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서비스 기업 취업률향상을 위한 전문대학 예절교육 프로그램 개발에 관한 연구
양희옥(YANG, Hee-Ok) 한국문화관광학회 2002 문화관광연구 Vol.4 No.1
In this study we tried to suggest the direction for effective Junior College Manners Education Program which can meet the demand of service firm on purpose to enhance employment ratio. For this, we analyzed the character service firms prefer and the necessity of manners education based on the questionaires distributed to 60 personnel managers and 200 employees who currently work for service firms. The survey result presents the following points. First, service firm selected service mind, communication skills showing good character, professionalism, foreign language capability as necessary properties of a prospective service firm personnel. Second, the survey shows that the importance of interview as a decision factor of employment is being increased and appearance, attitude, language and self-expressing ability are ranked in order as the most important four factors. Third, it is necessary to educate manners and etiquette to Junior College students and the manners education program should be taught as a regular curriculum. This program should deal with greeting etiquette, language proprieties, professionalism, public morality and everyday life etiquette. Based on the result of the survey and theoretical consideration, we present the direction for the development of Junior College manners education program for the employment ratio enhancement as follows; First, manners education program should be composed of a variety of curriculums to enable to train and develop the intellect character of service mind, communication skills and professionalism. Second, the program designer should seize the employment trend of service firm's and educate interview manners and skills in order to prepare the applicant students for the employment interview. Third, manners and etiquette curriculum should reflect the cognitive importance on the difference of sex distinction and their specialties. Fourth, manners education program should include global etiquette and manners because there are many cases for service firm employees to treat foreign customers with internationally polished behavior. Fifth, it is necessary for tourism, aviation, and hospitality major, in which customer service firm is a main profession field, to adopt manners and etiquette education program as a major required course. sixth, manners and etiquette curriculum in Junior College should be conducted by both theory education and behavior practice. Lastly, we should develop a variety of teaching methodology and teaching materials for the more effective lecture.
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리더십유형이 국적항공사 객실승무원의 만족도와 직무성과에 미치는 영향
양희옥(Yang, Hee-Ok),김성희(Kim, Sung-Hee) 한국문화관광학회 2003 문화관광연구 Vol.5 No.1
The success of airline companies depends on human resource who contact the guests on the spot. Thereby, it can be said that flight attendants are the most important. If the supervisor leads the subordinates effectively, they will be inspired and make the best results. Hospitality industry have studied on the effective leadership applying the major leadership theories. In this study, transformational leadership and transactional leadership were more deeply analyzed and the empirical analysis was conducted to apply into the airlines. The purpose of this study are as follows: First, to find two co-relationships. One is between the independent variables-transformational leadership(charisma, individualized consideration, intellectual stimulation, communication) and the dependent variables(flight attendants satisfaction, job performance). Second, the difference of leadership effectiveness among flight attendants each group classified by the demographic characteristics was examined leadership effectiveness. The major results and findings of this study are as follows: First, the 3 factors(charisma, intellectual stimulation, communication) of transformational leadership are more related with leadership effectiveness. Second, charisma of the transformational leadership related (+) correlation by flight attendants satisfaction.
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여행형태가 항공여객기 객실서비스 품질지각과 만족에 미치는 영향
이화인(Wha In Lee),양희옥(Hee Ok Yang) 관광경영학회 2001 관광경영연구 Vol.12 No.-
This study investigated the impact of travel characteristics on airline customers` perception and satisfaction levels of cabin service quality. Airline cabin service was categorized into five factors: hospitality/reliability, F&B service, amenity and duty-free shopping, physical evidence, and recreation service. It was revealed that some travel characteristics such as travel purpose, destination, length of duration, size of the travel group, seat class, and membership are possible antecedents of customers` perception and satisfaction levels of airline cabin service quality.
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항공사 객실승무원의 셀프리더십과 심리적 임파워먼트 및 직무만족의 구조관계 분석
정태연 ( Tae Yeon Jung ),김미애 ( Mi Ae Kim ),양희옥 ( Hee Ok Yang ) 관광경영학회 2013 관광경영연구 Vol.56 No.-
This study examined the relationship among self-leadership, psychological empowerment and job satisfaction, focusing on the mediating effect of psychological empowerment. Data were collected from the questionnaire completed by 328 flight attendants of two major airlines in Korea through May 14 to May 24. 2013. The main results are as follows; First, the effect of self-leadership on psychological empowerment in Korea major airlines showed that behavior focused, natural reward and constructive thoughts had a significant effect on flight attendants` psychological empowerment (p.<001). Second, the effect of self-leadership on job satisfaction in Korea major airlines showed that natural reward had a significant effect on flight attendants` job satisfaction(p.<05). Third, the effect of psychological empowerment on job satisfaction in Korea major airlines showed that psychological empowerment had a significant effect on flight attendants` job satisfaction(p.<001). Fourth, the mediating effect of psychological empowerment in the relationship between self-leadership and job satisfaction in Korea major airlines showed that psychological empowerment fully mediated in the relationship between self-leadership and job satisfaction.
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