A Study on The Hospitality Characteristics of Spatial Design - Focusing on The Face-to-face Service Space of Public Offices -

서지정보

· 발행기관 : 한국공간디자인학회
· 수록지 정보 : 한국공간디자인학회 논문집 / 15권 / 6호 / 133 ~ 144페이지
· 저자명 : 이돈일

초록

(Background and Purpose of Study) The emergence of a global pandemic and the Fourth Industrial Revolution are rapidly changing the way of meeting. Although non-face-to-face contact is becoming a daily routine, face-to-face contact makes people more strongly aware of communication and experiences through real experiences, and for emotional perceptions to be remembered as favorable after meeting, mutual hospitality is fundamentally necessary. Therefore, this paper intends to present hospitality characteristics to be improved in space by deriving the characteristics in a face-to-face situation based on the face-to-face service space of public offices by focusing on the communication structure of a visitor and a host among various social interactions, embodying the structure of host hospitality through Erving Goffman's theory, and structuring the meaning of hospitality in space. (Methodology) First, the philosophical concept of hospitality is examined through theoretical review, and the structure of hospitality in the service space is examined based on the Erving Goffman's social interaction. Next, the detailed elements are extracted through the FGI (Focus Group Interview) analysis by categorizing the hospitality characteristics in space and classifying the elements according to the characteristic type from the implications of theoretical review and the results of a comparative analysis on previous studies. For verification, SPSS Ver. 22.0 was used as an analysis tool, descriptive statistics were used to find out the frequency, mean, standard deviation, and variance of each item, and reliability of the scale (Cronbach's α) and exploratory factor analysis were performed to determine final items. Finally, based on the derived characteristics and elements, this study analyzed the contact point of the interaction between a provider and a user, and structured a multiple interaction matrix to derive multiple service characteristics of hospitality in a service space. (Results) As a result of the service characteristics of hospitality examination, it was classified into human, space, program systems, and responsiveness, reliability, empathy, and kindness were derived as characteristics from the human classification. Next, accessibility, comfort, communication, and expediency were derived from the spatial classification, and promptness, convenience, accuracy and fairness were derived from the program classification, from which appropriate detailed items were derived to conduct an analytic study. Among the service characteristics of hospitality provided in space, the evaluation of kindness, communication, and promptness was the lowest. (Conclusions) If the user felt that he received hospitality from the service, hostility was formed toward the service provider whom the user encountered in person, however, in reality, there were other attributable elements. For that reason, services must be provided in an integrated frame to realize the hospitality service. In particular, if kindness, communication, and promptness are addressed first, it will be a way to change the service evaluation of the user from response to hospitality.

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