• 한국프랜차이즈경영연구
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• 제11권4호
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• pp.45-57
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• 2020

Purpose: The purpose of this study is to determine the importance and priority arising from the relationship between MRO-office supplies franchisor ("franchisor") and franchisees through an in-depth investigation. In particular, with respect to the MRO-Office franchise industry, we would like to make meaningful contributions in the decision-making process by comparing and contrasting factors that affect the importance and priority of communication, conflict, support and satisfaction through AHP analysis. Research design, data, and methodology: After completion of AHP analysis, the study will also identify factors in order of priority and factors of importance between the franchisor and franchisees. Another purpose of this study is to evaluate and propose business relationship strategies between the franchisor and franchisees. Through AHP analysis, this study will facilitate the relationship between the franchisor and franchise, and determine the factors of importance and factors in order of priority. Result: This study evaluates the differences and priorities of the two groups arising from the relationship between the franchisor and the franchisees through AHP analysis after separately analyzing the franchisor. In this study, the franchisees find that communication is the most important factor, then support as the second most important factor between the two groups. In contrast, the franchisor finds that support is the most important factor followed by communication between the two groups. Conclusions: This analysis demonstrates the discrepancy in evaluating important factors from the perspectives of the franchisor and the franchisees. The largest discrepancy between the franchisor and franchisees comes from an information system related to communication factors. This effectively means that the franchisor has an understanding of this inadequate information system on the part of franchisees but this understanding is not deemed an important factor. The franchisees recognize and focus on the need to obtain feedback from the franchisor regarding management improvement as the most important factor rather than the ability of the franchisor to guide them through the franchisees' operations. To this end, the franchisor should be more flexible in dealing with the problem of improving the work required by the franchisees. For this study, a survey was conducted on employees of MRO-office supplies franchisor, franchisees, and employees and completed based on AHP analysis.

• 대한토목학회논문집
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• 제33권2호
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• pp.801-810
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• 2013

본 연구는 기후변화로 인하여 심각해져가고 있는 자연재해에 보다 효율적인 대응방안을 마련하기 위한 이론적 토대를 확립하고자 도시계획분야의 지속가능성 개념을 재정립하였다. 과거 지속가능성 개념에 대한 고찰과 최근 미국 방재학계의 동향을 분석하여 마련한 새로운 지속가능개발은 기존 환경분야 주요 목표인 환경보호와 더불어 이상기후로부터 도시 사회 안전성 확보가 포함되어야 함을 인식하였다. 그리고 도시 사회 안전성 확보는 저탄소녹색도시 관련요소와의 연계 속에서 이뤄져야 함을 강조하였다. 또한 환경, 경제, 사회분야의 목표를 동시에 추구함으로써 야기되는 갈등을 인식하고 대형화된 자연재해에 효과적으로 대응하기 위하여 기존 공학 시설중심의 구조적 방재대책과 더불어 비구조적 대책의 적극적 도입 필요성을 제시하였다. 본 연구에서 제시한 이론적 틀을 바탕으로 도시계획분야의 향후 연구는 갈등 조정 중재를 위한 새로운 제도적 틀 마련과 함께 APFM(the Associated Programme on Flood Management)에서 제시한 '노출(Exposure)'과 '취약성(Vulnerability)' 요인을 바탕으로 환경보호와 안전성 확보는 물론 관련 갈등해소에 기여할 수 있는 세부 요소 목표설정, 구체적 관련 기술개발 등에 노력해야 할 것으로 판단된다.

• 한국콘텐츠학회논문지
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• 제11권11호
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• pp.137-144
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• 2011

이 연구는 미국 드라마 산업에서 제작 영역과 방송 네트워크 간의 리스크 분산 메커니즘을 설명하고자 한다. 할리우드의 드라마 생산과 유통의 구조는 산업의 각 영역들이 불확실성을 줄이고 투자 리스크를 분산시키기 위해 노력한 결과물이라고 할 수 있다. 1990년대 이래, 미국 드라마 생산과 유통의 리스크 분산전략의 중심에는 스튜디오와 네트워크의 수직결합이 있었다. 수직결합을 통한 리스크 분산에서 네트워크의 가장 중요한 역할은 스튜디오가 제작한 드라마를 편성하는 것이었고, 그들이 편성한 텔레비전 드라마에 네트워크 브랜드 가치를 제공하는 것이었다. 한편, 스튜디오의 가장 중요한 역할은 제작 인프라, 인력 및 재정적 관리 능력, 유통 및 배급 능력, 상품 관리 능력 등을 들 수 있다. 스튜디오와의 수직결합을 통해서 네트워크는 드라마의 2차 시장 및 부가 시장에 대한 권리도 확보하게 되면서 프로그램 제작비 투입 규모를 늘릴 수 있었다. 그러나, 네트워크의 제작비 증가는 네트워크에 재정적 부담으로 작용할 수 있다. 이 논의는 제작사와 방송사의 리스크 분산 문제로 갈등을 빚고 있는 우리나라 드라마 산업에 리스크 분산의 메커니즘과 합리적 리스크 분산의 중요성을 시사한다.

• 한국프랜차이즈경영연구
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• 제12권2호
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• pp.35-49
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• 2021

Purpose: The major objective of this study is to develop a model for the impact of franchisors' Gapjil (verbal·nonverbal Gapjil, abusing bargaining position, refusing transaction, false or exaggerated information, restrictive practices, unfair damage compensation) on franchisee's recontract intention. We also examine the mediating role of economic satisfaction and social satisfaction in the relationship between franchisors' Gapjil and franchisee's contract intention. Research design, data, and methodology: Data were collected from franchisee owners located nationwide in Korea. Out of 256 questionaires distributed, a total of 256 questionnaires were returned. After excluding 10 invalid respondent questionnaires, we coded and analyzed 246 valid questionnaires (effective response rate of 96.09%) using frequency, confirmatory factor analysis, correlations analysis, and structural equation modeling with SPSS 22.O and SmartPLS 3.0. Results: The findings of this study are summarized as follows: First, among the Gapjil of the franchisors, restrictive practices and unfair damage compensation had negative effects on economic and social satisfaction, but verbal and nonverbal Gapjil for economic and social satisfaction was not significant. Second, abusing bargaining positions and false or exaggerated information had negative effects on social satisfaction, but for economic satisfaction, found to be insignificant. Third, economic and social satisfaction had positive effects on the franchisee's recontract intention to the franchisor. Conclusion: The following implications of this study are as follows. First, the construct of Gapjil that occurs between the franchisors and the franchisees was first presented, and the franchisors' Gapjil is divided into interpersonal Gapjil and structural Gapjil. Second, the Gapjil of the franchisors can be an important predictor variable in maintaining and developing a long-term relationship between the franchisors and the franchisees. Third, solving conflict due to the Gapjil problem between franchisors and franchisees can be an important factor for franchisors and franchisees to co-survive and thrive in Korean franchise system. Fourth, this study suggest that managing the Gapjil of the franchisors was a important antecedent factor in maintaining long-term relationship between the franchisors and the franchisees. Therefore, this study will help franchisors formulate effective symbiotic marketing strategies to satisfy relationships with franchisees and consequently enhance long-term orientation.

• 대한안전경영과학회지
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• 제24권4호
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• pp.85-93
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• 2022

Today's customer service providers, who have the greatest impact on customer satisfaction, are experiencing severe stress and job burnout due to various causes. Unlike general companies, the corporation has a relatively high level of dissatisfaction with customer service since there is a large conflict between the provision of kindness and the reasonable handling of civil complaints according to laws and regulations. In order to analyze the environment of the NPS' customer service providers, 5.583 branch employees working at the National Pension Service and 407 call center employees were surveyed online using the questionnaire function of the Enterprise resource planning system. The contents of the survey consisted of a survey on customer-facing employees, the level of awareness of customer-facing workers protection measures, and opinions on improvement and supplementation related to customer-facing workers protection measures. As a result of the survey, 72.8% of the total respondents experienced grievance complaints, and the proportion of call center employees was even higher at 89.0%. In addition, both the branch and the call center had the largest share of complaints about obstruction of business, unreasonable demands, abusive language, and verbal abuse. More than 40% of call center employees in their 20s and 30s experienced the highest frequency of complaints 13 or more times a year. The most difficult thing in the process of responding to complaints was that both branch offices and call centers had insufficient psychological recovery time, lack of space, and lack of help from colleagues and superiors. Based on the survey analysis, it is suggested to establish a countermeasure through case analysis rather than the right to suspend work for civil complaints that cannot be handled, such as customized manuals and action strategies for the age group with high grievance complaints.

• Asia Marketing Journal
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• 제14권3호
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• pp.185-197
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• 2012

Caffe Bene, one of the most notable coffeehouse chain brands in Republic of Korea, gives us some thought-provoking issues in terms of sustainable success. Despite harsh competition among various coffeehouse brands, Caffe Bene has been accomplished astonishing outcomes in domestic market and now ranked 2^nd place in sales among the global coffeehouse franchise in 2010 and 2011. These achievements were possible mainly because Caffe Bene adopted distinctive shop design, maintained aggressive marketing strategy, developed new menu, and combined the unique Korean culture with ordinary concept of café to make its place attractive. However, since Korean coffeehouse market is getting saturated and consumers are becoming savvy about coffee, Caffe Bene needs to find a new solution to overcome growth stagnation. Besides, many experts pointed out that irrational increase in the number of stores might hurt its business in the aspect of managing distribution channel and providing consistent services. Also, customers of Caffe Bene have shown that it has to complement its critical weaknesses: inferior coffee taste and relatively high price for a cup of coffee. Especially, some people view that the company is shifting its high rental fee, interior cost and PPL marketing cost to consumers by charging high price for coffee. To get over the problems, Caffe Bene is currently using C/S Consumer Management System though experts are questioning about the efficacy because of the conflict between purpose of the system and the headquarters' plan. Present CEO Kim also announced that the company will complete its logistics system in the latter half of 2012 to provide stores with more high quality coffee beans to improve taste of coffee. Thus, in this case, we describe how Caffe Bene succeeded in Korean market and enumerate its key success factors. Also, we specify the long-term goals of Caffe Bene and introduce the current policies and strategies to show how the company is working on to achieve its ultimate goal. By reading and analyzing this business case, students could get useful insights regarding franchise management and think about issues on competing in a saturated market. Also, it would be worthwhile to generate creative solutions for the problems that Caffe Bene is now facing to broaden the practical perspective.

• 한국유통학회지:유통연구
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• 제17권3호
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• pp.59-92
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• 2012

본 연구는 최근 인사조직 분야에서 집중적인 조명을 받고 있는 윤리적 리더십을 유통경로 연구에 적용함으로써, 그 동안 그 중요성에 비해 덜 조명되었던 유통경로 내 조직 간 리더십에 대한 이해를 증진시키고자 한다. 특히, 본 연구는 비교적 최근 밝혀지기 시작한 윤리적 리더십의 선행변수에 초점을 맞춤으로 유통경로의 구성원 간 관계에서 윤리적 리더십이 형성되기 위해서는 어떻게 해야 하는 지를 규명하고자 한다. 이를 위해 본 연구는 조직의 성격특성과 관계유지전략이라는 두 가지 이론적 차원의 변수들과 실무자들과의 심층면접을 통해 중요하게 언급된 공급업체 관리활동 변수들을 실증하였다. 국내 6대 할인점에 상품을 공급하는 공급업체 295개 사의 납품 담당자를 대상으로 설문조사를 실시하였고, PLS(Partial Least Square) 구조모형 분석을 통해 분석한 결과, 대형 할인점의 조직특성 중 양심이, 관계유지 전략 중 개방전략, 갈등관리전략, 사회망전략이, 공급업체 관리활동 중 교육훈련과 공정한 보상이 대형 할인점의 윤리적 리더십을 강화하는 것으로 나타났다. 반면, 대형 할인점의 정서적 불안정은 윤리적 리더십을 약화시켰고, 친절성과 보장전략, 조직간 커뮤니케이션은 윤리적 리더십에 유의적인 영향을 미치지 않았다.

• 대한공업교육학회지
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• 제34권2호
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• pp.42-61
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• 2009

본 연구는 직업교육의 내실화를 위하여 교수 학습능력 신장에 기초가 되는 직업기초능력 향상 프로그램 및 콘텐츠 개발에 그 목적이 있다. 이는, 관련문헌 분석, 전문가 협의회 등을 통해 직업기초능력 영역 중 e-Learning 콘텐츠로 개발하였을 때 효과적일 것으로 관련전문가들이 합의한 대인관계 능력을 개발하였다. 대인관계능력은 업무를 수행함에 있어 접촉하는 사람들과 원만하게 지낼수 있는 능력으로 이 연구에서는 대인관계 개요, 협동능력, 리더십능력, 갈등관리, 협상능력, 고객서비스능력으로 프로그램을 구성하여, 실사례를 중심으로 한 문제해결능력 향상에 초점을 두고, 동영상과 시뮬레이션, 게임 등의 멀티미디어적 전략을 활용하여 e-Learning 콘텐츠를 개발하였다.

• 디지털융복합연구
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• 제12권6호
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• pp.615-624
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• 2014

최근 MOOCs(Massive Open Online Courses)는 강의공개운동의 양적, 질적 팽창을 주도하며 고등교육 혁신의 새로운 대안으로 자리잡고 있다. KOCW를 통하여 강의공개의 이상을 실천하고 있는 우리나라에서도 MOOCs 발전에 따른 KOCW의 진화가 기대되고 있다. 그러나 미국을 기반으로 성장하고 있는 MOOCs가 국내 여건이 고려되지 않은 상태로 이식되거나 국내 대학강의 공개가 OCW 환경에서 더 이상 진화하지 못할 경우, 그 과정에서 갈등과 저항이 발생할 가능성이 있으며, 교육의 대중화 및 개별화 등의 이상 구현의 기회를 제공하는 MOOC의 장점을 수용할 수 없게 된다. 따라서 최신의 MOOCs 경향을 수용하는 과정에 있어 국내 환경이 고려된 분야별 대응 및 발전전략을 수립하는 것은 고등교육 발전에 영향을 미칠 수 있는 중요한 연구이다. 이를 위해 본 연구에서는 SWOT 분석을 통해 우리나라의 배경을 살펴보고, 이 결과에 근거하여 한국형 MOOCs 개발시 요구되는 설계요소들을 연구하였다.

• 한국식품조리과학회지
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• 제28권2호
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• pp.97-110
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• 2012

The purposes of this study were to examine the levels of job stress and job burnout perceived by nutrition teachers and dietitians in school foodservice in Gyeongsangnam province and to analyze job stress factors affecting job burnout. A total of 270 questionnaires were distributed from December 10 to 29, 2010 and 252 were returned (response rate : 93.3%). A total of 245 were used in the final analysis (usage rate : 90.7%), excluding seven improper questionnaires. The results of this study were as follows : 100% of the respondents were women, and their mean age was 38. 60% were nutrition teachers and 40% were dietitians. The level of job stress and job burnout of the respondents were 2.89 points (on a 5-point Likert scale) and 3.70 (on a 7-point Likert scale), respectively. In regard to job stress factors, job demand (3.97) recorded the highest scores, followed by organizational system (2.99), lack of reward (2.85), interpersonal conflict (2.69), job insecurity (2.63), organizational climate (2.63), and insufficient job control (2.45) in that order. Exhaustion burnout (4.60) recorded the highest points among job burnout factors, followed by cynicism (3.46), and professional efficacy (3.04) in that order. Job stress factors affecting job burnout were organizational system (p<.001), job insecurity (p<.001), lack of reward (p<.001), and organizational climate (p<.01). In conclusion, it is necessary to provide human resources management strategies to lower job demand and workload in order to reduce job stress and job burnout for dietitians and nutrition teachers in school foodservice.