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산학실습을 통한 경험적가치가 자기브랜드연결과 만족도에 미치는 영향
장미향 ( Mee Hyang Chang ),김순하 ( Soon Ha Kim ),권정희 ( Jung Hee Kwon ) 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 2016 호텔리조트연구 Vol.15 No.1
This study performed to identify the experiential value and the relationship among experiential value, satisfaction and self-brand connection. SPSS18.00 was performed to conduct frequency analysis, reliability analysis, exploratory and regression analysis. Result confirmed the validity and reliability and found significant relationships among the constructs. First, experiential value was identified with 4 factors, aesthetic, economic, service, and playful value. Second, two factors of experiential value, aesthetic and economic value, have positive influence on satisfaction. Third, satisfaction was significant antecedent of self-brand connection. Fourth, four factors of experiential value have positive influence on self-brand connection. These result will be helpful for colleges and industries to develop advanced internship program.
장미향 ( Mee Hyang Chang ),김대철 ( Dae Cheol Kim ),류설파 ( Xue Bo Liu ) 한국고객만족경영학회 2011 고객만족경영연구 Vol.13 No.2
서비스 실패와 회복에 관한 연구는 주로 한 국가 내에서의 경험을 바탕으로 한 것이 주를 이루고 있다. 많은 국내 외식기업들이 해외시장 특히, 중국시장에서의 기회를 찾고자 하는 노력이 증가되고 있으며 따라서 한국과 중국의 국가 간의 유사점과 차이에 대한 비교평가가 절실히 요구되고 있다. 본 연구에서는 외식기업들에게 있어서의 서비스 실패와 회복전략에 대한 두 나라간의 차이를 CIT 기법을 중심으로 비교하고 있다. 424명의 응답자들을 분석한 결과 서비스 실패 및 회복에 대한 노력들이 같은 동양권 국가임에도 불구하고 많은 차이가 발생하였다. 서비스 실패의 경우, 한국 고객들은 음식문제 및 느린 서비스 등 서비스 전달 시스템 상의 문제 및 종업원의 태도 등이 가장 빈번하게 발생한다고 하였다. 그러나 중요도 면에서는 주로 종업원의 태도 등 종업원 자체의 문제로 발생되는 것들과 레스토랑의 불분명한 정책 등으로 발생하는 실패에 더욱 가치를 부여하였다. 반면에 중국의 고객들은 빈도적인 측면이나 중요도 면에서 공통되게 주로 음식자체의 결함에 무게를 두는 것으로 밝혀졌다. 서비스 실패에 대한 외식업체들의 회복노력은 한국의 경우 무반응과 주문 수정 후 음식 다시제공 등이며, 중국은 사과와 무반응 등이었는데, 양 국가 모두 고객들이 원하는 회복방안과 다소 차이가 있었다. 두 나라에서의 이러한 차이점은 Hofstede(2001)의 국가 문화 지수에 근거한 양국의 문화적 특성의 차이와 일치하는 면을 보이고 있다. The line of research on service failure and recovery has tended to emphasize single nation research to date. As most of major Korean service firms continue to seek opportunities in foreign markets, especially in China, much effort needs to focus on assessing Korea`s and China`s similarities and differences so as to develop appropriate strategies. This study compares the effects of failure and recovery strategies in the restaurant sector of two countries with similar but different cultures with the CIT method. Responses of 424 restaurant customers were analyzed. Even if two countries are in same Asian cultures, there are some differences in recovering efforts of services firms on service failures. As of service failures, restaurant customers in Korea highly care about service failures caused by unprompted/unsolicited employee actions including employee attitudes, and unclear policies of the service firms. On the contrary, chinese customers levy more emphasis on failures in foods themselves. In both countries, service firms` service recovery strategies deployed are different from recoveries customers wanted. These differences between two countries are explained in light of Hofstede`s cultures index as well. Overcompensation methods as an service recovery do not appear to influence customer repeat patronage intentions, nor do they have significant influence on the rating of recovery effort. This last finding suggests that restaurants could and should use less expensive recovery methods.
프로젝트 관리기법에 따른 외식업체의 선택적 조리생산기법
장미향(Mee Hyang Chang),최웅(Woong Choi) 한국호텔외식관광경영학회 2002 호텔경영학연구 Vol.11 No.2
This problem addressed in this paper is the effective scheduling rule of activities in food production scheduling to minimize the project duration subjected to fixed resource constraints. Various scheduling rules have been applied to manufacturing industries while there have been no previous comparisons of the effectiveness of this rules relative an optimum solutions in food service industries. Resource allocation decisions determine the allocation of resources among projects such that resources are allocated to critical projects. This paper evaluates the relative performance of three resource allocation priority rules. Althoughp optimization procedures exist small projects of this type, they can generally solve large scale projects and may be widely available in food service industries, too. Therefore, this paper is an attempt to apply the existing scheduling rules under resource constraints to be food production process, make such a comparison of three resource allocation priority rules.
소비자의 그린에 대한 관심이 친환경 레스토랑 방문의도에 미치는 영향
김정훈(Jung Hoon Kim),장미향(Mee Hyang Chang),김대철(Dae Cheol Kim) 한국관광연구학회 2015 관광연구저널 Vol.29 No.3
This research studied the effects of customers’ green concerns on intension of visiting eco-friendly restaurants using model of goal-directed behavior(MGB). We proposed that customers’ concerns on greens might have effects on their attitudes towards deciding to visit eco-friendly restaurants through desire. For the analyses, we surveyed 300 participants for two months from July to September in 2013 and finally used 229 valid questionnaires. The results show that two dimensions (society, environment) of customer’s green concerns are found to be statistically significant and the dimension of health is not supported. The motivational and habitual aspects of human behavior as well as a sense of behavioral control affect behavior intention. All determinants of MGB (attitude, subjective norm, anticipated emotion) give significant impacts on motivational context except perceived behavioral control. It implies that perceived behavioral control is a significant determinant of behavior intention but has no causal relationship with desire. It is also found that the customers’ prior environmental knowledge as well as frequency of past behavior had no effects on desire but had effects on customers’ intension of visiting eco-friendly restaurants. These suggest that marketing efforts for eco-friendly restaurants should consider enhancing customers’ favorable concerns on greens and frequency of past behavior as well as prior knowledge on environments.
패밀리레스토랑에서의 부정적 대기경험이 수용가능성 및 부정적 감정반응성을 매개로 이탈의도에 미치는 영향
배준철(Jun Chul Bae),장미향(Mee Hyang Chang),김대철(Dae Cheol Kim) 한국관광연구학회 2015 관광연구저널 Vol.29 No.5
In this study, the impacts of negative wait experiences on customer satisfaction and exit intention through acceptability and negative emotional response are addressed. For the study, 240 samples are collected by convenience sampling. The results represent that negative wait experiences have direct effects on acceptability as well as negative emotional response. It is also known that negatively perceived wait time has more impact on negative emotional response than any other dimensions of negative physical wait environments and uncontrollability. More specifically, acceptability of waiting affects negative emotional response and customer satisfaction. Thus, high level of acceptability against waiting reduces the degree of negative emotional response and increases customer satisfaction. In the meantime, negative emotional response does not impact on customer satisfaction since customers of family restaurants already have known the service itself or the level of service quality of franchised restaurants. But negative emotional response caused by negative wait experience affects exit intention. The possible reason for this is that most family restaurants are so standardized and similar without distinction from others that customers have little hesitation to exit to other brand restaurants. It is also found that there are moderating effects of experiential value on negative emotional response and exit intention.