• 베이커리
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• no.6 s.455
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• pp.132-133
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• 2006

제과점 업주와 직원들은 자신들의 서비스에 대해 "친절하게 한다고 하는데..." 라며 말끝을 흐리게 된다. 정작 '친절한 서비스'가 무엇인지 또 어떻게 행동해야 하는지 정확하게 알지 못하기 때문이다. 다년간의 경험과 서비스 교육을 바탕으로 서비스에 관한 강의를 활발하게 펼치고 있는 조윤혜 컨설턴트와 함께 고객을 만족시킬 수 있는 서비스 비법을 구체적인 사례와 함께 배워본다.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.5
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• pp.520-529
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• 2019

This paper has made an empirical research on airline staff working at Incheon international airport, who perceived safety culture in their organization and delivered safety information while the staff were providing service against passengers. The purpose of this paper was to analyze the relationship among safety culture, service quality and service provider efficacy to find out which factor of safety culture had a significant effect on both service quality and service provider efficacy. Following the results from empirical research, this paper would provide administrative implications which could be applied to improve airline's service quality and to manage effectively the airline staff at field. According to research, it was found fairness culture among safety cultures had a positive and significant effect on both service quality and service provider efficacy. However, reporting/studying culture had a negative effect on them. In other words, it would decrease airline service quality and prevent active service provider's efficacy at airport if a airline management focused reporting/studying culture of safety. It is important to settle down fairness culture of safety to motivate and improve service quality.

• Proceedings of the Korean Society for Information Management Conference
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• 1997.08a
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• pp.147-150
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• 1997

도서관 경영은 일반기업의 경영과는 달리 도서관 자체의 특수성을 최대한으로 고려한 관리기술이 필요하다. 또한, 어느 조직이든 인적자원이 중요한 조직의 요소가 되지만, 도서관의 경우 지적인 정보서비스가 이루어지는 곳이므르 특히 인적자원의 중요성이 더 높다고 할 수 있다. 따라서 도서관 직원의 직무만족은 도서관 조직의 목표달성을 위해 매우 중요한 역할을 하며, 직원의 직무만족을 높일 수 있는 리더십인 필요하다. 그러므로 본 연구에서는 도서관 직원의 직무만족과 리더십 간의 관계를 규명하므로써, 도서관의 주 목표인 정보제공의 효율성을 달성하는데 기여하고자 한다.

• Journal of Digital Convergence
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• v.16 no.9
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• pp.81-90
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• 2018

The purpose of this study is to examine the current status of automobile logistics in the domestic automobile industry and to derive and evaluate the factors to improve the quality of automobile logistic services to final consumers. To that end, we selected the relevant factors through literature review and expert interviews, and conducted a survey with consumers and experts. The quality of automobile logistic service was evaluated using the Importance-Performance Analysis (IPA) method. The results show that the "kindness of shipping staff" is high on the importance of customers but low on the importance of employees. On the other hand, factors that have high customer satisfaction but low staff satisfaction include "rapid handling of complaints", "transportation accuracy of receipt", "kindness of delivery staff", and "automobile manual guide and explanation of internal functions". This study has academic and industrial significance in that it has derived important factors for evaluating the quality of automobile logistics services and suggests improvement measures for experts and consumers who actually work in the industrial field. Future research should investigate measures to minimize the returns and complaints of shipment offices which have not been examined in this study.

• Journal of Advanced Navigation Technology
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• v.16 no.2
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• pp.318-329
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• 2012

Flight attendants are the most important people which decides customer's satisfaction and service quality toward the airline service. Nowadays the service employees' emotional ability over self and others are considered to be a important service competence. And flight attendants' job performance are achieved in their team system. The purpose of this study is to examine how the service employees' emotional awareness and management abilities can affect their teamwork capability. This study was conducted through literature and empirical methods, and collected questionnaire was analyzed employing SPSS version 15.0 statistics package and AMOS 17.0. The result of this study was found that flight attendants who have high self-emotional ability and social-emotional ability show higher teamwork capability in their flights. It is meaningful because it expanded the range of the researches about the emotional ability and proposed new substructure of researches on the service human resources.

• 한국항공운항학회:학술대회논문집
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• 2016.05a
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• pp.276-280
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• 2016

실제로 저비용항공사의 경우 서비스 수준을 결정하는데 있어서 고려하여야 할 부분이 많다. 가장 중요한 부분이 고객이 가지고 있는 기대수준일 것이며 그 다음이 내부 고객인 종업원의 생각과 태도이다. 저비용항공사 직원들의 경우 같은 항공업계에 종사하면서 대형항공사에 비하여 상대적으로 낮은 보수와 부가적 혜택, 불리한 스케줄과 취항지 제한, 사회적 평가 등에서의 불리함을 안고 있으면서도 그 이상의 서비스를 제공하여야 하는 상황이어서 이들에 대한 배려가 중요하다고 하겠다. 그것은 서비스제공을 주요 업무로 삼고 있는 항공사에서 직원의 자발성과 사명감은 양질의 서비스에 결정적 역할을 할 것이기 때문이다. 또한 동종 경쟁업체의 움직임에 대하여 예의 주시하며 이에 대해 대처할 자세를 견지하여야 한다. 그것은 저비용항공사의 주요 고객인 젊은 층의 대부분은 정보에 빠르고 자신에게 유리한 점을 감안한 신속한 의사결정을 하는 경향이 크므로 개별항공사가 내세우는 영업전략이 빠른 성과로 이어질 수 있으며 이는 곧 다른 항공사들의 시장점유율 상실 등으로 이어질 것이기 때문이다.

• Proceedings of the Korea Contents Association Conference
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• 2013.05a
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• pp.417-418
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• 2013

본 연구는 장애인복지 서비스의 가장 핵심적인 영역이라고 할 수 있는 장애인거주시설 직원의의 직무스트레스에 대한 사례를 분석하고 이를 바탕으로 직무스트레스의 개선방안을 제시하고자 한다.

• 베이커리
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• no.2 s.379
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• pp.142-143
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• 2000

• Journal of the Korean Society for Library and Information Science
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• v.46 no.1
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• pp.55-76
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• 2012

Regardless of which country, all public libraries need facilities, collections, and funds. But how well the library system succeeds depends on the staff committed to providing the highest possible level of service to the community. The public library, therefore, should employ the appropriate number of full-time staff. In order to warrant such a work force, this study analyzed the juridical justification, logical validity, realistic fitness, and usefulness of current legal and recommended staffing standards. This study also suggested the revisions of total space of buildings and collection size as crucial variables for library staffing, division of legal service populations, basic staffing level, and additional staff in proportion to service populations for public libraries in Korea.

• Journal of the Korean Society for information Management
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• v.29 no.4
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• pp.25-42
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• 2012

Recently libraries are experiencing an increasing number of difficult patrons because of the increase in the unemployment rate and the problem of mental health in their communities. The problem behaviours of difficult patrons have negative influence to other users and staff in the library. This seems closely associated with the decline in the quality of library services. Therefore, in this study, we developed a how-to-do-it manual for library staff to meet the aforementioned challenges and to enhance the overall quality of library services for both general users and difficult patrons.