• Safety and Health at Work
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• 제10권4호
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• pp.476-481
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• 2019

Background: Mystery shopping is a method in which a company monitors quality of service and employee conduct and compliance with regulations using an evaluator posing as a customer. It is a typical tool of customer-centered bureaucratic control insofar as it provides overall and standardized evaluation of intangible elements of customer service as well as physical elements of service environments. The purpose of this study is to examine how mystery shopping is related to the health status of service workers in South Korea. Methods: Data from semistructured interviews with 15 workers were collected from January to April 2019 to obtain information on service worker experiences with mystery shopping. Data were analyzed using the constant comparison method. Results: Mystery shopping limits worker autonomy and stiffens the workplace environment by standardizing and monitoring labor processes for service workers. In addition, mystery shopping heightens work stress through increased labor intensity. Five mechanisms by which mystery shopping affects service worker health are identified and comprise (1) multifaceted and multilayered surveillance, (2) evaluator subjectivity and irrational requirements, (3) standardized rules combined with high pressure to achieve sales, (4) self-esteem degradation because of evaluator results, and (5) musculoskeletal disorders because of strict adherence to labor processes based on evaluator results. Conclusion: Mystery shopping as an evaluation method should be reconsidered not only in terms of health problems but also in terms of organizational efficiency and issues of human rights.

• 유통과학연구
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• 제14권9호
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• pp.15-24
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• 2016

Purpose - Key account management is a supplier company initiated relational approach that has received great attention from both academics and practitioners manifested in the business-to-business relationship literatures. However, there is widespread debate and contention on what should be the underlying theoretical base for defining this vital part of relationship marketing. With the insights from the social exchange theory, present paper explores how social exchange affects the dynamic nature of key account management relationship at the organizational level. Research design, data, and methodology - The paper follows a comprehensive review approach to examine the relationship between social exchange theory and key account management approach. Conceptual arguments and findings are assessed across studies with the main objective of showing how social exchange theory develops the governance mechanism in maintaining the key account relationship. Results - Since relational norm is considered as a glue for the maintenance of buyer-seller relationship in social exchange theory, factors develop the non-contractual governance mechanism 'relationship' in business-to-business relationship and this norm replaces or supplements more formal governance mechanisms such as contracts are explored. Conclusions - This paper advances central relational norm to manage the company's most important key customers and demonstrates how this norm can be developed in buyer-seller key account relationship. Implications from this new perspective are forwarded.

• Asian Journal of Business Environment
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• 제11권1호
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• pp.27-37
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• 2021

Purpose: This article aims to provide a balanced understanding of the structural conditions and social processes involved in the creation and diffusion of innovation. Research design, data and methodology: Drawing on organizational and economic sociology and strategic management literature, this article offers a conceptual framework that highlights the two dimensions of network structures: the vertical dimension focusing on power and legitimacy vs. the horizontal dimension highlighting information value. By organizing the literature on the functions and consequences of network, this paper advances a theoretical perspective in understanding the vast array of empirical studies on innovation involving network analysis. Results: Using the proposed framework, this article explains how the mechanisms of power, legitimacy, and information value work together with social structural factors, thus enriching our understanding of innovation. This study reveals that the information mechanism (horizontal dimension) has been most important in innovation creation and diffusion, and that trust, credibility, and legitimacy are operative in innovation diffusion. Conclusions: This paper contributes to the literature by responding to calls to extend existing frameworks to better account for the dynamics between innovation and network. In addition, this article highlights how conceptualizing innovation within the horizontal-vertical dimensions of network structures, creates new opportunities for future research.

• 품질경영학회지
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• 제50권2호
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• pp.221-233
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• 2022

Purpose: This study investigates how the salespersons behave in coordinating the multiple communication channels during supplier integration (SI) for new product development (NPD), especially when their engineers directly collaborate with the buyer. Methods: This study conducted a qualitative study to explore the dynamics of the supplier's salespersons during SI for NPD. With the support of a consumer goods manufacturer (focal firm) in South Korea, we interviewed several managers, including purchasing and engineering, from the focal firm and salespersons from eight tier-1 suppliers of the focal firm. Results: The results found that the supplier's salespersons show two different behaviors toward managing and controlling the collaboration between their engineers and the buyer: (1) Process regulating behaviors that control the flows of information or communication between the engineers and the buyer, and (2) knowledge regulating behaviors that directly and indirectly support the engineers to be equipped with accurate and complete knowledge so that they can share the right knowledge with the buyer. Conclusion: This study contributes to academia and practitioners as follows. To academia, this study fill the gap in the literature by introducing the distinct behaviors of the supplier's salesperson in SI for NPD. To practitioner, in addition, our findings present coordination mechanisms to manage and control multiple communications within an inter-organizational collaboration.

• Asia pacific journal of information systems
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• 제19권1호
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• pp.83-111
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• 2009

Despite the growing emphasis on the importance of knowledge exchange among supply chain participants, few companies have fully exploited the knowledge resources held by their supply chain partners. Among many reasons for this phenomenon, recent literature on inter-firm knowledge exchange identifies knowledge complementarities between the supply channel partners as an important determinant of knowledge exchange. Firms participating in a supply chain are likely to exchange partners' complementary knowledge. In order to extract value from them, it is important to recognize the difference between the potential value and the implementation of this potential value. However, the literature fails to distinguish between potential knowledge complementarities and implemented knowledge complementarities. In order to realize the value of potential knowledge complementarities, knowledge should be exchanged and effectively integrated in the supply channel. Further, investigating inter-firm knowledge exchange from both partners' perspectives is important especially when there are interdependencies between the channel partners. The purpose of this research is to investigate the impact of potential knowledge complementarities on knowledge exchange in buyer-supplier relationships by looking at both partners' perspectives. This research also includes trust in partner's competence and inter-organizational information systems (IOIS) as they are relevant when the complementary knowledge flows between organizations. The data required for this field study was collected from 70 buyers and their suppliers in three multinational enterprises in two different industries (Automobile manufacturing and Telecommunication services) headquartered in Korea. The results indicate that potential knowledge complementarities between buyer and supplier do not directly influence knowledge exchange, but indirectly through trust in partner's competence. And the results indicate that competence-based trust and IOIS have direct effects on knowledge exchange. Empirical results also show that IOIS moderates the relationship between potential knowledge complementarities and knowledge exchange. This study is a first attempt to empirically verify the theoretical model about potential knowledge complementarities and to investigate the impact of potential knowledge complementarities on interfirm knowledge exchange. From a theoretical perspective, this study not only clarifies the distinction between potential knowledge complementarities and implemented knowledge complementarities, but also develops an instrument to measure the concept of potential knowledge complementarities in the context of operational and planning knowledge in a supply chain. Further, we develop a theoretical framework suggesting that potential knowledge complementarities of partners in a supply chain affect knowledge exchange directly and indirectly through competence-based trust. The findings from this study have some managerial implications for practicing managers as well. First, buyers should search for suppliers that have potential complementary knowledge, which can be integrated to create synergy through interfirm knowledge exchange. Furthermore, firms must develop mechanisms to identify potential complementary knowledge of partners. Second, firms should continue their endeavor to develop their own unique knowledge so that their knowledge can benefit the entire supply channel. Finally, trust among supply chain partners turns out to be an important factor for interfirm knowledge exchange. Therefore, effective management for engendering trustworthy buyer-supplier relationships should receive appropriate attention from managers.

• 정보관리연구
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• 제42권4호
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• pp.95-113
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• 2011

IT의 융합과 함께 시작된 새로운 천년을 맞이하면서 도서관 전문직은 새로운 변화에 적응하기 위해 지속적으로 기술개발과 평생학습을 위한 노력을 해야 하는 상황에 직면하고 있다. 이 논문은 인도의 도서관계에서 이러한 상황에서 실무와 교육을 위한 전문지식과 기술을 지속적으로 새로이 하기 위해 마련하고 있는 최신의 프로그램과 활동들을 분석하였다. 특히 이 논문에서는 인도가 가지고 있는 조직적인 인프라와 문헌정보학의 교육과 연구, 실무에 응용할 수 있는 새로운 분야들에 대해 집중적으로 살펴보았다. 이러한 프로그램과 이를 통해 얻은 잠재적인 능력들은 인도는 물론 서아시아를 포함한 인근국가의 프로그램개발과 인프라구축, 나아가서는 인력개발을 위한 협력에도 도움이 될 것이다.

• 경영정보학연구
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• 제10권3호
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• pp.65-87
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• 2008

지식경영은 조직의 지식 역량을 강화시킴으로써 궁극적으로 조직 경쟁력을 향상시키고자 하는 혁신 패러다임이다. 지식경영을 도입한 조직들은 조직의 지식 역량을 강화시키는 과정에서 나름대로 많은 어려움 들을 겪고 있으며 그 해결 방안을 찾기 위해 많은 노력을 기울이고 있다. 이러한 문제를 효과적으로 해결하기 위한 하나의 접근방법으로 지식경영과 인적자원개발 간의 연계를 고려할 수 있다. 본 연구에서는 지식경 영을 인적자원개발의 주요 영역인 역량 개발 및 경력 개발과 연계하여 운영한 두 개의 사례들을 소개하고, 이 사례들이 포함하고 있는 중요한 원리들을 보다 구조화된 형태로 정립한 모델을 제시하였다. 이 모델은 지식경영과 조직 구성원들의 역량 개발간의 시너지 효과가 창출되는 메커니즘을 제공하는 데 초점을 맞추고 있다. 본 연구의 사례와 모델은 조직의 역량 강화와 지식경영성과 향상에 유용하게 활용될 수 있을 것으로 기대된다.

• 한국의료질향상학회지
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• 제23권1호
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• pp.69-90
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• 2017

Purpose: The purpose of this study was to analyze the impact of healthcare accreditation and to provide empirical evidence to validate positive effectiveness. Methods:Six electronic databases (KERIS, KoreaMed, NDSL, Ovid-medline, Embase, Cochrane library) were accessed in May 2016. Keywords used were 'accreditation' and 'Joint Commission on Accreditation of Healthcare Organization (JCAHO)'. Of the initially identified 3,008 articles, 60 studies on healthcare accreditation were selected based on inclusion criteria that are hospital accreditation, accreditation by disease and clinical center accreditation. These were retrieved and analyzed. Result: The 60 study results were on the impact of healthcare accreditation. Results were classified into four perspectives of Balanced Score Card (Financial, Customer, Internal Process, Learning & Growth). In internal process perspective, results revealed that healthcare accreditation has made a positive impact on "care process and procedure". In learning & growth perspective, healthcare accreditation has made a positive influence on "leadership", "organizational cultures" and "change mechanisms". However, it revealed that healthcare accreditation does not directly affect financial performance. It is also difficult to reach a definitive conclusion that healthcare accreditation programs affect patient satisfaction of customer and clinical outcome of the internal process. Conclusion: Healthcare accreditation programs provide positive impact on change of care process and building communication-oriented hospital culture. However, more rigorous and diverse research is needed on financial effects and clinical outcomes of healthcare accreditation.

• 경영정보학연구
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• 제9권2호
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• pp.1-14
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• 2007

기업 간 관계를 관리하는 효과적인 거버넌스 구조(governance structure)는 기업 간 관계의 성공에 매우 중요한 역할을 한다. 특히 기업 간 관계가 국경을 초월한 해외에서 이루어질 때, 기업 간의 문제를 조정하기 위한 효과적인 거버넌스 구조의 역할은 더욱 중요성을 갖게 되는 것이다. 실제 해외에서 비즈니스 프로세스를 소싱(Sourcing)하고 있는 업체와 서비스 제공 업체들은 해외 소싱 성공을 위한 효과적인 거버넌스 구조에 대해 매우 중요하게 인식하고 있다. 하지만 이에 대한 실증적인 연구는 부재한 실정이다. 본 연구에서는 IT 집약적인 비즈니스 프로세스 소싱에 있어서 고객과 서비스 제공업체 사이의 지식이전이 BPO 성공에 중요한 역할을 한다고 보고, 이전되는 지식 유형에 적절하고 효과적인 거버넌스 구조에 대한 연구를 프랑스 회사들의 해외 소싱 사례를 통하여 수행하고자 한다.

• 디지털융복합연구
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• 제13권9호
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• pp.505-513
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• 2015

본 연구는 스포츠 산업융합을 주도할 수 있는 스포츠 융합기업의 활성화를 위한 제언을 목적으로 한다. 연구방법은 융합기업에 대한 문헌연구를 채택하였고 관련 법령 분석을 통해 향후 개선점에 대해 논의하였다. 분석결과 현재 스포츠 융합기업은 다양한 문제 상황에 직면하고 있다. 스포츠 산업의 융합 용이성에도 불구하고 실제로 스포츠 융합기업에 필요한 전문 인력부족, 전담 조직기구의 부재, R&D 지원 부족, 법제도적 미비 등을 제시할 수 있다. 이러한 문제점을 해결하기 위해서 다양한 지식과 창의력을 갖춘 전문 인력을 육성하고 스포츠 융합기업을 집중적으로 지원할 수 있는 기구의 설치 등이 요구된다. 결론적으로 스포츠 산업은 다른 산업에 비해 부가가치가 높고 융합 활동에 따른 경제적 파급효과도 유발할 수 있으므로 스포츠 융합기업 활성화를 위한 풍토를 적극적으로 조성해야 한다.