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커피 전문점의 치열한 경쟁에서 경쟁우위를 지키기 위해서, 제한된 자본을 선택과 집중을 할 수 있는 재무적·비재무적 핵심성과지표를 개발한 김학준·박해정·김홍길(2012)연구의 후속연구이며, 개발한 핵심성과지표에 대한 우선순위와 가중치를 개발하는 연구이다. 연구결과, 2계층인 관점별 상대적 중요도 측정결과, 재무관점의 가중치가 0.530로 가장 높았으며, 3계층인 관점내에서 상대적 중요도 측정결과, 재무적 관점에서는 총영업 이익률(0.358), 고객 관점에서는 고객만족(0.424), 내부프로세스 관점에서는 최고경영자리더십(0.450), 학습과 성장 관점에서는 직원만족도(0.353)가 가장 높았다. 핵심성과지표 전체에서는 총영업이익율(0.190)이 가장 높았으며, 총매출액, 고객만족, 직원만족 순이였다. 연구결과에 대한 시사점으로는, 커피전문점은 서비스관련 산업임에도 불구하고 바리스타의 기술력이 중요하기 때문에 2계층인 관점별 상대적 중요도에서 고객관점보다는 학습과 성장 관점이 더욱 중요한 것으로 파악되었다. 또한, 커피전문점의 규모가 서비스업 중에서 상대적으로 작기 때문에 내부프로세스 관점에서 최고경영자리더십이 가중치 45%에 해당할 정도로 매우 중요한 것으로 판단되었다. 현실적인 이익에 대한 부분이 충족된 이후부터는 커피전문점의 지속적인 유지를 위해서 고객 만족과 직원 만족이 이루어 질수 밖에 없는 것이라는 현실을 반영하고 있다. The objective of this research is to develop the priority and importance weight of each developed Key performance indicator (KPI), as a follow-up of Kim, Park, and Kim (2012) study on developing KPIs, both financial and non-financial, which allow for ``selection and concentration management`` with limited capital for the purpose of maintaining an advantageous position in the highly competitive coffee shop business. This research demonstrates that ``financial perspective`` got the highest weight (0.530) as a result of measuring the relative importance of each of the four perspectives, which is the second class, and that according to the measurement of the relative importance within each perspective, the third class, Gross Operating Profit from ``financial perspective`` got the highest weight (0.358), and then Customer Satisfaction from ``customer perspective``, CEO Leadership from ``internal processes perspective``, Employee Satisfaction from ``learning & growth perspective`` have got the 0.424, 0.450, and 0.353 as their weight respectively. Regarding results of the overall KPIs the weight of Gross Operation Profit is the highest (0.190), and then are Gross Revenue, Customer Satisfaction and Employee Satisfaction. The implications of this research are that ``learning & growth perspective`` is regarded more important than ``customer perspective`` in relation to the relative importance of each perspective, the second class, because even though coffee shop business is in the service industry, baristas`` technical skills are important. Since the coffee shop segment is relatively small-scaled within the service industry, furthermore, CEO Leadership from ``internal processes perspective`` is judged highly important with the weight of 45%. This study reflects that once the realistic profit is gained, Customer Satisfaction and Employee Satisfaction should be achieved for the sustainable coffee shop business. Key words : coffee shop business, KPI, Analytic Hierarchy Process.
This study was to examine the effect of selection attributes at wine bar and Service Recovery justice affect re-visit Intension. In addition, what kinds of factors from the selection attributes on wine bar affects on the future behavior of re-visit intension and which service recovery justice factors have a significant impact on intention to revisit. The survey questions were derived from the previous studies and conducted a survey targeting customers who visit the wine bar across the Republic of Korea in 2014. The results show that relationship between above hypothesis including services, size, convenience, atmosphere, expertise, and the cleanliness of the independent variables and revisit intension; dependent variable has statistically significant except for size factor of selection attribute on wine bar. Service interaction justice, service distribution justice and service procedure justice affect dependent variable; re-visit intension. Among the three factors, service interaction justice and service distribution justice are statistically significant on re-visit intension. However, service process justice factor is not statistically significant on the re-visit intension.
This study investigate the effect of risk and benefit perceived from each destination country on choice of country for medical tourism. Unlike previous literatures, in this study, the perceived risk classified into financial risk, physical risk, psychological risk, and performance risk except social risk. Also, the four benefits were extracted by the principal component analysis. The ANOVA is employed to look at how the perceived risk and benefit differ from each country. The effect of perceived risk and benefit on choice of destination country was analyzed by MNL. While we expected the negative impact of risk and the positive impact of benefit on choice of country, there were inconsistent effects among each country choice model. These reasons of inconsistent impact of risk and benefit are discussed in this context.
Studies related hotel F&B service quality followed by satisfaction and guest return have been conducted. As hotel-owned F&B outlets gradually expand its branches outside the hotel, customers obtain more options for their dine-out and expect same level of service that they are served at hotels. First, analysis on expectation & actual result of service quality shows that there is no huge difference in between. Measuring items such as `accuracy on menu orders & calculation` and `convenient reservations` are primary variables resulted from search factor analysis. Second, through search factor analysis and trust analysis, measuring items on expectation & result of service quality and primary variables such as guest satisfaction, customer value, brand loyalty and hotel corporate image are resulted that it is highly considered factors. Third, in order to develop a structure model for this study, we have conducted repeated factor analysis on results from search factor analysis. Results from identifying factor analysis and search factor analysis have showed very similar index. Fourth, suitability of structure model based on very first theory model resulted low suitability; however after amendment made based on modification indices, the result show high suitability. Fifth, total 10 theories have been selected out of 14 actual theories which include 11 theories from very first theory model and 3 theories from revised model. Lastly, expectation discord was resulted as the most influential variable both in direct/indirect ways through observation on revised model.
The purpose of this study is to examine the effect of selection attributes of coffee shop on customer satisfaction and behavioral intention. Five dimensions, which are tangibility, assurance, amenity, quality, and reactivity of a service employee are the main coffee shop attributes that were identified from factor analysis. These factors are used to determine their impact on customer satisfaction and behavioral intention. The results of analysis are summarized as follows. First, all four factors of selection attributes had positive influence on customer satisfaction, excluding quality of coffee shop. Second, in the case of relationship between selection attributes and customer"s behavioral intention, assurance, reactivity, amenity, quality had positive influence on behavioral intention, except the tangibility of a coffee shop. Third, as a result of the relationship between customer satisfaction and behavioral intention, customer satisfaction had positive influence on behavioral intention of a customer. To summarize, among five factors of selection attributes assurance, reactivity of an employee, and amenity have positive influences on both customer satisfaction and behavioral intention. Therefore, the coffee shops should concentrate on maintaining the high quality of these selection attributes of customers.
The purpose of the present study is to develop an evaluation model for constructing an efficient Web site system to travel agencies trying to develop a Web site system for strengthening of the company`s business competitiveness and satisfaction of customers` desire by introducing Web 2.0 that is being represented as the latest internet technology to satisfy expectation and desire about web technology of enhanced customers. For an experts survey for application of the AHP technique, the personnel having a position of more than a team leader class who has development experience over 5 years, technical implementation experience of Web 2.0 that is cutting-edge technology of the internet and budget operation experience with the target of travel agencies operating a website system among domestic travel agencies. The domains necessary for development of the Web site system`s evaluation model for constructing the efficient Web site system and the suitable items according to each domain based on the existing previous researches appeared as follows, namely, three domains of Core Process, IT Infrastructure and Based Environment, a total of 12 items from each domain such as 6 items of Community, Commerce, Communication, Customizing, Contents, Connection in Core Process, 3 items of hardware, Web 2.0 and network in IT Infrastructure, and 3 items of policy, organization and manpower in Based Environment.
The Exhibition and convention industries, which are recognized as a futurity industry knowledge condensed, have begun to take center stage as a high value-added industry with extraordinary prior and posterior ripple effects. According to the study, it is expected that the Exhibition and Convention Industries, which are recognized as a futurity industry requiring the specialty with a possibility of good future prospects, achieve activation of themselves through networking, which of course, requires interaction and integration in the areas of specialized skills, objectivity, efficiency, and economic efficiency as the Exhibition and Convention Industries have recognized many of the problems, some of these being the small size of the business, the change of social consciousness and a more efficient use of manpower. So it can be seen that the related companies (or unions, organizations) need cooperation, with a legal and systemized base, plus specialized organizations being constructed.
본 연구는 커피문화가 빠르게 성숙해 지고 있는 사회에서 커피원두의 관심과 지식의 욕구가 다양 해 짐으로서 커피농장 체험활동에 필요한 프로그램이 다양하게 개발되고 있다. 커피는 인류가 가장 즐겨 마시는 음료 중 하나지만 커피나무와 커피콩을 직접 본 사람은 1%도 채 되지 않는다. 우리가 마시는 커피, 즉 원두는 생산 국가, 지역, 농장, 커피 등급, 품종의 조합으로 인하여 커피 벨트지역에서 재배 생산되어지고 있다. 브라질, 콜롬비아, 중남미가 아니어도 아시아 지역에도 우수한 커피원두를 생산하는 커피 농장이 있다는 소비자는 그리 많지 않다. 베트남을 비롯하여 태국, 인도네시아, 인도, 라오스 등 지역에서 재배되는 커피는 세계적으로 품질과 맛을 인정받고 있으며, 이러한 커피재배의 산지 분포와 특성에 대하여 체험과 경험을 위한 일정한 프로그램에 참여 하고 싶은 사업가 및 마니아들에 대한 욕구가 강하게 확산되고 있다. 커피체험프로그램의 조건은 기존의 단순한 커피농장의 견학을 벗어나 직접적인 체험 할 수 있는 지리적 여건과 환경이 갖추어져야 한다. 아시아 커피 산지 중 품질로 인정받고 있는 태국 북부지역 커피산지 분포와 특성에 대한 프로그램개발의 가장 큰 목적지이다. 커피 농장에서 이루어지는 재배, 생산과정의 공정, 마케팅, 판매 등 농장 체험 등이 주요 프로그램이다. 커피농장에서 일정기간동안 체험을 통하여 산지의 분포와 특성 그리고 커피상품과정을 직접 체험하는 체험관광투어 프로그램이다. 태국 북부지역의 농장을 대상으로 커피산지의 분포와 특성에 대한 연구는 향후 체계적이고 다양한 커피농장 체험학습 활동과 커피 전문가 교육에 많은 도움이 될 것으로 사료된다. This study explores a situation that people's interests and knowledge toward coffee beans are growing in the society where coffee drinking culture is spreading rapidly. As a result, diverse programs essential in experiencing coffee farms are being developed. Although coffee is one of the world's most popular drinks, less than 1% of them have seen coffee trees and beans. Currently, coffee beans consumed as a drink have been producing in coffee belt areas based on a production country, region, farm, quality grade of coffee, and type of coffee. Except Brazil, Columbia, and Latin America, there are only few owners of coffee farms producing high quality coffee beans in Asia. Coffee beans have been produced in regions including Thailand, Indonesia, India, and Laos besides Vietnam. The beans from the regions have been highly evaluated in the world in terms of quality and taste. Simultaneously, the desire to participate in a certain experience program is spreading widely among business owners and maniacs to obtain experience and knowledge on the distribution and features of coffee production regions. Conditions that a coffee experience program must fulfill include a certain level of geological conditions and environments to allow these people to obtain direct experience on coffee farms, different from a simple tour on such farms. In this respect, the largest goal for developing a coffee experience program on the distribution and characteristics of coffee production areas in the northern parts of Thailand globally renowned for its high quality coffee in Asia, which is relatively close to South Korea compared to other regions such as South America. Major programs offer diverse programs as follows: how coffee beans are produced; how they are processed; what are the marketing strategies; and how beans are sold to consumers. Fundamentally, participants are able to gain experience and knowledge on the distribution and features of coffee farms as well as on the manufacturing process of coffee beans via those programs for a certain period of time. This study is meaningful since it deals with real coffee production sites. Thus, the research will be helpful for the coffee industry and training on coffee education in the near future based on well-organized and various programs taking place in the real sites.
본 연구는 외식과 관광산업에서 중요한 아이템으로 그 위상을 차지하고 있는 커피산업에의 기원과 역사, 의미와 상징성에 고찰하였다. 더불어 수입 커피원두를 국내 재배의 토종원두로 대체 해보고자 베트남커피 생산지를 답사하고 커피 생산지의 지리적 조건, 커피 산업의 미래에 대해 탐색적 연구를 하였다. 연구결과, 국내 커피산업의 미래를 위해 국내 브랜드 커피의 약진과 더 나아가 공간가치를 창출하는 커피전문점으로 전환을 모색해야한다. 우리나라는 원두커피 재배에 이상적인 자연적 조건, 생산 환경을 가지고 있지는 않지만 하와이에 이식되어 명품 코나커피로 거듭난 사례를 적용해 볼만하다. 제주도는 커피재배의 지형과 토양, 강수량, 습도의 조건에 부합하며, 겨울기온과 서리만 극복할 수 있다면 한국적 특성에 맞는 커피 품종을 개발할 수 있을 것이다. This reserch is for food service and tourism industry that is how much important about "Coffee industry" for their symbol, origin, history. We think about ``How to develop a coffee industry in the future?`` and ``What is the best geographic condition in the region of production?`` because of we really want to change to indigenous cherry bean in korea instead of other countries. Also field survey in Vietnam coffee cultivate region. The result of research is develop of domestic brand coffee and also must be change specialist shop for coffee with space worth at the same time. We knew the high quality coffee of "Kona" it was a case that foreign plants in Hawaii. If we can overcome a frost and winter temperature then we can develop a new coffee Production region in JeJu island korea. There is the region for coffee cultivation because Jeju island already included enough soil, precipitation and geographical environment. It is possible to adapt about basalt, minerals, oceanic climate in Jeju island in addition, we already product of quality green bean through to develop coffee seedings that`s why we can say, Jeju island has new possibility.
The contracted foodservice business as an intangible service industry requires measurement in intangible values. By these measurements the limited capitals should be selected and invested to differentiate itself from competitors and secure competitiveness. Currently, there are items to evaluate the present, future, and past of the Contracted Foodservice Business, however no academically established priority of the items. The purpose of this research, a follow-up research of Kim, Hak-Jun & Kim, Ju-Yeon(2009) is development on significancy and priority of KPI in Korea. As a result of the study, customer perspective was understood to be most important, next financial perspective, internal process, and lastly the learning and growth perspective. KPI`s priority consists of customer satisfaction measurement in first place with a significant rate of 0.187. Next, following up was achieved profit targets and achieved sales goals. The results implicate that in the contracted foodservice business in Korea the business strategy should select and invest in limited capitals by investing in the increased customer satisfaction measurement and corresponding to the needs and wants of the customer to increase customer satisfaction measurement.