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DINESERV 를 이용한 인천국제공항의 레스토랑 서비스품질에 관한 연구
이형룡(Hyung Ryong Lee),하인주(In Joo Ha) 한국호텔외식관광경영학회 2003 호텔경영학연구 Vol.12 No.1
A number of research have examined the service quality in the hospitality industry. Little research, however, was conducted to measure airport-restaurant service quality. Therefore, the purpose of this study is to investigate how customers perceive the service quality of Incheon international airport-restaurants and how those perceptions affect customer`s satisfaction. Specifically, authors explored customers`s perceptions of the service quality regarding restaurant types. Authors divided airport-restaurants into three different types of restaurants: quick-service restaurant, midscale restaurant, and upscale restaurant. DINESERV was used to assess customers` perceptions of restaurant service quality in this study. Authors modified it to suit the local situation. The result indicated that responsiveness and empathy among five dimensions of DINESERV were significantly found different among three different restaurant groups. This study also provided the fact that reliability was the most important dimension to the overall customers` satisfaction regardless of types of restaurant.
체인 레스토랑 직원의 조직응집성이 상호의존성과 친사회적 서비스행동에 미치는 영향
이형룡(Hyung Ryong Lee),박용제(Yong Je Park),권기준(Ki Joon Kwon) 한국호텔외식관광경영학회 2010 호텔경영학연구 Vol.19 No.2
The purpose of this study was to investigate the relationships between Organization Cohesiveness, Interdependence and Prosocial Service Behavior. Data for this study were collected by questionnaire from a sample of 313 employees of 4 Chain restaurant. For the statistical analysis, SPSS/PC Ver. 13.0 and AMOS 7.0 were used for the reliability, confirmatory factor analysis and pass analysis to test the hypotheses from model. The results revealed the following: (a) Organization Cohesiveness were positively related to Interdependence partially (b) Interdependence was positively related to Prosocial Service Behavior. (c) Organization Cohesiveness was positively related to Prosocial Service Behavior partially. This study suggests that as part of efforts to achieve the goal of the restaurant in the competitive market environment, there are implications for the board of restaurant business that employee`s prosocial service behavior has to be ensured as the market tool.
이형룡(Hyung Ryong Lee),강윤지(Yoon Ji Kang),권기준(Ki Joon Kwon) 한국호텔외식관광경영학회 2009 호텔경영학연구 Vol.18 No.6
The purpose of this study was to explore the influence of work-family conflict and family-work conflict on job stress and psychological well-being. The sample population for this research consisted of 5 star hotel employees in Seoul. A total of 350 employees participated in the survey, and with the 255 responses we obtained, For the statistical analysis, SPSS/PC version 13.0 and AMOS 4.0 statistics package were used for the reliablity, confirmatory factor analysis and structural equation modeling to test the hypotheses from model. The major findings of this study are the followings: First, work-family conflict had a positive effect on job stress. Second, family-work conflict had a positive effect on job stress. Third, psychological job stress had a positive effect on negative relations with others except self acceptance, On the other hand, Physical job stress had no effect with all factors of psychological well-being. And through out discussion section, implications and limitations of this study were provided.
동북아시아 허브 ( Hub ) 공항으로서 인천국제공항의 가능성과 한계에 대한 고찰
이형룡(Hyung Ryong Lee),김점남(Jeoum Nam Kim),하인주(In Joo Ha) 한국호텔외식관광경영학회 2002 호텔경영학연구 Vol.11 No.1
The purpose of this paper is to investigate the opportunities and limitations of Incheon International airport as a Hub airport in Northeast Asia. Delphi analysis was used to provide an indepth examination. The professional group consisted of pilots and managers of 25 different airlines which are flying to and out of Korea. The result indicated that Incheon International airport do need the concept of marketing in terms of managing airport in order to become a Hub airport. This study also provided evidence for the effectiveness of a positive link between marketing strategy for attracting foreign airlines and business strategy for service improvement.
이형룡(Hyung Ryong Lee),박성수(Sung Su Park),조강일(Kang Il Jo),김두형(Do Hyeong Kim),이준상(Joon Sang Lee),강종식(Jong Sik Kang) 대한내과학회 1991 대한내과학회지 Vol.40 No.2
Cystic neoplasms of the pancreas are uncommon. They are believed to arise from the epithelium of the larger pancreatic ducts, and are more common in middle-aged women. Cystic neoplasms of the pancreas often are difficult to differentiate from pseudocysts by preoperative clinical, laboratory, and radiologic findings. The pancreatic cystadenoma is divided into serous and mucinous cystadenomas. Serous cystadenomas are benign in nature during the clinical course, whereas mucinous cystadenomas are either frankly or potentially malignant, and complete excision of cystadenoma is the treatment of choice. Recently we experienced one case of mucinous cystadenoma of the pancreas in a 34-year-old female, and we report it with a review of the literature.
호텔 식음료직원의 개인특성이 상사,부하간 교환관계, 부하직원의 갈등지각 및 커뮤니케이션의 개방성에 미치는 영향
이형룡(Lee Hyeong Lyong),이상희(Lee Sang Hui),김점남(Kim Jeom Nam) 한국호텔외식관광경영학회 2004 호텔경영학연구 Vol.13 No.1
Assuming that the personal characteristics of employee members will have an significant effect on creating a quality of communication relation between supervisor and employee, this study is intended to find out how such variables apply to the communication relation between supervisor and employee and which relation it has with a behavior of employee. For the purpose of the study, a hypothesis was established based on previous researches and a causal relation of variables was empirically verified. A survey was conducted through giving 350 copies of the questionnaire to employee who were engaged in the food & beverage department of 5 five-star hotels(hotel C, R, W, G & H) located in Seoul, as a sample of the study. Except the insincerely-responded questionnaire and questionnaire of a clear central tendency among collected questionnaire, 284 copies of questionnaire were finally used for the final analysis.
항공사 객실승무원의 셀프리더십이 서비스 지향성에 미치는 영향 -자기효능감의 매개효과를 중심으로-
이형룡 ( Hyung Ryong Lee ),이승호 ( Seug Ho Lee ),심지연 ( Ji Youn Shim ) 한국항공경영학회 2013 한국항공경영학회지 Vol.11 No.1
본 연구의 목적은 항공사 객실승무원들의 셀프리더십이 자기효능감과 서비스지향성에 미치는 영향을 분석하고, 셀프리더십과 서비스지향성 간의 영향관계에서 자기효능감의 매개효과를 검증하는 것이다. 국내 2개의 메이저 항공사에 근무하는 객실승무원 400명을 대상으로 편의표본추출법에 의하여 설문조사를 실시하였으며 회수표본 341부 중 유효표본 337부를 다음과 같은 절차에 의해 통계분석을 실시하였다. 실증문석결과 첫째, 셀프리더십은 자기효능감에 유의한 영향을 미치는 것으로 나타났으며, 이 중 자발적행동 내적보상과 건설적 사고가 자기효능감에 유의한 영향을 미치고 있었으며, 목표달성 행동은 유의한 영향을 미치지 않는 것으로 나타났다. 둘째, 셀프리더십은 서비스지향성에 유의한 영향을 미치는 것으로 나타났으며, 셀프리더십의 하위 구성개념인 목표달성행동, 자발적행동 내적보상, 건설적 사고 모두 유의한 영향을 미치는 것으로 나타났다. 셋째, 자기효능감은 서비스지향성에 유의한 영향을 미치는 것으로 나타났다. 넷째, 셀프리더십의 하위 구성개념과 서비스지향성간의 영향관계에서 자기효능감의 매개효과를 분석한 결과 자기효능감은 자발적행동 내적보상, 건설적 사고와 서비스 지향성간의 관계에서 모두 유의한 부분 매개효과가 있는 것으로 나타났으며, 목표달성행동과 서비스 지향성간의 관계에서의 매개효과는 유의하지 않은 것으로 나타났다. 연구결과를 통해 본 연구에서는 항공사의 객실승무원에 대한 효율적 인적자원관리와 항공사 객실승무원의 효과적 서비스성과를 위한 셀프리더십의 역할을 제시하여 실무적 시사점을 제시하였으며 또한 본 연구에서 설정한 각 개념간의 관계를 실증적으로 증명하여 기존 선행연구에서 제시된 연구결과를 지지하는 이론적 시사점과 항공사 인적자원관리와 관련된 향후 연구에서 유용하게 활용될 수 있는 학문적 시사점을 제시하였다. This study examined the relationship among self-leadership, self-efficacy and service orientation, focusing on the mediating effect of self-efficacy. Data were collected from the questionnaire completed by 337 flight attendants of two major airlines in Korea. The main results are as follows; (1)Self-leadership have significant effects on self-efficacy, among sub-concepts natural reward and constructive thoughts gave significant influence to self-efficacy, behavior focused was neglectable. (2) Self-leadership have significant effects on service-orientation, (3) Self-efficacy have significant effects on service orientation.(4)Self-efficacy mediates the relationship between self-leadership and service orientation. This study presented practical implications related to effective human resource management of airlines, and the role of self-leadership to achieve effective service of flight attendants. Also this study gave scientific contribution by presenting theoretical implications to support previous studies by practical proof of the relationship between each concept, and useful for further study related to human resource management of airline.