호텔 객실의 일반 및 특별서비스가 고객만족에 미치는 영향 : 대전지역을 중심으로

곽용섭 한국문화관광학회 2001 문화관광연구 Vol.3 No.2

This study is focused on how the special service for hotel guest rooms has an effect on customers satisfaction. Analyzing the degree of satisfaction according to the statistics of population such as sex, age, education, and occupation, it has turned out that most customers feel satisfied. Referring to the correlation between the degree of satisfaction and frequency of using hotel, the guests, who visit hotels more frequently, feel more satisfied. In addition, customers frequently use incidental facilities in a hotel, and accompany their families. For customers satisfaction after using hotel service products, it has turned out that there are relation in the statistics, and especially, the special service for hotel guest rooms leads to customers visiting again or recommendation to other customers. In consideration of the fact that the evaluation on the special service products has even more persuasive power than the normal service products, we can find the special service products has an enormous influence over customers satisfaction. Therefore, based on the deduced facts how customers responded to the special service products and normal service product, this study can contribute to investigating the relationship between the special service products for hotel guest rooms and customers satisfaction.

International Tourism Demand in Korea : A Regression Analysis

Kwock Yong Sub,Young Tae Kim 한국호텔관광학회 2000 호텔관광연구 Vol.2 No.1

관광수요 예측에 관한 연구는 학자들과 실무자 모두에게 지대한 관심을 끌어 왔고, 이에 대한 연구가 활발히 진행되어 왔다. 특히 관광수요예측과 일국의 경제와의 관계는 매우 밀접하다는 가설들이 활발히 논의되어 왔고, 많은 외국의 연구논문들이 이러한 가설을 실증적으로 뒷받침하였던 것도 사실이다. 하지만 불행히도 국내에서는 관광수요 예측과 한국경제와의 관계에 대한 실증적 고찰이 부족하였다는 것을 부인할 수가 없다. 이에 본 연구는 한국 경제가, 특히 거시 경제가 어떻게 관광수요 예측에 영향을 미치는가에 대하여 고찰하였고, 본 연구의 결과, 관광수요 예측과 거시경제와는 밀접한 관계가 있었음이 실증적 고찰을 통해 증명되었다. 국내 방문관광객의 수는 제 2 통화공급(M2)과 비례하였다. 또한, 국내 방문 관광객의 총 지출은 외국환 교환 비율과 비례하였고, 국내 물가지수와는 반비례하는 현상을 보였다. 마지막으로, 국내의 해외방문객의 지출은 일인당 국민소득과 비례하는 양상을 보였다. 이러한 결과가 객관적인 국내관광수요예측이 자그마한 토대를 마련하는 기회가 되기를 바라는 바이다.

Strategic Management in the Lodging and Restaurant Industry : Environment, Strategy, Implementation, and Performance

Yong-Sub Kwock,Elisa Ching-Yick Tse 한국관광학회 2002 International Journal of Tourism Sciences Vol.2 No.1

This study developes and tests an integrated theoretical model that articulates the relationships among the components of strategic management in the hospitality industry. A total of 184 responses to a survey given to the top managers in the hospitality industry, including restaurant and lodging firms, were analyzed. The various relationships among the components in strategic management process were hypothesized and tested by utilizing exploratory factor, confirmatory factor, and structural equation modeling analyses. Results revealed the relationships between environment and strategy, environment and strategy implementation, strategy and strategy implementation, strategy and performance, and strategy implementation and performance. These results imply that the components in strategic management process are interrelated. Thus when a firm makes a decision, it should consider all of the components and right combination of components especially in strategic process, which may increase the possibility of success.

패밀리레스토랑의 고객만족과 재방문 의도에 영향을 미치는 매개변수에 관한 연구

곽용섭(Kwock, Yong-Sub),방문선(Bang, Moon-Sun) 한국문화관광학회 2003 문화관광연구 Vol.5 No.1

The study was conducted to investigate the causal relationships among the service quality, customer satisfaction, and re-visitation, and to verify the existence of intervening variables which affect on the relationship between customer satisfaction and re-visitation in the restaurant industry. To satisfy this purpose, a survey questionnaire was developed and distributed to the customers in three family restaurants in Daejon. A total of 374 questionnaires was collected and analyzed by SPSS statistical program. The results of statistical analysis confirmed the causal relationships among the key variables(service quality, customer safisfaction, and re-visitation) and the existence of intervening variables which affect on the relationship between customer satisfaction and re-visitation. The intervening variables (A desire to diversification and the quality of relationship) had positive effects on the relationship between customer satisfaction and re-visitation.

호텔 객실의 일반 및 특별서비스가 고객만족에 미치는 영향 : 대전지역을 중심으로

곽용섭(Kwock, Yong-sub) 한국문화관광학회 2001 문화관광연구 Vol.3 No.1

This study is focused on how the special service for hotel guest rooms has an effect on customers satisfaction. Analyzing the degree of satisfaction according to the statistics of population such as sex, age, education, and occupation, it has turned out that most customers feel satisfied. Referring to the correlation between the degree of satisfaction and frequency of using hotel, the guests, who visit hotels more frequently, feel more satisfied. In addition, customers frequently use incidental facilities in a hotel, and accompany their families. For customers satisfaction after using hotel service products, it has turned out that there are relation in the statistics, and especially, the special service for hotel guest rooms leads to customers visiting again or recommendation to other customers. In consideration of the fact that the evaluation on the special service products has even more persuasive power than the normal service products, we can find the special service products has an enormous influence over customers satisfaction. Therefore, based on the deduced facts how customers responded to the special service products and normal service product, this study can contribute to investigating the relationship between the special service products for hotel guest rooms and customers satisfaction.

중국 호텔종업원의 경력정체가 조직몰입과 이직의도에 미치는 영향에 관한 연구

하소허 ( HE Shaoxu ),곽용섭 ( Kwock Yong-Sub ) (사)한국마이스관광학회(구 한국컨벤션학회) 2021 MICE관광연구 Vol.21 No.2

The purpose of this study is to provide theoretical and practical strategic human resource guidelines to the hotel industry in China. To satisfy the purpose of this study, the effects of career plateau on organizational commitment and turnover intention were investigated. A total of 336 questionnaires of hotel employees in China were analyzed by using frequency, factor, and regression statistical analyses. The results revealed the negative effects of carrier plateau on organizational commitment, the positive effects of carrier plateau on turnover intention, and the negative effects of organizational commitment on turnover intention. Finally, based on the results some practical human resource strategies that may help meet the needs of personal occupation, enhance the sense of belonging to organizations, and reduce turnover intention were suggested.

Developing a Path Model of International Tourism Demand : A Case of Canada to USA

Yoon, Yoo-shik,Kwock, Yong-sub,Yu, Jong-seo 한국문화관광학회 2002 문화관광연구 Vol.4 No.2

The objective of this study was to develop an empirical path model for the international tourism demand. Through series regression analyses of time series data for 18 years, the determinants of tourism demand in a case of tourists flow from Canada to the USA were investigated. Six determinants (TPI, exchange rate, population, GDP, percentage of imports, and percentage of exports) and four demand measures (arrivals, receipts from Canada as intervening variables, total arrivals, and receipts from USA as dependent variables were employed to examine four different regression equations of the hypothesized model. The results indicated that the explained variances (R-square) of each model range from 99, 97, 90, and 92 (%) respectively (p < .001). TPI, exports, imports and exchange rate are identified as major determinants that have been generating tourism demand from Canada to the USA. Additionally, the results showed that arrivals and receipts from Canada have been affecting the total number of arrivals and receipts in the USA, meaning that Canada is one of the significant markets for the USA international tourism demand. Finally, this study suggested that the results of this study may help to efficiently develop and promote tourism policy and marketing programs for international tourism demand.

International Franchising Opportunities for Restaurant Companies in Pam-Pacific Countries

See-Hyung Kim(김시형),Yong-Sub Kwock(곽용섭) 한국여행학회 1999 여행학연구 Vol.10 No.-

Causal Relationships between Firms Performance, Usage Level, and Customer Satisfaction in the Organizational Market of Hospitality

Kim,See-hyung,Kwock,Yong-sub,Kim,Young-tae 한국문화관광학회 2000 문화관광연구 Vol.2 No.1

The objectives of this study were to develop theoretical model that outlined the antecedents of satisfaction in an industrial buying context, to investigate product usage level as an outcome of the two economic factors, and to examine the relationships of product, usage level and service factor with customer satisfaction as the organizational market for hospitality is growing. To figure out the relevant constructs and variables for this study, related literature was reviewed. Then, to satisfy the purposes of the study, structural equation modeling method was utilized with a confirmatory factor analysis. A confirmatory factor analysis examined a four-factor solution developed from the factor analysis. Also, goodness-of-fits for measurement model and structural model were evaluated to test the reliability of both models. The various measures of overall model goodness-of-fit lend acceptable level of support to deeming the results an acceptable representation of the hypothesized constructs. Based on the acceptable level of support for the goodness-of-fit tests, the relationships among the constructs in the model were examined. Finally, two alternative models were proposed and compared to the original model.

Causal Relationships between Firms Performance, Usage Level, and Customer Satisfaction in the Organizational Market of Hospitality

Kim, See-hyung,Kwock, Yong-sub,Kim, Young-tae 한국문화관광학회 2000 문화관광연구 Vol.2 No.1

The objectives of this study were to develop theoretical model that outlined the antecedents of satisfaction in an industrial buying context, to investigate product usage level as an outcome of the two economic factors, and to examine the relationships of product usage level and service factor with customer satisfaction as the organizational market for hospitality is growing. To figure out the relevant constructs and variables for this study, related literature was reviewed. Then, to satisfy the purposes of the study, structural equation modeling method was utilized with a confirmatory factor analysis. A confirmatory factor analysis examined a four-factor solution developed from the factor analysis. Also, goodness-of-fits for measurement model and structural model were evaluated to test the reliability of both models. The various measures of overall model goodness-of-fit lend acceptable level of support to deeming the results an acceptable representation of the hypothesized constructs. Based on the acceptable level of support for the goodness-of-fit tests, the relationships among the constructs in the model were examined. Finally, two alternative models were proposed and compared to the original model.