2015, Vol.39, No.1

Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7

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

The purpose of this study is to analyze the effect of hotel employees' job insecurity on job stress. The study focused on testing the moderating effect of intra-company club activities flow on the effect of hotel employees' job insecurity related to job stress. The study intended to suggest research implication applicable for effective human resource managing within the hotel business. 461 people among the employees of 10 hotels of special, 1st, and 2nd classes in Seoul, were surveyed and the results were empirically analyzed. The results of this research can be summarized as follows: First, it is confirmed that hotel employee’s job insecurity is an important factor determining job stress. In other words, all kinds of job insecurity had a positive effect on all kinds of job stress. Second, it is confirmed that intra-company club activities flow performed moderating roles in relationship between all kinds of job insecurity and all kinds of job stress. Therefore it is suggested that developing and supporting an effort for intra-company club activities could be a goal for hotel organizations for improving their human resource management.

This study attempts to identify the factors of customer-to-customer interaction within airline services, specifically the relationship between customer-to- customer interaction and customer satisfaction. From this relationship, the moderating effect of flight attendants’ role performance is examined. This empirical study collected relevant data through a survey of local customers that experienced overseas airline services within one year. As a result, customer-to-customer interaction was broken down into four behavioral factors: externally unpleasant, lacking manners in shared space, loudness, and service complaint behavior. Within these factors, lacking manners in a shared space and loudness showed a negative influence on customer satisfaction, whereas service complaint behavior showed a positive influence on customer satisfaction. Lastly, the role of performance of the flight attendant was divided into two factors: problem solving ability and attitude towards customers. Both factors proved the moderating effect between customer-to-customer interaction and customer satisfaction. The study results address academic and practical implications.

The purpose of this study is to verify the effect of framing on theme-park bundling product using Mental Account theory. In order to compare the framing effect of a theme-park bundling product an imaginary scenario was constructed. Concepts were used such as purchase intention, recognition of payment, transaction coupling and sunk cost effect, keeping in mind mental account theory and framing effect. This is an experimental study. Results showed differences on purchase intention, recognition of payment, transaction coupling and sunk cost effect by the type of framing. 'Mixed-leader bundling' vs 'Mixed-joint bundling'. 'Framing effect' can affect the consumer's cognition at that time of purchase. Even if a consumer pays the same price for the same item, it is recognized differently according to the framing type. After the purchase, the framing effect still endures. The correlation between 'transaction coupling' and 'sunk cost effect' was confirmed in this experimental study. This study differentiates tourism products meanings with the characteristics of service products. This research shows meaningful implications for strategic marketing promotions in theme parks.