정서노동 예측시 성격 5요인과 직무환경변수의 역할: 미국 호텔업 종사자를 대상으로

신강현,이랑,허창구,김재연 한국산업및조직심리학회 2006 한국심리학회지 산업 및 조직 Vol.19 No.1

This study was intended to examine the concept of emotional labor with regard to emotional display rules, and identified to the role of Big Five personality and job environment variables in predicting emotional labor. Using mailing survey, 176 hotel employees in U. S. were surveyed. Several variables were included; Big Five personality, job characteristics, organizational emotional display rules as predictors, emotional labor (surface acting and deep acting) as criteria. Results showed that both Big Five personality and job environment variables were related to emotional labor. In specific, neuroticism and the suppression of negative emotion were positively related to surface acting, and agreeableness and the expression of positive emotion had a positive relationship with deep acting. Finally, the implications and limitations were discussed. 본 연구는 정서노동의 개념을 조직의 정서표현규범과 관련하여 살펴보고, 성격 5요인과 직무환경변수가 정서노동을 수행하는 방식에 어떠한 영향을 미치는지를 알아보고자 하였다. 우편설문을 통해 미국 서부 지역의 호텔 종사자 176명을 대상으로 조사가 진행되었다. 연구에 포함된 변수로는 예측변수로 성격 5요인, 직무특성, 정서표현규범, 준거변수로는 정서노동(표면행위, 내면행위)이 사용되었다. 연구결과, 성격 5요인과 직무환경변수 모두 정서노동과 관련이 있는 것으로 나타났다. 흥미롭게도 이들은 두 유형의 정서노동과 관련해 각각 중요도 면에서 다른 유형을 보였다. 표면행위에 있어서는 신경증과 부적 정서 억압이, 내면행위에 있어서는 호감성과 정적 정서 표현이 중요한 변수로 밝혀졌다. 마지막으로 결과가 갖는 시사점과 제한점이 논의되었다.

정서노동과 직무탈진 및 직무열의 관계: 정서지능의 조절효과

신강현,한영석,김완석,김원형 한국산업및조직심리학회 2008 한국심리학회지 산업 및 조직 Vol.21 No.3

본 연구는 정서노동(표면행위, 내면행위)이 직무탈진(소진, 냉소)과 직무열의 (직업 효능감, 활력, 현신, 몰입)에 미치는 영향을 개인적 자원(정서지능)이 조절하는가를 알아보기 위해 백화점 종업원 189명을 대상으로 연구를 진행하였다. 정서노동 전략 중 표면행위는 직무탈진을 내면행위는 직무열의를 예측하는데 각각이 독특한 (unique) 선행변수임이 밝혀졌다. 정서지능은 정서노동 전략 중 단지 내면행위만을 예측하는데 유용하였다. 조절변수 효과 검증에서는 정서지능이 내면행위와 직무열의와의 관계에서 조절변수 역할을 함이 밝혀졌다. 그러나 직무열의와는 달리 직무탈진에서는 예상과는 달리 정서지능의 조절효과는 나타나지 않았다. 이는 정서지능이 정서노동의 전략과 부정적인 결과 사이에 완충작용을 하는 것이 아니라, 정서노동 전략 중 긍정적인 차원인 내면행위와 긍정적인 결과사이에 촉진작용을 하는 것임을 의미한다. 마지막으로 본 연구의 제한점과 향후 연구의 제안점을 제시하였다.

항공 예약시스템(CRS)운영 개선방안 : TOPAS와 ABACUS를 중심으로

신강현,이정철 남서울대학교 경영연구센터 2001 경영연구 Vol.3 No.-

Recently, in the environment of the CRS, the user need is varied, high-standard service is required, and an timely offer of the quick information is indispensable. Also, competition between the similar CRS is deepening. In order to find, control, and maintain of either the new customer or the present customer, the importance of the CRS as the most efficient, positive management tool is becomes powerful in the Airlines & Whole sellers. Thus, it is very important subject that the efficiently improvement of the CRS operation, then can be contributed to the development of the Korea tourism. This study started under the assumption that the CRS is to be a premise in order to accomplish the purpose of securing the superiority in competition. Thus, this study presented the alternatives of the efficient operation on the basis of the analysis in the TOPAS & ABACUS system. The purpose of this study is focused on contributing to secure the customer and the pursuit of profits as the new strategies, is suitable at the information era, by finding the problems of our CRS system and improving the these, and to develop the high value-added industry by supplying the highly quality information service though the renovation of the CRS. The structure of this study is follows: Chapter 1. Introduction Chapter 2. The theoretical background of CRS Chapter 3. A situation of the TOPAS & ABACUS Chapter 4. A compared study of the TOPAS & ABACUS Chapter 5. Conclusion The limitation of this study is to not deeply research the hardware part and did not accomplished the empirical study, especially little lack to verify the relationships of the airlines and whole seller, in the future, following study to solve these limitations is expected. Finally, desire eagerly the results of this study are helpful to the development of the CRS in Korea.

호텔의 人的販賣 改善方案에 關한 硏究

신강현 경기대학교 연구교류처 1996 大學院 論文集 Vol.17 No.-

중국인이 지각하는 외국인관광 도시 민박업 이미지, 지각된 품질, 지각된 가치 및 태도 간의 관계에 대한 연구

신강현 관광경영학회 2017 관광경영연구 Vol.75 No.-

This study tried to define the characteristic of Home stay targeting foreigners, which have sharply risen among alternative accomodations, and to research how the pre-perceived image and quality influence attitudes and consumer value toward Home stay. Highlighting alternative accomodations itself is significant that former studies mainly focused on hotels. Foreign tourists desire memorable experience family-intimacy and the local culture with the host through the stay which they can hardly get from hotel or other accommodations. The implications of the study are as follows : First, the pre-image of the Home stay does affect tourists’ perception on quality and value of the accommodations. Between the images, intimacy maintains bigger portion. Second, systematical supplementation is required for enhancing safety management level, which is the most important element of perceived quality. Considering 'Home stay insurance' may be a meaningful option. Third, perceived service quality affects perceived values and attitudes. Therefore, the 'diplomatic' host may be required. As a result, the main objective of this study is to provide a new marketing perspective that can be used to reinforce customer service, and to suggest effective ways on increasing the effectiveness of the proposed Home stay. In this study, only Chinese tourists were focused, and difference among various types of accomodations(e. g. guest house, youth hostel) were not considered.

호텔 연회 활성화 방안에 관한 소고

신강현 남서울대학교 2009 남서울대학교 논문집 Vol.15 No.1

Hotel was limited for certain people before but these days hotel is tend to be generous. Especially the globalization of the world made more people use hotel as a place to hold many kinds of events.As many hotels have a problem to hold a event reservation even though there is a big potential in this field.This study was based on thorough research and problems from the event customer's choice. We tried to find the way to activate hotel events and in order to do so we discussed over technical books and research papers, talked with people who are in the hotel business. The subject of our study was limited only for deluxe hotels in Seoul.Customer's satisfaction depends on whether the customer comes back or not after he/she paid his/her previous event‘s payment. So customer's repeat is not only about simple service, but also about the staffs' service mind and the service skill. It means that all the staffs at the banquet served the customer very well. Hotel banquet's quality is determined by food's quality, price compare to competed company, facilities, neatness around the banquet place, parking place, and the traffic.To improve hotel banquet business has to expand the banquet facility(hardware), train new staffs(manpower), and improve the banquet management skill(software). Key Words : Banquet, Event, Repeater, Team work, Job rotation

호텔기업의 전략적 인적자원 활용 방안

신강현 문화관광연구학회 2002 문화관광연구 Vol.4 No.1

The object of this study is the strategic HRM(Human Resource Management)of a deluxe hotel. HRM has been considered as the center of organizational strategies and effective HRM practice has been associated with competitive organizational performance in the hotel industry. In hotel business a person together with facilities and goods is an important article of commerce that creates human service, the maintenance and improvement of which is very important in planning management. The major contents of this study was summarized as follows: 1. The type of human resource management, based on the preceding studies, was explored. 2. Reasonable management of employment Detailed job sheets should be prepared according to it and the criteria of qualification should be established for reasonable employment. The right man in the right post. 3. Education & training policy. Employees must be allowed to take practical part in ability development programs. Education and training suitable to each post, are necessary to improve service. 4. It is desirable to operate the human resource management system with flexibility under the consideration of the influential factors of human resource management. This study found that (1) strategies of HRM oriented hotels are better in the areas of flexibility, quality, customer orientation, empowerment and continuous learning. (2) the execution of HRM practice to take effect, it requires support from corporate level of the organization in a strong manner. Nevertheless, it proved the importance of HRM practice in the hotel industry to certain extent.

관광호텔 판매촉진을 위한 텔레마케팅 운영방안에 관한 연구

신강현 경기대학교연구교류처 1994 大學院 論文集 Vol.13 No.-

모바일 호텔 애플리케이션 서비스 품질이 만족도와 이용의도에 미치는 영향

신강현 남서울대학교 2015 남서울대학교 논문집 Vol.21 No.1-2

객실 수익극대화를 위한 추천판매(Up-selling) 활성화 방안 : 특1급'H'호텔을 중심으로 Focused on the 'H' hotel

申剛鉉 문화관광연구학회 2002 문화관광연구 Vol.4 No.3

Recently, in the rooms environment of the hotel, the customer need is varied, high-standard service is required, and an timely offer of the quick information is indispensable. Also, competition between the similar hotels is deepening. In order to increasing room revenue, the importance of the up-selling as the most efficient, positive management tool is becomed powerful in the hotel industry. The purpose of this study is focused on contributing to increase the room revenue and the pursuit of profits as the sales skill, and improving the these, and to develop the high value-added industry by finding the problems of hotel. The limitation of this study is to not deeply research the individual part and not go into details selecting only the deluxe hotels in Seoul.