서울 경기지역 사업체 급식소의 업무특성 및 생산성지표와의 상관성 분석

양일선,차진아,이보숙 ( Il Sun Yang,Jin A Cha,Bo Sook Lee ) 한국식품조리과학회 1995 한국식품조리과학회지 Vol.11 No.3

The purposes of the study were to identify the operational characteristics in employee feeding facilities, and to examine the correlations of productivity and these characteristics. A questionnaire was developed and mailed the 500 dietitians in employee feeding facilities in Seoul and Kyoungki Do. Usable questionnaires were received from 117 respondents for a response rate of 23.4%. The questionnaire was designed to determine the productivity index and to investigate the relationship between operational characteristics and productivity index. The questionnaire was contained 2 parts with a total of 16 statements. Data were analyzed for descriptive statistics and Pearson correlation analysis using SPSS/PC programs. The average productivity indices of 117 facilities were 6.91 meals/hr. Total meals served/week was significantly correlated to the productivity index (r=0.441, p < 0.001). No of average servings per meal, percentage of convenience food use, average minutes for service/day, and employment in professional practice of dietitian were also positively correlated, while food cost was negatively correlated to the productivity.

미국, 중국, 일본 소비자의 해외 한식당 마케팅 커뮤니케이션 이용행태 분석

양일선,안지애,백승희,이해영,정유선 한국식품영양학회 2011 한국식품영양학회지 Vol.24 No.4

The aim of this study was to compare the American, Chinese, and Japanese consumers' usage behavior of marketing communication towards overseas Korean restaurants. The survey included both on and off-line method and self-administered questionnaires were written in three languages- English, Chinese and Japanese. The sample was collected from 5 hub cities for globalization of Korean food- LA, New York, Tokyo, Beijing, and Shanghai. The most important factor of searching for Korean restaurants-related information was ‘the interaction’ and the least one was ‘the diversity’. The most commonly informed Korean restaurants-related content through the on and off-line media was ‘the general information, such as location, telephone number, and operation hour’. Korean restaurants-related content that the respondents’ most interested in was ‘the information of menu and price’. Results of this study can expectedly be used from a practical point of view by providing empirical data of foreign consumers for effective marketing communication strategies of overseas Korean restaurants.

래더링 기법을 통한 한식당 이용 외국인의 추구 가치 분석

양일선,차성미,신서영,백승희,이해영 한국식품영양학회 2009 한국식품영양학회지 Vol.22 No.4

The present study attempted to offer more insights into the foreign consumers' consumption decision structure of Korean restaurants located in foreign countries. A survey was designed based on the means-end chain theory, using the laddering interview technique. The qualitative data obtained from 10 Americans, 10 Japanese, and 10 Chinese were content analyzed and resulted in categories such as ‘new experience’, ‘interest in Korea’, ‘recommendation’, ‘good food’, ‘easy to access’, ‘service’, ‘dining environment’, and ‘price’ as perceived attributes of choice. The hierarchical value maps linking attributes, psychological consequences, and terminal values were presented. The most frequent consequences were ‘experience new culture’, ‘be exposed to new experience’, and ‘learn more about Korea’ which were related to ‘happiness’, ‘pleasure’, ‘good relationship’, ‘desire fulfillment’, and ‘self-satisfaction’ as personal values. Laddering interviews, which required laborious analysis, provided important information on the relationship between perceived attributes and the reasons for choosing Korean restaurants.

위탁급식업체의 현황과 전망

양일선,이진미 한국식품영양과학회 1997 한국식품영양과학회 산업심포지움발표집 Vol.- No.-

학교급식의 최근동향 진단을 통한 발전방향 모색

양일선 한국모자보건학회 2000 한국모자보건학회 학술대회 연제집 Vol.2000 No.2

우리나라와 외국의 위탁급식 경영비교 : 학교급식의 최신동향 진단을 통한 2000년대 발전방향 모색

양일선 韓國學校保健學會 1999 韓國學校保健學會誌 Vol.12 No.2

외식업체 고객의 서비스 품질 기대도 / 만족도가 고객 충성도에 미치는 영향 ( The Effects of Customer Expectations & Satisfaction on Customer Loyalty in Restaurants )

양일선,신서영,김혜영 대한지역사회영양학회 2000 대한지역사회영양학회지 Vol.5 No.2

도시형 국민학교급식에서의 표준노동시간 및 적정인력 산출

양일선,이원재,차진아,유일근 한국식생활문화학회 1993 한국식생활문화학회지 Vol.8 No.1

These studies were conducted to: a) investigate work patterns and productivity indices, b) rate performance levels of employees and c) determine the suggested levels of personnel and labor hours for the effective labor control in school foodservice. Eighteen elementary school foodservices in Seoul were selected in order to analyze work patterns by the work sampling methodology. Allowance time and performance rating by VTR observation was done to determine the standardized labor hours. The results were as follows. The average percentage of each work function of the total work functions such as direct work function, indirect work function and delay were 65.57%, 8.12%, 26.31% respectively. The productivity index is 0.92 min/meal. The average working and delay hours per week of the foodservice director, foodservice employees and supply person were 33.64 hours, 23.25 hours, 38.52 hours respectively. The percentage of delay hours of total labor hours for foodservice employees and supply person were 42.27% and 24.0%. The standardized work hours and the appropriate levels of foodservice employees of 17 elementary school foodservices were examined: The average rating of the foodservice employees work was 1.19 and British Insulated Calendarer Cables (BICC) allowance rate was 19.40% on the average. The total work hours of foodservice employees were 172.64 hours per week and levels of personnel were 4.53 persons. BICC allowance rate was applied: The standardized work hours per week was 180.95 hours and appropriate levels of personnel were 4.11 persons based on legal 44 working hours.

고객경험 분석을 통한 커피전문점 서비스 중점관리요인 도출 : 고객경험관리(CEM)기법의 적용

양일선,강여화,신서영,정유선 한국외식경영학회 2014 외식경영연구 Vol.17 No.5

The purposes of this study were to : a) analyze the customer experience in Specialty Coffee Store to propose the CEM(Customer Experience Management) model, b) identify the critical control point of touch point in order to provide theoretical background for establishing marketing strategy in specialty coffee store. In order to develop the customer experience lists and service blueprint, researcher was visited 30 specialty coffee store and In-depth interview(IDI) was conducted with 34 customers. For the purpose of examining the customer experience structure, on-line based customer survey was conducted and a total of 305 responses were used for analysis. As a result of making customer experience lists, blueprint and IDI, 6 touch points and 61 CEIs were identified. The 6 touch points were 'entrance, order and payment', 'waiting and arrival of product', 'taste of products', 'physical environment', 'staff', and 'outside of store'. As a result of comparing the importance of customer experience with its performance, statistically significant differences were showed in all touch points expect 'outside of store'. Importance and performance of each touch points were higher in high involvement cluster. 본 연구는 커피 음료 시장의 경쟁이 심화되고 있는 현 상황에서, 커피전문점의 경험을 고객의 입장에서 분석하여 커피전문점의 '고객경험관리(Customer Experience Management: CEM)' 모형을 제안하고자 하였다. 또한 커피전문점 고객의 경험에 대하여 심층적으로 접근함으로써 커피전문점의 마케팅 전략 수립에 필요한 구체적인 이론적 배경을 제시하고자 하였다. 본 연구의 세부 결과, 문헌고찰과 커피전문점 참여 관찰을 통하여 고객 접점을 분석한 결과, 고객 경험의 흐름에 따른 약 200여 가지의 고객 경험리스트를 도출하였으며, 이를 기반으로 한 커피전문점의 서비스 청사진을 제시하였다. 앞서 도출된 커피전문점 경험리스트, 서비스 청사진과 함께 커피전문점 이용 고객을 대상으로 진행한 심층면접 결과를 토대로 하여 '입장 및 주문․계산', '상품 대기 및 도착', '상품의 맛', '매장 환경', '종업원'과 '점포 외부'라는 6가지의 터치포인트와 61가지의 CEI를 도출하였다. 커피전문점 경험의 중요도와 수행도 분석 결과, '점포 외부' 터치포인트를 제외한 모든 터치포인트에서 중요도에 비해 수행도가 유의적으로 낮았다. 선호하는 커피전문점 유형에 따른 경험 분석 결과, 중요도의 차이는 나타나지 않았으나, '상품 대기 및 도착', '매장 환경', '종업원'과 '점포외부' 터치포인트의 수행도는 유의적인 차이가 있었다. 이상의 결과를 종합해 볼 때, 본 연구는 커피전문점의 개념 체계를 정립하였고, 커피전문점의 고객 경험 구조를 심층적으로 분석함으로써 향후 후속 연구에 대한 이론적 배경을 제시하였다. 따라서 본 연구는 고객경험관리에 대한 더 많은 연구가 이루어 질 수 있도록 촉진하는 역할을 할 수 있을 것으로 기대되며, 커피전문점 업계에 고객의 만족도에 영향을 미치는 경험 요인을 제시함으로써 실질적인 전략 및 지침 수립에 기여할 수 있을 것이다.

외식업체 고객의 서비스 품질에 대한 기대도/만족도 분석

양일선,김성혜,신서영,김혜영 한국식생활문화학회 2000 한국식생활문화학회지 Vol.15 No.1

The effort to understand customer is essential and customer satisfaction measurement tool is needed in today's intensively competitive environment of restaurants. The objectives of this study were to measure customers' expectation and satisfaction of service quality attributes and to identify relatively important attributes for overall satisfaction in restaurants. The questionnaires were distributed to 232 customers at 78 family-style; pizza and fast food restaurants. Statistical data analysis was completed using SPSS for t-test, ANOVA, factor analysis, Pearson's correlation and regression analysis. The results of this study were as follows: 1) four and six- dimensional structures were established from 25 expectation and satisfaction attributes, respectively. 2) Demographic variables and usage characteristics didn't affect on service quality expectation, but expectations were significantly different according to the types of restaurant. 3) Expectation/satisfaction matrix showed different patterns in 3 types of restaurant. 4) 'Quality of food' and 'atmosphere' were the most relatively important attributes for overall satisfaction in restaurants.