• Management & Information Systems Review
• /
• v.36 no.4
• /
• pp.187-209
• /
• 2017

Service industry performance and competitive advantage depend on the attitudes and behavior of customer service employees who produce and deliver services through contact with customers. Most studies on customer service employees so far have concentrated on kindness, attitudes, or benefits. This study focuses on the increasing importance of customer service employees and intends to study them from the viewpoint of human brands that recognize customer service employees as a brand. In addition to the role of the employee at the service contact point, the customer participation behavior affects the interaction process with the customer service employee. Ultimately, customers could no longer be excluded from control to improve service quality. This study based on theory that the human brand characteristics of the customer service employees lead the customer's participation, which has a positive effect on the relationship with the service brand and the service brand attitude surveyed and analyzed customers who use service brand. This study is summarized as follows. First, the relationship between the service brand and the customer is examined. Second, this study also expands prior studies by examining the human brand characteristics of customer service employees and customers' willingness to participate in providing information on the impact of the consumer-brand relationship. The results of the study indicate that among the customer service employees' human brand characteristics reliability, familiarity, and empathy were found to affect the relationship between customers, the service brand, and the attitude toward the service brand the most. This study provides important implications for theoretical and practical strategies by examining the qualities and characteristics of customer service employees, which are the most important agents of marketing.

• Culinary science and hospitality research
• /
• v.16 no.5
• /
• pp.37-49
• /
• 2010

The purpose of this study is to examine how the workplace bullying recognition level of an employee in Korean foodservice industry, which more strongly depends on human services than other industries, influences on job satisfaction and turnover intention. To this end, we collected 250 samples of employees working in the kitchen of family restaurants. Among the collected 250 sample, 241 samples were usable for the analysis excluding 9. The result is as follows. Firstly, there is a difference in average of satisfaction in work according to each group of causes to recognize workplace bullying. That is, the group which vaguely recognizes bullying as for threat to professional status and isolation, and psychological harassment shows higher satisfaction in work than the group which recognizes the bullying well, which is statistically significant. The latter demonstrates more turnover intention than the former. Secondly, the research examining the effects of the causes of workplace bullying over the employees' satisfaction in work and turnover intention shows the following result. The causes to recognize workplace bullying of the employees have a negative effect(-) on job satisfaction on the whole. The causes to recognize workplace bullying of the employees have a positive influence(+) on turnover intention. In conclusion, manager in foodservice industry will need to provide employees with the environment which can help staff improve cooperation, unity and solidarity within the organization.

• KDI Journal of Economic Policy
• /
• v.12 no.3
• /
• pp.47-69
• /
• 1990

The measures taken to reform the Dutch health insurance system hold valuable lessons for countries such as Korea, where there has been increased concern regarding the efficiency and effectiveness of the health services provided. The growing literature on comparative health insurance policies suggests that nations can learn from each other. In addition, Korean policymakers have shown great interest in the health insurance systems of foreign countries, particularly in Japan. The development of Korea's health insurance scheme during the past 12 years has made a significant contribution to the increased accessibility of health care services. Although the insurance coverage is universal, the health insurance system today in Korea is by no means a product of systematic and planned efforts. Moreover, it lacks due considerations of insured's needs as well as the long-term objectives of the social security health care system. There are growing gaps in premium burdens and benefits between the rural health insurance program and the employee's health insurance programs. Furthermore, the regional health insurance program is experiencing financial difficulties in spite of the fact that the amount of the government subsidy has been sharply increased in recent years. Under the present payment method solely based on the fee-for-service schedule, both consumers and providers are encouraged to utilize and prescribe more services. The combination of the utilization-inducing reimbursement system and continuous pushes for expanding health insurance has played a crucial role in raising the country's medical bills. Current trends in Korea's health care sector and those anticipated in the near future necessitate changes in the structure and funding of health care. As indicated in the above, there are various shortcomings in this context, the health policy authority in Korea can draw valuable lessons from the Dutch experiences in reforming their health insurance system. The main elements of the Dutch reform measures are a restructuring of the insurance system and a greater role for market forces in the health care system. On this basis a new system will be created which reflects the social nature of health care while at the same time containing sufficient mechanisms to allow the health care sector to operate in a cost-effective and efficient manner.

• Korean Journal of Social Welfare
• /
• v.57 no.1
• /
• pp.121-146
• /
• 2005

The purpose of this paper is to analyze the structure and characteristics of the utilization support systems(USS), which has been institutionalized to aid the use of social welfare services in Japan's social welfare systems recently. In order to conduct such purposes, this paper made the process as follows. Firstly, this paper examined the developmental processes of social welfare systems, and the back ground of institutionalization of USS in Japan. Secondly, this paper formulated at ideal dimension the analytic model which was to explain the structure and characteristics of the USS. To build this model, this paper used two factors which were the connective dependency to the welfare support systems and the feasible-satisfying alternative setting for user. Thirdly, this paper analyzed the characteristics of the user-driven support facilities which has already activated in social welfare systems in Japan. According to the result of analyzing such model, this paper explained that USS in Japan has possessed the structure and characteristics, such as to aid self actualization and human right of user, to compose the inner coalition organization with supply systems, to emphasize the employee to train care management's skill, and to keep up bounded openness to USS's participation. Therefore, oligopoly market is formulated owing to bounded openness in the field of USS and the role of social worker such as a care manager is emphasized on making care plan.

• Journal of Food Hygiene and Safety
• /
• v.25 no.1
• /
• pp.49-58
• /
• 2010

The objectives of this study were to investigate the microbial contamination levels on food service in university and to provide the information of microbial contamination to improve food safety. A total of 288 samples were collected during summer and winter season between 2006 and 2008 from 4 food services located in the university in Western Gyeongnam and were used to detect sanitary indicator bacteria [aerobic plate count (APC), coliform, and Escherichia coli] and pathogenic bacteria (Staphylococcus aureus, Salmonella spp.). As a result, APC and coliform for hand and kitchen utensils which are used often by the employee were detected at high levels of 1.1~5.5 and 1.3~5.3 log CFU/($100\;cm^2$, hand), respectively. The contamination levels of APC and coliform in cooked foods and drinking water were 0.8~6.4 and 1.3~5.0 log CFU/(g, mL), respectively. Especially, the cooked foods showed the highest contamination for APC (2.1~6.4 log CFU/g) and coliform (1.0~5.0 log CFU/g). We think the reason that the cooked foods may be contaminated with APC and coliform on cooking process by using employee's hand and kitchen utensils. Moreover, S. aureus for hand and kitchen utensils was detected at levels of 2.8~3.0 and 2.0~2.3 log CFU/(g, hand), but Salmonella spp. was not detected. According to the above results, contamination levels of the samples were mostly decreased irrespective of summer and winter season. The results obtained indicated that it is necessary to periodic monitoring for microorganism contamination and education about personal and environmental hygiene to employee for ensuring food safety of food service in university.

• International Commerce and Information Review
• /
• v.15 no.3
• /
• pp.87-110
• /
• 2013

The aim of this study is as follows. The first, What are the most important factors Affecting Global Single Window Usage and its Performance in Korean Trade Related Companies? The factors proposed for this study includes The pressure of trading companies in other country, Support of government, top management support, partnership among (makers distributors, retailers, customs service), education and training We gathered detailed data on our sample companies mainly from publicly available sources : Korea Customs Service. A structured questionnaire was used to collect information about: (1) general fact about the company (size, lines of business, products and services provided, employee, and some financial data about exporting), (2) To investigate the factors of the five contexts described above on korean export-import companies's global single window. The result are as follows. The analysis result revealed that the pressure of trading companies, support of government are influential variables on the affecting global single window in korean trade related companies.

• Journal of the Korean Society for Library and Information Science
• /
• v.47 no.4
• /
• pp.275-294
• /
• 2013

This study utilizes structural equation modeling process to identify contributing factors that have been extracted through the first study of exploring library service and image building related factors. This study, specifically, tests the relationships between endogenous and exogenous variables that are assumed to have inherent relationships when building public library service image. As denoted from the first study, this one uses three dimensions and nine conceptual level constructs and 20 different measurement items for further test. The results of this study is that particular items to measure the image for the users would not have been fitted to the other set of samples. Also, there are differences between the two employee groups in the recognitions of images.

• The Korean Journal of Food And Nutrition
• /
• v.21 no.1
• /
• pp.97-105
• /
• 2008

An IPA model was used to evaluate customer service encounters at a large food court; also the gaps between importance and performance from were also evaluated from both perspectives. The findings of this study will be applied in order to improve service quality at various large food service operations. A total of 298 customers from a large shopping mall food court completed the study questionnaire, asking them to evaluate the important and performance attributes of service. Seven underlying dimensions were identified and labeled by factor analysis: factor 1 was "safety": factor 2 "time": factor 3 "atmosphere": factor 4 "quality of food": factor 5 "menu attributes": factor 6 "comfort": and the last and seventh factor was "comprehension". As a result of IPA analysis the overall mean scores between the importance attributes and performance attributes showed significant differences by independent t-tests(p<0.001). Quadrant I was classified with unnecessary items including interior design, proper lighting, suitable chairs, and proper room temperature. In quadrant II thirteen variables showed high scores for both importance and performance, such as various menu choices, hygienic food, dishes, chairs, food court, kitchen, and employees; proper ventilation, employee kindness, waiting time to order, and received food; automatic system for ordering-serving. Quadrant III included eight variables identified as low priority, including appearance of food, nutrient content of food, proper portions, new menu, proper music, proper location of cashier, services for children and efficiency of movement. In quadrant IV six variables were included as areas to focus management's efforts, such as food taste, proper food temperature, use of safe food materials, maintenance of food quality, existence of preferred foods, and proper food prices. These results suggest that food court customers have interests that are distinct from restaurant customers and may need to be treated differently. It is anticipated that this data will be useful to the foodservice industry in order to segment customer characteristics by different dinning behaviors.

• Journal of Society of Preventive Korean Medicine
• /
• v.10 no.2
• /
• pp.63-80
• /
• 2006

Public health oriental medical doctor has played a great role in providing oriental medical treatment and oriental medical health program with public health medical services, the basic infrastructure, however, is not sufficient. In this study, the researcher surveyed the treatment working or service condition of public health oriental medical doctor. 1. The payment, allowance of doctors are fixed upon the law and guideline according to the financial status of local government. The branch of public health center has more support like an official residence with expenses. 2. The public health center mainly has assitants and ratio of full-timer is more than the branch public health center without any assistants if any, they are temporary employee 3. The public health center has 5.22 beds while the branch has 3.14 beds. The daily average number of patient for public health center is 15.01 while the branch has 8.7 More than half of outpatients are over sixties with musculoskeletal disease. 4. Regarding the traveling clinic, the public health center put into more operation than the branch. The 3rd year serving public doctor gives negative about the traveling clinic much more than 1st and 2nd year serving public doctor. The treatment service condition of public doctor of the public health center is better than the branch doctor, but we are on the point of role-changing as health promotion and preventive treatment to bring up motivation, education and competence strengthening for execution the local-bound health program.

• Asian Pacific Journal of Cancer Prevention
• /
• v.15 no.23
• /
• pp.10095-10099
• /
• 2015

Background: The present study was conducted to determine knowledge level of technicians working in hospitals about testicular cancer (TC) and self-examination of testicles (TSE) and to determine levels of consciousness and implementation status about TSE. Materials and Methods: This cross-sectional study was conducted with technicians working in hospitals (n=243) between $2^{nd}$ January-$31^{st}$ May 2012 at private and governmental hospitals in urban Kayseri. Healthy control subjects (n=235) who were similar to technicians in terms of age, education level and income status were also included to the study. Chi-square test was used in comparison of categorical variables. Results: Technicians were significantly more aware of TC than controls, but the latter were found to have significantly more information about TSE. There was no significant difference between the two groups in terms of knowing how to do TSE and 80% of both groups were unaware this exam. Of technicians, 19.8% and of controls, 25.5% did TSE, the difference being statistically insignificant. First reason for not doing TSE was "not-knowing" among technicians (48.1%) while it was "ignorance" among controls (66.8%). Of technicians doing TSE, 37.5% did as it came to their mind while 51.7% of controls performed TSE several times in the previous year. Technicians were significantly more afraid of getting TC than controls (p=0.037). Conclusions: It was determined in the present study that rates of TSE were similar between technicians and controls. However compliance with the recommended frequency and right method was low. Consequently, public health education should be planned and applied in order to increase the knowledge of TC and TSE.