• 융합경영연구
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• 제9권2호
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• pp.45-55
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• 2021

Purpose: The purpose of this study is to investigate the theoretical basis for assessing the strategic increase in customer perception of service quality, justice, and relationship benefits. Especially in terms of increasing relationship commitment and customer loyalty in the medical service sector. Research design: Data were collected by questionnaires through specialized hospital services. Survey was conducted on patients who have been treated at a spine specialized hospital. Results: Research shows that service quality, justice, and relationship benefits have the greatest direct impact on relationship commitment, and relationship commitment has a strong direct impact on customer loyalty in the medical service organization. Conclusions: The effect of combination of core and voluntary service behavioral attributes such as service quality, justice and relationship benefits have the most positve impact on relationship commitment and customer loyalty. Administratively, this study contributes to understanding the role of service quality, justice, and relationship benefits in the medical service sector. The results showed that in order to induce service quality, justice and relationship benefits should be facilitated relationship commitment and customer loyalty enlarged.

• 한국병원경영학회지
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• 제7권1호
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• pp.64-87
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• 2002

The purpose of this study is aimed to grasp the factors, which may influence the harmonized organizational efficiency of the objects of hospital structure as well as its structural constituents of each departments of administration, nursing, and para-medical personnels, in order to provide basic data enable to contribute in the development of hospital. The survey data involved in the study was derived from 385 personnels working in 5 medium and small sized hospitals in Seoul area. The main finding of the study can be summarized as follows; 1. The organizational efficiency in accordance with the general characteristics of subjects in order of male, over 30 years of age, university graduates, long-term tenure and high position is higher, whereas, in as much as wage and well trained personnels in administration departments are higher, its organizational efficiency is higher in comparison with those of nursing and para-medical departments. 2. The organizational efficiency in accordance with satisfaction and the motive contributional factors is higher as much as the high satisfactory level in every departments in general. 3. The organizational efficiency in accordance with the factors of job characteristics is higher in as much as difficulty of the jobs is lesser, however there was not statically significance between administration and para-medical departments. In as much as the job circulation is intact, job standard level is higher and the more job responsibility the higher organizational efficiency, while the more workload and the more work feud resulted lower organizational efficiency. It was obvious that the higher professional expertise as well as the training and application level are improving the organizational efficiency. 4. The organizational efficiency in accordance with the factors of structural characteristics was higher in as much as the intercommunication was smooth and the structural formalization level are higher, however there was not statically significance between the participation level of decision making and the organizational efficiency. 5. In as much as higher educational level of over university graduates, management of organization and the job level are satisfied, the psychological motive contributional level is higher, while the lesser job difficulty, the smooth job performance, the higher level of professional expertise, the higher structural formalization level, the smooth intercommunication, have affected as major influence factors of the structural characteristics of organizational efficiency. 6. As the management of hospital organization, the job level and personal relation are satisfied or psychological motive is provided, especially when there are no difficult jobs or smooth job circulation and no job feud are prevailing, it was apparent that the organizational efficiency is improving accordingly. The nursing departments has high educational standard and is satisfied in the management and job level of hospital organization as there are no difficult jobs while the level of hospital's organizational formality is high and the intercommunication is smooth, which are improving the organizational efficiency. The para-medical departments is also satisfied the management and job level of hospital organization and it was apparent that the organizational efficiency is higher in as much as the level of job standardization is high and the intercommunication is smooth. As a result of this study, in order for improving the organizational efficiency of the medium and small sized hospitals, the management and job level as well as personal relation are preferably satisfied, whereas the level of job circulation, job responsibility, the expertise and formalization of organization, intercommunication and etc. should be satisfied, and, therefore, it is advisable to buildup discriminated organizational management and environment for different division on the basis above factors. Since this study is carried on several hospitals in Seoul area, there is a certain limit to generalize its result to all domestic hospitals, nevertheless the gallop poll was made by developing the questionnaires with reasonability and reliability. Especially, as the study was carried by analyzing the comparison of influence factors' difference of organizational efficiency in accordance with the divisional characteristics of the medium and small sized hospitals.

• 간호행정학회지
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• 제10권2호
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• pp.175-184
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• 2004

Purpose: The purpose of this study was to develop a nursing organization culture measurement tool and to test the validity and reliability of the tool. Method: This study conducted in three phases. In phase 1, theoretical framework choice, Phase 2, measurement items selection, Phase 3, testing of validity and reliability. In order to test validity and reliability of the measurement, data were collected from 915 nurses, working in the 22 hospitals with more 500 beds. The data obtatined were analyzed by SPSS-Win 10.0 program using percentages, Factor Analysis, Cronbach's alpha Coefficients. Result: As a result of the study, nursing organization culture measurement scale was consisted of 20 items, 4 factors. 4 factor explained 60.54% of the total variance, and the Cronbach's alpha of this scale was .8829. Conclusions: The Study supports the validity and reliability of the scales. Therefore, this scale can be effectively utilized for the evaluation of nursing organization culture in hospital setting.

• 간호행정학회지
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• 제19권3호
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• pp.372-381
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• 2013

Purpose: The purposes of this study were to analyze the mediating effects of empowerment, job stress, organizational commitment and relation-oriented nursing organization culture on turnover intention of clinical nurses. Methods: Participants selected for the final analysis were 382 nurses working in 4 general hospitals. Data were analyzed through descriptive statistics Pearson correlation analysis (SPSS/WIN 17.0), and Path analysis (AMOS 18.0). Results: The study results are as follows: relation-oriented nursing organizational culture had no direct effect but had an indirect effect on nurses' turnover intention through empowerment, job stress, and organizational commitment, while job stress and organizational commitment had direct effects on turnover intention. The results also showed that empowerment had strong effect on organizational commitment, but job stress had very weak effect. Empowerment had an effect on turnover intention. Conclusion: These results indicate that establishment of relation-oriented nursing organization culture is imperative if clinical nurses' turnover intention is to be decreased.

• 보건행정학회지
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• 제17권1호
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• pp.28-49
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• 2007

Organizational culture has been, by and large, regarded as one of the most significant factors to manage organizations. Especially the understanding of empowerment is pivotal, leading to explain organizational cultures. For hospital workers whose services are closely related to quality and performance of their hospitals, empowerment is now called upon more than ever before. This study is intended to investigate the relationship between organizational culture types and hospital workers' empowerment levels. The data were collected from 589 hospital workers at one university hospital and two general hospitals using the self reported questionnaire from Jan.9 to Jan.20 in 2004. The findings were as follows: 1. Empowerment levels were significantly different among the four organizational culture types. Developmental culture group showed the highest empowerment score(3.74), and next were group culture(3.64), rational culture(3.62), and hierarchial culture(3.46). 2. There was a significantly positive correlation between group culture and empowerment(r=.298, p<.000), between developmental culture and empowerment(r=.295, p<.000). But there was not a significantly correlation between hierarchial culture, and between rational culture. 3. According to the multiple regression analysis, self-esteem(${\beta}$=.417, p<.001), position (${\beta}$=-.190, p<.001), self-control(${\beta}$=.185, p<.001), and age(${\beta}$=.169, p<.01) were significant among general properties for organizational empowerment. As for organizational cultures, developmental culture(${\beta}$=.165, p<.001), group culture(${\beta}$=.099, p<.01), and rational culture (${\beta}$=.063, p<.05) were significant other than hierarchial culture. In conclusion, it is necessary to promote group culture and developmental culture to enhance hospital worker's empowerment level, and this article elucidates that understanding the organizational culture embedded in each organization is important for efficient management of organization.

• 간호행정학회지
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• 제16권4호
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• pp.488-496
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• 2010

Purpose: This study was done to explore the relationship in hospital nurses' of communication competence, communication types, and organizational commitment and to provide basic data for developing programs to improve internal communication and to promote nurses' commitment to their organizations. Methods: The participants included 316 nurses who worked in two general hospitals. The tools used for this study were the Global Interpersonal Communication Competence Scale (GICC) and Communication Satisfaction Questionnaire by Downs & Hazen (1981), revised by Seo (2002) and Mowday's tool (1979) for organizational commitment. Data were analyzed using SPSS/PC+12.0. Results: The mean score for communication competence was 3.46, and for organizational commitment, 3.19. For communication types, the mean score for formal communication was 3.18 and informal communication, 2.59. Communication competence had a positive relationship with formal communication (r=.32) and with informal communication (r=.16). Organizational commitment had a positive relationship with formal communication (r=.53), communication competence (r=.30), and informal communication (r=.27). Conclusion: The results indicate the necessity of developing programs to promote nurses' communication competence and also developing a system that will enrich active communication. Systematic and continuous training in communication is also highly recommended.

• 간호행정학회지
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• 제21권4호
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• pp.447-456
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• 2015

Purpose: The purpose of the study was to identify factors affecting the innovative behavior of general hospital professional staff. Methods: In the final analysis, the study focuses on the 442 structured questionnaires received from the professional staff (doctors, nurses, medical technicians, and administrative staff) of H Hospital, a public medical foundation. Data were collected from August 1 to 31, 2014. The SPSS/WIN 19.0 program was used for data analysis which included t-test, ANOVA, $Scheff\acute{e}$ test, Pearson correlation coefficients, and multiple regression analysis. Results: Multiple regression showed that factors affecting innovative behavior of hospital professional staff were conditional reward, innovation-oriented culture, education, and job (Adj $R^2=.317$). Conclusion: The results of this study suggest that it is necessary for the leader to demonstrate leadership with innovation and transaction in harmony to cultivate innovative behavior in hospital staff. Also, positive support and role in the hospital organization are fundamental to developing the strengths that each type of culture possess on the basis of the organizational culture of hospital, enabling hospital staff to exhibit their best voluntary innovative behavior.

• 간호행정학회지
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• 제15권4호
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• pp.581-592
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• 2009

Purpose: This study was designed to describe the nurses' knowledge and attitude about incidence reporting according to nursing organizational culture and organizational characteristics. Methods: The subjects of this study were 783 clinical nurses who were in A university hospital in Gyeonggi-Do. The data were collected from May, 20, 2009 to June, 2, 2009. The collected data were analyzed through descriptive methods, Pearson correlation coefficient, multiple regression in SPSS win(12.0). Results: Nurses' knowledge and attitude about incidence reporting were positively correlated with innovation oriented culture, relation oriented culture, and culture of patient safety. And among characteristics of nursing organization, communication, decision making, centralization were positively correlated with nurses' knowledge and attitude about incidence reporting. But the most correlated factor with nurses' knowledge and attitude about incidence reporting was culture of patient safety. Conclusions: The findings of this study suggest that to encourage reporting incidence, there must be a organizational approach, such as creating a culture of patient safety, active participating decision making, and communication.

• 간호행정학회지
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• 제13권3호
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• pp.293-301
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• 2007

Purpose: The purpose of the study was to identify the relationship among internal marketing, job stress, organizational commitment, and turnover intention in nursing organizations in Korea. Methods: One hundred eighty six nurses recruited from 6 general hospitals in South Korea. The data were collected by self-reporting questionnaires and analysed by the SPSS WIN 11.0 program using descriptive statistics, Pearson's correlation coefficients and stepwise multiple regression. Results: Nurses participated in the study reported medium levels of perceived internal marketing, job stress, organizational commitment, and turnover intention. Perceived internal marketing had significant negative correlation with job stress and turnover intention and significant positive correlation with organizational commitment. Employee's management philosophy was a significant predictor of job stress along with characteristics of hospital, and nurse's educational level ($R^2=$ .18). Working environment was a significant predictor of organizational commitment along with monthly income and job stress ($R^2=$ .31). Promotional strategies and communication style in the organization were significant predictors of turnover intention along with organizational commitment and job stress ($R^2=$ .31). Conclusions: This study suggest that future intervention study enhancing internal marketing would lead the positive changes in job stress, organizational commitment, and turnover intention.

• 간호행정학회지
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• 제10권4호
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• pp.473-484
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• 2004

Purpose: This study was performed to investigate the perception gap about the factor of nursing service quality and the hospital revisiting intend between consumers and providers. Method: The questionnaire was developed and distributed to 300 patients and 210 nurses at the three general hospitals in three provincial city, Korea. For data analysis, SPSS/PC program was used. Result: the 20 attributes of nursing service are perceived as satisfaction factors by consumers and the 14 attributes are by providers. No attributes is perceived as hygiene factor by consumers and providers. The gender of consumers' demographic characteristics has a significant difference and don't have affection for hospital revisiting intent, and the position and education level of providers' demographic characteristics have a significant difference and explain 4.5% of hospital revisiting intent. The 12 attributes of nursing service by consumers and 3 attributes by providers correlate to hospital revisiting intent, and the only 'nurse's sincerely attitude' attribute in consumers and the only 'credible nursing service' attribute in providers explain of hospital revisiting intent. Conclusion: there are definitely perception gap between consumers and providers. So nursing organization have to recognize and try to overcome these perception gaps.