2012, Vol.36, No.8

Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7

pISSN : 1226-0533 / eISSN : 2713-6388
https://journal.kci.go.kr/JTS

This study aims to develop a service personalization scale for hotel enterprises and to examine the construct dimensions of concept for service personalization. In this aim, the first step is theoretical research to identify the concept of service personalization and differences with a customization and develop the measurement items pool. The second step entails the item purification and to test face validity via focus group interviews. The third step tests validity, reliability of measurement items and examine the construct dimensions of service personalization. Exploratory factor analysis, cronbach's alpha values, correlation analysis and confirmatory factor analysis were then completed. The results derive the following four main factors: responsiveness, intimacy, empathy and personal interests. The research conceptualizes the service personalization between customers and employees in the hotel industry and from this derives a service personalization scale based on the previous empirical studies; the outcome of which is intended to provide a basis for future studies on customer-employee emotional relationships.

The objective of this study is to investigate a model based on a modified and exteded version of the Triandis model. This explored the structural relationships among knowledge sharing enablers, processes (knowledge collecting and donating), and outcome (service innovative behavior) in hotels. Data were derived from 418 respondents working at 10 five-star hotels in Busan. The results indicate that most of the enablers were found to be significant. New enablers, enjoyment in helping others and knowledge self-efficacy, which we then added to the Triandis model were also found to be significant. The paths from knowledge collecting and donating to employee service innovative behavior were also found to be significant; specifically, the positive relationship between knowledge collecting and employee service innovative behavior was stronger than that of the relationship between knowledge donating and employee service innovative behavior. Finally, findings and practical implications were discussed and limitations of the study and future research directions were suggested.

The purpose of this study is to evaluate the web compatibility of deluxe hotels in South Korea. An internet interface evaluator, Sort Site, was utilized to investigate compatibility of the 137 deluxe hotel web pages as designated by the Korea Hotel Association. The results of this study reveal that only 10 web pages of 137 deluxe hotels in Korea were compatible with all seven web browsers - Internet Explorer (Version 6.0, 7.0, 8.0. 9.0), Fire Fox (Version 2.0, 3.0, 3.6), Safari (Version 5.0), Opera(Version 11.0), Chrome (Version 10.0), iPhone (Version 4.0) and Android (Version 3.0), while the remaining 127 hotel web pages had problems in web compatibility. The results indicate that 93% of the hotel webpages viewed using Internet Expolorer worked appropriately without critical issues while only 33 webpages in the Firefox or Google Chrome worked at the same level. In terms of smart phone's compatibility, about half (75 pages, 55%) of the hotel pages were compatible with iPhone whereas the Android system worked in 100% of the pages. Suggestions and implications for enhancing compatibility for deluxe hotel web pages were proposed based on the results.