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송성인(Sung-In Song),전효재(Hyo-Jae Jeon) 한국여행학회 2001 여행학연구 Vol.14 No.-
Information technology, especially the World Wide Web, has had a wide and deep impact on the tourism industry. This paper is shown the typology of tourism related web sites based on the theoretical-background and implications. In the information technology, especially Internet has been changing the tourism industry. Tourism has become conscious of a information-based and information-intensive industry. Comparing with other industry, tourism has been appeared the important one in part of the volume of sales and the online transactions. In this paper, it has been shown the results of Structural Equation analysis of the preference of information related to tourism between online reservation and destination's information by the survey of user.
여행업 인적서비스가 고객만족에 미치는 영향에 관한 실증적 연구
송성인(Sung-In Song),유지원(Ji-Won Yoo) 한국여행학회 2000 여행학연구 Vol.12 No.-
The purpose of this study are to find customer satisfaction by the human resource service of travel agency. As these days well service industry not only service business but also most of business area needs to human resource service. According to taking this importance in to account. this researches performed the literature on the human resource service and customer satisfaction through a theoretical consideration on the basis of which the hypotheses were made. An empirical survey was performed with the subjects of customer in travel agency through the material analysis and the inspction of hypotheses. The collected material through spss/win was analyzed by the statistical methods such as factor analysis, correlation analysis, t - test, ANOVA, regression analysis. The results of that survey are as follows : Ⅰ. Human Resource Service factors in travel agency were classified as five big groups (reception, information, competence, external, selling) through factor analysis. Ⅱ. Five important factors in human resource service of travel agency have a positive effect on customer satisfaction also the higher of human resource service is the higher customer satisfaction and three major factors with the exception of(information, competence) have a statistically significantly affecting customer satisfaction. The conclusion was reached that human resource service factors could be evaluated by reception, information, competence, external and selling and the factors and customer satisfaction' were relatively highly correlated. of the human resource service factors, statistically significantly affecting factors selling, reception and external were heavily associated with customer satisfaction, therefore, it was thought that developing, improving and differentiating human resource service factors which are related to customer satisfaction could give a positive effect on managerial performance in travel agency. In addition, the factors which do not have a significant effect on customer satisfaction are considered to have failed to reach a certain level of customer satisfaction or to have failed to meet the customer expectation and thus should be complemented. Finally, it is believed that if travel agents recognize customer complaints and various needs and offer real service moving and contenting customers, there should be an increase in sales of traveling packages and a high managerial performance in travel agency.
송성인(Sung In Song),박희석(Hee Seok Park) 한국호텔외식관광경영학회 2003 호텔경영학연구 Vol.12 No.1
Since the importance of information quality as a improving quality of the hotel information systems have been raised at early 1990`s, many studies have shown a causal relationship between information systems and system use intentions. However, there have been only few studies which try to investigate variables mediating the relationships between hotel information systems and system use intentions. This paper proposes user`s values and user`s satisfaction mediate this relationship. A structural model and several hypotheses were developed regarding the relationship. Based on the collected data from 331 hotel employees, the structural model was analyzed with LISREL 8.30. The results can be summarized as follows. First, the greater the hotel information system`s quality, the greater the user`s values. Second, the greater the user`s values, the greater the user`s satisfactions. Third, the greater the user`s values, the greater the system use intentions. Finally, the greater the user`s satisfactions, the greater the system use intentions. At the end of the paper, managerial implications and future research directions are discussed.
송성인(Sung In Song),송성미(Sung Mi Song) 한국관광연구학회 2005 관광연구저널 Vol.19 No.3
최근의 경기침체 속에서 푸드서비스 산업(Foodservice industry)은 심화되는 경쟁, 비용요인의 상승, 고객선호의 끊임없는 변화 등 내·외부적으로 취약한 경영환경에 노출되어 있다. 이런 환경에 대응, 경영자들은 푸드서비스의 생산 및 공급에 있어서 생산성(Productivity)을 향상시키고 조직의 경쟁력을 제고하기 위한 방법을 모색하고 있다(Kim & Dayspring, 2004). 경영조직의 재정비(streamlining), 정보기술(IT)의 도입(Babbitt, 1998;Dwyer, 1998; Liddle, 2000;Food for thought: Majoring in, 2003; Kim &Dayspring, 2004; Sheridan, 2004), 기업인수(acquisition), 리프랜차이징 등이 그 대표적인 방법들로 시도되어 오고 있다 (Market Profile, 2000). 특히, 학교, 대학, 병원, 기업 및 산업체, 군부대 등에 부속되어, 푸드서비스 부문에서 독자적인 영리는 추구하지 않는 단체급식기관(Institutional Foodservice)들은 점차 동 부문 예산의 감소에 직면하여 기존의 급식운영 방식을 재점검하면서, 운영의 효율성을 제고하기 위한 과학적 방안들이 매우 중요하다.