CRM의 장점은 원하는 고객에 대해서 마케팅 노력을 기울일 수 있고 그 결과로 마케팅 비용을 줄이고 효율을 높일 수 있는 것이다. 그리고 마케팅 전략 수립에 대한 방법의 변화와 그 수행방법의 변화가 CRM에 있기 때문에 여기에 따른 절차와 문화, 조직구조까지 변화 시킬 수 있다. 이를 방지하기 위하여 CRM교육이 필요하며, 그 중요성을 인식하고 실행하여야 한다. 그리고 경영환경에 적합한 마케팅 전략 수립이 필수적이다. CRM의 정확한 이해와 적합한 수행이 있어야만 병원경영의 목표달성에 도움이 된다. 그러나 CRM자체의 문제가 없는 것도 아니다. 무엇보다 전문 인력이 부족하면 시스템 구축과 마케팅이나 컨설팅 인력을 확보하여 프로젝트의 부실화를 방지하여야 한다. 다음은 실업자들의 업무패턴을 파악하고 사용자의 편의를 고려한 적용이 있어야 한다. 고가의 비용을 투입하여 CRM을 실행하였다 해도 사용자 교육의 미비가 생기면 효율이 감소될 것이다. 역시 CRM의 적용에 있어서 호환이 되지 않으면 통합비용으로 별도의 비용이 지출해야 하므로 비용의 증가를 감수하여야 한다. 환자의 의료의 질에 대한 만족은 환자의 주관적 개념으로 동일한 의료서비스에 대하여 환자들은 저마다 다르게 의료의 질을 평가하게 된다. 대부분의 환자들은 자신의 욕구와 의료의 질에 대한 기대를 가지고 병원을 방문하여 의료의 질을 평가하게 된다. 대부분의 환자들은 자신의 욕구와 의료의 질에 대한 기대를 가지고 병원을 방문하여, 그것을 의료제공자가 충족시키는 정도가 환자의 만족도를 결정하게 된다. 의료의 질은 의료서비스에 대한 만족과 밀접한 관련이 있다. 의료의 질과 만족은 강하게 연관이 있으면서도 양자는 분명히 다르다. 의료의 질에 대한 평가와 만족도는 매우 일치도가 높다고 볼 수 있다. 이것은 의료의 질적 수준이 높으면 환자만족도도 높다는 것을 의미한다. 따라서 본 연구는 병원의 환자관리를 위한 CRM 마케팅의 전기를 실증적으로 역설하고 이의 도입을 통한 효과와 문제점, 이에 대한 대응방안을 제시하고, 모범적인 CRM운영 사례를 제시함과 동시에 효과적인 의료의 질 경영을 구현하고 이것이 환자의 의료서비스 만족도를 높이는 결과인 것을 모색하는 것이 본 연구의 목적이다.

The point of this study is to analyze the difference between the outsourcing staff and the permanent staff. Also, to do a comparative analysis of the degree of understanding of the two groups with regards to elements of the major organization culture. The subjects of the study carne from 9 Catholic hospitals, the outsourcing staff being 198 and the permanent staff being 206. A survey was conducted with them, using SPSS 12.0 and carrying out t-test and ANOVA. A summary of the actual results of this analysis are as follows: Among the elements of organization culture (principles of understanding, practice, education, values, work environ) there appeared a high level of understanding among the permanent staff. As for satisfaction about the facilities, the outsourcing staffs' satisfaction level was higher. Second, the results of analyzing the effectiveness of the factors in job satisfaction and involvement - show that as the elements of education, values, work environ etc. were rated higher, job satisfaction came out higher. Contrary to that, job satisfaction was lower as the work hours lengthened. Through the results of the above study, education program for the outsourcing staff are helped to understand the hospital's special characteristics, unique philosophy and values. Therefore, it is needed the development of new techniques of management for the outsourcing staff; through setting up a department whose whole responsibility is the education and administration of the outsourcing staff, their job satisfaction and involvement will improve.

The purpose of this study is to shed light on the effect of work-family conflict on organizational effectiveness, focusing on the moderating effect of organizational support among married working women of health services organizations. Data were collected from 149 married working women of health services organizations located in Busan Metropolitan areas by structured self-administered questionnaire. Main results of this study is as the following: First, based on the type of work-household conflicts, namely time-based conflict(2.82 points), strain-based conflict(2.81 points) and behavior-based conflict(2.69 points), working women mainly experienced time and strain-based conflicts. The level of work-household conflicts was significantly higher among younger groups, highly educated, nurses, and regular workers. Second, the perceived organizational effectiveness found to be an above-average. Especially scores were high in the subcategories of customer orientation(3.84), followed by organizational commitment (3.42) and job satisfaction(3.19). The level of organizational effectiveness was significantly higher among older groups, medical technician and administrative job holders, day-time workers, and higher income groups. Third, the results of the regression analysis on the effects of work-household conflicts on organizational effectiveness showed that strain-based conflicts have a significant negative effect on organizational effectiveness such as job satisfaction and organizational commitment. Fourth, organizational support found to have a strong controlling effect for strain-based conflicts on organizational effectiveness. Above results imply that practical family-supportive policies for lessening the work-household conflicts is crucial for enhancing organizational effectiveness in health services organization.

The study is designed to compare differences between male and female Internet users in present Internet use conditions, Internet addition, self-respect, and deviation from a health life and analyze and understand factors causing compulsive Internet use. The research is aimed at suggesting basic information to guide a desirable direction for healthy and effective Internet use. The survey of 456 students majoring in public health at some universities in the Pusan-Kyungnam areas was made in November, 2006. The results are as follows: As for general information on those surveyed the number of the males was 50(11.0%) and that of the females was 406(89.0%), which shows an absolute higher ratio of the female respondents. On a question of Internet use frequency 62% of the male students and 44.6% of the female students answered they use the Internet everyday. Also the male respondents' Internet use time was longer. 64.0% of the male students use the Internet for games and entertainment, which were the highest ranked reason. 64.4% of the female students said they use the Internet to check e-mails. To all the questions assessing Internet addiction, the male users' answers implied higher addiction levels, but there wasn't statistically significant difference. However, the statistically outstanding distinction between the two sexes on deviation from a health life is shown in smoking, cheating in a test, obscene video/books, and conflicts with parents. The most answered deviations among the male respondents are smoking, cheating in a test, and obscene video/books, while conflicting with parents is for the female students. On self-respect the survey has found statistical differences in five questionnaire items and the female showed higher levels in all those questions. The male students answered cheating in a test(0.399), conflicts with parents(0.391), and Internet use time(0.242) have significant plus(+) influences on their compulsive internet use, while alcohol(-0.308) has a minus(-) influence. The female students answered self-respect(0.114), alcohol(0.097), obscene video/book (0.218), conflicts with parents (0.243), and Internet use time (0.284) factors have plus(+) effects.

Considering the characteristics of the Korean family which maintain a close connection with their patients from the moment of their falling sick to hospitalization to discharge, the family is the most important environmental factor of the social supporting system, and is the important object of the client as well as activity system. The medical social work intends to meet the practical needs of aged chronic patients, providing them and their family with a professional human service. The end of this study is to find out the hardships of both the aged chronic patients and their family as well as their needs for the social welfare service, and to search out the way of comprehensive social work service. The summary of the analysis of the survey is as follows: 1. The needs of aged chronic patients are divided into those of the solution of the problems of falling ill, social welfare program and discharge. Those needs arc affected by the various factors of the types of hospitals, the patients' age, the kinds of insurance, and the supporting systems, etc. Accordingly, the assessment of the needs of the patients are asked to be done comprehensively in accordance with the kinds of diseases and social environments. 2. The importance of the family to the aged chronic patients is evident. The family plays a decisive role in the patients' hospitalization and discharge, the family being an important supporting system and making it necessary to take an approach to client system. The family has difficulty in getting connection of community resources, in adapting to social life after the patient's discharge, and in paying the treatment. The family suffers the secondary hardships more than the burden of the treatment expenses. 3. For this reason various interventions are needed to reduce the stress caused by supporting and nursing patients. Thus the social welfare service for the aged chronic patients and their family needs the following prepositions: 1. It is the characteristics of the aged chronic patients that they need continuous care and that the strengths of the patients and their family cannot be too much emphasized, and that comprehensive assessment based on the connection 'with the community and the mutual interchange 'with the environment, is much emphasized. 2. The family of the aged chronic patient is a resources system as well as a client one. 3. Another characteristic of the aged chronic patients is that with the resources connection in mind, it needs an active intervention of social workers in the community. With these prepositions considered, the development of practical social work service for the aged chronic patients is thought urgently needed.

The start point of a franchise system such as Lotteria was in 1979. Since 1990, the franchise systems in Korea have rapidly spread over all industry types. As 'Franchise Law' was enforced in 2002, the expansion of a franchise picked up its' speed. The barbers and beauty parlors business has the same expansion trend. However, there was no study about the franchise systems in the barbers and beauty parlors business. The purpose of this study was to find the goodness of fit of the structured equation model proposed and identify the significances of relationships in the variables of justice perceptions, trust, satisfactions, business performances, switching barriers, switching cost etc. This study tries to find a solution for a good development between franchisor and franchisee in the barbers and beauty parlors business in Korea. The theoretical considerations about justice of this study is limited in reciprocal relation justice and procedure justice. And it did make simplify for trust, satisfaction, business performance, switching barrier. And switching barrier did measure as dimension of switching coot. From October 26, 2005 to October 29, this study collected 250 survey questionnaires from the franchisees located in Seoul, Busan, Daegu, Ulsan, and Keoyng-Nam. In analyses of using SPSS Windows 11.0 and LISREL 8.14, this study used 208 cases because 48 cases did not response appropriately. Tn conclusions. reciprocal justice perception and procedure justice jointly determined trust. Secondly, reciprocal justice perception significantly determined satisfaction. Procedure justice perception negatively determined satisfaction, but this relationship was not significant. Thirdly, reciprocal justice perception positively influenced business performance, and procedure justice negatively influenced business performance, but the last relationship was not significant Fourthly, trust positively significantly influenced satisfaction and business performance. Fifthly, satisfaction positively influenced business performance and true determined switching barrier positively. This study shows following: firstly, a composition concept did make structural relationship and secondly, a reciprocal relation justice of a franchisor did appear as an important variable and it gives positive influence to trust, satisfactions, business performance, switching barriers of the franchisees.

This Study aims to examine the relative importants of various tasks of EMT and to examine knowledge level and problems associated with AED. It is based on the survey of paramedics and rescurers. The instrument by Hoe Sum Lim(1999) was used. as the questionaire for this research. The collected data were analyzed by means of $x^2$ test, t-test, and measured by percents. The results for this study were follows: 1) Among the tasks of EMI, "Basic Life Support" were rated as the most important, followed by "O2 supply" and foreign-body removal from mouth. 2) Some of the lower level of importance in task were Intubation, IV, dextrose infusion of Hypoglycemia, NTG S/L for chest pain, hydration for fluid therapy, brochodilator IV for Bronchial Asthma. 3) Some of the lower level of importance in task were apply of MAST, Vital Sign check and administration of traction & spine immobilization & air splint. 4) The most important reason that the used of AED is delayed is "unclear boundary of treatment directed by medical control".

Currently, we have seen sudden increase of demand for emergency medical services by reason for high-speed economic development increase of traffics, etc. in this society. Consequently the government enforced & operated emergency medical system in 1991 as a link of more positive countermeasure against it, but many problem; still remain in reality. In particular, the regional emergency medical center designated by the Ministry of Health and Welfare falls short of our expectations for its essential role by the reason of such as insufficiency in professional manpower and institutions concerned in small-scale hospital, matters with transportation system, preference of large hospital, etc. Therefore, this study was conducted grasp for the actual conditions of emergency medical system based upon literature research & the preceding studies and interview research the motive of coming hospital, satisfaction & understand to the subject of 150 persons of patients and their guardians who used regional emergency center of Pusan National University Hospital, thereby examining & analysing the cause of emergency room overcrowding by non-emergency cases, one of the problem; enumerated from preceding studies. The main result of this study is as follows. First the actual condition of non-emergency patients coming hospital for examining overcrowding of emergency medical center showed that, of the patients who used the emergency medical center, non-emergency patients accounted for 49.3%, which acted as the main cause of delaying medical care for emergency cases, cases of which medical person or first-aid man decided to come hospital accounted for 36.1 %, thereby suggesting essential need for re-education & wide public information to even the professional manpower besides patients & guardians for their using emergency medical system. Second, as the result of researching patient acknowledgement with reference to their using emergency medical center, the rate of their giving right answer is no more than 60%, which means that non-emergency cases' using as such is due to the shortage of their knowledge of the said emergency medical center, which suggests us that wider P.R for emergency medical system to common people who may be one of the patients of it at any time is still in need. Third, the result of researching for finding out a future remedy of emergency medical system showed that the users who know well of the way of using emergency medical center had relatively high satisfaction of it, ones who have lesser knowledge of it lower satisfaction and users who feel in need of emergency specialized manpower feel the necessity of public information of emergency medical information center(1339) at the same time. The finding of examining the subject of study, in conclusion, showed that the degree of the patients & their guardians' understanding of emergency medical system is lower and the medical persons concerned also had no distinct difference in their understanding of it from the common people's, which suggests us for extensive enforcement of systematic education and public information in aspect of the government via various media for the purpose of effective operation of emergency medical center.

The current hospital industry is showing relatively low profitability in comparison with other industries due to the low medical fees and high costs. Therefore, our government presented the direction of improvement through model execution and support of the specialized hospitals. However, it is estimated that the specialized hospitals also will show differentiated management performances in accordance with their specialized fields due to the characteristics of medical treatment. Therefore, this study had attempted an analysis on the financial index in accordance with the weight of medical treatment items for the rehabilitative medicine department among the whole hospital groups through getting out of analyzing financial indices of individual hospitals centered at their costs. For this p개pose, this study had carried out its research by partially reciting the study on the plan for utilizing participations of private health resources to expand rehabilitative medicine services into the private people of the Korea Health Industry Development Institute(KHIDI). As its results, it was shown that the stability, profitability, activity and productivity of hospitals with high weight of medical treatment for the rehabilitative medicine department were lower than those for the general hospitals. To support smooth operations of these hospitals 'with high weight of medical treatment for the rehabilitative medicine department or of specialized rehabilitation hospitals, it is judged that the plan such as the support for hospital management fund and the additional recognition on the rehabilitative fees, etc. together with the actualization of medical fees must be provided for the institutions which are providing rehabilitative medical services more than the fixed percentage and being equipped with the sufficient medical equipment and personnel to do them.

As the level of the national income has been improved and the whole nation health insurance project has been spread, medical demand for dental health is also increasing. To cope with the increased medical demand, the need of dental health education and preventive dental care is recognized, and the number of dental hygienists is being increased with increase in dental clinics and hospitals. While more weight is actually given to treatment than prevention in hospitals, emphasis is placed on prevention in public health centers of state-run organizations and dental hygienists are performing the duty. According to this, dental hygienists shall be treated and recognized as professionals, who instruct people in dental health and assist the dentists in hospitals. Therefore to suggest vision to the students of department of dental hygiene, give them a solid motive, and inspire them with professional sense so that they can devote themselves to their duty with pride and self-confidence in the field can lead to contribution to dental health of each individual and the whole nation, in order to train them to be dental hygienists who are active and strive for change and development as professionals and capable of adapting themselves to the field of dental medicine. In this study, the professional sense and the recognition of the way of students belonging to department of dental hygiene were examined and based on this, a new direction for department of dental hygiene of three-year college was suggested.

There become more people suffering from cancer, so the number of cancer patients are increasing as well. However, cancer patients should go through a lot of psychological and physical stress because of side effects of drugs, especially alopecia, during the treatments for cancer. Especially female patients relatively more take care of their appearance, therefore it imposes much more psychological stress for them. Most of the patients choose wig as an alternative, but it is difficult for them to choose right wigs because of their lack of knowledge about wigs. Wigs not only make up for the bald hair but helps asthetically if patients choose right wig which goes well with their face, and eventually helps patients have self-esteem and makes them be positive in their social activities. The purpose of this research to offer right data and qualitative aid about wig, so that it can enhance the quality of cancer patients' lives.