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서비스 대기의 심리학적 접근 -서비스 대기시간 추정에 관한 개념적 연구
차길수 ( Gil Soo Cha ),이수광 ( Soo Kwang Lee ) 관광경영학회 2009 관광경영연구 Vol.39 No.-
The paper intends to fill a void in the research area of waiting, which is dominated by mathematical models that lack consideration of human factors. It calls for integrating psychological perspective into the waiting issue. This conceptual paper focuses on the structure of customer`s service waiting time estimation. Although the Maister`s first proposition on waiting time estimation continues to dominate research and managerial practice, several limitations indicate that it is not a complete picture of customers` waiting time estimation. The authors propose a new model of the structure of customer`s waiting time estimation by specifying a more comprehensive model that includes the concept of time perception in psychology. The conceptual framework enables service operations managers to rethink service waits from customers` perceptions of actual waiting time.
Ethylene Vinyl Acetate / Ethylene - 1 Butene Copolymer 블렌드 발포체의 제조와 특성
차길수(Gil Soo Cha),김진태(Jin Tae Kim),김원호(Won Ho Kim),윤정식(Jung Sik Yoon) 한국고무학회 2001 엘라스토머 및 콤포지트 Vol.36 No.1
To increase the properties of EVA foam such as tensile strength, rebound resilience, and compression set, ethylene-l-butene copolymer (EtBC) was blended with EVA. After that crosslink characteristics of the blends and cell structures and mechanical properties of the foam were studied. As the amount of EtBC increased in EVA/EtBC blends, torque values of oscillating disc rheometer(ODR) increased and the foaming ratio decreased because the viscosity and crosslink density of EVA/EtBC blends increased. Foaming ratio and cell size of the foam increased by increasing the amount of foaming agent. When compared the mechanical properties of the foam which have same densities, tensile strength, rebound resilience, and compression set properties of the foam were improved by increasing the amount of EtBC in the EVA/EtBC blends.
차길수(Gil Soo Cha) 관광경영학회 2001 관광경영연구 Vol.12 No.-
This paper deals with the impact of Internet on distribution channels in the travel industry. The travel industry is currently undergoing a major transition in distribution channels as the Internet exerts its power as a new medium for commerce. In the past, there has been three principal parties in distributing travel products: the travel providers, the GDSs where travel providers display .information about their products, and the travel agents. Each party needed the others to perform its business. The Internet is changing all the distribution rules in the travel industry, where distribution has traditionally meant paying GDS`s and travel agents certain amount of fees or commission to book their orders. Initially, participants viewed Internet distribution as a threat to travel agents because it gives consumers direct access to a GDS via the Web. However, direct links to the travel providers bypass not only the GDS`s and traditional travel agents but also the Internet travel providers. The advent of online distribution increases the tension between the participants in the travel industry. The various parties would like to drive travel distribution into their own corner.
차길수 ( Gil Soo Cha ) 관광경영학회 2014 관광경영연구 Vol.58 No.-
Pine and Gilmore have become known for their notion of "The Experience Economy." They described experiences as a fourth distinct economic offering, and the experience economy as the next economy following the most recent service economy. Given this background, the purpose of this study is to review the experience related research literature on the emergence of the experience economy. Study findings, based on consumer behavior and happiness research literature, indicate that the notion of "The Experience Economy" amounted to a prescient rearticulation and substantial development of the experiential component of consumption of goods and services in consumer behavior research. Although experiential aspects of goods and services proved to be important in customer satisfaction and happiness, there is little chance to emerge the experience economy. Study findings implies that the future success of service firms depends on how to create and mange memorable experiences to differentiate their services in an increasingly competitive world.
카지노 전자성과감시 시스템 특성과 절차 공정성 및 서비스 성과의 관계
조현수 ( Hyun Soo Cho ),차길수 ( Gil Soo Cha ) 관광경영학회 2015 관광경영연구 Vol.63 No.-
Ever since it emerged on a widespread basis in the 1990s, electronic performance monitoring of employees has received significant scrutiny in the literature. This particular research examined the relationship among casino electronic performance monitoring characteristics, procedural justice, and service performance. In a sample of 237 casino employees, results are found to be consistent with the stated hypotheses. Feedback tone, whether the feedback was timely, specific, and constructive, opportunities to challenge, whether the company allows employees to appeal, and amount of monitoring, whether amount of monitoring is sufficient, were all positively related to perceptions of procedural justice. And perceptions of procedural justice were positively related to employee service performance.