호텔커피숍과 브랜드커피전문점의 지각된 대기시간에 따른 부정적 감정, 수용가능성 , 서비스평가에 관한 연구-서울지역을 중심으로-

정강국 ( Kang Kuk Jung ) 대한관광경영학회 2014 觀光硏究 Vol.29 No.3

본 연구는 호텔커피숍과 브랜드커피전문점에 따라 집단을 구분하고, 그 집단에 따라 지각된 대기시간을 경험 하였을 때 느끼는 부정적 감정, 수용가능성, 서비스평가의 수준을 살펴보고, 그 집단과 지각된 대기시간의 상호작용이 부정적 감정, 수용가능성, 서비스평가에 어떠한 영향을 미치는지 살펴보고자 하였다. 이러한 연구목적을 달성하기 위한 표본추출은 서울지역을 중심으로 시행하였고, 2013년 1월 7일부터 1월 20일까지 2주 동안 이루어졌다. 분석결과, 호텔커피숍인가, 브랜드커피숍인가에 구분 없이 오래 기다린 집단이 짧게 기다린 집단보다 부정적 감정이 더 높은 수준으로 나타났고, 수용가능성과 서비스평가는 낮은 수준으로 나타났다. 집단 별(호텔커피숍과 브랜드커피전문점) 큰 차이를 보이지는 않았지만, 고대기 인 경우 부정적 감정은 브랜드 커피전문점 보다 호텔 커피숍이 더 높게 나타났다. 하지만, 수용가능성의 경우에는 브랜드커피전문점의 경우 짧게 기다린 고객과 길게 기다린 고객 간의 큰 차이가 없는 것으로 나타났지만, 호텔 커피숍의 경우에는 오래 기다릴 경우 수용가능성과 서비스 평가의 수준은 브랜드 커피전문점의 수준보다 더 낮은 수준으로 낮아지는 것으로 나타났다. The study intended to investigate influences of interaction between a group and perceived waiting time upon negative emotions, acceptability, and service evaluation. To this end, group was divided to hotel coffee shop and brand coffee shop. And the author examined level of negative emotions, acceptability, and service evaluation felt when each group experienced perceived waiting time. For the purpose of the study, sampling was made centered on Seoul area for two weeks from Jan. 7, 2013 to Jan. 20. The analysis results are as follows. Regardless of group, for example, hotel coffee shop and brand coffee shop, a group with longer waiting time showed higher negative emotions than a group with short waiting time; acceptability and service evaluation were in low level. There was no large difference between groups(hotel coffee shop and brand coffee shop), but in case of long waiting time, hotel coffee shop showed higher negative emotions than brand coffee shop. However, for acceptability, there was no large difference between a customer who waited for short time and another customer who waited longer at brand coffee shop. On the other hand, at hotel coffee shop, when a customer waited long, level of acceptability and service evaluation became lower than level at brand coffee shop.

Revised-IPA를 이용한 커피전문점의 서비스품질에 관한 연구 : 대구.경북지역 대학생을 중심으로

정강국(Jung, Kang-Kuk),김기진(Kim, Gi-Jin) 한국외식경영학회 2016 외식경영연구 Vol.19 No.1

본 연구는 Revised-IPA 를 이용하여 커피전문점 서비스품질 속성에 대한 명시적 중요도와 내재적 중요도를 알아보고, 이것을 활용하여 한정적인 마케팅 자원배분에 있어서 우선적으로 집중해야할 속성을 규명하고자 하였다. 본 연구는 2015년 8월 10일부터 2015년 8월 25일까지 15일에 걸쳐 진행되었고, 총 450부의 설문지를 배포하여 부실 기재된 설문지를 제외한 417부를 분석에 사용하였다. 분석결과, 고객들이 중요하게 생각하고, 전반적인 만족에 유의한 영향을 미치 는 요소로써 중요한 실행요소를 의미하는 1사분면에는 메뉴품질 1개 요인이 포함되었다. 고객들이 중요하게 생각하지는 않지만, 전반적인 만족에 유의한 영향을 미치는 요소로써 매력요소를 의미하는 2사분면에는 종업원서비스 1개 요인이 포 함되었으며, 고객들이 지각하는 중요도 수준이 낮고, 전반적인 만족에 미치는 영향정도가 낮은 요소로써 비 중요 실행요소를 의미하는 3사분면에는 편리성과 공감성 등의 2개 요인이 포함되었다. 마지막으로 고객들이 지각하는 중요도 수준은 높 지만, 전반적인 만족에 미치는 영향의 수준이 낮은 요소로써 기본요소를 의미하는 4사분면에는 분위기 1개 요인이 포함되었다. 따라서 가장 우선적으로 자원을 배분해야하는 분야는 종업원서비스인 것으로 나타났고, 메뉴품질은 현재 수준을 유지 하기위해 지속적인 투자가 필요하다. The purpose of this study was, by using Revised-IPA, to analyze explicit importance and intrinsic importance of the service quality of coffee shops, and based on the results, to specify the attributes that should be concentrated in priority in limited marketing resource distribution. To this end, a survey was performed from August 10, 2015 to August 25, 2015, for 15 days. Totally 450 questionnaires were distributed and 417 were used for the analysis excluding those including negligent responses. As a result of the analysis, first, one factor (menu quality) was included in the first quadrant which means a performance factor that is considered important by customers and has a significant effect on general satisfaction. Second, one factor (professionalism) was included in the second quadrant which means an excitement factor that is not considered important by customers but has a significant effect on general satisfaction. Third, two factors(convenience and sympathy) were included in the third quadrant which means a performance factor that is not considered important by customers and has no significant effect on general satisfaction. Lastly, one factor (mood) was included in the fourth quadrant which means a basic factor that is considered important by customers but has no significant effect on general satisfaction. Thus, it turned out that the area needing the most resources in priority is professionalism, and menu quality needs constant investment to be in the present level.

서비스스케이프가 고객경험과 고객참여행동에 미치는 영향연구: 컨벤션호텔커피숍을 중심으로

정강국 ( Jung Kang-kuk ) 한국컨벤션학회 2016 MICE관광연구 Vol.16 No.4

This research place the objective on phased analysis of how the servicescape has influence over the process of which social environment, design environment and customer experience reach the ultimate level -customer participation - in the course of formation of customer participation. In addition, in the customer experience this research intended to analyze the intermediary relation between individual and social experience and customer participation. The results of verifying the purpose of study suggested in this research through positive analysis is as follows. First, The social environment of servicescape has positive influence on individual experience and social experience. On the other hand, the design environment has significant influence on individual experience, but not on the social experience. Second, The individual experience has positive influence on customer participation, the social experience doesn`t have significant influence on it as the result of the investigation on customer experience`s effect on customer participation. Third, It was verified that the social environment and design environment have mediated effect because they have significant influence through customer experience.

서비스스케이프가 감정반응과 고객참여행동에 미치는 영향 : 대형 커피숍을 중심으로

정강국 ( Jung Kang-kuk ),김귀자 ( Kim Gwi-ja ) (사)한국마이스관광학회 2017 MICE관광연구 Vol.17 No.4

This study purpose to confirm impacts of servicescape to emotional reaction and customer participation behavior in coffeeshop. For this study survey was toward visitors at coffeeshop in the Daegu from October 1 to 15. The analysis tool used here was with the statistical package SPSS Statistics 19.0. According to the analysis result; First, the result of servicescape to emotional reaction of customer is that social environment of servicescape has significant impact to positive and negative emotion of customer. Second, the result of servicescape to customer participation behavior that only social environment of servicescape has significant impact to customer participation behavior. Third, the result of positive and negative emotion of customer have significant impacts to customer participation behavior.

호텔기업 종사원의 직무불안정성이 직무몰입과 고객지향성에 미치는 영향 연구

정강국(Jung Kang-Kuk),윤종운(Youn Jong-Woon) 한국서비스산업학회 2010 서비스산업연구 Vol.7 No.1

지각된 대기시간에 의한 심리적 반응과 부정적 감정, 수용가능성 및 서비스 평가 간의 관계연구

정강국(Kang Kuk Jung),김기진(Gi Jin Kim) 한국호텔외식관광경영학회 2013 호텔경영학연구 Vol.22 No.6

The purpose of this study is exploring the structural relationship among the psychological response, negative emotions, accommodation possibility and service evaluation caused by the perceived waiting time at hotel coffee shops and brand coffee shops. The period of questionnaire survey was two weeks, from January 7th to 20th of 2013. A total of 500 questionnaire survey were distributed at hotel coffee shops and brand coffee shops. After excluding insincere answer sheets, 460 answer sheets (92.0%) for hotel coffee shops and 486 answer sheets (97.2%) for brand coffee shops were used for the final analyses. IBM SPSS 21.0 and AMOS 21.0 statistics packages were used. The analysis results suggested the followings. In hotel coffee shops, perceived waste of time increases negative emotions and decreases acceptability and service evaluation. In brand coffee shops, perceived indifference and perceived waste of time increase negative emotions while perceived waste of time decreases acceptability. In addition, the positive impact of perceived waste of time on negative emotions is stronger in brand coffee shops than in hotel coffee shops , while the negative impact of perceived indifference and perceived boredom is stronger in hotel coffee shops than in brand coffee shops. On the other hand, the negative impact of perceived waste of time on acceptability was more negative in brand coffee shops than in hotel coffee shops.

연구논문(硏究論文) : 호텔기업 종사원의 직무변화가 직무불안정성과 조직시민행동에 미치는 영향

윤종운 ( Jong Woon Youn ),정강국 ( Kang Kuk Jung ),최종학 ( Jong Hak Choi ) 한국관광산업학회 2010 Tourism Research Vol.30 No.-

The purpose of this study is to inquire into how hotel corporations can lower the job insecurity for their survivors, and get the desired result in any array in the process of restructuring, by establishing a theory of what does the job insecurity for their survivors on hotel employees raise the results, and empirically analyzing this theory on survivors in hotel corporations, which the restructuring was undergone. For this, this study intends to be carried out with a specific objective as follows. First, it intends to arrange the theoretical concept and results of precedent studies based on the job change(change in job technology, change in job performance competency), job insecurity and organizational citizenship behavior of organizational members with reference to the job insecurity. Second, it intends to analyze the effect of job change on job insecurity. Third, it intends to furnish basic data for an efficient and scientific management of human resources in hotel corporations based on the effect of job insecurity on organizational citizenship behavior. The SPSS WIN 12.0 was applied to analyze the collected data. For the analytical technique, statistical analyses - frequency analysis, factor analysis, reliability analysis, simple regression analysis, - were carried out.