• 정보관리학회지
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• 제30권2호
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• pp.245-268
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• 2013

본 연구는 마케팅 분야에서 개발된 서비스 품질 모형인 SERVQUAL을 도서관의 실정에 맞게 적용한 ARL(Assoication of Research Libraries) LibQUAL+ 평가 프로그램에 국내 대학도서관 한 곳이 공식 참여한 과정과 결과를 제시하고 있다. LibQUAL+ 시행을 위해 영문으로 된 설문지의 번역, 설문 대상자 표본 선정, 설문 버전의 선택 등을 포함한 절차를 설명하고 있다. 또한 설문의 시행 결과로 입수되는 설문 데이터에 대한 설명 및 응답과 관련된 제반 사항에 대한 검토 결과를 제시한다. 마지막으로 설문 데이터를 통해 이용자 집단간, 타기관과의 다양한 비교 전략을 제시하고 있다. LibQUAL+ 프로그램은 단순한 설문도구가 아닌 총체적인 도서관 서비스 품질 평가 시스템이다. LibQUAL+ 프로그램에 참여함으로써 보다 체계적이고 국제화된 평가를 시행할 수 있을 것이다. 설문도구로서 LibQUAL+에 대한 비판에도 불구하고 LibQUAL+ 프로그램에 참여함으로써 국내 대학도서관은 새로운 평가 및 서비스 개선 노력을 경주할 수 있을 것으로 기대된다. 도입과 관련해서는 개별적인 참여 대신 다수의 도서관이 컨소시엄을 구성해서 참여하는 것이 바람직하다. 이들 도서관을 중심으로 학습공동체를 구성해서 워크샵, 사례발표 등을 통해 한 단계 높아진 평가 활동을 할 수 있다.

• 보건행정학회지
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• 제8권2호
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• pp.110-124
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• 1998

Determining of Strategic Business Units in the organization is a major critical process for improving the organizational performance. On increasing the demands for extension in function of health center, many health centers are trying to provide the various services. But most health center determined the kind and level of service without scientific considerations. The purposes of this study are to develope the model for determination of strategic business units in health center and to test the availability of implementation for it. Our model is rooted from the McKinsey matrix analysis of Product Portfolio Analysis which used widely in marketing field. We modified the evaluation criteria of the McKinsey matrix analysis for health care field appropriately. Our evaluation criteria are categorized into two concepts; contribution of service, availability of service. At first, in terms of contribution of service, market size, market growth rate, needs and demands of regional people, existences of alternative services in that region, correspondence with health policy. The other component, availability of service are included the availability of manpower, financial availability, the level of knowhow on service, acceptance of health care manpower. In the result of analysis, we could conclude that antismoking and antialcoholics education programs, health screening program are important strategically in that aspects of contributions and availability of services. Also, vaccination program is important in that aspect of service availability and diet and exercise program, health library are meaningful in the aspect of service contribution. Therefore, we think that efforts to investigate the evaluation criteria for priority setting or determination of service area in health center are useful challenges.

• Asia Marketing Journal
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• 제16권1호
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• pp.21-33
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• 2014

When the negative event is published, the company tends to go through the negative impact on the firm performance. Especially, with the SNS, the negative event is instantly spread on indefinite region so the impact seems bigger than the period before the SNS media appearance. It seems that everyone considers the SNS media impact on the firm performance quite big. However, there has been no empirical study on the impact comparison on the firm performance between pre and post SNS media occurrence periods. This study tries to empirically compare the impact of the negative event on the firm performance between pre and post SNS media appearance. Our study starts fromthe basic but not verified question; Does really the negative event have more negative impact in the post-SNS-occurrence period than in the pre-SNS-occurrence period? In order to examine the impact of the negative publicity on firm performance in two eras, pre and post SNS media appearance, we used CAR (Cumulative Abnormal Resturns) model. By using this model, we could verify the statistical significance of cumulative abnormal returns in market between before and after the events. For event samples, we focused on food manufacturers and collected the negative events from 1991 to 2003 for pre-SNS occurrence period, and from 2010 to 2013 for post-SNS occurrence period. Based on the listed food companies at KOSPI, we researched Naver News Library (newslibrary.naver.com) and Naver News (news.naver.com) for all the individual negative events published for both periods. Firm returns data were collected from TS 2000 (KOCO Info) and market portfolio data were collected from KRX Exchange. Through our empirical analysis, our finding is interesting to note that the type of events differently influences on the firm performance. With the SNS, the health-related events have influence on the firm performance 'after the event day' whereas the company behavior trust events have influence 'before the event day'. Our findings have implications for management. When a negative event directly related to or threatening customers or their life such as health, it is crucial to fix up the situation right after the event occurs. On the other hand, when a negative event is not publicly available information such as company behavior trust, it is important for marketers to strengthen the firms' trust reputation and control the bad WOM before the event.