• Stress
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• v.26 no.4
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• pp.340-349
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• 2018

Background: The purpose of this study was to examine the moderating effect of resilience and social support to analyze that call center consultants' emotional labor impacts on the burnout. Methods: A survey questionnaire was conducted to people who work at call center in Gwangju and Deagu. The data from 444 were analyzed. Results: The result from the hierarchical multiple regression is as follows. First, deep acting decreased burnout, but surface acting of emotional labor increased burnout. Also, frequency of emotion display, variety of emotion required to be expressed and attentiveness to required display rules increased burnout. Second, Resilience had moderating effect between deep acting and burnout. Third, the moderate effect of interaction of social support from leader with surface action was found at burnout. Also, moderating effect of social support from leader were shown in frequency of emotion display with burnout and attentiveness to required display rules with burnout. Fourth, social support from colleague did not have buffering effect on emotional labor and burnout. Conclusions: It is expected that the moderator variables identified in this study can be used for prevention and treatment of burnout caused by emotional labor.

• Survey Research
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• v.7 no.2
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• pp.39-52
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• 2006

Most of Korean survey institutions adopt quota sampling for telephone surveys based on region, gender and age-band. In weekdays, it is well blown that there exist substantial differences in day time in-house rate by individual's socio-demographic attributes. So, quota sampling may induce systematic respondent selection bias. To solve the problem, we propose "time-balanced quota sampling" in which interviewer's call time-band is added as an quota variable. Furthermore, we propose "time-balanced quasi-quota sampling" which is derived by partially relaxing evening time quotas in time-balanced quota sampling. We compare the conventional and the newly proposed quota sampling schemes by drawing Monte Carlo samples from the hypothetical population for which the Korea 2004 time use survey data is assumed.

• Journal of the Korean Society for Library and Information Science
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• v.28
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• pp.23-70
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• 1995

This study is to survey the present book numbers used in Korean libraries. to analyze their problems. and to suggest improvement in the book numbers. As the results of the survey several suggestions are derived as follows. 1. The education to the librarians about the kinds and the application methods of the book numbers used in Korean libraries should be sufficiently offered. 2. The present book numbers used should be expanded in detail for avoiding the duplication of the call numbers. Also when book numbers are assigned. shelf list cards should be examined one by one not to give the same number. If the book numbers are overlapped in the state not to expand further. libraries should establish a detailed expansion rules according to their respective situation and maintain it consistently. However, it is impossible for libraries operating open stack systems to arrange books on the shelves in call number sequence, therefore libraries can solve the problems as they accept duplication cases. 3. Since the object word of main mark IS a heading In main entry, we must apply cataloging rules to it closely. 4. For expanding book numbers widely it is desirable that the subsidiary mark of the book numbers which is the most prevalent in general and will be the most preferable In the future through the survey should be added and be provided. 5. The book numbers used being changed, we are to assign new book number leaving former materials as they are at the point of adopting a new book number. So aged materials are stored in a repository or on a compact shelf in the stack, will be discarded or weeded according to subjects after a certain period of time. 6. With library automation bringing together all the books of an author in a particular subject or in a particular form and avoiding completely duplication in open stack systems are meaningless. Rather than chronological book numbers, distinguishing clearly new materials from aged materials and controlling the stack spaces mechanically and effectively, can be regarded as the most modern and future-oriented of all the book numbers.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.6
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• pp.4086-4097
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• 2015

This study examined the level of an emotional labour, depressive symptoms, and presenteeism of counselors working in a call center depending on socio-demographic characteristics, health-related factors, and job-related factors. Especially, the main purpose of a survey was to investigate the relevance to an emotional labour, the level of depressive symptoms and presenteeism. The research subjects were 304 counselors working at two call centers in Daejeon, and the survey was conducted from April 1, 2014 to May 31, 2014, using a structured self-administered questionnaire. As a result, the emotional labour, depressive symptoms and presenteeism experienced by the research subjects had a deep relation to many variables like socio-demographic characteristics, health-related factors and job-related factors. Especially, presenteeism showed a meaningful positive correlation with depressive symptoms and emotional labour factors. According to the result of a hierarchical multiple regression analysis, the meaningful variables related to presenteeism were age, the amount of a physical burden, the level of depressive symptoms, the surface action of an emotional labour. Therefore, to lower down the counselors' presenteeism, the development and implement of a mental healthcare program to control not only depressive symptoms and the level of an emotional labour is urgently needed.

• KSCE Journal of Civil and Environmental Engineering Research
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• v.39 no.5
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• pp.605-612
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• 2019

Traditionally, travel demand forecasts have been conducted based on the data collected by a survey of individual travel behavior, and their limitations such as the accuracy of travel demand forecasts have been also raised. In recent, advancements in information and communication technologies are enabling new datasets in travel demand forecasting research. Such datasets include data from global positioning system (GPS) devices, data from mobile phone signalling, and data from call detail record (CDR), and they are used for reducing the errors in travel demand forecasts. Based on these background, the objective of this study is to assess the feasibility of CDR as a base data for travel demand forecasts. To perform this objective, CDR data collected for Daegu Metropolitan area for four days in April including weekdays and weekend days, 2017, were used. Based on these data, we analyzed the correlation between CDR and travel demand by travel survey data. The result showed that there exists the correlation and the correlation tends to be higher in discretionary trips such as non-home based business, non-home based shopping, and non-home based other trips.

• Journal of the Korean Institute of Illuminating and Electrical Installation Engineers
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• v.21 no.4
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• pp.45-52
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• 2007

Electric power is an important element in any modern economy. The availability of a reliable power supply at a reasonable cost is important for the economic growth and development of a country. Electric power utilities throughout the world therefore strive to meet customer demands economically with high quality and reliability. As the power industry moves towards open competition, therefore, there has been a call for a methodology by which to evaluate power system reliability through the use of customer interruption characteristics. This paper presents the results of an investigation and analysis of interruption characteristics of an industrial customer in Korea. This study used a direct visit survey to determine the investigation and analysis of electric service quality and the characteristics of industrial customers in Korea. A customer survey conducted throughout Korea via personal interviews of 660 sample customers is presented here. Variation according to characteristics of interruption such as duration, time of day, frequency and day of interruption was also investigated

• Journal of dental hygiene science
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• v.15 no.2
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• pp.106-112
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• 2015

This study was conducted to provide with baseline data with the purpose of increasing the values of medical services. Self-administered questionnaire survey was conducted on 236 patients at a dental clinic follow-up visit in dentist clinic Gyeongnam area from June 2013 to August 2013. All statistical analyses were performed using SPSS. The motivation visiting the dental clinic is that the first one is introduction from the family and friends, the second is accessibility, the third is conspicuity and the last one is awareness of the dentist. The main variables in the process of treatment are service system, kindness, satisfaction of service, efficient of re-call system. The relief of discomfort at revisit show the highest score in the process of implant treatment and intention of revisit hereafter do in the prostheses process. In the correlation between main variables, service system and relief of discomfort at revisit (r=0.440, p<0.001), kindness and satisfaction of medical service (r=0.675, p<0.001), revisit hereafter and satisfaction of service (r=0.387, p<0.001) and efficiency of re-call system and revisit showed the highest correlation. The influence on satisfaction of dental service show meaningful level in kindness (p<0.001) and efficiency of re-call system (p<0.05). The intention of revisit is affected meaningfully by relief of uncomfort (p<0.05), service system (p<0.05), kindness (p<0.01) and efficiency of re-call system (p<0.01). In summary, the personal network of patients is most important variable at intention for revisit of dental clinic. As satisfaction of kindness and efficiency of re-call system is higher, satisfaction of medical service and intention for revisit are shown higher. Therefore further research for improvement of satisfaction for medical service and of intention of revisit at the dental clinic should be carried out.

• Electronics and Telecommunications Trends
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• v.10 no.4 s.38
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• pp.113-127
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• 1995

본 고에서는 이동국과 기지국간 신호방식에 적용되는 PCS 무선 접속 프로토콜에 대하여 기술한다. 기본적인 내용구성은 Proposed W-CDMA PCS 표준화를 기본으로 하여 무선 인터페이스 프로토콜 기능 및 구조 그리고 기본호절차와 메시지 포맷 및 내용으로 이루어져 있다. 또한 오류 조건 처리에 대하여도 기술한다.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.10
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• pp.290-299
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• 2018

This study was conducted to clarify the mediating effects of self-efficacy and organizational commitment on the level of depression associated with emotional labor and occupational stress of call center representatives. The survey subjects were 486 representatives working in four call centers in D city. Data collection was conducted using structured, self-addressed questionnaires from January 5th to 25th, 2017. The results showed that the depression level of the representatives was significantly higher in the emotional labor and occupational stress groups and higher in the low self-efficacy and organizational commitment groups. The correlations between variables revealed a positive correlation between depression, emotional labor, and occupational stress, but a negative correlation between self-efficacy and organizational commitment. Path model analysis revealed that emotional labor and occupational stress had positive effects on depression, while self-efficacy and organizational commitment was negatively influenced. In addition, self-efficacy and organizational commitment had a mediating effect on emotional labor and depression, while organizational commitment had a mediating effect on occupational stress and depression. Therefore, to reduce the depression level of call center representatives, it is necessary to reduce the emotional labor and occupational stress factors, as well as to have a mental health mediation plan to increase self-efficacy and organizational commitment.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.7
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• pp.396-406
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• 2018

The purpose of this study was to investigate the causal relationship between factors affecting the quality of life (QOL) of call center representatives by applying the PRECEDE model to structural equation modeling. The subjects of the survey were 695 consultants engaged in inbound work at four call centers in D metropolitan city. Data collection was conducted using structured, self-administered questionnaires from November 15th to December 5th, 2016. The results of this study show that the QOL of the reps was significantly negatively correlated with mental health and emotional labor but significantly positively correlated with work environment, self-efficacy, organizational support, and organizational commitment. The results of structural model analysis show that mental health had a negative influence on QOL, whereas work environment and self-efficacy had a positive influence. In addition, emotional labor had a negative effect on mental health, but organizational commitment and work environment had lowered emotional labor level. In addition, organizational support had enhanced employee self-efficacy and organizational commitment, and organizational commitment had mitigated emotional labor. Therefore, it is necessary to implement a health promotion program to improve the QOL of call center reps.