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한진수(Jin Soo Han) 한국호텔외식관광경영학회 1999 호텔경영학연구 Vol.8 No.2
This paper study is about current use of the Internet as a relationship marketing tool on the hotel industry. The objective of Hotel as call Internet, is relationship marketing tools which is five step customer retention: ① Identify customer through database ②Improve and make the product(service) more attractive ③ Inform to build customer`s knowledge ④ Tempt customers to purchase more regularly, try different products ⑤ Retain the customer by developing different forms of loyalty The Internet research identified the current use of the following mechanisms: information, reservation, loyalty programme, newsletter, special gestures, feedback, customer service, public relations, value-added service, employee web site, channel member, and customised research. Both relationship marketing and the Internet combined together present a powerful competitive advantage for hotel at a time when there is increasing competition over a reduced customer base.
한진수(Jin Soo Han) 한국호텔외식관광경영학회 1998 호텔경영학연구 Vol.7 No.2
In this study, I have explored theoretical background to accomplish the research objectives by reviewing the related previous researches. And I have established the hypotheses to answer the research questions. To test them empirically, I collected 579 questionnaires from the guests of 27 deluxe hotel in Seoul. Specifically, three groups of hypothese were established regarding (1) the effects of three set factors, such as confidence, contact and communication service to hotel guest, on a relationship marketing, (2) relationship quality (trust, satisfaction) will influenced on the repeat purchase on the role of commitment (intermediation factor), (3) relationship quality will influenced on the word of mouth on the role of commitment. The result of this study can be summed up as follows. First, confidence service act as antecedents of symbolic relationship marketing activities. So, symbolic relationship marketing activities has a direct influence upon relationship quality. Second, contact guest service acting have negative influence upon relationship marketing activities. On the other hand, take care of unsatisfaction guest, among the predicted variables, has been prove to be the most influential one when we regard the effect of the variables upon contact guest service acts. Third, as I have predicted, communication service acting affect relationship quality, so they act as antecedents for relationship quality. Also, as a result of investigating the influence of communication service acting factors, hotel newsletter, direct mail, information, membership, telemarketing service have the influence upon the direct effect and the total effect as well. Fourth, relationship quality influence upon performance. Also, relationship quality has a direct influence upon commitment, commitment was influence upon repeat purchase, positive word-of-mouth. This reflects the direct effect of commitment upon performance, and shows that commitment has an influence upon performance as an important variable.
호텔정보시스템의 EDP내부통제와 사용자 만족과의 관계 연구
한진수(Jin Soo Han),이병원(Byung Won Lee) 한국호텔외식관광경영학회 2002 호텔경영학연구 Vol.11 No.2
The purpose of this study is to understand the critical role of the hotel information system`s EDP(electronic data processing) internal control in the hotel industry. This study examines the relationships of the hotel information system`s internal control with that of user satisfactions. This study sets out the research model of influencing factors and the performance of the hotel information system through theoretical studies based on Management Information Systems, and then empirically tests hypotheses related to the model. The model was tested by multiple regression analysis using SPSS10.0 and SEM(structural equation modeling) using Amos4.01 on a sample of 583 respondents who have worked with the hotel information system in a hotel environment. The major results of this study are as follows: First, general control and application control have statistically significant influences on EDP internal control. Second, EDP internal control does not have a statistically significant influences on user satisfaction. The study`s findings also indicate that Kim Eung-Jun`s model is not consistent with the results of this project. Based on the results of the study, EDP internal control indirectly effects on user satisfactions. Consequently, the more investment in EDP internal control and hotel information system the greater the user satisfaction of the hotel information system. Third, the EDP internal control and the hotel information system`s quality should be considered simultaneously to maintain the competitive powers in the struggling circumstances for existence.
항공사 좌석등급별 서비스품질 차원이 고객가치와 고객만족에 미치는 영향 관계 연구
한진수(Jin Soo Han),김화진(Hwa Jin Kim),이승곤(Seung Kon Lee) 한국관광연구학회 2011 관광연구저널 Vol.25 No.1
The purpose of this study is to suggest the differences of customer value and customer satisfaction in airline class types. Also this suggest the effect of service quality factors on customer value and customer satisfaction in airline class types. It conducted sampling to collect 225 samples of 250 in Kimpo and Inchon international airport. A total of 199 valid responses were used for data analysis. The data were analyzed using Exploratory factor analysis, ANOVA, and regression analysis. Research findings are as follows; First, It proved the differences of customer value in airline class types. Second, It proved the differences of customer satisfaction in airline class types. Third, service quality factors caused a positive impact on customer value in airline class types. Fourth, service quality factors caused a positive impact on customer satisfaction in airline class types. Fifth, customer value caused a positive impact on customer satisfaction in airline class types. The results will be helpful for them to develop a further service marketing framework. For service marketing managers, the results will suggest specific guidelines for establishing service marketing strategies.
패밀리레스토랑의 고객가치, 고객만족, 행동의도간의 구조적 관계에 관한 연구
한진수(Jin Soo Han),현경석(Kyung Suk Hyun) 한국호텔외식관광경영학회 2009 호텔경영학연구 Vol.18 No.1
The purpose of this study was to examine the effect of family restaurants` customer value on satisfaction and behavior intention using a structual equation model. Especially, the First-order dimensions of customer value consisted of quality, emotional response, monetary price, behavioral price and reputation. The results of structural equation modelling showed that monetary money and reputation were a significant effect on customer value. In addition, customer value was found to influence on satisfaction and behavior intention. Also satisfaction influenced on behavior intention significantly.