2019, Vol.43, No.6

Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7

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

The objective of this study was to examine the structural relationships among music festival service attributes, customer-to-customer (C2C) practices, perceived value (experiential value, functional value), overall satisfaction, and behavioral intention. This study explored the role of the meditating effects of C2C practices in the service environment on the relationship between service providers' service attributes and perceived value (experiential value, functional value) and the relationship among experiential value, functional value, overall satisfaction, and behavioral intention. A total 316 valid questionnaires were collected from music festival visitors, and the constructional concept relationships were explored by using structural equation modeling. The results of the study indicate that music festival service attributes formed successfully through audience-to-audience (A2A) relationships when visitors used service providers' diversity of service goods. In addition, the role of A2A social-relationship meditates the interrelationships between service attributes and perceived value (experiential and functional value). The conclusion of this study highlights the perceived value formed when customers co-create with A2A relationships in service settings and the importance of perceived value, which influences visit satisfaction and behavioral intention.

This study was conducted to investigate the interaction effects of negative VOC (voice of customer) attributes (locus, controllability, and stability) on employees’ perceived negative emotions (annoyance, anger, regret, and shame) and emotional exhaustion in the context of hotel restaurants. In particular, we classified negative emotions into four types – anger, annoyance, regret, and shame – and examined whether employees perceived different types of negative emotions as a result of the different combinations of VOC attributes. In addition, we based our theoretical underpinnings on attribution theory and affect theory and examined the relative effect each type of negative emotion had on the employees’ emotional exhaustion by surveying hotel restaurant employees who worked at five-star hotels in Seoul. The findings suggest that the VOC attributes interplay to trigger the different types of the employees’ negative emotions; each type of this negative emotion played a different role in affecting the employees’ emotional exhaustion. In contrast to the prior research focusing on customers’ perspectives about service failure, this research has its merit by focusing on the employees’ emotional responses to the customers’ written complaints and suggests a need for understanding the structural relationships between VOC attributes, the employees’ negative emotions and their exhaustion.

This study examined the organizational culture that enables workers to be satisfied and immersed in their organization, and how the organizational culture affects the psychological factors and behavior of employees. For the study, a survey was conducted from January 15 to January 31, 2018. As a result, it was found that a relationship between organizational culture, positive psychological capital, organizational commitment, and turnover intention of the luxury hotel appeared. These results confirm that organizational culture is an important factor in determining the psychological attitudes and behavior of staff. This study is meaningful in that it analyzed the psychological factors and attitudes toward the organization of internal customers who deal with external customers during service encounters, away from the characteristics of the service industry that focus on profit generation, through the satisfaction of external customers. This study is expected to provide useful data to identify the factors affecting the psychological wellbeing of hotel employees to have a positive effect in forming positive attitudes toward the organization.