• Journal of Information Technology Services
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• v.13 no.2
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• pp.219-250
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• 2014

Corporations look for their competitiveness in many different areas, and one of them is customer call center, which provides professional, special service to the customers. The importance and the value of realization of customer satisfaction at each call center have become significant as it plays a leading role and is responsible for customer recreation and follow-up services. This study held in-depth interviews with 3 groups of professional call representatives (categorized by experience) from popular property and life insurance companies in Korea who operate in and outbound calls. Three variables, emotional quotient, organizational citizenship behavior (OCB), and IT utilization skill, were selected and it was observed how these variables affect the job performance of in and outbound call center representatives. The importance of the relationship between the variables and the key factors in the future direction of improvement of the call center representative organization was analyzed. Emotional quotient refers to the ability to recognize and use the emotion of oneself and others. It was considered it would be effective in enhancing the counseling ability of call center representatives, This study identifies the effect of emotional quotient on job performance and organizational citizenship behavior, which is defined as actions outside of normative roles in the organization. Also, the study aims to prove the effect of emotional quotient on the rapidly developing IT utilization ability in relation to job performance. As a result, it was found that service career (3 months, 3 years, 10 years) had a significant effect on the key factors that affect the organization-emotional quotient, IT utilization skill, and OCB. Especially for OCB, it was considered relatively less important to the new employees, while it greatly affected the job performance, rate of settlement, and sustainment of the working life for those with longer experience. Also, the result of the interview for each variable differed by the service career. Emotional quotient, IT utilization skill, and OCB were close connection for the representatives with longer experience than for those with shorter experience. And the level of intimacy of their relationship with job performance was in proportion to the years of service. Thus, to secure stability for the call center representatives and enhance their job performance continually, the importance of emotional quotient and IT utilization skill shall be reflected in the operation process actively. In particular, in order to lead a organization with outstanding culture, a management system shall apply OCB from the recruitment process.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.5 no.1
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• pp.113-127
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• 2010

The purpose of this study is to develop and to verify an effect of a group counselling program for children who are in need of improving social skills and relationships. In order to meet this goal, the study procedure was employed as follows: First, the literature review of studies on childrens in social welfare institutions was implemented. Second, to analyze need of staffs in facilities and to specify the present condition of children, 100 staffs were participated in basic investigation. The result of investigation revealed that social skill development programs should be held in form of total 11~12 sessions once or twice in a week, with 50~60 minutes per session. Third, based on the literature review and current situation investigation results, a program for improving social skills and competencies of children was developed. To verify the program, two groups composed of elementary children who are fourth grade to sixth grade were organized. The groups were a experimental group which was provided with a group counselling program and a control group with no program. The program was composed of twelve sessions throughout six weeks, and the subjects took social skill test after taking the program to verify educational effects. T-test were implemented to analyze difference of the test results of two groups statistically. As a result of a research, following major two findings were specified: (1) experimental group showed significant difference in the score of self-assertion, cooperation, and self-control, which indicates that the program was effective for social skill improvement: (2) according to the test result, the self-assertion, cooperation, and self-control skills were clearly improved. In conclusion, the program turned out to be an effective and a positive educational device to enhance social skills of the children. The program developing model were suggested to improve social skills of children in the state of family devision based on the study findings. The follow-up future studies should elaborate program models for various-aged children and for children with various learning styles. Furthermore, qualitative study method should be employed which can specify social attitude change of children.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.18 no.4
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• pp.511-520
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• 2017

The purpose of this study was to investigate the effect of the outplacement service on the career decision-making self-efficacy of discharged soldiers after mid- to long-term service. The survey carried out for this research was on 557 male discharged solders living in the Seoul, Incheon, and Gyeonggi areas. The information was processed using frequency analysis, factor analysis, reliability measurement, independent sample t-test, one-way ANOVA analysis, correlation analysis, and multiple regression analysis by means of the SPSSWIN 22.0 program. The results of this study suggest that counseling, education and training affect only some sub-factors of the career decision self-efficacy. Administrative support positively affects the job information collection skill, goal setting skill, planning skill, and problem solving skill among the sub-factors of the career decision self-efficacy. Job activities support had no effect on the career decision self-efficacy.

• Journal of Home Health Care Nursing
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• v.10 no.2
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• pp.132-140
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• 2003

This study was to identify the utilization of home care service and home care nursing satisfaction for clients with cancer who had completed secondary and tertiary chemotherapy session. Raw data was collected by reviewing charts and questionnaire of 23 clients with cancer between September, 2002 and November 2002 at an university hospital located in Seoul. Korea. The result are as follows: 1. Characteristics in the use of home care: After applying for home care service, patients were visiting an average of 1.88 days later. The major purpose of using home care service was to help recovery after hospitalization or to maintain present health. The average period for home care service was 14.6 days, with 4 visits over this period, for 35.78 minutes per visit. 2. Content of home care service: A total of 47 items of service were provided - basic nursing care, education and counseling, and therapeutic nursing care. On every visit, an average of 19 items of home care service were provided, and the majority (7 items) were therapeutic nursing care. 3. Satisfaction with home care services: Satisfaction was very high, an average of 3.88 on a scale of 4 points. Both patients and families expressed high satisfaction with all sub-domains of nursing care: guidance by the home care nurses, knowledge, skill, attitude, interpersonal relationships, emotional support, and accessibility. In conclusion, home care served basic nursing care, teaching and counseling, and therapeutic nursing to clients with cancer going through secondary or tertiary chemotherapy. Therefore they changed knowledge and attitude to disease and treatment which were difficult to change.

• The Journal of the Convergence on Culture Technology
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• v.7 no.3
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• pp.1-6
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• 2021

The purpose of this study to understand the meaning of nursing through core basic nursing for nursing students before clinical practice. Participants of this study were analyzed through interviews after taking the core basic nursing skills class for 3rd graders who are currently enrolled in the Department of Nursing at M University. Seventeen students were enrolled in a K-city university as a third-year student who first performed core basic nursing skills. As a result of the study, it was derived into 3 categories and 19 thematic collections. The three categories included 1. meaning of help, 2. overcoming fear, and 3. opportunity to acquire nursing skills. The conclusion was that the first core basic nursing skills before clinical practice was a time to learn the true meaning of nursing through mutual help The difficulties were overcome with repeated practice, and the acquisition of newly learned nursing skills appeared as an effective process to experience with confidence. Therefore, it can be used as a useful basic data for counseling and guidance on the adaptation of nursing students to clinical practice, and it is expected that it will be used as a useful data for successful practice application counseling.

• Research in Community and Public Health Nursing
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• v.15 no.1
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• pp.56-66
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• 2004

Objectives: The purpose of this study was to verify a change for family nursing phenomena and satisfaction of clients of vulnerable families in an urban community. Methods: The study subjects were 711 families, randomly selected, who had chronic diseases(arthritis diabetes, stroke, hypertension, mental disease, cancer, dementia) with basic social welfare services from the nation and had disabled persons in an urban community, South Korea. The instruments used were the family nursing phenomena in Korea by ICNP and client satisfaction. Client satisfaction consisted of client satisfaction on home visiting nurses(4 Likert scales) and home visiting services(3 Likert scales). Results: The average visiting number is 3.82. The service number of education and counseling is 3.16, patient and symptom management 3.08, assessment and diagnosis 3.08, test 2.02, medication service 1.71회, dressing 1.01, referral to social welfare institute 1.00회, referral to medical service institute 0.21. In both, pre home visiting and post home visiting, the highest rated phenomenon was the 'lack of social support system' and following that 'deficit of financial management skill and support'. 'lack of family interaction in community', and 'social isolation' 'unhealthy life style' and 'inadequate care management of sick member', in that order. The percentages of phenomena besides 'deficit of financial management skill and support' decreased. The satisfaction level of clients towards the nurses was 3.27 points on a scale of 4, and the nursing services was 2.70 points on a scale of 3. Conclusion: Home visiting nursing services should continue to provide comprehensive healthcare services and support for vulnerable families, in urban communities.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.4
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• pp.2556-2563
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• 2015

This study aims to find out the employment effectiveness of employment preparation activities that college students experience, especially focused on analyzing employment effects of college employment-related activities such as career choice and employment support program, along with individual preparation activities such as qualification, vocational training, etc. It performed binary logistic regression analysis using 2011 Graduates Occupational Mobility Survey data of 3,249 college graduates. The results showed that In college characteristics, the higher grade point average was and the more college was located in non-metropolitan area, the higher employment probability was. In the case of major field, Medicine, Education, Engineering, Social Science, Natural science in highest first order had employment probability higher than the reference group. The results showed that the number of qualification, interview skill & resume description skill program participation, and job search experience before and after graduation among employment preparation activities had an effect on employment. The rest, that is, vocational training, career employment curriculum, work experience program, career counseling program, employment camp, in-school job experience, employment goal status before graduation did not have an direct effect on employment.

• Journal of the Korean Academy of Child and Adolescent Psychiatry
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• v.6 no.1
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• pp.100-108
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• 1995

The purpose of the present study was to examine whether Interpersonal Cognitive Problem Solving(ICPS) skill training would enhance interpersonal solving skills and behavioral adjustment of mildly mentally retarded adolescents in the junior and high school. The program used in the present study was shortened and adapted for mildly retarded adolescents from Shure and Spivack(1982) program which was developed to improve the adjustment of children in the intermediate grades 5-6. The subjects were 22 mildly retarded adolescents, and they were assigned to either the experimental(11) or the control group(11). The experimental group were given ICPS training 4 times a week over a period of 8 weeks with a total of 32 sessions in all. The results showed a significant improvement of alternative thinking and consequential thinking in the experimental group compared with the control group. With regard to behavioral ratings by the parents and teachers, there were no significant differences between the groups. The results indicated that the training was effective in increasing the ability to generate alternative solutions and to predict consequences, but the significant improvement of interpersonal cognitive problem solving skills did not lead to noticeable improvement in behavioral adjustment. It was suggested that a longer training period for over-learning, concomitant parent education program, and more behaviorally oriented social skill training combined with the cognitive approach would yield significant training effects, maintenance and transfer.

• Research in Community and Public Health Nursing
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• v.28 no.1
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• pp.55-68
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• 2017

Purpose: The purpose of this study is to develop and evaluate a joint health self-management program for knee osteoarthritis elders in communities. Methods: This program was developed based on the IMB (information-motivationbehavioral skills) model. The program methods include education, setting and achieving goals, sharing experiences, telephone counseling, and self-monitoring. The topics of the program include joint assessment, exercise, massage, joint protection, medication, depression management, diet, and healthcare approach. The research was conducted following the principles of the nonequivalent control group pretest-posttest design. Participants were 26 subjects in the experimental group, and 27 subjects in the control group. The experimental group participated in the self-management program, and the control group received general education. Results: Both post-test scores of personal motivation, social motivation, behavior skill, self-management behavior, joint pain, joint stiffness, physical function disability, right knee extension, left knee extension, and depression were significantly different between the experimental group and the control group. Conclusion: The results of the study can be used to develop and standardize a systematic joint health self-management program. Further research is highly recommended to develop a strategy to continuously facilitate self-management of osteoarthritis patients' procedures.

• Korean Journal of Health Education and Promotion
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• v.28 no.5
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• pp.105-116
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• 2011

Objectives: The aim of this study was to explore the influence of learning social integration and self-doubt on the suicidal ideation, and to test the mediating effect of self-doubt and the moderating effect of drinking on suicidal ideation. Methods: A cross-sectional survey was administered to a convenience sample of 1,000 freshmen in a university in S city. A total of 803 questionnaires were included in the statistical analysis. To analysed the data, Pearson correlation and structural equation modeling were performed. Results: In this study, self-doubt had a mediating effects in the path way from learning social integration to suicidal ideation. Drinking had a moderating effect between self-doubt and suicidal ideation. Conclusions: The results suggest that the low level of learning social integration increases the level of self-doubt and leads to suicidal ideation. Drinking was a significant moderator of suicidal ideation. Therefore, interventions on various strategies to enhance academic performance and social interaction skill, and to help to stop or not to initiate drinking habit are needed in the early part of the freshman year.