• 한국직업건강간호학회지
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• 제25권2호
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• pp.108-117
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• 2016

Purpose: The purpose of this study was to determine the relationship between customer contact service and mental health among Korean taxi drivers. Methods: This was a secondary analysis of data collected from the 2015 Korean Working Conditions Survey. The sample included 496 taxi drivers in South Korea. The effect of customer contact service on mental health was analyzed using logistic regression analysis. The independent variables were general characteristics, working conditions, and hazardous factors in interactive service. Results: The prevalence of poor mental health was 56.3%. Taxi drivers experienced emotional involvement (17.2%), hiding feeling (32.0%), and contact with angry clients (18.3%) in their job. During the first month of their work, 33.7% experienced verbal abuse and 12.3% threats/humiliating behaviors. In bivariate analysis, verbal abuse, threats/humiliating behaviors, and physical violence were associated with mental health of taxi drivers. Multiple logistic regression analysis revealed 'emotional involvement' and 'contact with angry clients' were significant predictors of mental health. Conclusion: The findings of this study may be useful in developing intervention programs to improve the mental health of taxi drivers in South Korea.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2011년도 추계학술대회
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• pp.727-745
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• 2011

Courier and logistics services such as customer contact employees (customer-contact employee) of the attitudes and behavior of the customer satisfaction level of service quality evaluation and a very big impact. In this study, using a typical customer contact employees, and to target the delivery service industry employees the organization's service orientation and customer orientation by examining the impact on the quality of companies within the organization for growth and development needs and the importance of service orientation will be trying out for. The results of this study can be summarized as follows. First, the chief executive of the organization to configure a service orientation and a detailed understanding of the factors that determine this by managing the organization to effectively come up with a way to make and ultimately the organization's service orientation, organizational culture can be positioned as effort should be taken. Second, service companies through regular training and education to maintain a certain level of service quality should be. Third, the service organization's service orientation is not a fad or a means of sustain and develop the company's survival strategy is to get out. To do this, good communication between the field and management can be achieved by a variety of channels to be established, and management's willingness to provoke sympathy for the employees should be provided.

• 한국IT서비스학회지
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• 제8권1호
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• pp.29-45
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• 2009

In this research, a model to measure the correlation between the performance of customer contact center and the business performance is developed using the well-known model, the market damage model of TARP. Three hypotheses are suggested and verified using real customer profit data and customer access data of the Industrial bank of Korea. As a result of this research, we know that there is a positive relation between increase of business profit and contact experience of customers to customer contact center. Also, customer satisfaction level for customer contact center contact experience is positively correlated with increase of business profit of the company. However, we could not find a meaningful correlation result between number of contacts to customer contact center and the business profit. Although this study is based on a particular one company data, the analyzation framework can be applicable to other banking companies for showing relations between performance of customer contact center and business profit of the company.

• 보건교육건강증진학회지
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• 제4권1호
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• pp.65-75
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• 1987

This study was conducted (i) to recommend the high-scored education method as a adaptable method, and (ii) to find the most influential factor among the three acceptability components (feasibility factor, stimulation factor and reliability factor) to urban or rural residents. The accept-ability score of each health education method currently existing in urban and rural area was estimated. A total of 257 households in Guro 6-dong, Seoul, and 233 households in Jeomdong-myeon, Yeoju-gun, were sampled by interview survey using questionnaire. The four types of health education methods used in this study are; printed matter method, mailing service method. personal contact method, and group contact method. The major findings obtained from this research are as follows; 1) In urban area, the highest-scored in terms of acceptability is the personal contact method, followed by the mailing service, the printed matter, and the group contact. The mailing service method is found to be effective especially for the intelligent group people. 2) In rural area, the highest-scored in terms of acceptability is also the personal contact method, followed by the group contact, and printed matter method. In general, the group contact method is effective toward both urban-poor and rural housewives (especially in stimulation factor). To improve the health consciousness of the residents, there arises the need for the existing education program into better organized and diversified one and for educating health-educators by providing in-depth health knowledge.

• 유통과학연구
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• 제12권6호
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• pp.41-48
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• 2014

Purpose - This study aims to investigate a solution to reduce the negative reactions arising from the performance of duties or the job distress of workers in the service industry, because human resource statistics regarding workers in the service sector have been unreported, while concerns regarding exposure to emotional exertion and poor working conditions have been continuously increasing. Research design, data, and methodology - This study specifically focused on workers in highway service areas. It differs from previous studies because it involves the perspective of the person-organization fit and regards workers' cognition of leaders through the psychological distance toward the leader and the contact frequency between workers and leaders within the framework of the leader-individual fit. Moreover, this study highlights the role of the self-leadership of workers as an important factor that becomes manifested in the individual-level fit to the organization. Hence, this study investigates whether the positive role of the above factors, in turn, could reduce job distress. Workers from highway service areas in Gyeonggi-do province provided data; 141 valid questionnaires are collected. SPSS 19.0 and AMOS 19.0 were used to test the reliability and validity of constructs. Simple regression, multiple regression, and 3 step mediation tests were used to test the hypotheses after the correlation tests. Results - Results indicated that leader-member contact frequency and psychological distance have negative effects on job distress but positive effects on self-leadership. A mediation test revealed that self-leadership, in the relationships between contact frequency and job distress and between psychological distance and job distress, resulted in partial mediation and full mediation, respectively. Conclusions - The result can be understood through two different possible explanations. First, service area workers generally possess a positive perspective toward their leaders. This can be interpreted to mean that increased contact frequency and psychological distance would be considered as supports from the leader, rather than intrusive controls or management schemes. Therefore, the management in highway service areas should invest efforts in increasing contact frequency as well as maximizing psychological similarities by adopting the viewpoints of workers in terms of moral and ethical management, to reduce the workers' job distress. The results relating to self-leadership also indicate that increased contact frequency must be accompanied by intentions for the effective promotion of workers' self-leadership. It also signifies the necessity of a strategic approach by leaders to induce workers to perceive "in-group"ness as suggested both by the similarity-attraction theory and by the social identity theory. In addition, the results of the mediation test of self-leadership indicate that because workers' self-leadership activates upon increased contact frequency by the leader, it should not be a means of control and should not be utilized only from the perspective of management. It is also suggested that strategies such as transfer of authority could have a positive effect in promoting the expansion of self-influence from workers.

• 유통과학연구
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• 제11권8호
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• pp.25-30
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• 2013

Purpose - Foodservices have grown to over 60% of the franchise industry. However, despite reaching this high level, the foodservice franchise industry is experiencing severe ups and downs. While factors such as expansion by franchises and the entry of large multinational firms are causing this imbalance, the more serious problem faced by franchisees is the lack of know-how and correct operating procedures. Franchise headquarters should advise franchisees on important matters such as food ingredients, interior design, tableware, and fixtures. However, even though franchise headquarters have the ability to impart such management know-how, this is often a neglected area. Research design, data and methodology - This study was conducted in an industrial environment to present suitable competitive alternatives for foodservice franchises. Empirical analysis was conducted using a sample of 232 people with experience in targeting customers. The main purpose of this study is not to identify and analyze the factors affecting customer satisfaction. Customers of the Food Service Industry to invite contacts until departure for the service flow by identifying the expectations and allow this area by analyzing the resulting measures to enhance the competitiveness has presented. Results - Actual results contact factors affecting the quality of service on customer satisfaction was a significant influence. However, the end of this analysis, the actual customer satisfaction directly affects the quality of service that is only important factor can commit mistakes. Relatively large impact on customer satisfaction, which is relatively independent of the quality factor should be a review of zone of tolerance. In this study, eating phase relative to contact the service customer satisfaction was the most influential. The results, however, zone of tolerance for an area in the waiting and ordering dissatisfaction factors are appearing. And in the course of these services outside the zone of tolerance area is unsatisfactory evaluation is being done. Conclusions - After all, Foodservice, the contact service management for zone of tolerance the top priority should be can be seen. Foodservice contact first in the case of service quality factors caused by the continuous flow of services, so this step-by-step identification needs to be clearer. This, of course, to distinguish between the actual per unit of activity appears to be more difficult to follow, for it seems to need a lot of future complementary. Next is the assessment of customer service quality. Customers remember the experience for the services of a real contact through the assessment and service evaluation clearly emerge as the expected level can be difficult. However, this situation is controlled by the test method cannot be avoided unless there is no limit to the number of leave. Despite these limitations, the next step to contact a service evaluation and analysis have to continue to refine and thereby franchisees for the operation of the store in terms of practical know-how required to provide to the office believe.

• 한국조리학회지
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• 제20권5호
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• pp.71-75
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• 2014

The purpose of this study is to verify antecedent variables that affect emotional labor. The results are as follows. First, display rules positively affected deep acting and negatively affected surface acting. Second, customer contact time positively affected deep acting but did not affect surface acting. Third, the interaction between display rules and customer contact time did not have significant effects on surface acting but negatively affected deep acting. The implications based on these results are as follows. First, theoretically, this study extends the range of leading variables that affect emotional labor and verifies the moderation effects between these variables. Next, practically, this study suggests that presenting harmonious criteria with regards to display rules and customer contact time that fit well into the concept of food service company is a very useful tool to manage emotional labor of the employees. The limitation of this study is that the causal relationship between variables demonstrated in this study cannot be generalized due to convenience sampling and cross sectional research.

• 한국관광식음료학회지:관광식음료경영연구
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• 제12권1호
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• pp.37-56
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• 2001

This study was to examine what factors of Relationship marketing are in Korean, Chinese, Japanese, and American. The seven factors of relationship marketing consist of facilities/atmosphere, convenience, level of factors, customer-contact service, communication service, relevance of price, customer benefits. The empirical results and implications are as follows. First, the facilities/atmosphere, relevance of price in Korean restaurants convenience, level of food in Chinese customer-contact service, level of flood in American restaurants were high. Second, among activities of relationship marketing, facilities/atmosphere, convenience, level of food, relevance of price were significant higher in Korean restaurants than in others, and customer-contact service, communication a7vi7e, customer benefits were significant higher in American restaurants than in others.

• 산업경영시스템학회지
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• 제31권4호
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• pp.162-167
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• 2008

FMEA (failure mode and effect analysis)is a widely used technique to assess or to improve reliability of product not only at early stage of design and development, but at the process and service phase during the product life cycle. In designing a service system, this study proposes a fuzzy service FMEA with the service blueprints as a tool which describes customer actions, onstage contact employees actions, backstage contact employees actions, support processes, and physical evidences, in order to analyse and inform service delivery system design. We fuzzified only two risk factors, occurrence and severity, to more effectively assess the potential failure modes in service. Proposed fuzzy risk grades are applied to Gaussian membership function, defuzzified into Fuzzy Inference System, and eventually identified the ranks on the potential fail points.

• 한국IT서비스학회지
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• 제20권5호
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• pp.43-54
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• 2021

Currently, citizens' expectations and concerns on utilizing artificial intelligence (AI) technologies in the public sector are widening with the rapid digital transformation. Furthermore the level of global acceptance on the AI and other intelligent digital technologies is augmenting with the needs of non-face-to-face types of public services more than ever due to the unforeseen and unpredictable pandemic, COVID-19. Thus, this study intended to empirically examine what policy directions for the public should be considered to provide well-designed services as well as to promote the evidence-based public policies in terms of Al speaker technology as a non-contact smart city service. Based on the survey of senior citizens' perceptions on AI (AI Speaker technology), this study conducted structure equation modeling analyses to identify whether technology acceptance models on to the varied dependent variables such as actual use, perception, attitude, and brand royalty. The Results of the empirical analyses showed that AI increased the positive level of citizens' perception, attitude and brand royalty on non-contact public services (smart city services) which are becoming more crucial for developing AI oriented government and providing intelligent public services effectively. In addition, theoretical and practical implications are discussed for understanding the changes of public service in the post-corona.