• Journal of Global Scholars of Marketing Science
• /
• v.17 no.4
• /
• pp.1-22
• /
• 2007

Customer satisfaction is important in an increasingly competitive and global marketplace. This implies that customer service is a critical factor for many organizations. In service encounter context, customer satisfaction is affected by employees' attitudes and behaviors. Accordingly, service firms have been focusing on selecting high quality of service employees, which resulted the ability to identify and select quality service- or customer- oriented employees to become critical for an organization's success. It was suggested that customer service orientation links to performance and subsequent organizational revenue. Moreover, it was found that service encounter failures were among the major reasons for customers' service switch. Therefore, the selection of customer service oriented employees is a key factor in establishing customer service - a potential source of sustained competitive advantage. However, the measurement of employee service orientation is more confusing than that of definitive answers. The difficulty of measuring service orientation is attributed to the use of broad versus narrow measures of personality. Advocates for the broad perspective prefer using basic personality constructs, such as the Big Five personality traits. On the contrary, the latter prefer a construct-oriented approach of personality research that provides a better measure of job performance because it requires the specification of the relationship of the personality traits with multiple dimensions of job performance. The customer service orientation was defined as "a set of basic individual predispositions and an inclination to provide service, to be courteous and to be helpful in dealing with customers and associates." Similarly, it is a fact that the Big five personality traits are predictors of customer orientation, and employee's self- and supervisor performance. They propose that basic personality traits may be too far removed from focal service behaviors to be able to predict specific service behaviors (customer orientation) and service worker performance. Also, customer orientation is defined as "an employee's tendency or predisposition to meet customer needs in an on-the-job context." This means that people who have job-relevant personality traits such as concern, empathy, and conscientiousness will be more adept at customer service than people who do not possess these traits. However, little attention has been given to the exploration of the service orientation of customer-contact employees who play a key role in creating satisfactory service encounters in the hospitality industry except for Kim, McCahon, & Miller (2003)'s study, especially in family restaurants context. Thus, the purposes of this study are to examine and validate the customer service orientation of customer-contact employees using the instrument developed by Donavan (1999) in Korean family restaurants, because the scale was developed to measure the personality traits related job behaviors. And this study explores the relationships between customer service orientation, job satisfaction, organizational commitment, and self service performance using structural equation modeling (SEM). And this study explores the relationships between customer service orientation, job satisfaction, organizational commitment, and self service performance using structural equation modeling (SEM). For these purposes the author developed several hypotheses as follows: H1: Employee's service orientation is associated with service performance. H2: Employee's service orientation is positively associated with job satisfaction. H3: Employee's service orientation is positively associated with organizational commitment. H4: Service performance is positively associated with job satisfaction. H5: Service performance is positively associated with organizational commitment. H6: Job satisfaction is negatively associated with organizational commitment. The data were collected from 278 employees in 5 deluxe hotels located in Pusan, Korea. The researcher contacted the manager of the restaurants, and managers consented to administer surveys to their employees. The survey was executed during one month period in the October of 2007. The data were analyzed with structural equation modeling with LISREL 8.7 W. The result of the overall model analysis appeared as follows: $X^2$=122.638 (p = 0.00), df=59, GFI=.936, AGFI=.901, NFI=.948, CFI=.971, RMSEA=.0625. Since the result of the overall model analysis demonstrated a good fit, we could further analyze our data. The findings can be summarized as follows: First, the greater the employee service orientation, the greater the service performance. Second, the greater the employee service orientation, the greater the job satisfaction. Third, the greater the employee service orientation, the greater the organizational commitment. Fourth, the greater the service performance, the greater the job satisfaction. Fifth, the greater the service performance, the greater the organizational commitment. Finally, the greater the job satisfaction, the greater the organizational commitment. Seventh, the greater the customer satisfaction, the greater the customer loyalty.

• Progress in Medical Physics
• /
• v.24 no.2
• /
• pp.119-126
• /
• 2013

Due to the introduction of CR and DR, it has been neglected the use of the X-ray beam collimator and field size. This study examines nationwide survey of the proper use of collimator and field size by area in a specific field of plain radiography and the current status. Authors emphasized the need for the field size criteria, and propose a standard reference field size in each specific radiologic examination. Total 333 medical institutions (included in Seoul, Gyeonggi-do, Jeolla, Chungcheong, Gangwon-do, Busan area), were investigated in relation to the status of the X-ray beam collimation field size, type specific inspection areas, medical facilities, and image analyses by type to figure out whether they use the adjustment of image field to the specific examination. To assess the awareness and the impact of radiation exposure to the collimation adjustable, 168 radiographers who was working in 10 general hospitals, 10 hospitals, and 10 clinics, were surveyed how they haver adjusted the actual field size. We examine that 61.3% of medical institutions used the "Proper collimation" and only 49.9% of them employed proper one in lumbar spine densely crowded by major organs. 69% among general hospitals, and 65% among hospitals using DR system were using proper collimation. Radiographers recognized that proper adjustment of collimation could reduce the harmful radiation dose on patients. In the survey, 97.6% of respondents were aware of this fact, but only 83.3% of respondents did the adjustment of the size of the collimation field. The using of proper collimation field was low in the nationwide survey, so the effort to reduce the radiation dose on the patients is urgently needed. A unified standard for the field accompanied by thorough education should be needed.

• Journal of dental hygiene science
• /
• v.14 no.1
• /
• pp.35-42
• /
• 2014

In this study we analysed frequency and importance of tasks, and education needs of 114 people working in dental clinics to be a reference of dental hygiene curriculum development. The results are as follow: The order of performance frequency is management support, preventive dental treatment, dental treatment assistance and oral health education, and the order of importance level of tasks and education needs is management support, dental treatment assistance, preventive dental treatment and oral health education. There is no statistically significant difference of performance frequency by general characteristics. The tasks considered most important level depending on general characteristics are oral health education in age of 40s (p<0.05), dental treatment assistance in dental hygienists (p<0.05), management support in women (p<0.05), dental hygienists (p<0.05), and more experienced workers (p<0.05). The most need for Educations depending on general characteristics are oral health education in women (p<0.05), dental treatment assistance in women (p<0.001) and dental hygienists (p<0.001), and management support in Seoul region (p<0.05). The importance of tasks and education needs have correlations. The results showed management support and dental treatment assistance are considered important in dental clinics and most needed job competency for dental hygienists.

• Journal of dental hygiene science
• /
• v.8 no.1
• /
• pp.13-20
• /
• 2008

The purpose of this study was to find out experiences of dental hygienists working on dental care sites, to prevent potential malpractice accidents and disputes, and to examine why it is necessary to provide corresponding education or training courses. As a result, this study came to the following conclusions: 1. It was found that 32.5% had ever experienced in malpractice suits or disputes, and 55.0% of such experienced group had ever experienced in malpractice suits or disputes concerned with dental hygienists. 2. According to inquiry on whether dental hygienists have certain liability for malpractice disputes, it was found that 66.3% respondents ascribed the medical liability to dental hygienists. And according to inquiry for those respondents on liability ratio, it was found that 57.1% of them thought 11%~30% as appropriate liability ratio. 3. According to survey on extent of doubts about potential malpractice accidents and disputes in future, it was found that 72.4% respondents sometimes had doubts about them. 4. It was found that 64.2% respondents thought it necessary and urgent to provide education related to prevention and countermeasures for malpractice disputes.

• Korean Security Journal
• /
• no.1
• /
• pp.351-370
• /
• 1997

This study concerns possible measures to prevent separatists' terrorist acts against overseas Korean businessmen. Of late, many Korean enterprises are helping a number of foreign countries develop their economy, by building factories and manning regional offices in those countries. But recent development of terrorism especially against Korean businessmen is alarming. This report discusses the need for Korean enterprises heading overseas to prepare themselves with awareness of terrorism and possible protective measures against it, besides their routine pursuance of profits; and for the government and prospective enterprises to refrain from investing in those countries having active separatist movements. If an investment has become inevitable, a careful survey of the region in conflict should be conducted and self-protective measures should be put in place through security information exchange, emergency coordination and training of personnel, etc. This study will first review the past terrorist incidents involving employees of overseas Korean enterprises, and then will focuss on seeking effective measures on the basis of the reported incidents. In carrying out the study, related literature from both home and abroad have been used along with the preliminary materials reported and known on the Internet from recent incidents. 1. The separatist movements of minority groups Lately, minority separatist groups are increasingly resorting to terrorism to draw international attention with the political aim of gaining extended self rule or independence. 2. The state of terrorism against overseas Korean enterprises and Koreans Korean enterprises are now operating businesses, and having their own personnel stationed, in 85 countries including those in South East Asia and Middle East regions. In Sri Lanka, where a Korean enterprise recently became a target of terrorist bombing, there are 75 business firms from Korea and some 700 Korean employees are stationed as of August 1996. A total of 19 different terrorist incidents have taken place against Koreans abroad since 1990. 3. Terrorism preventive measures Terrorism preventive measures are discussed in two ways: measures by the government and by the enterprises. ${\blacktriangleleft}$ Measures by the government - Possible measures at governmental level can include collection and dissemination of terrorist activity information. Emphasis should be given to the information on North Korean activities in particular. ${\blacktriangleleft}$ Measures by individual enterprises - Organizational security plan must be established by individual enterprises and there should also be an increase of security budget. A reason for reluctant effort toward positive security plan is the perception that the security budget is not immediately linked to an increment of profit gain. Ensuring safety for overseas personnel is a fundamental obligation of an enterprise. Consultation and information exchange on security plan, and an emergency support system at a threat to security must be sought after and implemented. 4. Conclusion Today's terrorism varies widely depending on reasons and causes, and its means has become increasingly informationalized and scientific as well while its method is becoming more clandestine and violent. Terrorist organizations are increasingly aiming at enterprises for acquisition of budgets needed for their activities. Korean enterprises have extended their business realm to foreign countries since 1970, exposing themselves to terrorism. Enterprises and their employees, therefore, should establish their own security measures on the one hand while the government must provide general measures, on the other, for the protection of the life and property of Korean residents abroad from terrorist attacks. In this regard, set-up of a counter terrorist organization that coordinates the efforts of government authorities in various levels in planning and executing counter terrorist measures is desired. Since 1965, when the hostile North Korea began to step up its terrorist activities against South Koreans, there have been 7 different occasions of assassination attempt on South Korean presidents and some 500 cases of various kidnappings and attempted kidnappings. North Korea, nervous over the continued economic growth and social stabilization of South Korea, is now concentrating its efforts in the destruction and deterioration of the national power of South Korea for its earlier realization of reunification by force. The possibility of North Korean terrorism can be divided into external terrorist acts and internal terrorist acts depending on the nationality of the terrorists it uses. The external terrorist acts include those committed directly by North Korean agents in South Korea and abroad and those committed by dissident Koreans, hired Korean residents, or international professionals or independent international terrorists bought or instigated by North Korea. To protect the life and property of Korean enterprises and their employees abroad from the threat of terrorism, the government's administrative support and the organizational efforts of enterprises should necessarily be directed toward the planning of proper security measures and training of employees. Also, proper actions should be taken against possible terrorist acts toward Korean business employees abroad as long as there are ongoing hostilities from minority groups against their governments.

• Food Science of Animal Resources
• /
• v.29 no.1
• /
• pp.121-131
• /
• 2009

This study attempted to investigate the perception and usage status for meat products of dietitians in the food service business in Seoul and Gangwon province. 32.8% of dietitians decided the menu reflecting the taste of students. Most of the dietitians (89.2%) checked the manufacture date of the processed meat products when they were supplied. To address the question as to whether they could distinguish the difference among ham, pressed ham, and sausage, most of them answered; 'can distinguish a little' (47.5%) or 'can't distinguish' (36.7%). The most frequently provided processed meat products were ham (33.9%), followed by sausage (21.7%). However, it is assumed that the dietitians might have mistaken the pressed ham for the classic ham. The most common frequency of the serving processed meat product in the food services was once a month (41.6%). Most desired aspect of quality improvement for the processed meat products was answered as 'hygiene/safety' (31.5%), and followed by 'higher quality' (26%). In conclusion, the improvement of the product quality and the strengthening of public information would be prerequisites for expanding the use of processed meat products in the food services and business-to-business (B2B) market in the future.

• Journal of the Korean Society of Food Science and Nutrition
• /
• v.35 no.2
• /
• pp.238-247
• /
• 2006

The purpose of this study was to evaluate school dieticians' performance of nutritional quality control, and further to establish effective and objective standards of nutritional quality control. Data for this study came from 200 school dieticians' responses in the Chungbuk area. The total quality management (TQM)-based questionnaire was structured. The questionnaire consisted of the following four fields (1) performance of nutritional quality control, (2) performance of stepwise food production to maximize nutrient preservation rate, (3) management of documents and records related to nutritional quality control, and (4) other relating matters. The items of the questionnaire were measured on a five-point Likert scale which ranged from 'strongly agree' to 'strongly disagree'. First, the analysis indicated that school dieticians performed 'least' on human resource management', 'mediocre' on nutritional quality control, and best on 'leadership'. Second, the analysis on performance of stepwise food production to maximize nutrient preservation rate showed that dieticians considerably endeavored to maximize nutrients of cooked food, but it was found out that the most of nutrient destruction can be caused by heating during cooking. Third, the result showed that the systematic use of documents and records for nutritional quality control was not sufficiently accomplished, especially in the production phase of food. In addition, the measure by the Pearson correlation coefficient indicated that there was a significant relationship between performance of nutritional quality control and performance of stepwise food production to maximize nutrient preservation rate, and between performance of nutritional quality control and management of documents and records related to nutritional quality control. Finally, the findings of this study suggest that more effort should be exerted to carefully establish TQM-based standards for the improvement of nutritionary quality.

• Korean Security Journal
• /
• no.20
• /
• pp.249-270
• /
• 2009

There have been great demands for various private searches and collecting information activities. but in korea it is still banned to supply private investigation service and to use the term 'private investigation'. So establishment of desirable model for private investigation service system is essential factor in strategic approaching for privatization of policing. In most developed countries private investigation service system is generally permitted and various methods to solve the side effects of that are considered. It is necessary to revise more the Security Business Law to introduce private investigation service system so that the dispute on determining how to do and what to do. It looks like that police agrees with the introduction of the private investigation service system because this could be an option when it comes to the job that its members can take after retirement and because this system helpful their own work. Actually Korea government have tried to prepare the law enactment of the private investigation service system since 1999 but have been failed. This study focuses on implementing the suitable system for private investigation service in Korea, which includes the consideration of the logical validity of the introduction by comparing with other foreign private investigation service system. We should make research and effort to cope with such as a partial amendment about the problem and the side effect that can be happened in a beginning stage of system trial.

• Journal of the Society of Disaster Information
• /
• v.11 no.2
• /
• pp.191-202
• /
• 2015

The purpose of this study was to examine the influence of the disaster perception and satisfaction level of volunteer fire-fighters on the continuity of their volunteering. The 163 subjects in this study were selected from male and female volunteer fire-fighters who resided in urban and rural regions in Gangwon Province. After a this survey was conducted, the collected data were analyzed by a statistical package SPSS WIN 20.0, and frequency analysis, correlation analysis and multiple regression analysis were made. The level of statistical significance was all set at p<.05. The findings of the study were as follows: First, as for the correlation of disaster perception, satisfaction and volunteering continuity, perception of disaster countermeasures, satisfaction and the level of participation were negatively correlated with one another, and there was a positive correlation among disaster training, disaster preparation, regional disaster, the period of volunteering, and will of persistent volunteering. Second, as for perception of disaster, the volunteer fire-fighters were asked a question about disaster countermeasures, and the largest group replied they were partially aware of the countermeasures. Concerning questions about disaster training/education experience and triage, the biggest group replied they underwent the training and knew about triage on the whole. Regarding questions on the emergency contact system and emergency work schedule, they knew about the two in general. As to a question on the occurrence of human disaster, the greatest group answered that they knew about it yet not well. Third, in regard to the impact of satisfaction level on volunteering continuity, the period of volunteering was affected by needs for experience, social contact and social recognition among the subfactors of satisfaction level, and will of persistent volunteering was under the influence of social contact and achievement needs. The level of persistent volunteering was affected only by needs for experience and achievement needs.

• Journal of dental hygiene science
• /
• v.16 no.2
• /
• pp.183-192
• /
• 2016

A total of 228 dental hygienists working in dental hospitals and clinics in the Busan and Gyeongnam areas were surveyed between August 1, 2015, and October 15, 2015. The factors influencing infection control awareness and implementation levels among the dental hygienists were investigated to prepare basic data with the goal of establishing guidelines for systemic infection control. Treatment preparation support for infection control positively correlated with equipment and facility support (r=0.4343, p<0.01), treatment skill and information support (r=0.231, p<0.01), infection control education support (r=0.266, p<0.01), infection control awareness (r=0.354, p<0.01), and infection control implementation levels (r=0.442, p<0.01). Equipment and facility support positively correlated with treatment skill and information support (r=0.418, p<0.01), infection control education support (r=0.422, p<0.01), infection control awareness (r=0.404, p<0.01), and infection control implementation levels (r=0.454, p<0.01). Infection control education support positively correlated with infection control awareness (r=0.348, p<0.01) and infection control implementation levels (r=0.405, p<0.01). Infection control awareness positively correlated with the infection control implementation level (r=0.879, p<0.01). The factors influencing the awareness of infection control include treatment preparation support, equipment and facility support, treatment skill and information support, and infection control education support. The influencing the infection control implementation level include treatment preparation support, equipment and facility support, infection control education support, and treatment skill and information support. To enhance the awareness of infection control and implementation levels amongdental hygienists, an infection control system must be established and implemented A rigorous system for evaluating dental clinics must also be established to ensure an ideal dental treatment environment and to protect patients' health and safety.