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호텔산업에서 지각된 가치의 선행변수와 결과변수에 관한 연구
하헌국(Hun Kook Ha) 한국호텔외식관광경영학회 2001 호텔경영학연구 Vol.10 No.1
This study extends previous research on perceived value by including the role of perceived risk within a model of the antecedents and consequences of perceived value. The model was tested in a hotel setting using a sample of consumers actively looking for hotel services. Empirical results confirmed that not only do perceived service quality lead to perceived value for money in a service encounter but that this quality component reduces perceived risk. Perceived risk was found to play an important role in the perceived service quality. Perceived relative price and hotel name were also found to play an important role in the perceived value for money and perceived service quality. Lastly perceived value for money affected willingness-to-buy. The results obtained have major implications for hotel managers as well as for future research in this strategically important area of consumer research.
하헌국(Hun Kook Ha) 한국호텔외식관광경영학회 2000 호텔경영학연구 Vol.9 No.1
The purpose of this study was to investigate antecedents of organizational citizenship performances. The samples were customer-contact employees of five-star hotels of Seoul. The research findings were that antecedents of organizational citizenship performances included distributive fairness, interactional fairness, procedure fairness, participative leadership, centralization, intrinsic job satisfaction, and extrinsic job satisfaction. The direction of future study was to include other variables as antecedents of organizational citizenship performances. For example, family functioning can be included as antecedents of organizational citizenship performances.
아웃바운드 투어상품의 서비스품질과 고객만족에 관한 연구
하헌국(Hun Kook Ha),김영규(Young Kyu Kim) 한국호텔관광학회 2000 호텔관광연구 Vol.2 No.1
The study attempts to analyze service traits, thus gaining insight into and evaluating the service quality of travel agencies. It aims at finding out how to use quality management of the travel agencies by means of examining the concepts of service quality evaluation models to improve the customer satisfaction. The study places an emphasis on ferreting out the service quality development methods. In addition, it makes an attempt to find out the relationships between $quot;Moment of Truth$quot; and the guest satisfaction by taking into consideration the service characteristics such as invisibility, non-separation, heterogeneity and disappearance. The methods for the study include an empirical research as well as a theoretical research. The review of literature covers service`s concept, model and method of service quality evaluation, and relationships among the concepts(moment of truth, service encounter, customer satisfaction), which is related to the service quality. The authors explore the researches relating to the service quality of travel agencies with the concepts and evaluation methods of service quality being contingent upon the previous researches. The results of the study suggest the different service quality evaluation factors depending upon the demographic characteristics and the travel types. The study found the there exist significant relationships among moment of truth, general service quality, customer`s behavioral intention.
서비스 교환에 있어서의 가치패러다임내의 구매 전 선호도와 불일치 패러다임내의 소비 후 만족도의 통합
하헌국(Hun Kook Ha) 한국호텔외식관광경영학회 1999 호텔경영학연구 Vol.8 No.2
The purpose of this study was to reconcile value paradigms and disconfirmation paradigms within an integrated framework of prepurchase preference formation and postconsumption satisfaction. More specifically, the objectives were first, to present a conceptual model that defines the sensory, cognitive, and affective activities underlying the prepurchase and postconsumption assessment processes, second, to develop an experiment to test a substantial portion of this model in a service context using multimedia technology, and third, to derive implications for future research in the areas price, quality, value, and satisfaction. Through the experiments which students participated in, 13 developed hypotheses were tested and the majority of these were accepted. In conclusion, the reconcilation of value paradigms and disconfirmation paradigms within an integrated framework of prepurchase preference formation and postconsumption satisfaction was successful, but stability over two phases was not existed.