연구논문 : 항공사 승무원이 지각한 조직의 윤리풍토와 직무성과의 관계연구 : 정서적 조직몰입의 매개역할을 중심으로

이형룡,이화영,심지연 대한관광경영학회 2011 觀光硏究 Vol.26 No.4

본 연구는 서비스 제공자로서 항공사 승무원의 직무성과에 영향을 주는 윤리풍토 중 서비스 제공자의 정서적 상태에 긍정적 영향을 주는 윤리풍토 요인을 연구하고자 한다. 이를 위해 항공사 객실승무원이 인지한 조직의 윤리풍토와 직무성과와의 관계를 규명하고 윤리풍토와 직무성과와의 관계에 있어서 정서적 조직몰입의 매개효과에 관해 연구하였다. 연구결과 항공사직원이 지각한 윤리풍토 중 팀중시 풍토와 규정중시 풍토는 조직몰입과 직무성과에 유의한 정(+)의 영향을 주는 것으로 나타났다. 그러나 이익중시 풍토는 조직몰입에 유의한 영향을 미치지 않았으며 직무성과에도 유의한 영향을 미치지 않는 것으로 나타났다. 또한 정서적 조직몰입은 윤리풍토의 팀중시 풍토, 규정중시 풍토와 직무성과간의 관계를 매개하는 것으로 나타났다. 연구 결과 항공사의 조직의 유효성을 위해서는 조직이 이익을 중시하는 풍토보다는 팀을 중시하고 규정을 중시하는 풍토가 긍정적 영향을 주는 것으로 나타났다. 또한 조직몰입이 직무성과와의 관계를 매개하는 결과를 근거로 항공사 승무원의 조직몰입을 위한 선행요인으로 팀중시 풍토와 규정중시 풍토의 인지가 필요한 것으로 나타났다. This study is to observe the effect of flight attendants' perceived ethical climate on their job performance and the mediating effect of affective commitment to the organization. Data were collected from the flight attendants of Korean Air and Asiana Airlines. The author found that the ethical climate, team interest climate and company rule & procedure climate have significant effects on affective commitment to the organization and job performance but company profit climate has no significant effect on affective commitment to the affective commitment to the organization and job performance. This study also indicates that affective commitment to the organization mediates the relationship between ethical climate and job performance. As the result indicates, ethical climate, team interest climate and company rule & procedure climate influences flight attendant's affective commitment to the organization and job performance. It suggests to be considered as an important component in HR management.

퍼지 모형을 이용한 호텔 기업의 경영성과 평가에 관한 연구

이형룡,김창현,박슬기 한국관광학회 2007 관광학연구 Vol.31 No.4

There is a need for an integrated performance evaluation method that utilizes non-financial factors in determining the success rate of hotels. This study explores a new evaluation system what is called 'Fuzzy-AHP'(Analytic Hierarchy Process). A survey was conducted among Super-Deluxe Hotels in Seoul using four core performance drivers. These drivers were Financial, Customer, Process, Learning and Growth aspects. Authors showed that the financial aspect was considered the most important among the four core factors. This was followed by customer, learning and growth, and process aspects, in that order.핵심용어(Key words):경영성과 평가모형(Performance Evaluation Model),Fuzzy-AHP 모델(Fuzzy-AHP Model)

한국·홍콩·싱가폴 호텔기업의 인터넷웹사이트 비교에 관한 연구

이형룡,홍준 세종대학교 관광산업연구소 2002 호텔관광경영연구 Vol.17 No.-

The purpose of this study is to present more effective ways of using the Internet website for hotel industry in Korea. To achieve the goal of this study attempted to compare Internet website of hotel companies among Korea, Hong Kong and Singapore. The structure of this study is as follows. The first chapter shows the background and the purpose of this study, the second chapter deal with literature review on the general concept of the Internet website and the Internet website as a commercial medium. The third chapter describes Information Flow Model on the Internet website. This is framework for the empirical study classified three stages: the one-way communication stage, the interactive communication stage and the transaction stage, the fourth chapter was delineated the method and the results of the empirical investigation and in the final chapter, it was the overall conclusions of this study. According to the result of this study, Korean hotel companies seems to be using the Internet website as a public relation and customer support tool rather than as a sales tool to create for the actual benefit. To improve a function as a sales tool in Korean hotel companies' Internet website suggestions are: First, to sale hotel gift certificates on the Internet website, second, to develop Internet website considered to offer convenience to customer, finally, to make reliable Internet website, which guarantee secure customer information with expansion of security.

항공사의 서비스 지향성이 조직지원 인식과 조직성과에 미치는 영향

이형룡,조주은 한국관광학회 2005 관광학연구 Vol.29 No.2

Impact of the service orientation on perceived organizational support is important for organizational commitment of air flight attendant. Questionnaire survey was conducted to those working at airlines for a month during 2004 and 2005 period. To test analysis regression method was used.The results of analyses are: it was signification correlation between the service orientation of the perceived organizational support. Authors could find a significant correction between the service orientation of an airline company and the performance of an organization. In the service businesses where the human resource plays an important role, the capability of the staffs to provide high-level service will greatly contribute to the enhancement of service quality and productivity of the airlines.

항공기 기내식의 서비스품질이 지각된 가치, 고객만족과 구전에 미치는 영향

이형룡,김주희,권기준 한국고객만족경영학회 2013 고객만족경영연구 Vol.15 No.2

본 연구는 항공기 기내식의 서비스 품질이 고객의 지각된 가치, 고객만족, 구전 간의 영향관계를 파악하는데 목적이 있다. 본 연구를 위하여 인천공항 내에서 기내식 서비스를 제공받은 경험이 있는 고객들을 대상으로 2011년 8월 1일부터 15일간 총 350부를 배포하여 336부가 회수되었으며, 이중 328부를 가지고 SPSS 15.0을 활용하여 실증분석에 활용하였다. 본 연구의 결과로는 첫째, 기내식의 서비스품질의 세요인 중 음식과 승무원 서비스요인은 지각된 가치에 유의한 영향을 미치는 것으로 나타났으나 유형적 위생은 유의하지 않은 것으로 나타났다. 둘째, 기내식의 서비스 품질의 세요인은 모두 고객만족과 구전에 유의한 영향을 미치는 것으로 나타났으며 셋째, 지각된 가치는 고객만족과 구전에 유의한 영향을 미치는 것으로 나타났다. 마지막으로, 고객만족도 구전에 유의한 영향을 미치는 것으로 나타났다. 이러한 결과를 토대로 하여 결론부분에 시사점과 연구의 한계점에 대하여 자세히 기술하였다. The purpose of this study was to examine the effect of in-flight food service quality on the perceived values, customer satisfaction, and word-of-mouth. The sample population for this research consisted of international passengers on board flights and trans lounge's passengers while waiting for the next flight. We are able to obtain participation 328 data, and statistical analysis was derived by means of SPSS/PC version 15.0 statistics package. The major findings of this study were the following : First In-flight meal's 2 factors(food, service) execpt cleanliness had positive effect on perceived value. Second, In-flight meal's 3 factors had positive effect on customer satisfaction and word of mouth. Third, perceived value.had positive effect on satisfaction and word of mouth. Forth, Satisfaction had positive effect on word of mouth. Based on these findings, the implications and limitations of this study were presented.

호텔기업의 조직냉소주의와 조직성과간의 관계 - 개인특성의 조절효과를 중심으로 -

이형룡,강영욱 한국관광학회 2006 관광학연구 Vol.30 No.5

Organizational cynicism negatively affects employers.The purpose of this paper is to investigate the relation of organizational cynicism (institutional cynicism & cynicism on organizational change) between organizational performance (job involvement, team involvement, & service-oriented OCB) and testing moderating effect of individual characteristics. A survey was conducted among 430 employees at luxurious hotels in Seoul. The results of this study are as follows : (1) organizational performance isidentified to be positively related with institutional cynicism, while is negatively related with cynicism on organizational change. (2) The relation between organizational cynicism and organizational performance is influenced by various individual characteristics.핵심용어(Key words):조직냉소주의(organizational cynicism), 직무몰입(job involvement), 팀 몰입(team involvement), 서비스 지향적(service-oriented mind) 조직시민행동(organizational citizenship), 개인특성(individual characteristics)

호텔 직원의 개인-환경 적합성과 선제적 행동의 관계에서 조직후원인식의 매개역할에 관한 연구

이형룡,양유진,최형민 한국관광학회 2010 관광학연구 Vol.34 No.7

This study was to examine the effect of person-environment fit(PEF) on perceived organizational support(POS) and proactive behavior(PB). It also investigated the mediating effect of POS on the causal relationship between PEF and PB. In this study, hotel employees' PEF was conceptualized in terms of person-organization fit(POF), person-supervisor fit(PSF), and person-job fit(PJF). A sample of 320 employees from 13 five-star hotels in Seoul was used to test the hypotheses of this study. Results showed that POF and PSF significantly influenced on POS, while they did not make a signifiant impact on PB. Results also indicated that PJF was related to both POS and PB. Furthermore, the effect of POF and PSF on PB were fully mediated by POS, while the effect of P-J on PB was partially mediated by POS. Limitations of this study and future research directions were also discussed. 본 연구는 호텔 직원이 지각하는 개인-환경 적합성이 조직후원인식 및 선제적 행동에 미치는 영향을 분석하고, 개인-환경 적합성과 선제적 행동 간의 영향관계에서 조직후원인식의 매개효과를 분석하는 것에 연구의 목적이 있었다. 가설검증에 활용된 320개의 표본은 서울에 위치한 13개의 특1급 호텔에서 근무하고 있는 직원들을 대상으로 추출되었다. 또한, 호텔 직원이 지각하는 개인-환경 적합성은 개인-조직 적합성, 개인-상사 적합성, 개인-직무 적합성의 3개의 차원으로 구성되었으며, 조직후원인식 및 선제적 행동은 각각 단일차원으로 구성되었다. 본 연구의 가설검증 결과, 개인-조직 적합성, 개인-상사 적합성, 개인-직무 적합성은 조직후원인식에 모두 통계적으로 유의한 정(+)의 영향을 미치는 것으로 나타났으며, 선제적 행동에는 개인-조직 적합성과 개인-직무 적합성만이 유의한 정(+)의 영향을 미치는 것으로 나타났다. 또한, 조직후원인식은 개인-조직 적합성, 개인-상사 적합성과 선제적 행동 간의 관계를 완전매개 역할을 하는 것으로 나타났으며, 개인-직무 적합성과 선제적 행동 간의 관계에서는 부분매개 역할을 하는 것으로 나타났다. 이러한 결과를 바탕으로 본 연구에서는 호텔 인적자원관리 및 조직행동과 관련된 향후 연구에서 유용하게 활용할 수 있는 학문적 시사점을 제시하였으며, 호텔에서의 효율적 인적자원관리를 위한 실무적 시사점을 제시하였다.

호텔 양식당 서비스의 물리적 환경에 의해 지각된 서비스 품질이 고객만족에 미치는 영향

이형룡,왕상,김태구 대한관광경영학회 2002 觀光硏究 Vol.17 No.2

The purpose of this study is to present through empirical analysis what was the physical environment of the western restaurant to raise the level of customer satisfaction, increase the time of using services at the western restaurant and draw customers' intention to revisit and positive word-of-mouth(WOM). For this purpose, the western food restaurant of the super deluxe hotel located in Seoul was adopted as the object of research. For empirical analysis, 328 questionnaires were used for final empirical analysis. The results of the overall model analysis appeared as follows: 2 = 193.698, d.f. = 42, p = .000, GFI = .932, AGFI = 915, RMSR = .047, NFI = .927. Since the result of overall model analysis demonstrated a good fit, the author could further analyze our data.The findings can be summarized as follows: First, it was found that spatiality, comfortableness, cleanliness, convenience, aesthetics of physical environment characteristics of service at the western food restaurant of the hotel, had an effect on service quality. But It was found that entertainment of physical environment characteristics of service at the western food restaurant of the hotel, did not have an effect on service quality. Second, it was found that service quality of the western food restaurant of the hotel, had an effect on customer satisfaction.Third, it was found that customer satisfaction with the service quality of the western food restaurant of the hotel had an positive effect on the prolongation of the use time, positive word-of-mouth to others and the intention to revisit.

체인 패밀리 레스토랑 직장상사의 개인적 특성요인과 부하직원이 지각한 대인신뢰간의 관계

이형룡,김홍기,김태구 한국관광학회 2005 관광학연구 Vol.29 No.3

Understanding interpersonal trust between superior and subordinate in chain family restaurant organizations worths to study. For this authors collected the data at 16 international brand chain family restaurants in Seoul. According to the results of multiple regression, authors found that the ability of the superior greatly affected the behavioral truth towards the superior perceived by the subordinate and the integrity of the superior greatly effected the cognitive truth. In addition, benevolence of the superior effected the affective truth as the most important factor. As the results of conducting canonical correlation, the personal characteristic factors of the superior, had the greatest explanatory power on affective truth among the dimensions of trust towards the superior.

외식업체 직원의 가격할인에 대한 지각이고객지향성과 서비스 제공수준에 미치는 영향

이형룡,김대철 한국외식경영학회 2006 외식경영연구 Vol.9 No.1

Restaurants use the strategy of discount in order to have more customers, but it results in negative effect that the heavy-burdened and hardworking employees cannot supply better service for the customers. The purpose of this study is to examine the impact of the casual dining restaurant employees’ perception about discount on customer orientation and service delivery level. This study researched 500 employees from 4 casual dining restaurants and used 340 questionnaires to analyze results. The results are followed: First, discount is proved to have a negative influence on the employees’ customer orientation. Second, discount is proved to have a negative influence on employees’ service delivery level. Third, customer orientation is proved to have a positive influence on employees’ service delivery level.