프랜차이즈 커피전문점직원의 비언어적커뮤니케이션이 고객의 감정, 만족, 충성도에 미치는 영향연구

장현종(Hyun Jong Jang) 한국관광연구학회 2014 관광연구저널 Vol.28 No.9

The purpose of this study was to verify influencing relationship among nonverbal communication, customer emotion, customer satisfaction, customer loyalty. Especially, emotional responses of the customers were added to see whether they play the role of mediating variables between coffee shop server’s nonverbal communication and customer satisfaction. For this study, 240 samples were distributed and finally 211 samples were selected for the analysis. By using the SPSS version 18.0 and Amos version 18.0, statistical analyses for collected data were performed including a confirmatory factor analysis, a Cronbach’s alpha and path analysis. The results are as followed. Firstly, nonverbal communication of coffee shop server had effects on positive emotion and customer satisfaction, Secondly, among nonverbal communication, only proxemics had effects on negative emotion. Thirdly, customer satisfaction based on precedent variables had impacted on customer loyalty. Finally, in order to check mediating effect of emotional responses, positive emotion only proved that it took a role as partial mediation. On the other hand, negative emotion showed partial mediation between proxemics and customer satisfaction. Final conclusions are as followed. Since customer satisfaction was established through positive emotion provoked by nonverbal communication, In order to increase customer loyalty, customer satisfaction should be considered in advance. Therefore, the primary focus of the related industry should be to help coffee shop servers to understand the importance of non verbal communication

호텔 전자조달시스템의 도입이 구매성과기대에 미치는 연구

장현종(Hyun-Jong Jang),오순환(Soon-Whan Oh) 한국콘텐츠학회 2010 한국콘텐츠학회논문지 Vol.10 No.10

본 연구의 목적은 전자구매시스템의 도입을 통해 구매성과기대에 미치는 영향을 파악하고자 하는 것이다. 선행연구의 고찰을 통해 다음의 가설이 설정되었다. H1 : 근무호텔의 특성(호텔등급, 객실 수, 경영형태, 직원 수)에 따라 전자구매시스템도입에 대한 필요성지각에는 차이가 있을 것이다; H2 : 전자구매 시스템 도입에 대한 필요성 지각은 식자재, 음자재, 객실소모성 및 청소용품, 시설 관련 일반자재 구매에 대한 성과기대에 유의한 영향을 미칠 것이다; H2-1, H2-1, H2-3, H2-4 : 전자구매 시스템 도입에 대한 필요성 지각이 식자재, 음자재, 객실소모성 및 청소용품, 시설 관련 일반자재 구매성과기대에 미치는 영향에 있어서 직급과 직무는 조절변수역할을 할 것이다. 결과적으로 전자구매시스템도입에 대한 필요성 지각은 구매기대성과에 비례하는 것으로 나타났으며, 직급과 직무의 조절변수역할에 대한 검증은 부분채택 되었다. The objective of this study is to show how much it could impact improvement expectation by adopting E-procurement system. Based on literature review, the following hypotheses were proposed: H1; The level of perception for adopting E-procurement system will be different by hotel's grade, the number of hotel rooms, types of Management, the number of employees. H2; Perception for adopting E-procurement system will influence improvement expectation of food material purchasing, beverage material purchasing, Room guest supplies & cleaning supplies, general material purchasing. H2-1, H2-2, H2-3, H2-4; Perception for adopting E-procurement system will differently influence improvement expectation of food material purchasing, beverage material purchasing, Room guest supplies & cleaning supplies, general material purchasing by job level and job performance. As a result, perception for adopting E-procurement system is in proportion to improvement expectation of purchasing and hypotheses related with job level and job performance which are moderating variables were accepted partially

호텔정보기술 혁신요소가 전자상거래 확산, 경영성과에 미치는 영향

장현종(Hyun-Jong Jang),정웅용(Ung-Young Jeong),신철호(Chul-Ho Shin),최복수(Bok-Soo Choi) 한국콘텐츠학회 2010 한국콘텐츠학회논문지 Vol.10 No.10

본 연구는 정보기술 혁신요소가 전자상거래 확산과 경영 성과에 미치는 영향을 밝히는데 있다. 조사 및 분석을 위하여 2009년 8월 15일부터 9월 15일까지 서울, 인천 지역에 위치하고 있는 특급호텔에서 구매업무를 수행하고 있는 구매부 직원과 재경부 직원을 중심으로 150부의 설문을 배포하였으며 그 중 135부를 분석에 사용하였다. 연구 결과 정보기술 혁신요소는 기업 내 확산과 기업 간 확산 모두에 영향을 주는 것으로 나타났으며, 경영성과에는 기업 내 확산만이 유의한 영향을 주는 것으로 나타났고 정보기술과 기업 간 확산은 경영성과에 유의한 영향을 주지 않는 것으로 조사되었다. 본 연구의 시사점은 정보기술 혁신요소가 기업 내 확산과 기업 간 확산에 영향을 주지만 경영성과에는 기업 내 확산만이 긍정적 효과를 주는 것으로 나타났기 때문에 경영성과를 이룩하기 위해서는 기업 내 확산을 활성화 시켜야한다는 시사점을 도출할 수 있다. This study is to find out influences of IT innovations factors on e-commerce diffusion, management performance. To research and analyze, from August 15th to September 15th in 2009, the questionary distributed 150 working employees at Purchasing Team & Finance Team in five star hotel in Seoul Metropolitan Area, then used for data analysis 135. The results come up with; Firstly, the factors of Information Techonology impacted on e-commerce diffusion & management performance. Secondly, e-commerce diffusion within company only had effect on management performance. The implication of this study is that if IT innovation factors were improved, hotels would have competitive achievement.

호텔기업의 효율적인 원가관리를 위한 식자재 구매시스템과 운영절차에 관한 연구

장현종 ( Hyun Jong Jang ),이두진 ( Doo Jin Lee ) 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 2011 호텔리조트연구 Vol.10 No.1

The purpose of this study is to approach how it will save the cost of food & Beverage and to maximize the efficiency of procedures by comparing the purchasing system & operation procedures which are currently being utilized in two super upscale hotels. In a case of "A" hotel launching E-procure system, it shows transparency of transaction between suppliers and hotel, efficient time allocation for staffs due to application of computer than paper documents, strategic plan by verifying the channel & pattern of expense, the advanced scheme of purchasing, stable supplying from suppliers, and efficient cash flows by maintaining a certain level of stock. In a case of "B" hotel which has opened commissary kitchen, purchasing requisition is controlled by cross checking between material department and commissary kitchen, which enables them to save cost & maintain high level of service. As the competition is becoming keen in hospitality industry, adapting E-procurement purchasing system and the suggested operating procedures is one of the effective ways to save the cost.

DEA를 활용한 호텔효율성분석과 호텔산업의 활성화 방안연구 - 서울지역 호텔을 중심으로 -

장현종 ( Jang Hyun-jong ) 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 2017 호텔리조트연구 Vol.16 No.3

The purpose of this study was to provide the direction for whether building hotels are appropriate or not at this time based on DEA analysis. Lately many hotels have been built in Seoul without exact demand analysis. Therefore, I have analyzed financial statements of some hotels located in Seoul. Final results through this study are what type of hotels should be made through differences between areas and hotel grades are as follows: First, we should consider erecting more hotels providing limited-service in the Gangnam area. because hotels giving limited-service in the Gangnam area are the most efficient. Second, second-efficient hotels are the ones offering full-service in the Gangnam area. Third, third-efficient hotels are the ones providing full-service in Seoul except the Gangnam area. Lastly, the least efficient hotels are the ones providing limited-service in Seoul except Gangnam area. according to the research result, we should consider constructing more hotels offering limited -service in the Gangnam area.

업셀링 서비스교육이 직무만족과 호텔의 재무적성과에 미치는 영향

장현종(Hyun Jong Jang),곽강희(Gang Hee Gwak),정규엽(Kyu Yeob Chung) 한국호텔외식관광경영학회 2009 호텔경영학연구 Vol.18 No.4

The purpose of this study is to maximize the hotel revenue by conducting upselling training which should be performed efficiently and effectively in the competitive hotel industry. Besides, it is executed that upselling training as a independent variable has an impact on job satisfaction & financial performance by using incentive as moderating effect. Respondents are divided into two groups by Rooms and F&B divisions only due to the opportunity contacting the guests. Actually revenue generating by upselling training is required to have two factors, financial incentive for individual and social compensation such as compliment & honor together. Therefore employees will be encouraged & motivated effectively to participate in upselling program. however, before launching this program, standardized & objective compensation system should be installed in case of financial incentive and social compensation as well will not be successful without management`s efforts. Therefore, in order to fulfill upselling program successfully, hotels should throughly investigate fairly reward system and show management`s concern.

커피전문점의 물리적 환경이 정서와 만족 그리고 충성도에 미치는 영향관계연구

장현종(Hyun Jong Jang),이광옥(Gwang Ock Lee) 한국관광연구학회 2013 관광연구저널 Vol.27 No.6

This study was conducted through literature research and empirical study in order to verify influencing relationship between physical environment, emotional responses, satisfaction and loyalty in Coffee Shop. The purpose of this study is to provide efficient management module to operator based on factors how consumers think of coffee shop. In this study, five hypotheses on the following relations are set up: physical environment and satisfaction, physical environment and loyalty, physical environment and emotional reponses, emotional responses and satisfaction, emotional responses and loyalty. The results from hypothesis verification showed that attraction and cleanliness out of physical environment have an impact on satisfaction. attraction, environment and cleanliness out of physical environment have a impact on loyalty. positive emotional responses has only an impact on satisfaction. negative emotional response has an impact on satisfaction and loyalty. with this study result, we can assume that young consumers consider visual interior, design, cleanliness as important factors to satisfaction and loyalty. additionally, restful music and indoor lighting also are crucial factors impacting on them.

호텔기업의 IT혁신요소와 전자상거래확산이 전자조달 효율성에 미치는 영향

장현종(Hyun Jong Jang),정규엽(Kyu Yeob Chung) 한국호텔외식관광경영학회 2010 호텔경영학연구 Vol.19 No.4

This study is conducted to find new business model under increasingly competitive hotel businesses. Relatively many studies about e-procurement efficiency through IT innovation and E-commerce diffusion by the manufacturing industry have been done in the past. On the other hand, hospitality industry has not conducted profound study for that matter. Therefore, this research for hotel management is performed to suggest improvements especially for hospitality industry. This study, based on prior research on innovation theory, has identified ten variables under three broad categories (technological, organizational, and environmental contexts) and evaluated their influence on diffusion which would result in improved e-procurement efficiency. To serve the purpose of this study, 142 face to face survey were collected from Purchasing departments as well as Finance & Accounting departments in 28 hotels in the Seoul-Metropolitan Area, of which, 135 respondents were utilized in the actual research. So the results from my survey indicate that the management should encourage all staffs to participate in e-commerce diffusion for e-procurement efficiency, but also should pay close attention to the factors outside of the hotels such as an environment of supplier system, market situation in order to gain advantages within the competitive hotels business.

호텔 직원의 조직후원인식이 조직변화몰입 및 근로의욕과 이직의도에 미치는 영향

전현미 ( Hyun Min Chun ),권한조 ( Han Jo Kwon ),장현종 ( Hyun Jong Jang ) 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 2015 호텔리조트연구 Vol.14 No.3

The purpose of this study is to know whether the Competitiveness Reinforcement in the hotel industry and Perceived Organizational Support(POS) have an influence on Commitment to Organizational Change(COC), Work Desire and Turnover Intention about multidimensional relationship. The survey questionnaires were distributed to hotel rooms division employees in Seoul City. Two hundred twenty-six showing a 90.4% usable response rate was used for the final analysis. SPSS 13.0 and AMOS 4.0 were employed to analyze the unidimension ability of research concepts and reliability test and exploratory factor analysis were performed. It was also used multiple correlation analysis to verify for bias validity. Moreover, structural equation modeling were employed to verify research hypotheses. The results of this study are as follows. First of all, Perceived Organizational Support(POS) in operational support and emotional support has a positive effect on Commitment to Organizational Change(COC). Secondly, Commitment to Organizational Change was related positively to Work Desire. Thirdly, Commitment to Organizational Change wasn``t related to Turnover Intention. In addition, Perceived Organizational Support in operational support and emotional support has a positive effect on Work Desire. At last, Perceived Organizational Support in operational support and emotional support has a negative effect on Turnover Intention.

DMZ 인문관광자원의 가치증진 방안 연구

이웅규 ( Lee Woong Kyu ),장현종 ( Jang Hyun Jong ) 경남대학교 산업경영연구소 2018 지역산업연구 Vol.41 No.2

본 연구는 평화와 공존이라는 과제를 실현해야 하는 세계사적 전환기 앞에 북한 김정은 체제의 핵 위협 등으로 DMZ가 경제대국의 패권주의와 제3세계권의 지역적·정치적 폐쇄주의의 장(場)으로 변하는 것을 막고자 했다. 이에 본 연구는 이를 함께 극복하는 미래 가치지향적인 전향적 사고의 실험장으로서 상당히 가치가 높은 DMZ 인문관광자원의 가치증진을 위한 방안을 문헌 고찰하였다. 이를 통해 본 연구는 DMZ의 담론을 ‘생태-안보-경제’, ‘생명-평화-치유’의 패러다임에서 ‘협력-공생-통로/경로/벨트(Belt)’로 재상징화 하는 단계로 나가고자 한다. 과거의 분단체제와 이념에 사로잡힌 DMZ에 대한 인식을 뛰어넘어 통일의 다양한 인문지리학적 가치를 밝혀나갈 수 있는 관광학 측면의 새로운 학술적 연구와 실증적 접근이 필요한 시점이다. DMZ 인문관광자원의 활용과 홍보는 통일 한국의 미래가치를 지향하는 전향적인 행태라는 점에서 반드시 고려해야 한다. 이것은 DMZ 보전(保全)과 보호(保護)의 필요성에 관한 공감을 확산하고, DMZ를 찾는 내·외국인들에게 DMZ에 관한 가치 재인식과 인문관광자원에 대한 이해도 향상에 효과가 있을 것으로 기대된다. The purpose of this study is to suggest ways to prevent the DMZ from becoming a zone of regional, political chauvinism of the third world and hegemony of an economic power due to the nuclear threats by Kim Jung Eun regime of North Korea. For this study, we have performed literature reviews to improve the DMZ's value as a resource for humanistic tourism, since the DMZ can be a great tested for future oriented and forward thinking mindset. This Study aims to move forward from the paradigm of 'ecology-security-economy' and 'life-peace-healing' to that of 'cooperation-symbiosis-passage/path/belt'. It is time to move beyond that the old notion of the DMZ such as separation and political ideology, and establish a new phase to tourism that would enable empirical approach and new scientific research that could discover the humanistic and geological values from the unification of Korea. The utilization and promotion of DMZ as resources for humanistic tourism must be considered due to the fact it represents the future value of united Korea. This approach will result in not only the recognition of need for preservation and protection of the DMZ, but also in better understanding the value of it, and its role as the resources for humanistic tourism to both local and foreign visitors.