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외식업체의 서비스품질이 고객만족과 재방문의도, 구전의도에 미치는 영향
이애주(Ae Joo Lee),박대환(Dae Hwan Park),박진우(Jin Woo Park) 한국호텔외식관광경영학회 2003 호텔경영학연구 Vol.12 No.1
The purpose of this study is were to identify the nature of the customer service quality of family restaurants, and based on it, to examine the relations among customer satisfaction, intention of revising, and intention of oral transmitting. For this purpose, the relation between the service quality of family restaurants and the customer satisfactionwas investigated through theoretical consideration on the customer service quality of family restaurants and customer satisfaction with resultant variables are examined, and then, an efficient and effective strategic framework was suggested to improve the customer service quality of family restaurant. Through the present study the effects of the service quality of family restaurants on customer satisfaction, and its relation with resultant varibles which are the intention of revising and oral tranmitting were examined, and the results suggests as follows. First, the factors of service quality that affect customer satisfaction are personnel service, menu service and extra service in the orderof intensity. Second, the result of analyzing the relation between customer of satisfaction and the intention of revisiting, customer satisfaction appeared th have a significant effect on the intention of revising. Third, according to the result of analysing the relation between customer satisfaction and the intention of oral transmitting, customer satisfaction appeared to have a significant effect on the intention of oral transmitting. Fourth, according to the result of verifying the relation between the intention of revisiting and the intention of oral transmitting, the two intentions were in positive(+) correlation with each. Fifth, acording to th result fo analysing the relation among the service quality factors, the intention of revising and the intention of oral transmitting, the factors affecting customers` intention of revisiting and oral transmitting appeared to be menu service, personnel service and extra service in the order of intensity.
대한급식소의 품질속성과 운영형태에 따른 만족도의 비교 연구
이애주(Ae Joo Lee),임영숙(Young Sook Lim) 한국호텔관광학회 2002 호텔관광연구 Vol.4 No.1
The purpose of this study is to present and operation forms appropriated for the college lunch program tailored to customers. For this purpose, it attempted to analyze the degree of importance and satisfaction with the attributes of service quality for school lunch and comparing forms of operation to attain the efficient college-lunch management system. Based on the findings, an attempt was made to make several suggestions as follows: First, the reason why college students used the college lunch program was low prices, and the savings of time due the proximity of the lunch station on campus. Second, the evaluative attributes of lunch-program service quality of which its users thought importantly included sanitation, cleanliness and menu diversity. Third, the evaluative factors of service quality able to raise the overall degree of the college-lunch program included food quality, menu diversity and price. Fourth, it was found that respondents had the high level of satisfaction with the college lunch program under operation by consignment as a result of the research on the college-lunch program currently in progress by operational form.
이애주(Ae Joo Lee) 한국호텔외식관광경영학회 2001 호텔경영학연구 Vol.10 No.1
The environment of the food service industry is ever changing. Business success is increasingly difficult to achieve without appraising and assessing the local and international conditions as well as the operational system itself. The success of core commercial facilities depend directly on the mix of concepts, space planning and flow/visibility. Correct tenant selection and commercial lease terms combined with innovative and cross-border approaches are also essential. In this study, detailed analysis of market environment is being used to identify the variables that are most important for foodservice success. The foodservice demand analysis based on market environment is processed through 5 steps 1) market area review, 2) site analysis, 3) competition analysis, 4) demand analysis, 5) space programming. Where step 1) market area review and step 2) site analysis have been performed successfully in past, the new approach should be able to quantify the demand through step 3) competition analysis, 4) demand analysis and 5) space programming. Through this analysis, the size of the commercial unit and the concept mix of food-service industries could be determined.
우리나라에서의 크루즈 개발 방향과 시장확대전략에 관한 연구
이애주(Ae Joo Lee),하인수(In Soo Ha) 한국호텔관광학회 2000 호텔관광연구 Vol.2 No.2
This study was based on the theoretical investigations, case studies and interviews by several ship company`s staffs. This study has worked with two purposes; first, to suggest the directions of cruise development, second, to present cruise market enlargement strategies in Korea. The one is as follows; it is desired that cruise ship is developed by used vessel or charter ship or consortium. And the popularity of cruising is expected to fuel the rate of private and government investment in port infrastructure, new ship, destinations, itineraries, and tourism-related services. The other is as follows; The keys to cruise market enlargement are needed a variety of cruise course and by differentiating the product on the basis of image, physical attributes of the product, service level, or location, cruise lines can gain a competitive advantage. In order to obtain service excellence cruise lines are scrupulous about the training of one`s personnel. Being a major source of tourist information and a vital channel of distribution for cruise, it is imperative that cruise operators work closely with travel agents to promote and sell cruises. The marketing and promotion of cruise will require the cooperation of both the private and public sector to increase the demand for cruise travel. Also pricing of cruise needs to control customer demand through price policy and differentiations of price in high -season and shoulder- season.
호텔한식당 직원의 교육훈련에 대한 지각이 직무만족과 조직몰입, 고객지향성에 미치는 영향
이애주(Ae Joo Lee),김순하(Soon Ha Kim) 한국호텔외식관광경영학회 2006 호텔경영학연구 Vol.15 No.5
The purpose of this study was to investigate the influence of educational training on job satisfaction, organizational commitment, and customer orientation in Korean restaurants. The sample was obtained during the two month periods from August 16th 2005 to October 15th 2005 and out of 300 copies of the questionnaire, 214 copies responded with sincerity were made an object of the analysis. The results of the study were as follows. Firstly, teaching skills of trainers, training environment and training contents had an positive impact on the job satisfaction Secondly, training environment and training contents significantly effected on organizational commitment. Teaching skills of trainers, training contents had influence on customer orientation. Finally, job satisfaction and organizational commitment perceived by employees had effect on the customer orientation as well.
이애주 ( Ae Joo Lee ),최해수 ( Hai Soo Choi ) 한국호텔리조트카지노산학학회 2004 호텔리조트연구 Vol.3 No.1
The concrete purpose of this study is examining closely through the paper research as well as experts` opinion about the definition and entire structure of hotel theatre. The consequence of this study is as follows. First, services of the performance factor, Second, atmosphere and general appearance factor, third, the price & other service factor, fourth, food & beverage service factor, fifth, service and reservation factor.