• International Journal of Quality Innovation
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• v.8 no.3
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• pp.46-70
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• 2007

Customer Support Knowledge of Customer Support Organization is one of the important assets of enterprises and "Customer Support Knowledge Management" is also the critical aspect of Business Knowledge Management; however, the attributes of Customer Support Knowledge are complicated, diverse, renewed rapidly and difficult to be managed. Thus, in order to design a successful Customer Support Knowledge Management System, apart from the consideration of "human" and "information technology" aspects, the concerns of attributes and Customer Support Knowledge and industry characteristics should be involved for meeting the requirements of Customer Support Organization and allowing the organization to acquire the competitive advantage of "Differentiation Service". This research used the "Customer Support Knowledge Management System" in a high-tech industry as an example and treated the end users of medical instruments in different types of hospitals in Taiwan which have received the support service of our company in recent six months as the population. The end users were mostly the nursing executives or ultrasonic wave technical personnel in intensive care unit and they had similar educational background and incomes and adopted the medical instruments such as physical supervision system, ultrasonic wave system, heart start or ECG machine produced by our company; the research method was to randomly treat the investigation results of the telephone customers' satisfaction from respective 30 end users in the population three months before and after this system execution as the samples and use hypotheses to validate if the end users' customer satisfaction significantly improved in terms of "Remote Support," "On-site Support," "Service Turn Around time," "Technical Competence" and "Manner" in order to understand the influence and managerial significance of execution of "Customer Support Knowledge Management System" on Customer Support Organization.

• Journal of Korean Academy of Nursing Administration
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• v.11 no.1
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• pp.89-104
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• 2005

Purpose: The authors reviewed researches related to performance appraisal(32 researches), in order to identify the direction for future research and to establish a credible performance appraisal system. Method: Almost all of the theses and research published in 9 major journals of nursing in korea were reviewed. Results: Most of research(84.4%) were theses and all researches were used to non-experimental design; survey 81.3%, methodological research 15.6%, review 3.1%. The major subjects of study were appraisees and appraisers. Psychosocial data collection which only used questionnaire were 81.3% and carried out interview(12.5%) and delphi-method(3.1%). Data analysis methods were used frequency 78.1%, t-test 62.5%, mean/SD 59.4%, Pearson's correlation 50%, and Cronbach α 50%. Appraisal tool used or developed in studies was graphic rating scales in nine studies and ran parallel with forced distribution in 2. Also, MBO and BSC were developed. Total number of korean terms in performance measurement were 11, and english terms 15. The tendency of the terms was toward performance appraisal or evaluation. Conclusion: In the light of results, we expect development of corporate appraisal tool that can evaluate nurse competence and performance. Total performance management system also should be established.

• Women's Health Nursing
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• v.20 no.2
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• pp.173-183
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• 2014

Purpose: This study was done to examine current status of women's health nursing practicum and identify necessary core nursing skills in this practicum area. Moreover, one syllabus and evaluation sheets for women's health nursing clinical practicum at one university were reviewed. Methods: A survey design was used with 81 educators who were teaching maternity or women's health nursing and its practicum. Results: Most clinical sites for practicum were university hospitals (43.0%), women's hospitals (32.7%), or general hospitals (17.3%); but the majority (77.8%) of educators expressed difficulty in finding appropriate practicum places. Common teaching and learning methods were clinical guides for practicum (44.6%), e-learning content (30.2%), and simulation (23.6%). Core nursing skills for this practicum included assessment of stages of labor, preparation of uterine-fetal monitoring devices and interpretation of results, monitoring uterus and fetal activity, and performing Leopold's maneuver. For postpartum care, the following were included; postpartum fundal massage, assessment of breast engorgement, fundus height, and episiotomy sites, inserting urinary catheter, and teaching the use of patient-controlled analgesia. Conclusion: To improve the quality of clinical practicum, development of a clear course syllabus, standardized clinical guidebook, and core nursing skills is required and should be shared with all relevant nurse educators.

• Journal of Distribution Science
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• v.16 no.12
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• pp.81-93
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• 2018

Purpose - The purpose of this study was to propose a specific and empirical continuous transaction strategy through service quality of improvement to small and medium Korean companies whose main business is B2B distribution and sale of general-purpose SW. Research design, data, and methodology - The research procedure is largely divided into two phases. In the first phase, the service quality, the customer satisfaction, and the continuous transaction research hypothesis and the verification are carried out. Experimental data were collected from 450 companies, CEO companies of SMEs innovation institutes, and 510 companies from medium and large enterprises. From September 15 to October 5, 2015, 215 questionnaires were used. And research hypothesis and test were conducted by SPSS SW Ver. 20. Results - The results of the study confirm that service quality has a positive effect on customer satisfaction and continuous transaction: as the detailed items for improving the service quality, 'responsiveness', 'assurance' and 'empathy' have been adopted. Therefore, there are critical factors of a company's survival through continuous transaction. Conclusions - Through this study, we confirmed that the survival of small businesses require continuous improvement in service quality. Among the factors improving service quality, empathy means service satisfaction of customers; so, it is necessary to continuously improve it by evaluating customer satisfaction. Responsiveness means rapid response to customer needs and reliability; it is necessary to enhance customer responsiveness by continuous job training and service training. Finally, assurance is the same as sales product or after service. This means that it is necessary to not only issue the "supply contract," but also improve the reliability of the sales product by securing the competence of the consulting professional. However, because the service quality measurement factors selected in this study are the measurement factors that are mainly applied to large companies or those in the service industries, it is important to consider the type of sales of software distribution companies.

• Journal of The Korean Association of Information Education
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• v.24 no.4
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• pp.401-412
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• 2020

Team-based programming methods are widely applied to solve various difficulties that pre-service teachers experience in the programming lessons. To prepare effective collaboration strategies necessary for them, it is necessary to analyze various collaborative factors that affect learners' programming competencies. Therefore, in this article, a questionnaire survey was conducted by dividing learners' collaboration factors into individual and team competencies, and the relationship between learners' programming competencies was analyzed. As a result of the verification, the program design competency showed significant results in all elements of the learner's personal competency, team techniques such as data sharing skills necessary for collaboration, and team collaboration. It was analyzed that an individual's understanding of learning and team collaboration influenced the program implementation competency. In addition, the group with relatively high team technique showed significant differences in programming competence, interest, and satisfaction. Accordingly, by linking meaningful factors related to individual and team competencies according to the programming process, a collaborative strategy practically necessary for pre-service teachers was suggested.

• Journal of Korean Public Health Nursing
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• v.4 no.2
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• pp.25-34
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• 1990

The Purpose of this study were 1) to find out the characteristics of health promoting Ii festyles of the study samples, 2) to determine the relationships of physical health and mental health, 3) to determine the relationships of health promoting lifestyles and health status. The health promotion model was tested with a volunteer sample of 141 female students in a university in Seoul. The health promoting lifestyle was measured by the scales developed by Walker and Pender(1987). Health status was measured by Cornell medical Index. Pearson's product moment correlations and stepwise multiple regression technique were used to analyze the data. The results are summarized as follows; 1. The items with the highest frequency of the subscales of health promoting lifestyle were 'look forward to the future' $(133,\;95.0\%)$ in self actualization, 'Enjoy being touched and touching people close to me' $(122,\; 87.14\%)$ in relationships with others. The strongest correlation was between general competence In self care and nutritional practice(r=5388, P<. 0001). 2. Fatigability, frequency of illness, miscellaneous diseases, habit, mood and feeling patterns were predictive of mental health. 3. Total health promoting lifestyles explained $14\%$ of the variance for health status. Relationships with others explained $20.9\%$ of the variance for health status. In conclusion, because the most variance explained was $420.9\%$, there must be other variables not accounted for by the model. that influence health promoting behaviors. Psychological factors accounted for more variance than other factors. Intervention studies focused on psychological factors as a means of altering behaviors have great potential for the design of interventions to increase health promoting behaviors. Further testing of the model with this population should be done.

• Journal of Korean Public Health Nursing
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• v.30 no.2
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• pp.274-287
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• 2016

Purpose: The purpose of this study was to examine the effects of Motivational Interviewing(MI) training program on communication skill and self-efficacy of home visiting nurses(HVNs). Methods: This study has a mixed-methods design that includes a one-group pre-post test study and focus group interviews(N=23). From April 16th to June 11th in 2014, total six two-hour sessions of MI training program were provided to the participants. The quantitative outcomes were collected using Global Interpersonal Communication Competence Scale(GICC-15) and Self-efficacy Scale, and the qualitative data were obtained by 5 focus group interviews. Group pre-post changes were evaluated by paired t-tests and the qualitative data were analyzed by content analysis method. Results: MI training program led to significant enhancement in communication skills(Z=-3.62, p<.001) and self-efficacy(Z=-3.67, p<.001). The qualitative study revealed that the participants had positive experiences to express empathy, support self-efficacy, and respect autonomy for their clients applying reflective-listening and affirmation skill. Conclusion: The HVNs who participated in the MI training program showed improved communication skills and self-efficacy in the quantitative and qualitative studies. A randomized clinical trial is needed to confirm the value of MI training program for HVNs.

• Journal of Distribution Science
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• v.15 no.4
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• pp.41-57
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• 2017

Purpose - With the growth of the duty free shop field and an increase in the executive interest in it, it becomes necessary to examine if PBZ (1988) SERVQUAL could be applied to duty free shop service reflecting on this increased interest and the importance of marketing strategy alternative managing multinational customers. Therefore, the present research focused on the comparison of Korean and Chinese consumers. We examined how service quality would affect relationship quality and customer loyalty. Research design, data, and methodology - Surveys were distributed to 235 Korean and 220 Chinese consumers who have visited a Korean duty free shop. We analyzed frequency analysis, mean difference analysis, and reliability analysis, exploratory factor analysis, confirmatory factor analysis, structural equation model analysis, and multi-group analysis. Results - First, perceived tangibles, responsiveness, empathy, assurance, price benefits, product diversity, and IT convenience of duty free shop service all appeared to be positive effect on customer satisfaction; at the same time, only tangibles, responsiveness, empathy, assurance, and price benefits positively affected customer trust. Secondly, customer satisfaction and trust that are the components of the relationship quality appeared to be positive effect on customer loyalty. Thirdly, customers' satisfaction was found to play a full mediating role effect among all of the service quality factors with customer loyalty; however, customer trust was found to have the mediating effects only with tangibles, empathy, assurance, and price benefits. Fourthly, we found a difference between how service quality influences relationship quality and how service quality influences customer loyalty as a function of different nationality. As a result, it appeared that price benefits and IT convenience affected customer satisfaction more among Koreans than among Chinese. Finally, it appeared that customer satisfaction and trust affected customer loyalty more among Chinese than among Koreans. Conclusions - The results of this study contribute to the theoretical knowledge, but also provide strategic alternatives to enhance differentiation, international competence of enterprises led by duty free shop and service quality improvement and customer loyalty of enterprises are drawn as a foundation for constructing international customer relationship in future global era.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.5
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• pp.366-372
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• 2018

The purpose of this study was to investigate the effects of educational evaluation with the application of flipped learning on undergraduate students' self-directed learning ability (cognitive domains, motive domains, conductive domains) and cognitive learning competency (knowledge and thought, creation, problem solving). An educational evaluation class, which applied flipped learning designed on the basis of pre-class, in-class, and post-class, was taught to 57 undergraduate students for twelve of the sixteen weeks of a semester. It was held each week on Thursdays for two (Ed- I don't understand 'for two'). The study results showed that, applying the flipped learning educational education class for undergraduate students improved self-directed learning ability (motivation domains, behavior domains) and cognitive learning competence (higher order thinking, metacognition, creativity tendency, problem-solving process). This study provides meaningful suggestions on exploring instructional design and effective teaching and learning methods applied to flipped learning.

• Journal of the Korean Institute of Rural Architecture
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• v.14 no.3
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• pp.51-60
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• 2012

Gwangju Metropolitan City has implemented a creative regeneration project of Gwangju Folly in the site of Gwangju-eup Fortress as part of the Gwangju Design Biennale by inviting well-known international architects. This study examined and analyzed the characteristics of location, place, and space through actual survey. The results were as follows. Gwangju Folly were mainly located at the four gates and corners of Gwangju-eup Fortress, main entrances of Asia Culture Complex, and historical places where the May 18 Democratization Movement occurred. The common place of Gwangju Folly was a footpath and common location types were the full location of footpath width and the partial location of footpath width. For the spatial types of Gwangju Folly, the practical type which people can stay was the most common(2/3). In the partial location of footpath width, the type which people take a rest and look out over the surroundings accounted for a half. In the full location of footpath width, the gate type which people pass accounted for 2/5. However, as footpath width was minimum for walking, both partial and full occupation types were narrow in place. It influenced the image of Gwangju Folly. Gwangju Folly did not play as a figure and show architects' intentions clearly because of their narrow locations. Therefore, it is very necessary to make a plan to maintain places so that Gwangju Folly do not have a cramped image and architects' intentions become clear with citizens' cultural competence. Also, urban property which creates the identity and attraction of Gwangju continuously should be settled down through helping citizens recognize the intention and value of artistic works.