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호텔 컨벤션에 대한 지각된 위험과 가치, 만족, 애호도 간의 관계 연구
전용수 ( Yong Soo Cheon ),이상동 ( Sang Dong Lee ),여호근 ( Ho Keun Yeo ) (사)한국마이스관광학회(구 한국컨벤션학회) 2012 MICE관광연구 Vol.12 No.2
This study was performed targeting the hotel convention participant is designed to figure out how they perceive the perceived risk of hotel convention, and how such perceptions influence the value of the service, the customer satisfaction and loyalty. For this purpose, both literary research and empirical research have been carried out in order to come up with the questionnaire related to perceived risk, value of service, customer satisfaction, and loyalty of hotel convention. First, perceived risk of hotel convention has proved to have partially significant influence on the perceived value of the service. Second, perceived risk of hotel convention has proved to have partially significant influence on the customer satisfaction. Third, perceived value of hotel convention has proved to have significantly influence on the customer satisfaction. Forth, customer satisfaction of hotel convention has proved to have significantly influence on the loyalty. Furthermore, implications were discussed and a few things in the conclusion based on this research findings were suggested.
호텔기업 종사원에게 있어서 칭찬이 업무태도에 미치는 영향에 관한 연구
전용수(Yong Soo Cheon) 한국관광연구학회 2010 관광연구저널 Vol.24 No.3
Hardly found is research clarifying the correlation of individual`s attitude change and compliment through positive measurement of it, and in particular, it is much harder to find research that verified such effects with the personnel of hotels that are highly dependent on the personal service through positive measurement of compliments. This research`s objective, therefore, was to propose plan that can be utilized for the management of hotel human resource later on by clarifying the effects of compliments on work attitude with personnel of special class hotels in Busan region. Results suggest that: With hotel personnel, verbal compliments left significant effects on work attitude rather than behavior compliments or physical compliments. That indicated that verbal compliments leave more effects on job attitude than institutional rewards regarding human resource management like promotion or compensation. Conclusion suggests that compliments are not burdensome yet are more efficient through frequent use.
호텔 고객의 서비스 보증, 지각된 적합성과 지각된 가치, 관계만족 간의 관계 연구
전용수(Yong Soo Cheon) 한국관광연구학회 2010 관광연구저널 Vol.24 No.1
This study performed positive survey in a top class hotel in Busan area from April 12 through 17, 2009 in order to look into the influence correlation among hotel service guarantee, perceived conformity, perceived value and relationship satisfaction on customers who have experience of being offered service in hotel. For the positive survey, totally 350 copies of questionnaire were distributed, and 285 copies were collected excluding 23 copies that responded improperly. In the final analysis, 262 copies were used: 1. The study model deduced based on precedent study was composed of totally 6 hypotheses, and all the study hypotheses were found to have statistically significant influence relations. 2. In particular, service guarantee was shown to have the highest influence on relationship satisfaction than perceived conformity and value, and perceived conformity on relationship satisfaction showed somewhat higher influence than perceived value. The study implies that the management of deluxe hotel needs to make its employees well-informed of service guarantee system after making service guarantee system and establishing regulations to practice the system, and to put up or propagate contents of service guarantee system to customers. The study also implies that, if it is practiced, consequently it will contribute affirmatively to raising value of deluxe hotel and customers` satisfaction for deluxe hotel.
호텔기업의 서비스 보증, 지각된 적합성, 지각된 가치, 관계만족과 애호도 간의 관계 연구
전용수(Yong Soo Cheon),임상택(Sang Taek Lim) 한국관광연구학회 2011 관광연구저널 Vol.25 No.1
To achieve the above research purpose, the factors between constructs were deduced and a total of six hypotheses were selected. Next, a substantiation survey was carried out from April 10 to 30, 2010, targeting customers who empirical a food and beverage service guarantee at L hotel and N hotel (two representative hotels in Busan, South Korea) for substantiation analysis. Finally, frequency analysis, reliability analysis, factor analysis, confirmative factor analysis, structural equation analysis. Based on the above results, it can be concluded that hotels must ensure standardization by setting up a food & beverage service guarantee system that employs precise guidelines. The time frames, procedures, and evaluation methods of the service guarantees must be outlined precisely. Furthermore, to implement hotel`s food and beverage service guarantees effectively, a flexible system of cooperation among departments is vital. The results in the hotel business is clear and well services are guaranteed to feel better service for customers on the suitability and value that is showing significant impact. Also provided is suitable for receiving services or feel that the experience is worth more to higher relationship satisfaction have shown that. And also service guarantees to customers for a hotel company Loyalty can be interpreted to be related.