• 한국정보시스템학회지:정보시스템연구
• /
• 제16권3호
• /
• pp.69-90
• /
• 2007

Recently, Service Level Management(SLM) including SLA has been developing to manage the level of information systems service. Although previous SLA studies have provided the conceptual model and critical success factors, the studies have not tested the effectiveness of the SLA by way of the empirical study. In this study, we applied an innovation decision making theory to our model and tested an empirical study using of a firm survey data. We suggested a SLM model, which consists of SLA planning, application, management dimensions. We found that the SLM's management stage has an impact on performance, whereas SLM's planning and application has not. At each sub dimensional analysis, there are found that adequate SLA indicators in the application stage influences performance and change management and feedback & reporting in the management stage influence performance.

• 한국식생활문화학회지
• /
• 제24권1호
• /
• pp.58-68
• /
• 2009

This study examines the impact of the perception that employees of contract foodservice management companies have of internal marketing on service quality. Questionnaires were delivered to 291 employees employed in foodservice management companies. High perception item of internal marketing was 'value of formula education program' (3.36 points), whereas 'adequate allowance disbursement' (2.62 points) and 'various vacation benefits' (2.66 points) scored low. High service quality items for customers were 'kindness to customers' (3.89 points) and 'willingness to help customers' (3.89 points), whereas 'comprehension of customers' special requests' (3.63 point) and ['meeting customer expectations'] (3.64 points) scored low. The internal marketing conceived by employees of contract foodservice management companies has a positive influence on service quality. The most influential internal marketing variable to affect service quality was 'communication' followed by 'education/environment' and 'fringe benefits/[decisive] delegation'.

• 한국직업건강간호학회지
• /
• 제26권3호
• /
• pp.151-159
• /
• 2017

Purpose: The purpose of this study was to identify the effects of service orientation on the organizational commitment and management performance of public health center workers. Methods: A cross-sectional survey design was used. A convenience sample of 280 workers was recruited from six public health centers in J province, South Korea. Data were collected by self-report questionnaires, including general characteristics, service orientation, organizational commitment, and management performance. Data were analyzed with descriptive statistics, Pearson correlation coefficients, independent t-test, one-way ANOVA, and hierarchical regression using the SPSS 22.0 program. Results: The service orientations explained 34.1%of the variance in organizational commitment and explained 31.4% of the variance in management performance. The service orientation was a significant predictor of organizational commitment and management performance. Conclusion: The results of this study suggest that better strategies for service orientations will be helpful to enhance organizational commitment and management performance in the public health center.

• 한국농업기계학회:학술대회논문집
• /
• 한국농업기계학회 1993년도 Proceedings of International Conference for Agricultural Machinery and Process Engineering
• /
• pp.546-550
• /
• 1993

Three basic experiments in agricultural machinery management , strengthening the construction of socialized service system, facilitating the two-level management system in rural areas and carrying through the principle of " paid service ' are described and the main methods of strengthening agricultural machinery management are developed in this paper.aper.

• 품질경영학회지
• /
• 제27권4호
• /
• pp.1-19
• /
• 1999

This study examines the service quality management and the use of women employees for the productivity improvement in Korean service industry. Five service industries, bank, hotel, PCS(Personal Communication Service), department store, and hospital industry were chosen for this study. The results indicate that the five industries show different characteristics. It was found that department stores made the most effort to improve service quality among the five industries and that hospitals did the least effort. In the use of women employees, the proportion of women in service industry is much higher than that in the manufacturing industry, but the proportion of women in management level is still very low. Women employees do not feel high degree of sexual discrimination. But they feel unfairness in promotion and payment, and low degree of job satisfaction.

• 산업경영시스템학회지
• /
• 제35권3호
• /
• pp.148-154
• /
• 2012

The purpose of this study is to develop measurement items for quality cost in service industries. Quality cost is necessary in order to evaluate quality management activities. It is clear that the quality cost in service industry is different from manufacturing industry. Generally, in service industries, quality cost is very difficult to assess because it has a unique characteristics. This paper proposes an effective method for measuring quality cost in service industries. Based on the PAF (Prevention, Appraisal, Failure) cost model, we utilizes the concept of five demensions in SERVQUAL which are tangibles, reliability, responsiveness, assurance, empathy. This paper also presents to a standard model for quality cost measurement in service industries.

• 디지털산업정보학회논문지
• /
• 제7권2호
• /
• pp.173-183
• /
• 2011

The business is faced with the situation must improve a power in an increasingly competitive environment due to the recent rapid advance in information technology and the opening and expansion of global market, fast technological change, and various customer demand. The rapid change in information technology is having an effect on not only all the processes to develop products, but information contents that is provided for the purpose of customer value, and the appearance of products. In other words, the information technology is being recognized as a very important factor among other factors for companies to enhance their competitiveness. In addition, it is more efficient to focus on key factor to maintain the competitive advantage on the using of information technology by outsourcing information systems, rather than by operating the systems under their own. Since the global financial crisis, the long-term recession has been increasing companies who is ready to adopt outsourcing or adopted already. This study is to understand the environment and unique characteristics of outsourcing services and related industries focusing on information system operation and management in information outsourcing services, and is to set the concept needed through my theory that is connected to the service quality and customer satisfaction. A lot of business wiew the improvement of service quality and ensuring customer satisfaction as the major factors of business growth, and lots of ongoing studies have focused on service management in the Information outsourcing service industry. Yet few studies have ever concentrated on the quality of information system operation management service. This study, moreover, is to define the quality of service related with customer satisfaction from customer's viewpoint, measuring effects on customer satisfaction. The quality of outsourcing service on information system in this study is a great help to companies who are offering information outsourcing service, and company's managers and staffs who outsourcedto specialized company.

• 한국식생활문화학회지
• /
• 제25권2호
• /
• pp.189-197
• /
• 2010

This study, which took place in an Italian restaurant in Seoul, investigated the impact of meal duration on the evaluation of satisfaction and service quality, according to the service stages (order, cook, check) of a restaurant. Research procedures included two phases: during the first phase, data on expected-perceived meal duration, and service quality and satisfaction were collected by surveys, which were distributed at the restaurant. The second phase investigated the relationships among meal duration, customers' satisfaction, and service quality. T-tests and regression analyses were used to examine relationships between these variables. Results indicate that both failing to meet customers' expected meal duration, as well as the perceived meal duration could negatively impact the satisfaction and evaluation of service quality. The study confirmed that meal duration is indeed related to the responsiveness aspect of service quality. The important aspect of meal duration management is to improve service quality and satisfaction, which can lead to a restaurant's success. Therefore, understanding the relationships among meal duration, satisfaction, and service quality is a part of a good foundation for effective meal duration management.

• 보건의료산업학회지
• /
• 제13권4호
• /
• pp.9-17
• /
• 2019

Objectives: The purpose of this study is to explore the developmental direction of the hospital management field that contributes to the academic and practical development of the health care industry and to establish its identity by using the Korean Journal of Health Service Management. Methods: A total of 156 papers were analyzed from April 2007 to December 2018. Frequency analysis and descriptive statistics were performed using SPSS 25.0. Results: The volume of articles published in the hospital management field was decreasing and the ratio was relatively low due to the nature of the journal. The disposition of the papers in the hospital management field excessively focused on the organizational behavior field, and research in the management field that was difficult to access was decreasing. In addition, about 83% of the participants were drawn from hospitals. Conclusions: It is necessary to present guidelines for publication of theses so that a managerial approach can be made rather than an approach to industrial psychological theory verification.

• 대한안전경영과학회:학술대회논문집
• /
• 대한안전경영과학회 2007년도 추계학술대회
• /
• pp.469-474
• /
• 2007

This study presents service quality systems such as wedding ceremony service, postpartum care service, funeral home services, crematory services, cemetry and charnel grave services, and charnel house services. These service quality systems include process, infrastructure, and terminology.