• 유통과학연구
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• 제12권2호
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• pp.81-93
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• 2014

Purpose - Recent rapid environmental changes in the hospital industry are accelerating the spread of customer satisfaction management. Customers' desires have become diversified and advanced; in the past, customers tended to preferred popularized and standardized care, whereas they now prefer individualized and differentiated care, based on an increase in income. Specifically, this study tries to analyze the mediating effects of factors that affect the configuration portion of customer value and relationship quality (customer trust and relationship commitment) by investigating the impacts and configuration factor of customer value on relationship quality and determining how these factors impact customer loyalty directly or indirectly. Research design, data, and methodology - This study aims to determine the customer value factors that impact the perceptions of dental hospital customers, how these factors impact relationship quality and customer loyalty, and the causal relationship of these factors, and to verify the research model based on previous research. To increase the validity and reliability of the questionnaire, the authors of this study constructed basic questions using measurement tools already verified for reliability and validity in existing studies. In this study, customer value is defined as customers' recognizing value by exchanging goods or services and is measured using a five-point Likert scale using 19 questions about the 4-Ds, such as convenience value, quick service, response value, and trustworthiness. For each question, "very low" was set at 1 point and "very high" at 5 points. Customer trust, relationship commitment, and customer loyalty are also measured using a five-point Likert 5-point scale (1 = very low, 5 = very high) based on previous studies. Results - For customer value, trustworthiness and quick service are shown to have direct significant positive impacts on customer loyalty. For customer value and quality of the relationship (customer confidence and commitment), trustworthiness, response value, confidence value, and quick service are shown to have a significant positive impact on customer truth, in order of impact. For the relationship between customer value and commitment, quick service and response value are shown to have significant positive impact. Customer confidence has a very high positive influence on commitment. For the relationship between the quality of the relationship (customer confidence and commitment) and customer loyalty, customer confidence is shown to have more of an impact than commitment, in terms of a direct influence of customer loyalty. Commitment showed a positive impact on customer loyalty. For the relationship between customer confidence and customer loyalty, commitment showed a mediating effect. Conclusions - Many additional variables could apply; this study focused on customer value, quality of the relationship, and customer loyalty. In particular, there will be significant value in identifying the relationships among customer value, relationship quality, and customer loyalty by using impact factors for customer value; ensuring external validity by expanding denotation and applying the findings to other service industries; and undertaking continuous research. This study has limited generalization potential because the target for this survey was located only in the Seoul area.

• 유통과학연구
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• 제12권10호
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• pp.85-97
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• 2014

Purpose - This study aims to clarify through which process asset specificity and supplier development project (SDP) affect performance. Cooperation, partnership, the level of information exchange, and the importance of information sharing are considered significant variables as mediators related to the process. Finally, the performance formation model of the supply chain through asset specificity and supplier development project would be suggested as being a result of this study. Research design, data, and methodology - Data collection was as follows: questionnaires were distributed to 250 companies that have business ties with H Company. The empirical study to test our hypothesis was based on statistical analysis (using SPSS 19.0 and AMOS 19.0). The hypothesis of this paper is that the asset specificity and supplier development project variables have positive effects on the following variables: mediators such as cooperation and partnership (reliability and dependence); and the cooperation and partnership variables have a positive effect on the following variables: level of information sharing, the importance of information sharing, and level of information sharing; the importance of information sharing has a positive effect on supply chain performance. We tested our hypothesized model utilizing path analysis with latent variables. Results - First, it was found that asset specificity has significant positive effects on cooperation (H1), reliability (H2), and dependability (H3). Second, it was proved that the level of comprehension on the purpose of SDP has positive effects significantly on cooperation (H4), reliability (H5), and dependability (H6). Third, the hypotheses related to cooperation were all significantly accepted. The relationships of cooperation with the level (H7) and importance (H8) of information sharing were significant. Fourth, the hypotheses related to reliability were all significantly accepted. The relationships of reliability with the level (H9) and importance (H10) of information sharing were significant. In terms of dependability, however, the hypotheses were partially accepted. The effect of dependability was significant on the importance of information sharing (H12), but insignificant on the level of information sharing (H11). Finally, the causal relationships from the level of information sharing to SCM performance (H13) and from the importance of information sharing to SCM performance (H14) were both significantly accepted. Conclusion - First, with rapid changes in the business environment, enterprises should acquire the right information to properly implement SCM. For successful SCM, firms should understand the supplier development project. Second, asset specificity and the level of comprehension on SDP have significant effects both on cooperation and partnership (reliability and dependability). Third, mediators such as cooperation, reliability, and dependability significantly affect the level and importance of information sharing. Fourth, the level and importance of information sharing have significant impacts on SCM performance. This paper makes a meaningful contribution to further the understanding of how SDP affects SCM performance. Finally, successful SCM performance is achieved by information sharing through a collaborative environment and partnership (confidence & dependence) rather than by investing only in setting up an information system.

• 유통과학연구
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• 제10권12호
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• pp.35-43
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• 2012

Purpose - This study analyzes the effects of types of leadership on the employees of Italian restaurants, its efficacy, and organizational citizenship behavior, utilizing a causal assessment model. In this study, independent variables such as the type of leadership perceived in the manager or chef by an Italian restaurant's employees, and its efficacy were parameters, and the organizational citizenship behavior and organizational effectiveness were the variables representing the results in the hypothesis. The study aimed to draw implications by verifying the leadership via efficacy and the impact on organizational citizenship behavior of Italian restaurants. Research design, data, methodology - For the purpose of this analysis, specific questionnaire items were configured according to the theory and efficacy of the study. From a questionnaire used in organizational citizenship behavior comprising 22 questions, six were modified to suit the research purpose of this study. The configured questionnaire comprised 5 parts and 40 items. A Likert (Likert) 5-point scale was utilized to measure responses to the questionnaire items from the employees of an Italian restaurant in Seoul who participated in the survey. For data collection, 400 questionnaires were distributed, and 344 collected. Factor analysis and reliability verification were conducted using SPSS18.0 and AMOS18.0. A covariance structure analysis was conducted to test the research hypotheses. Results - Based on the results of the analyses, the summary and suggested implications of the research are as follows: The covariance structure analysis used to analyze the kind of effect transformational and transactional leadership styles in Italian restaurant employees had on self-efficacy, group-efficacy, and organizational citizenship behavior, indicated that among the characteristics of transformational leadership (such as, idealized influence, inspirational motivation, individual consideration, and intellectual stimulation), idealized influence and individual consideration had a positive influence on self-efficacy. Idealized influence, individual consideration, conditional reward, and management by exception also positively influenced self-efficacy and altruistic and conscientious behavior (organizational citizenship behavior). Conclusions - Results suggest that with regard to self-efficacy and group efficacy, managers in different departments and chefs should provide team members with a vision for the future, increase their confidence in their abilities, and build their trust in the organization. By evaluating employee performance and experiences, management can demonstrate leadership and encourage organizational citizenship behavior through enjoyable, voluntary participation. Transformational and transactional leadership is effective in group processes that include social-exchange relationships, self-efficacy and group efficacy, and organizational citizenship behavior. However, as this research study utilizes only self-reported data, it has several limitations, such as a vulnerability of errors caused by the various experiment types. A significant limitation of this study is the lack of potential for the duplication of results. The covariance structure analysis, however, provides complementation to limit the impact of errors from self-reporting studies. A future study can extend this research by utilizing different data collection methods.

• 유통과학연구
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• 제15권12호
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• pp.85-94
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• 2017

Purpose - Owing to economic development and rapid globalization, the number of people traveling abroad has increased dramatically in recent years. For instance, according to data from World Tourism Organization, approximately 1,724 million tourists traveled abroad in 2016. This phenomenon has resulted in a change for domestic markets, as they no longer serve only domestic customers but also serve foreign customers as well. Therefore, intercultural service encounters between services providers and customers from diverse cultural backgrounds are becoming more frequent. Especially in the field of retailing, salesperson's customer oriented selling behavior is particularly important for the successful interactions. However, it is hard to find some factors that can improve salesperson's customer oriented selling behavior in intercultural sales encounters. Research design, data, and methodology - A quantitative survey methodology was utilized to collect data on 312 salespeople at duty-free shops located on Jeju Island, Korea. As a tourism-based region, Jeju Island has attracted a large number of foreign tourists since being designated as an international free city in 2002. Owing to this phenomenon, intercultural sales encounters between salespersons and customers from different cultures have become commonplace. Compared to other salespeople, salespeople working in duty-free shops have more frequent intercultural interactions, as over 90% of their total customers are from foreign countries. Additionally, regular professional training programs for salespeople help cultivate cultural intelligence. Data analysis was conducted using SPSS 20. Results - This paper explores the role of empathy and cultural intelligence in intercultural sales encounters using a theoretical model incorporating the causal relationships between empathy(cognitive empathy and emotional empathy) and customer oriented selling behavior, as well as the moderating effects of cultural intelligence in these relationships. Conclusions - This study is almost the first to explore the influence of empathy and cultural intelligence in intercultural sales encounters. Thus, this study provides a meaningful contribution to the application of empathy and cultural intelligence in the retailing field and will draw the attention of personal distribution practicers and researchers to the importance of empathy and cultural intelligence. Additionally, this study has useful managerial implications for employee selection, training, and development in retailing firms engaged in intercultural sales encounters.

• Journal of Nutrition and Health
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• 제48권2호
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• pp.192-198
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• 2015

본 연구는 30세 이상 한국성인의 결혼상태와 채소섭취와의 연관성을 분석하고자 하였다. 이를 위해 2007~2010년 국민건강영양조사 자료를 이용하여 조사 참가자의 성별, 연령대별 채소섭취량을 비교하고, 채소를 권장섭취횟수보다 부족하게 섭취할 위험도를 분석하였다. 분석결과, 결혼상태에 따라 성별, 연령대별 채소섭취량에 차이가 있었다. 남녀 모두 유배우자 동거 집단의 김치를 포함한 채소섭취량이 결혼한 적 없는 집단과 별거/이혼/사별 집단과 비교해 가장 높았다. 김치를 포함한 채소를 권장섭취횟수보다 적게 섭취할 위험도는 유배우자 동거집단에 비해 결혼한 적 없거나 별거/이혼/사별인 경우 높아지는 경향을 보였다. 65세 이상 남자의 경우 결혼한 적 없음/별거/이혼/사별 집단은 유배우자 동거 집단과 비교해 채소섭취량이 낮았으며, 채소를 권장섭취횟수보다 적게 섭취할 위험도는 높았다. 결혼상태와 채소섭취량의 관계를 명확히 파악하기 위해서는 결혼상태와 식생활의 변화를 함께 조사할 수 있는 코호트 연구가 수행돼야 한다. 또한 결혼상태의 지속기간, 결혼상태의 만족도 등 결혼상태를 다양하게 파악할 수 있는 정보와 함께, 식생활 상태를 평가할 수 있는 자료를 수집해야 한다.

• 시큐리티연구
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• 제34호
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• pp.115-137
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• 2013

본 연구는 민간경비원들이 업무 수행 및 조직 목적을 달성하기 위하여 조직 내 인간관계 또는 고객과의 상호작용에서 생기는 여러 형태의 갈등을 대상으로 직무만족과 이직의도에 미치는 영향을 확인하는 것을 목적으로 한다. 즉, 연구 목적인 대인관계스트레스와 직무만족, 이직의도의 관계를 규명하기 위하여 서울 경기지역의 경비업체에서 근무하는 일반경비원을 대상으로 조사 분석 후 다음과 같은 연구 결과를 확인하였다. 첫째, 민간경비원의 대인관계스트레스는 고객관계 스트레스가 가장 높았으며 다음으로 동료관계 스트레스, 상사관계 스트레스 순이었다. 둘째, 대인관계 스트레스가 직무만족과 이직의도에 미치는 영향을 확인한 결과 직무만족에는 동료관계 스트레스만 유의하게 부(-)적인 영향을 미쳤으며, 이직의도에는 동료관계 스트레스와 상사관계 스트레스가 유의하게 정(+)적인 영향을 미쳤다. 셋째, 대인관계 스트레스와 이직의도 간에 관계에서 직무만족의 매개효과를 확인한 결과 동료관계 스트레스가 직무만족을 매개하여 이직의도에 유의하게 영향력을 보였다. 이러한 연구결과는 민간경비원의 대인관계 스트레스의 관리방안에 대한 필요성을 인식시켜 주었으며 조직 내 동료관계 스트레스의 관리가 매우 중요하다는 것을 확인할 수 있는 결과로 이를 바탕으로 효과적인 인적 관리 개선방안에 관한 후속 연구가 진행되어야 할 것이다.

• 한국보육지원학회지
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• 제9권2호
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• pp.23-46
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• 2013

본 연구는 초임 보육교사의 적응에 도움을 주기 위한 기초 정보를 제공할 목적으로 수행되었다. 초임 보육교사 5명을 대상으로 심층인터뷰와 교사에 의한 메모일기, 저널, 보육일지등의 자료를 수집하였다. 연구결과, 초임 보육교사의 경험은 어려운 인간관계, 난감한 업무, 잦은 실수의 긴장, 받았거나 받기를 원하는 도움, 경험을 통한 현장 이해와 자기 성찰, 교사로서 보람이 느껴진 순간으로 분류할 수 있었다. 근거이론 접근법으로 조직 적응과정에 대한 이론적 모델을 구성하였다. 초임 보육교사의 적응과정은 부정적인 정서 반응의 현상을 중심으로 인과적 조건, 맥락과 중재적 조건, 부정적 정서를 다루는 전략과 그 결과로 설명할 수 있다. 인과적 조건은 업무 실수와 인간관계의 미숙함이다. 맥락은 학급 유아의 연령, 근무시간과 공간, 업무의 양과 낯섦, 구성원의 성격 특성 그리고 학부모와의 잦은 만남으로 구성된다. 중재적 조건은 초임교사 안내프로그램, 구성원의 도움과 지지, 보상, 교사의 개인성격 특성으로 구성된다. 초임 보육교사는 부정적 정서를 다루기 위해 잊어버리기, 가족이나 친구와 나누기, 긍정적 정서로 전환하도록 노력하기의 세 가지 전략을 사용한다. 전략 사용의 결과는 성장하기, 살아가기, 이직과 전직 고려로 구성된다.

• 한국언론정보학보
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• 제51권
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• pp.5-25
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• 2010

본 연구는 신종플루 관련 뉴스 이용 정도가 개인 및 공중에 대한 건강보호 행위의도에 미치는 영향을 보호동기이론(protection motivation theory)을 통해 살펴보았다. 구체적으로 신종플루 뉴스 이용 정도를 독립변인으로, 심리적 보호동기요인(신종플루에 대한 인지된 심각성, 취약성, 대처효능감, 자기효능감)을 매개변인으로 그리고 개인과 공중에 대한 건강보호 행위의도를 종속변인으로 설정하였다. 대학생 460명을 대상으로 설문조사를 실시하여 각 구성요인 간의 인과관계를 연구모형으로 설정하고 구조방정식모델(SEM)로 분석하였다. 연구결과에 의하면, 첫째 '개인 건강보호 행위의도' 연구모형에서 신종플루 뉴스 이용 정도는 신종플루 관련 보호동기 요인들에 유의미한 인과관계를 나타냈으나 '대처효능감'은 제외되었다. 또한 세 가지 보호동기 요인(지각된 심각성, 지각된 취약성, 자기효능감)들은 개인 건강보호 행위의도에 유의미한 정적 인과관계를 나타냈다. 둘째 '공중 건강보호 행위의도' 연구모형에서 신종플루 뉴스 이용 정도는 '대처효능감'을 제외한 모든 보호동기 요인에 유의미한 관계를 나타냈으며 보호동기 요인들 중에 '인지된 취약성'과 '대처효능감'만이 공중 건강보호 행위의도에 유의미한 정적 인과관계를 나타냈다. 두 연구모형의 공통점으로는 신종플루 뉴스이용 정도가 개인 또는 공중 건강보호 행위의도에 직접적인 영향을 미치지 않은 것으로 나타났다. 특정 질병에 대한 건강보호 행위의도에 있어서 건강보호 대상(자신 혹은 타인)이 누구인가에 따라 심리적 보호동기들은 다르게 작동하는 것으로 추정된다.

• 초등상담연구
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• 제8권1호
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• pp.51-66
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• 2009

본 연구는 초등학교의 배척아동을 대상으로 교사가 학급상담 전략을 실시하여 대인문제 해결력이 어떻게 변화되는지를 알아보는데 있다. 이를 위하여 B시 소재 H초등학교 5학년 4개 학급 130명을 대상으로 또래지명법(peer nomination)을 이용한 안이환(2007)의 사회성측정 검사를 실시하여 배척아동 21명을 선발하였다 이들 중 16명을 실험집단과 통제집단에 각각 8명씩 배치하였다. 본 연구에서 사용한 교사의 학급상담 전략은 배척아동의 대인문제 해결력을 향상시킬 목적으로 자기훈육, 협동, 상호존중, 책임분담, 사회적 평등으로 구성된 Dreikurs(1971)의 학급상담전략(the counseling strategy in classroom)을 참고하여, 학급의 구조적 환경 설정, 학급활동, 상담활동, 협동학습의 네 가지 측면에서 5주 동안 실시하였다. 이에 따른 본 연구의 결과는 다음과 같다. 첫째, 교사의 학급상담 전략은 배척아동의 대인문제 해결력 향상에 유의한 효과가 있었다. 하위요인별로 살펴보면, 대안적 해결사고, 원인적 해결사고를 제외한, 결과 예측사고, 수단-목적 사고에서 유의한 효과가 있었다. 둘째, 교사가 학급상담 전략을 실시한 실험집단과 그렇지 않은 통제집단의 학급 내 사회적지위(social status) 및 사회적지위에 따른 5가지 아동유형별 변화를 비교 분석한 결과, 두 집단 간에는 의미 있는 변화가 나타났다 이러한 결과를 종합해 볼 때, 본 연구의 학급상담 전략은 배척아동의 대인문제 해결력을 향상시키는데 있어서 부분적으로 긍정적인 효과가 있는 것으로 확인되었다.

• Nutrition Research and Practice
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• 제8권4호
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• pp.368-376
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• 2014

BACKGROUND/OBJECTIVES: The objectives of this study were to investigate the effects of lycopene on the migration, adhesion, tube formation capacity, and p38 mitogen-activated protein kinase (p38 MAPK) activity of endothelial progenitor cells (EPCs) cultivated with high glucose (HG) and as well as explore the mechanism behind the protective effects of lycopene on peripheral blood EPCs. MATERIALS/METHODS: Mononuclear cells were isolated from human peripheral blood by Ficoll density gradient centrifugation. EPCs were identified after induction of cellular differentiation. Third generation EPCs were incubated with HG (33 mmol/L) or 10, 30, and $50{\mu}g/mL$ of lycopene plus HG. MTT assay and flow cytometry were performed to assess proliferation and apoptosis of EPCs. EPC migration was assessed by MTT assay with a modified boyden chamber. Adhesion assay was performed by replating EPCs on fibronectin-coated dishes, after which adherent cells were counted. In vitro vasculogenesis activity was assayed by Madrigal network formation assay. Western blotting was performed to analyze protein expression of both phosphorylated and non-phosphorylated p38 MAPK. RESULTS: The proliferation, migration, adhesion, and in vitro vasculogenesis capacity of EPCs treated with 10, 30, and $50{\mu}g/mL$ of lycopene plus HG were all significantly higher comapred to the HG group (P < 0.05). Rates of apoptosis were also significantly lower than that of the HG group. Moreover, lycopene blocked phosphorylation of p38 MAPK in EPCs (P < 0.05). To confirm the causal relationship between MAPK inhibition and the protective effects of lycopene against HG-induced cellular injury, we treated cells with SB203580, a phosphorylation inhibitor. The inhibitor significantly inhibited HG-induced EPC injury. CONCLUSIONS: Lycopene promotes proliferation, migration, adhesion, and in vitro vasculogenesis capacity as well as reduces apoptosis of EPCs. Further, the underlying molecular mechanism of the protective effects of lycopene against HG-induced EPC injury may involve the p38 MAPK signal transduction pathway. Specifically, lycopene was shown to inhibit HG-induced EPC injury by inhibiting p38 MAPKs.