• 제목/요약/키워드: Service Industry Workers

검색결과 284건 처리시간 0.024초

위탁급식 전문업체 산업체급식소의 고객 만족과 충성도와의 관계 (Relationship Between Foodservice Satisfaction and Customer Loyalty in Industry Contracted Foodservice)

  • 김현주;류은순
    • 한국식품영양과학회지
    • /
    • 제42권8호
    • /
    • pp.1318-1324
    • /
    • 2013
  • 본 연구는 경남지역에서 5개의 산업체 공장 위탁급식소 근로자 300명을 대상으로 설문조사를 통해 급식서비스 만족도와 고객충성도를 평가하고, 급식서비스 만족도가 고객충성도에 미치는 영향을 파악함으로써 산업체 위탁급식의 경쟁력을 높이는데 필요한 자료를 제공하고자 시도되었다. 설문조사는 2012년 7월 20일~2012년 8월 31일까지 진행하였다. 연구 결과, 급식서비스 만족도 평가는 전체 평균 점수가 3.51/5.00점으로 나타났으며, 음식 3.47/5.00점, 서비스 3.50/5.00점, 위생 3.65/5.00점, 환경 3.45/5.00점이었다. 이용기간에 따른 급식서비스 만족도는 2년 이상~4년 미만이 가장 높은 점수를 보였으나 유의적인 차이는 보이지 않았다. 직무에 따른 급식서비스 만족도는 생산직이 사무직보다 유의적(P<0.001)으로 높은 점수를 보였으며, 음식(P<0.001), 서비스(P<0.001), 위생(P<0.01), 환경(P<0.001) 요인의 각 급식서비스 만족도도 생산직이 사무직보다 유의적으로 높은 점수를 보였다. 고객충성도 전체 평균 점수는 3.46/5.00점이며 재구매 의도 3.60/5.00점, 구전 의도 3.52/5.00점, 전환하지 않을 의도 3.27/5.00점이었다. 이용기간은 전환하지 않을 의도 중 '비록 나는 시간과 돈이 허락해도 외부 식당을 이용하지 않을 것이다'는 2년 이상~4년 이하가 2년 미만과 4년 이상보다 유의적(P<0.05)으로 높은 점수를 보였다. 생산직이 사무직보다 구전 의도(P<0.01), 전환하지 않을 의도(P<0.001)에서 유의적으로 높은 점수가 나타났다. 급식서비스 요인과 고객충성도와의 상관관계는 음식, 서비스, 위생, 환경 요인 모두 재방문 의도, 구전 의도, 전환하지 않을 의도와 양의 유의적인(P<0.01) 상관관계를 보였다. 재방문 의도는 음식 요인이, 구전 의도와 전환하지 않을 의도(P<0.01)는 서비스 요인이 다른 요인보다 유의적으로(P<0.01) 높은 상관관계를 보였다. 고객충성도에 영향력을 주는 급식서비스 만족도 요인 분석에서, 재구매 의도에는 위생, 음식, 서비스요인의 순으로, 구전 의도에는 서비스, 음식, 위생요인 순으로, 전환하지 않을 의도에는 서비스, 음식요인의 순으로 영향력을 주어 산업체 위탁급식소에서 고객충성도의 세 가지 요인에 영향력을 모두 주는 급식 서비스요인은 서비스요인과 음식요인이었다.

소규모사업장 보건지도사업내용의 현상학적 연구 (A Phenomenological Study on the Subsidiary Program of Health Management in Small Scale Industries)

  • 조유향;이명숙;김명순;김현리
    • 한국보건간호학회지
    • /
    • 제12권1호
    • /
    • pp.1-12
    • /
    • 1998
  • This study was conducted to grasp the progress of the health management program in small scale industries with phenomenological approach. The industrial health care system compose of manpower, devices, and facilities such as medical resources, organization, service delivery system, financial resources, payments, and management system is important for the industrial health. Especially health management program should be provided feasible conditions to workers. The data collection period was 2 months from September 1 to October 30, 1997. The indepth interview results for health monitor, labors, and occupational health nurses were analyzed by Giorgis' phenomenological method. The major results were as follows: 1. The workers, health monitors and nurses felt that the subsidiary program of health management in small scale industries were necessary. This project for small-size industry can be set-up through complementary education for health monitors and resolvement of nurses' six suggestions. It is necessary to provide followings ; 1) Properly devision of industry 2) More clear guidance for health management at visiting time 3) Legitimate incentive system 4) Health education materials and devices 5) Change of fee and material payments at visiting 6) Budgets and system for medication and vaccination at visiting 2. Above all, it is suggested that the strategics of the health management program should be developed.

  • PDF

국내 제조혁신 교육방법의 현황과 고찰 (A Study of the Present Conditions and Consideration of Manufacture-Innovative Instruction Methods in Korea)

  • 김은비;전태웅;한창희
    • 산업경영시스템학회지
    • /
    • 제35권2호
    • /
    • pp.147-154
    • /
    • 2012
  • In the manufacturing industry, fostering talented workers has become a core activity as well as an important resource leading to manufacturing enterprises' innovative activities, which has come to the fore as one of the biggest success factors for innovative activities indeed. In other countries, there are many researches actively conducted on talent-fostering programs related to manufacture innovation. In Korea, however, manufacturers or several different education agencies don't actively carry out manufacture innovation instructions and have failed to faster special competent workers since their instructions focus on theories most of the time. Therefore, this study was conducted to understand the present conditions of manufacture-innovative instructions in Korea by classifying them in a method of educational technology and to investigate various teaching methods through oversea cases and cases from non-manufacture fields so that it might make a proposal for a better manufacture-innovative instruction method.

직업군 분석을 통한 지식기반경제로의 진입 시점에 대한 연구 (Entry Point of a Knowledge-based Economy through Job-group Analysis)

  • 김희철;문영호
    • 기술혁신학회지
    • /
    • 제18권2호
    • /
    • pp.338-357
    • /
    • 2015
  • 본 연구에서는 고용노동부의 '임금구조기본통계조사'와 '고용형태별근로실태조사 보고서'를 정량적으로 분석하여 지식기반경제로의 진입 시점에 대한 실증적 연구를 제시하고자 한다. 지식기반경제로의 진입 기준은 Bell과 Toffler의 정의를 통해, 정신노동자 수가 육체노동자 수를 능가하는 시점으로 정하였으며, 정신노동자를 지식정보직으로 분류하였다. Porat의 지식정보직 정의로부터 한국표준직업분류표상의 직업들을 지식정보직, 서비스직, 제조업직, 농어업산림직으로 직업분류를 수행하였다. 분석 결과 지식정보직의 노동자 수 구조변화와 연간임금액 구조변화를 통해 지식정보사회의 진입 시점이 1980년인 미국보다 20년 늦은 2000년임을 실증적으로 확인했다. 또한, 지식기반경 제에서의 직업분류별 경제기여도를 측정하여 지식정보직의 직업분류별 경제기여도가 가장 큰 것을 확인하였다.

레스토랑 종사원의 감정노동이 고객지향성 및 기업성과에 미치는 영향에 관한 연구 (A Study on the Effects of Employees' Emotional Labor on Customer Orientation and Business Performance in Restaurants)

  • 안정석;이수범
    • 한국조리학회지
    • /
    • 제23권8호
    • /
    • pp.67-82
    • /
    • 2017
  • The recent increase in the percentage of services industries has dominated in the entire industry. Emotional feeling of service workers is consequently indispensable in service industries in order to facilitate the progression of the service delivery process. In most circumstances, the emotional labor of service in service industries has been increasingly recognized. Although many studies related to emotional labor have been conducted, a precedent study will be needed to find positive factors such as customer orientation and business performance of restaurant employees accompanying emotional labor. This study attempted to practical meaning to food service companies by inquiring into such as positive effects of employee's emotional labor on the customer orientation and business performance. For this purpose, this study established hypotheses and deduced results using literature research and empirical analyses, and found implications to the service companies. The results of this study showed that the higher the emotional labor of the restaurant employees gets, the lower customer-orientation becomes, and the higher the customer-orientation of restaurant employees gets, the higher the performance of the company becomes.

연구활동종사자 작업환경측정 결과 및 제도개선 방향 (Work Environment Measurement Results for Research Workers and Directions for System Improvement)

  • 황제규;변헌수
    • 한국산업보건학회지
    • /
    • 제30권4호
    • /
    • pp.342-352
    • /
    • 2020
  • Objectives: The characteristics of research workers are different from those working in the manufacturing industry. Furthermore, the reagents used change according to the research due to the characteristics of the laboratory, and the amounts used vary. In addition, since the working time changes almost every day, it is difficult to adjust the time according to exposure standards. There are also difficulties in setting standards as in the manufacturing industry since laboratory environments and the types of experiments performed are all different. For these reasons, the measurement of the working environment of research workers is not realistically carried out within the legal framework, there is a concern that the accuracy of measurement results may be degraded, and there are difficulties in securing data. The exposure evaluation based on an eight-hour time-weighted average used for measuring the working environment to be studied in this study may not be appropriate, but it was judged and consequently applied as the most suitable method among the recognized test methods. Methods: The investigation of the use of chemical substances in the research laboratory, which is the subject of this study, was conducted in the order of carrying out work environment measurement, sample analysis, and result analysis. In the case of the use of chemical substances, after organizing the substances to be measured in the working environment, the research workers were asked to write down the status, frequency, and period of use. Work environment measurement and sample analysis were conducted by a recognized test method, and the results were compared with the exposure standards (TWA: time weighted average value) for chemical substances and physical factors. Results: For the substances subject to work environment measurement, the department of chemical engineering was the most exposed, followed by the department of chemistry. This can lead to exposure to a variety of chemicals in departmental laboratories that primarily deal with chemicals, including acetone, hydrogen peroxide, nitric acid, sodium hydroxide, and normal hexane. Hydrogen chloride was measured higher than the average level of domestic work environment measurements. This can suggest that researchers in research activities should also be managed within the work environment measurement system. As a result of a comparison between the professional science and technology service industry and the education service industry, which are the most similar business types to university research laboratories among the domestic work environment measurements provided by the Korea Safety and Health Agency, acetone, dichloromethane, hydrogen peroxide, sodium hydroxide, nitric acid, normal hexane, and hydrogen chloride are items that appear higher than the average level. This can also be expressed as a basis for supporting management within the work environment measurement system. Conclusions: In the case of research activity workers' work environment measurement and management, specific details can be presented as follows. When changing projects and research, work environment measurement is carried out, and work environment measurement targets and methods are determined by the measurement and analysis method determined by the Ministry of Employment and Labor. The measurement results and exposure standards apply exposure standards for chemical substances and physical factors by the Ministry of Employment and Labor. Implementation costs include safety management expenses and submission of improvement plans when exposure standards are exceeded. The results of this study were presented only for the measurement of the working environment among the minimum health management measures for research workers, but it is necessary to prepare a system to improve the level of safety and health.

임업 사고 응급대응체계의 개선방안에 관한 연구 (A Study on Improvement of Emergency Medical System for forestry accident)

  • 남기훈;박영수;김광일;조구현;이은재;백승안
    • 한국산업융합학회 논문집
    • /
    • 제22권6호
    • /
    • pp.665-671
    • /
    • 2019
  • The estimated on-site accident rate in Forestry is relatively high. According to statistics of the accident, in the recent 5 years, from 2014 to 2018, forestry accidents have resulted in 98% of injuries and 87% of fatalities. Especially, there are significant geographical constraints to access to the scene in case of an accident. Even though the capacity of first aid capacity is notably emphasized its importance to minimize the scale of damages, the relevant employees have been educated only basic first aid, which is not considered circumstances or geographic limitations, by Occupation Safety and Health Acts. Therefore, the purpose of this study is to derive a direction for a forest emergency service system to increase forestry workers' survival and prevent secondary injury through securing 'Golden Time.' This study conducts analyzing relevant laws and regulations in domestic and international settings as well as looking at several concerned accident cases. The outcome of analysis presents an issue regarding the implementation of onsite first aid in forestry and existing risk factors depending on the working process. Finally, we suggest two ways to improve the forest emergency service that are 1) an appropriate curriculum and kit for forest first aid; and 2) a system for emergency transfer through sharing information between National Fire Agency (NFA) and emergency medical service center, and emergency and rescue mission using helicopter from NFA and Korea Forest Service.

A Study on the Moderating Effect of Psychological Power in the Relationahip between Service, Image, and Satisfaction in the Tourism Context

  • Davaanyam, BOLORTUYA;Muhammad, RAZA;Jin-Kwon, KIM;Tony-Donghui, AHN
    • 융합경영연구
    • /
    • 제11권1호
    • /
    • pp.45-52
    • /
    • 2023
  • Purpose: The purpose of this study is to investigate the relationship between service quality, destination image, and tourist satisfaction for foreign tourists visiting Korea, and in particular, to analyze the moderating effect of psychological power in the relationship. Research design, data, and methodology: A research model was derived through existing literature research and a survey was conducted on foreign tourists visiting Korea. Structural equation model of SPSS and AMOS24.0 were used for data analysis and hypothesis testing. Results: The tourism service quality affects the image of tourist attractions. Images of tourist attractions were found to affect tourism satisfaction. It was found that the lower the psychological power, the greater the effect on the relationship between service quality and image, and the relationship between image and satisfaction. Conclusions: This study demonstrated that service quality at travel destinations is a key factor in order to enhance the image and satisfaction of Korean tourist destinations for foreigners visiting Korea. On the other hand, since the image and satisfaction level of the tourism destination vary depending on personal factors such as psychological power, it suggests that travel industry workers or researchers should develop and operate services tailored to the individual characteristics of the tourists.

Customer Satisfaction Management and Service Quality According to the DISC Behavior Type

  • SO, Young-Jin;LEE, Ji-Yeon;CHOI, Young-Jin;LEE, Woo-Sik;CHO, An-Jin;YOUN, Myoun-Kil;KWON, Lee-Seung;CHOI, Eun-Mee
    • 유통과학연구
    • /
    • 제18권12호
    • /
    • pp.79-90
    • /
    • 2020
  • Purpose: This study aims to explore the service improvement and marketing strategy to measure the effect of the DISC (dominance, influence, steadiness, conscientiousness) behavior type of hair salon workers on service quality and marketing. Research design, data and methodology: 236 responses were analyzed by distributing questionnaires to hair salon workers through SNS. Factor analysis and reliability analysis were applied and the influence of job factors on work satisfaction and turnover intention, and the statistical significance of the DISC behavioral type adjustment effect verified. Results: First, among the general characteristics of the survey subjects, the most common respondents were women and interns in their twenties, with less than four years of experience and less than three years of work experience on site. Second, the working environment, employee relations and compensation policies caused by work-related factors have shown a major influence on work satisfaction. Third, the working environment and human relationships among the job factors have an impact on turnover intention. Conclusions: The working environment, human relations, and compensation system derived as job factors had a crucial effect in service quality and marketing on job satisfaction, and among job factors, working environment and human relations had a significant influence on turnover intention.

토픽모델을 활용한 택배 서비스 소비자와 종사자의 불만 사항 분석 (Analysis regarding Complaints of Courier Consumers and Workers in the Parcel Delivery Service by using Topic Model)

  • 신진규
    • 융합정보논문지
    • /
    • 제10권2호
    • /
    • pp.39-48
    • /
    • 2020
  • 택배 업계의 서비스 품질 향상과 고객 만족에 영향을 미치는 요인들을 다양한 차원에서 분석한 연구가 많이 이루어져 왔다. 이러한 연구의 대부분은 한정된 응답자를 대상으로 설문조사나 인터뷰 등의 질적 방법이 사용되어 자료의 형식과 내용, 응답자의 범위가 제한적이라는 한계가 있다. 이에 본 연구에서는 장기간에 축적된 불특정 다수의 소비자 상담 사례와 업계 종사자의 불만이 반영된 기사문을 대상으로 삼아 택배 서비스에서 소비자와 공급자가 지적하는 불만에 관한 주요 토픽을 탐색하고 분석하여 선행 연구의 미비점을 보완하고자 하였다. 또한, 이러한 토픽이 시점에 따라 어떻게 변화하는지 흐름을 분석함으로써 최근에 제기된 새로운 토픽을 발굴하고 시사점을 제시하고자 하였다. 이 결과 지연/분실/오배송 토픽과 택배 산업 경쟁 심화 토픽이 중심을 이루는 것으로 나타났다. 토픽 트렌드 분석 결과 최근 국제 택배 상담 내용이 다소 늘었고, 아파트 택배 배송과 관련된 갈등이 많이 다루어져 이를 정부 정책에 반영하거나 연구 주제로 다루어 볼 수 있을 것이다. 연구 결과 나타난 토픽은 선행 연구에서 다루어진 내용이 주를 이루지만 내밀한 상담사례와 학술 문헌 등 다른 자료와 분석 방법을 추가하면 더 새롭고 가치있는 토픽을 도출할 수 있을 것이라고 기대한다.