여행사의 맥락에서 고객 지향 및 서비스복구노력에서의 감성 지능의 효과

인성호 ( Sung-ho In ),김정훈 ( Jung-hoon Kim ),남명화 ( Myung-hwa Nam ) 대한관광경영학회 2016 觀光硏究 Vol.31 No.4

본 연구의 목적은 서비스실패에 따른 종사원들의 서비스회복 노력에 대한 필요성으로 서비스 제공자인 여행사 종사원의 개인역량으로 감성지능과 서비스회복 능력의 영향력을 살펴봄으로서, 종사원의 고객지향성이 종사원의 감성지능과 서비스회복 노력의 관계에 고객지향성의 매개역할을 검증하고자 하였다. 이를 위해 우리나라를 대표하는 여행사 중 모두투어, 하나여행사, 자유투어, 롯데관광에 근무하는 종사원들을 표본대상으로 선정하여, 2014년 11월 11일∼12월 10일에 걸쳐 설문조사를 실시하였다. 설문조사 결과 총 380부를 배부하여, 이중에서 불성실하게 응답했거나 연구목적에 적합하지 않다고 판단되는 설문지를 제외한 총310(81.6%)매를 분석에 사용하였다. 연구의 결과는 먼저, 감성지능의 감성활용, 감성조절, 타인감성이해, 자기감성이해 고객지향성에 정(+)의 영향을 미치는 것으로 나타났고, 고객지향성은 서비스회복노력에 정(+)의 영향을 미치는 것으로 나타났으며, 고객지향성의 매개효과 결과를 해석해 보면, 감성지능과 서비스회복노력 간의 관계에 있어, 고객지향성은 부분매개하고 있는 것으로 나타났다. 본 연구의 결과를 통해 여행사에 근무하는 종사원의 감성지능이 고객지향성 및 서비스회복노력에 긍정적인 영향을 미치는 점을 실무적 측면에서 논의하였고, 고객지향성이 감성지능과 서비스회복노력의 관계를 조절한다는 시사점을 제시하였다. 또한, 일부 연구의 한계점과 향후 연구방향을 제시하였다. This study examines the effects of emotional intelligence on service recovery efforts based on the capability of employees as service providers in travel agencies. The study also verifies the mediating role of customer orientation in the relationship between emotional intelligence and service recovery efforts. For this, the employees of travel agencies in Korea, were considered for the sample, and a field survey was conducted November 11 to December 10, 2014. A total of 380 individuals were provided with the questionnaire, and with those responses with missing data excluded, a total of 310 responses were obtained for the analysis. According to the results, the four dimensions of emotional intelligence, namely applying emotions, controlling emotions, understanding others’ emotions, and understanding one’s own emotions, had positive effects on customer orientation, which in turn had a positive effect on service recovery efforts. Customer orientation mediated the relationship between emotional intelligence and service recovery efforts. The results indicate that travel agency employees`` emotional intelligence had considerable influence on their customer orientation and service recovery efforts in a practical manner. In addition, customer orientation moderated the relationship between emotional intelligence and service recovery efforts. Some limitations and avenues for future research are discussed.

여행사 관리자의 변혁적 리더십과 조직시민행동 관계에서 상사에 대한 신뢰의 매개역할

인성호(Sung-ho In),서광열(Kwang-yul Suh) 한국관광연구학회 2016 관광연구저널 Vol.30 No.1

This study focuses on to the influential relationship between transformational leadership shown by travel agency administrators and organizational citizenship behavior of travel agency`s employees. The data of 286 questionnaires were gathered from travel agency`s employees. The study was designed based on available preceding studies, and employees of travel agencies were surveyed for empirical analysis. The results imply that charisma, intellection and individualized consideration were related positively to organizational citizenship behavior. First, Transformational leadership charisma, intellectual stimulation, individual consideration was found on a significant positive effect on confidence in the firm. In particular, the charismatic (t = 4.709) was shown to be a highly influential, it can be seen that the degree of trust and confidence in the managers that employees have through the power of charismatic managers greater. Second, Confidence in the firm showed positive (+) effects on organizational citizenship behavior. This means that if there is strong confidence in the firm would receive a high organizational citizenship behavior of the customer`s staff, which will have a great impact on the sales performance of the travel agency business. Finally, Individual consideration and intellectual stimulation effects of transformational leadership showed a positive effect on organizational citizenship behavior. This is in order to cause organizational citizenship behavior, which means the exercise of employee jobs than the behavior of transformational leadership means that the leader means that important.

커피전문점의 지각된 가치와 재방문의도 간 관계에서 신뢰의 매개효과

인성호(Sung Ho In),서광열(Kwang Yul Suh) 한국관광연구학회 2013 관광연구저널 Vol.27 No.2

The purposes of this study were to investigate mediating effects of trust on the relationship between the perceived value of customer and revisit intention in the coffee -shop restaurant. The recent domestic market of coffee -shop restaurant is rapidly growing so that it is thought of even as a living and cultural space of enhancing our quality of life one step higher. For this, this study selected coffee -shop restaurant in Seoul and Kang -Reung City by the background of study. Visitant who visited in coffee -shop restaurant of Seoul City and Kang -Reung, 297 samples were obtained as usable data by random sampling. In order to test, SPSS 12.0 program was used in this study for verifying research model. Results show that Sentiment value and Cost Value of Perceived Customer Value have a positive effect on trust and revisit intention. Also, The results imply that trust was related positively to revisit intention. However, this study had such limitations that data used in this study were limited to place that our attributes were not enough to explain all situation of choosing coffee -shop restaurant.

스키리조트 종사원의 긍정심리자본이 조직시민행동에 미치는 영향 -직무만족의 매개효과를 중심으로-

인성호 ( Sung Ho In ) 관광경영학회 2013 관광경영연구 Vol.55 No.-

The purposes of this study were to investigate the impact of positive psychological capital and job satisfaction on organizational citizenship behavior in ski resort employees. The data was collected from 311 employees in ski resorts which are located in Kangwon-do area in Korea. And then it was analyzed by using a SPSS WIN 12.0 version of software package and used for the analysis such as frequency analysis, factor analysis and multi-regression. The positive psychological capital (consisting of hope, self confidence, optimism and resilience) has been conceptually and empirically demonstrated to be related to employee performance. Furthermore, employees` job satisfaction was positively related to extra-role organizational citizenship behavior and employees` job satisfaction acted a part mediator between positive psychological capital and organizational citizenship behavior. Therefore, this review was suggested that it is of great importance to have good relationships with co-workers and fair evaluation of work performance for promotion should be considered to reduce to leave their job.

의료관광 기업 종사자의 감정노동이 직무소진에 미치는 영향

인성호(Sung Ho In),노수정(Su Jung Rho),정경일(Kyung Il Jung) 한국관광연구학회 2015 관광연구저널 Vol.29 No.2

The purpose of this study is to investigate the mediating effects of Job stress on the relationship between emotional labor and job burnout of in medical tourism corporations. Data were collected from medical tourism corporations such as hospitals and clinics which were located in Seoul. A total of 355 surveys were distributed and 303 were analyzed. In order for the test, Spss 12.0 program was used for verifying research model. To summarize the results of the study; first, emotional labor was revealed to have a positive(+) effect on Job stress and job burnout. Second, Job stress has a positive effect(+) on job burnout of employees. Third, Job stress was mediated in the relationship between the emotional labor and job burnout. The results of the study will suggest a specific guideline for establishing human resource management policies in medical tourism corporations and specialized medical tourism agency. Therefore, It will be helpful for medical tourism corporations to develop a future management framework for the medical tourism industry. Also, through the results of this study, several measures to prevent job stress and burnout could be proposed for the medical tourism workers. Finally, some of research limitations and future directions were presented.

의료관광 유치기관 종사자들의 심리적 자본과 조직몰입 간 관계에서 내재적동기의 매개효과

인성호(Sung Ho In),남명화(Myung Hwa Nam),정경일(Kyung Il Chung) 한국관광연구학회 2014 관광연구저널 Vol.28 No.7

The purpose of this study is to investigate the mediating effects of intrinsic job motivation on the relationship between the psychological capital and organizational commitment in the medical tourism corporations. Data were collected from medical tourism corporations such as hospitals and clinics which were located in Seoul. A total of 348 surveys were distributed and 297 were analyzed. To summarize the results of the study; first, psychological capital was revealed to have a positive effect on intrinsic job motivation and organizational commitment. Second, intrinsic job motivation has a positive effect on organizational commitment of employees. Third, Intrinsic job motivation was mediated in the relationship between the psychological capital and organizational commitment. The results of the study will suggest a specific guideline for establishing human resource management policies in the medical tourism corporations. Also, It will be helpful for hospital and government officials to develop a future management framework for the medical tourism industry.

한국 의료관광에 대한 고객만족이 관계지속의도에 미치는 영향

유승동(Seung Dong Yoo),인성호(Sung Ho In) 한국관광연구학회 2013 관광연구저널 Vol.27 No.6

The purpose of this study is to investigate the effect of customer satisfaction on maintaining relationships of medical tourism and the moderating effect of the switching costs between customer satisfaction` and the intention to maintain the relationship in relation to medical tourism in korea. Data were collected from medical tourists who had visited in hospital of korea. A total of 360 surveys were distributed and 304 were returned. In order to test, SPSS 12.0 program was used in this study for verifying research model. To summarize the results of the study; First, Customer satisfaction was revealed to have a positive effect on the intention to maintain the relationship. Second, Switching costs showed moderating effects on word-of-mouth intention. The results will be helpful for korean medical tourism to develop a further service marketing framework. For marketing managers of medical tourism, the results will suggest specific guidelines for establishing on marketing strategies of medical tourism in korea.

긍정 심리 자본과 호텔 종업원의 조직 시민 행동과의 관계에서직무 만족의 매개효과

인성호 ( Sung Ho In ),김영표 ( Young Pyo Kim ) 대한관광경영학회 2016 觀光硏究 Vol.31 No.2

본 연구는 서울에 위치한 특급호텔 종사원을 대상으로 긍정심리자본의 4개 하부요인을 고찰하고, 이들 하부요인들이 직무만족과 조직시민행동에 미치는 영향력을 규명하였다. 이러한 인과관계에서 직무만족이 매개효과를 수행하는지 검토함으로써, 호텔종사원들을 대상으로 긍정심리자본을 고찰한 연구로써 이론적인 토대를 마련하였다. 연구 검증을 통해 긍정심리자본이 높을수록 직무만족이 높은 것으로 조사되었다. 이러한 결과로 유추할 때, 호텔기업 경영자 입장에서 긍정적인 심리적 자본을 형성하는 것도 직무만족의 향상에 기여할 수 있다는 점을 감안할 때, 여러 가지 여가생활 지원 프로그램이나 복지 여건 향상을 통해 종사원의 긍정적인 심리가 직무 상황에서도 반영될 수 있도록 전략적으로 모색하는 것이 필요할 것으로 사료된다. 특히, 현재까지 국내 종사원을 대상으로 긍정심리자본의 역할을 규명한 연구는 희소하다는 점을 감안한다면, 본 연구의 결과를 통해 효율적으로 종사원이 근무상황에서 긍정적인 심리적 상태를 유지할 수 있도록 독려하는 것이 결과적으로 종사원의 직무만족 증가를 높여 기업의 직무성과에 대한 향상에 도움을 줄 수 있다는 사실은 유의미한 시사점을 제시해 줄 수 있을 것이다. Targeting hotel employees in South Korea, this paper aims to understand how positive psychological capital significantly influences job satisfaction and it does this by defining job satisfaction as a mediator. Also, it explores the relationship between hotel staff`s positive psychological capital, job satisfaction, and organizational citizenship behavior. Three hundred and twenty five participants were used to test the proposed hypotheses. Statistical verification was done by statistics package program; SPSS WIN 12.0. The results confirm that positive psychological capital has a positive effect on organizational citizenship behavior, and among the four factors of positive psychological capital, all, ``hope``, ``self-efficacy``, ``flexibility``, and ``optimism,`` have positive effects on organizational behavior. Second, positive psychological capital has a positive influence over job satisfaction. This increases employee job satisfaction, which brings improvement to their human services and customer satisfaction. In turn, this should contribute to improved sales performance. Third, job satisfaction plays a mediation role in the relationship between positive psychological capital and organizational citizenship behavior. This implies not only a direct effect of hotel industry employee`s positive psychological capital to organizational citizenship behavior but also its influence over organizational citizenship behavior via job satisfaction.

프로야구장의 서비스스케이프와 지속관람의도의 관계에서 관람몰입의 매개효과

인성호(In, Sung-ho),이정훈(Lee, Jeong-hoon),정경일(Chung, Kyung-il) 대한관광경영학회 2016 觀光硏究 Vol.31 No.5

본 연구에서는 프로야구장의 서비스스케이프와 관람몰입 및 지속관람의도 간의 영향관계 를 파악하고, 동시에 프로야구장의 서비스스케이프와 지속관람의도 사이에서 관람몰입의 매 개효과를 검증하여 실증조사를 통한 실무적 자료를 제시하고자 한다. 실증분석 결과는 첫째, 서비스스케이프 구성요인 중 ‘경기 참여자, 경기장 시설, 응원문화’ 요인은 관람몰입 중 ‘응원몰입’에 정(+)의 영향을, 서비스스케이프 요인 중 ‘경기 참여자, 경 기장 시설’요인은 관람몰입 중 ‘경기몰입’에 정(+)의 영향을 미치는 것으로 나타났다. 둘째, 관람몰입의 요인 모두 지속관람의도에 정(+)의 영향을 미치는 것으로 나타났다. 셋째, 서비 스스케이프 요인 중 ‘경기 참여자, 경기장 시설, 편의시설’요인은 지속관람의도에 정(+)의 영 향이 나타났다. 동시에 서비스스케이프 요인 중 ‘경기 참여자, 경기장 시설’요인과 지속관람 의도사이에서 관람몰입요인 모두가 매개효과를 가지는 것으로 나타났다. 도출된 결과를 바탕으로 지속적으로 야구장을 찾는 관중을 유지하고 미래의 고객인 여성 관중 증대를 위해 좌석 공간 활용과 야구장을 찾는 관중들이 야구장 내에 있는 편의시설들 을 사용하기 쉽게 야구장 내에 위치한 편의시설에 대한 안내도를 입장권 안에 포함시키는 실무적 방안을 제시하였다. 더 나아가 남성, 여성 관중을 위해 선수들과 함께하는 이벤트, 응 원문화를 지속적으로 개발해야 한다는 시사점을 제공한다. This research is carried out to find out the relationship between service scape, watching commitment and continued watching intention. A t the same time, the research intends to provide practical data through actual investigation by verifying mediating effect of spectators flows between the relationship of servicescape and continued watching intention. The result of empirical analysis is as follow: First, among servicescape factors, players, facilitie of stadium, and cheering cultures had positive effect on cheering immersion . Among serv icescape factors, players, stadium facilities, and convenient facilities had positive effect on continued watching intention . Secondly, all of the watching commitment factors had positive effect on continued watching intention . Thirdly, among servicescape factors, game participants, stadium facilities, and convenient facilities had positive effect on spectators’ continued watching intention . At the same time, among service scape factors, factors between game participants and stadium facilities, and spectators’ continued watching intention , all of spectators’ flows factors had positive effect. Based on the results derived from the research, practical suggestions were offered to provide guide map in convenient facilities within base ball stadium to increase female spectators, who would be the major target group in the future, and to maintain the number of visitors. Furthermore, the result implicates that nurturing cheering cultures and developing events with the players for male and female spectators are important.

외식업체 종사원이 지각하는 서번트리더십이 집단응집력 및 조직몰입에 미치는 영향

인성호(Sung Ho In),엄경은(Kyung Eun Eom),정경일(Kyung il Chung) 한국관광연구학회 2015 관광연구저널 Vol.29 No.11

The purpose of this study is to investigate the mediating effects of group cohesiveness on the relationship between the servant leadership and organizational commitment of foodservice employees. Data were collected from foodservice companies such as CJ Freshway, LG Our Home, Shinsegae Food, Samsung Everland, Ahrako, Hyundai food system which were located in Seoul. Out of 360 questionnaires distributed , 272 were finally analyzed for the test. To summarize the results of the study; first, servant leadership was revealed to have a positive(+) effect on cohesiveness and organizational commitment. This gives companies catering company gives their employees meet their growing needs, led to a voluntary commitment and participation, it helps to promote a sense of ownership and responsibility. Second, cohesiveness has a positive effect(+) on organizational commitment of employees. This group of workers are highly cohesive and participatory than to receive a positive experience, and actively accept the goals of the group`s commitment to the task of explaining the high achievement. Third, cohesiveness has mediated the relationship between the servant leadership and organizational commitment. Foodservice employees with higher cohesiveness are expected to have higher intimacy and unity, so that the enhanced commitment is contributive for task accomplishment. In conclusion, servant leadership is expected to enhance the general task accomplishment level. The results of this study has shown that the servant leadership have a significant influence on the group cohesiveness and organizational commitment in foodservice companies. Limitations and future research directions are also discussed.