• Culinary science and hospitality research
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• v.17 no.2
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• pp.168-181
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• 2011

The purpose of this study is to establish an effective marketing strategy as the marketing management strategy by inquiring into the effect of service recovery justice on relationship benefit, relationship satisfaction and long-tenn relationship orientation in food service industry with food service customers. This study showed that the service recovery justice has a positive effect on the relationship benefit according to procedural, interactional and distributive justice, and the customer satisfaction is maximized through the relationship benefit, continuing the relationship as long-tenn friendship customers. That means that despite service companies' many efforts, including the establishment of a goal related to service, as their service failures happen frequently by various internal or external factors, active work is needed through the fair relationship benefit as the service recovery strategy to deal with these service failures positively and keep the customer satisfaction and long-tenn relationship orientation.

• Culinary science and hospitality research
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• v.22 no.6
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• pp.120-131
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• 2016

The purpose of this study was to examine the structural relationship between customers' perception of authenticity, justice, customer commitment, and customer behavior in franchise coffee shops. To test the hypotheses of the study, a total of 428 customers in Korea were considered in an empirical analysis using a two-step structural equation model (SEM) approach. In particular, employees' authenticity had relatively great influence on customers' continuous and affective commitment and their justice had greater influence on customers' normative commitment. Also, customers' continuous commitment, normative commitment, and affective commitment significantly influence customer participation behavior, while normative commitment and affective commitment have a significant effect customer citizenship behavior. Research thus far divided justice and authenticity into separate concepts and examined relation with customer commitment or behaviors but the present study put cognitive process of justice and emotional process of authenticity on the same line and evaluated their different influence on customer commitment and behaviors, thereby verifying that not justice perceived by customers induced desirable customer behaviors but authenticity they felt with their heart played a more superior role in customer commitment or behaviors. This means that authentic services rather than justice induce customers' positive behaviors.

• Culinary science and hospitality research
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• v.23 no.6
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• pp.110-117
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• 2017

This study intended to examine transitive relation among customer incivility perceived by deluxe hotel frontline employees, burnout, and deviant workplace behaviors and clarify the moderating effect of employees' stress. A total of 230 employees working in deluxe hotels in Seoul, the capital of Korea, in 2017 comprised the sample in this study. The hypothesized relationships in the model were tested simultaneously by using structural equation modelling (SEM). As results, customer incivility perceived by deluxe hotel frontline employees had significant (p<.001) positive influence on their burnout(${\beta}=.38$, t-value=4.93). Employees' burnout positively influenced their deviant workplace behaviors (${\beta}=.56$, t-value=7.22). In addition, customer incivility was found to positively affect employees' deviant workplace behaviors(${\beta}=.26$, t-value=3.90), and therefore, the moderating role of stress level was not verified. The findings of this study suggested that deluxe hotels are supposed to enhance their frontline service by providing orientation for customers through promotion materials. Limitations and future research directions of this study were also well established and discussed.

• Culinary science and hospitality research
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• v.14 no.2
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• pp.237-248
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• 2008

This study is on the carving decoration which makes visual beauty and luxury mood upon serving foods to customers in the food service industry. It investigated 413 cooks working for hotels and luxury restaurants to examine how they recognize carving decoration. The purpose of this study is as follows. First, it examines the present condition of educating cooks about carving decoration. Next, for their general perception of carving decoration, it investigated the most popular field in which carving decoration is used, the types of carving decoration they want to learn most, and the types of business which need carving decoration most by the type of carving. The research result finds out that many cooks have much interest in carving decoration, and it seems that carving decoration is necessary when they are working. However, educational institutions they can learn the skills have not been established. This research shows its necessity in the education system with fundamental data.

• Journal of Korean Society for Quality Management
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• v.42 no.1
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• pp.15-32
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• 2014

This study examines the relationship between tip amount and its possible antecedents: bill size, the Big Five personality types, meal type, food quality, atmosphere, service quality, consumer gender, server gender, customer hospitality experience, race, and alcohol consumption. A survey of southeastern undergraduate students was conducted to collect information about the customer, server and customer tipping habits. While the analysis suggests that service is an important factor, it shows that other factors affect tip amount. Furthermore, these factors affect tip amounts in many different ways. Some examples of these factors include bill size, alcohol consumption, gender dynamics, meal type, food quality, and personality type. The conclusion suggests the intuition behind these factors by providing a dissection of their meaning and their importance to servers, customers, and managers alike. Purpose: This study tests restaurant customer tipping habits and some personality traits that have received limited previous attention as predictors of tipping. Methods: This study is that the tip amount was self-reported, business students at a university in a large southeastern city of USA were asked to complete a tipping journal. Results: This study was able to replicate the service-tipping relationship. Moreover, this study reiterated that server friendliness is a very powerful tool to increasing tips. Conclusion: This study strongly indicate that service has a positive relationship with tip amount, and also produce a positive relationship with emotional stability and a negative relationship to conscientiousness.

• International Journal of Internet, Broadcasting and Communication
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• v.14 no.3
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• pp.85-90
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• 2022

In this study, keywords from representative online portal sites such as NAVER, Google, and Youtube were collected based on text mining analysis technique using TEXTOM to check the changes in the restaurant industry before and after COVID-19. The collection keywords were selected as dining out, food service industry, and dining out culture. For the collected data, the top 30 words were derived, respectively, through the refinement process. In addition, comparative analysis was conducted by defining data from 2018 to 2019 before COVID-19, and from 2020 to 2021 after COVID-19. As a result, 8272 keywords before COVID-19 and 9654 keywords after COVID-19, a total of 17926 keywords, were derived. In order for the food service industry to develop after the COVID-19 pandemic, it is necessary to commercialize the recipes of restaurants to revitalize the distribution of home-use food products that replace home-cooked meals such as meal kits. Due to the social distancing caused by COVID-19, the dining out culture has changed and the trend has changed, and it has been confirmed that the consumption culture has changed to eating and delivering at home more safely than visiting restaurants. In addition, it has been confirmed that the consumption culture of existing consumers is changing to a trend of cooking at home rather than visiting restaurants.

• Journal of Korea Trade
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• v.27 no.4
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• pp.101-122
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• 2023

Purpose - Acknowledging the limitations of the widely-used concept of destination image, this study proposes the concept of tourism image using trade in tourism service on the basis of Leiper's (1990) tourism system. This new concept incorporates an image formed from South Koreans focusing on the tourist holistic experience relevant to the United States based on the tourist rather than the tourism destination. Design/methodology - A convergent parallel mixed-methods study design constituted the concept, which emerges from the analysis of narratives and quantitative examinations of South Koreans focusing on tourism experience to the United States. Findings - The study considers the following aspects in addition to destination image: first, images formed outside the destination, e.g., in the tourist generating region and the transit region; second, non-hedonic images, which are a part of the tourist experience despite not directly involving a visit to the tourist attractions; and third, non-service-driven elements, such as co-created destination images formed from interaction with residents and fellow tourists. Originality/value - The tourism image concept allows consideration of aspects that have been overlooked in destination image studies yet may affect the image of the tourism experience.

• Journal of Smart Tourism
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• v.3 no.1
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• pp.41-47
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• 2023

Tourism and hospitality have encountered significant changes in recent years as a result of the rapid development of information technology (IT). Customers now expect more expedient services and customized travel experiences, which has intensified competition among service providers. To meet these demands, businesses have adopted sophisticated IT applications such as ChatGPT, which enables real-time interaction with consumers and provides recommendations based on their preferences. This paper focuses on the AI support-prompt middleware system, which functions as a mediator between generative AI and human users, and discusses two operational rules associated with it. The first rule is the Information Processing Rule, which requires the middleware system to determine appropriate responses based on the context of the conversation using techniques for natural language processing. The second rule is the Information Presentation Rule, which requires the middleware system to choose an appropriate language style and conversational attitude based on the gravity of the topic or the conversational context. These rules are essential for guaranteeing that the middleware system can fathom user intent and respond appropriately in various conversational contexts. This study contributes to the planning and analysis of service design by deriving design rules for middleware systems to incorporate artificial intelligence into tourism services. By comprehending the operation of AI support-prompt middleware systems, service providers can design more effective and efficient AI-driven tourism services, thereby improving the customer experience and obtaining a market advantage.

• Culinary science and hospitality research
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• v.15 no.4
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• pp.227-244
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• 2009

This study was conducted to develop a multiple-item scale for measuring the food service quality in the restaurant industry. For developing the scale, Kelly Repertory Grid Methods were conducted. Collected data of food service quality were analyzed with the reliability analysis and the factor analysis of SPSS 12.0 and the 3rd-order confirmatory factor analysis of LISREL 8.70. The food service quality model of this study is conceptually based on the Brady and Cronin(2001)'s hierarchical approach to the service quality model. The hierarchical model of the food service quality which comprises three constructs of the physical environment quality, the interaction quality and the food quality as a primary dimension. The hierarchical approaches to the food service quality help overcome the limitations of the SERVQUAL model for which some arguments have been made that it lacks a clear division between the dimensions and its subsequent overlapping between them.

• Culinary science and hospitality research
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• v.22 no.1
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• pp.153-164
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• 2016

The purpose of this article was to examine the influence of physical environment on customer's buying-risk perception at franchise Korean restaurants. In this research factor analysis and multi regression analysis were used. Physical environment were divided to 3 factors and risk perception to 5 factors. Internal environment affected negatively financial risk (p<0.001), time risk (p<0.001) and psychological risk (p<0.001). External environment had negative influence on time risk (p<0.05) and psychological risk (p<0.05). And the other environment negatively affected financial risk (p<0.001), time risk (p<0.001) and psychological risk (p<0.05). According to these results, we confirmed that various physical environments influenced on the risk perception of customers. As a result, food service corporations need to deal with physical environment efficiently. And the findings of this research would help their business management to build effective service marketing strategies and to satisfy the needs of customers at franchise Korean restaurants.