고객이 인식하는 호텔 직원의 이미지 유형 분석: Q-방법론적 접근

이주양,김시용,권한조 관광경영학회 2019 관광경영연구 Vol.92 No.-

This study was conducted to determine the types of images of hotel employees as perceived by hotel guests using the Q-methodology. To achieve this goal, 25 Q-statements were extracted through in-depth interviews with three people related to hospitality and based on literature reviews. Q-sorting was carried out using P-samples of 30 hotel guests. The results of the Q-classification were analyzed through the Ken-Q Analysis program. Our findings are as follows. The images of hotel employees as perceived by hotel guests were sorted into three types: ‘the external image type, who is friendly and likable’, ‘the expert type, who has extensive professional knowledge’, and ‘the customer service attitude type, who is proactive and considerate’. The characteristics of each type and the practical implications of this typology are discussed. This study applied a new method of data analysis by using the Q-methodology to understand human perspectives. The findings will contribute to ensuring professional images of hotel employees and provide basic data for marketing strategies in the hotel industry.

Q-방법론을 적용한 항공사 객실승무원의 이미지 유형 분석

이주양,박윤미,장필식 관광경영학회 2018 관광경영연구 Vol.85 No.-

The purpose of this study was to investigate the types of images of flight attendants using Q-methodology. 29 Q-statements were selected as the Q-sample through the processes of review of research articles and interviews with international flight attendants in Korea and the professors who work in the airline service department at university. 37 people who have air travel experience within recent 1 year were invited as the P-sample. The findings are as follows. The images of contracted flight attendants perceived by passengers were classified as 3 types. The first type was “polite and considerate attitudes”, the second one was “flight attendants' external appearances”, the third type was “friendly attitudes and business ability". The significant differences found in the subjective structure of flight attendants. Based on the results of analysis, it discusses the strategies to empower and make a more professional image of flight attendants. It also delivers administrative and practical implications.

2년제 전문대학 호텔경영 전공 학생들의 좋은 수업 유형에 관한 주관적 인식 연구: Q방법론의 적용

이주양,우경식,차석빈 (사)한국관광레저학회 2022 관광레저연구 Vol.34 No.9

The purpose of this study is to investigate the subjective perceptions of 2-year(junior) college students majoring in hotel management on the attributes of good teaching using Q-methodology. Twenty seven Q statements organized based on the previous research were classified by the P-samples of 26 college students. Q factor analysis showed that a total of 4 categories with differentiated perceptions could be determined: Immersion-oriented classes with fun, Easiness to understand classes, Caring for students and pursuing intellectual needs, & Thorough class management. The statements related to fun classes and classes they feel they have learned a lot were perceived positively between the first type and the third one. On the other hand discussion class, group activities and student engagement classes showed negative perceptions between the second type and the fourth one. The results of analysis are expected to help improve the efficiency of hotel management education and the satisfaction of students by planning an appropriate educational program.

국내 항공사 객실승무원의 마음챙김이 조직몰입에 미치는 영향 : 직무만족의 매개효과를 중심으로

이주양,임재문 한국융합학회 2017 한국융합학회논문지 Vol.8 No.11

본 연구는 국내 항공사 객실승무원들을 대상으로 마음챙김이 직무만족과 조직몰입에 미치는 영향을 살펴 본 후 마음챙김과 조직몰입 간 관계에서 직무만족의 매개효과를 검증하기 위해 수행되었다. 자료수집을 위해 국내 대형항공사와 저비용항공사 소속 객실승무원들 중 국제선 항공기 담당 객실승무원을 대상으로 인천국제공항과 제 주국제공항 및 항공기 내에서 설문조사를 실시하였다. 분석 결과 첫째, 마음챙김의 하위요인 중 주의집중 요인은 직무만족과 조직몰입에 모두 유의한 정(+)의 영향을 미치는 중요한 요인으로 확인되었다. 둘째, 마음챙김과 조직몰 입 간 관계에서 직무만족의 매개효과 검증 결과, 직무만족은 부분매개 역할을 하는 것으로 나타났다. 따라서 객실승 무원들이 유사한 업무의 반복으로 인해 발생되는 자동적 행동 습관을 방지하고 주의집중을 높이기 위해서는 업무 수행 시 다음단계에 진행될 서비스 절차를 상기시키고, 매 서비스 종료 시점에 수행 완료 여부 및 특이사항 유‧무를 상호 확인하는 절차가 필요할 것으로 사료된다. The study empirically investigates the effect of mindfulness on their job satisfaction and organizational commitment of flight attendants focused on the mediating effect of job satisfaction between mindfulness and organizational commitment. Data was collected at Incheon and Jeju international airport from flight attendants working on international flight of domestic airlines. The results of this study reveal that concentration among the sub-factors of mindfulness had positive effects on job satisfaction and organizational commitment. And job satisfaction partially mediated between the sub-factor of mindfulness and organizational commitment. In order for flight attendants to avoid habitual behaviors and to increase concentration while on duty, it is important to work together to remind one another of next step of service that immediately follows and complete a checklist at the end of each step of service.

고객불량행동에 대한 아르바이트 경험 대학생의 주관성 연구: 커피전문점을 중심으로

이주양,장필식 관광경영학회 2020 관광경영연구 Vol.97 No.-

The purpose of this study is to investigate the subjectivity of University students who have experienced part-time jobs in coffee shop on dysfunctional customer behavior. To achieve that, 27 Q-statements extracted from the 59 Q-populations through literature reviews and interviews with the managers of coffee shop were classified by the P-samples of 31 University students. Then the classified data were analyzed using the Ken-Q analysis program. The results showed that two groups with differentiated perceptions—‘physical injury and verbal violence’ type and ‘sexual remarks and attempts of physical contact’ type. The statements that the first type most agree with dysfunctional customer behavior were ‘to injure the employee's face or body' and ‘to insult the employee’. Those belonging to the second type selected ‘to give sexual jokes to employees' and ‘to intentionally attempt physical contact' with the most serious behavior. The findings will be used as basic data for coffee shop management strategy and employee protection.

소셜 미디어 감성평가를 활용한 항공사 고객만족도 분석 - 대형항공사와 저비용항공사 비교연구

이주양,장필식 한국디지털정책학회 2017 디지털융복합연구 Vol.15 No.6

Q-방법론을 적용한 교수자의 지도 행동 선호유형 분석 : 2년제와 4년제 항공서비스 전공 대학생의 인식 비교

이주양,심지연 관광경영학회 2020 관광경영연구 Vol.95 No.-

The purpose of this study was to determine the preference types of professors' teaching behavior perceived by college and university students majoring in airline service using Q-methodology. The extracted 29 Q-statements from 65 Q-population were classified by 28 P-samples each of college and university students. The results showed that three types of perception were classified for both college and university students. For college students, the first type preferred 'personal interest and compliment', the second type preferred 'major-related knowledge and individualized course' and the last type preferred 'job information and sincere counseling'. For university students, the types of 'the preference for career counseling and job information', 'the preference for major-related knowledge and practice-based education' and 'the preference for personal interest and compliment' were involved. The type of 'preference for personal interest and compliment' scored highest for college students and the type of 'preference for career counseling and job information' got the highest score for university students. Accordingly it is suggested that different approaches are required for college and university students.

항공서비스 전공 대학생이 인식하는 교수자의 지도 행동 유형 분석: Q-방법론적 접근

이주양,정병웅 관광경영학회 2019 관광경영연구 Vol.90 No.-

The purpose of this study was to analyze the types of professors' teaching behavior perceived by university students majoring in airline service using Q-methodology. For this study 29 Q-samples were selected from 65 statements through literature reviews and in-depth interviews with the professors and the students in the department of airline service. 32 students were participated as p-samples and performed Q-sort. The types of perception were classified into three categories. The first type of perception was 'warm and friendly approach', the second type was 'professional knowledge' and the last type was 'career counseling'. This study could be differentiated from other studies on professors' teaching behavior by using Q-methodology. These results of this study will be helpful for teaching and understanding the students at university. Based on these results, the researchers discussed some theoretical and practical implications and suggested future research directions.

온라인 강의에 대한 항공 서비스 전공 대학생의 인식 유형 비교: 2년제와 4년제 대학교를 중심으로

이주양,장필식 한국호텔관광학회 2023 호텔관광연구 Vol.25 No.11

This study examined perception types of 2-year and 4-year college students majoring in airline service regarding online lectures using Q methodology. For this study, 25 Q samples were derived from literature reviews and in-depth interviews with two professors and three students in airline service majors. The P samples were selected from 29 students in 2- and 4-year airline service departments. A total of 58 students received Q statement cards and placed them in the Q sorting table according to their perceptions. As a result of the study, 2-year college students' perceptions of online lectures were classified into two types: 'hygiene safety oriented' and 'practical activity oriented.' For 4-year college students, three types are classified: 'economic benefit-oriented,' 'Practical activity-oriented' and 'Repetitive learning-oriented. ' When comparing representative types, it was found that 2-year college students considered the concern of infection during the COVID-19 situation to be the most important, while 4-year college students considered cost savings and time utilization due to online lectures to be important. The 'Practical activity-oriented' type was especially perceived positively in both groups. Also, it was found that both groups preferred recorded video lectures over the online lecture methods. The results of this study are intended to be used as primary data for building a learner-centered online education program in preparation for the possibility of infectious diseases caused by other mutant viruses in the future.

의료서비스 질적 요인에 따른 종합병원 선택에 관한 연구: SERVQUAL 모델 적용을 중심으로

이주양,이선영,정종원,Lee, Ju-Yang,Lee, Sun Young,Cheong, Jong One 한국병원경영학회 2017 병원경영학회지 Vol.22 No.3

The research is to examine medical service quality factors affecting choice of hospital(revisiting intention, and recommendation) in large general hospitals based on the SERVQUAL model. The study have surveyed 400 respondents in Gangbuk-gu not having any tertiary hospital. The main results of the analyses indicate: 1) 'assurance' and 'empathy' of medical service are basically, positively affect revisiting intention and recommendation; 2) 'empathy' is the most important factor affecting revisiting intention; and 3) 'tangibility' significantly affects recommendation of general hospitals to other people. The study suggests that it is necessary to pay more attention on 'empathy' among SERVQUAL factors to increase satisfaction of patients and to find better ways of improving medical service quality.