• 설비공학논문집
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• 제27권7호
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• pp.380-394
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• 2015

This article reviews the papers published in the Korean Journal of Air-Conditioning and Refrigeration Engineering during 2014. It is intended to understand the status of current research in the areas of heating, cooling, ventilation, sanitation, and indoor environments of buildings and plant facilities. Conclusions are as follows. (1) The research works on the thermal and fluid engineering have been reviewed as groups of heat and mass transfer, cooling and heating, and air-conditioning, the flow inside building rooms, and smoke control on fire. Research issues dealing with duct and pipe were reduced, but flows inside building rooms, and smoke controls were newly added in thermal and fluid engineering research area. (2) Research works on heat transfer area have been reviewed in the categories of heat transfer characteristics, pool boiling and condensing heat transfer and industrial heat exchangers. Researches on heat transfer characteristics included the results for thermal contact resistance measurement of metal interface, a fan coil with an oval-type heat exchanger, fouling characteristics of plate heat exchangers, effect of rib pitch in a two wall divergent channel, semi-empirical analysis in vertical mesoscale tubes, an integrated drying machine, microscale surface wrinkles, brazed plate heat exchangers, numerical analysis in printed circuit heat exchanger. In the area of pool boiling and condensing, non-uniform air flow, PCM applied thermal storage wall system, a new wavy cylindrical shape capsule, and HFC32/HFC152a mixtures on enhanced tubes, were actively studied. In the area of industrial heat exchangers, researches on solar water storage tank, effective design on the inserting part of refrigerator door gasket, impact of different boundary conditions in generating g-function, various construction of SCW type ground heat exchanger and a heat pump for closed cooling water heat recovery were performed. (3) In the field of refrigeration, various studies were carried out in the categories of refrigeration cycle, alternative refrigeration and modelling and controls including energy recoveries from industrial boilers and vehicles, improvement of dehumidification systems, novel defrost systems, fault diagnosis and optimum controls for heat pump systems. It is particularly notable that a substantial number of studies were dedicated for the development of air-conditioning and power recovery systems for electric vehicles in this year. (4) In building mechanical system research fields, seventeen studies were reported for achieving effective design of the mechanical systems, and also for maximizing the energy efficiency of buildings. The topics of the studies included energy performance, HVAC system, ventilation, and renewable energies, piping in the buildings. Proposed designs, performance performance tests using numerical methods and experiments provide useful information and key data which can improve the energy efficiency of the buildings. (5) The field of architectural environment was mostly focused on indoor environment and building energy. The main researches of indoor environment were related to the evaluation of work noise in tunnel construction and the simulation and development of a light-shelf system. The subjects of building energy were worked on the energy saving of office building applied with window blind and phase change material(PCM), a method of existing building energy simulation using energy audit data, the estimation of thermal consumption unit of apartment building and its case studies, dynamic window performance, a writing method of energy consumption report and energy estimation of apartment building using district heating system. The remained studies were related to the improvement of architectural engineering education system for plant engineering industry, estimating cooling and heating degree days for variable base temperature, a prediction method of underground temperature, the comfort control algorithm of car air conditioner, the smoke control performance evaluation of high-rise building, evaluation of thermal energy systems of bio safety laboratory and a development of measuring device of solar heat gain coefficient of fenestration system.

• 설비공학논문집
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• 제25권6호
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• pp.346-361
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• 2013

This article reviews the papers published in the Korean Journal of Air-Conditioning and Refrigeration Engineering during 2012. It is intended to understand the status of current research in the areas of heating, cooling, ventilation, sanitation, and indoor environments of buildings and plant facilities. The conclusions are as follows : (1) The research works on thermal and fluid engineering have been reviewed as groups of fluid machinery, pipes and valves, fuel cells and power plants, ground-coupled heat pumps, and general heat and mass transfer systems. Research issues are mainly focused on new and renewable energy systems, such as fuel cells, ocean thermal energy conversion power plants, and ground-coupled heat pump systems. (2) Research works on the heat transfer area have been reviewed in the categories of heat transfer characteristics, pool boiling and condensing heat transfer, and industrial heat exchangers. Researches on heat transfer characteristics included the results for natural convection in a square enclosure with two hot circular cylinders, non-uniform grooved tube considering tube expansion, single-tube annular baffle system, broadcasting LED light with ion wind generator, mechanical property and microstructure of SA213 P92 boiler pipe steel, and flat plate using multiple tripping wires. In the area of pool boiling and condensing heat transfer, researches on the design of a micro-channel heat exchanger for a heat pump, numerical simulation of a heat pump evaporator considering the pressure drop in the distributor and capillary tubes, critical heat flux on a thermoexcel-E enhanced surface, and the performance of a fin-and-tube condenser with non-uniform air distribution and different tube types were actively carried out. In the area of industrial heat exchangers, researches on a plate heat exchanger type dehumidifier, fin-tube heat exchanger, an electric circuit transient analogy model in a vertical closed loop ground heat exchanger, heat transfer characteristics of a double skin window for plant factory, a regenerative heat exchanger depending on its porous structure, and various types of plate heat exchangers were performed. (3) In the field of refrigeration, various studies were executed to improve refrigeration system performance, and to evaluate the applicability of alternative refrigerants and new components. Various topics were presented in the area of refrigeration cycle. Research issues mainly focused on the enhancement of the system performance. In the alternative refrigerant area, studies on CO2, R32/R152a mixture, and R1234yf were performed. Studies on the design and performance analysis of various compressors and evaporator were executed. (4) In building mechanical system research fields, twenty-nine studies were conducted to achieve effective design of mechanical systems, and also to maximize the energy efficiency of buildings. The topics of the studies included heating and cooling, HVAC system, ventilation, renewable energy systems, and lighting systems in buildings. New designs and performance tests using numerical methods and experiments provide useful information and key data, which can improve the energy efficiency of buildings. (5) In the fields of the architectural environment, studies for various purposes, such as indoor environment, building energy, and renewable energy were performed. In particular, building energy-related researches and renewable energy systems have been mainly studied, reflecting interests in global climate change, and efforts to reduce building energy consumption by government and architectural specialists. In addition, many researches have been conducted regarding indoor environments.

• 한국수자원학회:학술대회논문집
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• 한국수자원학회 2011년도 학술발표회
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• pp.8-9
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• 2011

On 4 September 2010 an earthquake of magnitude 7.1 on the Richter scale occurred on the Canterbury Plains in the South Island of New Zealand. The Canterbury Plains are an area of extensive groundwater and spring fed surface water systems. Since the September earthquake there have been several thousand aftershocks (Fig. 1), the largest being a 6.3 magnitude quake which occurred close to the centre of Christchurch on 22February 2011. This second quake caused extensive damage to the city of Christchurch including the deaths of 189 people. Both of these quakes had marked hydrological impacts. Water is a vital natural resource for Canterburywith groundwater being extracted for potable supply and both ground and surface water being used extensively for agricultural and horticultural irrigation.The groundwater is of very high quality so that the city of Christchurch (population approx. 400,000) supplies untreated artesian water to the majority of households and businesses. Both earthquakes caused immediate hydrological effects, the most dramatic of which was the liquefaction of sediments and the release of shallow groundwater containing a fine grey silt-sand material. The liquefaction that occurred fitted within the empirical relationship between distance from epicentre and magnitude of quake described by Montgomery et al. (2003). . It appears that liquefaction resulted in development of discontinuities in confining layers. In some cases these appear to have been maintained by artesian pressure and continuing flow, and the springs are continuing to flow even now. In spring-fed streams there was an increase in flow that lasted for several days and in some cases flows remained high for several months afterwards although this could be linked to a very wet winter prior to the September earthquake. Analysis of the slope of baseflow recession for a spring-fed stream before and after the September earthquake shows no change, indicating no substantial change in the aquifer structure that feeds this stream.A complicating factor for consideration of river flows was that in some places the liquefaction of shallow sediments led to lateral spreading of river banks. The lateral spread lessened the channel cross section so water levels rose although the flow might not have risen accordingly. Groundwater level peaks moved both up and down, depending on the location of wells. Groundwater level changes for the two earthquakes were strongly related to the proximity to the epicentre. The February 2011 earthquake resulted in significantly larger groundwater level changes in eastern Christchurch than occurred in September 2010. In a well of similar distance from both epicentres the two events resulted in a similar sized increase in water level but the slightly slower rate of increase and the markedly slower recession recorded in the February event suggests that the well may have been partially blocked by sediment flowing into the well at depth. The effects of the February earthquake were more localised and in the area to the west of Christchurch it was the earlier earthquake that had greater impact. Many of the recorded responses have been compromised, or complicated, by damage or clogging and further inspections will need to be carried out to allow a more definitive interpretation. Nevertheless, it is reasonable to provisionally conclude that there is no clear evidence of significant change in aquifer pressures or properties. The different response of groundwater to earthquakes across the Canterbury Plains is the subject of a new research project about to start that uses the information to improve groundwater characterisation for the region. Montgomery D.R., Greenberg H.M., Smith D.T. (2003) Stream flow response to the Nisqually earthquake. Earth & Planetary Science Letters 209 19-28.

• 설비공학논문집
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• 제28권6호
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• pp.256-268
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• 2016

This article reviews the papers published in the Korean Journal of Air-Conditioning and Refrigeration Engineering during 2015. It is intended to understand the status of current research in the areas of heating, cooling, ventilation, sanitation, and indoor environments of buildings and plant facilities. Conclusions are as follows. (1) The research works on the thermal and fluid engineering were carried out in the areas of flow, heat and mass transfer, cooling and heating, and air-conditioning, the renewable energy system and the flow inside building rooms. Research issues dealing with air-conditioning machines and fire and exhausting smoke were reduced. CFD seems to be spreading to more research areas. (2) Research works on heat transfer area were carried out in the categories of heat transfer characteristics, pool boiling and condensing heat transfer and industrial heat exchangers. Researches on heat transfer characteristics included the economic analysis of GHG emission, micro channel heat exchanger, effect of rib angle on thermal performance, the airside performance of fin-and-tube heat exchangers, theoretical analysis of a rotary heat exchanger, heat exchanger in a cryogenic environment, the performance of a cross-flow-type, indirect evaporative cooler made of paper/plastic film. In the area of pool boiling and condensing, the bubble jet loop heat pipe was studied. In the area of industrial heat exchangers, researches were performed on fin-tube heat exchanger, KSTAR PFC and vacuum vessel at baking phase, the performance of small-sized dehumidification rotor, design of gas-injection port of an asymmetric scroll compressor, effect of slot discharge-angle change on exhaust efficiency of range hood system with air curtain. (3) In the field of refrigeration, various studies were carried in the categories of refrigeration cycle, alternative refrigeration/energy system, system control. In the refrigeration cycle category, a cold-climate heat pump system, $CO_2$ cascade systems, ejector cycles and a PCM-based continuous heating system were investigated. In the alternative refrigeration/energy system category, a polymer adsorption heat pump, an alcohol absorption heat pump and a desiccant-based hybrid refrigeration system were investigated. In the system control category, turbo-refrigerator capacity controls and an absorption chiller fault diagnostics were investigated. (4) In building mechanical system research fields, eighteen studies were reported for achieving effective design of the mechanical systems, and also for maximizing the energy efficiency of buildings. The topics of the studies included energy performance, HVAC system, ventilation, and renewable energies, piping in the buildings. Proposed designs, performance tests using numerical methods and experiments provide useful information and key data which can improve the energy efficiency of the buildings. (5) The field of architectural environment was mostly focused on indoor environment and building energy. The main researches of indoor environment were related to the user and location awareness technology applied dimming lighting control system, the lighting performance evaluation for light-shelves, the improvement evaluation of air quality through analysis of ventilation efficiency and the evaluation of airtightness of sliding and LS window systems. The subjects of building energy were worked on the energy saving estimation of existing buildings, the developing model to predict heating energy usage in domestic city area and the performance evaluation of cooling applied with economizer control. The studies were also performed related to the experimental measurement of weight variation and thermal conductivity in polyurethane foam, the development of flame spread prevention system for sandwich panels, the utilization of heat from waste-incineration facility in large-scale horticultural facilities.

• 벤처창업연구
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• 제13권6호
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• pp.1-14
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• 2018

명품에 대한 관심과 소비가 점차 대중화되면서 명품시장은 급성장하고 있다. 소비자들은 명품을 구매하고 사용함으로써 물질적인 풍요와 함께 심리적인 만족을 얻을 수 있다. 또한 기업의 입장에서는 명품은 가격 비탄력적인 특성을 가지고 있어 가격 프리미엄을 누릴 수 있고 양호한 성과를 산출하는데 유리하므로 명품성 확보방안에 많은 관심을 기울여야 할 것이다. 본 연구는 선행연구를 기반으로 명품성을 '다른 제품과 차별적으로 명품을 인식하게 만드는 제품의 속성으로서, 소비자의 구매행동에 중요한 동기를 부여하는 상황적 혜택을 제공하는 요인'으로 정의하고, 한국 중소기업의 브랜드 명품성 구축방안을 살펴보았다. 구체적으로는 명품산업의 세계시장과 한국시장 현황을 알아보고, 기존연구들과 관련문헌을 조사하여 명품성의 구성요소를 규명하였으며, 이론적 근거를 바탕으로 연구모형을 설계하여 마케팅 믹스를 활용한 한국 중소기업의 브랜드 명품성 구축방법을 제시하였다. 명품성의 하위차원은 기존연구들의 문제점을 감안하여 제품관련 속성여부와 소비자가 얻는 혜택여부에 따라 규명하였다. 제품관련 명품성은 우월성 (기능적 혜택)과 희소성(경험적 혜택)으로 구분하고, 비제품관련 명품성은 차별성 (상징적 혜택)과 전통성 (배타적 혜택)으로 구분하였다. 브랜드 명품성 구축방안은 다음과 같다. 첫째, 제품요인을 이용하는 것이다. 높은 품질, 우수한 디자인, 인지도가 높으면서 강력하고 호의적이며 독특한 연상의 브랜드를 통해 명품성을 제고할 수 있다. 둘째, 가격요인을 이용하는 것이다. 소비자들은 명품을 고가품으로 인식하는 경향이 있으므로 제품의 가격을 너무 낮게 책정하는 것은 명품성을 훼손할 수 있다. 셋째, 유통요인을 이용하는 것이다. 제한적인 유통 채널을 통해 소비자에게 명품성의 차별성과 희소성을 지각시키는 것이 효과적이다. 또한, 명품브랜드에 적합한 매장 분위기를 조성하여야 한다. 넷째, 촉진요인을 이용하는 것이다. 소비자가 광고에 많이 노출될수록 명품브랜드에 대해 호의적의 태도를 형성하여 명품성을 높게 지각한다. 가격촉진은 소비자의 명품성 지각에 부정적 영향을 미친다. 다섯째, 기업속성을 이용하는 것이다. 제품에 대한 소비자의 평가는 제품속성뿐만 아니라 그 제품을 둘러싼 기업연상이나 기업이미지에 영향을 받는다. 기존연구를 참고하면 높은 기업역량, 양호한 기업평판을 통해 명품성을 제고할 수 있다. 기업역량을 높이기 위해서는 지식창출능력과 연계하여 다차원적으로 접근하면 유용한 시사점을 얻을 수 있다. 기업평판에 있어서는 외부 이해관계자들의 평판도 중요하지만 이에 못지않게 내부구성원들의 평판도 중요하다. 한국의 중소기업들은 본 연구결과를 활용하여 상황에 따라 개별적인 마케팅전략을 수립하거나 혹은 믹스 (통합)한 마케팅전략을 수립하여 추진함으로써 브랜드의 명품성을 구축할 수 있을 것이다.

• 한국지식정보기술학회논문지
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• 제13권1호
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• pp.11-23
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• 2018

본 연구에서는 스마트폰의 확산에 가장 주요한 요인이며 다양한 기능성 편의를 제공하는 앱을 구매하는 채널인 앱 마켓을 선택하는 요인을 합리적인 선택 이론 관점을 도입하여 실증적으로 밝혀내었다. 281건의 설문 결과 분석을 통해, 이익의 관점에서 사용편의성과 구조적 보장이 앱 마켓 선택에 유의미한 영향을 주는 것으로 검증 되었다. 반면, 고객신뢰, 정보 품질, 마켓 이미지는 앱마켓 선택에 유의미한 영향을 주지 못하는 것으로 파악되었다. 특히, 국내 앱마켓 플랫폼 제공자(KT, LG U+)의 경우, 해외 앱마켓 플랫폼사업자(구글)에 비해, 고객센터 운용, 피해보상 규정 등 구조적 보장 측면에서 우위에 있는 것으로 보인다. 하지만, 구글 앱 마켓의 경우는 모든 안드로이드 폰에 사전 설치되어 통신사 별로 타 앱마켓을 이용하기 위해 추가적으로 설치해야하는 불편함이 없어 국내 제공자보다 사용자 편의성에서 우위에 있다고 판단된다. 이는 국내 앱마켓 플랫폼사업자에게만 불리하게 작용하고 있어, 정책적 해결점 마련이 필요하다. 사업자비용의 관점에서는 금전적인 전환 비용과 비금전적인 전환 비용 모두 앱 마켓 선택에 유의미한 영향을 주는 것으로 나타났다. 특히, 비금전적인 전환 비용은 국내 앱마켓 플랫폼사업자에게 부정적인 영향을 주는 것으로 나타났다. 이는 국내 앱마켓의 서비스 기대 수준이 낮다고 인식되어 있고, 신규 사용자가 사용하기 위해 회원 가입 등 소요되는 시간적 비용요소가 크다고 인지되어 있다고 설명될 수 있다. 국내 앱 마켓 사업의 활성화를 위해 개선이 필요한 항목으로 보인다. 본 연구를 통해 기존 대부분의 연구들이 앱 선택 요인에만 집중되었다는 한계를 극복하고 앱 마켓 선택 요인을 밝혀내었다는데 본 연구의 의의가 있다고 볼 수 있겠다.

• 한국해양학회지:바다
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• 제14권4호
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• pp.213-228
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• 2009

본 연구는 국내의 대표적 굴 양식지인 거제한산만에서 저서동물군집의 시 공간적 분포 및 구조적 변화를 파악하고자 수행되었다. 현장 조사를 위해 굴 양식지와 비양식지를 포함하는 총 15개 정점을 선정하였으며 2008년 2월부터 11월까지 계절별로 저서환경과 대형저서동물군집에 대한 조사를 수행하였다. 표층퇴적물은 평균입도 $9.0\;{\Phi}$ 전후의 극세립실트로 구성되었으며 총유기탄소는 평균 1.9%이었다. 용존산소농도의 평균은 8.1 mg/L이었으며 사계절 중 가장 낮은 값은 보인 8월에는 해역 수질환경기준 II등급에 해당하는 농도가 관찰되었다. 저서동물군집의 총 종수는 351종, 평균 개체밀도는 3,675 개체/$m^2$ 이었으며 두 가지 변수에서 모두 다모류가 가장 우세한 동물군이었다. 출현종수와 개체밀도는 시 공간적으로 크게 변하였으며 계절적으로는 5월에 그리고 공간적으로 내만역 보다는 수로역에서 높은 값을 보였다. 주요 우점종은 Lumbrineris longifolia(21.3%), Aphelochaeta monilaris(17.8%) 그리고 Ericthonius pugnax(6.1%) 등으로 모두 유기물이 풍부한 해역을 대표하는 종들이었다. 다변량분석 결과, 전체군집은 내만역과 수로역으로 구분되었다. 전체군집의 시 공간적 변화와 가장 밀접한 상관성을 보인 환경요인은 총유기탄소와 산휘발성황화물이었다. 저서동물군집 구조와 주요환경요인의 특성은 거제한산만에서 유기물 오염의 징후가 있음을 의심하게 하였으며 그러한 현상은 특히 내만역의 굴 양식지에서 뚜렷하였다.

• 농촌의학ㆍ지역보건
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• 제1권1호
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• pp.5-9
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• 1976

The categories of national health problems may be mainly divided into health promotion, problems of diseases, and population-economic problems which are indirectly related to health. Of them, the problems of diseases will be exclusively dealt with this speech. Rurality and Disease Problems There are many differences between rural and urban areas. In general, indicators of rurality are small size of towns, dispersion of the population, remoteness from urban centers, inadequacy of public transportation, poor communication, inadequate sanitation, poor housing, poverty, little education lack of health personnels and facilities, and in-accessibility to health services. The influence of such conditions creates, directly or indirectly, many problems of diseases in the rural areas. Those art the occurrence of preventable diseases, deterioration and prolongation of illness due to loss of chance to get early treatment, decreased or prolonged labour force loss, unnecessary death, doubling of medical cost, and economic loss. Some Considerations of Innovative Approach The followings art some considerations of innovative approaches to the problems of diseases in the rural Korea. 1. It would be essential goal of the innovative approaches that the damage and economic loss due to diseases will be maintained to minimum level by minimizing the absolute amount of the diseases, and by moderating the fee for medical cares. The goal of the minimization of the disease amount may be achieved by preventive services and early treatment, and the goal of moderating the medical fee may be achieved by lowering the prime cost and by adjusting the medical fees to reasonable level. 2. Community health service or community medicine will be adopted as a innovative means to disease problems. In this case, a community is defined as an unit area where supply and utilization of primary service activities can be accomplished within a day. The essential nature o the community health service should be such activities as health promotion, preventive measures, medical care, and rehabilitation performing efficiently through the organized efforts of the residents in a community. Each service activity should cover all members of the residents in a community in its plan and performance. The cooperation of the community peoples in one of the essential elements for success of the service program, The motivations of their cooperative mood may be activated through several ways: when the participation of the residents in service program of especially the direct participation of organized cooperation of the area leaders art achieved through a means of health education: when the residents get actual experience of having received the benefit of good quality services; and when the health personnels being armed with an idealism that they art working in the areas to help health problems of the residents, maintain good human relationships with them. For the success of a community health service program, a personnel who is in charge of leadership and has an able, a sincere and a steady characters seems to be required in a community. The government should lead and support the community health service programs of the nation under the basis of results appeared in the demonstrative programs so as to be carried out the programs efficiently. Moss of the health problems may be treated properly in the community levels through suitable community health service programs but there might be some problems which art beyond their abilities to be dealt with. To solve such problems each community health service program should be under the referral systems which are connected with health centers, hospitals, and so forth. 3. An approach should be intensively groped to have a physician in each community. The shortage of physicians in rural areas is world-wide problem and so is the Korean situation. In the past the government has initiated a system of area-limited physician, coercion, and a small scale of scholarship program with unsatisfactory results. But there might be ways of achieving the goal by intervice, broadened, and continuous approaches. There will be several ways of approach to motivate the physicians to be settled in a rural community. They are, for examples, to expos the students to the community health service programs during training, to be run community health service programs by every health or medical schools and other main medical facilities, communication activities and advertisement, desire of community peoples to invite a physician, scholarship program, payment of satisfactory level, fulfilment of military obligation in case of a future draft, economic growth and development of rural communities, sufficiency of health and medical facilities, provision of proper medical care system, coercion, and so forth. And, hopefully, more useful reference data on the motivations may be available when a survey be conducted to the physicians who are presently engaging in the rural community levels. 4. In communities where the availability of a physician is difficult, a trial to use physician extenders, under certain conditions, may be considered. The reason is that it would be beneficial for the health of the residents to give them the remedies of primary medical care through the extenders rather than to leave their medical problems out of management. The followings are the conditions to be considered when the physician extenders are used: their positions will be prescribed as a temporary one instead of permanent one so as to allow easy replacement of the position with a physician applicant; the extender will be under periodic direction and supervision of a physician, and also referral channel will be provided: legal constraints will be placed upon the extenders primary care practice, and the physician extenders will used only under the public medical care system. 5. For the balanced health care delivery, a greater investment to the rural areas is needed to compensate weak points of a rurality. The characteristics of a rurality has been already mentioned. The objective of balanced service for rural communities to level up that of urban areas will be hard to achieve without greater efforts and supports. For example, rural communities need mobile powers more than urban areas, communication network is extremely necessary at health delivery facilities in rural areas as well as the need of urban areas, health and medical facilities in rural areas should be provided more substantially than those of urban areas to minimize, in a sense, the amount of patient consultation and request of laboratory specimens through referral system of which procedures are more troublesome in rural areas, and more intensive control measures against communicable diseases are needed in rural areas where greater numbers of cases are occurred under the poor sanitary conditions.

• 마케팅과학연구
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• 제20권2호
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• pp.188-198
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• 2010

此研究旨在考察负口碑(即NWOM)对在线行销的影响, 着重分析服务失败的描述以及通信服务商的意向是如何影响消费者对企业竞争力的评估, 对企业的态度, 以及积极的口碑行销和行为意向. 对通信说服力的研究着重于 "谁说了什么; 对谁;通过何渠道;有何影响(Chiu 2007)". 在此我们研究了电子网络发布, 尤其是 "什么" 的两个方面: 通信服务失败的等级以及个人发布的知觉意向. 电子负口碑看似正在毁掉产品或企业的声誉, 这也就不难理解为什么人们总对它带有偏见, 认为其不可靠. 根据归因理论, 人们总会寻求事件的原因, 尤其是那些消极的意外的事件(Weiner 2006). Hennig-Thurau和Walsh (2003)提出 "既然读者的知识和对在线信息的作者信任度都很有限, 可以把电子口碑当做是表达-行为关系的有效调节. 此据此我们提出以下假设: 假设1. 在衡量(a)企业竞争力, (b)人们对企业的态度, (c)积极的口碑, 以及(d)行为意向时, 面临高等级服务失败电子负口碑的对象得分低于面临低等级服务失败电子负口碑的对象. 假设2. 在衡量(a)企业竞争力, (b)人们对企业的态度, (c)积极的口碑, 以及(d)行为意向时, 面临警告意向电子负口碑的对象得分低于面临报复意向电子负口碑的对象假设3. 在电子负口碑中, 服务失败的等级和知觉意向互相影响, 因此在衡量(a)企业竞争力, (b)人们对企业的态度, (c)积极的口碑, 以及(d)行为意向时, 警告意向的电子负口碑的平均反应值大于报复意向的电子负口碑. 主要研究包括一个2 (服务失败的严重性) x 2(警告意向VS报复意向的负口碑)的析因实验. 将通过模拟的在线网络发布信息刺激在线对象. 这一方案描述的服务失败是在传统的零售机构不接受礼物卡, 通过一家在线的研究公司从全国抽样. 共有113个对象参与此研究, 共分析了104份调查问卷. 研究对象认为该方案很现实, 92.3%对此反应强烈. 方案的运作相当令人满意, 所有的措施都经预先的测试验证, 各个项目也经分析证实可靠并有效. 多变量方差分析结果显示多变量间无明显的互相影响, 因此我们只研究主要影响-后倾向和服务失败的严重性. 后倾向主要影响对企业的态度, 积极的口碑和行为意向. 服务失败的严重性主要影响4个因变量: 企业的竞争力, 对企业的态度, 积极的口碑和行为意向. 需特别指出的是, 当电子负口碑描述为严重的服务失败时, 企业的竞争力低于电子负口碑描述为较轻的服务失败时. 当电子负口碑描述为严重的服务失败时, 对企业的态度差于电子负口碑描述为较轻的服务失败时. 当电子负口碑描述为严重的服务失败时, 企业的口碑差于电子负口碑描述为较轻的服务失败时. 当电子负口碑描述为严重的服务失败时, 行为意向低于电子负口碑描述为较轻的服务失败时. 因此, 假设1中的abcd都得到了支持. 另外, 衡量对企业的态度时, 警告意向的电子负口碑得分低于报复意向的电子负口碑. 衡量企业的口碑时, 警告意向的电子负口碑得分低于报复意向的电子负口碑. 衡量行为意向时, 警告意向的电子负口碑得分低于报复意向的电子负口碑. 因此与假设2中的a项不符, 尽管结果指向的是假设方向. 除此之外, 在假设的三个变量中, 后倾向对服务失败的严重性无明显的多变量或单变量影响. 因此, 假设3被推翻. 此研究有研究和管理的双重蕴涵, 如之前的研究一样, 此研究结果证实了服务失败的严重性影响消费者知觉, 态度, 积极的口碑以及行为意向(Weun et al. 2004). 关于进一步的相关性, 在线内容证实了该反应, 这意味着企业需要努力进行服务补救. 至于电子负口碑的知觉意向, 如之前的研究一样, 此研究结果意味着读者对原始资料的意向影响其对知觉, 态度, 积极口碑和行为意向的作用大小. 对管理者的蕴涵在于, 当消费者发现在线交流可靠且有影响力时, 不是所有的交流都同等重要. 电子口碑的好处在于它可以监测潜在的问题并提供纠正的可能性, 即使有潜在的危害.

• 지능정보연구
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• 제19권3호
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• pp.113-125
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• 2013

기업 경영에 있어서 고객의 소리(VOC)는 고객 만족도 향상 및 기업의사결정에 매우 중요한 정보이다. 이는 비단 기업뿐만 아니라 대고객, 대민원 업무를 처리하는 모든 조직에 있어서도 동일하다. 때문에 최근에는 기업뿐만 아니라 공공, 의료, 금융, 교육기관 등 거의 모든 조직이 VOC를 수집하여 활용하고 있다. 이러한 VOC는 방문, 전화, 우편, 인터넷게시판, SNS 등 다양한 채널을 통해 전달되지만, 막상 이를 제대로 활용하기는 쉽지 않다. 왜냐하면, 고객이 매우 감정적인 상태에서 고객의 주관적 의사를 음성 또는 문자로 표출하기 때문에 그 형식이나 내용이 정형화되어 있지 않고 저장하기도 어려우며 또한 저장하더라도 매우 방대한 분량의 비정형 데이터로 남기 때문이다. 본 연구는 이러한 비정형 VOC 데이터를 자동으로 분류하고 VOC의 유형과 극성을 판별할 수 있는 오피니언 마이닝 기반의 지능형 VOC 분석 시스템을 제안하였다. 또한 VOC 오피니언 분석의 기준이 되는 주제지향 감성사전 개발 프로세스와 각 단계를 구체적으로 제시하였다. 그리고 본 연구에서 제시한 시스템의 효용성을 검증하기 위하여 의료기관 홈페이지에서 수집한 4,300여건의 VOC 데이터를 이용하여 병원에 특화된 감성어휘와 감성극성값을 도출하여 감성사전을 구축하고 이를 통해 구현된 VOC분류 모형의 정확도를 비교하는 실험을 수행하였다. 그 결과 "칭찬, 친절함, 감사, 무사히, 잘해, 감동, 미소" 등의 어휘는 매우 높은 긍정 오피니언 값을 가지며, "퉁명, 뭡니까, 말하더군요, 무시하는" 등의 어휘들은 강한 부정의 극성값을 가지고 있음을 확인하였다. 또한 VOC의 오피니언 분류 임계값이 -0.50일 때 가장 높은 분류 예측정확도 77.8%를 검증함으로써 오피니언 마이닝 기반의 지능형 VOC 분석시스템의 유효성을 확인하였다. 그러므로 지능형 VOC 분석시스템을 통해 VOC의 실시간 자동 분류 및 대응 우선순위를 도출하여 고객 민원에 대해 신속히 대응한다면, VOC 전담 인력을 효율적으로 운용하면서도 고객 불만을 초기에 해소할 수 있는 긍정적 효과를 기대해 볼 수 있을 것이다. 또한 VOC 텍스트를 분석하고 활용할 수 있는 오피니언 마이닝 모형이라는 새로운 시도를 통해 향후 다양한 분석과 실용 프레임워크의 기틀을 제공할 수 있을 것으로 기대된다.