The Impact of Corporate Recovery Efforts on Corporate - Customer Relationship

문지효 ( Ji-hyo Moon ) 한국유통경영학회(구 한국유통정보학회) 2020 유통경영학회지 Vol.23 No.6

Purpose: There are many problems in service quality management for the airline service industry due to their irresistible nature. In the case of airline service, the main cause of service failure is flight cancellation. Cancellation of flights is often caused by natural disasters. Nonetheless, customers expect service recovery from airlines. This study was conducted to investigate how airline companies should respond to service failures in the event of a irresistible airline service failure. Research design, data, and methodology: This study conducted an online survey to customers (900) who have experienced flight cancellation or delay in specific situation like closure of runway, etc. caused by natural disaster. In the first screening process, those who have experienced such failures were about 30% among all respondents. Among 900 respondents who answered that they had experienced such airline failure, 211 answered that those failures were irresistible and airlines could not control the situations. Results: This study conducted an online survey to customers who have experienced flight cancellation or delay in specific situation like closure of runway, etc. caused by natural disaster. In the first screening process, those who have experienced such failures were about 30% among all respondents. Among 900 respondents who answered that they had experienced such airline failure, 211 answered that those failures were irresistible and airlines could not control the situations. First of all, among the kinds of perceived justice, distributional justice and procedural justice were found to have positive effects on recovery satisfaction. Plus, recovery satisfaction was found to have positive effect on customer Citizenship behavior and long-term orientation. Conclusions: The results of the study suggest that service recovery justice impacts on recovery satisfaction significantly. Also the higher the service recovery justice, the higher recovery satisfaction, then it increases customers' forgiveness, Customer Citizenship Behavior, and long-term orientation.

미용실 온라인 예약시스템 품질이 고객만족 및 지속사용 의도에 미치는 영향

문지효 ( Ji-hyo Moon ),양은진 ( Eun-jin Yang ) 한국미용학회 2021 한국미용학회지 Vol.27 No.3

This social change in modern society, which is changing in conjunction with the fourth industrial revolution, has led to the development of the beauty market and the convenience of consumers who provide differentiated services. As a result, hair shop reservations are actively conducted on the convenience of using the reservation system, but it is difficult to find a study on the impact of the online reservation system, not the offline reservation service, on customer satisfaction and sustainability. Therefore, this study aims to promote empirical research and improvement to respond to the paradigm of the beauty market in the era of the Fourth Industrial Revolution by establishing factor analysis and systems for online reservation system quality. The study surveyed 350 beauty salon consumers living in Seoul and using online reservation systems. The data collected used the SPSS v.21.0 statistics program, which showed that the quality of online reservation system services had a significant impact on customer satisfaction and on the intention of continuous use, and that customer satisfaction had a significant impact on the intent to use. Therefore, starting with this study, research such as improving the quality of online reservation system in hair shops, changing the face-to-face payment system due to COVID-19 and establishing a systematic reservation system to continuously improve customer service quality is needed.

외부 사건 충격으로 인한 해외관광객 감소가 서울시 유통산업에 미치는 영향

문지효(Jihyo Moon),한상린(Sang-Lin Han) 한국유통학회 2016 流通硏究 Vol.21 No.1

우리나라는 과거에 이미 신종플루, 사스와 같은 전염성 질병사태로 인해 외래관광객의 감소를 경험하였으며, 2015년 6월에는 유례없는 메르스 사태를 겪었다. 메르스는 전염성이 높은 치명적인 질병으로 알려졌으며, 전염에 대한 두려움 및 추가 환자가 나타날 가능성은 불안감을 증폭시켜 외래관광객의 대거 방한 연기 및 취소로 나타났다. 국내에서 매우 빠른 속도로 퍼져나간 메르스는 이전의 어느 사례보다도 외래관광객의 감소 폭이 매우 큰 것으로 나타났다. 특히, 많은 외래관광객이 방문하는 서울지역 내의 주요 방문지가 명동, 동대문시장, 남대문시장과 같은 대형상권이라는 점을 고려할 때, 메르스 사태로 인한 외래관광객 감소가 서울시 유통산업에 미치는 부정적 영향을 계량화하는 것은 매우 중요한 과제라 판단 된다. 이러한 측면에서 본 연구는 메르스 사태로 인한 외래관광객 감소가 서울시 유통산업에 미친 경제적 영향을 파악하는 것에 연구목적이 있다. 본 연구에서는 메르스 사태로 인한 외래관광객 감소가 서울시 유통산업에 미친 경제적 파급효과를 분석하기 위해 지역간 산업연관모델(IRIO: Inter-Regional Input-Output)을 이용하였다. 본 연구에서 도출된 메르스(MERS) 사태로 인한 외래관광객 감소가 서울시 유통산업에 미치는 영향은 다음과 같다. 첫째, 메르스로 인해 서울시의 총 생산파급효과는 전년 동월대비 약 6,302억원 감소한 것으로 나타났다. 둘째, 서울시의 총 부가가치파급효과는 전년 동월대비 약 3,387억원 감소한 것으로 나타났다. 셋째, 서울시의 총 소득파급효과는 전년 동월 대비 약 1,479억원 감소한 것으로 나타났으며 넷째, 서울시의 총 취업인원은 전년 동월대비 약 9,436명 감소한 것으로 나타났다. 본 연구에서는 이러한 분석 결과를 통하여 메르스와 같은 사회 전반적인 재난이 우리나라의 유통산업에 미치는 부정적 영향의 크기와 효과를 알 수 있었으며 이러한 연구 결과의 유통정책적 시사점을 함께 제시하고자 하였다.

연구논문 : IRIO 모델을 이용한 전통시장 활성화사업의 경제적 파급효과 분석 -부산 부전시장 사례를 중심으로-

문지효 ( Ji Hyo Moon ) 대한관광경영학회 2012 觀光硏究 Vol.27 No.1

본 연구는 지역간 산업연관모델을 이용하여 정부의 전통시장 지원 사업인 문전성시로 인한 경제적 파급효과를 분석하는 데에 목적을 두었다. 이를 위해 한국은행(2009)에서 최근 발간한 지역산업연관표를 이용하여 부산시와 타지역으로 구분된 지역간 산업연관모델을 구축한 후, 전통시장의 승수를 도출하고 시장상인에 대한 설문조사를 실시하여 문전성시로 인한 매출액을 추정하였다. 연구결과, 순 생산파급효과는 약 14억원으로 나타났으며, 이 중 부산시 파급액이 약 9억 9천만원(약 72%), 타지역 파급액이 약 3억 8천만원(약 28%)으로 나타났다. 순 소득파급효과는 약 2억 5천만원으로, 이 중 부산시 파급액이 약 1억 9천만원(약 78%), 타지역 파급액이 약 5천만원(약 22%)으로 나타났다. 순 부가가치파급효과는 약 6억 6천만원으로, 이 중 부산시 파급액이 약 5억 1천만원(약 77%), 타지역 파급액이 약 1억 5천만원(약 23%)으로 나타났다. 순 취업파급효과는 약 23명으로 나타났으며, 이 중 부산시 파급효과가 약 20명(약 87%), 타지역 파급효과가 약 3명(약 13%)으로 나타났다. 문전성시 사업으로 정부에서 부전시장에 지원된 금액이 5억원임을 고려할 때, 이 사업의 경제적 파급효과는 긍정적인 것으로 평가된다. This study estimated the economic impact of traditional Buseon market revitalization project on the economy of Busan and other regions using an Inter-Regional Input-Output Model(IRIO). Traditional market related sectors were classified from transactions tables developed by Bank of Korea(2009) and onsite surveys were conducted to merchants at Buseon traditional market to estimate sectoral revenues and margin. The results indicate that in 2010, the Buseon traditional market generated approximately 1.4 billion Won of net output impact(Busan region: 0.99 billion Won, other regions: 0.38 billion Won), 0.25 billion Won of net income impact(Busan region: 0.19 billion Won, other regions: 50 million Won), 0.66 billion Won of net value-added impact(Busan region: 0.51 billion Won, other regions: 0.15 billion Won), and 23 net non-paid and full-time jobs(Busan region: 20 jobs, other regions: 3 jobs) throughout direct and indirect effects. These impacts exceeded 0.5 billion Won of initial investment by Korean government, indicating the project was positive.

지역간 산업연관모형 (IRIO)을 이용한 메가스포츠이벤트의 지역경제 파급효과 분석

문지효(Ji Hyo Moon),송운강(Woon Gang Song) 한국관광연구학회 2012 관광연구저널 Vol.26 No.3

This study is purposed to analyze the economic impact of the Mega Sports event on the region by means of the Inter Regional Input Output Analysis in these viewpoints. As a method of study, the tourism industry was re-classified into wholesale and retail business, food business, accommodation and culture amusement service in two inter regional industry relation tables composed of Gangwon-do and Non Gangwon-do, and the economic impact distributed to the district owing to the holding of the ``2010 Chuncheon World Leisure Congress and Leisure Games`` was analyzed by deriving the tourism multiplier, When the economic impact distributed directly and indirectly to the economy of Chunchoen was analyzed, about 45.38 billion Won of production induced effect, about 24.01 billion Won of added value induced, about 8.62 billion Won of income induced effect and about 1,010 employment induced effect had been appeared.

전염성 질병에 따른 여행 소비자의 여행의도 결정요인에 관한 연구: 보호동기이론을 중심으로

문지효 ( Jihyo Moon ),이종원 ( Jongwon Lee ) 관광경영학회 2020 관광경영연구 Vol.98 No.-

Many countries are gradually developing through globalization, but risk factors such as infectious diseases are sometimes hindering their development. At the end of last year, COVID-19 from China spread around the world at a very rapid rate. The industry most affected by COVID19 is the tourism industry. The purpose of this study is to examine consumer's travel behavior intent in a sudden crisis situation caused by an infectious disease. This study applied Protection Motivation Theory to analyze travel behavior intentions of travelers due to infectious diseases. In the case of unmarried, high-income, and white-collar workers groups, it was found that travel intention did not decrease due to infectious diseases. Among the theory of protection motivation, it was found that Severity had a negative effect on travel intention, and Response Efficacy had a positive effect. On the other hand, Vulnerability and Self-efficacy were found to have no effect. The more positively evaluated the government policy on COVID-19, the greater the travel intention, and the higher the level of knowledge about COVID-19, the higher the travel intention. In addition, the more negative attitudes toward COVID-19, the lower the travel intention. Strategic responses are needed for the travel industry to revive, which is currently in a recession due to COVID-19. In order to increase the effectiveness of the policy direction, the results of this study can be appropriately reflected.

한방의료 축제의 경제적 파급효과 분석

송학준(Hak Jun Song),문지효(Ji Hyo Moon),최상수(Sang Su Choi),이충기(Choong Ki Lee) 한국호텔외식관광경영학회 2013 호텔경영학연구 Vol.22 No.3

Oriental Medicine festival not only promotes indigenous culture of Oriental Medicine, but also offers an opportunity to provide economic development for a festival region. In this respect, this study estimated the economic impact of the 2011 Jecheon Oriental Medicine Bio Expo on the economy of Jecheon and other regions. Inter-Regional Input-Output(IRIO) model, one of the regional Input-Output models, was employed to derive multipliers of Oriental Medicine and tourism in terms of output, income, value-added, and employment. Also, this study conducted a survey for the visitors of the 2011 Jecheon Oriental Medicine Bio Expo in order to estimate expenditures on tourism and medicine. The results indicate that per capita expenditure of the 2011 Jecheon Oriental Medicine Bio Expo was estimated to be 78,111 Korean Won and total expenditures were estimated to be approximately 14 billion Korean Won when considering total visitors to the Expo. The results of IRIO indicate that in 2011, the festival visitors of Jecheon generated approximately 24 billion Won of output impact(Jecheon region: 17 billion Won, Other regions: 7 billion Won), 5 billion Won of income impact (Jecheon region: 4 billion Won, Other regions: 1 billion Won), 12 billion Won of value-added impact (Jecheon region: 9 billion Won, Other regions: 3 billion Won), and 838 full-time jobs including non-paid jobs (Jecheon region: 452 jobs, Other regions: 386 jobs) throughout direct and indirect effects.

가산자료모형을 이용한 스키 리조트 방문객의 수요결정요인 분석 -하이원 스키 리조트를 중심으로-

송학준 ( Hak Jun Song ),문지효 ( Ji Hyo Moon ),이충기 ( Choong Ki Lee ) 한국스포츠산업경영학회 2011 한국스포츠산업경영학회지 Vol.16 No.6

본 연구는 스키리조트 방문객의 수요결정요인을 분석하여 스키리조트 산업 발전을 위한 마케팅전략을 제시하는 것을 목적으로 하였다. 연구모형의 종속변수로서 ‘지난 1년간 방문횟수’ 및 ‘지난 3년간 방문횟수’가 사용되었는데 가산자료인 종속변수의 특성을 고려하여 본 연구에서는 가산자료모형이 분석방법으로 이용되었다. 구체적으로, 자료수집이 하이원 스키리조트 현장에서 이루어졌기에 현장조사의 특성상 방문횟수가 ‘0’이 나타나지 않는 표본절단을 고려할 수 있는 절단된 포아송모형과 절단된 음이항모형을 이용하였다. 모형 추정결과 과산포 존재에 따라 본 연구에서 가장 적합한 모형은 TNB모형으로 나타났으며, 2개의 TNB모형 중 방문횟수를 3년으로 측정한 TNB모형이 모형적합도가 가장 높은 것으로 나타났다. 이 모형의 추정결과를 중심으로 스키리조트 방문객의 수요특성을 분석해보면, 스키리조트 방문객이 남성일수록, 연령, 스릴.일상탈출 동기, 지각된 행동통제감과 주관적 규범이 높을수록, 그리고 소득, 사교성 동기, 자연.도전 동기가 낮을수록 스키리조트 방문횟수는 높아지는 것으로 나타났다. The purpose of this study is to estimate demand for ski resort visitors using count data model. To this end Truncated Poisson(TPOIS) Model and Truncated Negative Binomial(TNB) Model were used because the dependent variable of this study was count data with truncated zero. In order to understand the characteristics of ski resort visitors the constructs of Theory of Planned Behavior(TPB) and desire were also included as independent variables in the model. Furthermore, the time periods of dependent variable (frequency of visiting a ski resort) were specified with two categories (past one year and three years) because previous studies using count data model only measured the dependent variable in a single period. The results of this study indicate that the TNB Model having the dependent variable with ‘the frequency of visiting a ski resort in the past three years`` was preferred to other models. The results also reveal that gender, age, motivation of escape & thrill, subjective norm, and perceived behavioral control had significantly positive effects on demand for skiers, whereas income, motivation of sociability, and motivation of nature & challenge had negative effects on demand for skiers.

가산자료모형을 이용한 카지노방문객의 수요결정요인 분석

송학준(Hak Jun Song),문지효(Ji Hyo Moon),이충기(Choong Ki Lee) 한국호텔외식관광경영학회 2011 호텔경영학연구 Vol.20 No.6

This study aims to identify determinants of demand for casino visitors. To this end Truncated Poisson(TPOIS) Model and Truncated Negative Binomial(TNB) Model were used because the dependent variable of this study was count data truncated zero. In order to understand the characteristics of casino visitors constructs based on theory of planned behavior(TPB) were also considered as independent variables in the model along with demographic and situational-specific variables. Furthermore, time periods of the dependent variable (frequency of visiting a casino) were specified with three categories(during the last 6 months, one year, and three years) because previous studies only measured the dependent variable using a single period. The results of this study reveal that the TNB Model with the dependent variable of the frequency of visiting a casino during the last three years was preferred to other two models with 6 months and 1 year visit frequency. The results of this study also indicate that gender, income, main purpose of visiting casino, and prior knowledge had significantly positive effect on demand for casino visitors, whereas subjective norm had a significantly negative effect on demand for casino visitors.

국제관광의 “산업 내 무역” 이론 적용가능성과 결정요인 분석

송학준(Hak Jun Song),문지효(Ji Hyo Moon),이충기(Choong Ki Lee) 한국호텔외식관광경영학회 2013 호텔경영학연구 Vol.22 No.5

Considering international tourism as an intra-industry trade that countries at the same time import and export the products of the same industry, this study aims to apply intra-industry trade theory as one of the mainstream theories in international trade to international tourism. To this end, this study employed two research models for research objectives: 1) the model of intra-industry trade of international tourism industry in the world (model 1) and 2) the model of intra-industry trade of international tourism industry in Korea (model 2). These models include various independent variables known as determinants of intra-industry trade theory (i.e., real GDP, foreign direct investment, the area of territory, heritage resources, distance, the form of territory, and cultural similarities). As an estimation method, panel data model including fixed effect and random effect model was employed in this study. It was found in the two research models that random effect model was more appropriate to achieve research objectives through Hausman test. The results of this study indicate that real GDP, foreign direct investment, and the area of territory had significantly positive effects on the trade of international tourism industry in the world. Moreover, foreign direct investment, distance, the form of territory, and cultural similarities had positive effects on the trade of international tourism industry in Korea. This study will contribute to international tourism by applying the intra-industry trade theory when considering international tourism as an intra-industry trade phenomenon.