• 디지털융복합연구
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• 제13권1호
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• pp.163-176
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• 2015

공적불평행동에서 회사에 대한 직접 불평을 하고, 배상을 요구하는 경우가 빈번하게 나타나고 있는 현 상황에서 콜센터의 대응은 매우 중요한 시점이다. 본 연구의 목적은 콜센터의 서비스품질차원과 세부요인을 찾아내고, 서비스품질차원이 서비스회복, 고객충성도와 어떠한 관련성이 있는지를 연구하는 것이다. 불만족을 경험한 조사대상자 139명을 대상으로 콜센타 서비스품질과 고객충성도 관계성을 검증하기 위해서 가설과 연구모형을 설정하였다. 가설 검증 결과 3개의 콜센타 상담원 서비스 품질과 서비스 회복에 정에 영향을 미치는 것으로 나타났다. 서비스회복은 고객충성도에 정에 영향을 미치는 것으로 나타났다. 결과품질은 상담후의 고객한테 남는 결과물로서 고객의 입장에서 보면 콜센터 이용의 궁극적인 목적이라고 할 수 있으며, 조사 결과 콜센터 서비스품질 세 가지 차원 중 서비스회복에 미치는 영향력이 가장 큰 것으로 드러났다. 서비스회복과 고객충성도 간의 관계에서 서비스회복은 고객충성도에 유의한 영향을 미치는 것으로 나타났다. 콜센터에서는 서비스회복을 도모하고 고객의 고객만족도 및 충성도를 높이기 위하여 콜센터 서비스품질의 관리가 필요하다.

• 보건교육건강증진학회지
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• 제25권1호
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• pp.25-38
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• 2008

Objectives: This study identified the factors associated with successful smoking cessation for 6 months at a smoking-cessation clinic of a public health center in an urban area. Methods: The subjects of this study were 670 visitors to the smoking cessation clinic of Dongjak-Gu public health center in Seoul, from September 6, 2005 to March 24, 2006. The 274 visitors of them responded to the questionnaire with registration, which contained the information related to the study except that of registered card for the clinic. A dependent variable was success or failure in smoking cessation during the 6 month-smoking cessation program, measured the status of smoking cessation in each week by self-report. Independent variable included demographic information, the characteristics in using the clinic, health status and smoking related behaviour, exposure to other smokers in daily life and motivation. Multiple logistic regression model was used to find the factors associated with success of smoking cessation. Results: The success rate in smoking cessation for 6 months was 33.6%. Five pretreatment characteristics were identified as univariate predictors of continuous abstinence. Finally, age, job, and practice oriented motivation were associated significantly with the success of smoking cessation for 6 months from a multiple logistic regression analysis. The lower socio-economic smokers such as people having lower literacy level, lower income people, unskilled workers, and recipients by Medical Assistant Program were more likely to fail in continuous abstinence for 6 months. Conclusions: In order to increase the success rate in smoking cessation clinics of public centers, counselors should activate self confidence and practice oriented motivation of participants for smoking cessation.

• 보건교육건강증진학회지
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• 제26권3호
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• pp.97-110
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• 2009

Objectives: This study investigated Korean public's beliefs on helpfulness of various resources and preferred ways of addressing symptoms of mental health problems. Methods: A household survey was conducted on a stratified sample of adults aged between 18 and 74 (N=1,584). The participants were asked to provide their opinion on helpfulness of 39 resources for problems presented in the vignette, either depression(DEP) or schizophrenia(SPR). Descriptive statistics and factor analysis were conducted to summarize their opinion and to identify the underlying structure of beliefs about helpfulness of various resources. Results: Counselors/psychologists/social workers, family, psychiatrists, other therapists, and religious leaders were believed to be the most helpful. Methods that require one's initiatives marked percentages much higher than those of 'waiting to get better' or 'dealing with it alone'. The percentages for medications were lower than other methods in general, but higher than those of a western sample especially on antidepressants and anti-psychotics. Psycho/social approach was favored more for SPR than for DEP, and popular/cultural approach was favored much more for DEP than for SPR; physical/medical approach was strongly unfavored against DEP. Conclusion: Strategies need to be developed for utilizing various helpful resources to diversify modality of mental health services and facilitate referrals and gatekeeping. The differences in beliefs on helpfulness of various methods between DEP and SPR point to the need for problem-specific strategies.

• 한국콘텐츠학회논문지
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• 제17권9호
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• pp.418-425
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• 2017

본 연구는 청소년 상담 기관 조직의 조직원들의 의사소통능력 척도를 개발 타당화하는데 목적을 두었다. 연구 대상은 청소년 상담 복지센터에서 근무하는 상담자, 사회복지사, 관리자 등 131명이며, SPSS 12.0로 탐색적 요인분석과 이후 척도 타당화를 위한 상관관계분석, AMOS 20.0 프로그램을 사용하여 확인적 요인 분석을 실시하였다. 연구결과로 공식적 의사소통 능력 8문항과 비공식적 의사소통능력 8문항의 2요인으로 척도를 구성하고 타당화 하였다. 총 14문항에 대한 신뢰도는 내적 합치도를 통해 확보되었다. 본 척도의 타당도 확보를 위해 기존의 대인관계 의사소통 능력과의 상관관계 분석을 실시하였다. 본 연구에서 개발된 척도는 아동, 청소년 관련된 상담기관에서 의사소통과 관련된 연구를 진행하는데 도움이 될 것이라고 기대된다.

• Journal of Genetic Medicine
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• 제4권1호
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• pp.1-5
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• 2007

Unprecedented amount of genetic information being generated from the result of Human Genome Project (HGP) and advances in genetic research is already forcing changes in the paradigm of health and disease. The ultimate goal of genetic medicine is to use genetic information and technology to develop new ways of treatment or even prevention of the disease on an individual level for 'personalized medicine'. Genetics is play ing an increasingly important role in the diagnosis, monitoring and management of common multifactorial diseases in addition to rare single-gene disorders. While wide range of genetic testing have provided benefits to patients and family, uncertainties surrounding test interpretation, the current lack of available medical options for the diseases, and risks for discrimination and social stigmatization may remain to be resolved. However an increasing number of genetic tests are becoming commercially available, including direct to consumer genetic testing, yet public is often unaw are of their clinical and social implications. The personal nature of information generated by a genetic test, its power to affect major life decisions and family members, and its potential misuse raise important ethical considerations. Therefore appropriate genetic counseling is needed for patient to be informed with the benefits, limitations and risks of genetic tests, prior to informed consent for the tests. Physician also should be familiar with the legal and ethical issues involved in genetic testing to tell patients how w ell a particular genetic risk factor relates with likelihood of disease, and be able to provide appropriate genetic counseling. Genetic counseling become a mandatory requirement as global standard for many genetic testing such as prenatal diagnosis, presymtomatic DNA diagnostic tests and cancer susceptibility gene test for familial cancer syndrome. In oder to meet the challenge of genetic medicine of 21 century in korean health care system, professional education program and certification board for medical genetics specialist including non-MD genetic counselors should be addressed by medical society and regulatory policy of national health insurance reimbursement for genetic counseling to be in place to promote the implementation of clinical genetic service including genetic counseling for proper genetic testing.

• 융합정보논문지
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• 제11권10호
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• pp.84-92
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• 2021

본 연구는 성별에 따른 청소년의 스마트폰 사용의 문제적 경험과 관련된 요인을 파악하고자 시행되었다. 본 연구 대상자는 제13차(2017년) 청소년건강행태온라인조사에서 스마트폰 사용 문제적 경험 문항에 답한 남녀 청소년 54,603명이었다. 본 연구 자료는 SPSS 25.0 program를 이용하여 분석하였다. 본 연구 결과 남학생의 스마트폰 사용의 문제적 경험의 관련 요인은 학업성적, 경제수준, 고민을 상담해 주는 사람, 패스트푸드 섭취빈도, 우울, 자살사고, 자살계획, 행복, 주관적 신체상, 스트레스, 스마트폰 사용 시간이었다. 음주와 흡연은 여학생에게만 유의한 관련 요인으로 나타났고, 자살계획은 남학생에게서만 유의하게 나타났다. 그러므로 스마트폰 사용의 문제적 경험을 감소시키기 위해서는 성별에 따른 영향요인을 고려한 중재가 요구된다.

• 한국콘텐츠학회논문지
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• 제19권4호
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• pp.326-335
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• 2019

본 연구는 보호 청소년을 위한 교정프로그램으로써 일명 "길위학교"라는 프로그램에 참가한 동행자들의 경험에 대한 질적연구이다. 동행자는 교정프로그램 참가 청소년과 함께 걷는 사람을 일컫는다. 2014년부터 지금까지 총 6회가 진행되었으며, 프로그램 보고서에 수록된 동행자 소감문 46편의 사례에 대한 내용분석을 실시하였다. 분석한 결과 131개의 의미단위를 7개의 하위단위로 재구성하고, 이를 다시 최종 4개 영역으로 정의하였다. 특히 구성요소를 "보호 청소년을 이해", "동행자 시선의 긍정적 변화", "걷기 교정프로그램에 대한 의구심", "프로그램 효과성과 동행자의 중요성"으로 명명하였다. 일련의 연구를 통하여 보호 청소년 전문 동행자 양성, 교정프로그램 기간과 횟수와 참가인원 확대 등의 보호청소년 관련 교정프로그램 발전 방안 모색에 기대한다.

• 한국산학기술학회논문지
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• 제20권6호
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• pp.245-253
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• 2019

본 연구는 콜 센터 여성 상담사의 감정부조화와 삶의 만족도의 관계에서 진정성의 매개 효과를 검증해보고자하였다. 이를 위해 서울시 소재 공공기관의 콜 센터 여성상담사 197명을 대상으로 권혁기와 박봉규(2011)의 감정부조화 척도, Wood 등(2008)의 진정성 척도, Diener 등(1985)의 삶의 만족도 척도로 상관관계 분석, 다중 회귀분석을 실시하였고 매개효과 검증을 위해 sobel test를 실시하였다. 상관분석 결과, 감정부조화는 진정성과 삶의 만족도와 부적 상관관계를 보여 감정부조화를 경험할수록 진정성이 낮아 자신을 소외키시며 외부영향 수용에 대한 인식이 낮았고 진실한 삶과도 거리가 멀며, 자신의 삶에 대한 평가인 삶의 만족도도 낮았다. 감정부조화와 진정성, 삶의 만족감의 관계에서 진정성의 매개효과 검증 및 매개효과에 대한 유의성 검증 결과, 감정부조화와 삶의 만족도와의 관계에서는 진정성이 완전매개하는 것으로 나타났다. 즉, 콜 센터 여성상담사가 감정부조화를 경험할 때 이들을 위한 개입전략으로는 진정성(자기소외와 외부영향 수용을 낮추고, 진실한 삶을 높일 때)을 우선적으로 높임으로써 삶의 만족도 증진이 가능하다는 점을 시사해 주었다. 본 연구의 의의 및 후속연구에 대한 제안을 하였다.

• 한국IT서비스학회지
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• 제19권6호
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• pp.55-82
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• 2020

This study examined the factors that influence the turnover intention, job performance of call center representatives based on the adaptive structuration theory (AST). This study intended to empirically examine how individual characteristics of representative affect the technological and task adaptation, how they affect job performance and turnover intention. On the other hand, this study also explains how rational culture and organization a reputation which are considered as dimensions of organizational characteristics affects organizational commitment, and verifies the relationship between organizational commitment and job performance and turnover intention. Finally this paper aim to provide academic and practical implications. In order to solve the above research problems, this research proposed a model based on the adaptive structuration theory. In order to identify the relationship between the proposed variables and the AST for individual, we conducted an empirical test on the call center representatives. The structural equation model was used to verify the research model and hypotheses. The results of the empirical analysis show that the personal characteristics of counselors, such as communication skills, multitasking abilities, and innovativeness have a positive effect on skill adaptation, and skill adaptation has a positive effect on task adaptation, furthermore, it influences on job performance and turnover intention Respectively. In addition, among the factors of organizational environmental dimensions of the call center, it was found that organizational reputation not only increase continuance commitment but also increase normative commitment. Contrary to our expectations, perceived rational culture didn't have a positive effect on organizational commitment. Also, continuance commitment and normative commitment are valid predictors of job performance, but they have nothing to do with turnover intention. On the contrary, emotional commitment is the only one variable among three dimensions of organizational commitment have a positive effect on turnover intention, but is not a valid predictor of job performance.

• The Journal of Asian Finance, Economics and Business
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• 제9권8호
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• pp.19-27
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• 2022

Graduate well-being is foundational to academic success, and they are becoming more and more vulnerable. This is as they suffer from mental health challenges like anxiety and depression at rates six times higher than the general population. When the nature of their educational experience changes, such as when they had to stay in their homes during the COVID-19 pandemic, the stress on their mental health increases. The number of cases of emotional wellness among university students is considered a public health problem, but these young people often do not seek appropriate treatment. This study, therefore, aims to identify the influence of health behavior factors on graduate emotional wellness. This study used a questionnaire with a cross-sectional survey design. Questionnaires were distributed online to graduates from selected Private and Public Higher Education Institutions in Malaysia. The Partial Least Square Equation Model (PLS-SEM) was used to analyze the results of the study. Overall findings indicate that the health behavior factors have a significant influence on graduate emotional wellness. The findings from this study will benefit the management, academics, counselors, and other entities, including the Students' Representative Council, in identifying ways to improve services and upgrade the necessary facilities to enhance the graduate's emotional wellness.