- E-ISSN2288-2766
- KCI
E-ISSN : 2288-2766
Vol.8 No.2
Abstract
Purpose - The current study analyzes effects of hotel restaurant cook’s emotional labor on job satisfaction and customer orientation. Research Design, Data, and Methodology - In order to achieve the current study’s goal, sample was extracted targeting cooks working in 5-start hotels located in Seoul considering spatial and time limitation. Method of research was direct research method with survey. Survey was conducted from April 1st, 2018 to April 20, 2018 (approximately 20 days). Total of 300 surveys were distributed to cooks working in 5-start hotels located in Seoul, and among those 250 surveys were returned. Among returned 250 surveys, 246 surveys. Result - First, in order to test H1, effect of hotel restaurant cook’s emotional labor on job satisfaction (satisfaction on superior and coworker) was analyzed. Second, in order to test H2, effect on hotel restaurant cook’s emotional labor on job satisfaction (satisfaction on compensation and promotion) was analyzed. Third, satisfaction on superior and coworker had statistically significantly positive effect on customer orientation, while satisfaction on compensation and promotion did not have statistically significant effect. Conclusion - First, deep acting had statistically significantly positive effect on job satisfaction (satisfaction on superior and coworker), while surface acting did not have statistically significant effect. Second, both deep and surface acting had statistically significantly positive effect on job satisfaction (satisfaction on compensation and promotion). Third, satisfaction on superior and coworker had statistically significantly positive effect on customer orientation, while satisfaction on compensation and promotion did not have statistically significant effect.
Abstract
Purpose : The purpose of this study is to analyze the relationship between the self-leadership of flight attendant and organizational effectiveness, the self-leadership of flight attendant and customer orientation, and the organizational effectiveness and customer orientation. Research design, data and methodology : To examine these research models, samples were collected from 318 flight attendants during Nov to Dec, 2019. Research Model established hypothesis 1 and hypothesis 2 that the three elements of self-leadership will affect organizational effectiveness and customer orientation. It also established hypothesis 3 that organizational effectiveness will affect customer orientation Results : The analysis on the effect of self-leadership have positive effect both on job satisfaction and organizational immersion. As a result of the relationship between organizational effectiveness and customer orientation, job satisfaction and organizational immersion have positive effect on both voluntary customer orientation and business customer orientation. Conclusions : Self-leadership affected positively on job satisfaction, organizational immersion and business customer orientation. the company have to provide flight attendant with incentives when they achieve good results. Also, company have to expand flight attendant's authority in their work environment. Organizational effectiveness affected positively on customer orientation so company have to give flight attendants with consistent seminars about company's vision and goal.
Abstract
Purpose – This study incorporated the success factors of bio cluster and provided the ways to utilize them for managing the performance of bio cluster. The aim of this study was to present an integrated framework for the success factors of the bio cluster by combining the literature and case studies, and to measure and manage the performance of the bio cluster. Research design, data, and methodology – This study combined the literature review with the case study. We reviewed the literature on the success factors of the bio cluster presented by existing studies. We studied some cases of how these factors are actually applied in the bio cluster also. We integrated the success factors of bio cluster based on both the literature review and the case study. Results – The success factors of the bio cluster presented in this study as an integrated framework were defined as six factors: knowledge base and expertise, industrial infrastructure, funding and investment, government support, start-up activities and innovation activities. These success factors can be measured and managed by some performance indicators of each factor. Conclusions – Through this study, we can identify the integrated success factors of the bio cluster and understand how these factors work in bio cluster. In addition, this integrated framework of success factors will be effectively utilized to measure and manage the performance of the bio cluster.
Abstract
Purpose – This study is regarding customer service environment in casino marketing under a study on the factors affecting casino tourist satisfaction based on casino tourists’ various needs. Research design and methodology – The study of casino tourism policy factors is proceeded by interviewing tourists of Macao casino. A total of 220 copies were distributed and 193 copies were collected, but 13 copies were not conceded due to insincere responses, and a total of 180 cases were analyzed for this study. Based on the analysis results, the casino tourism policy factors were derived through satisfaction level of casino tourist service as follows. Results – Firstly, the casino tourist satisfaction is a positive influence on casino visits, so efforts should be made to enhance tourist satisfaction when establishing cultural experience programs and casino marketing strategies. Casino culture for tourist should be matured to develop casino tour. In order to increase the satisfaction level of revisiting casino resorts, various cultural products such as clean environment should be developed to enhance the satisfaction level of casino visitors in the future. Secondly, a positive impact of cultural, experiential visits and psychological motivations affect to tourists’ psychological stability through cultural experiences as well as casino games. Thirdly, casino tourist satisfaction has been shown to provide a positive impact on behavior intention. Conclusions – Based on the results of this research, the marketing of casino tour is to identify tourists’ needs and increase satisfaction.
Abstract
Purpose – This study investigated the effect of the social exclusion experience on the compulsive buying tendency. The purpose of current study is to examine the mechanism through compulsive buying, one of self-defeating behaviors. While previous studies on compulsive buying focused only on the mechanism of psychological escapism to overcome negative emotions, this study intends to expand the study on the causes of compulsive buying by presenting a social exclusion experience as one of the causes of negative emotions. Research design and methodology – Present study was performed with 114 college students in Seoul. Participants were randomly assigned to the group who experienced social exclusion and the group who did not experience social exclusion. We analyzed how the tendency of compulsive buying differs according to the experience of social exclusion with t-test. Results – The compulsive buying tendency of the group who experienced social exclusion was higher than that of the group who did not experience it, and the difference was statistically significant. Conclusions – When the negative emotions caused by social exclusion experiences are high, they avoid self-awareness and show cognitive narrowing that focuses on immediate, specific and low-level tasks such as shopping or purchasing, which leads to self-defeating behavior. On the basis of these results, theoretical and practical implications of this research were discussed and the limitations and future research were suggested.
