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서비스종사원이 경험하는 고객 무례함 유형과 인식에 관한 정성적 연구
김영국 ( Yeonggug Kim ),우은주 ( Eunju Woo ) 관광경영학회 2021 관광경영연구 Vol.103 No.-
The main aim of this study was to investigate types of customer incivility and service employees’ recognition towards incivility in the tourism and hospitality industries. To obtain the study purpose, the current study carried out the in-depth interviews with 15 people who have worked in the tourism and hospitality industries and experienced customer incivility. Snowball sampling was used, and the interview resulted were analyzed based on the grounded theory. As the results, The study’s findings showed that there were four types of costomer incivility, ‘verbal violence’, ‘Private request’, ‘physical threats’, ‘intimidating manner’. The major theoretical and practical implications of this study were discussed, and the limitations and comments for future research were suggested.
북한인식과 대북 관광 공적개발원조(ODA) 효과성과 태도의 구조적 관계
김영국 ( Yeonggug Kim ),우은주 ( Eunju Woo ) 관광경영학회 2021 관광경영연구 Vol.101 No.-
The aims of this study were to investigate the structural relationship between the awareness of North Korea, the effectiveness of tourism ODA, and attitudes towards tourism ODA among university students. To achieve the purpose of the study, a questionnaire was designed after the review of previous studies, and then the online survey was fielded December 7-21, 2020, administering the survey to a convenience sample of university students. The reliability and validity of the model was verified and seven paths presented were statistically significant, and the path (environmental effects of Tourism ODA and attitudes towards tourism ODA) was not significant. Based on the study’s findings, this study discussed academic ccontributions, practical implications, and research limitations. The results of this study provided empirical information on the awareness of the effectiveness of tourism ODA and ODA policy.
커피전문점 브랜드의 연예인 광고모델 적합도, 기업,고객관계품질, 브랜드 충성도 간의 구조적 관계 고찰
김영국 ( Yeonggug Kim ),박현규 ( Hyunkyu Park ),남장현 ( Janghyeon Nam ) 한국품질경영학회 2015 품질경영학회지 Vol.43 No.3
Purpose: This study was to identify the structural relationships among suitability of entertainer advertising model, relationship quality and brand loyalty in coffee shop. Methods: This study collected data from those who visited two reputed franchised coffee shops. A variety of statistical methods were used; descriptive analysis, exploratory factor analysis, confirmatory factor analysis and structural equation modelling analysis. Results: The research results from this study are as follows: First, only credibility factor has a positive impact on relationship quality; second credibility and expertness factors positively influence brand loyalty; and third, there is a positive relationship between relationship quality and brand loyalty. Conclusion: The results of this research are useful for identifying the role of advertising models`s suitability in estimating relationship quality and brand loyalty and strategie s for strengthening brand loyalty for coffee shops.
박은경 ( Eunkyung Park ),김영국 ( Yeonggug Kim ) 관광경영학회 2020 관광경영연구 Vol.98 No.-
This study verified the effect of the educational relationship between teacher and student on the overall satisfaction of university education. The survey was conducted on college students from October 22 to December 20, 2019, and a total of 305 samples were used for the final analysis. The analysis results showed that the factors of educational relationship had significant impacts on students' overall satisfaction. Specifically, the most influential factor was the professor's trust and enthusiasm among the factors. It was also the most significant factor in the analysis results considering the students' gender, grade and disposition. First, female students were influenced by all factors of the educational relationship on the satisfaction. And in the case of first and second graders, the professor's attention played an important role. The third and fourth graders were affected by the professor's expectation and interaction. Finally, considering the students' propensity, both introverts and extroverts had significant impacts on their satisfaction by the professor's trust and enthusiasm. Therefore, the most important point in the educational relationship means that the trust and enthusiasm of the professor's teaching should be equipped with the most basic requirements.