• 한국조리학회지
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• 제16권3호
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• pp.161-173
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• 2010

외식산업은 서비스 산업의 특성상 생산과 소비가 동시에 이루어지고, 고객의 참여가 판매로 이뤄지기 때문에 고객 지향적이고 서비스 지향적이어야 한다. 그러나 외식업체의 효율적인 운영을 위한 인력관리정책으로 최소의 인원을 고용유지하고 점차적으로 증가되는 비정규직 종사원을 통한 양질의 서비스를 제공할 수 있는 포괄적인 인적자원관리 정책을 수행하는 것은 외식업체들이 직면하고 있는 문제이다. 따라서 종사원에 대한 새로운 인식의 전환과 차별화된 인적자원관리를 통한 질적 서비스 향상으로 경쟁력이 있는 외식업체가 되기 위해서는 종사원의 직무와 관련된 갈등 원인을 분석하고, 이에 따른 내부 마케팅이 갈등의 원인에 미치는 영향관계를 실증적으로 연구함으로써 외식업체의 인적자원 관리할 필요성이 제기된다는 문제 의식 아래 연구를 수행하게 되었다.

• 한국IT서비스학회지
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• 제21권5호
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• pp.15-28
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• 2022

Recently, government agencies are actively adopting the platform model as a means of public policy. However, existing studies on the public platform are minimal and have focused on user experiences or the possibility of public usage of the platform model. Now the research concerning building governance structure and utilizing network effects of the platform after adopting the platform model in the public sector is keenly required. This study intended to ignite academic dialogue on the governance of public platforms in the context of digital transformation. This study focused on a case of the 'Special delivery,' a public delivery app established by Gyeonggi-do. In order to analyze the characteristics of the public platform and its governance structure, data were collected from press releases, policy reports, and news articles. Data was analyzed using the frame of Hagui's platform design factors and Ansell & Gash's collaborative governance model. The results of the public platform analyses showed 1) incompleteness in the value trade-off accounting, which was designed for platform business based on general cost-benefit analysis, and 2) a closed governance structure that limits direct participation of diverse user groups(i.e., service provider, customer) in order to enhance providers' utility by preventing customers' excessive online activities. The results of this study provided theoretical and policy implications regarding designing the strategy for accounting for value trade-offs and functioning governance structure for public platforms.

• 산경연구논집
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• 제13권3호
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• pp.13-24
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• 2022

Purpose: The purpose of this paper is to investigate key factors that affect customer dissatisfaction on public transportation system by highlighting the necessity of citizen participation and improved management of advanced technology for sustainability. Research questions applied in this study include following; i) how are factors on dissatisfaction related to types of transportation modes; ii) how do perceived proposed factors affect citizen dissatisfaction; iii) how do the improvement of public transportation service affect the level of expected satisfaction; and iv) how do expected satisfaction affect policy agreement and government trust. Research design, data and methodology: For qualitative research, civil opinions were collected and chi-square analysis was applied using keywords. For quantitative research, online survey was collected and factor and multiple regression analyses were applied. 3) Results: This study found that efficiency of operation system and safety on dissatisfaction showed significant in all three public transportation modes. This study found that perception of government policy and trust on government will increase as expected satisfaction increases. Conclusions: This study provides managerial and policy implications on society and policy makers by addressing necessity of improving strategies for public transportation system with the consideration of citizen relationship management and sustainable development.

• 한국콘텐츠학회논문지
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• 제15권1호
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• pp.286-299
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• 2015

본 연구는 의료기관 인증제의 의무 대상인 정신병원과 요양병원을 대상으로 환자안전 및 질 변화와 경영활동의 변화 간의 관계에 대해 의료기관 인증을 받은 5개 정신병원과 5개 요양병원에 근무하는 종사자들을 대상으로 조사 연구한 결과, 정신병원과 요양병원 종사자들의 인증업무 참여유무는 환자안전 및 질 관리 변화 측정내용 중 '안전보장활동 수행정도' '환자를 위한 양질의 의료서비스 제공정도' '환자의 권리와 책임에 대한 존중정도' '감염발생 위험예방 위한 감염관리활동 수행정도'의 향상 변화에 유의하게 긍정적인 상관관계를 보였다. 그리고 환자안전 및 질 관리 내용 중 안전보장활동 지속적인 질 향상 활동 환자의 권리와 책임에 대한 존중의 지속적인 발전적 변화를 추구하기 위해서는 교육훈련을 통해서 조직구성원들의 역량을 강화시키는 경영활동이 필요하며, 진료전달 체계와 평가의 관리 환자를 위한 양질의 의료서비스 제공의 지속적인 발전적 변화를 위해서는 고객지향성 업무프로세스를 사회 환경의 변화에 맞추어 추구하는 경영활동이 필요함을 알 수 있었다.

• 디지털융복합연구
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• 제13권5호
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• pp.101-109
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• 2015

전통적으로 제품이나 서비스의 가치는 생산자에 의해 고객에게 제공되었다. 그러나 현대에 와서는 제품이나 서비스의 개발에 고객들의 참여가 폭 넓게 이루어지고 있다. 공동가치창출과 같은 공동혁신을 통해 고객은 기업의 제품이나 서비스의 설계, 생산, 마케팅, 그리고 판매 등에 참여하여 새로운 가치를 창출하고 있다. 공동가치창출과 같은 공동혁신을 통해 생산자와 고객 간의 벽이 무너지고 있는 것이다. 정보기술의 발전으로 인해 고객의 경험을 공유할 수 있는 기회가 증가하고 있다. 공동혁신은 새로운 경영기법을 적용하는 것이 아니라, 기업 활동과 세부 업무 자체를 변화시키는 패러다임으로 기업 활동에 고객이 참여하여 새로운 가치를 창출하는 것은 기존 업무 프로세스로는 수행하기 어렵고, 업무 프로세스를 공동혁신 활동에 맞추어 새롭게 변화시켜야 한다. 본 연구에서는 공동혁신을 통해 새로운 비즈니스 모델을 개발하기 위한 프레임워크와 이를 위한 서비스 플랫폼의 개념적 모델을 제시한다.

• 유통과학연구
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• 제14권1호
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• pp.85-91
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• 2016

Purpose - Recently, the importance of rapid change in business models is more and more increasing as the change of information technology environment. Therefore, a variety of business models have emerged. On the other hand, there is no company that can generate revenue. Many enterprises are still maintained while they are changing only their appearance of the business model. Business model is important in e-commerce. However, a lot of researches are targeted only in Web sites. Thus, e-commerce companies do not have the infrastructure for measuring and business models. The purpose of paper is to evaluate factors which are related with the structuring of the e-commerce success. And it proposed a financial items and non-financial items. From the perspectives of administrators and managers, the paper researches the possibility for E-Commerce Evaluation Model as a valuable criteria in measuring business model. Research design, data and methodology - The methods are taken by the classification for the type of business-to-business transactions, transactions subject, and the degree of integration and innovation capabilities. Financial and Non-financial value is used to build E-Commerce Evaluation Model. Evaluation items in Administration's perspective are composed with enhance the effectiveness of the mission, improving efficiency of the administration, and control of costs. Evaluation items in the customer's perspective were measured by customer participation and cooperation with customer Satisfaction. In the case of researching the information system's perspective, three criteria are used such as adequacy of the development process, improvement of the quality of service, and maintenance of standardized information technology. In researching for the ICT competence's perspective, evaluation items were composed of enhanced user capabilities, utilizing new technologies, and empowerment of information workers. Results - In this paper, E-Commerce Evaluation Model with financial and non-financial perspectives shows the possibility to be criteria in the case of measuring business model. Moreover, it gives the positive expectation to be successful criteria. But the research may have ambiguity in its essential concept because it cannot avoid the limitation in selecting evaluation tools from merely the model. It is impossible to exclude the possibility in omitting specific properties which may take place in actual case study. Therefore, In hereafter research, it is necessary to include actual case study research in selecting evaluation tools in order to improve the limit point. Actual measurement items which are derived from actual case study should be subdivided, and it would be more effective to complete the research. Conclusions - In rapid change in business models, there are various kinds of business models. But it is general situation that companies which adopted business models have not brought in revenue. For this reason, E-Commerce Evaluation Model is needed as an important factor for the structuring of the e-commerce success. Although it has the limitation in selecting evaluation tools from model, E-Commerce Evaluation Model proposes the implication for measuring business models as a valuable criteria.

• 유통과학연구
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• 제12권10호
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• pp.99-108
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• 2014

Purpose - The goals of this study are the following. First, this study focused on customer satisfaction of in-flight service. Specifically, in-flight duty free items were considered because of their potential value related with the differentiated strategy of airline companies. Second, this study analyzed feasible strategies that would fence off the aversive attitudes of consumers toward innovation regarding in-flight duty free items. Third, this study strived to discover implicit routes related with the reactions of of consumers to innovation. Fourth, the construal level theory was applied to the context of in-flight service. Psychological distance is expected to promote acceptance of innovation for duty free items. Research design, data, and methodology - This study consisted of three experiments. All data were collected through the participation of university students. First, the experiment employed a 2×2 between-subject design. The first independent variable was temporal distance (long vs. short of navigation time). The second independent variable was innovativeness (innovative duty free items vs. typical items). Further, experiment 2 involved a 2×2 between-subject design. The first independent variable was social distance (typical vs. atypical stewardess image). The second was innovativeness that was based on a pattern similar to that of the prior experiment. The third experiment involved a 2×2×2 design. The first and second independent variables were temporal distance and item innovation, respectively, based on the method of experiment 1. The third independent variable was cognitive depletion (depletion vs. control condition). Results - Experiment 1 demonstrated that the innovation of duty free items would need to consider the journey time of the airline. Specifically, innovative items were preferred in case of a long journey; typical items, however, were liked in a short journey. Further, experiment 2 demonstrated that, in spite of a short journey, innovative items would be preferred if an atypical stewardess was serving. An atypical stewardess was linked with social distance, and the psychological effects would activate a creative and flexible mindset that would fit with innovative duty free items. The final experiment was accomplished for the examination of cognitive processing of psychological distance on innovation-acceptance. Specifically, if the effects were related with systematic processing, then cognitive effort would be needed. In contrast, if they were related with heuristic processing, then such efforts would not be required. The same pattern appeared under both cognitive depletion and control condition; therefore, the effects of psychological distance were implied to be heuristic processing. Conclusions - Managers need to consider the navigation time, stewardess concepts, and depletion of consumers as important factors for innovative strategy regarding in-flight service. Longer journeys are more successful for innovative trials. Further, a more atypical stewardess image is more successful for atypical service. Long navigation and unfamiliar stewardesses may activate creative and flexible thinking. Further, cognitive depletion of consumers is not a dominant factor of psychological distance effects, because the effects are not related with systematic processing, but with heuristic processing.

• 핵의학기술
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• 제14권2호
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• pp.138-144
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• 2010

급변하는 의료환경 속에서도 변함없이 의료기관들은 환자 안전관리 부분의 중요성을 인식하여 관리하고 있다. 하지만 현재 환자안전관리는 사후관리와 처벌이 강조된 프로세스들로 조직원들의 참여성이 결여된 문제를 보이고 있다. 본원 핵의학과 에서는 참여형 니어미스 사고예방 활동을 시행하여 환자안전사고에 사전관리를 시작하고 사고보고에 따른 불이익이 없는 시스템을 구축하여 니어미스 감소 와 환자안전사고 제로화를 목적으로 본 연구을 시작하였다. 또한 핵의학과만의 차별화된 환자안전관리System구축도 그 목적으로 하고 있다. 1. 팀원들의 과거 니어미스 및 현재 발생되고 있는 니어미스와 사고 사례수집(1차 자료수집). 2. 설문을 통해 중요도, 긴급도를 파악하고 니어미스 및 사고사례를 정량화(2차 자료수집). 3. 자료 분석을 통한 중요 접점 파악과 사고 사례 정량화. 4. 중요 접점 부분에 대한 매뉴얼 제작과 표준화, 오류방지를 위한 참여형 개선활동 시행. 5. 니어미스 보고체계 구축을 위한 웹 기반 커뮤니티 활동. 6. 설문과 FGI를 통해 활동 전후 평가 시행. 1) 비계량적이었던 핵의학과 내 안전사고 및 니어미스를 계량화(월 50여 회의 니어미스와 년 1건의 안전사고발생) 2) 계량화된 데이터를 통해 개선방안을 수립(0여건의 참여형 개선활동, 프로세스 개선, 표준화를 위한 약속 매뉴얼 제작) 3) 안전문화 시스템을 형성하고 팀원들의 높은 관여도를 형성.(보고체계구축, 체크리스트 제작, 안전문화 슬로건 제작, 평가 인덱스 구축) 4) 니어미스 및 사고 사례를 공유하고 반면교사로 삼기 위한 커뮤니티 개설. 5) 활동 전후 니어미스 발생률은 50% 감소 하였고 안전사고 제로. 핵의학과의 최고의 서비스는 환자안전이 보장된 양질의 검사와 치료를 제공하는 것이다. 참여형 개선활동으로 니어미스사고를 예방하고 안전문화를 형성하여 시스템을 구축함으로써 니어미스 발생 사례는 50% 줄었으며 안전사고는 발생하지 않았다. 이는 환자안전사고의 사전관리란 측면에서도 시사하는 바가 있다. 또한 불이익이 없는 사고보고체계도 마련하여 솔직하게 보고하고 인정하는 문화도 만든 계기가 되었다. 기본에 충실한 뛰어난 시스템은 환자에게 제공되는 최고의 서비스이며 형성된 안전문화 시스템은 결국 고객만족으로 이어질 것이다. 따라서 본원 핵의학과 에서는 마련된 시스템을 정착하고 안정시켜 차별화된 환자안전문화를 형성해 나가고자 한다.

• 간호행정학회지
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• 제1권2호
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• pp.388-407
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• 1995

This study is (a) to describe the history of Total Quality Management (TQM) generated in the industry, health care service, and nursing society ; (b) to define the concept, total quality management including the definition of quality ; (C) to explain the each principle of TQM theory developed by main theorists, E. Deming, J. Juran, and B. Crosby ; (d) to give the examples related to TQM implementation at the health care organization ; and (e) to mention the extent to which the health care organizations are able to evaluate their cultural organization toward TQM and have had the way to measure the effect of TQM implementation. TQM referred to Continuous Quality Improvement(CQI), Quality Improvement(QI), and Total Quality Improvement(TQI), was not recognized by experts in the United States industry, but by economists in Japan until the end of the 1970's. However, the United States' government led to introduce the principles of TQM to general industry as well as health care service area so that TQM became a main philosophy to manage the organizations in health care service. TQM is a structured, systematic process for creating organization-wide participation in planning and implementing continuous improvement in quality. E. Deming established the "Chain reaction in Quality" and the fourteen point of TQM. The Chain reaction in quality is to describe the relationship among the reduction of waste, rework, and delay, quality improvement, customer satisfaction, and productivity. There are fourteen points to explain the principles of TQM by E. Deming. Juran defined the "Quality Trilogy" to improve the level of quality in any organization. Quality Trilogy has three steps such as quality planning, quality control, and quality improvement for implementing the TQM projects. Crosby describes his TQM theory by establishing "Four Absolutes" and "Fourteen steps in TQM" implementation. Until now, most healthcare organizations have made efforts to organize the TQM task team and to implement TQM principles with various issues. There are three priorities to select the TQM issues : High-volume, High-risk, and Problem-prone. However, there is no absolute, credible measurement yet to evaluate the effects of TQM implementation in health care organization regardless of the classification of health care organizations, geographical background, and social influence. Thus, developing the evaluation way in terms of TQM is the foremost task in health service area. The most important thing for TQM implementation in the organization is to settle up the concept, cultural transformation from traditional management toward quality.

• 한국정보전자통신기술학회논문지
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• 제4권1호
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• pp.53-60
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• 2011

In-Home Display (IHD)는 가정에 에너지 사용량을 실시간으로 보여줌으로써 사용자의 자발적 에너지 절감을 유도할 수 있는 대표적인 방식의 하나이다. 최근 다양한 통신 방식을 이용한 IHD가 제안되고 있으나 통신의 도달 거리와 운용상의 한계로 가구 단위로 구성되는 것이 일반적이다. 본 연구에서는 국내의 대표적 주거환경인 기축 아파트 단지에 대한 IHD의 보급을 위하여 400MHz 대역의 RF 통신을 적용 한다. IHD의 활용도를 높이기 위하여 내장 배터리를 사용하는 경우 빈번한 교환을 방지하기 위하여 에너지 효율적인 운영이 필수적이다. 이를 위하여 제공 정보를 업데이트 주기에 따라 공통 전송 데이터, 장주기 갱신 데이터, 단주기 갱신 데이터 3가지 타입으로 분류하고, 각각의 프로토콜을 분리함으로써 에너지 효율적 통신 프로토콜 체계를 제안하였다. 이를 통해 서비스 품질의 저하 없이 데이터 발생량과 배터리 소모량을 각각 최대 23.4%와 31.5%로 감소시킬 수 있었다.