Taegoo Terry Kim

Post‐recovery customer relationships and customer partnerships in a restaurant setting

Purpose – The purpose of this study is to develop and test an integrative model that explores the structural relationships among perceived justice, service recovery satisfaction, post‐recovery customer relationships, and post‐recovery customer partnerships.Design/methodology/approach – The self‐administered survey was distributed to restaurant customers who had experienced service recovery in the previous six months. Path analysis was performed to estimate the research model and to test the research hypotheses.Findings – The study findings advance the understanding of the beneficial effects of effective service recovery on long‐term relationships and on partnership building with the customers.Research limitations/implications – This study examines post‐recovery customer relationships and post‐recovery customer partnerships as outcome variables of service recovery satisfaction. Future research should be followed to deepen the understanding of the two consequence variables in different contexts of the hospi...

The HOINCAP scale: measuring intellectual capital in the hotel industry

Intellectual capital (INCAP) emerged as a topic worthy of academic and practical investigations in the early 1990s while the research and practice of INCAP has not been popular in the hotel industry until recently. Very few measurement frameworks specified the value of INCAP in the hospitality literature. The purpose of this study is to develop a measurement scale (named hereafter the HOINCAP scale) to identify the dimensions and sub-dimensions of INCAP in the hotel industry. The three dimensions of HOINCAP – human, organizational, and customer capital – were verified through a second-order factor model composed of four, five, and six sub-dimensions. The HOINCAP scale shows strong evidence of reliability, convergent, discriminant, and nomological validity. The implications of the scale are discussed for future research and INCAP management in the hotel industry.

The Moderating Effects of Resident Characteristics on Perceived Gaming Impacts and Gaming Industry Support: The Case of Macao

ABSTRACT Based on a joint use of social exchange and social representation theories, this study examined the moderating effects of resident characteristics on the relationships between perceived gaming impacts, gaming benefits, and industry support. The findings demonstrated that the relationships changed when the resident characteristics (age, education, tourism industry dependence, and community attachment) were introduced to the structural model as moderators. The study provides a better understanding of which subgroup of people within a community are more or less disposed to certain impacts of gaming. The theoretical and practical implications were discussed.

Does hotel employees’ quality of work life mediate the effect of psychological capital on job outcomes?

Purpose This study aims to investigate quality of work life (QWL) as a partial mediator of the impact of psychological capital (PsyCap) on service recovery performance (SRP) and turnover intentions (TI). Design/methodology/approach Data were obtained from 288 frontline employees in ten five-star hotels with a one-month time lag in three waves in Busan, Korea. Structural equation modeling was used to assess the direct and mediating effects. Findings As expected, PsyCap heightens QWL and SRP, while it reduces propensity to leave the current organization. QWL partially mediates the association between PsyCap and the two critical outcomes. Practical Implications Management of hotels should recognize the importance of PsyCap and assess candidates’ PsyCap during selection process. Using the PsyCap questionnaire, organizations can select candidates who possess positive personal resources. In addition, hotels may consider the assessment of frontline employees’ PsyCap to ascertain which employees can succeed in challenging situations. It is also important to create a healthy and happy environment where employees are willing to be more productive and contribute more to organizational performance. Originality/value The extant hospitality research is devoid of empirical evidence about the outcomes of PsyCap and QWL such as SRP.

Motivate to innovate: How authentic and transformational leaders influence employees’ psychological capital and service innovation behavior

This study aims to empirically test a research model investigating the effects of authentic leadership (AL) and transformational leadership (TL) on follower service innovation behavior (SIB) with follower psychological capital (PsyCap) as a partial mediator.,Using data from a sample of 336 full-time frontline employees across 15 five-star hotels in Seoul, South Korea, over a time lag of one month, hypothesized relationships were analyzed with structural equation modeling.,The results suggest that AL has a greater effect on follower PsyCap and SIB than TL. In examining the role of PsyCap as a partial mediator, the results support the hypotheses that AL and TL trigger follower SIB directly but at the same time boost follower PsyCap, thus enhancing follower SIB.,The greater impact of AL on follower PsyCap and SIB suggests that the practice of corporate human resource management should place an emphasis on AL traits in leadership development. This study offers a useful perspective on the development of follower PsyCap and SIB by linking leadership traits.,By discussing AL and TL together within a single research framework, the study extends organizational psychology research by linking TL and AL to two important organizational psychological and performance variables, and exploring their comparative effects.

When customers complain: the value of customer orientation in service recovery.

Frontline hospitality employees inevitably face customer complaints and verbal aggression from time to time. Some employees seem to be able to shake off this negative energy and offer service recovery, while others collapse under such onslaughts. This study of 243 frontline employees of casual dining restaurants in Korea found that customer orientation is an important factor in employees’ ability to avoid emotional exhaustion and provide service recovery. The study first establishes the harmful relationships among customer verbal aggression, emotional exhaustion, and (successful or failed) service recovery performance. By incorporating customer orientation into the model, the study documents its buffering role as a personal coping resource. In summary, (1) customer verbal aggression intensifies emotional exhaustion, (2) emotional exhaustion mitigates service recovery performance, (3) customer verbal aggression does not mitigate service recovery performance, (4) emotional exhaustion fully mediates the harmful relationship between customer verbal aggression and service recovery performance, and (5) the detrimental effects of customer verbal aggression are greater among employees with low customer orientation than high orientation employees with regard to the effect of emotional exhaustion on service recovery performance.

Servant leadership, organisational trust, and bank employee outcomes

ABSTRACT Using servant leadership and social exchange theories as the theoretical frameworks, our study proposes and tests a research model that investigates trust in organisation (TIO) as a mediator of the impact of servant leadership on three critical outcomes. These outcomes are intention to be late for work (ILW), creative performance, and service recovery performance. Data obtained from frontline bank employees in three waves at one-week apart and their managers in Saint Petersburg in Russia were used to test the aforementioned relationships. The results demonstrate that TIO is an immediate outcome of servant leadership. TIO gives rise to lower ILW and higher creative and service recovery performances. The aforesaid findings reveal that servant leadership mitigates ILW and boosts both creative and service recovery performances only through TIO. Implications for theory and practice are discussed in our paper.

Economy Impact of Tourism Industry in Korea - Input/Output Analysis

The analysis of the tourist industry in relation to the general industries is of high use as a means to measure an economic effectiveness as the interest in the policy of service industry increases. From the Input-Output Tables of both 2007 and 2008, Inverse Matrix Coefficients, Imports Requirement Coefficients, and Value Added Requirement Coefficients have been derived. As a result of analysis, the main indexes of the industry-related analysis have almost no differences as compared with those of the 1980s. In spite of the reduction in the scope of the tourist industry in this paper, it is estimated that the reason why the above-mentioned result has been derived is that the influence of today`s tourist industry grows bigger than that of the past. In the future studies, the agreement on the classification of tourist industry is requested. In addition, all kinds of calculations have to be derived in general, and the general parts of the tourist industry have to be analyzed in details.

Health tourism: Needs for healing experience and intentions for transformation in wellness resorts in Korea

Purpose – The purpose of this study is to explore the effect of tourists’ needs for healing experience (NHE) on behavioral intentions for transformation (BIT) with healing involvement (HI) as a mediator. Using the two sub-constructs of BIT in the tourism industry (i.e. selection of healing tour products and transformational intention of healing tour behavior), this study evaluates BIT. Design/methodology/approach – The survey was administered to visitors in healing resorts/centers in Korea; 383 completed surveys were used to investigate the hypothesized relationships of this study using regression analysis. Findings – The study results confirmed the hypothesized relationships: the positive effects of NHE on BIT and the significant mediating role of HI in the relationships between NHE and BIT. Practical implications – The relationships among NHE, HI and BIT can improve the understanding and practices of healing experience and the development of healing products in the tourism industry. This study offers a meaningful and extended perspective on customers’ experience and product development by interpreting customers’ desires and needs. Originality/value – This study explores the under-researched subject of NHE and HI from a transformative economic perspective. The study is among the first to examine the structural relationships among NHE, HI and BIT. The uniqueness of the study is highlighted by the use of two sub-dimensions of the BIT industry (i.e. selection of healing tour products and transformational intention of healing tour behavior) in a tourism context.

Making the Concept of city brand for using tourism contents -C city-

The focus on the tourism development after executing the local self-governing system has been changed into a software from a hardware. Especially, the local self-governing bodies in recent years have found their local attractions, and then made them into the tourist contents (branded as a kind of commercial article) which can represent their local culture and environment. They are positively making the most of the contents for their public relations. But, as the tourist contents are used as a limited form, they need to be developed as a city brand which is comprehensive and unifying. Accordingly, in this paper, the C-city was selected as an example. and a city brand of C-city was made on the basis of the tourist contents.