• 한국IT서비스학회지
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• 제13권2호
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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.

• 한국심리학회지 : 문화 및 사회문제
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• 제21권3호
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• pp.395-417
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• 2015

본 연구의 목적은 첫째, 노동 현장에서 일하는 활동적 노인의 직무만족과 직무동기를 예측하는 성격변인을 탐색하는 것이었다. 둘째, 활동적 노인의 직무동기와 직무만족을 설명하는 가장 적절한 경로모형을 구축하는 것이었다. 셋째, 활동적 노인의 성격과 직무만족 사이를 매개하는 직무동기의 효과성을 검증하는 것이었다. 연구의 참가자들은 춘천에 거주하는 만65세 이상의 활동적 노인 280명이었다. 280명 중에서 남성은 122명(43.6%), 여성은 158명(56.4%)였으며 연령 범위는 65세에서 88세 사이였다. 위계적 회귀분석 결과, 우호성, 성실성, 내적 통제감이 유의하게 직무동기를 정적으로 예측하고 개방성과 신경증성이 부적으로 예측했다. 우호성, 성실성, 자존감, 내적 통제감이 각각 직무만족을 정적으로 예측했다. 회귀모형결과의 유의하게 나온 변인들과 선행 연구에 기초해서 3개의 경로모형을 탐색했으며 모형2(성격변인인 개방성, 신경성, 내적통제, 우호성, 성실성, 자존감과 직무만족 사이를 직무동기가 매개하는 모형)와 모형 3(내적통제, 우호성, 성실성, 자존감과 직무만족 사이를 직무동기가 매개하는 모형)이 적합했고 이 중에 모형 3을 최종 모형으로 선택했다. 마지막으로, 우호성, 성실성, 내적 통제와 직무만족 사이를 직무동기가 매개한다는 결과를 얻었다. 논의에서 본 연구의 활동적 노인의 성격, 직무동기, 직무만족 관계를 밝힌 의의와 생산적 노년개념의 한계점 및 향후 연구과제에서 노동현장에서의 활동적 노인 연구에 대해 제안하였다.

• 한국비블리아학회지
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• 제21권4호
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• pp.149-160
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• 2010

1997년 Lavagnino가 도서관 발전에 기여한 정보 기술동향을 4단계로 구분하면서 의문으로 남겨두었던 마지막 다섯 번째 단계는 웹에 관련된 기술, 오픈소스 어플리케이션, 정보기술을 이용한 도서관 협력 네트워크, 디지털 도서관, 무선통신과 소셜 미디어 등이 주가 되는 단계로서, 최근의 도서관 경향을 잘 대변해 준다. 이에 필자는 최근 미국의 도서관 정보기술 동향을 고찰하기 위해 2006년부터 현재까지 발표된 시스템 사서와 이와 관련된 직무에 대한 채용공고를 분석하였는데, 그 결과 다음의 세 가지를 도출하였다. 첫째, 'Systems Librarian'은 더 이상 도서관 자동화 시스템 관리 능력만을 의미하는 것이 아니라 각 도서관에서 필요한 다양한 정보기술의 적용과 수행능력을 요구한다. 둘째, 의외로 'network management skills'은 그다지 많이 요구되지 않는다. 마지막으로, 희귀소장자료를 다루는 부서에서 시스템 사서의 필요성이 높아지고 있다. 이러한 결과는 시스템 사서의 주요업무인 도서관 자동화 시스템을 넘어서는 정보기술들로 인해 새로운 직무들과 직책들이 생성되었음을 의미하는 것으로, 특히 최근에 가장 요구되는 정보 기술은 바로 웹과 관련된 기술들임을 확인할 수 있을 뿐 아니라 팀제 환경에 적합한 인재를 더욱 선호하는 경향이 있음을 확인할 수 있다.

• 산업경영시스템학회지
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• 제32권3호
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• pp.49-58
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• 2009

Healthcare organizations need mutual cooperation among various medical professionals in order to carry out the performance of their duties spite of haying a strong job specialization and independence based on license. However, spite of the importance of leadership roles, there have not been enough researches dealt with leadership effect under the complex duties' relationship of a healthcare organization. This study suggested a new model by combining characteristics of leadership style, job satisfaction, and organizational commitment using Structural Equation Model (SEM). The data were self-administered questionnaires collected in 2006 from 437 employees (nurses, medical technicians, and administrative staffs) of 5 hospitals located in Seoul. The items of questionnaire were composed as a method of choosing new leadership style based on the Bass's standardized questionnaire on a Iransactionaljtransformational leadership combining the Leader Behavior Description Questionnaire-XII (LBDQ-XII) of the Ohio State University and Graen and Uhl-Bien's LMK scale through simulation techniques responding to organizational commitment. As a result, the leadership style increasing employees' self-confidence and having continuous response relationship between managers and employees improved their discretion and empowerment as well as worthwhileness and pride. However, the leadership style emphasizing reward and a sense of duty brought about a bed result that was not able to effectively respond to employees' discretion and empowerment and even weakened their worthwhileness and pride. After all, the leadership style based on vision and change had an effect on organizational commitment but the other one based on reward and a sense of duty seemed to be unsuccessful in organizational commitment. Therefore, the desirable leadership in a healthcare organization should be based on employees' self-confidence and continuous response relationship between managers and employees.

• 대한간호학회지
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• 제2권1호
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• pp.159-174
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• 1971

The Family Planning Program has teen intensively implemented in Korea by the national policy since 1962. However, the desired effective results were not fully obtained by many reasons such as the shortage of qualified workers, lack of eligible women's cooperation and understanding of the importance of family planning etc., The field family planning workers is classified into two categories along the governmental personnel order; the senior field worker and the assistant field worker. The former is qualified licensed nurse and the latter same as the former of a certified nurses-aid. These family planning worker's roles are somewhat in change not only in field education, distribution of contraceptions, administrating mother's class of assistant field workers but also responsible for the senior field workers such as recording, reporting and keeping statistics. Therefor, the desired success of family planning programming in Korea depends on family planning worker's professional abilities and activities in the field. In aiming to study on professional knowledge of the above two kinds of family planning workers, the following results were obtained through a field survey with question airs done as of October, 1970 in Kyonggi-Do. 1. Working term of the family planning workers in average were less than two years. The younger the assistant Field workers were, the earlier they left job. 2. The assistant field workers selected their job in order to the superficial rather than implementing job itself. 3. Most of the workers either in the health center or in the Up-Myun had a better understanding concerning with their job ; contraceptive methods, maintenance of equipment and drug keeping, and other administrative procedures, etc., 4. They had relatively better understanding and sufficient knowledge about contraception itself and application of it's methods and side effects in detail too, but less knowledges for the care after. 5. It was hard to Find out any differences in administrative knowledge and demographic understanding. 5. It is fully agreed upon that the longer the worker have experienced with the program, the more skilful she applied. 7. The worker who had training whether pre-service or insertive are working more effectively than the untrained. 8. The fundamental demographic knowledge is recommended to obtain for the workers in Kyonggi-Do.

• 한국조리학회지
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• 제10권2호
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• pp.149-168
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• 2004

Nevertherless, a structural depression with high expense of costs-low degree of efficiency and high price of commodities-low degree of growth during the last few years. And hotel companys were doing endeavor for conquer this depression with reshuffle of the personnal system and that systematizing an enterprise and production control. Hotel has more increase personnel expenses percents than increase sold price percents so that hotel reducing cook and as result, hotel has a problem from production selling of food service because that is insufficient of cook man power. On studying this research, an importancy of cusine department in inquire hotel and an efficiency man power control of cusine department influence on hotel marketing were made use of analysis for hotel kitchen management. The result of this study is like that. First, the quality of a hotel employee is directly related to that of hotel service, which is functioned as a principle factor on which success or failure of the hotel very largely depends. Second, fair evaluation of merits. Third, cognition for job as expert. Fourth, the roles and competences of the employees were affected much by the inner or outer environmental changes surrounding the hotel enterprises. Fifth, do not underestimate an intelligent ability and will power of employee, and hotel company have to manage that the employees consult themselves about their things of department and improve with the master sense for job. Sixth, pay increase and intensive system. This system can raise the will to achievement for employee's job, and company can get many benefits from government. Seventh, the employees should be encouraged to have memberships of academic organizations, to actively participate in academic meetings, workshops, conferences, and forums in the area of job performance.

• 대한인간공학회지
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• 제26권3호
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• pp.35-43
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• 2007

This study aims at providing some basic material to be made use of for establishing plans through which one can reduce job-related stress, through conducting a survey on the sources of stress and then distinguishing its symptoms by the sources. As the methods of the study, we conducted a questionnaire survey of some selected medium enterprises' employees in the National Capital region and analysed the results. The questionnaire was designed by using the dynamic stress model of Cooper and Eaker and consisted of 85 questions to examine the sources of stress, the characteristics of personalities, and symptoms by each type of stress. The total valid respondents were 392 persons indicating 65.3% of the response rate. For analysing the results, a rating scale was used, and the reliability and validity were tested by using Cronbach's alpha coefficient. As the result of the study, those workers in medium enterprises were found to be put under much stress by responsibility, physical environment factors and career development factors and so on. As physical symptoms of job-related stress, eye fatigue, stiffness in their shoulders, headache, worry or anxiety, and waist ache presented most in the respondents. In addition, as behavioral symptoms, chronic fatigue was most indicated. In organizational symptoms, dissatisfaction about the company and lack of self-motivation for the job performance were found to show most. Moreover, the results indicated that the closer personalities to those appearing in persons mostly of type A they had, the more they were put under intensive stress by the vagueness of their roles and responsibility among all the job characteristics.

• 대한가정학회지
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• 제30권1호
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• pp.283-309
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• 1992

This study examines work and family life of married women employed in a manufacturing industry. Data were gathered from the use of fact-to-face interview method from a sample of 230 married working women. The major findings of this study can be summarized as follows : (1) With high rates of change of job, most of the respondents remain unstable in their working situation. It was shown that the important factors influencing job satisfaction of married women are women's life cycle, degree of contribution of wife's income toward total family income, and husband's attitude toward wife's empolyment. The degree of job satisfaction is also strongly influenced by labor structural factors such as pay, work environment and fringe benefits. (2) The amount of household labor time was limited by job-related factors rather than by family-related factors, because among these working women employment itself is necessarily for their subsistance. (3) It was shown that wives participated more actively in their marital communications than their husbands. Most of the respondents showed the syncratic type of the decision making patterns, but this results does not necessarily mean wives exercised an equal power with their husbands. The economic factors and the emotional instability of the husband are the ones mostly influencing marital conflicts of the employed women. It was found that the respondents easily revealed marital conflicts related to personal problems of their husbands(such as extramarital affairs, gambling and alchoholism). However, they tried to overcome the structural conflicts related to authoritarian attitudes of their husbands or economic problems without any complaints. (4) Mothers have difficulty in controlling their adolescent children, due to the weakening of parental authority. Although most of the respondents perceived their employment as having negative impacts on their children, they still have high expectations toward their children. Inspite of low degree of father role expectations and facther role performance of their husbands, most of the respondents anticipated expressive roles as well as traditionally instrumental role from their husbands. Finally, these findings would help us determine family welfare policies in Korea. Improvements in paid and household labor structure of married women should be accomplished at the national level. Also, the acting programs for parent education, marital councelling services, and law enforcement for equal employment between men and women should be provided in our society.

• 임상간호연구
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• 제26권2호
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• pp.217-231
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• 2020

Purpose: To identify the clinical role of Advanced Practice Nurses (APN), and evaluate how other medical personnel perceive their work(difficulty, importance). Methods: A questionnaire survey was performed with 277 health care providers (APN 52, nurses 88, and medical doctors 137 [professors 51, fellows 44, & residents 42]) in a single, tertiary hospital. The questionnaire was categorized into 6 domains (total 40 tasks): 6 tasks on identifying health issues (A); 3 tasks on prescribing and conducting diagnostic tests (D); 18 tasks on disease treatment (T); 4 tasks regarding prescribing medicine (M); 3 tasks regarding medical collaboration (C); 6 tasks regarding patient education (E). The survey measured the frequency, difficulty, and importance of APN's clinical tasks, and evaluated the willingness of authorizing clinical tasks to APN. Results: The most frequent tasks for APN were A domain, lowest were T domain. The scores for perceived job difficulty were lower than those for job importance in all groups. The proportion of willingness to legally delegate clinical practices to APN was higher in A and E domains, but lower in D and T domains. However, professors, who spent the most time with APN, showed a higher willingness to legally delegate clinical practice. The participants favored medical doctors as substitutes for tasks which were not legislated for delegated job performance. Conclusion: In this study identified clinical roles that medical doctors considered possible for legal delegation to APN were identified. The results can be used as evidence for the legalization of the practice of APN.

• 한국조리학회지
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• 제7권2호
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• pp.25-48
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• 2001

Since 1998 IMF economic crisis, hotel companys have made an operation innovation in generally to reinforce a competitive power. Never ther less, a structural depression with high expense of costs-low degree of efficiency and high price of commodities-low degree of growth during the last few years. And hotel companys were doing endeavor for conquer this depression with reshuffle of the personnal system and that systematizing an enterprise and production control. Hotel has more increase personnel expenses percents than increase sold price percents so that hotel reducing cook and as result, hotel has a problem from production selling of foodservice because that is insufficient of cook man power. On studying this research, an importancy of cusine department in inquire hotel and an efficiency man power control of cusine department influence on hotel marketing were made use of analysis for hotel kitchen management. The result of this study is like that. First, the quality of a hotel employee is directly related to that of hotel service, which is functioned as a principle factor on which success or failure of tie hotel very largely depends, Second, fair evaluation of merits. Third, cognition for job as expert. Fourth, the roles and competences of the employees were affected much by the inner or outer environmental changes surrounding the hotel enterprises. Fifth, do not underestimate an intelligent ability and will power of employee, and hotel company have to manage that the employees consult themselves about their things of department and improve with the master sense for job. Sixth, pay increase and intensive system. This system can raise the will to achievement for employee's job, and company can get many benefits from government. Seventh, the employees should be encouraged to have memberships of academic organizations, to actively participate in academic meetings, workshops, conferences, and forums in the area of job performance.