• 한국콘텐츠학회논문지
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• 제17권6호
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• pp.424-435
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• 2017

서비스는 유형의 제품과 달리 사람들의 행동을 통해 고객들에게 전달되기 때문에 품질관리가 어렵고 서비스 실패가 자주 발생한다. 이러한 서비스 실패가 발생한 후에 이를 적절한 방법으로 회복하지 않으면 고객들은 부정적 구전활동을 하게 되고, 재구매 의도에도 나쁜 영향을 미치게 된다. 서비스 실패가 발생한 경우에 적절한 회복노력을 하는 경우에 그렇지 않은 경우보다 오히려 고객만족을 높일 수 있다는 서비스 회복의 역설(service recovery paradox)은 서비스 실패 이후의 회복노력의 중요성을 말하고 있다. 본 연구에서는 서비스 회복의 만족에 영향을 미치는 요인으로 분배적 공정성, 절차적 공정성, 상호작용적 공정성을 독립변수로 상정하고, 서비스 회복의 만족의 결과변수로 부정적 구전과 재구매 의도를 상정하여 가설과 모형을 설정하였다. 시나리오 기법을 이용하여 자료를 수집한 후 SPSS와 AMOS를 이용하여 모형 검증을 하였다.

• 한국실내디자인학회논문집
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• 제16권4호
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• pp.31-38
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• 2007

This study is interested in how philological interpretation of a space text were patterned so as to give the text structural cohesion. A similar philological motivation incorporates some of the notions of generative grammar. Interpretation is the process of recovering the cultural meanings expressed in discourse by analysing the linguistic structures in the light of their interactional and wider social contexts. Viewed in this light, the process of this study is illustrated as follows: At first, this research contains basic concepts of signification of text and context, and theories of spacial text and context of typological structure in terms of Ricoeur's structural Hermeneutics. Secondly, it concretize a logic that traditional space context is inserted in organized attribute like emotion, spirit, nature as character of contemporary space text through typological structure. Finally, from aspect of designation theory among interpretive semantics, it shows that korean contemporary space design is incorporated with typological structure of korean traditional palace spacial context homologically through the case study of I-Hotel space design. Through this process, this study suggest that positivistic interpretation methodology by designation of text is logical thinking of Korean traditional space design.

• 보건교육건강증진학회지
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• 제30권4호
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• pp.17-24
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• 2013

Objectives: This paper aims to give a review on the concept, the type, and the purpose of intersectoral collaboration, to provide a framework of intersectoral collaboration, and to review the effectiveness of intersectoral collaboration. Methods: Peer-reviewed journals were searched in Pubmed using the terms of 'intersectoral collaboration,' 'multi-sector policy,' 'intersectoral partnership,' and 'cross-sector collaboration.' In total, 240 papers were identified. After reviewing the abstracts of these papers, 59 papers were chosen to be reviewed in full-text. Contents were extracted from these papers that were pertinent to the research questions. Results: Intersectoral collaboration has been advocated since Alma Ata Declaration. However, it has been largely ignored in practice. Various factors including context, support, task, team, interactional process, individual, and overarching factors can affect the success and the failure of intersectoral collaboration. Conclusions: Some strategies to facilitate intersectoral collaboration activities and future research agenda were suggested.

• 산업경영시스템학회지
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• 제32권2호
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• pp.147-157
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• 2009

This paper is to test the modulating effect of organizational culture on the relationship between personality and incremental innovation, and study of the relationship between incremental innovation and service Quality in service industry. Based on 507 data gathered in service companies in Korea, analysis results and showed that procedural, interactional, and innovative culture have affirmative relation with incremental innovation. Therefore innovative culture appeared to have some modulating effect on the relationship between personality and incremental innovation. And ana-lysis results of relationship between incremental innovation and service quality are followed; service innovation and process innovations showed positive effects except some operation innovations.

• 간호행정학회지
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• 제18권1호
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• pp.33-45
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• 2012

Purpose: The purpose of this study was to identify the role experience of preceptor nurses in general hospitals. Methods: Data were collected from 10 experienced preceptor nurses through in-depth interviews about their experiences. The main question was "How do you describe your experience as a preceptor in the process of role adaptation?" Qualitative data from field and transcribed notes were analyzed using Strauss & Corbin's grounded theory methodology. Results: The core category of experience in the process of role adaptation as a preceptor nurse was identified as 'being responsible to teach from beginning to end'. The participants identified five interactional strategies; 'abruptly having to take the role as a preceptor unwilling', 'difficulties in field training with variable situations', 'preceptor and new nurse with love and hate relationships', 'bring up preceptee as a child', 'redefining the concept of preceptor'. Conclusion: The results of this study provide useful information for understanding the role of preceptor nurses in general hospital who have to teach new nurses with patience and responsibility. It will be needed to establishment of preceptor's role and educational standards, and policy for their rewards by nurse manager. Additionally, making cooperative educational climate in nursing ward is important for teaching new nurse.

• 경영과정보연구
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• 제33권3호
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• pp.59-76
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• 2014

현재까지 국내에서 진행되어 온 서비스 실패와 회복 관련 연구들은 한국인의 정서적인 측면을 많이 고려하지 않았다. 한국인의 특성 상 이러한 감정적인 측면이 서비스 회복과정에서 작용할 수 있음에도 불구하고 대부분의 선행연구들은 기존에 해외문헌에서 주로 다루어진 변수들만으로 연구를 진행하였다. 그러나 실제 국내의 서비스 상황에서 발생하는 서비스 회복 과정에서는 소비자가 지각하는 정이라는 개념이 작용하는 경우가 많다. 이에, 관련 연구의 이해의 폭을 넓히고, 정이라는 개념을 실무에 적용하기 위해서는 추가적인 연구결과가 필요하다고 판단하였다. 따라서 본 연구에서는 기존연구의 한계점을 고려하여 서비스 회복상황에서 지각된 공정성과 고객이 지각하는 서비스제공자에 대한 정의 역할을 함께 살펴보았다. 이를 통해 국내 고객관점에서의 서비스 실패 상황에 적합한 서비스 회복모형에 대해서 고찰할 수 있는 계기를 마련하였다. 본 연구의 결과를 통해 단순히 서비스 회복 노력의 공정성뿐만 아니라 서비스 실패 후 회복과정에서 고객이 지각하는 정이라는 한국인 고유의 감정의 조절효과를 살펴봄으로써 고객의 이해심을 구할 수 있는 진심어린 회복노력의 중요성을 확인할 수 있다.

• 대한간호학회지
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• 제45권2호
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• pp.240-250
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• 2015

Purpose: The purpose of this study was to validate the Korean version of the Ethical Leadership at Work questionnaire (K-ELW) that measures RNs' perceived ethical leadership of their nurse managers. Methods: The strong validation process suggested by Benson (1998), including translation and cultural adaptation stage, structural stage, and external stage, was used. Participants were 241 RNs who reported their perceived ethical leadership using both the pre-version of K-ELW and a previously known Ethical Leadership Scale, and interactional justice of their managers, as well as their own demographics, organizational commitment and organizational citizenship behavior. Data analyses included descriptive statistics, Pearson correlation coefficients, reliability coefficients, exploratory factor analysis, and confirmatory factor analysis. SPSS 19.0 and Amos 18.0 versions were used. Results: A modified K-ELW was developed from construct validity evidence and included 31 items in 7 domains: People orientation, task responsibility fairness, relationship fairness, power sharing, concern for sustainability, ethical guidance, and integrity. Convergent validity, discriminant validity, and concurrent validity were supported according to the correlation coefficients of the 7 domains with other measures. Conclusion: The results of this study provide preliminary evidence that the modified K-ELW can be adopted in Korean nursing organizations, and reliable and valid ethical leadership scores can be expected.

• 대한간호학회지
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• 제45권4호
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• pp.613-624
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• 2015

Purpose: The purpose of this study was to develop a scale to evaluate empowerment in woman with breast cancer and to examine the validity and reliability of the scale. Methods: The development process for the initial items included a literature review, interviews, and construction of a conceptual framework. The identified items were evaluated for content validity by experts, resulting in 3 factors and 48 preliminary items. Participants were 319 women with breast cancer recruited to test reliability and validity of the preliminary scale. Data were analyzed using item analysis, confirmatory factor analysis, criterion related validity, internal consistency and test-retest reliability. Results: The final scale consisted of 30 items and 3 factors. Factors, including 'intrapersonal factor' (14 items), 'interactional factor' (8 items), and 'behavioral factor' (8 items), were drawn up after confirmatory factor analysis. Goodness of fit of the final research model was very appropriate as shown by ${\chi}^2/df=1.86$, TLI=.90, CFI=.92, SRMR=.06, and RMSEA=.05. Criterion validity was evaluated by total correlation with the Cancer Empowerment Questionnaire .78. Cronbach's alpha for total items was .93 and test-retest reliability was .69. Conclusion: Findings from this study indicate that the scale can be used in the development of nursing interventions to promote the empowerment of women having breast cancer.

• 여성건강간호학회지
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• 제1권2호
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• pp.260-274
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• 1995

In order to help the theory development for "women health", and to apply to the women client care, the concept analysis of "women health" was done. According to the concept analysis method by Walker & Avant, the characters of concept "women health" were analyzed from literature. The results were as followings : first, it emphasizes reproductive focused health care(childbirth-oriented) and normal development process regarded as abnormal. Second, it is affected by cultual environment. Third, it is related with sex. Forth, it considers the human, feminine and maternal aspects. Fifth, it need woman-centered nursing approach to promote woman's quality of life. Sixth, it stresses not only wholistic human health promotion but also the harmony between human and environment. Seventh, it is needed to be considered woman's various experiences as important and it approaches phenomenogically and interdisciplinary. Eighth, it needed to understands person-situation interactional aspect. Ninth, it can promote the adaptation power to surrounding environment. Above results can elucidate the concept of "women health", and will be a basis of theory development of "women health" In practical nursing, these results will be a basis for the promotion of women health and for the increase of life quality.

• 한국경영과학회지
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• 제29권4호
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• pp.95-116
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• 2004

This study will attempt to build an integrated model of the customer satisfaction process with service encounter in a comprehensive point of view including the expectancy-disconfirmation theory, justice theory, and attribution theory. In addition, this study will attempt to examine the influence of service failure-related variables and service recovery-related variables on customer satisfaction in the airline firms' service failure and recovery situation. The results showed that the higher the controllability and severity of the failure, the more positive influence on expectancy of recovery and more negative influence on the recovery satisfaction increased. They also showed that the higher procedural recovery efforts and distributive/interactional recovery efforts, the more positive influence on perceived recovery performance and recovery satisfaction also increased. It was found that the recovery satisfaction with service encounter depended on the extent to which the customer's perception of recovery efforts confirmed the expectancy of recovery. Also it was found that perceived recovery performance has an effect on recovery satisfaction through the mediation of recovery disconfirmation indirectly as well as directly.