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A Comparative Study of Restaurant Customers' Waiting Time in a Quasi-experimental Setting
배금광,김대영,Bae, Gumkwang,Kim, Dae-Young Culinary Society of Korean Academy 2014 한국조리학회지 Vol.23 No.5
레스토랑 경영에서 대기시간의 중요성에 대한 인식과 함께, 물리적 시간과 인지적 시간의 차이를 측정하기 위한 유사설계 실험연구가 실제 레스토랑 환경에서 실행되었다. 특히, 본 연구는 미국고객과 한국고객의 성별 과 문화적 차이에 따른 대기시간 행동 비교를 집중적으로 탐색하였다. 그 결과, 한국 여성고객들에 비하여 미국 여성고객이 대기시간에 대하여 더 빨리 불편하게 반응하였다. 또한, 한국 여성고객들이 다른 고객들에 비해 실제 경험한 물리적 시간보다 더 많이 기다린 것으로 인지하였다. 하지만, 성별에 따른 인지적, 물리적 대기시간의 차이는 양 집단 모두에서 발견되지 않았다. 본 연구의 결과를 바탕으로 레스토랑 운영자들이 레스토랑 운영전략을 수정할 수 있을 것으로 기대된다. In recognition of the significance of waiting time in restaurant management, a quasi-experimental design was employed to measure the gap between actual and perceived waiting time in a real restaurant setting. In particular, this study focused on a comparison of Americans and Koreans to explore gender and culture differences in customer waiting behaviors. The results indicated that compared to American women, Korean women are more tolerant of waiting, and reported perceived waiting time as much longer than actual waiting time. However, there are no gender differences in both cultures. It is anticipated that managers will be able to adjust their operational strategies based on these results.
레스토랑 불량고객의 종류에 따른 서비스 회복전략 효과에 관한 연구
배금광 ( Gum Kwang Bae ) (사)한국마이스관광학회(구 한국컨벤션학회) 2016 MICE관광연구 Vol.16 No.1
With the recognition of the importance of service recovery strategies, this study tries to identify the perception of severity of misbehavior and the effectiveness of recovery strategies according to types of jay-customers, and to investigate the effects of anger tendency on the perception of severity. In order to achieve the purposes of this study, 58 respondents were recruited to conduct pre-test for categorization of the type of jay-customer and the type of recovery strategies, and 95 respondents were recruited to conduct main study with frequency analysis, cluster analysis, and two-way ANOVA. The results shows that among the three types of jay-customer(violence, service, material need), misbehavior related violence were the most severe misbehavior, and for the effectiveness of recovery strategies, active strategies is better than passive strategies, and solving problem after pre-action is better than extreme handling. In addition, the recovery strategies matched with the types of jay-customers were recommended, and the results also reveal that anger tendency of employees affects the perception of the severity related jay-customer misbehavior.
배금광(Gum Kwang Bae),김대영(Dae Young Kim) 한국조리학회 2013 한국조리학회지 Vol.19 No.5
The main purpose of this study was to investigate restaurant servers` perceptions of Asian customers in the U.S. based on physical appearance. Servers` tipping expectation and intention to give quality service were measured by manipulated photographs featuring three aspects of physical appearance (i.e., gender, attire, obesity). Repeated-measures ANOVA was performed to compare eight conditions created by these combinations of three physical appearance factors. The results showed that servers` tipping expectation and intention to give quality service differed according to Asian customers` physical appearance, and the relationship between attire and gender was also found. The research findings are expected to provide managers with guidelines that offer equitable service.
식생활라이프스타일에 따른 편의점도시락 메뉴선택속성의 중요도-만족도 차이분석
김인회(Kim In Hoe),배금광(Bae Gum Kwang) 한국외식경영학회 2017 외식경영연구 Vol.20 No.2
The purposes of this study are to investigate the differences between importance and satisfaction of menu selection attributes of convenience store lunch box. In particular, food lifestyle variables were used as a moderating variable which can affect the differences. In order to achieve the purposes of this study, 160 responses were recruited to conduct main study with exploratory factor analysis, cluster analysis, and IPA analysis. The results reveals that the ingredient freshness, food quality, store sanitation, past experience, and food temperature are needed to recover customer satisfaction. In addition, the differences between importance and satisfaction of menu selection attributes of convenience store lunch box differ according to college student food lifestyle.