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치킨 프랜차이즈의 가맹본부의 경영지원이 가맹점 만족도에 미치는 영향에서 가맹본부 신뢰의 조절효과에 관한 연구
한종헌,홍경옥,박진영,이송민 한국외식산업학회 2023 한국외식산업학회지 Vol.19 No.5
This study aimed to investigate how the management support provided by chicken franchise headquarters influences the satisfaction of franchisees and to empirically verify the moderating effect of franchisee trust in franchise headquarters on the relationship between franchise headquarters’ management support and franchisee satisfaction. An empirical analysis showed that among the four factors of franchise headquarters’ management support (information provision, sales promotion support, training, and compensation), sales promotion support and information provision had significant effects on franchisee satisfaction. Conversely, training and compensation did not have significant effects. Since two of the four factors positively influenced franchisee satisfaction, Hypothesis 1 was partially accepted. Moreover, franchisee trust had a moderating effect on the relationships between all four factors of franchise headquarters’ management support and franchisee satisfaction. Training and compensation, which had no direct impact on franchisee satisfaction, also influenced satisfaction through the moderating effect of trust.
HMR 편의점 도시락과 체인점 도시락의 선택속성이 관계지향성에 미치는 영향
한종헌,김동규 (사)한국관광레저학회 2019 관광레저연구 Vol.31 No.3
The purpose of this study is to examine the effect of selection attribute (hygiene, convenience of product, menu) of HMR convenience store's dosirak and chain's dosirak on relationship orientation. For the empirical analysis, this study began November 3rd 2018 and was concluded on January 20th 2019. 250 surveys were sent out and 233 were included in the final research and report, where the remaining 17 were deemed unusable and omitted from the final study. The final 233 copies were used for analysis. The results indicated that first, the convenience of product, menu among selection attribute of HMR convenience store's dosirak significantly affects relationship orientation. Second, only the menu among the selection attribute of chain store's dosirak significantly affects relationship orientation. This study will help to find efficient development plan for management and sale of HMR convenience store and chain dosirak.
호텔기업의 ESG경영이 브랜드 자산과 관계지향성에 미치는 영향 - 브랜드 자산의 매개효과를 중심으로 -
한종헌,서정운 한국호텔리조트학회 2022 호텔리조트연구 Vol.21 No.5
The purpose of this study is to verify the effective relationship between brand equity and relationship orientation of hotel’s ESG (Environment, Social, Governance) management acknowledged by consumer since ESG management was recently emphasized in global. An online survey was conducted to guests who stayed at a five-star hotel. A total of 261 questionnaires were used for statical analysis by SPSS v.23 and AMOS v.23. The summary of results from this investigation is as follows. First, it was found out that hotel’s ESG management positively affected perceived quality. Second, the hotel’s ESG management was partially supported as the governance didn’t affect brand recognition. Third, the hotel’s ESG management was partially supported as the governance didn’t have positive influence on brand image. Forth, hotel’s ESG management didn’t affect the relationship orientation as all of them were not supported. Fifth, it was analyzed that the brand equity was a mediating effect between hotel’s ESG management and relationship orientation. This paper proposed an implication of brand equity and relationship orientation in hotel ESG management based on the research results.
별(☆) 표시 호텔등급제도에 대한 소비자의 인지된 공정 성이 브랜드 신뢰와 브랜드 애호도에 미치는 영향
한종헌,서정운 한국호텔리조트학회 2020 호텔리조트연구 Vol.19 No.5
Based on the interest in the star-marked hotel rating system, the influence of the perceived fairness of hotel consumers for the star-marked hotel rating system on the brand was investigated. The aim of this study conducted in parallel with theoretical and empirical studies was to reveal the trust of hotel consumers in the star rating system. And also, it attempted to understand the effect of the perceived fairness of hotel consumers in the star-marked hotel rating system newly launched in 2015 in the Mugunghwa mark on brand trust and brand loyalty. The results of a study conducted on an online survey for two weeks in early July for hotel consumers using star rated hotels confirmed the reliability of the measurement variable as a result of satisfaction level by Cronbach's Alpha value, and by confirmatory factor analysis. - the validity and suitability of the measurement items were verified. And it was found to be suitable by the analysis of the structural equation model. Looking at the results of the structural model analysis, the perceived fairness of the star-marked hotel rating system was rejected only in the hypothesis of brand loyalty in the evaluation criteria for the brand, and meaningful results were derived in all other hypotheses. According to these results, this study presents implications academically and practically.
호텔 레스토랑의 물리적 환경이 고객만족 및 재구매의도에 미치는 영향
한종헌 한국관광서비스학회 2016 관광서비스연구 Vol.14 No.1
본 연구의 목적은 특 1급 호텔 레스토랑의 물리적 환경이 고객만족과 재구매 의도 간의실증 분석을 통해 그 영향을 분석함으로써 호텔 레스토랑 관리자에게 실무적인 시사점을 제공하고자 한다. 연구의 실증 분석을 위해 서울 시내 특1급 호텔 레스토랑 8곳을 선정하여2016년 9월 1일부터 10월 31일 까지 설문지를 배부하여, 총 호텔에 300부를 배부하여, 265부를 회수였으며, 불성실한 응답의 설문지 5부를 제외한 260부를 본 연구의 분석에 활용하였다.본 연구의 가설 검증 결과 가설1의 하위요인에서 쾌적성이 고객만족에 미치는 영향이 가장높게 나타났으며, 가설 2에서는 매력성과 쾌적성 요인만 채택되었다. 가설 3의 고객만족이 재구매의도에 유의한 정(+)의 영향을 미치는 것으로 나타나 가설 3은 채택되었다.
HMR 프랜차이즈 도시락 전문점의 선택속성이 고객만족과 재구매의도에 미치는 영향
한종헌,이상재 관광경영학회 2019 관광경영연구 Vol.89 No.-
The purpose of this study is to examine the effect of selection attribute(hygiene, convenience of product, menu) of HMR franchisor dosirak restaurant on customer satisfaction and repurchase intention. This study will help to finding efficient development plan for management and sale of HMR franchisor dosirak restaurant. For the empirical analysis, The study began December 7th 2018 and was concluded on February 28th 2019. 300 surveys were sent out and 288 were included in the final research and report, where the remaining 12 were deemed unusable and omitted from the final study. The final 288 copies were used for analysis. The results indicated that first, the convenience of product, menu among selection attribute of HMR franchisor dosirak restaurant significantly positive effect on customer satisfaction. Second, the convenience of product, menu among selection attribute of HMR franchisor dosirak restaurant significantly positive effect on repurchase intention. Third, the customer satisfaction positive effect on repurchase intention. The implication of this study is as follows, management of HMR franchisor dosirak restaurant. needs efforts for investment in the convenience of product, menu in selection attribute of HMR franchisor dosirak.
호텔 키오스크 품질 속성이 고객만족과 관계지속의도에 미치는 영향
한종헌,서정운 (사)디지털산업정보학회 2023 디지털산업정보학회논문지 Vol.19 No.4
This study aims to propose a reasonable and effective kiosk operation plan for hotels planning to introduce kiosks by verifying how the quality attributes of hotel kiosks, which have recently been rapidly increasing starting with mid-priced hotels, affect customer satisfaction and relationship continuity intention. An online survey was conducted for customers using hotel kiosks. 300 copies were collected, 61 insincere responses were removed, and 239 copies were verified. As a result of the analysis, first, hotel kiosk quality attributes, display color, device design, internal UI, amount of information, display brightness and response speed were found to have a significant impact on customer satisfaction and were partially adopted. Second, in terms of relationship continuity intention, the display color, internal UI, amount of information, and response speed were found to be significant and were partially adopted. Third, customer satisfaction showed significant results in relationship continuity intention. These research results showed partial differences from previous studies on general kiosk users and restaurant kiosk users, and based on these results, academic and practical implications were derived.