觀光호텔의 TQM戰略에 關한 硏究

구경원,이상우 한국관광식음료학회 1996 관광식음료경영연구 Vol.7 No.1

외식업 종사원과 고객의 관계마케팅에 관한 연구

구경원,박혜송 한국여행학회 2002 여행학연구 Vol.16 No.-

The objectives of this study are to investigate the factors affecting the relationship marketing activity between employee and customer in food service industry, and the factors to be influenced by the relationship marketing activity. The results offer the suggestion point as follows: First, the customer-oriented activity, friendliness and professionalism of employee will affect the meeting between employee and customer, the relationship between employee and customer. And so the restaurant should pay attention to the feature of employee and should provide a training program which can increase the employee`s ability. Second, the restaurant allows for the feature of customer and should inform the detailed information about the restaurant to the customer when he visits the restaurant. Third, it is important that the interaction factor of the relationship marketing in the relationship-oriented service marketing should be the relationship-oriented activity through the contact frequency that interaction and communication between employee and customer which allows for the quality of conversation, the two-way communication and the contact intensity. Therefore, to make repurchase and word-of-mouth of customer, it is very considerable that needs the relationship marketing strategy based on interaction between employee and customer.

관광호텔의 아웃소싱 활용방안에 관한 연구

구경원 문화관광연구학회 1999 문화관광연구 Vol.1 No.2

觀光호텔의 TQM戰略에 關한 硏究

구경원,이상우 韓國食飮料經營硏究會 1996 食飮料經營硏究 Vol.6 No.-

TQM is a whole process of systemizing, documenting and measuring of service quality scientifically to achieve zero defects in product quality and to continue to improve the body of the product quality by itself. To have this process be improved continuously, first of all it needs to prepare an ideal environment to understand and to conform to its internal and external customers', that is every guests' and employees' expectations and demands. Then it has to be followed by the next step removing some negative aspects that could be derived from the first mentioned process The third step is to cut the cost by suitable compensation rather than an attitude trying to solve the problems in an easy way. The last essential factor for setting up TQM system is to make good use of the outstanding feature or process as it is reviewed against the superior benchmark. The purpose of this study is meet the customers' expectations and to maximize the hotel 's profits by searching TQM(total quality management) strategy in hotels. To attain this research's objective, it follows these three details. Firstly, it defines TQM and its contents. Secondly, it provides the standard of hotel TQM throughout some case studies. Thirdly, it suggests TQM strategic plan in tourism hotel as one of professional management strategies. Two useful methods are used together to achieve the goal of this study. To confirm its theoretical consideration, descriptive studies by the research documents published in arid out of the country is used. The other is case studies of TQM execution in real hospitality industry, which present the cases of the airline, Jefferson Memorial and the hotel. This research is targeting to demonstrate the successful TQM's exercise ill a hotel industry by completing the theoretical studies and case studies on service product quality with an understanding of its importance. As it is said earlier, to lead to the successful TQM's practice, it is necessary to maintain a constant training of the employees. Secondly, it also must identify where it has to focus on to deliver a professional quality management. Thirdly, effective quality management organization needs to be build up. The manager's strong will to accomplish and the employee' active participations are the last condition to be succeed. Once again this study places an emphasis on the fact that TQM is critical to maximize the customers' satisfaction and the hotel's profitability. It is also very worthwhile to have every people working on front line recognize why the TQM is important and further more how they can contribute to improve their service quality by a positive participation and a careful observation of TQM 's operating in their property.

觀光호텔의 이벤트商品販賣효과에 關한 硏究

구경원 경기대학교연구교류처 1996 大學院 論文集 Vol.16 No.-

觀光호텔의 이벤트商品販賣效果에 關한 硏究

구경원 京畿大學大學院 1996 京畿大學大學院論文集 Vol.16 No.1

관광호텔의 데이터베이스 마케팅전략에 관한 연구

구경원,성오현 문화관광연구학회 2002 문화관광연구 Vol.4 No.4

This study is to examine the definition of marketing of Guest Data Base and to propose the effective marketing strategy in hotel. And, it is aimed at seizing the differences in recognition toward marketing of Guest Data Base among groups in hotel - duties of a post, period of service in a position, one's post of duty, forms of management. Also, it is aimed at seizing the attributes affect a profits in hotel and a guest satisfactions. Through the above, at last, this study is to propose a marketing Strategy of Hotel Data Base.

호텔서비스 제공자의 감정노동과 영향요인 -호텔 식음료 및 객실종사원 중심으로-

구경원,김판영 한국외식경영학회 2008 외식경영연구 Vol.11 No.2

Because emotional labor is a relatively new concept, there is a few of research on this subject in the hotel and tourism academic field. So we studied about this concept more deep and carefully. The purpose of this study is to examine the antecedents and consequences of emotional labor(surface and deep acting), and to explore the relationship between antecedents and emotional labor in the hotel industry. We discussed about the importance of emotional labor for hotel service manager in the literature study, and review the components of antecedents and emotional labor. Then we hypothesized that antecedents of emotional labor would be effect on surface acting(SA) and deep acting(DA). In the result, the antecedents of emotional labor is positively related to the surface acting and deep acting, as expected. Specially, the frequence of interaction and display rules were important variables to explain the emotional labor strategies. And higher extraversion had a positive relationship with emotional labor. In summary, despite many different measures developed, the our view is that job-related variables(frequence, duration, and routineness), positive display rules, and personnel characteristics(neuroticism and extraversion) are perceived as the antecedents of emotional labor rather than emotional labor itself. In the managerial implications, it may be important to review personality profiles in the selection and disposition . The display rules were the significant predictors of emotional labor in hotel service. So, hotel manager should use this point for the training programme and control employees’ service attitude. Suggestions for the future search, other research should include other dependence and control variables of the emotional labor. Because emotional labor is a relatively new concept, there is a few of research on this subject in the hotel and tourism academic field. So we studied about this concept more deep and carefully. The purpose of this study is to examine the antecedents and consequences of emotional labor(surface and deep acting), and to explore the relationship between antecedents and emotional labor in the hotel industry. We discussed about the importance of emotional labor for hotel service manager in the literature study, and review the components of antecedents and emotional labor. Then we hypothesized that antecedents of emotional labor would be effect on surface acting(SA) and deep acting(DA). In the result, the antecedents of emotional labor is positively related to the surface acting and deep acting, as expected. Specially, the frequence of interaction and display rules were important variables to explain the emotional labor strategies. And higher extraversion had a positive relationship with emotional labor. In summary, despite many different measures developed, the our view is that job-related variables(frequence, duration, and routineness), positive display rules, and personnel characteristics(neuroticism and extraversion) are perceived as the antecedents of emotional labor rather than emotional labor itself. In the managerial implications, it may be important to review personality profiles in the selection and disposition . The display rules were the significant predictors of emotional labor in hotel service. So, hotel manager should use this point for the training programme and control employees’ service attitude. Suggestions for the future search, other research should include other dependence and control variables of the emotional labor.

호텔 F&B 종사원의 감정노동과 서비스 태도와의 영향관계

구경원,김판영 한국외식경영학회 2010 외식경영연구 Vol.13 No.3

Although service studies have shown that emotional labor will contribute to increased employees' burnout, and both of them influence service providers' job attitude, there is still a lack of guidance in the hotel food and beverage service provider's emotional labor studies in understanding effect on the employee's self-perceived service attitude. The purpose of this study is to examine the antecedents of emotional labor, surface & deep acting, emotional control, and workers' service performance at service encounter with customer and to explore the effect relationship among antecedents, emotional labor, and service attitude in the hotel F&B service. Structural equation modeling was used to establish relationship among emotional labor's dimensions and various antecedents variables, service attitude of worker. Data obtained from survey of employee who engage in the restaurant of deluxe hotel in Seoul. The results show like below, it has positive relationships between job characteristics and emotional labor. Frequency, duration, and job routineness are significant predictors of hotel service providers’ emotional labor and service attitude. And surface acting, deep acting, and emotional control were positively effect on employees' perceived service attitude. In application of hotel field, it sends a crucial message to hotel managers that education and training may be necessary to change employees’ acting mode into proper method. Positive emotional labor can benefit hotel service workers and customers alike in perceived service quality. In future research, it is recommended to consider other variables to find relationship with service attitude and to research more deeply on service attitude.

관광호텔 TQM전략에 관한 연구

구경원,이상우 한국관광식음료학회 1997 관광식음료경영연구 Vol.7 No.1

TQM is a whole process of systemizing, documenting and measuring of service quality scientifically to achieve zero defects in product quality and to continue to improve the body of the product quality by itself. To have this process be improved continuously, first of all it needs to prepare an ideal environment to understand and to conform to its internal and external customers', that is every guests' and employees' expectations and demands. Then it has to be followed by the next step removing some negative aspects that could be derived from the first mentioned process The third step is to cut the cost be suitable compensation rather than an attitude trying to solve the problems in an easy way. The last essential factor for setting up TQM system is to make good use of the outstanding feature or process as it is reviewed against the superior benchmark. The purpose of this study is meet the customers' expectations and to maximize the hotel's profits by searching TQM(total quality management) strategy in hotels. To attain this research's objective, it follows these three details. Firstly, it defines TQM and its contents. Secondly, it provides the standard of hotel TQM throughout some case studies. Thirdly, it suggests TQM strategic plan in tourism hotel as one of professional management strategies. Two useful methods are used together to achieve the goal of this study. To confirm its theoretical consideration, descriptive studies by the research documents its theoretical consideration, descriptive studies by the research documents published in and out of the country is used. The other is case studies of TQM execution in real hospitality industry, which present the cases of the airline, Jefferson Memorial and the hotel. This research is targeting to demonstrate the successful TQM's exercise in a hotel industry by completing the theoretical studies and case studies on service product quality with an understanding of its importance. As it is said earlier, to lead to the successful TQM's practice, it is necessary to maintain a constant training of the employees. Secondly, it also must identify where it has to focus on to deliver a professional quality management. Thirdly, effective quality management organization needs to be build up. The manager's strong will to accomplish and the employee' active participations are the last condition to be succeed. Once again this study places an emphasis on the fact that TQM is critical to maximize the customers' satisfaction and the hotel's profitability. It is also very worthwhile to have every people working on front line recognize why the TQM is important and further more how they can contribute to improve their service quality by a positive participation and a careful observation of TQM's operating in their property.