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호텔기업의 서비스 회복이 관계의 질에 미치는 영향에 관한 연구
유은나 동국대학교 관광산업연구소 2002 관광·호텔경영연구 Vol.2 No.2
The purpose of the study is to find out how to enhance the quality of relationship and trust through the recovery of the hotel service failure, and how to lead to satisfaction from service failure. The service recovery in the super deluxe hotels is first divided into procedural fairness, divisional fairness, and interrelation fairness, and their effect on the quality of relationship is analyzed. The results are as follow; 1. Procedural fairness of service recovery has the most effect on trust. 2. Both procedural and divisional fairness have an effect on satisfaction, but interrelation fairness has no effect on satisfaction.
김상회,유은나 한국관광정책학회 2002 觀光政策學硏究 Vol.8 No.1
This study identifies Korean outbound travelers' characteristics by clusters of the travel agent select scale, and investigates the differences between these clusters on travel behavior feature and socio-demographic characteristics. Authors took a on-site self-administered survey of 237 visitors to outbound tourism destination. Analysis purpose were proposed and tested by factor analysis, cluster analysis, and cross-tab analysis. Four distinctive clusters were found. The clusters revealed distinctive differences on travel selected behavior feature and socio-demographic characteristics.