• 대한치과보철학회지
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• 제45권4호
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• pp.534-545
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• 2007

Statement of problem: In spite of increasing sports injury, there was no collected data on the rate and type of dental injuries for athletes in Korea. Purpose: The purpose of this study was to investigate the occurrence of maxillofacial injuries and attitude of college sports player in Korea towards mouthguard. Material and methods: Total 617 athletes answered a series of questionnaire concerning their sports injury and using mouthguard. Results: 1. 81%(502) of athletes had, playing or training a sports, suffered an injury. Female athletes suffered an injury more than male athletes(p<0.05). Contact sports athletes were injured more than non contact sports athletes(p<0.05). 2. 335 athletes(54.8%) had suffered maxillofacial injuries while playing or training. 81.8% of athletes suffered an maxillofacial injury in contact sports(p<0.05). 3. Laceration of oral area, wrick in neck, fracture or avulsion on upper incisors, concussion, TMJ injury, fracture or avulsion on lower incisors, fracture or avulsion on lower molars were frequently injured area. 4. 67.2% of athletes answered that mouthguard could prevent sports injury especially high in contact sports(p<0.05). But only 39.1% of athletes required mouthguard while playing. 44.6% of athletes showed their intention of using mouthguard. Conclusion: This study shows that the incidence of maxillofacial injuries is very high while the actual use of mouthguard is very low. To prevent sports injury, a dentist must inform sports players and coaches of accurate information about mouthguard so that they can use it well. A dentist also has to provide them with better mouthguard on the basis of user's complaint.

• 한국과학교육학회지
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• 제16권2호
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• pp.154-163
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• 1996

In Korea, previous survey in science education mainly dealt with Quantitative variables. Qualitative ethnographic observation can bring deeper understanding of the context of school lesson and it's feature. The purpose of this study was to develop qualitative understanding about the learning experiences provided in middle school and students' responses to them through observation and interview and to investigate it from a constructivist perspective. Six lessons of the 9th grade were observed and recorded on the video tape. The topics of the lessons were potential energy, kinetic energy and conservation of mechanical energy. We had also unstructured interview with the teacher and three groups of students. The teacher's deductive explanation starting from scientific definition and quantitative problem solving using formula were the main features of the classroom lectures. The video - watching lesson was taking the role of a break rather than being seen as a useful tool for science learning and teaching by both students and the teacher. The teacher's perception about the lab experiment was not supported by the responses from the students. The teacher and students preferred problem-book to textbook for their teaching and learning. From a constructivist's perspective, however the teacher seemed to have intention of introducing daily life context, he couldn't unfold it to main context of the lessons. Students were so accustomed to passive learning that they did not express directly their complaint about their learning and did not participate in planing and controling their learning. The teacher and the students believed the scientific knowledge came from an exact experiment. There was a cooperation to seek right answer rather than a social process of making sense of knowledge. In conclusion, the observed science lessons of a middle school showed typical cross section of teacher - centered, passive learning environment, which is far from constructivist perspective.

• 지역사회간호학회지
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• 제12권1호
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• pp.32-38
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• 2001

This study focused on the understanding the life of the elderly in the institution by phenomenological method. The participants were seven. who were 4 men and 3 women living in the elderly institution in Taegu. The data were collected through the indepth interviews and participant observation from June 20. 1999 to January 10. 2000 and analyzed by phenomenological analytic method by Giorgi. The structure of the meaning were as follows: Unhappy life: irresponsibility. self-centered thought. hardness. Irresistible life: misfortune. unhealthiness. Reading their son's intention. Bitter life: unfair treatment from their sons and daughters, betrayed feeling for their being thrown away. Outside oriented life: a fear of others' attention, wrong information about institutionalized life, maladjustment. Self-consolation life: comfortableness, convenience, economic merit of low cost. Dissatisfied life: discomfort from communal living. unkindness of the institution staffs, depreciated tendency to the elder people, irrational social security system. economic distress, physical pain, restrained feeling. Tenacity to their sons and daughters longingness for their sons and daughters, regretableness, waiting, Regretable life: remorse for their past life. agony, guilty, loneliness, grief, self-abandonment, self-depreciation, other residents' death in common. Inharmonious life with other residents complaint, conflict, ignorance, selfishness. Yearning life for opposite sex: sexual interest. Preparing for their life: control over their body and mind, consideration for others. A life with hope: blessing death, forever healthfulness, affiliation to their family. From the results of this study an education and consultation should be done as soon as possible to remove the negative recognition of the institutional life to the facility residents. the family and the future consumers of elderly institution. To minimize the maladjustment to facility life of residents, a new program and interventions for the new comer's are needed. The thesis with above results will widen the understandings of institutional residents and an important guidance for a better nursing care in elderly institutions of korea.

• CRM연구
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• 제2권2호
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• pp.71-88
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• 2009

본 논문의 목적은 인터넷 쇼핑몰 기업의 e-CRM 활동이 구매고객 및 잠재고객의 구매활동에 미치는 영향을 규명하기 위함이다. 인터넷 쇼핑몰 기업은 고객의 다양한 수요를 체계적으로 파악하고 이를 마케팅 수단으로 활용하기 위하여 e-CRM을 활용하고 있으며 특히 게시판(e-Community)등을 통해 구매고객의 이용후기를 유도하여 많은 잠재 고객에게 유의미한 영향을 미치고자 한다. 그러나 인터넷쇼핑몰 기업의 의도와는 달리 게시판등을 통해 구매고객의 인지부조화가 발생할 수 있으며 불만사항으로 이어질 수 있다. 이러한 불만사항이 게시판을 통해 제대로 관리되지 않고 방치되면 다른 잠재고객에게 불만이 전이되고 불만고객에 대한 동조현상이 발생할 수 있다. 본 논문을 통해 확인된 내용은 인터넷 쇼핑몰을 통해 제품을 구매한 고객이 부정적 인지부조화가 발생하게 되면 사적불만행동으로 이어질 수 있으며 이러한 행동은 게시판등을 통해 형성된다. 사적불만 행동단계에게 기업의 적절한 대응이 없으면 사적불만행동은 곧 공적불만행동으로 커지게 되고 아울러 다른 잠재고객에게 불만내용이 전이되어 빠르게 확산될 수 있다. 즉, 인터넷쇼핑몰 기업의 의도와는 반대로 e-CRM을 통해 잠재고객의 구매의사결정을 촉진하는 것이 아니라 반대로 잠재고객의 구매의사결정을 보류 또는 철회하도록 하는 작용을 하게 되는 것이다. 따라서 인터넷 쇼핑몰 기업은 e-CRM 의 구성요인 중 e-Community에 대한 철저한 관리가 필요하며 불만고객에 대해서 즉각적인 대응이 있어야만 e-Community 의 기능이 제대로 작동을 하게 된다.

• 한국조리학회지
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• 제6권1호
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• pp.57-78
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• 2000

In the 21st century the size of sales of food service business in Korea will be 30 trillion won which means Food service business in Koreas is a mega market, but it is only quantitative growth and might face the limit of growth. At the same time it is predicted that from the academic world Food service business will develop endlessly after IMF condition. Of course I hope so as a member of national. Al though I propose that quantitative side is important, qualitative side must not be disregarded the present and future customer is needs should be met because the 1st goal of company is to achieve a management goal and pursuit profit. The present situation requires a peculiar and specific strategy of its own which can not be followed by competing hotels so that value can be created and buying intention can be occurred after buying. Until now the goal of marketing campaign has been transacted marketing just for closing a transaction, but it must be related marketing which is seeking mutual interests of customer and company. The strategies to attain these goals are : 1) to change from products and service management-focused to customer management and relationship building-focused. 2) to establish a core strategy which needs to be changed from market occupancy of volume expansion to customer occupancy. 3) to change from one-way communication to two-way communication. 4) to change from large scale marketing by company dimension to small scale marketing by sections. If companies focus on core benefit and augmented service to be sought by customers and make every efforts to create a value customer occupancy will increase automatically, the reduction of marketing cost will be followed, and marketing efforts will be much more efficient. In introducing a new product it is still easier to diffuse through the existing customers, and also important market information can be obtained from customers using this close relationship. If this close relationship maintains well customers will say even a trivial inconvenience and complaint and propose an idea of new product. Kotler divides relationship marketing into 5 stages such as Basic, Reactive, Accountable, Proactive, and Partnership. From the 1st stage to the last stage customer management is absolutely important and also in management strategy. The last stage, Partnership can come into the stage which is actively participated in service development and problem solving by customers. so more loyal customers have more successful performance the company attain.

• 마케팅과학연구
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• 제18권1호
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• pp.33-58
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• 2008

본 연구는 서비스실패가 아니라 제품실패 이후, 회복노력의 효과를 실패심각성에 따라 확인하는 것이다. 회복노력은 보상노력, 장점노력 및 단점노력으로 구분되었다. 보상노력은 실패상황을 직접적으로 되돌리려는 의도로 구체적인 보상을 제공하는 방안으로, 장점노력은 제품실패를 초래하는 이유가 특정한 장점을 추구하는 과정에서 불가피하게 발생할 수 있는 문제임을 언급하는 것과 같이 추가적인 상대적 장점을 설명하는 방식으로, 그리고 단점노력은 자사제품이 서비스실패를 초래할 수 있는 문제점을 지니고 있는 반면에 경쟁제품은 또 다른 측면의 단점을 지니고 있다는 점을 부각시켜 소비자의 자사제품에 대한 부정적 태도를 회복시키려고 방안이라고 개념화되었다. 그러한 회복노력들이 실질적으로 효과가 있다고 결론을 내리기 위해서, 회복노력이 제공되지 않는 상황과 비교하여 소비자의 태도나 의향이 우호적인지 검토된다. 가설검증을 위해 화장품산업에서 소비자들을 대상으로 가상적인 시나리오를 이용한 실험을 실시하였다. 연구 결과, 전반적으로 회복노력들은 효과적인 전략임이 확인되었고, 보상노력은 장점노력이나 단점 노력보다 효과적이었다. 특히 심각성이 높은 실패조건에서 단점노력은 장점노력보다 긍정적인 제품태도를 유도하였다. 심각성이 낮은 실패조건에서 장점노력과 장점노력의 효과는 기대할 수 없었다.

• 마케팅과학연구
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• 제20권3호
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• pp.269-277
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• 2010

现有文献表明, 影响服务业顾客忠诚的最重要因素是服务质量. 然而, 在服务质量是直接还是间接影响顾客忠诚方面, 学者们的观点有着明显的分歧. 目前, 中国国内专门针对移动通信行业服务质量与顾客忠诚之间关系的文章较少. 此外, 以往相关文献多是将顾客忠诚作为一个整体变量进行研究, 没有进一步将其细分为多个维度. 基于此, 本文拟通过实证研究来探析移动通信业服务质量各维度与顾客忠诚各维度之间的直接和间接影响机理, 其中选择顾客满意作为二者关系的中介变量, 希望研究结论能给国内移动通信企业的服务管理提供有效的理论指导. 为了使搜集到的数据有效, 本次调研范围仅限于黑龙江哈尔滨市, 调查对象为移动通信公司的用户. 本次调研采取随机抽样的方式, 共发放问卷350份, 收回问卷325份, 回收率为 92.9%. 剔除无效问卷, 有效问卷为289份, 即有效回收率为82.6%. 本文借鉴国内外现有文献所使用的量表, 这些量表已经在实证研究中得到验证. 本文提出六个假设, 总体而言, 只有四个假设没有得到支持. 为了验证服务质量构成要素量表的合理性, 本文对289份有效样本进行探索性因子分析. 同样, 对顾客忠诚的维度进行检验. 本研究采用Cronbach's ${\alpha}$系数来评价量表的信度. 本研究从内容效度, 结构效度和聚合效度三方面对问卷进行效度检验. 本研究对数据和模型的拟合优度进行检验, 以提高假设检验的准确程度. 通过文献资料的收集, 整理及数据处理, 本文提出了服务质量五维度模型以及服务质量与顾客忠诚度之间相互关系模型, 通过实证分析验证了有形性, 可靠性, 反应性, 保证性和关怀性是服务质量的五个构成要素, 验证了PZB对于服务质量的SERVQUAL的测量方法, 研究了移动通信服务质量各维度对顾客忠诚各维度的直接影响机理, 以及服务质量各维度如何通过顾客满意这一中介变量对顾客忠诚各维度的间接影响机理, 建立了相应的关系模型,并运用结构方程分析方法,对模型进行实证检验, 得出如下研究结论: 第一, 移动通信服务质量由有形性, 可靠性, 响应性, 保证性和移情性五个要素构成, 顾客忠诚由态度忠诚和行为忠诚两个维度构成. 在PZB设计的SERVQUAL量表基础上, 本文针对移动通信行业设计了服务质量测量量表, 通过探索性因子分析得出五个因子. 这五个因子与五构成要素基本一致, 说明服务质量五要素概念适用于移动通信行业. 同样, 对顾客忠诚量表进行因子分析, 得出两个因子, 与本文中的态度忠诚和行为忠诚相一致. 第二, 移动通信服务质量对顾客忠诚存在直接和间接的正向影响作用. 其中, 服务质量对态度忠诚有直接和间接的正向作用, 间接作用是通过顾客满意这一中介变量影响的; 服务质量对行为忠诚有直接和间接的正向作用, 间接作用是通过顾客满意和态度忠诚这两个中介变量影响的. 这说明移动通信服务质量越好, 顾客的满意度越高, 其对服务提供商的态度就越积极, 在行为上就越容易表现出对服务提供商的忠诚. 而且, 服务质量各维度对顾客忠诚各维度的影响机理是不同的, 比如: 有形性对顾客满意有直接的正向作用, 但对顾客忠诚却没有显著的直接作用; 保证性对顾客满意没有显著的直接作用, 但对顾客忠诚有直接和间接的正向作用. 第三, 顾客满意在移动通信服务质量与态度忠诚, 行为忠诚之间的具有显著的中介作用, 这说明服务质量的提高可以增加顾客的满意度, 而满意的顾客更容易成为忠诚的顾客; 而态度忠诚在移动通信服务质量与行为忠诚之间的具有显著的中介作用, 这说明顾客行为上表现出忠诚可能是虚假忠诚, 只有态度和行为都忠诚的顾客才是真正的忠诚顾客. 本文的研究结论对中国及其它国家的电信运营商如何提升服务质量有一定的借鉴意义. 本文存在两方面的局限性: 首先, 本研究仅在黑龙江哈尔滨地区进行问卷调研, 针对移动公司用户, 统计数据会存在一定的抽样误差, 影响最终的统计分析结果. 第二, 本研究主要探讨了服务质量对顾客忠诚的影响关系, 并引入了顾客满意作为中介变量, 但没有考虑其他可能影响顾客忠诚的因素, 例如顾客价值, 消费者特征等.