온라인 여행사(OTA) 서비스품질이 만족 및 행동의도에 미치는 영향

민소라(Min, So-Ra),이슬기(Lee, Seul-Ki) 한국관광레저학회 2020 관광레저연구 Vol.32 No.3

개인의 혁신성향이 옴니채널 지속사용의도에 미치는 영향

민소라(Min, So Ra) 글로벌경영학회 2021 글로벌경영학회지 Vol.18 No.3

본 연구의 목적은 옴니채널 서비스의 지속사용의도를 결정짓는 요인으로 개인의 혁신성향과 서비스의 용이성, 유용성을 설정하여 관계를 규명하는 것이다. 이를 위해 최근 3개월 이내에 옴니채널 서비스를 이용한 경험이 있는 자를 대상으로 자료를 수집하였다. 설문조사는 2021년 2월 1일부터 3월 31일까지 2개월 동안 진행하였으며, 총 280부가 회수되었으나 통계적 분석에 적합하지 않은 11부를 제외하고 269부를 최종분석에 사용하였다. 실증분석 결과는 다음과 같다. 첫째, 개인의 혁신성향은 옴니채널 서비스의 용이성과 유용성에 긍정적인 영향을 미치는 것으로 나타났다. 둘째, 개인의 혁신성향은 옴니채널 서비스를 지속적으로 사용하고자 하는 의도에 긍정적인 영향을 미치는 것으로 분석되었다. 셋째, 옴니채널 서비스의 용이성과 유용성은 이용자의 옴니채널 서비스 지속사용의도에 유의한 영향을 미치는 것으로 확인되었다. 이상의 결과를 토대로 다음과 같은 시사점을 도출할 수 있었다. 첫째, 혁신성향을 더 많이 가지고 있는 소비자일수록 옴니채널 서비스를 더 유용하다고 인지하는 것으로 해석할 수 있었다. 둘째, 옴니채널 서비스의 지속사용의도를 향상시키기 위해 사용자의 용이성 및 유용성과 관련된 욕구를 충족시켜 줄 수 있는 방안을 모색할 필요가 있다. 따라서 타인보다 먼저 새로운 기술, 제품, 서비스 등의 이용을 선호하는 소비자를 찾아 옴니채널 서비스를 체험하게 한 후 그들이 다수의 잠재적 소비자에게 긍정적인 측면을 알릴 수 있는 역할(홍보단, 서포터즈 등)을 할 수 있도록 기회를 제공할 필요가 있다. This study establishes individual innovation inclination, and availability and usefulness of service as factors that determine the intent to constantly use omni-channel service, and aims to investigate their relations by collecting data from those who had used the omni-channel service within the last three months. The survey was conducted for two months from February 1, 2021 to March 31, 2021. A total of 280 questionnaires were collected, but 269 out of them were used for the final analysis as 11 were not suitable for the statistical analysis. The results of the empirical analysis are as follows. First, individual innovation inclination had a positive influence on availability and usefulness of omni-channel service. Second, individual innovation inclination had a positive influence on the intent to constantly use omni-channel service. Third, availability and usefulness of omni-channel service had a significant influence on the intent to constantly use the service. Based on these results, the following academic and practical implications were produced.

항공사의 서비스디자인 프로세스를 적용한 고객경험이 고객 만족과 재구매 의도에 미치는 영향

민소라(Min, So Ra),홍성훈(Hong, Sung Hoon) 한국서비스경영학회 2019 서비스경영학회지 Vol.20 No.1

Airlines should be aware that in order to satisfy their customers from their reservation to their Airport Experience, Cabin Experience and their last experience at the destination, Airlines should understand the passengers’ needs and their conveniences. The purpose of this study is to clarify the relationship between passengers’ satisfaction and their re-purchase intentions. This study is structured with the empirical investigation on defining the intention of re-purchase from the customers who has experienced “Service Deigned Customer Experience”, which is one of the operational strategies of the company. This paper is based on the data from the survey of “The Effects of Customer Experience Applying Airline Service Design Process on Customer Satisfaction and Repurchase Intention” with valid questionnaires completed by 189 Korean customers whom has experienced the Korean Based Airlines. The result of the study indicates that as the level of satisfaction by the customers regarding the service process designed by the airline is higher, it shall affect the re-purchase intentions of the customers and it is more likely that they will be more intend to re-use the airline.

항공사의 조직문화가 괴롭힘적 분위기, 반생산적 과업 행동과 이직 의도와의 영향 관계

민소라(So Ra Min) 글로벌경영학회 2023 글로벌경영학회지 Vol.20 No.1

본 연구는 타 산업 분야보다 위계질서가 엄격한 항공사 객실 승무원의 위계적 조직문화에 관한 연구이다. 본 연구는 이러한 항공사 객실승무원의 위계적 조직문화에서 괴롭힘적 분위기, 반생산적 과업행동, 이직의도와의 영향 관계를 통해 항공사 객실승무원을 인적자원 관리에 시사점을 제시하고자 하였다. 본 연구를 위해 현재 항공사에서 객실승무직을 수행하고 있는 현직자를 대상으로 설문을 실시하였으며, 총 219부의 설문 응답을 실증분석에 사용하였다. 실증분석에는 SPSS Version 21, AMOS Version 21 프로그램을 사용하여 표본 특성 파악에 관한 빈도분석, 측정 도구의 타당성과 신뢰성 분석을 실시하였고, 가설검정을 위한 경로 분석을 하였다. 연구의 결과는 첫째, 항공사 객실승무원의 위계적 조직문화와 괴롭힘적 분위기의 영향관계를 확인하였다. 둘째, 항공사 객실승무원의 괴롭힘적 분위기는 반생산적 과업행동에 영향을 미치는 것을 확인하였다. 셋째, 항공사 객실승무원의 괴롭힘적 분위기는 이직의도에 영향을 미치는 것으로 분석되었다. 넷째, 반생산적 과업행동은 이직의도에 영향을 미치는 것으로 나타났다. 마지막으로 괴롭힘적 분위기와 이직의도 사이에서 반생산적 과업행동은 부분 매개하는 것으로 분석되었다. 이러한 연구 결과를 바탕으로 항공사 객실승무원의 인적자원 관리에 전략적 시사점을 제시하였다. This study focuses on the hierarchical organizational culture of airline cabin crew with a stricter hierarchical order than other industries. The purpose of this study is to suggest implications for human resource management of airline cabin crew through the relationship between hierarchical organizational culture and bullying atmosphere, counterproductive task behavior, and turnover intention. For analysis, SPSS v.21 and AMOS v.21 programs were performed ti conduct frequency analysis for sample characteristics, validity and reliability analysis of measurement tools, and path analysis for hypothesis test. The results of findings are first the hierarchical organizational culture of airline cabin crew had a positive (+) effect on the bullying atmosphere. Second, it was found that the bullying atmosphere of airline cabin crew had a positive (+) effect on counterproductive work behavior. Third, the bullying atmosphere of airline cabin crew had a positive (+) effect on turnover intention. Fourth, the counterproductive work behavior had a positive (+) effect on turnover intention. At the last, it was analyzed that counterproductive work behavior was partially mediated between the bullying atmosphere and turnover intention. With the results of this study, we present strategic implications for human resource management of airline cabin crew.

모바일 SNS를 통해 지각된 관광가치가 지속사용의도에 미치는 영향

민소라(Min, So Ra) 한국서비스경영학회 2020 서비스경영학회지 Vol.21 No.3

This study was conducted on users who have obtained tourist information through mobile SNS, by establishing a model and hypothesis, predicting that perceived usefulness and perceived ease of use on the value of tourist attractions have a positive effect on intention of continuous use. For the final analysis, 294 questionnaires were utilized, and SPSS V.21 and AMOS V.21 statistical programs were used as analysis tools. The results showed that, first, perceived value of tourist attractions affects perceived usefulness and perceived ease of use. Second, perceived usefulness and perceived ease of use have a positive effect on intention of continuous use. Third, perceived ease of use affects perceived usefulness, and lastly, perceived ease of use acts as a partial medium in the relationship between perceived usefulness and perceived ease of use and intention of continuous use. Based on these findings, we would like to present the direction and implications of the perceived tourism value of mobile SNS.

항공서비스학과의 전공 선택 동기가 진로결정 자기효능감, 진로준비행동 및 진로결정수준에 미치는 영향

민소라(Min Sora),홍성훈(Hong SungHoon) 학습자중심교과교육학회 2019 학습자중심교과교육연구 Vol.19 No.15

본 연구는 대학생들의 전공 선택 동기가 진로결정 자기효능감과 진로준비행동을 매개로, 진로결정수준에 어떠한 영향을 미치는지를 실증 분석을 통해 규명함으로써, 대학생들의 진로지도에 도움이 되는 이론적, 실무적 지침과 기초 참고자료를 제공하고자 한다. 설문은 2018년 11월 15일부터 2019년 1월 10일까지 경기도 및 충청지역에 위치한 2·4년제 항공서비스학과 재학생을 대상으로 총 219부의 유효표본을 확보하여 분석에 사용하였다. 통계 분석은 SPSS WIN 26.0 통계패키지를 활용하였다. 분석결과, 변수들은 유의한 관계를 가지는 것으로 나타났으며 이를 통해 올바른 진로결정을 위한 이론적·실무적 시사점을 도출하였다. 진로준비행동과 진로결정수준을 제고·향상시키기 위해서는 양자에 영향을 미치는 요인으로 알려진 전공 선택 동기와 진로결정 자기효능감을 함께 개선·발전시켜야 할 것이다. 아울러 4종 변수들의 실질적인 영향·인과 관계를 적절하게 검증하여 항공서비스 전공 대학생들의 진로지도를 위한 세부적이고도 타당한 방향성과 유효한 전략을 수립하는데 기초자료로 활용되기를 기대한다. The purpose of this study is to enhance career decision-making behavior and experience in response to the positive correlation of the rationale for major selection and self-efficacy in career decision-making. Mediated by self-efficacy in career decisions and career deciding behaviors, the researcher found the pressing need to investigate and analyze how undergraduates’ rationale in major selection impact their career decision-making stage. This study randomly surveyed 219 undergraduate aviation service majors in 2-year and 4-year colleges near the Gyeonggi-do and Chungcheong-do provinces as valid samples. The researcher utilized SPSS WIN 26.0 statistical software for statistical analysis with additional frequency, exploratory factor and correlation analyses. To test hypothesizing relationship of variables, multiple regression analysis was additionally conducted. The analyses yielded correlated relationships amongst the four variables (career decision-making behavior, career deciding stage, self-efficacious career decision making, and rationale for major selection). Previous literature shed light on the critical importance in understanding the rationale behind undergraduate major selection to enhance self-efficacy in career decision. Expanding on this precedented research, there is a pressing need to improve career preparation and career deciding stage of undergraduate students. To address this, the study concluded the theoretical and practical implications needed for proper career decision. In addition, the four variables verified adequate causal relationships so that career guidance for aviation service major undergraduates can be established in a detailed and effective direction.

O2O 서비스 이용자의 공동가치창출의도에 관한 연구 : 배달 앱을 중심으로

민소라(Min, So Ra),이슬기(Lee, Seul Ki) 한국서비스경영학회 2021 서비스경영학회지 Vol.22 No.2

The purpose of this study is to derive factors that enhance the user"s intention to value co-creation in order to secure competitiveness in the restaurant O2O service field, which is intensifying competition as the non-face-to-face consumption culture spreads due to COVID-19. To this end, based on the IS Success Model of DeLone & McLean(2003), the online quality factor and the offline quality factor of the food delivery app were set as influencing factors and research was conducted. Data for the demonstration were collected by conducting an online survey for users who have actually ordered food through a domestic delivery app within the last three months for two weeks from March 01, 2021 to March 14, 2021. Hypotheses were verified using the collected data. The statistical analysis results are as follows. First, system quality, service quality, and delivery quality had a positive effect on perceived value, but information quality did not. Second, system quality, service quality, information quality, and delivery quality had a positive effect on user satisfaction. Finally, it was found that perceived value and satisfaction had a positive effect on the intention to create shared value. These results can be expected to be used as basic data for establishing strategies for securing customer-oriented competitiveness.

조직의 서비스지향성이 직원만족과 서비스성과에 미치는 영향에 관한 연구

유시정(Shi Jung Yoo),민소라(So Ra Min) 한국경영학회 2008 한국경영학회 통합학술발표논문집 Vol.2008 No.8

항공사 모바일 애플리케이션의 주요 품질요인이 지각된 가치 및 브랜드 충성도에 미치는 영향

김지연(Kim, Ji Youn),민소라(Min, So Ra),최정일(Choi, Jeongil) 한국서비스경영학회 2019 서비스경영학회지 Vol.20 No.2

This study aims to investigate quality factors affecting the brand loyalty and perceived value for airline application users. For the empirical analysis, the research model is validated by SPSS 18.0 using 250 survey data that is collected from airline application users. As a result of the analysis, the reliability, information, security level and ease of use positively affect the perceived functional value, the reliability and ease of use positively affect the perceived emotional value, and information, responsiveness positively affect the social value among quality factors of airline application, and the perceived emotional value and social value have a positive effect on brand loyalty. The reliability, information and ease of use also have a positive effect on brand loyalty. It was also found that the responsiveness showed no effect on the functional value, the information, responsiveness and security level showed no effect on the emotional value, the reliability, security level and Ease of use showed no effect on the social value, the perceived functional value showed no effect on brand loyalty. The Responsiveness and security level showed no effect on brand loyalty. This study shows a theoretical implication for enhance application functionality. It was suggested to make more various air travel information which can plan the travel of the unit separately and make it visible in the application site.

조직의 서비스지향성이 직원만족과 서비스성과에 미치는 영향에 관한 연구

유시정(Yoo, Shijung),민소라(Min, So Ra) 한국서비스경영학회 2008 한국서비스경영학회 학술대회 Vol.2008 No.8