• 서비스연구
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• 제9권4호
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• pp.41-62
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• 2019

무형재화가 중심인 현대 서비스 경제시대에 의료서비스업의 경쟁력을 제고하고 지속적 성장을 위해서는 우선적으로 서비스본질의 특성을 이해해야 한다. 그리고 서비스본질 특성을 강화시켜 조직의 직무성과가 향상될 수 있도록 해야 한다. 이를 위해 본 연구에서는 의료서비스업을 대상으로 서비스본질 특성이 직무성과에 미치는 직접적 영향을 분석하고, 개인성향을 조절효과로 하여 간접효과를 검증하였다. 본 연구를 수행하기 위해 총 340명의 의료서비스업 종사자를 대상으로 설문조사를 실시하였고, 최종 315명의 자료를 분석에 활용하여 연구가설을 실증적으로 검증하였다. 분석결과 서비스본질 특성 중 상호작용성과 수평성이 직무효과에 정(+)의 영향을 미치는 것으로 검증되었다. 이는 고객 접점에서 고객의 욕구를 파악하여 고객이 원하는 상품과 서비스를 정확하고 신속하게 제공하거나, 조직내에서 부서와 부서, 동료와 동료와의 수평적 커뮤니케이션을 강화하는 것이 직무성과로 연결될 수 있다는 것을 의미한다. 또한 고객과 환자와의 관계에서 의료서비스 종사원들도 전문가적인 자세로 고객과 동등한 위치에서 고객이 원하는 서비스를 제공해 준다면 직무성과를 끌어올릴 수 있음을 확인할 수 있었다. 급변하는 의료서비스 환경에서 서비스본질 특성을 실무적으로 잘 활용할 수 있다면 병원의 성장을 견인하여 지속적 성장이 가능할 것으로 분석되었다. 개인성향 조절효과를 검증한 결과 자존감과 성장욕구에서 부분적으로 조절효과가 나타났다. 향후 서비스본질 특성에 대한 다양한 연구가 필요하며, 본 연구는 의료서비스 분야를 대상으로 하고 있으나 향후 다양한 서비스 분야로의 확대·적용하여 심화 연구할 필요가 있다.

• 한국산업보건학회지
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• 제29권3호
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• pp.420-429
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• 2019

Objectives: The purpose of this study was to test the prescribed mediating effect of a sense of job oppression by considering the relationship between emotional labor and work satisfaction. Methods: This study was carried out using the data published in 2016 by the Korea Labor & Society Institute in An Investigation of Quality of Life and the Working Environment in the Service Industry. The data were collected from 638 workers at department stores. Data were analyzed using descriptive statistics, correlation, and multiple regression with Baron and Kenny steps for mediation. Results: After investigating the mediating effect of a sense of job oppression in the relationship between emotional labor and work satisfaction, it was confirmed that the effect was partially meaningful. It was also determined that the greater the intensity of their emotional labor was, the lower was their satisfaction with their working life. Additionally, the workers felt that the greater their sense of job oppression, the lower was their sense of satisfaction with work. Conclusions: In order to increase work satisfaction, it is required for guidelines for reducing job oppression and the intensity of emotional labor to be proposed or established.

• 한국콘텐츠학회논문지
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• 제20권11호
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• pp.88-100
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• 2020

이 연구는 외식산업 종사자의 소통과 공감능력에 대한 고객과 종사자의 인식이 소통만족에 미치는 영향을 살펴보았다. 이 연구를 위해 715명의 고객과 종사자를 대상으로 외식산업 종사자의 소통능력, 공감능력과 소통만족에 대한 설문조사를 실시하였다. 분석 결과, 첫째, 고객과 종사자 모두가 외식산업 종사자의 소통능력을 높게 인식할수록 소통만족이 높은 것으로 나타났으며, 종사자는 고객보다 종사자의 소통능력을 더 높게 평가하고 있다. 둘째, 고객과 종사자 모두 외식산업 종사자의 공감능력을 높게 인식할수록 소통만족이 높게 나타났으며, 종사자는 고객보다 종사자의 공감능력을 더 높게 인식한다. 셋째, 소통만족에 대한 고객과 종사자 두 집단 간의 차이에서, 종사자는 고객보다 소통만족을 더 높게 인식했다. 마지막으로 다중회귀 분석 결과를 보면, 고객의 경우는 종사자의 소통능력과 공감능력에 대한 인식이 모두 소통만족에 영향을 미쳤으며, 종사자의 경우 종사자의 소통능력에 대한 인식만 소통만족에 영향을 미쳤다. 이는 공감능력 인식의 영향이 소통능력 인식에 함께 포함되었기 때문인 것으로 보인다. 이 연구는 외식산업 매장의 소통 차원에서 고객과 종사자의 인식 차이를 분석하여 향후 이 간극을 좁혀야 할 필요와 방향을 확인하였다는 데 의미가 있다.

• 정보화연구
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• 제10권2호
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• pp.273-281
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• 2013

스마트워크의 유형은 모바일 기기등을 이용하여 현장에서 업무를 수행하는 모바일오피스, 자택에서 본사 통신망에 접속하여 업무를 수행하는 재택근무, 자택인근 원격사무실에서 근무하는 스마트워크센터근무와 같은 형태를 의미하며 기존 사무실개념에 비하여 공간과 시간의 벽을 극복할 수 있도록 도와준다. 본 논문에서는 엘리베이터 산업의 에프터서비스 산업문야에서 모바일 오피스 시스템을 개발하는 과정을 설명하는데 개발된 시스템은 A/S Work이라 명명 하였다. 개발된 A/S Work 시스템은 M 엘리베이터사의 에프터서비스에 활용되어 기존시스템과 비교하면 다음과 같은 장점을 가진다. 1) 고객별 작업전후 사진관리 2) 현장에서의 고객만족도조사 3) 작업일지관리 앱 4) 작업자 근태관리 5) 그룹 SMS 기능.

• 산경연구논집
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• 제6권1호
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• pp.17-26
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• 2015

Purpose - Ethical management connects corporate management outcomes and emphasizes organizational cooperation. It also links human resource management, auditing, and financial management to increase employee job satisfaction. A survey of American enterprises showed that employees with high ethical consciousness had greater job satisfaction and lower turnover. Research design, data, and methodology - Hypotheses and models based on previous studies were used to investigate the effects of ethical management on employee job satisfaction and turnover intentions. To examine hypotheses empirically, a questionnaire survey based on previous studies was administered to service business workers in Seoul. Results - The study investigated the effects of ethical management practices in relation to factors such as top management's willingness to put them into practice, their appropriateness and implementation within operations, and their influence on job satisfaction, and also examined the effects of job satisfaction on turnover intentions. Conclusions - Ethical management greatly influences job satisfaction and turnover intentions, providing organizational members with alternatives regarding ethical considerations, and to place a strong emphasis on management willingness and enterprise regulations and policies.

• 대한안전경영과학회지
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• 제16권4호
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• pp.451-459
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• 2014

To solve the serious problem of insufficient manpower in medium and small scaled companies, our country allows introduction of foreign manpower for 5 business types such as manufacture industry, service industry, etc. and there are 226,825 people who entered by employment license system(E-9) in Sep. 2013. However, according to the results of investigation "actual status and difficulties of foreign manpower's employment of medium and small scaled manufacturing companies" of KFTA in 2013, 36.4% of respondents responded that current scale of introducing foreign manpower is insufficient to solve difficulties of insufficient manpower in industrial world and 37.7% of them responded that the quarter of new employment is insufficient. So, they hope that current quarter system of foreign manpower can be abolished. Meanwhile, introduction scale of foreign manpower was decided by 53,000 people so as to solve enterprise difficulties in manpower and vitalize economics this year, but illegal aliens are 39,623, more than 17.5%, in Sep. 2013 after employment expiration. Therefore, it becomes serious social problem. Government displays various support businesses so that foreign workers after employment expiration can return to their homeland legally. This thesis intends to find measures to maintain royalty for our country and support their smooth resettlement through the analysis on homecoming support business of foreign workers.

• 보건의료산업학회지
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• 제7권1호
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• pp.35-44
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• 2013

The purpose of this study was to find out the factors forming perceived service convenience, and to investigate structural relationships among perceived service convenience, job satisfaction, trust, organizational commitment, and turnover intention in the healthcare service industries. The result analyzing on the hypothesis of this study was as follows. First, service convenience had positively influence job satisfaction, trust, and organizational commitment. Second, the job satisfaction had positively influence on the trust, and the trust had positively influence on the organizational commitment. Third, it was found that the variables of job satisfaction, the trust, and the organizational commitment negatively influenced on the turnover intention. Based on these results, theoretical implications for relevant researchers and managerial implications for healthcare service operation and internal marketing strategy were discussed.

• Safety and Health at Work
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• 제2권1호
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• pp.52-56
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• 2011

Objectives: The occupational accident rate was officially reported to be 0.77 per 100 workers in 2001 and 0.70 in 2009. The stagnant decrease in accident rate raises a question about the effectiveness of prevention activity because there have been active prevention efforts in the past 10 years. It is also necessary to know the exact status of occupational injuries to direct a prevention strategy. Methods: The author re-analyzed occupational injury statistics to find the reason for stagnant decreases in occupational injuries. Compensated occupational injuries cases were used to calculate fatal and non-fatal injury rates. Injuries from commuting accidents and sports activities were excluded as well as occupational diseases. The number of workers was adjusted to that of full time equivalent employees. Results: The fatal injury rate excluding injuries associated with commuting accidents, sports activities, and occupational diseases decreased from 12.59 in 2001 to 8.20 in 2009. In 2007, 67.5% of accidents that involved being caught in objects, which are mostly caused by machines and equipment, occurred in the manufacturing industry; this type of incident has decreased since 2001. The fatal and non-fatal injury rates in the manufacturing industry have continuously decreased while the rates in the service industry have not changed from 2001 to 2009. Non-fatal injuries might not be reported in many cases. The number of insured workers was underestimated as long working hours were not adjusted for in the reporting system. Conclusion: The occupational fatal injury rate has decreased and the non-fatal injury rate might have decreased during the last 10 years, although the statistics show stagnancy. The decrease of the injury rate was countervailed by various factors. Hence, the current accident rate does not reflect the actual situation of accidents in Korea. Korea needs to develop an improved system to more accurately calculate occupational fatal and non-fatal injury rates.

• 대한인간공학회지
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• 제34권5호
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• pp.519-529
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• 2015

Objective: This study aims to analyze the characteristics of occupational accidents and injuries of telecommunications line and cable workers by type of workplace and operational process of cabling service and to provide baseline data in establishing the preventive policies for occupational accidents and injuries. Background: In order to set up the preventive policies for occupational injuries and illness systematically, the accident analysis by industry should be preceded. To establish more effective policies, it should be done by occupation for persons who work in various kinds of occupation rather than by industry for persons who do in the same occupation. Method: In this study, the 176 occupational accidents and injuries were classified by type of workplace - indoor (inside building) and outdoor (at the top of utility pole, in a manhole, or in the fields) - and also done by operational process involved at the time of the accident. By analyzing the characteristics of occupational injuries and illness by type of workplace and operational process, respectively, this study can be helpful in establishing the preventative policies for occupational accidents and injuries. Results: The characteristics of occupational accidents and injuries by type of workplace showed that there were differences in terms of accident rate between indoor and outdoor on age of the injured, while not on employment-size and work experience of the injured. In addition, the characteristics on accident type, agency of accident, parts of body affected, and operational process between indoor and outdoor workplaces were statistically different each other. Conclusion and Application: The findings of occupational accidents' characteristics can be applied to the establishment of systematic preventative policies for occupational accidents of telecommunications line/equipment workers.

• 한국경제지리학회지
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• 제10권2호
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• pp.182-196
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• 2007

EU는 노동이동 자유화를 통해 일자리 창출과 성장을 추구해 왔다. 노동의 자유로운 이동은 노동자에게 새로운 고용기회의 창출과 기술습득의 기회를 제공하여 지속적인 성장을 이끈다. 그러나 경제요소가 불균등하게 분포되어 있는 지리적 공간에서 자유로운 노동이동은 지역간 노동이동의 차별성을 가져오며, 지역적 확대는 새로운 노동이동의 기회를 제공하여 노동이동의 지역적 재분배를 가져온다. EU의 노동이동은 남유럽 국가의 경제성장과 북유럽 국가의 서비스 및 첨단산업화로 남유럽 국가에서 북유럽 국가로의 이동에서 북유럽 국가에서 북유럽 국가로의 이동으로 변화되고 있다. 또한 미숙련 노동자의 이동성은 감소하고 고학력의 전문직 노동자의 이동성은 증가하고 있으며, 이들 고학력 이주자는 북유럽 국가에서 북유럽 국가로 이동하는 경향을 보인다. 반면에 일반 노동자는 남유럽 국가에서 북유럽 국가로, 북부 아프리카에서 남유럽 국가로 이동하는 계층구조를 형성하고 있다.