• The Korean Journal of Franchise Management
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• 제9권3호
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• pp.45-55
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• 2018

Purpose - Non-verbal Communication with customers in restaurant business can play an important role because it affects customer behavior and attitudes as a means to develop and maintain long-term relationships with customers. The purpose of this study is to analyze the effect of non-verbal communication with customers and the effect of the influence on customer satisfaction, trust, and revisit intention. Research design, data, methodology - In order to verify the research models and hypotheses of this study, questions were prepared for each variable and data were collected through questionnaires. The questionnaire survey was conducted from March 27, 2018 to April 17, 2018, for those who agreed with the citizens of the Jeju area who visited the restaurant recently. 50 out of 100 were conducted by internet survey and 50 were surveyed. Thus, a total of 100 responses were used using structural equation modeling with Smartpls 3.0. Results - The results of the study are as follows. First, non-verbal communication has a significant impact on customer emotion. Second customer emotion have a significant impact on customer trust and satisfaction. Third, Customer satisfaction had positive a significant effect on revisit intention. Fourth, Customer trust had positive a significant effect on revisit intention. Conclusions - The implications of this study are following as: The food service company should continuously provide non-verbal communication training to employees so that they can respond to customers with the right attitude and bright smile. In particular, in the case of restaurant franchises, customer response manuals should be created and distributed to the franchisees, and a regular training program for the franchisees should be implemented to provide the same service to the customer. Second, CEOs should have to worry about what kind of experience he or she has left since leaving the store. It is also necessary to constantly look at what customers experience in their stores or in their brands, and what emotions they form through their experiences. Third, the more satisfied or trusted customers are formed through the service of the employee, the more loyal the restaurant business will be, and the more likely it is to make continuous revisit and positive word-of-mouth activities..

• Korean Journal of Culture and Social Issue
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• 제12권2호
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• pp.101-114
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• 2006

This study was examined the effective nonverbal behavior cues of detecting suspects' lies in the investigation scene. In order to search the suspects who drank the alcohol liquor without a permission, 18 soldiers were interviewed. 8 solders had drunken alcohol and had lied when was asked(lie group). The other 10 soldiers hadn't drunken alcohol and had told the truth(truth group). The mean frequencies of nonverbal behaviors were compared lie group with truth group. The following behaviors were measured by frequency: vocal characteristics (high pitch of voice, speech hesitations, speech error, frequency of pauses, period of pauses, latency period), facial characteristics (gaze, smile, touching face, blinking, facial micro-expression), body movement (illustrators, hand and finger movement, leg and foot movement, head movement, trunk movement, shifting position). As results, this study found that deception cues were periods and frequencies of pause, micro-expression, head movements. The lie group had less periods and frequencies of pause, and more micro-expression, head movements than truth group. But, this study didn't found Othello's error cues.

• Journal of Dental Rehabilitation and Applied Science
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• 제39권4호
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• pp.237-249
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• 2023

Orofacial dystonia is a neuromotor disorder that causes irregular or repetitive movements of the face, lips, tongue, and jaw involuntarily, also called tic disorder. Edentulous patients with these symptoms experience functional and aesthetic problems, including difficulty using complete dentures, speech and swallowing difficulties, and orofacial pain. In this case, for a patient with orofacial dystonia who experienced complete edentulism at a relatively young age, restorative treatment was performed with a maxillary complete denture with bilateral posterior zirconia occlusal surfaces and a mandibular implant-supported fixed prosthesis, and continuous smile training was performed. The aim was to improve the aesthetics of facial muscles. As a result of the treatment, the patient was very satisfied with not only improved chewing function and aesthetics, but also regained psychological stability and was able to lead a normal daily life, so we would like to report this.

• The Journal of Korean Academy of Sensory Integration
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• 제21권3호
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• pp.54-64
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• 2023

Objective : This study aims to ascertain the effect of oral activity and sensory integration therapy on drool and play using oral toys in children with developmental delays. Methods : The participants of the study were two children (2 years and 8 months) experiencing developmental delays with sensory modulation problems in their oral sensory faculties. The research design was multi-baseline design cross-subjects among single-subject research ABA. Target behaviors were measured by drooling and interest and concentration in play using oral toys through the Goal Attachment Scale (GAS). In the 10 sessions that the children underwent during the intervention period (B), oral activity and proprioception-vestibular sensory integration therapy were applied. Results : The GAS of drooling improved from 0.25 for child A and -0.5 for child B during the baseline to 1.88 for child A and 1.4 for child B during the intervention period. The follow-up was 3 for both child A and child B. Meanwhile, the GAS of play during the baseline was -0.75 for child A and 0.75 for child B, and 1.9 for child A and 1.1 for child B during the intervention period. The follow-up was 1.33 for child A and 2 for child B. Conclusion : Oral activity and proprioceptive-vestibular sensory integration therapy are effective in drooling and playing with oral toys in children with sensory modulation problems in their oral sensory faculties.

• Journal of Distribution Science
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• 제9권4호
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• pp.75-82
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• 2011

Along with economic development, the service industry is growing as days go by. Therefore, companies should maximize customer satisfaction through continuous changes by providing services which are suitable for customer needs. The general service industry has a decisive effect on the rate of growth and profitability of a superior business. Therefore, many companies try to provide the best customer service to increase profitability. Because service to a customer is delivered through interactions with the employee, the employee's attitude has a strong influence on the customer's satisfaction level. For these, most service industries are required to provide new types of labor. It is often referred to 'Emotional Labor', and that is different from physical and mental labor. Service providers always provide a service for the customers with a smile, even though they conceal their emotions. The Purpose of this study is to identify theologically the fact of that Sales Workers at Department Stores emotional labor, according to the economization of service, has become to decide the predominance of competition among companies and represents the quality of service ; to confirm that their emotion management is a crucial part of the work; to identify the correlation among job stress and job satisfaction which are experienced in the process of performing display rules required by organization. To practice them, this study deals with the theological consideration of the emotional labor, job stress and job satisfaction. This study proceeded to evaluate how the emotional labor of sales workers at department stores effected on their job stress and satisfaction. The result of this study will be summarized below. First of all, the frequency of emotional display and attentiveness required to display emotions both have a similar effect on the level of job stress. In the case of the emotional dissonance, there isn't a great amount of proof that it effects the job stress. That shows us that the aspect of the latter, they express the feelings on their daily lives less than the former by the public awareness and gaze. so, once they could accept the latter, the effect on the job stress would be vanished. Second, a study was performed to figure out the effect of emotional labor on job stress. As a result, none of them make negative effects on the job satisfaction but the attentiveness to required display rules even have positive effects on it. that means the emotional labor has an indirect effect on the job satisfaction through some intermediation stuff. Third, the role conflict of job stress factors has a negative effect on job satisfaction, Although role ambiguity has a negative effect on that as well, I couldn't find appropriate proof for that. As far as I figured out, job stress can only increase job dissatisfaction. In other hands, the sales workers would have tendencies to have more motivation to work hard rather than reveal their job stress and complain about work. Finally, emotional laborers always work close to job stress. This can maximize service for the customers, but it increases stress of the laborers providing services at the same time. Then, they can not provide high quality service. It is no doubt that we need to begin managing it systematically. In conclusion, the work satisfaction of the sales workers is connected to the service quality for the customers directly.

• Journal of Korean Academy of Nursing Administration
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• 제4권1호
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• pp.247-275
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• 1998

The purpose of this study was to offer the results of content analysis and qualitative study that explored the perceptions about quality nursing care of patients and families as consumers and to identify the implications of this study for quality nursing care management and research. The data was collected from 12 adult patients and 9 families who were admmitted at medical and surgical nursing unit of one university hospital in Seoul from October, 1996 to January, 1997. Research participants were asked to response "what do you think quality nursing care?" and similar questions during the interviews was performed. Data were analyzed using open coding and content analysis with frequencies and percents of attributes of quality nursing care. Attributes of quality nursing care and meaning of quality nursing care that patients and families perceived were explored. 1. The attributes of quality nursing care that patient and families perceived were categorized into 56 attributes. The highest response rate among the attributes was 'one's heart at ease' (76.2%), and the next high response rates were ranked in order 'consideration' , 'care about' (each 61.9% 'expert skill' (57.1%), 'deal with problem promptly' , 'information offer' (42.9%), 'intimate feeling' (38.1%), 'smile' 'service spirit' , 'do one's best' (each 33.3%), 'frequent visit' (23.8%), 'observe the time' (23.8%), 'direct nursing care' , 'speaking warmly' , give a hope' , 'address kindly' , 'a sense of duty' , 'good facilities' (each 19.0%), 'inquire after a patient health' , 'patient-centered nursing care' , 'showing an example' , 'professional knowledge' , 'careless moraly patient' , 'give encourage to patients' , 'good answer a question' (each 14.3%), 'do not imprudently' , 'do not disregard' , 'broad knowledge' , 'emergency treatment skill' , 'dependability' ,'consolation' giving a sense of security' , 'a self sacrificing spirit' , 'a sense of responsibility' 'hard - working', 'enough disposition of nursing staff (each 9.5%), 'improve patient's pride' and the rest attributes exhibited 4.7%, respectively. 2. The attributes that were identified in patients' data only were 8 categories, 'service sprit' (58.3 %) 'expert knowledge' , 'good answer a question' (each 25.0%), 'hard working' (16.7%), 'a warm character', 'professional attainments', 'do without reserve', 'satisfaction' (each 8.3%), 3. The attributes were identified to families' data only were 31 categories, 'speaking warmly' , 'direct nursing care', 'adress kindly', 'patientcentered nursing care', 'showing an example' (each 33.3%). 'do not imprudently' , 'do not disregard' , 'consolation', 'giving a sense of security', 'broad knowledge' , 'emergency treatment skill', 'dependability' ,'a self - sacrificing spirit', 'a sense of responsibility' (each 22.2%), 'improve patient's pride' , 'without discrimination' , 'show kindness' , 'individual nursing care', 'being with patient' , 'helping' , 'accuracy' , 'without any mistake' , 'love' , 'self - confidence', 'self possession', 'a self - denying spirit' , 'a sense of duty' , 'tighten discipline' , 'disposed room with similar patient to diagnosis', 'compensatory relationship between me dical team' , 'role of connection' (each 11.1 %). 4. The attributes of quality nursing care were integrated into 11 categories that they were 'patientcentered nursing care' (25.1%), 'expertise' (22.1%), 'caring'(18.1%), 'kindness'(11.1%L 'nurse attainments(10.1%), 'sincerity' (7.5%), 'good environment' (2.0%), 'effective organizational management', 'coordination', 'enough nursing staff' ( each 1.0%), 'satisfaction' (0.5%) were showed in the order of the highest rate. 5. The concept of quality nursing care were defined as 'give a satisfaction to patients by patientcentered care based on professional skill and caring with kindness and sincerity'. The description of the meaning of quality nursing care provided by this research participants, patients and families can provide important information for quality nursing care management, medical marketing, education and researches of this field. On the basis of the above findings the following recommendations are made: to suggest to utilize this results for patient care in practice setting, development of quality assessment tool in nursing care, repeat study by the same subjects and method, and to a comparative study by the same method to nurse.

• The Korean Nurse
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• 제29권3호
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• pp.64-78
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• 1990

The purpose of this study was to measure the degree of gravidas' knowledge of infant care activity, and to identify the factors influencing the difference of gravidas' knowledge. The subjects of this study consisted of 159 gravida visited 2 general hospitals, 2 OB/GY clinics and 2 midwives' clinics in J city for anenatal care. The data were collected from December 1 to 30, J.989. The instrument used for this study was true false type question which was developed by investigator through literature review. Data were analyzed by percentage, mean, t-test and ANOVA on significant difference with SPSS program. The results of this study were, summarized as follow: 1) The degree of gravidas' knowledge of infant care activity was 36.75, the degree of gravidas' know ledge of physical care activicy was 16.70, and the degree of gravidas' knowledge of psychosocial care activity was 20.00. 2) Among the physical care activity knowledge items, the diaper should be changed whenever it is soiled, $\lceil$shortly after feeding is over, bathing is bad$\rfloor$, $\lceil$gently patted or stroked on the back when bubbling$\rfloor$, $\lceil$10 minutes time in bathing is appropriate$\rfloor$, $\lceil$infant is crying whenever he is hungry per 3-4 hours$\rfloor$, and "room humidity controled 60 percent, more or less> were over a' percentage of 80 of right answer. Among the physical care, accivity knowledge items. $\lceil$a reason for burping was the air' he has swallowed will rise to the top of his stomach and be eructated$\rfloor$, $\lceil$burping is advisable after the feeding$\rfloor$, $\lceil$dressing of umbilical area is not necessary$\rfloor$, $\lceil$the thermometer should not be boiled for disinfection$\rfloor$, $\lceil$it is important chat the infant grasp the whole nipple within his mouth$\rfloor$, $\lceil$using alcohol sponge is bad whenever diaper is soiled", and $\lceil$when temperature is taken by the rectal method, infant legs shoud be grasped firmly_! were less than a percentage of 60 of right answer. 3) Among the psychosocial care activity knowledge items, $\lceil$it is nice, mother smile at bady frequently$\rfloor$, $\lceil$it is nice, mother praise a bady frequently$\rfloor$, $\lceil$it is nice, mother express bady's behavior$\rfloor$, $\lceil$talk frequently to the bady, the bady :should not be disturbed while feeding$\rfloor$, $\lceil$it is nice, mother see a baby face to face , $\lceil$it is nice, mother concentrate one's attention on her baby while playing$\rfloor$, $\lceil$it is nice, mother pat one's baby while he is feeding$\rfloor$, $\lceil$it is advisable, the baby is allowed to touch mother's breast while he is feeding$\rfloor$, $\lceil$it is advisable to stop feeding, if the baby protrudes one's tongue or cries while feeding$\rfloor$, $\lceil$baby is able to hear, see and smell$\rfloor$, $\lceil$it is nice, mother Concentrate one's attention on her baby while feeding$\rfloor$, and $\lceil$it is not advisable for mother to scold baby while he is crying out> were over a percentage of 80 of right answer. Among the psychosocial care activity knowledge items, $\lceil$Using' baby talks is bad when mother talks to baby> and $\lceil$it is nice, mother soothes the baby as soon as possible when he is crying I were less than a percentage of 60 of right answer. 4) There was statistically significant relationship between the degree of gravidas' knowledge of infant care activity and the demographic variables of gravida such as the age(p<0.01) and education level(p<0.01). From these results, it may be concluded that gravidas' knowledge of infant care activity is moderate level, and gravidas' knowledge of psychosocial care activity is greater than that of physical care activity. Also prenatal nursing educations should focus on subjects who have lower percentage of right answer in infant care activity knowledge items.dge items.

• Korean Journal of Optics and Photonics
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• 제28권3호
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• pp.108-115
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• 2017

We report the assembly procedure and performance evaluation of a visible and near-infrared spectrometer in the wavelength region of 400-900 nm, which is later to be combined with fore-optics (a telescope) to form a f/2.5 imaging spectrometer with a field of view of ${\pm}7.68^{\circ}$. The detector at the final image plane is a $640{\times}480$ charge-coupled device with a $24{\mu}m$ pixel size. The spectrometer is in an Offner relay configuration consisting of two concentric, spherical mirrors, the secondary of which is replaced by a convex grating mirror. A double-pass test method with an interferometer is often applied in the assembly process of precision optics, but was excluded from our study due to a large residual wavefront error (WFE) in optical design of 210 nm ($0.35{\lambda}$ at 600 nm) root-mean-square (RMS). This results in a single-path test method with a Shack-Hartmann sensor. The final assembly was tested to have a RMS WFE increase of less than 90 nm over the entire field of view, a keystone of 0.08 pixels, a smile of 1.13 pixels and a spectral resolution of 4.32 nm. During the procedure, we confirmed the validity of using a Shack-Hartmann wavefront sensor to monitor alignment in the assembly of an Offner-like spectrometer.

• Korean Journal of Psychosomatic Medicine
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• 제24권2호
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• pp.208-216
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• 2016

Objectives : According to the recent Korean National Police Agency report, rape victims were 17.1%, but sexual molestation victims were more than the rape victims by 78.0%. Despite many international reports about the occurrence of severe psychiatric symptoms in sexual molestation victims, there is no domestic research. Therefore in this study, we investigated psychiatric symptoms of sexual molestation victims, and we also compared it with psychiatric symptoms in rape victims. Methods : 58 women who visited Busan Smile Center within 3months after sexual violence were the study subjects. Questionnaire about sociodemographic and sexual violence related characteristics were retrospectively investigated. Of the psychiatric symptoms, Beck Depression Inventory(BDI), Beck Anxiety Inventory(BAI) for severity of depression and anxiety, and Impact of Event Scale-Revised(IES-R) to check the presence of posttraumatic stress disorder(PTSD) symptoms were used. Results : Of 58 sexual violence victims, sexual molestation victims were 36(62.1%) and rape victims were 22(37.9%). In sexual molestation victims, 80.6% had more than moderate severity of depression, 83.3% had more than moderate severity of anxiety, and 94.4% had significant scores at PTSD screening test. Compared with rape victims' psychiatric symptoms(each 95.5%, 95.5%, 95.5%) there were no significant difference. Conclusions : The majority of sexual molestation victims were also accompanied by depression, anxiety and PTSD symptoms as rape victims. There results suggest that appropriate assessment and early treatment for psychiatric symptom must be made in the early stage of injury in sexual molestation victims.