• Korean Security Journal
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• no.39
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• pp.161-183
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• 2014

The job burnout of the private security guards who provide services through contact with customers can affect the overall the private security industry. So the managers need to make efforts to diagnose and evaluate the job burnout and provide continuous provision for the repatriation effect. However, up to the present, the job burnout measure for the private security guards has not been provided, so the objectivity of the information is questionable. For this reason, in order to establish the goodness of fit of the job burnout scale for private security guards based on the contents of the job burnout scale that was being provided to other service employees, this research aims to provide the scale to provide objective information compared with that of the past by applying the Rasch model of the item response theory. To achieve this purpose, the data on 379 private security guards working for the private security guard companies in the Gyeonggi region were collected, and the data were processed to suit the research purpose using SPSS 18.0 and AMOS 18.0, Winsteps programs. Through these research procedures, the following conclusion was obtained. With regard to the private security guards' measure of job burnout, as a result of factor analysis through the collected data, 4 questions were deleted, and as a result of the analysis of the goodness of the fit based on 18 questions, 4 questions were found to be inappropriate questions that did not satisfy the standard value, and the scope of the difficulty level of the questions from - 98 to 1.30 and the response reaction of a 5-point scale were found to suit the final private security guards' job burnout scale. In other words, the conclusion that it is appropriate to measure the private security guards job burnout scale with 3 factors and 13 questions was obtained. So if private security guards companies collect systematic data using the scale established in this research, and practice refresher training accordingly, they can reduce the private security guards' job burnout.

• Koreanishche Zeitschrift fur Deutsche Sprachwissenschaft
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• v.7
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• pp.1-24
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• 2003

우리는 지금까지 독일어와 한국어 두 언어간의 오류분석을 논의해 왔다. 특히 언어유형학적인 측면에서 몇 가지 오류유형과 분석을 시도했다. 그 결과는 대체로 다음과 같이 요약될 수 있다. 독일어와 한국어가 서로 근본적으로 상반되는 언어현상과 더불어 약간의 공통성을 나타내며 일정한 유형을 나타낸다. 이는 두로 인간의 언어습득장치에 기인된 언어습득의 결정주의(Determinismus)에서 비롯될 것이다. 언어특성/문제의 체계성/규칙성 또는 일관성은 이를 반영한다. 거대한 언어자료 중에 극히 미미한 일부, 즉 언어최소량를 정복함으로써 그 효용성을 극대화할 수 있는 것은 매우 중요한 의미를 지닌다. 이를 연구 이용하는 경우에는 엄청난 효과와 가능성을 기대할 수 있을 것이다. (1) 독일어와 한국어의 학습 및 오류분석에서 가장 핵심적인 것은 언어유형학적으로 드러난 언어특성, 즉 전치성(독일어/영어)과 후치성(한국어)이다. 이를 토대로 형성된 대립적인 면과 공통적인 문제를 체계화하는 것이 역시 오류분석 문제의 관건이다. 또한 독일어가 아직 후치성 언어(한국어(TXV))에서 출발해서 전치성 언어(영어(SVX))로 발전/변화해 가는 과정, 즉 중간단계인 TVX에 머물고 있다는 사실이 중요한 의미를 지닌다. 즉 그들의 대극성과 유사성을 연결하는 실마리로 볼 수 있기 때문이다. (2) 일치(Kongruenz)/상관(Korrelation) 및 반복(Wiederholung) 현상, 그리고 격변화와 인칭변화 현상은 어순문제와 더불어 형태론적 문제를 통해 문법적인 확인수단으로 작용한다. 이들은 대부분 체계적/구조적으로 나타나기 때문에 학습자는 흔히 같은 유형에서 반복적으로 오류를 범하기 마련이다. 이를 극복하기 위해서 언어 유형학적 오류분석을 이해하고 또한 이를 통해 오류를 줄이거나 예방하는 학습이 필요하다. (3) 명사가 한정사구 안에서 성/수/격에 따라 변화하는 것과 동사가 동사구에서 주어의 인칭/수에 따라 인칭변화 하는 것은 우리 한국인에게는 아주 이색적인 현상이다. 이는 양면적인 수식구조에 대한 확인수단 및 원자가에 의한 강력한 형식위주 언어인 독일어와 전위적인 단일 수식구조와 부정형 동사를 특성으로 형성된 핵/최소문 언어간의 필연적인 적응관계 및 결과라고 볼 수 있다. 이 두 가지 유형 역시 언어특성에 따라 도식화/공식화 할 수 있다. (4) 괄호현상, 즉 으뜸머리(Hauptkopf)가 버금머리(Nebenkopf)와 분리하는 것은 우리 한국인에게는 아주 이색적인 언어현상이다. 한국어에는 머리의 이동이 없기 때문이다. 긴 구문에서 버금머리를 잊어버리거나 실수하는 것은 모든 괄호구문에서 예견되는 결과이다. 그러나 이는 정치성과 후치성 언어간의 전이 과정으로 이해될 수 있다. 으뜸머리가 원래의 자리를 박차고 소속 구/문의 앞자리로 도약한 것처럼 느껴지기 때문이다. (5) 전치 및 후치 수식이 유동적으로 작용하는 독일어는 전치 수식만으로 고정된 한국어보다 복잡하지만 균형적인 언어구조이다. 이러한 수식구조에서 한국인은 흔히 형태 및 어순에서, 그리고 번역에서 오류를 범하고 만다. (6) 그러나 가장 중요한 것은 아는 것을 제대로 이용하는 문제이다. 모국어/L2를 자유로이 말하고 쓸 때까지, 즉 언어습득에는 일체이 문법이나 도표/도식을 이용할 필요가 없다는 사실이다. 이는 17세기 서구의 이성주의 철학자들의 한결같은 경고이다. 오늘날 초고속 과학문명에서 더욱 빛을 발하는 것은 당연한 결과이다. 한 언어 속에 들어있는 문법체계를 익혀 가는 것이 곧 언어습득 과정이지만, 이를 달성하는 가능성 내지 첩경은 실제적인 언어자료와 체험이지 결코 문법이나 추상적인 개념적 접근이 아님을 웅변하고 있기 때문이다. 핵심적인 문제는 모국어교육에서도 최대 장점인 대화를 통한 언어연습/대화 기회를 최대한 보장하는 데 있다. 또한 언어간섭 현상을 조장하는 분위기를 막아야 할 것이다. 이러한 의미에서 교수법 개발이 외국어/L2 성공의 관건일 것이다. (7) 언어학습에서 오류를 극복하는 데는 일차적인 실제 상황에 부합하는 대화적인 연습, 그리고 효과적인 언어자료 접촉, 즉 독서와 모방이 중요하다. 이차적이고 직접적인 것은 통사(Syntax) 및 형태론(Morphologie)를 익힐 수 있는 말/문을 끊임없이 익히는 일이다. 이것이 또한 언어최소량을 충족시켜 언어습득에 이르는 첩경이다. 자연 생태적인 모국어 학습 또는 조정 및 제도적인 언어학습에서도 실제상황에 어긋나는 문법적인 체계에 얽매이는 도식 및 도표 위주의 텟스트는 일시적인 기대일 뿐이다. 인간의 언어습득장치를 이해하지 못한 결과이기 때문이다. 문법적인 개념위주 접근은 상당한 설명이 필요해서 절박한 자료와 체험까지 앗아가기 마련이다. 더구나 이를 위해 수준을 무시하고 모국어로 일관하여 벙어리와 문맹을 자초하는 것은 참으로 어리석은 일이다. 지식 정보화 시대 및 세계화 시대에는 무엇보다도 교육 및 언어정책이 국가 발전의 원동력이다. 특히 영어를 비롯한 외국어 학습능력과 학습방법은 매우 중요하다. 학습자에게 말하고 쓰는 기본 능력을 보장하는 것이 급선무이다. 이를 위한 작업의 하나가 바로 언어간의 오류분석일 것이다. 언어의 습득과 활용이 체계적이듯이 오류분석 역시 상당히 체계적이다. 그래서 인간의 언어습득과 언어습득장치를 두고 결정론(Determinismus)이 지배적이다. 이러한 의미에서 언어습득의 3대 요소, 즉 언어습득장치를 구비한 인간으로 태어나고, 해당 언어를 통한 일관된 언어체험/학습으로 언어최소량을 충족해야 한 언어를 정복할 수 있다는 것은 결정적인 사실이다. 학생고객에게 다가서는 책임교육으로 교육개방에 대비하는 일 역시 시대적인 상황이요 또한 결정적인 단계임엔 틀림이 없을 것이다.

• Cartoon and Animation Studies
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• s.28
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• pp.155-180
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• 2012

This article is to propose a conceptual framework for the One Source Multi Use (OSMU) strategic model of culture content. In this study, OSMU is defined as a series of marketing activities to increase the value created by culture content. The framework of brand equity strategy is applied to develop the strategic model of OSMU, as both share the same goal - maximization of long term value created by brand or culture content. This article suggests the brand identity-based OSMU strategic model, in which the brand identity of culture content guides, integrates, and coordinates every decision-making of OSMU activities. For the maximization of brand equity value of culture content, the copyright holder of original content should decide the content's brand identity, which should provide the criteria of all decision makings regarding window strategy, adaptation of content to other genre, and merchandising. This brand identity-based OSMU strategic model can not only contribute to the sales of OSMU content, but also the creation of high equity culture content in the long run. Also, the model allows monitoring and evaluation of content's brand equity, which can be used for the strategic adjustment for the sake of long term value of the content. This study is differentiated from previous study on OSMU and expected to invigorate the further discussion on OSMU in several points. First, it broadens the scope of OSMU discussion as it views OSMU as a series of process including feedback. Second, this study points out the need for integration and coordination of various OSMU activities. Third, the strategic focus is laid on the value maximization of the original content, not 'multi used' content. Fourth, the suggested model emphasize the strategic role of copyright holder who takes the charge of the content brand management. Fifth, the model requires discussion on the components of marketing communication in addition to the content itself, which means the model includes the prospects, not only the content consumers, as the major future source for value creation.

• Iberoamérica
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• v.22 no.1
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• pp.73-109
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• 2020

In the tourism industry, emotional labor-related problems are highly likely because workers cannot avoid frequent face-to-face contacts with customers. Emotional labor, however, is not always recognized in the same pattern by every worker in similar situations. As can be see in this research, emotional labor appears to vary depending on individual characteristics and sociocultural and economic conditions. In fact, there are so many factors affecting emotional labor, and the level of influence concerning these factors can vary depending on when and where they are. Psychological and mental pains and stress from emotional labor depend on a number of factors. The expression of emotional labor, depending on age, length of employment and gender, shows a clear difference. In particular, for those who are planning to participate in international labor migration to the United States in the future, emotional labor was often not recognized as a serious problem or rather a positive social and cultural experience. In fact, there are various types of tourism workers in Oaxaca, and their experiences vary greatly depending on individual and economic and sociocultural environments. The emotional labor of the workers in the tourism sector of Oaxaca also has various forms depending on various conditions. Positive or negative perceptions and consequences of emotional labor vary depending on the circumstances of the individual and working conditions. In other words, socioeconomic conditions, individual personality or experiences, sociocultural characteristics, and autonomy in the workplace, have a significant impact. As a result, the forms and effects of emotional labor expressed and understood by tourism workers vary considerably and may vary depending on the situations. Considering these problems, the way emotional labor emerges is greatly influenced by sociocultural or personal factors as well as economic factors. In addition, rather than considering the existence and seriousness of emotional labor as given depending on the nature of a particular industry or work, it should also be recognized that the expression of emotional labor differ considerably from individual to individual. Also, the seriousness of problems caused by emotional labor can be diversified. In this sense, it is necessary to clearly understand the meanings of the dynamism, diversity and multidimensionality of emotional labor from a new perspective.

• Journal of Distribution Research
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• v.15 no.3
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• pp.71-110
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• 2010

1. Introduction Today Internet is recognized as an important way for the transaction of products and services. According to the data surveyed by the National Statistical Office, the on-line transaction in 2007 for a year, 15.7656 trillion, shows a 17.1%(2.3060 trillion won) increase over last year, of these, the amount of B2C has been increased 12.0%(10.2258 trillion won). Like this, because the entry barrier of on-line market of Korea is low, many retailers could easily enter into the market. So the bigger its scale is, but on the other hand, the tougher its competition is. Particularly due to the Internet and innovation of IT, the existing market has been changed into the perfect competitive market(Srinivasan, Rolph & Kishore, 2002). In the early years of on-line business, they think that the main reason for success is a moderate price, they are awakened to its importance of on-line service quality with tough competition. If it's not sure whether customers can be provided with what they want, they can use the Web sites, perhaps they can trust their products that had been already bought or not, they have a doubt its viability(Parasuraman, Zeithaml & Malhotra, 2005). Customers can directly reserve and issue their air tickets irrespective of place and time at the Web sites of travel agencies or airlines, but its empirical studies about these Web sites for reserving and issuing air tickets are insufficient. Therefore this study goes on for following specific objects. First object is to measure service quality and service recovery of Web sites for reserving and issuing air tickets. Second is to look into whether above on-line service quality and on-line service recovery have an impact on overall service quality. Third is to seek for the relation with overall service quality and customer satisfaction, then this customer satisfaction and loyalty intention. 2. Theoretical Background 2.1 On-line Service Quality Barnes & Vidgen(2000; 2001a; 2001b; 2002) had invented the tool to measure Web sites' quality four times(called WebQual). The WebQual 1.0, Step one invented a measuring item for information quality based on QFD, and this had been verified by students of UK business school. The Web Qual 2.0, Step two invented for interaction quality, and had been judged by customers of on-line bookshop. The WebQual 3.0, Step three invented by consolidating the WebQual 1.0 for information quality and the WebQual2.0 for interactionquality. It includes 3-quality-dimension, information quality, interaction quality, site design, and had been assessed and confirmed by auction sites(e-bay, Amazon, QXL). Furtheron, through the former empirical studies, the authors changed sites quality into usability by judging that usability is a concept how customers interact with or perceive Web sites and It is used widely for accessing Web sites. By this process, WebQual 4.0 was invented, and is consist of 3-quality-dimension; information quality, interaction quality, usability, 22 items. However, because WebQual 4.0 is focusing on technical part, it's usable at the Website's design part, on the other hand, it's not usable at the Web site's pleasant experience part. Parasuraman, Zeithaml & Malhorta(2002; 2005) had invented the measure for measuring on-line service quality in 2002 and 2005. The study in 2002 divided on-line service quality into 5 dimensions. But these were not well-organized, so there needed to be studied again totally. So Parasuraman, Zeithaml & Malhorta(2005) re-worked out the study about on-line service quality measure base on 2002's study and invented E-S-QUAL. After they invented preliminary measure for on-line service quality, they made up a question for customers who had purchased at amazon.com and walmart.com and reassessed this measure. And they perfected an invention of E-S-QUAL consists of 4 dimensions, 22 items of efficiency, system availability, fulfillment, privacy. Efficiency measures assess to sites and usability and others, system availability measures accurate technical function of sites and others, fulfillment measures promptness of delivering products and sufficient goods and others and privacy measures the degree of protection of data about their customers and so on. 2.2 Service Recovery Service industries tend to minimize the losses by coping with service failure promptly. This responses of service providers to service failure mean service recovery(Kelly & Davis, 1994). Bitner(1990) went on his study from customers' view about service providers' behavior for customers to recognize their satisfaction/dissatisfaction at service point. According to them, to manage service failure successfully, exact recognition of service problem, an apology, sufficient description about service failure and some tangible compensation are important. Parasuraman, Zeithaml & Malhorta(2005) approached the service recovery from how to measure, rather than how to manage, and moved to on-line market not to off-line, then invented E-RecS-QUAL which is a measuring tool about on-line service recovery. 2.3 Customer Satisfaction The definition of customer satisfaction can be divided into two points of view. First, they approached customer satisfaction from outcome of comsumer. Howard & Sheth(1969) defined satisfaction as 'a cognitive condition feeling being rewarded properly or improperly for their sacrifice.' and Westbrook & Reilly(1983) also defined customer satisfaction/dissatisfaction as 'a psychological reaction to the behavior pattern of shopping and purchasing, the display condition of retail store, outcome of purchased goods and service as well as whole market.' Second, they approached customer satisfaction from process. Engel & Blackwell(1982) defined satisfaction as 'an assessment of a consistency in chosen alternative proposal and their belief they had with them.' Tse & Wilton(1988) defined customer satisfaction as 'a customers' reaction to discordance between advance expectation and ex post facto outcome.' That is, this point of view that customer satisfaction is process is the important factor that comparing and assessing process what they expect and outcome of consumer. Unlike outcome-oriented approach, process-oriented approach has many advantages. As process-oriented approach deals with customers' whole expenditure experience, it checks up main process by measuring one by one each factor which is essential role at each step. And this approach enables us to check perceptual/psychological process formed customer satisfaction. Because of these advantages, now many studies are adopting this process-oriented approach(Yi, 1995). 2.4 Loyalty Intention Loyalty has been studied by dividing into behavioral approaches, attitudinal approaches and complex approaches(Dekimpe et al., 1997). In the early years of study, they defined loyalty focusing on behavioral concept, behavioral approaches regard customer loyalty as "a tendency to purchase periodically within a certain period of time at specific retail store." But the loyalty of behavioral approaches focuses on only outcome of customer behavior, so there are someone to point the limits that customers' decision-making situation or process were neglected(Enis & Paul, 1970; Raj, 1982; Lee, 2002). So the attitudinal approaches were suggested. The attitudinal approaches consider loyalty contains all the cognitive, emotional, voluntary factors(Oliver, 1997), define the customer loyalty as "friendly behaviors for specific retail stores." However these attitudinal approaches can explain that how the customer loyalty form and change, but cannot say positively whether it is moved to real purchasing in the future or not. This is a kind of shortcoming(Oh, 1995). 3. Research Design 3.1 Research Model Based on the objects of this study, the research model derived is