• Journal of Korean Clinical Nursing Research
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• v.23 no.3
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• pp.321-331
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• 2017

Purpose: The purpose of this study was to investigate the effect of customer experience management on nursing service satisfaction of cancer patients and their intent to revisit the hospital and also to identify empathy ability of oncology nurses. Methods: Participants were 376 cancer patients and 190 oncology nurses from a tertiary hospital in Korea. Cancer patients' satisfaction with nursing care and intent to continue using the hospital were measured and empathy of oncology nurses was measured using Empathy Construct Rating Scale. Data were analyzed using descriptive statistics, ${\chi}^2$ test, t-test, one-way ANOVA and stepwise multiple regression analysis. Results: Patient satisfaction with nursing care and intent to continue using the hospital were higher in patients who received the customer experience management program than those who did not. Oncology nurses' ability to empathize was high. Clinical career, participate in customer experience management and education level together explained 20% of variance in empathy ability of oncology nurses. Conclusion: Findings from this study confirm that customer experience management affects patient satisfaction with nursing service and intent to continue using the hospital. Further research is necessary to reaffirm the empathy ability of the oncology nurses and to identify the related various factors.

• Journal of agricultural medicine and community health
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• v.43 no.2
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• pp.85-96
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• 2018

Purpose: This study was to compare health behaviors, DM management and HRQoL among Diabetic patients according to education experience. Methods: Data were obtained from Community health Survey(CHS) of 2015. The participants were 22,937 diabetic patients who had education experience or not. Data were analyzed on complex sample anaysis using SPSS 24 program. Results: The education experience group showed higher percentages of health behaviors and DM Management and higher HRQoL. The significant negative factors influencing HRQoL were Bed ridden experience, higher subjective stress, depression expereince, age, low education and positive factors were good subjective health status, walking, mod-exercise, drinking, employment, spouse, good subjective happiness. Conclusion: These results show that education experience is a way to help diabetic patients' health behavior, DM management, HRQoL.

• Korea Science and Art Forum
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• v.28
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• pp.175-184
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• 2017

This study aims to investigate the relations between the components of memorable tourism experience(MTE) and satisfaction, as well as loyalty. Research method and results of this study are as follows. Using the advance research of memorable tourism experience theory, the measurement scales were developed for the survey. Data were collected from the major cities in Dajeon, Korea between Jun. 1~Jul, 10, 2016. Of the 295 surveys collected, the researchers retained 274 usable responses. Data were used to examine the relations among characteristics of memorable tourism experience, satisfaction, and loyalty. The results indicated that the components of memorable tourism experience comprise nine factors. Moreover, part of the factors revealed to have significant positive effects on the satisfaction and loyalty. The results of this study provide implications for determining how tourism operators should prioritize their business resources in developing tourism programs.

• Korea Trade Review
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• v.47 no.5
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• pp.253-272
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• 2022

As the digital era accelerates, traditional perspectives have limitations in explaining the success or failure of export performance. The purpose of this study is to analyze new factors affecting export performance from the perspective of customer experience, which has emerged as an important factor in securing a competitive advantage and generating organizational performance. After deriving hypotheses based on literature review and discussion, a research model is designed in which three factors of customer experience such as understanding customer's objectives, customer value creation capability, and customer journey management are the antecedents, and export performance is the dependent variable. This model also includes organizational agility and personal contact as the moderating variables. To verify the hypotheses, multiple regression analysis was conducted on the collected data drawn from 198 SME exporters. According to the analysis results, it was found that all three antecedents positively affected export performance. In particular, the organizational agility and personal contact were confirmed to have a moderating effect that creates better export performance by interacting with customer value creation capability. The theoretical significance of this study is to find that effective customer experience management can be a key factor in creating export performance. The results suggest that checking the overall customer journey, exporters should select and intervene to intensively manage key touch points that can have a decisive impact on the quality of customer experience. At the end of the paper, practical implications to be considered in creating export performance through effective customer experience management are presented.

• International Journal of Quality Innovation
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• v.9 no.3
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• pp.71-91
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• 2008

The definition of cycle time is the time from the wafer start to the wafer output. It usually takes one or two months to get the product since customer decides to produce it. The cycle time is a critical factor for customer satisfaction because it represents the response time to the market. Long cycle time reflects the ineffective investment for the capital. The cycle time is very important for foundry because long cycle time will cause customer unsatisfied and the order loss. Consequently, all of the foundries put lots of human source in the cycle time improvement. Usually, we make decisions based on the experience in the cycle time management. We have no mechanism or theory for cycle time management. We do work-in-process (WIP) management based on turn rate and standard WIP (STD WIP) set by experiences. But the experience didn't mean the optimal solution, when the situation changed, the cycle time or the standard WIP will also be changed. The experience will not always be applicable. If we only have the experience and no mechanism, management will not be work out. After interview several foundry fab managers, all of the fab can't reflect the situation. That is, all of them will have an impact period after product mix or utilization varied. In this study, we want to develop a formula for standard WIP and use statistical process control (SPC) concept to set WIP upper/lower limit level. When WIP exceed the limit level, it will trigger action plans to compensate WIP Profile. If WIP Profile balances, we don't need too much WIP. So WIP level could be reduced and cycle time also could be reduced.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.22 no.6
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• pp.90-99
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• 2021

This study was conducted to provide basic data for improving nursing management practice by comparing and analyzing the perceptions of nursing students and clinical instructors about the importance of the learning contents of nursing management and their practical experience. The final 343 copies were analyzed using the Mann-Whitney test and cross-analysis, targeting 4th-grade students and clinical instructors at three universities. Both nursing students and clinical instructors recognized 'communication', 'interpersonal relationship', 'responsibility', 'trust', and 'morality' as important factors in the evaluation items of practice. Among the top 10 most importantly recognized items among nursing-management practice learning content, six items ('infection control', 'nursing record management', 'patient nursing management', 'drug management', 'patient safety', and 'nursing malpractice') were matched in the two groups. Moreover, clinical instructors recognized that interpersonal relationships and relationship ethics were important, while nursing students chose legal responsibility. As a result of the practical experience analysis between the two groups, nursing students had high experience of indirect participation, but the clinical instructors had a high experience of direct instruction. A plan is needed to reduce the difference by establishing an organic partnership relationship between the university and practice institutions and increase the experience of direct practice of nursing students.

• Korean Management Science Review
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• v.11 no.3
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• pp.153-167
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• 1994

Credibility theory has provided with a useful tool the assignment of weighting factor that reflects the credibility of the observed individual and collective experience to secure fair experience rate-,making. We review credibility models which can effectively estimate risk premiums using credibility theory, and suggest an empirical Bayed model based on the collective statistics to estimate the structural parameters. To illustrate the use of evolutionary models, the models are applied to the actual data, such as loss ratio, claim frequencies and severity, in the Korean automobile insurance. Also the possibilities of generalizations and applications of empirical models are discussed.

• Journal of the Ergonomics Society of Korea
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• v.31 no.2
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• pp.299-308
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• 2012

Objective: This study presents the conceptual framework and the conceptual model to account for user experience by expanding the existing concepts of usability, in particular considering the user-interface environment in digital convergence. Background: To better understand a variety of users interacting with a converged product based on digital technologies, there seems to be a limit to consider the existing concepts of usability. All possible aspects of user's interaction with a product in a context of use need to be taken into consideration. Method: This study identifies the concept of user experience through a comprehensive literature review. Results: First, this study reviews the existing concepts of usability and user experience. And then this study describes four main components in the conceptual framework of user experience: user's internal states, user's external states, a product, and various outcomes, each of which encompasses distinct sub-components. The conceptual model of user experience accounts for how user's internal states change over time and for how different sub-components affect actual behavior of use. Conclusion: It is expected that these user experience concepts can be used in basic resources to better understand different behavioral characteristics of users and to better design interactive products in converged digital environments.

• Journal of the Korea Safety Management & Science
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• v.16 no.2
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• pp.101-109
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• 2014

This study is about safety education experience and practice of parents who are raising preschool children and the study results are as the following. For safety education experience state, parents had experience of safety education and mostly received it through communities, TV, Internet, etc. The most common educational content was the traffic safety education. For safety education practice degree according to number of children, safety education practice was mostly done well with 1~2 children. For safety education practice degree according to family type, safety education practice degree within the family was done most in nuclear families while healthy life habit safety education practice degree was done most in nuclear families and reconstituted families. Also, for traffic safety education practice degree, it was done well in nuclear families. For respiratory disease safety education practice degree, nuclear families and reconstituted families were the highest and for first aid safety education practice degree, single-parent families were the highest. For safety knowledge level of parents, safety knowledge of family was the highest, followed by safety knowledge of respiratory disease, and traffic. For safety education practice degree and safety knowledge according to safety education experience of parents, there was a significant difference in practice degree according to safety education experience of parents and there was also difference in practice knowledge according to experience. There was also education effect in healthy life habit safety knowledge and traffic safety knowledge.

• Journal of Korea Society of Industrial Information Systems
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• v.27 no.5
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• pp.99-117
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• 2022

This study examines the effect of customer experience management capability of a bank and job satisfaction and customer orientation of the frontline employee in bank. The proposed research model and developed hypotheses were tested using structural equations modeling based on data collected from 321 employees working in banks. The results of the study confirm the positive effects of employee training, employee empowerment, employee evaluation, cross functional work of customer experience management capability is job satisfaction and customer orientation. But channel integration is not supported job satisfaction and customer orientation. Performance management influenced customer orientation through job satisfaction. The study provides On a theoretical level valuable insights into the customer experience management competency at the organizational unit and but there is also a limitation that firms the is limited.