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호텔 고객접점 근로자의 직무갈등이 고객지향에 미치는 영향
우성근(Sung Keun Woo),서윤홍(Yoon Hong Suh),조선배(Sun Bai Cho) 한국호텔외식관광경영학회 2012 호텔경영학연구 Vol.21 No.3
The purpose of this research was to examine the relationships between work conflict and customer orientation for the hotel frontline employees. Based on literature review, it was theorized that work conflict are key causal determinants of customer orientation in a hotel business. Work conflict are divided two conflicts, like a job content and a relationship conflict, here job conflict are over loads, ambiguous, multiple orders, and so on, and relationship conflict are between related to employees and related to customers. Based on theoretical backgrounds, 2 hypotheses were derived to job conflict and relationship conflict are significantly negative related to customer orientation, and a multiple regression model and structural equation model(SEM) were used to verification of 2 hypotheses. The 252 empirical data was tested, This samples collected from tourist hotel frontline employees in Seoul. The hypotheses were supported, such as higher work conflict (e.g. job content and/or relationship) lead to negative customer orientation, and also find that higher relationship conflicts leaded to more negative effect to customer orientation than job content conflict. This findings are that less work conflict leads more positive customer orientation than more conflicts felt that hotel frontline employees` job conflict and relationship conflict. And the theoretical and managerial implications were discussed.
호텔부문 : 호텔기업의 조직문화와 서비스 품질에 관한 연구
우성근 ( Sung Keun Woo ),심현섭 ( Hyun Sub Shim ),윤은형 ( Eun Hyung Yoon ) 한국호텔리조트카지노산학학회 2006 호텔리조트연구 Vol.5 No.1
Service quality as intangible commodities has also been an important part in hotel industry. To improve service quality of hotel industry, organizational culture is important more than anything else. In order to achieve the aim of hotel industry, the improvement of human service quality must focus on the importance of organizational culture. The purpose of the study is to identify the relationship between organizational culture and service quality in the hotel industry. Collected data were analyzed through frequency analysis, covariance analysis and T-test analysis. The results shows that organizational culture of hotel industry affects positively collective cultures and the order of cultures. And there are significant differences in human service quality of hotel industry`s organization an accordance with the rank of hotels.
호텔기업이 제공하는 관계혜택이 고객만족에 미치는 영향에 관한 연구
우성근 ( Sung Keun Woo ),이규숙 ( Kyu Sook Lee ),김현주 ( Hyun Ju Kim ) 한국호텔리조트카지노산학학회 2004 호텔리조트연구 Vol.3 No.2
The purposes of this study are to see (1) if customers` complaining behavior while being satisfied with hotel services is related to relational benefit, (2) if there is a difference in the type and level of complaining behavior between satisfied customers and unsatisfied ones. It is considered exceedingly important for hotel marketers in customer relation management to determine whether it is possible to give reasonable explanations for customers` paradoxical behaviors, which have been previously regarded as abnormal. The population of this study was tourists who had recently stayed at a hotel registered under the Tourism Promotion Law. Collected data was analyzed through frequency analysis, reliability analysis, factorial analysis, multiple regression analysis, and t-test using SPSS VER10. Major findings of this study are regard to the relationship between satisfaction and complaining behavior, it was found that when satisfied customers perceive psychological benefits and customization benefits they tend to complain. This shows that, at a certain level of satisfaction, psychological and customization benefits may partly explain satisfied customers` complaining behavior. Accordingly, hotel marketers need to make efforts to provide reliable, confident and up-graded services that reflect the individuality and discretion of services in order to establish a long-term relationship with satisfied customers.
유전자 변형식품에 대한 고객인식과 구매의도 관계에서 지각위험 조절효과 분석
유영애 ( Young Ae Yoo ),우성근 ( Sung Keun Woo ),권기완 ( Ki Wan Kwon ) 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 2014 호텔리조트연구 Vol.13 No.2
This study aims to evaluate the analysis of moderating effect of perceived risk in relationship between customer perception and purchase intention on genetically modified organisms. The analysis including reliability analysis, evaluation of validity for factor analysis, multiple regression analysis, and moderator regression analysis applied in this study were performed by using SPSS 18.0 statistical package program with consideration for the purpose of each analysis. The results for the empirical analysis in this study are as follow. It was found(or revealed that the customer perception on genetically modified organism positively affected purchasing intention. When the moderating effect of perceived risk in the relationship between customer preception and purchasing intention was analyzed, only trust in science showed a moderating effect. Such results show that most customers believe the safety of genetically modified organisms and purchase these products since they trust the development of scientific technique afford such safety.