2019, Vol.43, No.4

Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7

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

This study investigated the effects of socio-psychological factors such as communication, perceived risk, subjective norms, and perceived ease and perceived usefulness on their intention to use ERP. The results of the analyses showed that communication was a factor to reduce perceived risk, and communication had a positive effect on perceived ease and perceived usefulness. Also, perceived risk had a negative effect on perceived ease and usefulness. In other words, an active and effective education system is important to lower perceived risk, such as the burden or anxiety to use ERP, and to increase the intention to use it. Also, the subjective norm did not have a direct impact on perceived usefulness, but it was found to have impacted on perceived usefulness by mediating image completely. This result suggests that a communication system for lowering perceived risk and systematic and continuous education and a compensation system are needed to recognize the value of active ERP users and to internalize it.

The purpose of this study is to classify resort room interior coordination preferences of kids’ specialized rooms adopting character marketing by using Q methodology and to identify characteristics based on the types found. This study selected 31 parents of children aged one to six years old as a sample and interviewed them from February 1-15, 2019. The results of the analysis using Q methodology show that there were three types of preferences for room interior coordination for kids. The first type was classified as “safe play and content experience preference,” which reflected a strong desire for safety and content experiences for children's activities. The second group, “character design interior coordination preference,” preferred to have a special feeling towards interior coordination applied with various characters. Finally, the third group, “play experience using small toys and no-screen preference,” preferred hardware-wise room interior coordination that enabled kids to play actively, as opposed to a software-oriented room interior coordination that makes them easily accessible to contents. These findings may contribute to develop a theoretical typology of kids’ specialized rooms based on their subjectivity, and theoretical and practical implications are discussed.

This study compared emotional labor and its influence on burnout and turnover intention between service encounter employees of hotels and airlines. A survey was conducted with hotel and airline employees who had a minimum of one year of work experience in guest service encounters. A total of 287 samples were employed to evaluate the theoretical framework and to test the research hypotheses. The results of the analyses showed that emotional labor was conducted in a different way between hotel and airline employees: hotel employees experienced more deep acting than surface acting, whereas airline employees experienced more surface acting than deep acting. Surface acting of both hotel and airline employees influenced the formation of greater burnout; in contrast, deep acting played a significant role to mitigate burnout. The burnout caused by emotional labor had an effect on increasing turnover intention. Lastly, the moderating effect of hotel versus airline employees was found in the relationship between deep acting and burnout. In particular, hotel employees showed a greater impact to reduce burnout by deep acting. Our findings are meaningful through a comparative analysis of emotional labor between hotel and airline service encounter employees and may be utilized as a fundamental study for hotel and airline companies to strategize for effective emotional labor and to benchmark between different areas.