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한국호텔리조트학회> 호텔리조트연구

호텔리조트연구 update

Journal of Hotel & Resort

  • : 한국호텔리조트학회
  • : 사회과학분야  >  경영학
  • : KCI등재
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  • : 연속간행물
  • : 격월
  • : 1598-7760
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  • : 호텔리조트연구(~2005) → 호텔리조트카지노연구(2005~) → 호텔리조트연구(2008~)

수록정보
수록범위 : 1권1호(2003)~20권4호(2021) |수록논문 수 : 1,010
호텔리조트연구
20권4호(2021년 08월) 수록논문
최근 권호 논문
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KCI등재

1호텔기업의 문화마케팅 활동이 기업이미지 및 서비스성과에 미치는 영향

저자 : 양성윤 ( Yang Sungyoun ) , 김시원 ( Kim Seewon )

발행기관 : 한국호텔리조트학회 간행물 : 호텔리조트연구 20권 4호 발행 연도 : 2021 페이지 : pp. 5-22 (18 pages)

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Currently, we are living in the era of the 4th industrial revolution. It can be seen that various kinds of products and services of new patterns are released in the manufacturing and service industries. In recent years, hotel companies have started environmental management systems as a way to improve their own image for products and services, or are conducting activities related to green marketing and image marketing. and one of them is cultural marketing. This study aims to integrate and deal with cultural marketing activities, corporate image, and service performance, that is, customer satisfaction and customer loyalty, as a practical marketing strategy of hotel companies, and to reveal the influence relationship between variables. As a result of the study, The effect of hotel culture marketing on corporate image, it was found that all sub-factors of cultural marketing activities had a positive effect on corporate image. Also, The effect of corporate image on service performance, it was found that the corporate image formed through cultural marketing has a positive effect on customer satisfaction and customer loyalty.

KCI등재

2호텔·리조트 서비스 접점 종사원의 필요악 행동이 인지적 부담감과 이직의도에 미치는 영향 - 자기효능감의 조절효과를 중심으로 -

저자 : 한장헌 ( Han Jang-heon )

발행기관 : 한국호텔리조트학회 간행물 : 호텔리조트연구 20권 4호 발행 연도 : 2021 페이지 : pp. 23-41 (19 pages)

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Good relationships between customers and employees at service encounters also play an essential role in creating a positive image of service companies and increasing profits. However, it is always challenging to maintain a good relationship with customers, and you can prevent employee stress reduction and turnover depending on how you manage unexpected service failures. The study aimed to investigate the psychological state of necessary evil on cognitive load and turnover intention of service encounter employees at hotels and resort companies. In addition, the effect of the psychological state of the necessary evil situation on the cognitive load was to examine the moderating effect of self-efficacy. As a result, the psychological state of service encounter employees had significant effects on cognitive load and turnover intention. In addition, self-efficacy showed a moderating effect on the cognitive load of the psychological state of the necessary evil situation of service encounter employees. Based on these findings, we discussed academic, practical implications and limitations, and future research directions to better interact with customers in the face of necessary evil.

KCI등재

3호텔업의 하이테크놀로지 적용이 고객만족도 및 재방문의도에 미치는 영향연구 - 인공지능 가상현실 증강현실 실시간시스템 중심으로 -

저자 : 이가용 ( Li Jia-rong ) , 신홍철 ( Shin Hong-chul )

발행기관 : 한국호텔리조트학회 간행물 : 호텔리조트연구 20권 4호 발행 연도 : 2021 페이지 : pp. 43-61 (19 pages)

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As the age of the fourth industrial revolution comes, automation technologies such as AI(artificial intelligence), VR(Virtual Reality), AR(Augmented Reality) and Real-time system are affecting on the recognition changes of the tourism industry. Within the next 10 years, artificial intelligence technology and various high-tech technologies will be increasingly used in various fields of the tourism industry. This paper takes China's Alibaba Flyzoo Hotel as an example, which is the world's first "future hotel”. The biggest feature of Alibaba Flyzoo Hotel is that there are no traditional hotel staff, only intelligent robots. Based on the total of 300 questionnaires were distributed online, and a total of 287 valid questionnaires were collected. The questionnaires were used to survey and analyze tourists who have stayed in high-tech hotels. Starting from the five Strategic Experientials of tourists, this paper analyzes the relationship between customer satisfaction and revisit intention. In particular, the development of artificial intelligence technology is expected to affect the entire tourism industry in the near future. Therefore, preemptive measures should be taken in all tourism fields. This research puts forward some academic and practical implications.

KCI등재

4호텔종사원의 공감능력이 고객지향성과 서비스행동에 미치는 영향 - 직업소명의식을 조절효과로 -

저자 : 신동진 ( Shin Dong-jin ) , 구동우 ( Koo Dong-woo ) , 이동철 ( Lee Dong-cheul )

발행기관 : 한국호텔리조트학회 간행물 : 호텔리조트연구 20권 4호 발행 연도 : 2021 페이지 : pp. 63-85 (23 pages)

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The purpose of this study was to examine the influence relationship of hotel employees' empathy ability on customer orientation and service behavior, and to examine the moderating effect of occupational calling consciousness on this influence relationship. In order to achieve the purpose of this study, a self-filling questionnaire was conducted for five-star hotel service workers in Seoul and Gyeonggi Province. As a result of the study, in the current COVID-19 situation, among the factors of empathy in the hotel tourism sector, cognitive empathy and behavioral empathy have a positive effect on customer orientation and service behavior. The person in charge should conduct tests and training at a certain point in time to increase the empathy ability of cognitive empathy and behavioral empathy for employees. There is a need to prioritize empathy and increase customer orientation in order to increase the service behavior of employees. Lastly, in order to increase the sense of vocational calling, it is necessary to raise the sense of ownership of the hotel in which the employee is engaged with welfare, work environment, compensation, etc. that can make employees proud of the hotel. In addition, when hiring service personnel, it will be necessary to conduct tests that reflect empathy and professional vocation, and hire personnel who can comply with customer-oriented and service-related regulations.

KCI등재

5호텔 기혼여성이 지각하는 승진인사차별이 이직의도에 미치는 영향 - 조직 불공정성의 매개효과를 중심으로 -

저자 : 김민지 ( Kim Min-ji ) , 소은정 ( So Eun-jeong ) , 오훈성 ( Oh Hoon-seong )

발행기관 : 한국호텔리조트학회 간행물 : 호텔리조트연구 20권 4호 발행 연도 : 2021 페이지 : pp. 87-106 (20 pages)

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The hotel industry is highly dependent on human resources, especially female employees. However, female employees still perceive discrimination and inequity within the hotel, which will have negative consequences within the organization. The purpose of this study was to investigate the relationship between promotion discrimination, organizational inequity, turnover intention in Hotel industry. Survey data were collected for married female employees working at seven large hotels in Seoul. A total of 276 samples were used for hypothesis testing. As a result of the regression analysis, promotion discrimination has a significant positive effect on distribution inequity, procedural inequity, interaction inequity and turnover intention. Distribution inequity and interaction inequity indicated significant positive impact on the turnover intention, but procedure inequity did not have a significant impact. Three-step hierarchical regression analysis and Sobel test were performed to verify the mediated effect. As a result, there was a significant full mediating effect in distribution inequity between promotion discrimination and turnover intentions, and the mediating effect was not verified in procedural inequity and interaction inequity.

KCI등재

6고택체험자 방문동기별 선택속성, 만족도 차이와 관계 연구 - 경주지역 고택을 중심으로 -

저자 : 이상재 ( Lee Sang-jae ) , 이태균 ( Lee Tae-gyun )

발행기관 : 한국호텔리조트학회 간행물 : 호텔리조트연구 20권 4호 발행 연도 : 2021 페이지 : pp. 107-124 (18 pages)

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The purpose of this study is to suggest implications on operation, invigoration and preservation for traditional old house as culture tourism resource through visitor traditional old house stay on motivation and selection attribute, satisfaction is verified the difference and have an effect on motivational types of visitor. The data used this study were collected 171 samples from visitor of Kyeongju City. As the results, selection attribute on traditional old house was verified to have difference on visitor motivational types of traditional old house. Also motivational types of traditional old house had partially influence on selection attribute on traditional old house. The selection attribute on traditional old house had partially influence on visitor satisfaction. These result showed that there was significant of environment harmony with surroundings traditional old house and participation of local residents, development and preservation of traditional culture. Therefore, in order to actively invigorate traditional old house had to develop cultural contents and products from market segmentation strategy on visitor motivational types, also we need to execute positive marketing and P.R, on traditional old house.

KCI등재

7차박캠핑 제약요인과 캠핑객 행동의도에 관한 연구 - 캠핑차량 소유여부의 조절효과 -

저자 : 전정아 ( Jeon Jeong-ah )

발행기관 : 한국호텔리조트학회 간행물 : 호텔리조트연구 20권 4호 발행 연도 : 2021 페이지 : pp. 125-142 (18 pages)

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Recently, there has been a growing interest in car camping and demand for practically experiencing car camping is also increasing. S0 this study aims to find out what constraints people have in their car camping activities affect campers' behavior. As a result of the study, it was found that the restriction factor of car camping significantly affects the purpose of recommending camping sites and the intention of re-visiting. And the relationship between car camping constraints and camping site behaviour varies depending on whether camping vehicles are owned or not. Users who own camping vehicles have been found to have an inherent constraint, such as their interest in camping, pleasure, and their thoughts on camping with their partners, affecting camping recommendations. However, it has been shown that the lack of camping vehicles affects camping recommendations or re-visits due to structural or interpersonal constraints such as lack of equipment, lack of information, facility inconvenience, ignorance of camping methods, lack of time and transportation. This study is meaningful in that it can contribute to the revitalization of the car camping culture by identifying constraints on car camping, which has recently emerged as a new travel trend. However, the limitation of this study is that it failed to materialize the restriction of car camping, unlike conventional camping, in the sense that it can be a camping site anywhere other than a camping site.

KCI등재

8코로나19 확산 이후 제주관광 수요 증가에 대한 지역주민 인식에 관한 연구 - 사회교환이론(Social Exchange Theory)의 적용 -

저자 : 오문향 ( Oh¸ Munhyang(moon) ) , 서정모 ( Seo Jung-mo )

발행기관 : 한국호텔리조트학회 간행물 : 호텔리조트연구 20권 4호 발행 연도 : 2021 페이지 : pp. 143-159 (17 pages)

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Previous studies have been conducted on the responses and conflicts of residents related to tourism development, but there are not many studies on the responses of residents to tourism demand due to rapid changes in the tourism environment such as infectious diseases. Since the spread of Covid-19, tourism demand for the overseas travel has led to an increase in demand for domestic travel, especially for Jeju tourism. According to the Social Exchange Theory, people act by calculating the benefits and costs of the consequences of an action or choice. Despite the high antipathy to the increase in tourism demand as the Social Exchange Theory says, it is difficult to find policy alternatives due to insufficient research. Therefore, the purpose of this study was to examine the perception and satisfaction of local tourism operators/workers and residents after the spread of Covid-19 and to derive policy implications. According to the results of the study, Jeju residents' perception of tourists affects Jeju residents' satisfaction with tourists. In addition, there were differences in the positive and negative perceptions and satisfaction of Jeju Island's tourists, which Jeju residents recognize depending on whether they are engaged in the tourism sector.

KCI등재

9의료관광 분야 취업 스펙에 대한 채용담당자와 대학생들 간 상호 인식차이 연구 - 상호지향성 모델의 적용을 중심으로 -

저자 : 조승아 ( Cho Seung-a )

발행기관 : 한국호텔리조트학회 간행물 : 호텔리조트연구 20권 4호 발행 연도 : 2021 페이지 : pp. 161-179 (19 pages)

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This study was conducted to provide effective job preparation for universities and university students by identifying differences in the perception of employment qualifications between recruiter and university student groups in the medical tourism field through a co-orientation model. Based on prior studies, the employment qualification factors in the medical tourism field were deduced, and the survey results of 124 recruiters and 221 university students were analyzed by applying a co-orientation model. As a result, the employment qualifications in the medical tourism field, which consists of four factors: service capacity, medical practice capacity, basic employment capacity, and experience capability, was found to be "unbalanced," indicating that there is a misunderstanding among groups. In other words, there was a difference in perception between recruiters and university students about the employment qualifications in the medical tourism field. Therefore, it is necessary to check the curriculum and preparations of universities and university students. In particular, since the difference in perception of medical practice capabilities is the largest, the university students who want to get a job in the medical tourism field need to make efforts to have more capabilities in the medical field. The medical institutions, local governments and public institutions should also make efforts to provide university students with various practical experience opportunities to encourage the continued influx of talented new workers into the medical tourism field.

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10여행객이 인지하는 국외여행인솔자의 성격특성과 고객만족, 신뢰 및 충성도와의 관계 연구

저자 : 천덕희 ( Cheon Deok-hee ) , 정병웅 ( Chung Byung-woong )

발행기관 : 한국호텔리조트학회 간행물 : 호텔리조트연구 20권 4호 발행 연도 : 2021 페이지 : pp. 181-199 (19 pages)

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The purpose of this study is to empirically study the effect of overseas tour conductor's personality perceived by travelers during the travel period on customer satisfaction, trust, and loyalty. The sample of the survey was set for travelers who had traveled to Western Europe for more than 8 days, which had a lot of roles as an overseas tour conductor. As a result of the factor analysis, the personality of the overseas tour conductor was divided into extroversion, emotional instability, conscientiousness, openness to experiences, agreeableness, and customer satisfaction, trust, and loyalty were each classified into a single dimension. As a result of the hypothesis test, it was found that extraversion and agreeableness had a significant effect on customer satisfaction, and that extraversion, conscientiousness, agreeableness, and openness to experience had a significant effect on trust. However, it was analyzed that emotional instability did not significantly affect both factors, and conscientiousness and openness to experience did not significantly affect customer satisfaction. And customer satisfaction and trust were found to have a significant effect on loyalty. In the end, according to the characteristics of the overseas tour conductor perceived by the travelers during the travel period, there is a difference in the level of satisfaction and trust among travelers, and satisfaction and trust act as factors that can increase loyalty.

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