• 한국시스템다이내믹스연구
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• 제4권1호
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• pp.5-31
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• 2003

Customer satisfaction is generally assumed to be a significant determinant of repeat sales, positive word-of-mouth, and customer loyalty. Therefore most companies in telecommunication industry have tried to satisfy customers with high quality at low price in Korea. Even though these efforts have been tried by companies, customers are not satisfied with discrepancy between their expectation and perceived quality. Moreover, the expectation has dynamic and variable characteristics in results from various effects such n technical progress, improved quality and promotions by companies, word-of-mouth, and so on, Therefore, there are not political leverages in assessing the quality and surveying customer satisfaction index in a point of time. As an initial attempt to tackle the questions listed above, this paper puts an effort to make a dynamic customer satisfaction model to understand customer satisfaction in variable situations by introducing 'systems thinking'.

• 서비스연구
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• 제14권3호
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• pp.153-171
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• 2024

최근 국내대학은 4차 산업혁명과 학령인구의 급속한 감소로 인해 대학 간 경쟁이 더욱 치열해지고 있다. 이로 인해 대학은 공급자 중심 사고에서 수요자 중심 사고로 변화하면서 대학 경쟁력 제고를 위해 대학 서비스품질 향상에 많은 노력을 기울이고 있다. 이렇듯 대학 서비스품질의 중요성이 높아지고 있음에도 불구하고 서비스품질에 관한 연구는 기업 관련 연구가 주를 이루고 있으며 대학 교육환경에서의 서비스품질에 관한 연구는 부족한 실정이다. 따라서 본 연구에서는 대학의 서비스품질, 신뢰, 명성, 재학 행동의도 간의 영향관계를 살펴보고자 한다. 본 연구의 결과는 다음과 같다. 첫째, 대학의 서비스품질 중 유형성, 확신성, 공감성은 대학의 신뢰에 정(+)의 영향을 미치는 것으로 나타났으나, 신뢰성은 대학의 신뢰에 유의한 영향을 미치지 않는 것으로 나타났다. 둘째, 대학의 서비스품질 중 유형성, 신뢰성, 공감성은 대학의 명성에 정(+)의 영향을 미치는 것으로 나타났으나, 확신성은 대학의 명성에 유의한 영향을 미치지 않는 것으로 나타났다. 셋째, 대학의 신뢰는 재학 행동의도에 정(+)의 영향을 미치는 것으로 나타났다. 넷째, 대학의 명성은 재학 행동의도에 정(+)의 영향을 미치는 것으로 나타났다. 위의 연구결과를 통해 본 연구는 대학 서비스품질 향상을 위한 구체적인 방안을 제시하고, 대학 운영에 있어 학생들의 다양한 학습요구와 교육환경의 변화에 대한 차별화된 전략을 수립하고자 한다.

• 품질경영학회지
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• 제44권3호
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• pp.617-638
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• 2016

Purpose: The purpose of this study is to propose useful suggestions by analyzing difference of financial performance between "Excellent Quality Competitiveness Enterprise(EQCE)" awarding companies and all the manufacturing companies during the period 2003-2014 and by testing the moderating effects of performance year. Methods: This paper perform the longitudinal study during the period 2003-2014. The collected data through list of National Quality Award and financial report of CRETOP were analyzed using independent-sample t-test, paired-sample t-test, one way ANOVA and empirical analysis. Results: The results of this study are as follows; EQCE showed higher growth rate than all the companies until 2008, but profitability, stability, and activity are not significantly different between the both. Therefore EQCE have partial influences on growth rate among several financial performance measures until 2008. Since 2009 there are no differences. The effects of EQCE on financial performance are different by the year. Conclusion: EQCE award system was a meaningful promotion method to enhance good financial performance through encouraging quality management for the manufacturing companies until 2008, But since 2009 it is expected to lose its role as a promoting tool for quality management and performance excellence. Therefore new way of thinking for EQCE, as a national quality award system, is necessary; changing awarding system, award criteria, or etc.

• 근관절건강학회지
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• 제25권2호
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• pp.148-156
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• 2018

Purpose: The purposes of this study were to examine health-related quality of life and to identify the mediating effect of resilience on the relationship among uncertainty, distress, and health-related quality of life in lung cancer patients. Methods: A total of 149 lung cancer patients visiting the D hospital in B city completed a questionnaire, including demographic and disease-specific characteristics, uncertainty, distress, resilience, and health-related quality of life. Data were analyzed with descriptive analysis, t-tests, ANOVA, and multiple regression analyses via SPSS 24. Results: Health-related quality of life was $81.00{\pm}21.39$ (range 0~136) in lung cancer patients. In the results of hierarchical regression analyses, the health-related quality of life was associated with education, uncertainty, distress, and resilience. However, there was no mediating effect of resilience on the relationship among uncertainty, distress, and health-related quality of life. Conclusion: Lung cancer patients with high uncertainty and distress and low resilience could experience low health-related quality of life. In order to reduce uncertainty and distress, it is necessary to provide more detailed, systematic information and support, while reinforcing positive thinking.

• 디지털융복합연구
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• 제15권10호
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• pp.429-436
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• 2017

유가공산업 순환생태계 내의 다양한 이해관계자들이 참여한 디자인 사고 기반의 협력적 워크숍(Design Thinking Workshop)은 '창의기제'로서 디자인 작업 방식을 바탕으로 직면 문제에 대한 구성원 간 공감대와 집단지성의 발현, 협업과 소통방식의 전환, 조직의 업무처리에 있어 실천적 프로토타이핑 문화 확산을 독려하는 새로운 문제 혁신 패러다임을 보여준다. '문제에 대한 접근', '문제의 재정의', '경험기반 미래비전 설계'의 3단계로 추진된 이 워크숍은 참여자들 스스로 사료공급업체와 축산농가주 간 사료주문의 정확도, 사료의 정시주문, 사료공급의 비용절감 측면에서 진짜 문제를 재정의 하고 새로운 대안과 확장된 비즈니스 영역을 제시한다. 이 워크숍에서 제안된 결과는 축산사료의 수급율과 품질 향상뿐만 아니라 산업의 직 간접적 이해관계자들에게 문제에 접근하는 방식과 그 해결점을 모색하는 창의적인 사고체계를 제시했다는 점에서 비즈니스 혁신에 있어 디자인 사고의 유용성을 시사한다.

• 한국농촌간호학회지
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• 제13권1호
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• pp.3-19
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• 2018

Purpose: This study was done to identify effects of preparation for death and depression on geriatric quality of life in rural communities and to identify whether preparation for death has a moderating effect on the relationship between depression and geriatric quality of life. Methods: Data from 210 rural elders over 65 years of age were obtained through face-to-face interviews with the elders and were analyzed using SPSS 22.0 program. Results: Quality of life of elders who had prepared for death was lower than for elders who had not prepared for death. Elders with higher psychological preparation for death had a higher quality of life. Ritual preparation for death had negative effects but they were not statistically significant. Psychological preparation for death had a moderating effect on depression and quality of life for elders in the rural community. The explanation power was 36.1% while ritual preparation for death had no moderating effect on either depression or quality of life. Conclusions: It is necessary to provide rural elders with intervention programs designed to improve positive thinking and attitudes to living considering religion in the process. Intervention programs to improve psychological preparation for death are also required to alleviate depression.

• 한국노년학
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• 제39권4호
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• pp.801-824
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• 2019

현 고령화 사회로 치매에 대한 관심이 높아지고 있다. 하지만 치매예방에 대한 국가 차원의 프로그램이 미흡한 실정이다. 치매 예방 프로그램과 보급을 위해, 인지 기능 향상 프로그램을 실시하고 인지 기능 변별력, 구성력, 사고력, 기억력, 집중력으로 나누어 평가하여, 이러한 프로그램이 노인의 인지 기능에 구체적으로 어떤 영향을 미치는지 알아보고자 한다. 실버인지 건강 프로그램을 편성하고, 실험 군과 대조군을 모집해 3개월 동안 프로그램을 실시하고 실험 군과 대조군을 대상으로 MMSE-DS, 노인 우울척도, 인지영역테스트 실시하여 설문조사 방법을 통해 전후를 비교, 분석한다. 연구결과는 다음과 같다. 1. 프로그램 진행 전과 후의 인지 기능, MMSE-DS, 노인 우울척도를 비교한 결과 인지건강프로그램이 인지기능, MMSE-DS 및 노인우울척도 개선에 유의한 효과가 있었다. 2. 인지 기능을 5개 영역으로 나누어 테스트한 결과 기억력, 사고력, 집중력, 변별력, 구성력 순으로 향상되었다. 3. 인지건강 프로그램 실시 후 기억력과 사고력이 가장 많은 변화를 보였는데 뇌의 노화가 기억력과 사고력 부분에 많이 일어나므로, 이에 대한 집중적인 교육이 더 좋은 효과를 가져 올 수 있다.

• 품질경영학회지
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• 제39권1호
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• pp.34-44
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• 2011

In this research, the selection of rail tour items of importance and achievement of service quality will be different 'analysis under the assumption that the relationships between them, were studied. Through this research, managers' subjective judgments of the customer rather than by a judge, ie, the true value to our customers think of the rail service quality for tourism products is crucial to develop the important elements. In addition, market-oriented thinking is to present the basic data of the transition. To summarize the conclusions of this paper is as follows. First, what tourists are seeking, constant research and improvement of tourism services should be looking for ways. Secondly, the focus on service quality aspects of products and the urgent need to identify the side of part "Concentrate Here" and "Possible Overkill" by reducing the effort to improve the efficiency of management is considered to be accelerated. Finally, most point in terms of focus and means of transport for the tourism sector as well as the railway tourism products, using the railway as a tourism product now on tour items should be changed.

• 대한가정학회지
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• 제38권10호
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• pp.199-213
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• 2000

The purpose of this study was to investigate the effect of mother's depression, mother's negative self-acceptance, and father's psychological health perceived by mother, meditated by marital quality, on children's internalizing & externalizing behaviors. On the basis of precious literature, the theoretical model was specified and estimated. Subjects of this study consisted of 285 preschool children's mothers(160 boys and 125 girls aged from 5- to 7-year-old) drawn from fine child-care centers in Chung-ju City. The results were as following: Mother's depression was a statistically significant factor directly influencing on children's internalizing & externalizing behaviors and indirectly influencing on children's internalizing behavior through the marital quality. 2. Mother's negative self-acceptance was a statistically significant factor indirectly influencing on children's internalizing behavior through the marital quality. However, it did not haute any effects on either children's internalizing behavior or externalizing behaviors. 3. Father's psychological health perceived by mother was a statistically significant factor indirectly influencing on children's internalizing behaviors through the marital quality and directly influencing on children's externalizing behaviors. 4 Marital quality was strongly related to children's internalizing behaviors both directly and indirectly, however, it was not statistically associated with children's externalizing behaviors. Therefore, the model showed marital quality can be a mediating variable for children's internalizing behaviors only. The findings of results is to generate more broad-minded thinking about how mother's psychological factors, marital quality, and children's internalizing behaviors are interrelated.

• 품질경영학회지
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• 제36권2호
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• pp.67-84
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• 2008

Given the industry's unprecedented attention and dedication of resources to voice recognition, this paper introduces and explores a novel idea generation technique whereby ideas are captured directly through verbalization rather than forcing group members to type ideas. A group simulator was used to measure the idea generation performance of individuals who input ideas verbally or via typing in the context of nominal and interacting groups. The results clearly indicate that verbal input represents a more desirable mechanism in a computer-mediated idea generation environment. Liberating group members from the keyboard produces remarkable performance gains. Verbalizing ideas helps individuals focus on analytical thinking and leverage group member ideas, ultimately facilitating the creation of ideas pools that are vastly superior in terms of quantity and quality. These effects were found across nominal and interacting groups. The implications of these results for future research and the design of technologies are discussed.