• The Journal of the Korea Contents Association
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• v.15 no.11
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• pp.263-273
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• 2015

The purpose of this study was to investigate an effect of resilience of clinical nurses on their job stress and burnout. A convenience sample of 166 subjects were recruited from one general hospital. The mean score of resilience, job stress, burnout were 2.48, 4.00, and 2.98 respectively. The relation between resilience and burnout was effected with the negative correlation. The explanation power of resilience of clinical nurses on burnout was 24.8%. In conclusion, we found that resilience decreased clinical nurse's burnout. From this result, we suggest resilience improvement programs for clinical nurses will be developed and implemented.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2006.05a
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• pp.49-56
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• 2006

최근 제조업을 보완하는 새로운 성장동력으로 서비스산업의 중요성이 부각되고 있다. 특히 무선 인터넷과 통신 기술의 발전은 신 서비스 창출의 기회를 마련해주는 동시에 서비스 시스템을 복잡하게 변화시키고 있다. 그러나 기존의 서비스 개발은 정성적인 판단과 직관에 의지하고 있으며, 서비스 개발 방법론은 개념적이고 추상적인 수준에서 제공되고 있다는 한계를 가진다. 이는 모바일 비즈니스(mobile business)와 같은 복잡한 서비스 시스템의 변화에 능동적으로 대처하지 못하고 있어, 모바일 비즈니스를 위한 실질적이고 체계적인 신 서비스 개발의 방법론의 필요성을 증가시킨다. 본 연구에서는 morphology 분석을 통해 모바일 비즈니스를 위한 체계적인 신서비스 개발 방법론을 제안한다. 특히 새로운 무선 통신 환경아래에서 급격한 변화를 맞고 있는 음악 산업을 대상으로 제안된 방법론의 활용 사례를 제시할 것이다. 제안된 방법론은 크게 4 단계로 구성된다. 첫째, 제공되는 서비스 시스템을 체계화하기 위해 morphology의 dimension들을 정의한다. 각 차원은 서비스 시스템의 하위 시스템이며, 이는 기존의 문헌조사와 연구를 통해 정의된다. 둘째, 각 차원별로 morphology의 shape를 정의한다. 셋째, 각 차원의 shape를 조합하여 과거의 서비스 시스템을 표현하고, morphology의 dimension과 shape를 확장한다. 넷째, morphology의 확장된 dimension과 shape를 조합하여 새로운 서비스를 구성한다. 제안된 접근법은 크게 두 가지 측면에서 강점을 가진다. 첫째, 신 서비스 아이디어의 획득을 용이하게 할 수 있다. morphology분석은 체계적인 설계 방법론을 창의적인 생각을 돕는 도구로 의미가 있다. 둘째, 체계적인 신 서비스의 개발을 가능하게 한다. morphology접근법은 M-비즈니스와 같은 복잡한 서비스 시스템을 구조적으로 분석하고, 개발할 수 있는 기틀이 된다.킹 대상을 도출할 때까지 추가적인 분석과정을 반복한다. 제안한 방법을 통하여 조직은 기술적 생산 가능성 외에도 다양한 조직 운영 관점에서 적절한 벤치마킹 대상을 선정할 수 있으며, 이에 따른 목표를 수립할 수 있을 것으로 기대한다. 또한 더 나아가 global efficiency 관점에서 효율적 조직이 되기 위하여 단계적인 벤치마킹 대상 선정과 이에 따른 목표를 수립하는데도 유용하리라 판단된다.$1.20{\pm}0.37L$, 72시간에 $1.33{\pm}0.33L$로 유의한 차이를 보였으므로(F=6.153, P=0.004), 술 후 폐환기능 회복에 효과가 있다. 4) 실험군과 대조군의 수술 후 노력성 폐활량은 수술 후 72시간에서 실험군이 $1.90{\pm}0.61L$, 대조군이 $1.51{\pm}0.38L$로 유의한 차이를 보였다(t=2.620, P=0.013). 5) 실험군과 대조군의 수술 후 일초 노력성 호기량은 수술 후 24시간에서 $1.33{\pm}0.56L,\;1.00{\ge}0.28L$로 유의한 차이를 보였고(t=2.530, P=0.017), 술 후 72시간에서 $1.72{\pm}0.65L,\;1.33{\pm}0.3L$로 유의한 차이를 보였다(t=2.540, P=0.016). 6) 대상자의 술 후 폐환기능에 영향을 미치는 요인은 성별로 나타났다. 이에 따른 폐환기능의 차이를 보면, 실험군의 술 후 노력성 폐활량이 48시간에 남자($1.78{\pm}0.61L$)가 여자($1.27{\pm}0.45L$)보다 더 높게 나타났으며 (t=2.170, P=0.042), 72시간에도 역시 남자($2.16{\pm}0.56L$)가 여자($1.50{\pm}0.47L$)보다 더 높았다(t=2.910, P=0.008). 술 후 일초 노

• Journal of Korean Society for Quality Management
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• v.28 no.4
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• pp.47-66
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• 2000

In recent, keeping and developing relationships with current customers is a key service business goal, and service recovery efforts is to be the essence of service business strategy. But many researchers have neglected to focus on that issue. So this research is intended to explore service quality factors that include service recovery efforts and grip those difference among service operations systems. Service operations systems are divided into three categories. Our study results suggest that customer oriented firms need to develop a comprehensive service recovery system and must include service recovery as a service quality factor.

• Culinary science and hospitality research
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• v.22 no.8
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• pp.204-218
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• 2016

The purpose of this study is to identify the differences in the effect of service recovery efforts on consumers satisfaction, word of mouth intentions, and revisit intentions when exposed to service failure situations. The service failure situation was classified into outcome-related and process-related failures. The service recovery effort was divided into financial and emotional efforts. Using a scenario technique, this study collected data from diners in Daegu and Gyoungbuk province. The results of the empirical analysis show that the effect of service recovery efforts varies depending on types of service failures and recovery efforts. Also, the interaction between service failure types and service recovery efforts was confirmed.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.12
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• pp.515-522
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• 2018

Current signs of a downturn in South Korea's economy include the sharp drop in consumption. Considering internal and external complications such as the raise in minimum wage and fierce global competition, people's taste and purpose of consumption is shifting as well. Under such circumstances, crowdfunding provides a new investment and distribution channel for businesses in their initial stages. Crowdfunding can serve as a key driver of growth in early stages of business operations and lead to growth in consumption as a new distribution channel. This study explores how customers perceive the process of reward crowdfunding, especially when it comes to fairness in procedure, interaction, and distribution. In addition, we further seek how perceived fairness affects customer satisfaction and loyalty in the industry.

• Korean Journal of Social Welfare
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• v.69 no.3
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• pp.165-191
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• 2017

The purpose of this study is to identify the major predictive factors of intention of drug users to use treatment services. The theoretical framework was used extended Behavioral Model of Health Services Use which integrates the Andersen model and the Theory of Planned Behavior. Thus, this study examined the effects of individual characteristics(predisposing, enabling, need factor) and attitude, subjective norm, perceived behavior control on drug users' intention to use treatment services. Factors with a statistically significant effect were as follows: from the individual characteristics - gender and past treatment experiences of the predisposing factors along with psychiatric diagnosis, anxiety and depression, and severity of drug abuse of need factors. From the Theory of Planned Behavior - subjective norm and perceived behavior control turned out to have impacts on their intention to use treatment services. The study emphasizes that a concern of women, increasing positive experiences of treatment, efforts to change the subjective norms and perceived behavior control of drug users to promote their determination to get treatment.

• International Commerce and Information Review
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• v.15 no.1
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• pp.3-34
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• 2013

This research, which was experimented by dividing tangible and intangible products, established the influence that affects recovery for consumers' complaint behavior and behavioral intention as per each different compensation program. In Experiment 1, the consumers, who experienced complaint behavior owing to company's mistake, have preferably recovered through the compensation program offered by the company. However, there was a significant difference in preference recovery between products that caused complaint behavior. According to the study result, the more clear preference recovery was shown in the case of purchasing laptop than the case of dining in family restaurant. Additionally, the consumers' emotion recovery was possible through compensation.; There was a emotion recovery disparity depending on product type between purchasing laptop case and dining in family restaurant case. The consumers, who experienced complaints, were only able to recover their preference, emotion, and behavioral intention through compensation of which recovery was greater in tangible product case than ordinary service. Meanwhile, there was no distinct difference between recovery compensation types even though the products were identical-type ones whereas it appeared that such tangible product which showed greater purchasing effort as laptop computer was more effective in stimulating emotion response. In Experiment 2, the purpose was to find out the difference between complaint behavior and its recovery process shown after purchase by Korean and Japanese college students, who have different consumer purchasing habits. The both consumers of the two countries, who experienced complaint behavior, demonstrated precise difference in preference recovery while the emotion and behavioral intention exhibited no disparity between the two consumer groups. In this experiment, it was learned that Korean college students were show-off purchase type consumers while on the other hand, the Japanese college students were famous product purchase type consumers. Thus, there was a clear difference in laptop computer purchase process and post-purchase evaluation between these two groups. In particular, the Korean college students had quicker preference recovery through compensation than the Japanese college students on account of their tendency to be consciousness of others. Nevertheless, there was no difference between the emotion recovery and re-purchase recovery and therefore, the compensation program for complaints was proven to affect the emotion and behavioral intention.

• Korean Journal of Social Welfare
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• v.67 no.4
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• pp.227-249
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• 2015

The purpose of this study was to explore the meaning of work between Asian Americans and white Americans living with mental illness. Employment is important for recovery of Asian Americans with mental illness. However, little is known about reasons of low participation and completion rates on recovery and employment services for Asian Americans with mental illness. Although few studies have suggested that exploring cultural difference is a key to understand these issues, no study have explored how their culture influences a viewpoint on work. Therefore, a study to explore the meaning of work and influences of culture on work is required. This study used both quantitative and qualitative methods. An Internet version of world of work survey was developed based on results of study by Millner(2015) and cognitive interview. The survey was conducted from May to August 2015 and 91 people living with mental illness completed the survey. T-test was used for analyzing qualitative data and researchers analyzed qualitative data. Asian Americans showed higher preference for employment and have more difficulty at workplace and in receiving recovery and vocational services. The findings from this study can inform the development of recovery-oriented employment for people living with mental illness from diverse ethnic groups.

• The Journal of the Korea Contents Association
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• v.12 no.1
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• pp.416-429
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• 2012

This study was to assess the effects of a recovery oriented integrated rehabilitation program on cognitive social function, rehabilitation motivation, and mental health recovery. This program is involved motivation enhancement program with 4 subprograms composed of cognitive rehabilitation, emotion management, vocational rehabilitation, family education program. The subjects were 34 patirents with schizophrenia who had been hospitalized at National Mental Hospital on local area. The study was a non-equivalent control group non-synchronized design with two groups, an experimental group(18 patients) and a control group(16 patients). The collected data were analyzed using SPSS 12. 0. The results of the data show that there was not a significant increase in the symptom, cognitive and social function. But there was a significant increase in readiness of rehabilitation(maintenance, p=.027) and mental health recovery (p=.039). Short term recovery oriented integrated rehabilitation programs in inpatient settings are more available for motivation of rehabilitation and mental health recovery than symptom reduction or functional improvement. Therefore there should be more efforts to create more recovery oriented service provision in clinical settings.

• The Journal of the Korea Contents Association
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• v.9 no.10
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• pp.368-377
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• 2009

Hotel employees' emotional exhaustion, depersonalization, and decreased sense of accomplishment lead to the Hotel Employees' Burnout Phenomenon(HEBP). Specifically, a higher stress level leads to an increased incidence of burnout among employees. This high level of burnout results in a decreased desire to work, and ultimately results in decreased service provision levels. In order to resolve the phenomenon, a healing program linked to psychotherapy may be introduced. This program would serve at the company level. In addition, encouragement and advice from seniors and colleagues are also needed. The psychological burden should be minimized by encouragement and compliments, rather than by the pressure for service quality improvement. Further, the employees' personal will to overcome the problem must be present.