• Journal of Information Technology Services
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• v.13 no.2
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• pp.219-250
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• 2014

Corporations look for their competitiveness in many different areas, and one of them is customer call center, which provides professional, special service to the customers. The importance and the value of realization of customer satisfaction at each call center have become significant as it plays a leading role and is responsible for customer recreation and follow-up services. This study held in-depth interviews with 3 groups of professional call representatives (categorized by experience) from popular property and life insurance companies in Korea who operate in and outbound calls. Three variables, emotional quotient, organizational citizenship behavior (OCB), and IT utilization skill, were selected and it was observed how these variables affect the job performance of in and outbound call center representatives. The importance of the relationship between the variables and the key factors in the future direction of improvement of the call center representative organization was analyzed. Emotional quotient refers to the ability to recognize and use the emotion of oneself and others. It was considered it would be effective in enhancing the counseling ability of call center representatives, This study identifies the effect of emotional quotient on job performance and organizational citizenship behavior, which is defined as actions outside of normative roles in the organization. Also, the study aims to prove the effect of emotional quotient on the rapidly developing IT utilization ability in relation to job performance. As a result, it was found that service career (3 months, 3 years, 10 years) had a significant effect on the key factors that affect the organization-emotional quotient, IT utilization skill, and OCB. Especially for OCB, it was considered relatively less important to the new employees, while it greatly affected the job performance, rate of settlement, and sustainment of the working life for those with longer experience. Also, the result of the interview for each variable differed by the service career. Emotional quotient, IT utilization skill, and OCB were close connection for the representatives with longer experience than for those with shorter experience. And the level of intimacy of their relationship with job performance was in proportion to the years of service. Thus, to secure stability for the call center representatives and enhance their job performance continually, the importance of emotional quotient and IT utilization skill shall be reflected in the operation process actively. In particular, in order to lead a organization with outstanding culture, a management system shall apply OCB from the recruitment process.

• Korean Journal of Health Education and Promotion
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• v.26 no.1
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• pp.1-13
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• 2009

Objectives: This study was conducted to estimate the health-related quality of life (HRQOL) using EuroQoL-5 Dimension (EQ-5D) and to identify its related factors among urban-dwelling adults. Methods: The data for this study were obtained from 1,134 subjects aged $20\sim91$, who participated in 'Survey on the health status and demand for health' in two cities of Korea (Dong-gu, Gwangju and Suncheon-si, Jeollanamdo). The HRQOL was measured using the EQ-5D instrument and EQ-5D index scores were calculated by two Korean valuation study model using time trade-off method. Results: The mean EQ-5D index scores for all subjects were $0.865{\pm}0.218$ (model A), and $0.921{\pm}0.170$ (model B). The EQ-5D index score was significantly different according to demographic and socioeconomic characteristics (gender, age, marital status, education, occupation, income, and health security system), self-rated health condition, health-related psychological assessments (enough sleep, fatigue rate, stress rate, and degree of satisfaction on the residence). The results of multiple linear regression showed that age, marital status, income, coverage of medical insurance, self-rated health condition, and fatigue rate were significantly related common statistical factors of HRQOL in two Korean valuation study model. Conclusion: Among the adults residing in urban environment, the HRQOL was significantly lower on the subjects with following conditions: higher age, being alone without a spouse as a result of death, divorce or separation, low income, medical aid program, poor self-rated health condition, and chronic fatigue. In order to improve the urban adults' quality of life, healthcare policy and health promotion program must be developed with considerations to factors related to the HRQOL.

• Research in Community and Public Health Nursing
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• v.1 no.1
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• pp.299-317
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• 1989

This study was attempted to find out the distribution of industrial nurses, analyze job performance by function and utilization state of medical dispensary among workers. The subjects for this study were 32 nurses working at industry located in Kyungpook and Taegu area. The data was collected through questionaire during the period of August 5-31, 1986, and analysed by the method of frequency and percentage. The following is the main findings of the study; 1. 72.2% of respondents was engaged in manufacturing industry, 33.3% in workplace whose regular workers was more than 2,000 workers. 67.7% in occupational health physicians was part-time system. 2. 93.1% of respondents was 20-29 years age group, 93.1% was graduates of junior nursing college, 96.6% was unmarried. 448% had 1-4 years of total working experiences. 3. For the motives which made them becomes industrial health nurse, 'good employment condition' was 62.1%. For the job satisfaction, 'moderate' was 586%. For the interest about the industrial health, 'moderate' was most frequent (58.6%). In the inservice education, 86.2% of the subjects was received education. 4. For the attitude of the dispensary and industrial nursing of employer, 'necessary' was most frequent (72.4%, 62.6%). 5. All establishment had dispensary facilities, 65.5% of them had independent dispensary. 6. In duty shift, 93.1% of respondents was working in one shift system. 41.4% of respondents was received from 250,000 won to 290,000 Won and 41.4% was belong to personnel section and 24.1% was direct controlled by general business section chief. 7. In the main health problem of their factories, 48.3% of respondents was work-environmental state, 24.1% was health education. 8. In the Dispensary budget, 60% of respondents was under 3,000 won per worker. 9. In the job performance rate by function, nursing service 73.1%, industrial health and nursing management 63.7%, environmental hygiene and safety management 54.5%, medical insurance 44.9%, welfare 38.4%. 10. Main health complaints among workers utilizing medical dispensary was 35.9% of respiratory system, 21.5% of gastro-intestinal system, 11.0% of skeletomuscular system.

• Informatization Policy
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• v.18 no.4
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• pp.22-41
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• 2011

Current socioeconomic condition in South Korea is characterized by growing country with highly unemployment rate. Enhancing service industry, therefore, is one of the important government policy issues. In addition to quantitative growth of service industries, OECD comparisons between countries as shown in the competitiveness of the domestic service industry, followed by a very low-level, enhancing the competitiveness of service industries are also important issues of national policy. In particular, finance, education, insurance industry, such as relatively large enterprises have entered the service industry to remain competitive and comparable, but the case of small service industries, has shown a very low level of competitiveness. Thus, the world's leading technology and IT infrastructure can be applied to small and medium-sized service industry in order to improve productivity, customer satisfaction, and service infrastructure, resulting in improving competitiveness. The purpose of this study is to develop government supporting policy issues by analyzing the current usage of IT, problems and requirement analysis, and critical success factors for applying IT to small and medium-sized service industries. For a survey 2,000 samples are collected from service companies. The results show that IT usage is very important to improve competitiveness in small and medium sized service industry. In addition, customized it solutions are needed to satisfy different characteristics of service industry depends on types of business. Finally, government supporting programs of IT has to be improved. The results would be able to provide directions and guide lines of IT utilization in service industries.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.17 no.2
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• pp.343-350
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• 2016

To prepare a method for improving the oral health-related quality of life for Chinese foreign students by examining the oral health care behavior affecting the oral health-related quality of life, a self-administered survey was conducted with 236 Chinese foreign students at an university located in Jeonbuk during April 2 -May 5, 2013. The results showed that 65.3% had not visited the dentist within one year, 82.6% had not received scaling within one year, and 68.2% had not received oral health education. In regards to the OHIP-14 according to the general characteristics, there was a significant difference in the school year, health insurance enrollment status and overseas study life satisfaction (p<0.05). In regards to the OHIP-14 according to the oral health care behavior, there was a significant difference in the subjective oral health condition, the experience of having visited a dentist within one year and an experience of having received scaling (p<0.05). As for the influencing factors on the oral health-related quality of life, they were found to be the subjective oral health condition and the experience of having received scaling within one year (p<0.05). For the purpose of helping Chinese foreign students to conveniently use medical institutions when oral health-related problems arise, there is a need for a translated version of the guidebook in their native language, the availability of medical professional interpreters, the availability of a university level oral health service center, and practical oral health education to enhance oral health.

• The Journal of Korean society of community based occupational therapy
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• v.5 no.2
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• pp.11-21
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• 2015

Objective : We tried to know the effect on the ability of work performance, cognitive, balance, depression, ability of daily living, the quality of life, and time usage after applying the group cognitive therapy that based on lifestyle redesign to dementia elderly. Methods : We performanced the group cognitive therapy that based on lifestyle redesign to 15 dementia elderly for 12weeks by total 5 steps. We evaluated the ability of work performance(COPM), cognitive(MMSE-DS), balance(BBS), depression(GDS-K), ability of daily living(MBI), the quality of life(GQOL-D), and time usage(OQ) of before and after the programme. Results : There was a significant difference of the ability of work performance, balance, the quality of life, and locomotive area of time usage after applying the group cognitive therapy that based on lifestyle redesign to dementia elderly. Conclusion : The group cognitive therapy that based on lifestyle redesign programme is effective for satisfaction of work performance and improvement of the quality of life and balance ability. The programme is also effective for locomotive area of time usage. We found out the effect of the programme in variety of the life of dementia elderly.

• Journal of Korean Medicine Rehabilitation
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• v.30 no.2
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• pp.139-152
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• 2020

Objectives To explore the traffic injury patients' experience on health care utilization of Korean Medicine (KM) practice and perception of health care system for developing a Korean medicine clinical practice guideline (CPG) of traffic injuries by survey method. Methods Two hundred ten patients in suffering from traffic injuries were surveyed from September 1st, 2019 to January 31th, 2020 at 2 University Hospitals (Pusan National Korean Medicine Hospital and Kyung Hee Korean Medicine Hospital at Gangdong) and 1 Spine Specialty Hospital (Jaseng Hospital of Korean Medicine). A structured questionnaire of experience on health care utilization of KM practice and perception of health care system of was distributed to responders by visits and all data were statistically analysed. Results Survey results showed high satisfaction of patients with the experience of KM treatments in order of daoyin exercise (7.8±2.3), chuna manual therapy (7.7±4.0), pharmacoacupuncture (7.4±3.0) etc. Safety concerns were reported in 9.1% subjects and 205 (97.6%) patients answered that collaboration with KM and western medicine is necessary for patients with traffic injuries. For the patients' requirement for extending insurance coverage, the most required therapy was chuna manual therapy (57.5%) and pharmacoacupuncture (42.0%). Conclusions This study presented the realistic patient-centered perception of KM practice and health care system in Korea. These results will provide basic data to be reflected in the process of adaptation for the revision of Korean Medicine CPG for traffic injuries.

• Child Health Nursing Research
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• v.19 no.1
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• pp.1-11
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• 2013

Purpose: This study was done to develop a scenario and evaluate student performance in simulation learning of care for children with respiratory distress syndrome in neonatal intensive care units. Methods: To test the application effect, a one group pre-test design was applied. The scenario based on actual patients and textbook material was developed through several meetings of experts. The scenario was used with 17 groups of 55 senior nursing students who participated voluntarily. Results: Contents were organized focusing on the nursing process for simulation learning. In the application of knowledge and skills, nursing students had high scores in the contents of observation of oxygen saturation, and care to relieve dyspnea. Participants' ability, especially in suction and oxygen supply in the evaluation of objective structured clinical examination was not adequate. There was a significant positive correlation between problem-solving ability and satisfaction in learning. Conclusion: The respiratory distress syndrome simulation scenario developed in this study was an effective tool to give students experience in problem solving and critical thinking ability under conditions similar to reality. The development of various scenarios for child nursing care is needed.

• Korea Journal of Hospital Management
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• v.22 no.4
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• pp.33-49
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• 2017

Background: Health care utilizations and costs of the patients with degenerative lumbar spine disease in Korea increased dramatically. We analyzed whether hospital market competition is associated with charges and length of stay for patients with degenerative lumbar spine disease. Methods: We used Medical claims data of 2002 and 2010 from the nationwide representative sample of National Health Insurance Service of Korea. The study subjects were inpatients with degenerative lumbar spine disease (N=24,768) in 2002 and 2010. We employed a multilevel linear mixed model that included patient- and hospital-level variables in hierarchical data. Results: Higher hospital competition was associated with lower charges (${\beta}=57.5$, p<.0001 in 2002; ${\beta}=353.7$, p<.0001 in 2010) and shorter length of stay (${\beta}=0.3$, p<.0001 in 2002; ${\beta}=0.9$, p<.0001 in 2010) in both 2002 and 2010. Compared to 2002, the magnitude of such association became greater in 2010. However, subgroup analyses show that the influence of competition on charges and length of stay differed by hospital size. Conclusions: This study showed that hospital market structure (e.g., hospital competition) affects hospital efficiency (i.e., hospital charges and length of stay). It is necessary to continue to monitor how changing market structure influences hospital outcomes, including more detailed outcomes such as patient satisfaction.

• Journal of Technologic Dentistry
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• v.34 no.3
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• pp.273-281
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• 2012

Purpose: This study conducted a survey on the elderly of 65 years and over with physical debilities and ones capable of living at home residing in Jeju Special Self-Government Province to compare and analyze demo-sociological characteristics and factors influencing on oral health related living quality. And also this study intended to provide basic data for developing effective public medical policies and health promotion programs to increase oral health related living quality of the elder. Methods: The elderly of 65 years and over living in Jeju Special Self-Government Province were interviewed individually from 7 February 2011 to 18 April and interview results of a total of 220 subjects were analysed for this study. Results: Current status of the elderly including ones with & without physical debilities influenced functional limitation and behavioral aspects of GOHAI criteria used in this study. The elderly with physical debilities experienced less limitation in food chewing and swallowing, and pronunciation than ones capable of living at home. On the analogy of the previous study(by Park, N. G., 2010) in which oral health related quality and satisfaction of life of the elderly with physical debilities were different due to their physical, circumstantial and psychological limitations, the former's oral health conditions are worse than the ones capable of living at home and because of medical care accessability limitation they suffer from deteriorated oral condition. By the comparison of factors influencing on the living quality relating to the oral health of the elderly with physical debilities and ones capable of living at home, 2 factors, age and living area, were meaningful factors commonly influencing on the oral health related living qualities of both. The elderly of 75 years and over were more affected by psychological and behavioral aspects of oral health related living quality than the ones of 65-74 years, and the ones living in country suffered from functional limitations, pains and discomfort more than ones in city. Additionally, being different from the elderly capable of living at home, the ones with physical debilities were influenced by the factors of average monthly income and medical security type. Conclusion: Improvement of programs and systems to increase oral health related quality of life needs to be carried out preferentially for the elderly of 75 years and over, and dwelling in country. Also this study suggests that the policy of paying the denture insurance allowance in 2012 need effective planning considering the elderly's current status, age, living area, medical security type.