호텔종사원의 조직공정성 지각수준에 따른 인적자원관리가 조직성과에 미치는 영향

최복수 ( Bok Soo Choi ),이상경 ( Sang Kyung Lee ) 대한관광경영학회 2008 觀光硏究 Vol.22 No.4

仁川地域 호텔利用客의 서비스 品質에 對한 比較硏究

崔福壽(Choi, Bok-Soo) 청운대학교 관광산업연구소 2012 관광산업연구 Vol.6 No.2

This research emphasizes a comparative study of the two analytic research results performed in 2004 and 2012 regarding customers ’ overall attitude of service quality in the first class hotels of Incheon. The result in 2012 shows us more positive attitude in the fields of rooms and front desk, not to speak of the attitude of the overall service quality, compared with the result in 2004. The mean value of customer satisfaction, revisit intention and recommendation intention in 2012 is measured higher than that in 2004. This means that service quality has been improved. However, in a partial aspect, the rankings of working space in rooms and cleanliness in bath were dropped, compared to 2004. And in the area of the front office, the rankings of consideration for regular customers and delivery of messages turned up to be fallen. The biggest problem in the division of F & B is that the taste of food was ranked the lowest in both results of 2004 and 2012. Thus the result shows us that this problem should be improved.

호텔 종사원의 직무 및 직장만족 영향요인에 관한 연구

최복수(Bok Soo Choi),이상경(Sang Kyung Lee) 한국호텔외식관광경영학회 2003 호텔경영학연구 Vol.12 No.1

This study aims at providing the indispensable data for the job design by investigating the relationships between job characteristics and job satisfaction of employees. To fulfill this goal, I try to systematize theoretical backgrounds concerning job characteristics and job satisfaction and analyze the relationship between them by sampling some employees who works for four deluxe hotels located in Kangnam area. The result of this research shows that some difference could be found between factors of job characteristics and those of job satisfaction. This difference can tacitly tell us what factors we should investigate priorly on the basis of the factors of job characteristics, when job design or job redesign is required. As a consequence, this research has its purpose to attest that the job satisfaction among employees is heavily dependent on job characteristics. In addition to the purpose of the research mentioned above, the research, following the first in 1997, has been accomplished and will be used as basic data to evaluate the change of the relationship between job characteristics and job satisfaction in the succeeding study in the issue.

고객의 질이 호텔기업의 서비스품질에 미치는 영향

최복수(Bok Soo Choi),신철호(Chul Ho Shin) 한국관광연구학회 2005 관광연구저널 Vol.19 No.3

This study proposes the customer quality as a parameter of service quality from a new perspective, develops an evaluation scale for it in relation to the service business, analyzes and evaluates the its effect on service quality and performance. Frist, the concept of service quality and customer quality was investigated in the literatures, to find a basis for its relation to the quality of hotel service. However, previous researches on the topic of customer grade were scarce, and because the elements that constitute customer quality have not been identified, interviews to derive at the elements that can evaluate customer quality and pre-investigations of hotel customers based on these elements were performed to confirm the reliability of the assessment scale, which with some minor adjustments, was developed into the final customer quality assessment scale. The quality of hotel service was defined in terms of four comfonents : customer quality, physical quality, service provider quality and hotel quality; The conclusions of this study based on the analysis of actual date can be summarized as follows : 1) This study primarily focuses on developing a customer quality assessment scale to confirm the importance and effects of customer quality. 2) The effect of hotel quality on performance becomes more meaningful when customer quality is considered. 3) Customer quality plays a significant indirect role via hotel quality on performance, and the physical quality and service provider quality offered to the customer at a hotel have more direct effect on performance, illustrating the difference in the effect on hotel quality depending on the component of hotel quality.

신규호텔의 재무타당성분석의 적용방안

최복수(Bok-Soo Choi) 한국콘텐츠학회 2009 한국콘텐츠학회논문지 Vol.9 No.1

경제성 분석에 의한 재무타당성 분석은 이론적으로나 실무적으로 그 타당성이 인정되고 있으나, 할인율 추정이 어려운 관계로 경제성 분석과 결과해석이 실무적으로 쉽지 않다. 따라서 본 연구는 신규호텔 건설시 경제성 분석에 의한 재무타당성 분석의 구체적인 틀과 실무적용방법 및 기술을 제시하는데 근본적인 목적을 두고 연구하였다. 연구의 결과, 첫째, 대용베타방식에 의한 할인율(자본비용)을 실무적으로 추정하는 방식을 제시하여 경제성 분석결과에 대한 신뢰성과 타당성을 증대시킬 수 있었다. 둘째, 할인율과 현금흐름을 이용한 경제성 분석기법(순현가법, 내부수익율법, 수익성지수법 등)에 의한 재무타당성 분석의 전체적인 틀을 설명할 수 있었다. 셋째, 재무타당성 분석의 각 단계에서 요구되는 실무적인 분석기술을 제시할 수 있었다. It is evident that a financial feasibility study based on the economic analysis has been theoretically and practically accepted in the aspect of its adequacy. However, it is not easy to apply in the practical business affairs since there exist some difficulties on the economic analysis and the interpretation of the result because of the difficulty of the estimation of the discount rate. This study aims to suggest a method of the financial feasibility study based on the economic analysis. The results of this study are as follows. First, this study can increase the reliance and adequacy of the economic analysis result by suggesting a method of estimating the discount rate by means of the proxy β method in the practical way. Second, this study can provide the overall frame of the financial feasibility study based on the economic analysis method (namely, Net Present Value Method internal rate of return, profit index method and payback period method)which use discount rate and cash flow. Third, this study can suggest an practical analysis skill required in each step of the financial feasibility study

호텔부문 : 호텔 종사원의 직무 및 직장만족 영향요인에 관한 연구 -직무특성 및 직무만족 요인을 중심으로-

신철호 ( Cheol Ho Shin ),최복수 ( Bok Soo Choi ),이상경 ( Sang Kyung Lee ) 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 2006 호텔리조트연구 Vol.5 No.2

관광과 문화 : 호텔 종사원의 직무 및 직장만족 영향요인에 관한 연구 -직무특성 및 직무만족 요인을 중심으로-

신철호 ( Chul Ho Shin ),최복수 ( Bok Soo Choi ) 한국관광산업학회 2006 국제관광학술대회 Vol.2006 No.-

호텔기업의 멤버십마케팅 운영

신철호(Chul-Ho Shin),최복수(Bok-Soo Choi) 한국콘텐츠학회 2008 한국콘텐츠학회논문지 Vol.8 No.3

본 연구는 호텔멤버십 운영에서 텔레마케터의 고객지향성이 종업원(텔레마케터)만족에 미치는 영향을 규명하고자 서울지역을 비롯한 5개 지역의 특급호텔에 근무하는 텔레마케터를 대상으로 하였다. 실증분석을 통해 고객지향성이 높을수록 종사원 만족이 높아지는 것으로 나타났다. 또한 서울지역과 타지역간의 고객지향성과 종업원 만족의 차이와 인구 통계적 특성을 배경변수로 차이를 검증하였다. 본 연구는 호텔멤버십 연구에서 아직 다루지 않았던 호텔 텔레마케터를 대상으로 처음으로 연구를 시도하였고 이를 고객지향성과 연결시켰다는데 그 의의가 있다. This study was performed focusing on the telemarketers of the deluxe hotels in the five different areas as well as Seoul in order to find out the influence of the customer orientation of the telemarketers in the hotel membership operation on the telemarketers satisfaction. And the deferences of the customer orientation and the employee's satisfaction between the hotels in Seoul and in other areas were examined using the demographic characteristics as the background variables. According to this study, it reveals that the degree of the employee's satisfaction was high when their customer orientation was perceived as high. This study has a significance because it tried for the first time to research focusing on the telemarketers and to relate them to the customer orientation.

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.

도심지역 축제에 대한 참가속성 분석 : 축제상품 제공자를 중심으로

최복수,이상경 세종대학교 관광산업연구소 2002 호텔관광경영연구 Vol.17 No.-

This study is to survey motivating of stores attending the local festival, to compare motivation with satisfaction of the local festival and to show the problems of the local festival. The purpose of this study is to establish the festival polices and to be a platform of further local festival. The survey was carried out for Oct. 1-31, 2001. Total of 300 questionnairs were distributed to the respondents, and 275 questionnairs were usable and analyzed. The data analysis was done by SPSS/WIN statistical package program. The main findings are as follows, First, the significant difference in selective festival attributes were 'better cultural life of the local residents', 'the effective advertisements', etc 9 attributes. Second, the determined factors were 'negative activity', 'positive activity', 'responsibility', 'advertisement-promotion', 'customer affinity', 'convenient for participation'. Third, several issues concerning improvement are 'remaining as a local festival itself', 'limited parking space', 'heavey traffic', 'many stores attending'.