언어네트워크 분석을 통한 호텔관련 연구동향: 코로나19 전·후 비교 = Hotel-related Research Trends through Semantic Network Analysis: Comparison before and after COVID-19

국문 초록 (Abstract)

본 연구에서는, 코로나19 팬더믹 이전과 이후의 호텔에 관한 연구동향에 대해 종합적이고 객관적인 비교 분석 통하여, 우리나라 호텔 산업정책에 긍정적인 영향을 줄 수 있는 연구를 하고자 하였다. 코로나19 팬더믹 이전, 2016년부터 2019년까지 호텔관련 983편의 연구논문의 핵심어 1,929개 분석결과, ‘호텔’ 핵심어를 중심으로 연결 및 위세 중심성이 높은 ‘고객지향성’, ‘조직몰입’, ‘직무만족’, ‘신뢰’ 등이 언어네트워크 지도 중심에 있는 것을 확인할 수 있었다. ‘호텔’을 중심으로 ‘고객지향성’, ‘조직문화’와 연결성이 있는 것을 알 수 있었고, ‘조직몰입’은 ‘직무만족’, ‘자기효능감’, ‘조직시민행동’ 등과 연결성이 있었다. 또한, ‘신뢰’는 ‘서비스품질’, ‘호텔기업’, ‘호텔레스토랑’ 등 다양한 핵심어와 연결성이 있었다. 코로나19 팬더믹 이후, 2020년부터 2023년까지 호텔관련 697편의 연구논문의 핵심어 1,575개 분석결과, ‘호텔’을 중심으로 ‘만족’, ‘코로나’, ‘신뢰’, ‘직무만족’ 등이 중심에 있는 것을 알 수 있었다. ‘만족’은 ‘고객만족’, ‘직무만족’, ‘서비스품질’, ‘호텔산업’ 등과 관계가 있는 것을 확인할 수 있었고, ‘코로나’는 ‘호텔’, ‘직무만족’, ‘조직시민행동’, ‘이직의도’, ‘직무스트레스’, ‘텍스트마이닝’ 등과 관련성이 있어 보였다. ‘신뢰’는 ‘호텔’ 뿐아니라 ‘호텔산업’, ‘고객지향성’, ‘조직몰입’, ‘직무만족’ 등 다양한 핵심어와 관계 있는 것을 알 수 있었다. 코로나19 팬더믹 전과 후의 차이는 호텔관련 연구논문수가 약 30% 감소되었고, ‘코로나’라는 핵심어가 매개중심성의 상위에 있으면서, ‘호텔’, ‘만족’, ‘직무만족’, ‘조직시민행동’, ‘이직의도’, ‘직무스트레스’, ‘서비스품질’, ‘호텔선택속성’, ‘텍스트마이닝’ 등 다양한 핵심어의 매개역할을 하고 있는 것을 파악할 수 있었다. 핵심어 통합과정에서 연구자의 주관적 판단이 완전하게 배재되었다고 할 수 없는 연구의 한계가 있었다.

다국어 초록 (Multilingual Abstract)

In this study, we tried to conduct a study that could have a positive impact on Korea's hotel industry policy through comprehensive and objective comparative analysis of research trends related to hotels before and after the COVID-19 pandemic. Prior to the COVID-19 pandemic, the analysis of 1,929 key words in 983 research papers related to hotels from 2016 to 2019 confirmed that "customer orientation", "organizational immersion", "job satisfaction", and "trust" with high connection and vitality centered on "hotel" core words. It was found that there was a connection with "customer orientation" and "organizational culture" centered on "hotels," and "organizational immersion" was connected with "job satisfaction," "self-efficacy," and "organizational citizen behavior." In addition, "trust" was connected to various key words such as "quality of service," "hotel company," and "hotel restaurant." After the COVID-19 pandemic, 1,575 key words of 697 research papers related to hotels from 2020 to 2023 showed that "satisfaction," "corona," "trust," and "job satisfaction" centered on "hotels." It was confirmed that "satisfaction" was related to "customer satisfaction," "job satisfaction," "service quality," and "hotel industry," and "corona" seemed to be related to "hotel," "job satisfaction," 'organizational civic action,' 'intention to change jobs,' 'job stress,' and 'text mining.' "Trust" is not only related to "hotels," but also to various keywords such as "hotel industry," "customer orientation," "organizational immersion," and "job satisfaction." The difference between before and after the COVID-19 pandemic was found to be about 30% lower in the number of hotel-related research papers, and the core word "Corona" was at the top of the intermediation center, acting as a mediator for various core words such as "hotel," "satisfaction," "job satisfaction," "job satisfaction," "organizational civic action," "job change." There was a limit to research that could not be said to have completely excluded the subjective judgment of researchers in the process of integrating key words.