• Asia Marketing Journal
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• 제17권2호
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• pp.39-62
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• 2015

Relatively little studies have investigated employee recovery from internal service failure, especially from the employees' perspective. When handling customer complaints, employees must not only deal with legitimate customer demands after a service failure, such as providing an apology, rectifying the problem, and offering compensation, but they must also manage illegitimate dysfunctional customers, who may yell, threaten, and even physically harm the employee. These negative experiences can have strong effects, and employees can exhibit higher levels of stress such as burnout and emotional labor, which have been linked to dissatisfaction, tension and anxiety, reduced performance and effectiveness, and a greater propensity to leave the firm, ultimately leading to negative financial consequences for the firm. These conditions result in internal service failure and create the need to recover employees-in other words, internal service recovery. However, little research has examined this issue so far. The purpose of the current study, therefore, is to investigate the relationship between internal service recovery and employee outcomes. A pre-test, post-test between-subjects experimental design was developed. Participants were 166 part-time students who were working full-time. The average age of the participants was 36.74 years, and 57.50% of them were female. The average length of employment was 13 years. Participants were randomly assigned to one of four groups of approximately equal size. Three of the groups were subjected to an experimental situation involving an internal service failure, while one group was not exposed to failure, thereby acting as a control group. This study contributes to the service marketing literature in several ways. First, the study extends service failure and/or recovery research by examining recovery in an employee context. Second, this study attempts to measure internal service recovery and to empirically demonstrate its relationship to employee outcomes. Third, this investigation emphasizes the managerial importance of internal service recovery. For example, understanding the nature of the relationships between internal service recovery and its consequences can improve the effectiveness and efficiency of managers' resource allocation decisions.

• 한국치위생학회지
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• 제20권2호
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• pp.189-196
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• 2020

Objectives: This study aims to investigate the impact of clinical dental hygienists on customer orientation and prepare basic data for the rational and efficient human resource management of dental hygienists. Methods: A self-reported questionnaire was completed by 220 dental hygienists from July 7 to August 8, 2019. Data were analyzed using the IBM SPSS Statistics 22.0 program with a significance level of 0.05. Results: The customer orientation of clinical dental hygienists was 4.09, internal marketing was 3.10, organizational citizenship behavior was 3.97, and self-efficacy was 3.91. The variables that most influenced their turnover intention were those related to organizational citizenship behavior. These factors showed a 28.8% variance among dental hygienists. Conclusions: This study recommends the development and application of a program that enhances dental hygienists' customer orientation, recognizes them as internal clients, and improves dental productivity.

• 한국지하수토양환경학회:학술대회논문집
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• 한국지하수토양환경학회 2003년도 총회 및 춘계학술발표회
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• pp.287-291
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• 2003

To delineate the internal structures of alluvial aquifer, high resolution seismic and GPR methods were adopted in Buyeo Gunsu-Ri area. The result of seismic refraction survey shows the water table of the aquifer and the result of seismic reflection reveals the basement and somewhat dominant internal structures of alluvial aquifer. The internal heterogeneity due to variations in channel behavior can be delineated using GPR survey. GPR profiles for the point bar deposits near Buyeo county reveals two different stratigraphic units the lower inclined heterogeneous strata and the upper horizontally stratified strata. According to the increase of demand for water resource using artificial recharge in alluvium, it is believed that the information acquired by high resolution geophysical methods will have an important roles for the effective and sustainable development and usage of groundwater in alluvial aquifer.

• 한국IT서비스학회지
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• 제9권4호
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• pp.71-94
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• 2010

Based on IT that is an important competitive resource within the company, the purpose of this paper is to investigate whether the factors of internal IT audit consulting service quality affect the customer satisfaction. In this research. we have identified five different variables that affect the customer satisfaction which are reliability, professionalism, responsiveness, empathy and strategic partnership. Further, the causal relationship between customer satisfaction and audit consulting service Quality has been examined. This research was conducted empirically targeting business units the results could be summarized as follows. First, the study variables, reliability, professionalism, responsiveness, empathy. and strategic partnerships have been proved to be significant effect on customer satisfaction. Next, the strategic partnership of variables was the biggest influence on the customer satisfaction.

• 드라이브 ㆍ 컨트롤
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• 제16권3호
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• pp.16-22
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• 2019

Due to the rise in energy consumption and natural resource prices, the demand to improve energy efficiency in the construction machine has been highlighted. Even though many researchers have contributed to the development of the technology, CO2 gas emissions of heavy machinery remains high. One of the most significant problems of the novel excavator with internal combustion engines is the emission of harmful gas. To reduce emissions in the construction machine, it is necessary to replace the internal combustion engines with the alternative one. To overcome those problems, this paper focuses on the adoption of PEMFC hybrid engine for the excavator system. An internal combustion engine is replaced by new structures with fuel cell, battery and ultra capacitor. The proposed system has been designed and modeled using Simcenter Amesim software and compared with the conventional one through simulation results.

• 근관절건강학회지
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• 제6권1호
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• pp.100-135
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• 1999

Typical symptoms of rheumatic disease affect overall daily living and cause severe stress. Individuals afflicted with rheumatic disease have many illness-related stresses. Pain was the predominantly perceived stress followed by limitation in mobility, difficulties in carrying out activities of daily living. helplessness, dependency on others, threat to self-esteem, interference in social activity, interference in family relationships. difficulties performing at work, and discomfort of the treatment. Patients with chronic arthritis are subjected to long periods of continuous stress, which may require the management by the health care provider. In these cases, the purpose of the nursing is helping to promote health through supporting patient's coping. Therefore, for the nursing intervention to be effective, it is critical to build a theoretical framework that describes stress-coping for chronic arthritis. Thus, the purpose of this dissertation is to present a theoretical framework which describes the stress-coping processes and to empirically test pathos of this framework for the people with chronic arthritis. The foundation upon which this framework is built in the Erickson, Tomlin, and Swain(1983) theory of Modeling and role-Modeling. The subjects were 275 patients with rheumatoid arthritis or osteoarthritis who visited the outpatient clinic. A hypothetical model of stress-coping was tested by covariance structure analysis with PC-LISREL 8.12 program. As a result, the overall fit was good(Chi-square=94.49, P=0.00, RMR=0.067, GFI=0.95, AGFI=0.91, NNFI=0.93, NFI=0.91) for the hypothetical model. The results of hypothesis testing were as follows : Basic need satisfaction had a statistically significant influence on illness-related experience, emotional stress and coping resources. Internal health locus of control had a statistically significant influence on coping resources. However, independent variables(basic need satisfaction, internal health locus of control, illness-related experience, emotional stress and coping resource) did not have significantly influence on coping. And then, the hypothetical model was modified by considering both the theoretical implication and statistical significance of the parameter estimates. The revised model had a better fit to the data(Chi-square=83.11(P=0.00), RMR=0.061, GFI=0.96, AGFI=0.92, NNFI=0.95, NFI=0.92). Hypothesis emerged from the revised model was tested. The results of hypothesis testing were as follows : Basic need satisfaction had a statistically significant influence on illness-related experience, emotional stress and coping resources. Internal health locus of control had a statistically significant influence on illness-related experience and coping resources. Internal health locus of control, illness-related experience, emotional stress and coping resources had a significantly influence on coping. According to the results of this dissertation, basic need satisfaction and internal health locus of control play a central role in appraisal of illness-related experience and coping resources. And illness related-experience, emotional stress, and coping resources affect on coping activities. In summary, nursing interventions to enhance basic need satisfaction and internal health locus of control will decrease illness related experience and emotional stress and increase coping resources. Increased coping resources will prompt coping activities.

• Journal of Gastric Cancer
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• 제2권4호
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• pp.213-220
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• 2002

Purpose: The cDNA microarray provides a powerful alternative with an unprecedented view in monitoring geneexpression levels and leads to discoveries of regulatory pathways involved in complicated biological processes. Our aim is to explore the different gene-expression patterns in gastric adenocarcinomas. Materials and Methods: By using a cDNA microarray representing 4,600 cDNA clusters, we studied the expression profiling in 10 paired gastric adenocarcinoma samples and in adjacent noncancerous gastric tissues from the same patients. Alterations in the gene-expression levels were confirmed by Vsing Northern blots and reverse-transcription PCR (RT-PCR) in all of 4 randomly selected genes. Results: Genes those were expressed differently in cancer ous and noncancerous tissues were identified. 44 (of which 26 were known) and 92 (of which 43 were known) genes or cDNA were up- and down-regulated, respectively, in more than $80\%$ of the gastric adenocarcinoma samples. In cancer ous tissues, genes related to gene/protein expression, cellcycle regulation, and metabolism were mostly up-regulated whereas genes related to the oncogene/tumor suppressor gene, cell structure/motility, and immunology were mostly down-regulated. The semi-quantitative RT-PCR results for the four genes we tested were consistent with the array findings. Conclusions: These results provide not only a new molecular basis for understanding the biological properties of gastric adenocarcinomas but also a useful resource for future development of therapeutic targets and diagnostic markers for gastric adenocarcinomas.

• 공업화학
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• 제27권2호
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• pp.171-178
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• 2016

세계 각국은 석유자원의 고갈로 인한 고유가, 지구온난화 등의 환경문제를 해결하기 위하여 많은 노력을 하고 있다. 그중 기존 화석연료를 대체할 수 있는 재생 가능한 청정 에너지원으로 바이오 연료가 주목받고 있다. 그러나 기존의 바이오연료 생산기술은 식량자원인 사탕수수, 옥수수 등을 사용하므로 이를 대체하는 기술개발이 요구되고 있다. 이에 본 연구에서는 식량자원을 대체할 폐기물의 가스화와 혼합 알코올 합성공정이 연계된 간접 알코올 전환 공정의 기술 경제성 평가를 수행하였다. 국내에서 공급되는 바이오매스 폐기물 자원량을 고려한 2000톤/일 급의 전환 공정에서 매일 533000 L의 연료용 에탄올을 생산한다고 가정하였고 이를 위해 필요한 경제성 자료는 기발표된 자료들로부터 계산되어 경제성 분석에 이용되었다. 경제성 분석은 원금회수기간과 내부수익률(internal rate of return, IRR) 및 순현재가치(Net Present Value, NPV)로 진행되었으며, 원료비용과 초기 투자비, 주요 공정비용 및 에탄올 가격 변화, 운용비용의 민감도 분석을 진행하여 각 항목별 민감도를 고찰하였다.

• 한국지형학회지
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• 제18권4호
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• pp.193-202
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• 2011

2002년 태풍 루사에 의한 영향으로 전남 함양군 마천면 일대에 발생한 토석류 발생지점의 특성을 분석하기 위하여 Kompsat EOC-1 영상과 고해상도 항공사진, 그리고 수치해석모형을 이용하였다. 토석류가 발생한 지점은 사면경사가 평균적으로 35도 이상의 곡두부로 토양의 내부마찰각보다 사면경사가 큰 지점에서 사면붕괴가 집중적으로 발생한 후 토석류화된 것으로 나타났다. 또한 모형의 토석류 예측결과는 실제 발생범위에 비해 넓게 예측되었으며, 이는 지표가 포화 되어졌다는 정상상태를 가정하고 있기 때문으로 추정된다. 정확한 토석류 예측을 위해서는 추후 토양이 포화되는 시점까지의 강우량과 토양의 포화도에 대한 시간이 고려되어야 할 것이다.

• Asia pacific journal of information systems
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• 제18권4호
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• pp.57-81
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• 2008

Knowledge is an essential strategic weapon for sustaining competitive advantage and is the key determinant for organizational growth. When knowledge is shared and disseminated throughout the organization, it increases an organization's value by providing the ability to respond to new and unusual situations. The growing importance of knowledge as a critical resource has forced executives to pay attention to their organizational knowledge. Organizations are increasingly undertaking knowledge management initiatives and making significant investments. Knowledge sourcing is considered as the first important step in effective knowledge management. Most firms continue to make an effort to realize the benefits of knowledge management by using various knowledge sources effectively. Appropriate knowledge sourcing strategies enable organizations to create, acquire, and access knowledge in a timely manner by reducing search and transfer costs, which result in better firm performance. In response, the knowledge management literature has devoted substantial attention to the analysis of knowledge sourcing strategies. Many studies have categorized knowledge sourcing strategies into intemal- and external-oriented. Internal-oriented sourcing strategy attempts to increase firm performance by integrating knowledge within the boundary of the firm. On the contrary, external-oriented strategy attempts to bring knowledge in from outside sources via either acquisition or imitation, and then to transfer that knowledge across to the organization. However, the extant literature on knowledge sourcing strategies focuses primarily on large organizations. Although many studies have clearly highlighted major differences between large and small firms and the need to adopt different strategies for different firm sizes, scant attention has been given to analyzing how knowledge sourcing strategies affect firm performance in small firms and what are the differences between small and large firms in the patterns of knowledge sourcing strategies adoption. This study attempts to advance the current literature by examining the impact of knowledge sourcing strategies on small firm performance from a holistic perspective. By drawing on knowledge based theory from organization science and complementarity theory from the economics literature, this paper is motivated by the following questions: (1) what are the adoption patterns of different knowledge sourcing strategies in small firms (i,e., what sourcing strategies should be adopted and which sourcing strategies work well together in small firms)?; and (2) what are the performance implications of these adoption patterns? In order to answer the questions, this study developed three hypotheses. First hypothesis based on knowledge based theory is that internal-oriented knowledge sourcing is positively associated with small firm performance. Second hypothesis developed on the basis of knowledge based theory is that external-oriented knowledge sourcing is positively associated with small firm performance. The third one based on complementarity theory is that pursuing both internal- and external-oriented knowledge sourcing simultaneously is negatively or less positively associated with small firm performance. As a sampling frame, 700 firms were identified from the Annual Corporation Report in Korea. Survey questionnaires were mailed to owners or executives who were most erudite about the firm s knowledge sourcing strategies and performance. A total of 188 companies replied, yielding a response rate of 26.8%. Due to incomplete data, 12 responses were eliminated, leaving 176 responses for the final analysis. Since all independent variables were measured using continuous variables, supermodularity function was used to test the hypotheses based on the cross partial derivative of payoff function. The results indicated no significant impact of internal-oriented sourcing strategies while positive impact of external-oriented sourcing strategy on small firm performance. This intriguing result could be explained on the basis of various resource and capital constraints of small firms. Small firms typically have restricted financial and human resources. They do not have enough assets to always develop knowledge internally. Another possible explanation is competency traps or core rigidities. Building up a knowledge base based on internal knowledge creates core competences, but at the same time, excessive internal focused knowledge exploration leads to behaviors blind to other knowledge. Interestingly, this study found that Internal- and external-oriented knowledge sourcing strategies had a substitutive relationship, which was inconsistent with previous studies that suggested complementary relationship between them. This result might be explained using organizational identification theory. Internal organizational members may perceive external knowledge as a threat, and tend to ignore knowledge from external sources because they prefer to maintain their own knowledge, legitimacy, and homogeneous attitudes. Therefore, integrating knowledge from internal and external sources might not be effective, resulting in failure of improvements of firm performance. Another possible explanation is small firms resource and capital constraints and lack of management expertise and absorptive capacity. Although the integration of different knowledge sources is critical, high levels of knowledge sourcing in many areas are quite expensive and so are often unrealistic for small enterprises. This study provides several implications for research as well as practice. First this study extends the existing knowledge by examining the substitutability (and complementarity) of knowledge sourcing strategies. Most prior studies have tended to investigate the independent effects of these strategies on performance without considering their combined impacts. Furthermore, this study tests complementarity based on the productivity approach that has been considered as a definitive test method for complementarity. Second, this study sheds new light on knowledge management research by identifying the relationship between knowledge sourcing strategies and small firm performance. Most current literature has insisted complementary relationship between knowledge sourcing strategies on the basis of data from large firms. Contrary to the conventional wisdom, this study identifies substitutive relationship between knowledge sourcing strategies using data from small firms. Third, implications for practice highlight that managers of small firms should focus on knowledge sourcing from external-oriented strategies. Moreover, adoption of both sourcing strategies simultaneousiy impedes small firm performance.