여행사 상용관광 서비스 품질이 고객만족에 미치는 영향 연구

최현묵 ( Hyun Mook Choi ),천덕희 ( Duck Hee Cheon ) 한국문화관광학회 2007 문화관광연구 Vol.9 No.1

The present study purposed to provide an empirical ground for marketers at travel agents to develop business strategies by examining the effects of business travelers` awareness of the importance of business travel service quality factors on their customer satisfaction. Data were collected by using questionnaires which were based on common measures from the literatures and the quality of agents` business travel service and the basic concepts of customer satisfaction. 300 self-administered questionnaires were utilized for analysis. The results of this study presented the business travel service factors, business service, ability and image were found to be important. Customers` satisfaction with travel agents was also significantly affected by business service and ability and, in turn, customers` satisfaction was found to affect their loyalty. This suggests that travel agents need to improve their basic abilities related to business travelers and develop various business travel services.

사회서비스 부문 정부 재정사업의 성과에 미치는 영향요인 분석에 관한 연구:

최현묵(Choi, Hyun Mook),김인(Kim, In) 한국지방정부학회 2017 지방정부연구 Vol.21 No.3

국민들의 사회서비스 수요에 대한 급격한 증가는 사회서비스 예산의 급격한 증가와 서비스 전달체계의 확대를 초래하였다. 본 논문은 사회 서비스 전달체계 및 재정적 특성이 사회서비스 부문 재정사업의 성과에 미치는 영향을 규명하고자 했다. 이에 2008년부터 2015년까지 8년간 22개 부처가 수행하는 210개의 사회서비스 사업, 총 322개 사업자료를 패널회귀모형으로 분석하였다. 주요 연구결과는 다음과 같다. 첫째, 준정부조직의 재정사업 지원기능은 성과에 긍정적인 영향을 미친다. 둘째,재정사업의 전년도 총 예산액 중 지자체에 대한 보조금의 비율은 재정사업 성과에 부정적인 영향을 미친다. 셋째,사업의 추진기간은 재정사업 성과에 대하여 부정적인 영향을 미친다. 넷째, 전달하는 재화 및 서비스 유형 중 대민서비스 유형과 바우처는 현금, 현물, 기타 서비스 유형보다 성과에 긍정적인 영향을 미친다. 다섯째, 재정적 특성은성과에 대하여 주요한 영향요인으로 작용하지 않는다. The national demand on social services has increased social service budget and an expansion of the service delivery system. This study analyzed on variable relationships among social services budgetary programs delivery system and financial characteristics on performance. Time range of data is from 2008 to 2015, 210 programs of 22 department’s. 322 cases of data were studied and they were carried out by panel regression. As seeing the result, first, program support function of QUAGO has statistical significance in the performance score. Second, the proportion of grants for local government program in previous year budget affected negatively on the performance score. Third, program age affected negatively on the overall score. fourth, the face to face type and voucher type of the delivered services types, affected positively on the performance score. Fifth, the financial characteristics has not shown any impact on program performance.

연구논문 : 구조방정식을 이용한 지역인재육성사업 운영체계의 성과에 미치는 영향요인 분석 -HRD 거버넌스 체계를 중심으로-

최현묵 ( Hyun Mook Choi ),최성욱 ( Sung Wook Choi ) 한국지역개발학회 2015 韓國地域開發學會誌 Vol.27 No.2

This study analyzed variable relationship among regional human resource development policy, governance and performance through linear structural equation model to identify the factors influencing performance of management system for the regional human resource development policy. Survey is used for the data of the analysis, which had been collected in November to December 2013, asked 137 of HRD specialists in Busan. This study sees that it would get high validity in that 30% of university officials who are in the forefront of management has participated in this survey. The analysis shows that human resource development policy influences both governance and performance positively, while this study could not ensure statistical significance the influence of governance to performance. In addition, in a sub variables(measuring variables) business allocation and finance which are bureaucratic methods done by traditional authority influence significantly both performance and governance. This study represents that Busan Metropolitan City’s regional human resource development policy and governance are led by government, which makes governance hard to influence performance. Thus, for sustainable and effective regional human resource development policy, there should be followed institutional basis which can assure participation of various interests and autonomous activities.

여행사 직원의 감정노동과 고객지향적 판매행동에서 감성지능의 조절효과 연구

최현묵 ( Hyun Mook Choi ),허성란 ( Sung Ran Hor ) 관광경영학회 2013 관광경영연구 Vol.55 No.-

This study was conducted in order to examine travel agency workers` emotional labor according to the job characteristics of travel agencies and the effects of such emotional labor on travel agency workers` customer?oriented selling behavior, to identify the moderating role of emotional intelligence for resolving cognitive dissonance reduction experienced by the workers in this process, and ultimately to spotlight the importance of emotional intelligence. The results of empirical analysis on the hypotheses formulated in this study are summarized as follows. First, job autonomy, job routineness and job feedback were found to have a positive effect on external behavior and internal behavior in travel agency workers` emotional labor. Second, with regard to the effect of emotional labor on customer?oriented selling behavior, both external behavior and internal behavior in emotional labor had a positive effect on customer?oriented selling behavior. Fourth, with regard to the effect of emotional labor on customer?oriented selling behavior, emotional intelligence played a moderating role between external behavior and customer?oriented selling behavior, but not between internal behavior and customer?oriented selling behavior. In conclusion, The results of this study suggest that travel agencies, which are highly dependent on human resources, should consider emotional intelligence in selecting their workers and improve the workers` emotional intelligence through education and training.

해양거버넌스 수준 및 구성요인들간 관계분석 및 정책적 함의

최현묵(Choi Hyun Mook) 한국갈등관리학회 2014 한국갈등관리연구 Vol.1 No.1

본 연구는 지방정부의 지속가능한 해양거버넌스를 활성화하기 위해 지방정부 해양정책의 현재수준과 구성요인 간의 관계를 분석하였다. 연구의 대상은 부산광역시이며 해양거버넌스의 구성요소로서 네트워크, 참여, 협력, 공동의사결정의 4가지 범주를 기준으로 설정하고, 연구의 범위는 해양관광, 해양산업, 항만물류 분야를 그 대상으로 하였다. 부산광역시의 해양거버넌스 수준에 대한 분석결과는 첫째, 상대적으로 가장 높은 영향을 미치는 요인는 협력이지만, 다른 구성요인과 큰 수준의 차이는 없다는 점이 도출되었다. 둘째, 성요인의 충족은 순차적이지 않지만, 참여-협력, 참여-거버넌스, 협력-거버넌스 사이에 유의미한 상관관계가 발견되었다. 셋째, 부산에서 해양산업 분야가 가장 높은 해양거버넌스 수준을 보이고 있으며, Top-down식 정책구조의 경우 낮은 해양거버넌스 수준을 보인다는 것이다. This study aims to analyze the current level of municipalities’ marine policies in order to enable the sustainable maritime governance of local government. So, to carry out this study, researcher defines the concept of governance via the theory of policy analysis, which is emerging as a new area of governance. Therefore, this study has defined the concept of the Maritime Administration, Marine Policy and Maritime governance for the academic background of this study. In this study, we have divided into four categories like network, participation, cooperation, and collective decision-making for the composition elements of the maritime governance. In addition, the scope of the study is limited into three types for administration fields; marine tourism, ocean industry, and logistics and maritime affairs. Upon analysis, following conclusions were derived. First, on factors affecting on maritime governance of Busan metropolitan city, the most relatively high element is cooperation, but this doesn’t show a big difference with other elements. Second, satisfaction is not sequential and no correlation with others, but participation-cooperation, participation-governance and cooperation-governance between correlation is correct in 0.05 level. Third, in Busan, ocean industry field is relatively high level, and in case of top-down way policy structure found low level of maritime governance. As mentioned above, it is necessary to have healthy surveillance and participation of externals toward local government to build Busan as a successful maritime capital city.

지역 도시공공서비스 제공기관의 재무효율성 분석

최현묵(Choi Hyun Mook),정명은(Jeong Myung Eun) 한국갈등관리학회 2014 한국갈등관리연구 Vol.1 No.2

본 연구는 도시공공서비스를 제공하는 지방공기업의 재무효율성을 안정성, 수익성, 활동성의 세 차원에서 자료포락분석(DEA)기법을 통해 CCR 모형 및 BCC 모형을 분석하였다. 이후 CCR 모형의 분석결과를 토대로 Slack 분석 및 Tier 분석을 수행하여 상대적으로 비효율적인 기관들의 벤치마킹 대상과 조정이 필요한 요인들을 도출하였다. 분석결과 CCR모형 중 재무안정성 부문의 효율성을 달성한 기관은 6개 기관으로 전체의 22.2%를 차지하였으며, 재무수익성 부문은 3개 기관으로 20%, 재무활동성 부문은 2개 기관으로 7.4%를 차지하였다. 반면 BCC모형 중 재무안정성 부문의 효율성을 달성한 기관은 11개 기관으로 전체의 40.7%를 차지하였으며, 재무수익성 부문은 6개 기관으로 40%, 재무활동성 부문은 6개 기관으로 22.2%를 차지하였다. 이러한 분석결과를 바탕으로 Slack 분석을 통해 비효율적인 기관의 조정이 필요한 요인을 도출할 수 있었으며, 마지막으로 Tier 분석을 통해 비효율적인 기관의 벤치마킹 대상을 규명하였다. 이러한 연구결과가 지방공기업들의 효과적인 재무효율성 개선 전략 수립에 도움이 될 것이라 기대된다. This study analyzes both OCR and BOC model for the measurement of the financial efficiency of local public corporation providing urban public services using DEA(Data Envelopment Analysis) technique in the dimensions of stability, profitability, and activity. From the result of OCR model analysis, performing Slack and Tier analysis, finds relatively inefficient benchmark for corporations and the factors that needs to be adjusted. In the OCR model, the result shows that 6 corporations achieved efficiency of financial stability, which forms 22.2% of whole. Financial stability was satisfied by 3 corporations, which accounts for 20%, and financial activity was achieved by 2 corporations, which take 7.4% of whole. On the other hand, in the BCC model, there are 11 corporations that achieved efficiency of financial stability, accounting for 40.7%. 6 corporations achieved financial profitability, forming 40% and 6 corporations satisfied financial activity, accounting for 22%. Thus, local public corporations will be able to check the degree and rank of each corporation’s efficiency through the result of CCR and BCC model analysis. Also, it will help local public corporations to select both long and short term benchmarks for themselves through the result of Tier analysis. In addition, expects that efficiency improvement will be followed using the result of Slack analysis to get factors of benchmark. This study will be able to help urban public service providers to set up strategies to improve financial efficiency and suggest positive ways of improving policy making. Each corporation also could get a basis of strategy establishment to benchmark other corporations through this study analyzing by sectors and factors.

회원작품 Works - GDA 주니어 연희

최현묵,Choi, Hyun-Mook 대한건축사협회 2009 建築士 Vol.2009 No.4

민 · 군간 갈등지속의 결정요인에 관한 연구

최병학(Choi Byoung Hahk),최현묵(Choi Hyun Mook) 한국갈등관리학회 2015 한국갈등관리연구 Vol.2 No.1

최근 국가발전이나 지역발전을 위해 민 · 군협력이 긴요하다는 사회적 요청이 강하게 일고 있으며, 충남지역의 경우 더욱 그렇다고 할 수 있다. 특히 계룡시의 경우는 3군본부(계룡대)와 연계한 국방도시 건설과 세계 군문화축제를, 논산시의 경우는 최근 국방대학교 이전을 포함하여 기존의 육군훈련소(연무대) 및 육군항공학교 입지 등을 감안하면 민 군간 협력체계는 중요한 의미를 갖는다. 본 연구는 충청남도 계룡시 논산시를 중심으로 민 · 군간 갈등지속의 결정요인에 관한 실증분석을 수행했으며, 민군관계의 이론적 논의를 토대로 지역사회 단위에서 민 · 군간 갈등 지속도에 관한 결정요인을 다중회귀분석을 통해 규명하였다. 분석 결과, 정보공개가 높을수록, 재산가치가 클수록, 보상이 낮을수록, 지역정체성이 높을수록, 부담이 낮을수록, 언론 개입이 클수록, 그리고 남성이 여성에 비해 갈등지속도에 높은 영향을 미치고 있는 것으로 나타났다. 이에 민 · 군간 갈등관리 시스템 구축 및 상생 · 협력기반의 구축을 정책적 함의로 도출하였다. Recently, the national development and regional development think․civil military cooperation is essential that the social request for a strong and, in the case of Chungcheongnam-do area can be more so. In particular, Gyeryong city three military headquarters(Gyeryongdae) the defense and city construction of the world"s military culture festival in connection with the case of Nonsan city when considering the recent National Defense University, including the previously existing army camps(Yeonmudae) and Army Aviation School located Numbers · groups cooperation has a significant meaning. This study analyzed the Chungcheongnam-do Gyeryong city, Nonsan city in empirical analysis of the determinants of a focus on civil and groups conflict persists, the determinants related to civil and groups conflict sustains, even at the community level on the basis of the theoretical discussion of civil-military relations, especially this was verified by multiple regression. Higher analysis, information disclosure, the higher the property value, the lower the reward, the higher the local identity, the lower the pressure, the greater the media intervention, men are having a high impact on the conflict sustains, even compared to women. This civic groups, conflict management system and win-win. lead to the establishment of cooperation based on policy implications were presented.

여행사 종사원의 고객지향성 증진 방안 연구

천덕희 ( Deok Hee Cheon ),최현묵 ( Hyun Mook Choi ),박승식 ( Seung Sik Park ) 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 2015 호텔리조트연구 Vol.14 No.2

This study aims to suggest the improvement measures of customer orientation for travel agents`` employee through implementation of internal marketing in order to improve customer service. Through various previous studies, internal marketing is composed 4 factors - reward system, empowerment, education & training and internal communication, and customer orientation is composed 2 factors - enjoyment and needs in this study on the basis of Brown et al.``s study (2002), even though previous customer orientation researches have been studied single level factor. So this study can examine more detailed relation of effects on composed factors of customer orientation by internal marketing implementation. The result of empirical analysis on hypothesis shows that reward system and education & training made positive effect on enjoyment factor, and reward system, education & training and internal communication had positive effect on needs factor of customer orientation. Finally internal marketing implementation was found to influence differences effect on particular composed factors.

한국의 전통문화가 국가이미지와 한국여행 추천의도에 미치는 영향

천덕희 ( Cheon Deok-hee ),최현묵 ( Choi Hyun-mook ) 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 2017 호텔리조트연구 Vol.16 No.2

The purpose of this study is to investigate the effect of Korean traditional culture on national image and recommendation intention for travel to Korea. For the empirical study, a survey was conducted for Chinese students in Korea and 156 questionnaires were used for the analysis. Empirical analysis was conducted using SPSS 18.0. As a result of factor analysis, Korean tradi-tional culture, national image, and recommendation intention for travel to Korea were analyzed as a single dimension. As a result of the hypothesis test, Korean traditional culture had a significant influence on the national image and the recommendation intention for travel to Korea. In addition, the national image had a significant effect on recommendation intentions for travel to Korea. In the end, Korean traditional culture has been studied by positively changing the image of Korea and increasing the recommendation intention for travel to Korea.