논문 상세보기

관광경영학회> 관광경영연구> O2O서비스품질 특성과 지각된 유용성, Flow경험 및 고객 가치공동창출과의 관계에 대한 연구: 기술수용모델을 적용

KCI등재

O2O서비스품질 특성과 지각된 유용성, Flow경험 및 고객 가치공동창출과의 관계에 대한 연구: 기술수용모델을 적용

A Study of the relationship between O2O Service Quality Characteristics, Perceived Usefulness, Flow Experience and Customer Value Co-Creation: Applying Technology Acceptance Model

김태욱 ( Taeuk Kim )
  • : 관광경영학회
  • : 관광경영연구 95권0호
  • : 연속간행물
  • : 2020년 03월
  • : 165-191(27pages)

DOI


목차

Ⅰ. 서 론
Ⅱ. 이론적 배경
Ⅲ. 연구모형 및 분석방법
Ⅳ. 실증분석
Ⅴ. 결론 및 시사점
참고문헌

키워드 보기


초록 보기

The purpose of this study is to figure out the influence of o2o service quality characteristics on customer value co-creation, and verify the mediating effect of perceived usefulness and flow experience. Specimen are mobile hotel booking application user, aged 18 and above, 59 and below. Survey was started at Oct.03.2019 for 1 month with 350 questionaries, total 310 samples were used for actual analysis. We used IBM SPSS 21.0 program on analysis for demographic quality, used R to perform PLS PM(Partial least squares path modeling) analysis. On H1-2 and H1-3, information quality showed significant effect on perceived usefulness. On H3-2 and H3-3, system quality and service quality showed significant effect on perceived usefulness. On H5-1, perceived usefulness showed significant effect on advocacy. On H6-1 and H6-3, Flow experience showed significant on advocacy and helping. On correlation between perceived usefulness and feedback, old group showed negative effect while young group had positive effect; H5-2 is adopted. On correlation between perceived usefulness and helping, old group showed negative effect while young group had positive effect; H5-3 is adopted. Through this study, few meaningful information to predict customer behavior is found via analyzing patterns of hotel application usage; correlation between o2o service quality characteristics and value co-creation is confirmed, mediating effect and role between perceived usefulness and flow experience is verified.

UCI(KEPA)

I410-ECN-0102-2021-300-000986322

간행물정보

  • : 사회과학분야  > 관광학
  • : KCI등재
  • :
  • : 격월
  • : 2092-528X
  • :
  • : 학술지
  • : 연속간행물
  • : 1997-2021
  • : 1988


저작권 안내

한국학술정보㈜의 모든 학술 자료는 각 학회 및 기관과 저작권 계약을 통해 제공하고 있습니다.

이에 본 자료를 상업적 이용, 무단 배포 등 불법적으로 이용할 시에는 저작권법 및 관계법령에 따른 책임을 질 수 있습니다.

발행기관 최신논문
| | | | 다운로드

1고객 무례함으로 인한 서비스종사원의 감정부조화와 반생산적 업무행동 (CWB)

저자 : 김영국 ( Yeong Gug Kim ) , 우은주 ( Eunju Woo )

발행기관 : 관광경영학회 간행물 : 관광경영연구 95권 0호 발행 연도 : 2020 페이지 : pp. 1-16 (16 pages)

다운로드

(기관인증 필요)

초록보기

The aims of this study was to examine the relationships amongst customer incivility, emotional dissonance, and counterproductive work behaviors (CWB). The concept of counterproductive work behaviors was reviewed in literature review, and then the research model was provided based on the review of past studies. In the main survey, validity and reliability were ensured, and 202 valid survey responses were used to test the hypothesized structural model. The results showed that although the hypothesized model was obtained with a good model fit, the relationship between 'emotional dissonance' and 'coworker-CWB' was found to be not significant. Also, others had significant relationships amongst constructs. Based on the study' findings, theoretical implications and practical implications were discussed, and limitations of the study and further study directions were also suggested.

2리얼리티 프로그램에 대한 관여도, 재미, 몰입, 만족 및 방문의도 간의 영향관계: <삼시세끼>를 대상으로

저자 : 신혜진 ( Hyejin Shin ) , 가정혜 ( Junghye Angela Kah )

발행기관 : 관광경영학회 간행물 : 관광경영연구 95권 0호 발행 연도 : 2020 페이지 : pp. 17-36 (20 pages)

다운로드

(기관인증 필요)

초록보기

This study aimed to investigate the relationships among involvement, enjoyment, commitment, satisfaction, and visit intention from the reality program viewers. A survey was conducted to 400 participants who had watched a reality program, titled Samsi Sekki(Three meals a day). The results are as follows. First, involvement factors were investigated in two dimensions: cognitive involvement and social involvement. Two dimensions of involvement had significant impacts on enjoyment. Second, enjoyment had a positive influence on commitment. Third, enjoyment had a significant impact on satisfaction. Thus, enjoyment is an important factor in getting immersed and increasing satisfaction in the program. Lastly, satisfaction had a positive influence on visit intention. It means that the satisfaction gained from watching the reality program affects the intention of the visit. Reality program viewers can be considered as potential tourists that influence visit intention. This study is meaningful in that the two dimensions of involvement have been identified and the effects of involvement, enjoyment, commitment, satisfaction, and visit intention have been verified.

3호텔기업의 경영성과에 영향을 미치는 운전자본수준 연구

저자 : 구원일 ( Wonil Koo )

발행기관 : 관광경영학회 간행물 : 관광경영연구 95권 0호 발행 연도 : 2020 페이지 : pp. 37-51 (15 pages)

다운로드

(기관인증 필요)

초록보기

This study was to identify the working capital level and variables that may affect the hotel company's management performance and to present the decision-making direction necessary for managers. For this, 35 hotel companies were selected and analyzed the financial statements from 2011 to 2018. First, the management performance of hotel companies recorded a positive value on average, and the working capital level required to operate the company was measured as 18.08% of total assets. In other words, the overall condition is low, but operating conditions are good in that hotel companies operate mainly on fixed assets such as rooms. Second, the statistical analysis showed that management performance was significant at working capital, sales growth rate, debt ratio, company size, and atmospheric industry. However, the working capital level and sales growth rate were positively correlated, and negatively correlated with net working capital, debt ratio, and atmospheric industry. In other words, the higher the working capital, the current ratio, the better the management performance. Therefore, empirical analysis suggests that managers must manage the level of working capital required for corporate management, and that more liquid assets can improve corporate management performance. Therefore, managers of catering companies need to make decisions to manage and maintain working capital levels.

4호텔종사원의 대인커뮤니케이션이 서비스제공행동에 미치는 영향: 감정이입(정서전염, 공감배려)의 매개효과를 중심으로

저자 : 권나경 ( Nakyung Kwon )

발행기관 : 관광경영학회 간행물 : 관광경영연구 95권 0호 발행 연도 : 2020 페이지 : pp. 53-73 (21 pages)

다운로드

(기관인증 필요)

초록보기

The purpose of this study is to identify the effect of interpersonal communication and empathy on service providing behavior and to identify the effect of emotional transmission and empathy consideration on interpersonal communication and service providing behavior. 300 questionnaires were distributed to five-star hotel employees in Seoul and Gyeonggi-do for 8 weeks from June 3 to July 26, 2019, and 287 copies were applied to the empirical analysis. The results of the analysis with SPSS 24.0 showed that first, the cooperative type and the trust type of interpersonal communication did not have a significant effect on empathy (emotional transmission), but the professional type had a significant effect. Second, the cooperative type of interpersonal communication did not have a significant effect on empathy (emotional transmission), but trust type and professional type had a significant effect. Third, emotional transmission of empathy did not have a significant effect on service providing behavior, but empathy had a significant effect. Fourth, the cooperative and trust types of interpersonal communication did not have a significant effect on the service providing behavior, but the professional type had a significant effect on the service providing behavior. Finally, in the analysis of the influence relationship between interpersonal communication and service-providing behavior, it was found that empathy has a partial mediating effect on emotional transmission and empathy. Based on these results, the purpose of this study is to provide implications for innovating internal motivation and related internal marketing to improve the quality of service providing behavior of hotel employees.

5여행사 종사원이 지각하는 조직공정성이 조직몰입과 조직시민행동에 미치는 영향

저자 : 김선희 ( Sunhee Kim )

발행기관 : 관광경영학회 간행물 : 관광경영연구 95권 0호 발행 연도 : 2020 페이지 : pp. 75-96 (22 pages)

다운로드

(기관인증 필요)

초록보기

The purpose of this study is to present suggestions for effective organizational and human resource management through an empirical analysis on the impact of perceived organizational fairness on job immersion and organized civic behavior by travel agents, which is both the most important asset and a key element for strengthening competitiveness. 303 copies were collected by distributing 330 copies of the empirical study, and the final 303 parts were analyzed using SPSS 21 and the following results were derived. First, organizational fairness has had a positive influence on tissue immersion, and among them, it has a high impact on emotional immersion. Second, organization immersion had a positive influence on organized civic action, and among them, it showed a high influence on altruism. Third, organized civic actions had a characteristic effect that had a significant impact on organizational fairness but had no effect on sportsmanship. Future research will be more meaningful in the organization and personnel management of travel agencies if research is conducted using more diverse variables in the context of a growing number of Millennium-generation employees who prefer horizontal organization to general power of a company or boss and express their intentions clearly within the organization.

6항공서비스학과 남학생의 대학생활에 관한 현상학적 연구

저자 : 김영진 ( Youngjin Kim )

발행기관 : 관광경영학회 간행물 : 관광경영연구 95권 0호 발행 연도 : 2020 페이지 : pp. 97-116 (20 pages)

다운로드

(기관인증 필요)

초록보기

The aim of this study is to recognize the motivation for applying to the department of aviation services through in-depth interviews with male students attending the department of aviation services. The research participants consisted of nine students, including person who completed the military service or not, freshman to junior students, and graduate from male high school or coed high school. Study has shown that the factors leading to the department of aviation services are personality, environmental and practical. The life in the department of aviation services has emerged from the inferiority of power, the discriminatory treatment and the strong bond between male students. Outside the aviation service department's eyes were seen by curiosity, envy and anxiety from their girl friends. For male students, military service has been shown to serve as a transit station or maintenance center. The strategy of applying to the department of aviation services male students has emerged, brainwashing themselves, saying, "Preparing be a male flight attendant." This study is meaningful for male students' care of aviation services departments. The implications are as follows. Preconceptions about jobs vary between generations. If it is not a few, it loses the character of the minority.

7호텔종사자의 복잡계 리더십이 팀성과에 미치는 영향 연구

저자 : 김정아 ( Chungah Kim )

발행기관 : 관광경영학회 간행물 : 관광경영연구 95권 0호 발행 연도 : 2020 페이지 : pp. 117-132 (16 pages)

다운로드

(기관인증 필요)

초록보기

The purpose of this study is to address the importance of new leadership needed for the today's business environment. Since the modern business world is facing with uncertainty more and more due to globalization and high connectivity between countries and industries, faster adjustments and decision makings are essential for companies to survive. Leadership researches are critical since leadership is proved to be effective to motivate members in a way of committing to the organization and thus influences the performance of the organization. Complexity leadership is newly introduced leadership and this leadership does not focus on a few leader figures but on the leadership emerged from members of organization. That is to say, if leadership can be emerged from members of organization, faster and better decision makings as well as problem solvings are possible for plural members' abilities and perspectives may be better used and appreciated than a single and/or fewer members in a very dynamic and uncertain business world. Complexity leadership in this research is composed of 4 factors, including flexibility, team player, community building, and network.
The google survey was conducted from January 13 through February 7, 2020, and it was distributed through mobile and e-mail to the Korean employees working at hotels from Grade 3 to Grade 5 in Korea. Total of 122 surveys were collected and used for the analysis, and SPSS 25 was used for the analysis.
The results indicated that “flexibility” and “teamplayer” were the two complexity leadership factors statistically significant to have impacts on “team commitment”, while “team commitment” was statistically significant and had positive impacts on “team performance”.

8소비가치가 공정관광 참여의도에 미치는 영향: 윤리적 소비의 조절효과를 중심으로

저자 : 김민형 ( Minhyung Kim ) , 김정은 ( Jungeun Kim )

발행기관 : 관광경영학회 간행물 : 관광경영연구 95권 0호 발행 연도 : 2020 페이지 : pp. 133-147 (15 pages)

다운로드

(기관인증 필요)

초록보기

The aim of this study was to examine the effect of ethical consumption on the relationship between consumption value and fair tourism behavior intention. For empirical study, a survey was conducted during the period from November 4 to 15, 2019 in Busan, Korea and 150 samples were used for the final analysis. According to the analysis, consumption value such as functional value, emotional value and epistemic value affected critically on fair tourism behavior intention. The positive buying and local buying of ethical consumption had a moderating effect on relationship between consumption value and fair tourism behavior intention. Practical and theoretical implications of the results were addressed with the directions for future study.

9축제 참가자가 체험한 축제 주제관이 축제만족과 행동의도에 미치는 영향: 제47회 의령 의병제전을 중심으로

저자 : 정찬영 ( Chanyoung Jung ) , 김주호 ( Juho Kim )

발행기관 : 관광경영학회 간행물 : 관광경영연구 95권 0호 발행 연도 : 2020 페이지 : pp. 149-164 (16 pages)

다운로드

(기관인증 필요)

초록보기

Nowadays it is becoming a trend in Korea to install thematic halls at festivals. The theme of a festival plays the important role of making people visit the festival, and it also serves as a catalyst to help the understanding of the regional culture. Therefore the aim of this research is to analyze the relationship between festival satisfaction and behavioral intention of the visitors of the 47th Uiryeong Righteous Army Festival.
The implications of this research are the following. As for the results, it was found that the relationship of some component factors of the festival's thematic hall such as 'Guide', 'Structure of the Thematic Hall', and 'Learning Efficacy' significantly affect festival satisfaction and behavioral intention. Futhermore, festival satisfaction also has a significant effect on behavioral intention. Thus, based on the results of this research and previous research, it can be stated that thematic halls at festivals help the understanding of the regional culture and the local identity, and even have a positive effect on festival satisfaction and behavioral intention. In conclusion, festival makers should take into consideration the characteristic factors of festivals' thematic halls such as 'Guide', 'Structure of the Thematic Hall', and ' Learning Efficacy'. Through these results, this paper contributes to the diversification of research on festival evaluation from an economic point of view, from the point of view of service etc, and also provides theoretical and practical implications.

10O2O서비스품질 특성과 지각된 유용성, Flow경험 및 고객 가치공동창출과의 관계에 대한 연구: 기술수용모델을 적용

저자 : 김태욱 ( Taeuk Kim )

발행기관 : 관광경영학회 간행물 : 관광경영연구 95권 0호 발행 연도 : 2020 페이지 : pp. 165-191 (27 pages)

다운로드

(기관인증 필요)

초록보기

The purpose of this study is to figure out the influence of o2o service quality characteristics on customer value co-creation, and verify the mediating effect of perceived usefulness and flow experience. Specimen are mobile hotel booking application user, aged 18 and above, 59 and below. Survey was started at Oct.03.2019 for 1 month with 350 questionaries, total 310 samples were used for actual analysis. We used IBM SPSS 21.0 program on analysis for demographic quality, used R to perform PLS PM(Partial least squares path modeling) analysis. On H1-2 and H1-3, information quality showed significant effect on perceived usefulness. On H3-2 and H3-3, system quality and service quality showed significant effect on perceived usefulness. On H5-1, perceived usefulness showed significant effect on advocacy. On H6-1 and H6-3, Flow experience showed significant on advocacy and helping. On correlation between perceived usefulness and feedback, old group showed negative effect while young group had positive effect; H5-2 is adopted. On correlation between perceived usefulness and helping, old group showed negative effect while young group had positive effect; H5-3 is adopted. Through this study, few meaningful information to predict customer behavior is found via analyzing patterns of hotel application usage; correlation between o2o service quality characteristics and value co-creation is confirmed, mediating effect and role between perceived usefulness and flow experience is verified.

주제별 간행물
간행물명 수록권호

KCI등재

Tourism Research
46권 2호 ~ 46권 2호

KCI등재

관광학연구
45권 5호 ~ 45권 5호

KCI등재

관광연구
36권 4호 ~ 36권 4호

문화관광연구
23권 1호 ~ 23권 1호

KCI등재

MICE관광연구(구 컨벤션연구)
64권 0호 ~ 64권 0호

KCI등재

관광학연구
45권 4호 ~ 45권 4호

KCI등재

이벤트컨벤션연구
42권 0호 ~ 42권 0호

KCI등재

동북아관광연구
17권 2호 ~ 17권 2호

KCI등재

관광경영연구
103권 0호 ~ 103권 0호

KCI등재

관광학연구
45권 3호 ~ 45권 3호

KCI등재

관광연구
36권 3호 ~ 36권 3호

KCI후보

여가관광연구
34권 0호 ~ 34권 0호

KCI등재

MICE관광연구(구 컨벤션연구)
63권 0호 ~ 63권 0호

KCI등재

관광연구
36권 2호 ~ 36권 2호

KCI등재

Tourism Research
46권 1호 ~ 46권 1호

KCI등재

관광경영연구
102권 0호 ~ 102권 0호

KCI등재

동북아관광연구
17권 1호 ~ 17권 1호

KCI등재

이벤트컨벤션연구
41권 0호 ~ 41권 0호

KCI등재

관광연구
36권 1호 ~ 36권 1호

KCI등재

관광학연구
45권 2호 ~ 45권 2호
발행기관 최신논문
자료제공: 네이버학술정보
발행기관 최신논문
자료제공: 네이버학술정보

내가 찾은 최근 검색어

최근 열람 자료

맞춤 논문

보관함

내 보관함
공유한 보관함

1:1문의

닫기