호텔 객실의 일반 및 특별서비스가 고객만족에 미치는 영향 : 대전지역을 중심으로

곽용섭(Kwock, Yong-sub) 한국문화관광학회 2001 문화관광연구 Vol.3 No.1

This study is focused on how the special service for hotel guest rooms has an effect on customers satisfaction. Analyzing the degree of satisfaction according to the statistics of population such as sex, age, education, and occupation, it has turned out that most customers feel satisfied. Referring to the correlation between the degree of satisfaction and frequency of using hotel, the guests, who visit hotels more frequently, feel more satisfied. In addition, customers frequently use incidental facilities in a hotel, and accompany their families. For customers satisfaction after using hotel service products, it has turned out that there are relation in the statistics, and especially, the special service for hotel guest rooms leads to customers visiting again or recommendation to other customers. In consideration of the fact that the evaluation on the special service products has even more persuasive power than the normal service products, we can find the special service products has an enormous influence over customers satisfaction. Therefore, based on the deduced facts how customers responded to the special service products and normal service product, this study can contribute to investigating the relationship between the special service products for hotel guest rooms and customers satisfaction.

패밀리레스토랑의 고객만족과 재방문 의도에 영향을 미치는 매개변수에 관한 연구

곽용섭(Kwock, Yong-Sub),방문선(Bang, Moon-Sun) 한국문화관광학회 2003 문화관광연구 Vol.5 No.1

The study was conducted to investigate the causal relationships among the service quality, customer satisfaction, and re-visitation, and to verify the existence of intervening variables which affect on the relationship between customer satisfaction and re-visitation in the restaurant industry. To satisfy this purpose, a survey questionnaire was developed and distributed to the customers in three family restaurants in Daejon. A total of 374 questionnaires was collected and analyzed by SPSS statistical program. The results of statistical analysis confirmed the causal relationships among the key variables(service quality, customer safisfaction, and re-visitation) and the existence of intervening variables which affect on the relationship between customer satisfaction and re-visitation. The intervening variables (A desire to diversification and the quality of relationship) had positive effects on the relationship between customer satisfaction and re-visitation.

관광일반부문 : 지역주민의 장소애착심에 따른 관광지 평가에 관한 연구

윤유식 ( Yoo Shik Yoon ),곽용섭 ( Young Sub Kwock ) 한국호텔리조트카지노산학학회 2005 호텔리조트연구 Vol.4 No.2

In order to determine segmented groups of residents` place attachment, a list of 10 place attachment variable was used. A total of 336 usable samples were collected from Daejoen City, which is one of the major metropolitan in Korea. Two consecutive cluster procedures (hierarchical and K-mean cluster) and multiple discriminant analyses are performed with two-split samples (analysis and validation purposes). Three-cluster solutions ("High Place Attachment", "Moderate Place Attachment", and Low Place Attachment") are delineated and the discriminating variables are explained. ANOVA for continuous descriptors are used to profile the clustered groups. Appropriate marketing and management implications are presented.

연구논문(硏究論文) : 고객기반의 호텔 브랜드자산에 관한연구 -브랜드 확장의 관점으로-

강양 ( Yang Jiang ),곽용섭 ( Young Sub Kwock ) 한국관광산업학회 2012 Tourism Research Vol.34 No.-

호텔이나 레스토랑과 같은 서비스 산업에 있어서 브랜드자산의 구축 및 관리에 초점을 두는 것은 기본적인 성공요인이 될 것이다. 뿐만 아니라 많은 서비스 기업들은 브랜드 확장을 함으로써 모회사 브랜드 영향력의 레버리지 효과를 이용하기 시작한다. 이 전략은 고객들이 다양한 경우에 회사의 여러 브랜드를 단골로 다닐 수 있게 만들려는 노력인 것이다. 이 연구는 호텔 산업을 중심으로 하며, 다른 학자들이 개발한 이미 공시적으로 인정된 다차원 브랜드자산의 프레임워크를 이용하여 고객 기반 호텔 브랜드자산의 잠재적인 차원을 탐색할 것이다(모회사 브랜드자산 및 자회사 브랜드자산 동시적으로 존재하여 고객이 호텔을 선호하는 데 있어서 영향을 줄 것이라고 가정한다). 그 밖의 또 호텔브랜드 자산과 고객이 지각된 가치 및 재방문의사의 상호관계도 연구할 것이다. 수집된 데이터를 기초로 하여 AMOS 5.0을 돌려 확인 요인분석과 경로분석을 실시하였다. 분석결과에 따라 브랜드 자산에 관련된 모두 요인이 전적인 브랜드 자산에 긍정적 영향을 미치는 것을 알게 되었다. 또한 브랜드 인지도/연상도 요인은 전적인 자회사 브랜드가치와 전직인 모회사 브랜드가치를 구축하는 데 아주 큰 긍정적인 영향을 하는 것으로 분석되었다. 전적인 모회사 브랜드자산은 자회사 브랜드 자산에 직접적인 영향을 주였으며, 고객의 재구매의사에도 간접적인 긍정적 영향을 미치는 것으로 나타났다. 마지막으로 고객의 지각된 가치는 단골고객을 유지하는 데 가장 중요한 요인이라는 사실이 나타났다.

중국 호텔종업원의 경력정체가 조직몰입과 이직의도에 미치는 영향에 관한 연구

하소허 ( HE Shaoxu ),곽용섭 ( Kwock Yong-Sub ) (사)한국마이스관광학회(구 한국컨벤션학회) 2021 MICE관광연구 Vol.21 No.2

The purpose of this study is to provide theoretical and practical strategic human resource guidelines to the hotel industry in China. To satisfy the purpose of this study, the effects of career plateau on organizational commitment and turnover intention were investigated. A total of 336 questionnaires of hotel employees in China were analyzed by using frequency, factor, and regression statistical analyses. The results revealed the negative effects of carrier plateau on organizational commitment, the positive effects of carrier plateau on turnover intention, and the negative effects of organizational commitment on turnover intention. Finally, based on the results some practical human resource strategies that may help meet the needs of personal occupation, enhance the sense of belonging to organizations, and reduce turnover intention were suggested.

미국내 민족음식의 조사를 통한 한식당의 현지화 전략

서진욱(Jin wook Seo),곽용섭(Yong sub Kwock),유종서(Jong seo Yu) 한국외식경영학회 2001 외식경영연구 Vol.4 No.1

Over the 200 years, American foods are changed and developed with ethnic flavor. In the early stage of ethnic food, it served mainly to each nationality and later enjoyed to more diverse people. Now ethnic foods represent a dynamic and developing category. Many American consumers have become far more interested in foods with strong taste profiles. Spicer foods are getting more and more acceptable. There is still one spicy Asian cuisine so unknown to many Americans that it's as if it were meant to be a secret. And it almost is. Korean food - bold, healthful, a treasure for the adventurous - has almost been reserved for Koreans, whose restaurants have made little effort to reach beyond their traditional clientele. Koreans often ask themselves why Americans haven t discovered their cooking, said Namji Steinmann, the vice president for education of the Asia Society. "The main reason is that the food is not marketed to non-Koreans; ' she said. And the neighborhoods where it can be found are few. But that is slowly changing. From the early 1990's, there were Korean restaurant opening as not "pre-ethnic cuisine" but for the "culture or restaurant -oriented" concept. On the report of National Restaurant Association s Ethnic cuisine, we found that there are 3 types of ethnic cuisine lover's. They analyzed those 3 consumer attitude as "Culture Oriented", "Restaurant Oriented" and "Preparation Oriented". That classification implies lots of meaningful suggestions to ethnic-cuisine restaurant operator. We can apply it into various pre-studied materials about "Korean food for Globalism" That mans both marketing or operation strategy should applied to each segment of customer. By that Korean food can enjoyed more as ethnic cuisine and it means "Korean for Globalism"

International Franchising Opportunities for Restaurant Companies in Pam-Pacific Countries

See-Hyung Kim(김시형),Yong-Sub Kwock(곽용섭) 한국여행학회 1999 여행학연구 Vol.10 No.-

방문객 만족 측면에서 주제공원 이벤트의 효과

임명재(Lim Myoung-Jae),정강환(Jeong Gang-Hoan),곽용섭(Kwock Yong-Sub) 한국관광레저학회 2005 관광레저연구 Vol.17 No.2

호텔 객실의 일반 및 특별서비스가 고객만족에 미치는 영향 : 대전지역을 중심으로

곽용섭 한국문화관광학회 2001 문화관광연구 Vol.3 No.2

This study is focused on how the special service for hotel guest rooms has an effect on customers satisfaction. Analyzing the degree of satisfaction according to the statistics of population such as sex, age, education, and occupation, it has turned out that most customers feel satisfied. Referring to the correlation between the degree of satisfaction and frequency of using hotel, the guests, who visit hotels more frequently, feel more satisfied. In addition, customers frequently use incidental facilities in a hotel, and accompany their families. For customers satisfaction after using hotel service products, it has turned out that there are relation in the statistics, and especially, the special service for hotel guest rooms leads to customers visiting again or recommendation to other customers. In consideration of the fact that the evaluation on the special service products has even more persuasive power than the normal service products, we can find the special service products has an enormous influence over customers satisfaction. Therefore, based on the deduced facts how customers responded to the special service products and normal service product, this study can contribute to investigating the relationship between the special service products for hotel guest rooms and customers satisfaction.