• Journal of the Korean Society of Food Science and Nutrition
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• v.35 no.8
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• pp.1088-1096
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• 2006

The purpose of this study was to identify the service encounter blueprint by types of restaurants in order to manage moment of truth when customers who visit a restaurant encounter services. The service encounter blueprint gives an overall picture of the service provision to visualize an entire service process and its integrated structure. The blueprint is used for service process analysis technique. The random samples of 15 customers were observed by types of restaurants and the records were collected for three-days' observation. Interviews were performed by 3 managers, 3 service encounter employees, 3 cashiers, 3 cooks and 10 customers by types of restaurants. After drawing the first service blueprint, it was revised by the interview with the 3 managers and 6 service encounter employees. In this paper, restaurant service processes are reviewed and analyzed. By use of service blueprint, the processes are analyzed to find a fail point, customer wait, employee decision. As a result of making a blueprint of service encounter by types of restaurant, blueprints of fine-dining restaurants and family restaurants were similar, while fast-food restaurants showed a little difference. In particular, difference was indicated in a point where interaction of service encounter occurred. Difference was indicated depending on types of restaurants. Therefore, the efforts to improve this problem were needed. The blueprint is a map or flowchart (called a process chart in manufacturing) of all transactions constituting the service delivery process. The results showed that service encounter blueprint can be used to improve the service process in the restaurant's encounter.

• Health Policy and Management
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• v.24 no.2
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• pp.120-127
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• 2014

Background: Since December 2010, online computerized prospective drug utilization review (pDUR) has been implemented in Korea. pDUR involves the review of each prescription before the medication is dispensed to the individual patient. The pDUR is performed electronically by Health Insurance Review & Assessment Service (HIRA), which is a Korean governmental agency, and then HIRA provides medical institutions and pharmacies with information that can be helpful to them in preventing potential drug problems such as drug/drug interactions or ingredient duplication. The aim of this study was to assess the impact of the Korean pDUR implementation on the proportion of drug-drug interactions (DDIs) using claims data from HIRA. Methods: A before-after comparison of the prevalence of DDIs between prescription was conducted, using HIRA administrative claims data of medical institution from January 2010 to December 2011. The analysis unit was the prescription issued and pairs before and after. The main outcome measures were the proportion of DDIs within- (control group) or between- physician encounters. To examine the difference, a paired t-test was applied. Results: We found that DDIs proportion between prescription decreased significantly (t=3.04, p=0.0026) after the implementation of pDUR, whereas there is no significant reduction within prescription (t=1.15, p=0.2518). With respect to the prevalence of DDIs between drug groups, the most dramatic reduction was occurred between 3-hydroxy-3-methylglutaryl coenzyme A reductase inhibitors and anti-fungal agents. Conclusion: It seems effective that giving a direct feedback to prescribers by a prospective DUR. Further research is needed to assess the impact of DUR to final outcomes such as hospitalization.

• The Journal of the Korea Contents Association
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• v.13 no.1
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• pp.354-365
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• 2013

Service marketing is the important part in relationship marketing researches because it can make not only a functional aspect, but a social connection with customers as well through the interactive process in service encounters. Therefore, we have to examine whether or not customers' strong emotional bonds which can be created by the interaction in service encounters have influences on the variables related to relationship marketing in service. As results, social rapport and friendship as customers' strong emotional bonds were stimulated by a relational antecedent(communication), and eventually could effect on customer loyalty as a relational outcome positively. It means that customers' strong emotional bonds are critical components to lead relational outcomes in relationship marketing of service. Also, It suggests that customers' strong emotional bonds should be considered in the process from the relational efforts to relational outcomes.

• Quality Improvement in Health Care
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• v.10 no.1
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• pp.8-19
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• 2003

Background : There have been many studies and efforts about quality management in health services, but there were not founded quality assessment on social services. This study was designed for understood level of quality on social service, identified for correlation factors of quality assessment on social services in general and teaching hospitals in Korea. Methods : The subjects of this survey were 80 leaders of social service units. The survey data from each subjects were measured to evaluate level of quality that service provider perceived of sample hospitals. Social worker's attitude of quality assurance activities, perception of quality assurance system in that hospitals were measured. Under the method of one-way ANOVA, t-test and correlation, associated factors of quality assessment in social work service was analyzed. Results : The major findings were as following ; First, the level of quality perceived showed less score, especially the lowest was the score of quality of outcome. Second, social worker's attitude of quality assurance activities showed high score, but quality assurance system of hospitals showed less score. Third, the level of quality assurance system of hospitals, social worker's attitudes of quality assurance activities. Conclusion : The quality of social work service correlated positive hospitals's quality assurance system, social worker's attitudes of quality assurance activities. Therefore, to assure the proper level of quality, qualified for hospitals system of quality assurance, and needed to a educational program for enhanced social workers's attitudes in quality assurance activities.

• Clinical and Experimental Pediatrics
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• v.63 no.6
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• pp.219-225
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• 2020

Background: There is increasing concern that moderate preterm (32-33 weeks' gestation) and late preterm (34-36 weeks' gestation) birth may be associated with minor neurodevelopmental problems affecting poor school performance. Purpose: We explored the cognitive function, cognitive visual function, executive function, and behavioral problems at school age in moderate to late preterm infants. Methods: Children aged 7-10 years who were born at 32⁺⁰ to 36⁺⁶ weeks of gestation and admitted to the neonatal intensive care unit from August 2006 to July 2011 at the National Health Insurance Service Ilsan Hospital were included. We excluded children with severe neurologic impairments, congenital malformations, or chromosomal abnormalities. Neuropsychological assessments consisted of 5 neuropsychological tests and 3 questionnaires. Results: A total of 37 children (mean age, 9.1±1.2 years) participated. The mean gestational age at birth was 34.6±7.5 weeks, while the mean birth weight was 2,229.2±472.8 g. The mean full-scale intelligence quotient was 92.89±11.90; 24.3% scored between 70 and 85 (borderline intelligence functioning). An abnormal score was noted for at least one of the variables on the attention deficit hyperactivity disorder diagnostic system for 65% of the children. Scores below borderline function for executive quotient and memory quotient were 32.4% and 24.3%, respectively. Borderline or clinically relevant internalizing problems were noted in 13.5% on the Child Behavior Check List. There were no significant associations between perinatal factors or socioeconomic status and cognitive, visual perception, executive function, or behavior outcomes. Conclusion: Moderate to late preterm infants are at risk of developing borderline intelligence functioning and attention problems at early school age. Cognitive and executive functions that are important for academic performance must be carefully monitored and continuously followed up in moderate to late preterm infants.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.17 no.2
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• pp.1-26
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• 2006

The life of modern society is going to be more scientific and rationalized. According to these trends, our dietary life was also dramatically changed. Family restaurants grew up by 30% every year was became the place of meeting and relaxation from the place of selling and eating. These demands request to improve an atmosphere, a facility and a service in family restaurants. The objective of the present study is to investigate the effect of the gap of service in family restaurant on customer loyalty based on Oliver's gap theory. These results could be contributed to make the strategy of marketing in family restaurants. The purpose of this study in detail is as below. First, it is determined the difference of its expectation and its outcome regarding on the family restaurant service. Second, it is investigated the relationship of the gap of family restaurant with customer satisfaction. The suggestions of the present study are as below. First, it is necessary to get a novel CI strategy to clean the environment of restaurant and to induce the customer desires for young females as a dominant customers. Second, it is need to improve the interior of restaurant and to develop foods for optimal dietary environments. Third, based on the customer loyalty of the present study, customer satisfaction belongs to optimal dietary environment and utilization, whereas the negative gap of service is commercial dietary goods and employee's service. Therefore, the continuous loyalty along with personal satisfaction intends to improve the maximized atmosphere and utilization on use. The main strategy of marketing could be focused on the improvement of commercial dietary goods and utilization for the satisfaction and demands of customers.

• Journal of the Korea Convergence Society
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• v.12 no.10
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• pp.169-175
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• 2021

This study viewed foreign students as a publics that requires active communication, and analyzed the causal relationship between the antecedent variables (professor competency service, university administrative service) and outcome variables (adaptation to university life) of the university-foreign student relationships. As a result, both the professor competency service and the university administrative service were found to have a positive effect on the university-foreign student relationships. Also, the university-foreign student relationships was found to have a positive effect on adaptation to university life. Based on these results, we discussed the need to set the university-foreign student relationship as a major performance indicator and use it as basic data for developing active communication strategies and messages.

• Journal of Distribution Science
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• v.13 no.2
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• pp.63-73
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• 2015

Purpose - Satisfaction with service is evaluated according to customers' subjective judgment. The expected value of customer service and its evaluations depend on the customers' position. The customer recognizes two different forms of service levels. One is satisfaction and the other is dissatisfaction. Customers who are satisfied want to receive the service in future. However, those dissatisfied try to change the service. The service provider tries to improve the service. There are two different service cycles. One is the successful cycle and the other is the failure cycle. This study aimed to empirically determine the effects of the justice and authenticity of service recovery on customer behavioral intention through an integrated approach to cognitive justice and psychological authenticity. Research design, data, and methodology - Based on a literature review, justice of service recovery was categorized into three types: distributive, procedural, and interactive. Then, authenticity was added to obtain four independent variables, along with recovery satisfaction as a parameter. Behavioral intention, as an outcome variable, was divided into the repurchase intention and positive word-of-mouth. The model and hypotheses were created and measurement items were developed. A questionnaire survey of items concerning the service recovery experience at family restaurants was conducted on college students and residents in Gwangju from September 30 to October 31, 2013. A total of 400 copies of the questionnaire were sent out and 385 were returned. Respondents answered questions about the importance of, and satisfaction with service recovery on a 5-point Likert scale. Excluding 174 copies without service failure experiences and 7 inappropriate copies, 204 copies were analyzed using SPSS 21.0 for Windows and AMOS 20.0 to determine the reliability and validity of measurements. The hypotheses were tested through a goodness-of-fit analysis. Results - First, distributive justice positively affected recovery satisfaction. Second, procedural and interactive justice had no impact. Third, authenticity positively affected recovery satisfaction. Fourth, distributive justice had relatively stronger effects on recovery satisfaction than authenticity. Fifth, recovery satisfaction significantly affected repurchase intention and positive word-of-mouth and it proved effective in mediation. Finally, additional analysis was performed for descriptive statistics of the principal variables by various demographic characteristics and significant differences were found in gender, occupation, and so on. Conclusions - This study has academic significance as the fairness and authenticity of service recovery were investigated to reveal the effects on behavior. The findings could be applied to a wide range of service recovery strategies. However, there are some limitations. First, data was collected only from the residents of Gwangju and most respondents were aged 20-30. Future studies should target a wide range of areas and age groups. Second, because the questionnaire used in this study targets only convenience family restaurants, the results of this study cannot be generalized to all services companies. Future research should be done on a wide range of industries such as hotels, airlines, and hospitals, and perform a comparison between sectors.

• Journal of Service Research and Studies
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• v.7 no.3
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• pp.71-91
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• 2017

The purpose of this study is to suggest directions for enhancing competitiveness of corporate management by examining how individual creativity and organizational members' value innovation culture perception affect innovation behavior and knowledge sharing, and how innovation behavior and knowledge sharing affect organizational innovation performance and management outcomes In order to achieve these research objectives, the measurement variables of each variable were extracted through previous research and 423 valid samples were analyzed using SPSS 22.0 statistical package program and LISREL 9.1 to verify a hypothesis. As a result of this study, it was found that the creative thinking skills of the individual creativity, the meaningful tasks of the value innovation culture recognition, and the risk - taking culture have a significant influence on the innovation behavior. Only the meaningful tasks of organizational members' value innovation culture perception affect knowledge sharing. Innovation behavior has a significant effect on knowledge sharing and innovation performance, but not on business outcome. In addition, knowledge sharing has no significant effect on innovation performance but has a significant effect on business performance. Finally, we confirmed that innovation performance has a significant effect on management outcome.

• Korean Educational Research Journal
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• v.37 no.1
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• pp.67-101
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• 2016

The purpose of this study is to explore and propose policy alternatives by examining students' educational experiences at Chungbuk National University (CBNU). Some of the outstanding research findings of the study as follows. Students at CBNU think that they are capable of team-working and utilizing internet while less so with foreign language skill. With regard to academic achievement, students responded that they have seen a relatively low outcome in foreign language competency. In terms of their job placement, CBNU students highly recognize their logical thinking skill, creativity, and activity, whereas lower satisfaction with social service, study abroad, and internship experience. For further development of the survey analysis, this study suggests additional items included to make a sophisticated analysis possible such as scholarship, part-time job, educational outcome. This is expected to allow researchers to tab into the effect of finance of CBNU students. More detailed information on students' characteristics also need to be added; collaborative learning, student faculty interaction, co-work with students from diverse background, etc., which would allow the analysis of the impact of extra-curricula activities.