• Journal of Information Management
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• v.41 no.3
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• pp.85-104
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• 2010

This study tries to survey general behaviors of the users and their's perceptions on the service quality, with the staff members' expectations, of the Information Commons in the National Digital Library of Korea. 'Computer Cluster,' 'User guide service' and 'Internet information' are most used and general facilities, services, and contents are most satisfied. The comparative analysis shows that the customers' perceptions of overall satisfaction, customer loyalty, and service quality and overall satisfaction of each three primary dimensions(library staff, resources and services, facility and physical environment) are higher than those of staff members' expectations.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.26 no.3
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• pp.241-266
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• 2015

When library performance is regarded as service quality, competency in human resources should be considered as an influential factor. This study aims to identify relationships between job satisfaction of librarians and the service quality that users recognize in public libraries. Librarians and users in 10 public libraries in Seoul, Incheon, Gyeonggi province were sampled to measure job satisfaction and service quality with $LibQUAL+^{TM}$ model. As a result, the higher the satisfaction of the duty itself and organizational factor show a high service quality. Consequently, to improve library customer satisfaction, the librarian's job satisfaction should be considered. Additionally, some practical implications are discussed.

• Design Convergence Study
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• v.14 no.2
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• pp.17-32
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• 2015

The perspectives of customers and providers as for the services have the same objective; however, perspectives and objective are distinctly different. But the existing methodologies have mostly pondered only based on the customer-centric perspective or separately from the perspective of providers. It would be necessary to take these two perspectives as a whole by combining them into one perspective since they not only have differences but also common points. Therefore, in this study suggested the System Journey Map in terms of internal staff based on the customer's task in service. System Journey Map is consists of four parts : a customer journey map, thus the performance of internal staff, internal staff satisfaction evaluation, and finally the performance of internal staff assessment of the senior staff. After releasing a service, with customers and internal staff made a point of contact to identify specific behavioral patterns and whether any part of the problem so that this toolkit gives us an expectation to be a useful map, which is the intangible being placed in service, not just visualize and understand for identifying problems.

• 한국노년학
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• v.27 no.2
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• pp.285-298
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• 2007

The study examined the extent of violence and the relationship between violence and job stress experienced by 182 direct care workers and nurses in Daejeon nursing facilities. The CTS2 was used to interview each helping professions in order to examine the extent of client-perpetrated psychological aggression and physical assault. Major findings are as follows: (1) For the preceding 12-month period, 79.2% of workers reported at least one incidents of violence. But their job stress was low. (2) To the extent that psychological aggression and physical assault are related. 43.4% of participants reported both psychological and physical violence, 35.8% reported psychological violence, 0.6% reported physical violence only, and 20.2% reported neither psychological nor physical violence. (3) Stress from care/nursing task was significantly associated with violence, especially both psychological and physical violence. Greater, targeted efforts are needed to reduce the prevalence and consequences of workplace violence.

• The Journal of the Korea Contents Association
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• v.9 no.7
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• pp.233-240
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• 2009

The purpose of this study is to suggest plans to enhance client satisfaction through improving the quality of hospital administration services. For accomplishing the purpose, we conducted empirical research with classifying hospital administration services into administrative staff service, medical staff service, facility service, and institutional service. Based on the results of this study, suggestions were made as follows for improving the quality of hospital administration services. First, in administrative staff service, detailed explanations should be provided about the items of medical bills, and patients' waiting time should be reduced through fast processing and smooth cooperation among departments. Second, in medical staff service, the process of medical service should be simplified for the accurate observance of appointment schedules, and the time to start outpatient service and the time to complete the discharge process should be earlier than now. Third, in facility service, convenient facilities and resting places should be prepared, parking facilities should be expanded, and menus should be improved for clients. Fourth, in institutional service, detailed medical service costs contents should be disclosed and plans should be made for the efficiency of services.

• Journal of Service Research and Studies
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• v.5 no.1
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• pp.1-15
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• 2015

Service has its aim to maximize customer loyalty for companies to improve business productivity by differentiation from the competition. Public transport services using, the needs and demands of consumers also appear very differently than in the past, looking at the service of the company eye-level of the consumer Is increasing more and more. In order to survive in this environment, companies work together to improve the level of service and ensure customer loyalty is essential. In order to improve our service. What's more, it can be said that it is important to actively participate in the work of the internal customer, employee morale boost. In order to improve customer satisfaction has a service-oriented members should respond to customers and make a good company to work also affects the internal staff to verify this service-oriented and affect. In this study, to be urban rail service orientation of the staff working in the field of operational agencies in the future to measure the impact of many companies to promote the GWP proposes to create a good business implications.

• KOREAN POULTRY JOURNAL
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• v.45 no.12
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• pp.90-93
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• 2013

세계 양계시장의 리더로써 미래를 위한 혁신적인 계획을 가지고 성장중인 빅더치만은 현재 독일 본사에 900명을 포함하여 전세계 2,500명의 직원을 둔 회사로 아직도 성장중에 있다. 빅더치만은 회사의 이익 이전에 기술자, 서비스 직원, 구매자, 영업직원, 물류직원, 영업지원팀, 리셉션 데스크의 직원들까지 모두 회사의 한 부분이라고 생각하고 사람이 제일이라고 여기고 있다. 이중에는 고객과 농장주도 포함되어 단순히 제품판매에 그치는 것이 아닌 사람과 사람의 정을 나누는 빅더치만이 되려고 노력하고 있다. 이번호에서는 빅더치만 한국지사를 찾아가 보았다.

• Journal of Service Research and Studies
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• v.7 no.1
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• pp.53-64
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• 2017

Recently meet the growing needs of customers and has increased, the need for training of customer contact staff in order to improve and increase customer satisfaction. These service training is because it improves the service capabilities of contact for customer-facing employees to respond to customers as well as to improve customer satisfaction. This study is placed in the field after the service training aimed at Customer contact staff joined in 2013~2016 in the first half of these new recruits training education working in the Seoul Metro customers respond to customers in customer contact and practical services it will proceed to the empirical study of how this affects the satisfaction and loyalty to the organization for the job than to find a better improvement in the educational program.

• Management & Information Systems Review
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• v.30 no.4
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• pp.1-22
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• 2011

The role of call center as public organizations introduce call center in has become very important in public services. Especially the leadership of the middle management at the call center in public organizations has become very essential in accordance with the increase of role of teamleader or managers. For this reason, in this research we want to know not only the impact relation teamleader's leadership have on the quality of services and job satisfaction as call center counsellors feel but also the impact relation the quality of callcenter counsellor's services at callcenter have on job satisfaction, and the mediating effect of services quality is examined in the relationship between leadership and job satisfaction Analyses showed that teamleader's leadership have influence on callcenter counsellors' job satisfaction and the quality of services and the quality of employees' services have a positive influence on job satisfaction, the mediating effect of services quality is certified in the relationship between leadership and job satisfaction. Therefore, to encourage the teamleaders' leadership at callcenter, the empowerment and an appropriate compensation need to be provided. Also to improve the quality of employee's services teamleaders ought to run the reinforcing cooperation program or various incentive program and job education need to be encourage and aligned.

• Proceedings of the Korean Society of Computer Information Conference
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• 2018.01a
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• pp.231-232
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• 2018

최근 항공 산업 발전으로 여행객들의 수가 증가하고 있으며, 호텔 이용객 수도 더불어 증가하는 추세이다. 호텔 이용객의 증가로 시설 이용 시 서비스 지연과 혼잡 그리고 서비스 품질 저하 등이 발생하게 되면서 호텔 이용객들의 시설 이용 만족도가 하락하게 되고 또한 호텔 근무 직원들의 업무 피로도가 높아지고 누적되면서 직업 만족도가 떨어지는 연쇄적인 문제점들이 발생하고 있다. 본 연구는 호텔에 방문하는 이용객들에게 캐리어 운반과 객실 안내 및 호출 서비스 등 각종 서비스 업무를 직원 대신 수행하게 되면서 현 문제점들을 어느 정도 경감시키고 이에 따라 고객 만족도 및 호텔 직원들의 업무 만족도를 증가시킬 수 있을 것으로 사료된다.