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The Relationships among the Service Education Satisfaction, Service Involvement, and Customer Orientation of Hospital Employees (의료기관 종사자의 고객접점 (MOT)서비스교육만족도, 고객지향성 및 서비스몰입 간의 관계)

  • Lee, Seung-Hee;Choi, Yeon-Hee
    • Korean Journal of Occupational Health Nursing
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    • v.20 no.3
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    • pp.337-345
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    • 2011
  • Purpose: This study was conducted to evaluate the relationships among the service education satisfaction, service involvement, and customer orientation of hospital employees after yearly-planned MOT service education. Methods: The data collection was done through the questionnaire survey in a university hospital located in D city from March 15 to 31, 2010. The statistical analysis was done by SPSS/WIN 18.0 program. Results: The enrolled employees were two hundred and seventy six. Among the characteristics of employees, adequate work load, good payment, reasonable promotion system, suitability of work aptitude and good relationships with staff improved the service education satisfaction, customer orientation, and service involvement of hospital employees. For the customer orientation, old age and lower educational background were positive factors. The correlations among the service education satisfaction, customer orientation, and service involvement of hospital employees were significant. The factors that affect customer orientation and service involvement were found to be age, suitability of work aptitude and service education satisfaction. Conclusion: In conclusion, customer orientation and service involvement were related with the satisfaction of employees for working condition and service education. In terms of good medical service quality, plans for maintaining adequate working environment and systematic service education should be established.

Why Is Stress Management Important? The Effects of Employees' Job Stress and Burnout on Counterproductive Work Behavior in a Deluxe Hotel: Moderating Effects of Employees' Regulatory Focuses (스트레스 관리가 왜 중요할까? 특급 호텔 종사원의 직무스트레스가 소진 및 반생산적행동에 미치는 영향: 종사원 조절초점의 조절효과를 중심으로)

  • Jung, Hyo-Sun;Yoon, Hye-Hyun
    • Culinary science and hospitality research
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    • v.19 no.2
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    • pp.111-129
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    • 2013
  • The purpose of this study is to understand the interrelationships among hotel employees' perception of job stress, burnout and counterproductive work behavior in a deluxe hotel. A total of 362 employees working for deluxe hotels in Korea participated. The results showed a positive relationship between employees' perceptions of job stress and burnout. Participants who reported a high level of burnout were more likely to manifest counterproductive work behavior. In addition, employees' prevention focus showed that moderating effects in the causal relationships between employees' burnout and counterproductive work behavior. Limitations and future research directions are also discussed.

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Social Intelligence (SI) and Emotional Intelligence (EI) as Predictors of Job Engagement and Organizational Commitment in Deluxe Hotel (특급 호텔 종사원의 사회지능과 감성지능이 직무열의 및 조직몰입에 미치는 영향)

  • Jung, Hyo Sun;Yoon, Hye Hyun
    • Culinary science and hospitality research
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    • v.21 no.1
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    • pp.58-76
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    • 2015
  • This study explores the influence of social intelligence (SI) and emotional intelligence (EI) on employees' job engagement and organizational commitment in deluxe (five-star) hotels in Korea, and seeks to analyze the mediating effects of employees' job engagement on the relationship between SI, EI, and employees' commitment. The sample for the survey was collected from 419 F & B employees. The results of structural equation modeling show that employees' SI had a positive effect on job engagement and organizational commitment. EI also had a positive effect on job engagement but not on organizational commitment. In addition, the findings demonstrate that employees' job engagement mediated the effect of EI on organizational commitment. SI and EI are crucial requirements among hotel employees who depend on cooperation between colleagues.

An Empirical Study on the Word-of-mouth Marketing Effect by Managing Student Employees in University Libraries (대학도서관의 근로운영방식에 따른 근로학생 구전(口傳)마케팅 효과의 실증적 연구)

  • Choi, Yoonhee;Kim, Giyeong
    • Journal of the Korean Society for Library and Information Science
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    • v.48 no.3
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    • pp.217-235
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    • 2014
  • As a follow-up of the study on the marketing effect of undergraduates' work experience in university libraries(Choi 2012), this study aims to identify differences in the library loyalty of student employees by the managerial characteristics of student employees and analyzes the loyalty of the acquaintances of the student employees to identify the word-of-mouth marketing effect by behavioral loyalty of student employees. Based on the results from the analyses, we discuss the possibility of the management of student employees as a marketing activities in university libraries to the whole undergraduate student.

A Study on the Necessity and Development of Nutritional Consultation during Medical Examination of Employees and of Worksite Nutrition Programs (근로자의 건강검진 과정중의 영양상담 실시와 영양교육 프로그램 활용방안에 관한 연구 ( I ))

  • Jo, Yeo-Won;Hong, Ju-Yeong;Lee, Hye-Won;Lee, Seung-Rim
    • Journal of the Korean Dietetic Association
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    • v.2 no.1
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    • pp.20-28
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    • 1996
  • In Korea, nutritional services have not been included in the periodic medical examinations for employees. Naturally, the practice of individual dietary treatment, or nutrition education, has not yet been implemented, specifically for employees who are expected to encounter health problems. This study was designed to evaluate the necessity and development of nutritional consultations during medical examinations of employees and of worksite nutrition programs. One hundred and five employees from three companies were chosen as subjects for this study. As a result, the average intake of nutrients were found to be sufficient for male employees but female employees were found to be deficient in their intake of total calories, calcium, iron, vitamins A and $B_2$. Also, most of employees did not recognize their own blood cholesterol levels, blood pressure, or blood sugar level. Many employees thought that they needed nutritional consultation during periodic medical examinations and during worksite nutrition programs that also include programs for the whole family. According to the results, clinics for weight control were urgently demanded among several nutrition programs. It should be noted that weight problems, high blood cholesterol levels, diabetes, and other health problems were frequently found in companies whose employees had relatively minimal knowledge about nutrition information. In an effort to prevent disease, the worksite nutrition programs and other nutritional services for employees are critical. This study, therefore, suggests to include nutritional services in medical examinations and to develop efficient worksite nutrition programs.

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The Influence of Wage Satisfaction and Personnel Management Policy on the Hotel Employees' Organizational Commitment and Job Satisfaction (호텔 종사원의 임금 만족 및 인사 공정성이 직무 만족과 조직 몰입에 미치는 영향)

  • Ahn, Seh-Kil
    • Culinary science and hospitality research
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    • v.13 no.4
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    • pp.151-163
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    • 2007
  • The purpose of this study is to find out the influence of wage satisfaction and personnel management policy on hotel employees 'organizational commitment and job satisfaction in Korean hotels. In the standpoint of management, almost all hotels seek to meet their employees' satisfaction whether they try to or not. The survey was performed on hotel employees in Seoul and 231 sheets are returned out of 300 sheets. This study use SPSS for WIN 12.0 and AMOS 4.0 to analyze the hypotheses. There are several prerequisites for employees' job satisfaction according to researches and theories. The main factors for employees' job satis-faction are drawn by the prior researches on wage satisfaction and personnel management policy. Then job satisfaction and organizational commitment are extracted to study how the two factors are affected. As a result, the satisfaction with wages affects job satisfaction not significantly. Followed by the results, the effects of the organizational commitment on the job satisfaction and the job satisfaction on personnel management policy were shown significantly. Based on the results, this study will give a suggestion that to get the organizational commitment from employees through job satisfaction, hotels should apply fair personnel management policy to their employees.

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The Working Conditions and Job Satisfaction of the School Cafeteria Employees according to their Employment Type in Chonbuk, South Korea (전북지역 학교급식소 조리종사원의 고용형태에 따른 근무환경 및 직업만족도 연구)

  • Rho, Jeong-Ok;Choi, Sun-A
    • Korean Journal of Human Ecology
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    • v.19 no.4
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    • pp.733-744
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    • 2010
  • This study investigated the working conditions and job satisfaction of school cafeteria, according to their employment type in Chonbuk, South Korea. Self-administered questionnaires were collected from 401 elementary, middle, and high school cafeteria employees. The data showed significant differences between regular and irregular employees. These factors were: previous work experience (p<.001), type of school (p<.001), the style of foodservice at a school (p<.001), the type of foodservice system (p<.05), and the number of meals served each day (p<.001). The working conditions for regular and irregular employees were significantly different with regard to several factors: these were union membership (p<.01), how they were paid (p<.05), their total working hours (p<.01), and difficulty of using their holidays (p<.01). Approximately 80.5% of the subjects were dissatisfied with the working conditions after the introduction of countermeasures for irregular employees. Results indicated that the average employee job satisfaction level was 2.53, but that there were not significant difference in the level of job satisfaction when comparing regular and irregular employees. The item employees were most satisfied with was having responsibility over meals for young students (3.37). They were least satisfied with their salary (2.00). An interesting issue for future study would be to determine the factors that could improve job satisfaction whilst satisfying the employees' needs which in turn would improve the quality of foodservice.

Sanitary Management Performance and Knowledge of Employees in Hospital Food Service (병원급식 조리종사자들의 위생관리 수행도 및 위생지식에 대한 분석)

  • Kim, Sun-Ok;Oh, Myung-Suk
    • Journal of the Korean Home Economics Association
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    • v.43 no.11
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    • pp.127-140
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    • 2005
  • Sanitary management performance and knowledge of employees in hospital food service was evaluated by survey questionnaire to improve their sanitary management performance, analyse the weak points of sanitary management, and determine more practical and efficient alternatives of sanitation education. For this study, we selected 6 dieticians and 250 employees working in the six general hospitals larger than 400 beds in Gyeonggi and Incheon area. The questionnaire consisted of three parts: general subjects in the nutrition division of hospitals, sanitation education of dieticians, and sanitary management performance and knowledge of employees. The average ratio of HACCP related equipment and facilities of the target hospitals was relatively high at $86.5\%$. The number of sanitation education was 1.99 times/month by regular schedule and 6.47 times/month by occasional schedule. The average dietician's inspection time of cooking was 178.77 minutes/day. The average point of sanitary management performance was 4.62/5.0, showing a relatively high grade. In each region of sanitary management performance, food treatment sanitation was marked with the highest point, at 4.85, fellowed by cleaning and sterilizing sanitation at 4.65, personnel sanitation at 4.61 point and device and utensil sanitation was ranked with the lowest point at 4.53. Sanitary management performance was affected by the number of occasional education which was highest at 6-10times/month. The mean score of sanitary knowledge was 11.17/15.0. The assigned position, type of employment, status, working career and number of occasional education affected the mean score of sanitary knowledge of employees significantly. Sanitary knowledge of employees was highest in the case that occasional education was peformed at 6-10 times/month. There was no correlation between the sanitary management performance and sanitary knowledge of employees. In contrast, there were correlations between sanitary management performance and dietician's inspection time of cooking and number of employees.

The Effect of Specialty Hospital CEO Leadership Style on Hospital Organizational Effectiveness and Customer Orientation (전문병원 병원장의 리더십이 조직유효성과 고객지향성에 미치는 영향)

  • Lee, Cheol-Woo;Lee, Jae-Hee
    • Korea Journal of Hospital Management
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    • v.20 no.4
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    • pp.31-49
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    • 2015
  • The purpose of this study is to propose an effective leadership in the hospital management by analyzing the relationship of the effect of the specialty hospital CEO's leadership on the employees' organizational effectiveness as well as the customer orientation, and the mediation effects of the organizational effectiveness on the relation between hospital CEO's leadership and the customer orientation. The questionnaires of the survey targeting the 99 specialty hospitals were collected that 786 copies of them were utilized in analysis. The major outcomes of the research can be summarized as follows. Firstly, transformational leadership of specialty hospital CEO generally has the greater impact on the employees' job satisfaction, organizational commitment and turnover intention than his transactional leadership. Secondly, the most important sub-variable of specialty hospital CEO leadership affecting the organizational effectiveness of the employees are charisma of transformational leadership and contingent reward of transactional leadership. Thirdly, the sub-variable of specialty hospital CEO leadership which has the greatest impact on customer orientation of employees is the active management-by-exception of transactional leadership. Fourthly, the sub-variables in the organizational effectiveness such as job satisfaction, organizational commitment and the turnover intention of hospital employees play mostly the partial mediation role between the customer orientation of employees and the leadership of a specialty hospital CEO. This means that the more the organizational effectiveness of specialty hospital employees improves, the more the customer orientation does. Thus, specialty hospital CEOs need to pay attention to the sub-variables in organizational effectiveness so as to improve the customer orientation of the employees. To explore further the nature of the effect of hospital leadership in the future, apart form the variables of the organization effectiveness used in this study to improve the customer orientation of employees through the leadership of the specialty hospital CEO, the research to identify other factors which have greater influence and explanatory power will be needed.

A Study on the Effects of IT Utilization Level and Social Capital on Knowledge Management, Management Performance: Focusing on Incheon International Airport (정보기술 활용수준, 사회적 자본이 지식경영과 조직성과에 미치는 영향분석: 인천국제공항 사례를 중심으로)

  • Sim, Yoon-Tae;Park, Sang-Beom
    • The Journal of Industrial Distribution & Business
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    • v.9 no.11
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    • pp.77-91
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    • 2018
  • Purpose - In this research, we investigate the relationship between the level of information technology utilization, social capital and knowledge management, organization performance. For information and knowledge management, participants' certain level of information technology utilization is required and connections among participants are necessary for performing and for synergy effects. Research design, data, and methodology - Reflecting on these, we empirically analyze the effects of participant's information technology utilization level and social capital on knowledge management and organization achievement for the case of Incheon International Airport. Questionnaire is distributed to the airport employees and collected 221 samples for analyzing. SPSS and AMOS statistic programs are used for analysis. Factor analysis, Credibility adaptability, path analysis, hypotheses are verified. Results - The study research shows as follow. First, the level of IT utilization does affect social capital but does not affect knowledge management. Second, social capital affects both knowledge management and organization achievement. To investigate more about the relationship between the level of IT utilization and knowledge management, we analyzed the control effects of personal characteristics, and findings are, first, employees with longer time service recognize the importance that the level of IT use and knowledge management affect organization achievement more seriously than employees with shorter time service do. Second, employees with shorter time service and younger employees have relatively lesser social capital and participate in knowledge management passively. Third, higher position employees think that the level of IT utilization affects knowledge management while lower position employees do not. Conclusions - The level of IT utilization affects social capital, and social capital affects knowledge management and organization achievement. These results suggest that the level of IT utilization is very important to both organization and each employee. So providing related training and education opportunities or incentives to induce employees to make efforts for higher level of IT utilization and thus to participate in knowledge management more actively is necessary. The level of IT utilization affects social capital which airport employees lack. The one of study results indicates the importance of social capital and for higher competitiveness of the airport social capital should be increased.