• Health Policy and Management
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• v.18 no.3
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• pp.41-57
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• 2008

To examine the gap between physician's perceived importance and performance of care and to identify factors associated with the gap. A self-administered questionnaire survey was conducted with 91 physicians working in a University hospital in Seoul. The respondents were asked about their perceived importance and actual performance of interpersonal care on a 5-point Likert-type scale, indicating a higher score as higher importance and performance. Interpersonal care was measured by questions modified from the Korean Standard Service Quality Index, which are grouped into 6 categories: basic services, extra services, reliability, courtesy, convenience, and tangibles. Multiple regression analysis was conducted to find out physician characteristics associated with the gap. All of the 6 interpersonal care categories showed lower performance than perceived importance. The respondents tended to have a worse performance than perceived importance as the number of patients per outpatient care session ($\beta$=-0.0204, p<0.05) and the need for customer satisfaction education increase ($\beta$=-0.2226, p<0.05). Female physicians ($\beta$=0.2336, p<0.05) and those with higher job satisfaction($\beta$=0.0096, p<0.05) showed a better performance than perception. Overall, it appears that lower quality of interpersonal care was delivered to patients than the desired level considered by the responding physicians. Based on the regression analysis results, it is suggested that reducing patient volume per session, fulfilling education need for customer satisfaction, and improving job satisfaction may contribute to reduce the gap between physician's perceived importance and performance of interpersonal care.

• Journal of Digital Convergence
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• v.15 no.11
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• pp.471-484
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• 2017

The present study explored factors that influence consumers' benefit expectancy about telemedicine service. Responses from a national online survey of 927 adults (aged 19-59), collected in January 2016, were analyzed with multiple regression analysis. The results revealed: (1) Health consciousness positively influenced all three benefit expectancies (all ps < .05); (2) Doctor-patient communication efficacy positively influenced expectancy for convenience improvement (${\beta}=.107$, p < .01) and service quality improvement (${\beta}=.086$, p < .05); (3) Use of health-related smart applications contributed to positive expectancy for service quality improvement (${\beta}=.081$, p < .05) and cost-saving (${\beta}=.067$, p < .05). Some of the relationships were moderated by gender and residence. This convergence study, which examined public's perception about telemedicine from the perspectives of consumer psychology, media, and public health, provides practical implications to promote telemedicine service and educate consumers about it.

• The Journal of Industrial Distribution & Business
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• v.9 no.10
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• pp.39-50
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• 2018

Purpose - This study is to propose discriminative management strategies to long-term care facilities based on the empirical analysis after reviewing the effects of social support, perceived by long-term care facility employees, to service orientation. Research design, data, and Methodology - The research model designed social support, job stress, organizational commitment, and service orientation. The survey collected data from 453 customers in a long-term care facility in jeju. The SPSS 18.0 package was used for analysis. Results - First, social support for long-term care facility employees has a negative(-) effect to job stress. Test results, social support factors except appraisal support had a negative impact on job stress. Second, social support has a positive(+) effect to organizational commitment. Test results, informational support, tangible support and appraisal support had significant effects on organizational commitment. However, emotional support had a positive impact on affective commitment and normative commitment. Third, social support has a positive(+) effect to service orientation. Test results had a positive impact. Fourth, job stress has a negative(-) effect to organizational commitment. In the test results, employee's continuance commitment and normative commitment had significant negative effects in job stress. However, affective commitment had no significant impact. Fifth, job stress has a negative(-) effect to service orientation. Test results showed a negative impact. Conclusions - The study implies the following. First, that there should be a change in the social perception of long-term care facilities. 'Long-Term Care Insurance for The Elderly' was enacted to emphasize this responsibility for the elderly problems as a new system. Enactment of this Act was expected to improve the quality of life of the people by stabilizing the elderly life and reducing the burden of families. Therefore, long-term care facility system should be as efficient as possible for making plans for systematic and organizational support. Second, the efforts of facility managers to minimize job stress of employees is necessary. Accordingly, performing spontaneous work is required for a comfortable working environment and management. Third, the systematic education and training to employees for service oriented behavior of the facility will be required in the long term.

• Journal of Korean Society of Transportation
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• v.18 no.1
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• pp.75-85
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• 2000

In existing models in optimization, the crisp data improve has been used in the objective or constraints to derive the optimal solution, Besides, the subjective environments are eliminated because the complex and uncertain circumstances were regarded as Probable ambiguity, In other words those optimal solutions in the existing models could be the complete satisfactory solutions to the objective functions in the Process of application for industrial engineering methods to minimize risks of decision-making. As a result of those, decision-makers in location Problems couldn't face appropriately with the variation of demand as well as other variables and couldn't Provide the chance of wide selection because of the insufficient information. So under the circumstance. it has been to develop the model for the location and size decision problems of logistics facility in the use of the fuzzy theory in the intention of making the most reasonable decision in the Point of subjective view under ambiguous circumstances, in the foundation of the existing decision-making problems which must satisfy the constraints to optimize the objective function in strictly given conditions in this study. Introducing the Process used in this study after the establishment of a general mixed integer Programming(MIP) model based upon the result of existing studies to decide the location and size simultaneously, a fuzzy mixed integer Programming(FMIP) model has been developed in the use of fuzzy theory. And the general linear Programming software, LINDO 6.01 has been used to simulate, to evaluate the developed model with the examples and to judge of the appropriateness and adaptability of the model(FMIP) in the real world.

• Journal of the Korean Applied Science and Technology
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• v.35 no.4
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• pp.1120-1133
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• 2018

The purpose of this study is to validate the failure attribution factors affecting emotional changes after a failed service by local restaurant users, and the relapse effects of the perceived failure of a customer's brand relationship. In this study, the implications of this study can be divided into the null theory and the homogenous theory, in which the study of the relationship between individual belief that influences the null theory and the post-gender emotional response is minimal. The independence of the crash response (angerous VS compassion) has been equally validated as building a belief-gathering-emotion three-step model. First, emotional BRQ (intimate and love) has a reduction effect on controllable geeks, and behavioral BRQ (relative existence) has an extended effect on controllable geeks. From a management perspective, restaurant managers should be less aware of the repeatability of a customer's service failure and call for customer sympathy. Integratedly, restaurant managers must control the customer's perception of service failure and restore the impact of the customer's BRQ on emotional reactions. A variety of service recovery measures should be established and the cerumen should be controlled. In addition, since BRQs have different effects on anger and sympathy (extended VS), different service failure recovery plans should be presented depending on the characteristics of the customer BRQ. For example, measures such as monetary compensation or fair dealing, emotional distribution to close and loving customers, and persuasion of reciprocal benefits to interdependent customers should be developed according to circumstances. This study explored the effectiveness of the geeks after a service failure and has limitations that do not take into account the various regulatory factors in the BRQ-return-Empression process. Thus, in further studies, the effects of adjusting service failure strength should be considered and a more complete model should be built.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.43 no.1
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• pp.87-109
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• 2020

Supply chain management can be defined as an information system that connects the inside and outside of a company. Its purpose is to systematically and strategically manage the flow of information, resources and services to improve the long-term performance of the entire organization, including individual companies connected to the supply chain, and the quality of service provided to customers. The ultimate goal of SCM is to create synergy through organic integration of supply and demand based on cooperation and collaboration with stakeholders in the supply chain. This study is based on the hypothesis that the company's management performance will improve as the level of SCM improves. Most of the previous studies dealt with the relationship between corporate performance and SCM in the IT area. In this study, research was conducted through human capacity with IT system. The causal relationship was demonstrated, and there was a difference in the perception of the results of this study depending on whether or not smart factories were consulted in the era of the 4th Industrial Revolution. There is a need to examine the links between management's value chain and its causal relationship.

• Culinary science and hospitality research
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• v.7 no.2
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• pp.195-215
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• 2001

This study is of an analysis of the kinds of influences on the subordinate variables through the adjusting variables by the independent variables which serve as the perception factor of job stress. also This study, with taking the workers for the hotel employees who are in the room, food & beverage and cook, was carried out so as to analyze deeply and throughly the stress of work they experience in doing their job and the tension incited from this stress and the strategy used for meeting this stress to grope for raising plan for the degree of satisfaction with their job of the workers for the hotel. In order for, this study ran paralled with literature study and research study, taking 615 workers who are now working in hotel. Job stress is easily negligible in hotel business not only because it is hard to identify and measure its concrete entity on account of its intangible characteristic but also because it is impossible to check physically the relationship with each direct behavior. If job stress continue, however, it can cause neglect of duty, change of occupation, deterioration of service quality and eventually aggravate the cost of a hotel business and decrease the hotel sales. Consequently, it is highly necessary to increase job satisfaction by identifying systematically and eliminating the stress factor of hotel employees in order to accomplish particularly experience unique job stress in the course of contact since they should provide the customer with their services.

• Journal of Distribution Science
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• v.15 no.9
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• pp.37-52
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• 2017

Purpose - This study explores the influence of franchisors' supports on franchisees financial performance, overall satisfaction and intention to remain. Research design, data, and methodology - Given the exploratory design of the investigation, purposive sampling technique was used to select twenty-six (26) franchisees as key informants for this study. In-depth face-to-face interviews were conducted leading to generation of rich qualitative data on the phenomenon of support services in the Nigeria franchise system. Results - Results indicate that at both the initial and growing stages, training and management service supports have marked influence on franchisees business outcomes. However, findings revealed that at the initial stage, the impact of training is greatest but this impact subsequently declines as franchisees master the nuances of the business. Management services on the other hand maintains a constant relevance through all stages of franchisees business. Conclusions - Three key conclusions were drawn from the findings of this study. First, the quality of initial and ongoing supports have consequences for the long-term health of franchisees and franchisors' businesses. Second, poor management of franchisees' expectations and perception of supports could damage franchise partnerships. Third, franchisees form their expectation of supports largely from the nature of initial supports provided by the franchisors.

• The Journal of Asian Finance, Economics and Business
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• v.6 no.3
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• pp.283-293
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• 2019

The purposes of the study are threefold: (1) develop key successful factors of blockchain platform for micro-enterprises based on Balanced Scorecard (BSC), (2) find out the correlation between the key successful factors of blockchain platform for micro-enterprises, and (3) understand the perception of micro-enterprise blockchain and the difference between theoretical guidance and practical application. This study combines Interpretative Structural Modeling Method, (ISM) and Decision-Making Trial and Evaluation Laboratory (DEMATEL) to analyze the causal relationships and hierarchical structures of the 12 key successful factors of blockchain platform for micro-enterprises and understand the correlation between factors. The 12 key successful factors developed based on the four perspectives of the Balanced Scorecard, and the questionnaire designs based on the concept of DEMATEL, and then analyzed data by DEMATEL and ISM methods to understand the correlation between key factors. The research results show that the key successful factors of blockchain platform for micro-enterprises include "brand equity", "security and anti-counterfeiting", "sales growth", "transparency and clear", "trust", "consensus mechanism", "traceability", "consistency", "tracking", "innovation management", "international", "organizational adaptation", in which consumer "trust" plays an important role. Micro-enterprises can use blockchain to expand the market, provide customers with better service quality, and bring sales growth to micro-enterprises.

• The Korean Journal of Food And Nutrition
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• v.35 no.1
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• pp.51-61
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• 2022

This study aimed at elementary, middle, and high school dietitians who purchase ingredients for school meals. Therefore, for the study, the awareness and usage of nutritional information by 108 teachers and dieticians on 5 hazard-free meals using multivariate analysis of variance were investigated during May 18~21, 2021. Among the five questions that asked the general perceptions of school meal dietitians of 5 hazard-free meals, the perception that the "5 hazard-free foods can be easily distinguished" was the lowest. Problems were associated with using the 5 hazard-free meals such as "expensive price," "no variety in items," "disruption in the supply and demand," "inconsistent quality," and "lack of taste," in that order. Therefore, to improve 5 hazard-free school meal service, it is necessary to not only lower the price burden by providing subsidies to schools but also improve the development and distribution structure of various 5 hazard-free foods.