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호텔부문논문 : 고용불안정 인식에 기인된 조직유효성과의 관계 분석 (서울시내 특급호텔 중심)
허용덕 ( Yong Duk Huh ) 한국호텔리조트카지노산학학회 2005 호텔리조트연구 Vol.4 No.1
Hotel staffs watching mutation of employment condition perceive that their job is unstable. Then, the factors make them to perception effect of mutation of employment condition to their behavior and their attitude, have been highlighted. The results of this study are as follows. Work environment control, which is one of job insecurity factor, have a positive effect to job satisfaction and organizational commitment, but it has negative effect to leaving job. In conclusion, a lot of things were tried to improve Hotel structure that takes so much money by commercialized of personal service in Hotel management in these days, also employment diversification of Hotel staffs and mutation of employment condition lead softness and relaxation of restriction, which are international trend in labor market.
체험경제 이론을 이용한 축제체험이 즐거움과 만족 및 행동의도에 미치는 영향
김경희 ( Kyung Hee Kim ),허용덕 ( Yong Duk Huh ) 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 2015 호텔리조트연구 Vol.14 No.1
The purpose of this study is to examine the effects of 4Es on experience pleasure, satisfaction and behavioral intention in festival. Data were collected from 189 visitors at Hanseong Baekje Cultural Festival. As the result of factor analysis, festival experiences were subdivided into 4 dimension with entertainment experience, educational experience, esthetics experience and escapist experience and parameter was divided into pleasure, satisfaction. behavioral intention was classified into single dimension. As the result of hypothesis test, entertainment experience, educational experience, and esthetics experience influence meaningfully upon the pleasure and Also educational experience and esthetics experience influence meaningfully upon the satisfaction. pleasure and satisfaction effects on behavioral intention significantly. However, it showed that escapist experience didn``t have a meaningful effect on pleasure and satisfaction. In conclusion, the festival experience had impact on pleasure, satisfaction and behavioral intention and it turned out to enhance visitor``s satisfaction and behavioral intention actively.
온라인 여행업의 e-서비스품질이 신뢰와 몰입 및 구매의도에 미치는 영향연구
천덕희 ( Deok Hee Cheon ),허용덕 ( Yong Duk Huh ) 한국고객만족경영학회 2011 고객만족경영연구 Vol.13 No.1
본 연구는 온라인 여행업의 e-서비스품질이 고객의 신뢰와 몰입 및 구매의도에 어떠한 영향을 미치는지에 대해 규명하고자 하였다. 요인분석 결과 온라인 여행업의 e-서비스품질은 반응성, 심미성, 정보성, 이용용이성, 개인화, 보안성, 상호작용성, 상품성으로 분류되었고, 신뢰와 몰입, 구매의도는 단일차원으로 구분되었다. 가설검증 결과 개인화, 상품성, 보안성이 신뢰에 정(+)의 영향을 미치고, 상품성, 개인화, 심미성이 몰입에 정(+)의 영향을 미치는 것으로 나타났다. 그러나 반응성, 이용용이성, 정보성, 상호작용성은 신뢰와 몰입에 유의한 영향을 미치지 않는 것으로 나타났다. 최근 정보통신기술의 발달로 모든 웹사이트가 우수하게 만들어지고, 이용도 손쉽게 할 수 있게 제작되기 때문에 반응성과 이용용이성은 응답자의 인지에 영향을 미치지 못한 것으로 판단되었고, 여행사의 잘못된 정보는 고객의 심각한 불평을 야기할 수 있으므로 웹사이트에는 최근의 정확한 정보가 제공되고 있을 것으로 고객이 확신하고 있으며, 회원간의 상호작용 보다는 여행사에서 제공하는 e-서비스에 대한 중요성을 높게 지각하고 있는 것으로 판단되었다. 또한 신뢰는 몰입과 구매의도에 정(+)의 영향을 미치는 것으로 나타났고, 몰입도 구매의도에 정(+)의 영향을 미치는 것으로 확인되었다. 결국 온라인 여행업의 e-서비스품질은 고객의 신뢰와 몰입을 높이고, 구매의도를 높이는 것으로 검증되었다. The purpose of this study is to examine the effects of implementing e-service quality on trust, commitment, and purchase intention of on-line travel agencies. From the results of the empirical analysis, e-service quality was classified into eight factors: responsiveness, aesthetics, information, ease of use, personalization, security, interactivity, product, And trust, commitment, and purchase intention were composed of single dimension. The results of the hypothesis testing were as follows. First, three e-service quality factors, personalization, product, and security turned out to have a significant influence on customer`s trust. Second, three e-service quality factors, product, personalization, and aesthetics turned out to have a significant influence on customer`s commitment. However it shows that responsiveness and ease of use didn`t shows a positive influence on trust and commitment. Recently, with the development of information and intelligence technology, most of the web site was manufactured greatly, and its use was made very easily. As a result, it proves that they don`t affect customer`s cognition. Also, it shows that information and interactivity didn`t shows a positive influence on trust and commitment, but any wrong information in the travel agency is directly connected to a customer`s complaint, therefore, all information on the web site is conformed as a recent and accurate information. And so, the writer concludes that the cognition about a travel agency e-service should be more important than community between customers or interaction through a notice board. Third, customer`s trust turned out to have a significant influence on commitment and purchase intention. Fourth, customer`s commitment turned out to have a significant influence on purchase intention. In conclusion, e-service quality enhances customer`s trust, commitment, and purchase intention.
관광서비스업 종사원의 고용형태에 따른 직무만족과 고객지향성 및 이직의도와의 관계 연구 - 골프장 클럽하우스, 리조트, 관광호텔 비교 -
이병열 ( Byung-yeul Lee ),허용덕 ( Yong-duk Huh ) 한국고등직업교육학회 2007 한국고등직업교육학회논문집 Vol.8 No.3
This study investigates into the job satisfaction of service industry -golf club house, resort and deluxe hotel or tourist hotel- employees depending on their employment type and their turnover as well in order to suggest promising ways to efficiently manage and maintain manpower employed in service industry and corresponding alternative solutions. For empirical research, 600 pieces of questionnaire were distributed to the employees working in 15 service industries. Finally, 421 pieces with analyzable answers were used for survey analysis. In this study, a statistical package program called SPSS 12.0 Windows was used for frequency analysis, factor analysis, correlation analysis and multiple regression analysis respectively. The results of the regression analyses showed that employment type effects on job satisfaction and customer orientation, but it does not effect turnover intention. Second, employee job satisfaction has strong relation with customer orientation and turnover intention.