• Journal of the Korea Safety Management & Science
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• v.11 no.4
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• pp.127-137
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• 2009

The purpose of this study were to examine the effects of emotional dissonance on customer orientation and service delivery level, and to examine the mediating effects of the customer orientation. In order to verify the relationships and mediating effect, data were obtained from 199 nurses working in a general hospital in Changwon City were analyzed by using SPSS 12.0. and AMOS 5.0. The findings are as follows: Firstly, there was a negative relationship between emotional dissonance and customer orientation. Secondly, there was also a positive relationship between customer orientation and service delivery level. Thirdly, there was also a negative relationship between emotional dissonance and service delivery level. Finally, the customer orientation was a partial mediating effect on the relationship between emotional dissonance and service delivery level. Based on these findings, the implications and the limitations of the study were presented including some directions for future studies.

• Journal of the Korea Safety Management & Science
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• v.15 no.4
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• pp.145-152
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• 2013

The purpose of this study was to investigate the effect of risk awareness on injury experience in quick delivery service workers. Risk awareness has complicate characteristics such as its level of worker and worker's decision about the level of other's risk perception. Data were collected by interview survey with structured questionnaire about injury experience, risk perception, work characteristics, and socio-demographic characteristics of quick delivery service workers by cross sectional survey design in 2012. The sample size was 120 respondent of quick delivery service workers. Statistical method for this study was hierarchical logistic regression method with 3 different models using socio-demographic characteristics and work characteristics and risk perception, etc. The difference between the level of risk perception of quick delivery service and other's was statistically significant effect on the experience of injury. Especially the higher the level of risk perception of quick delivery service workers is than other's, the lower the injury experience of quick delivery service worker is. The limitation of this study can be found in survey design. The future study for investigation of mechanism of the combined effect of risk perception of quick delivery service workers and others on injury experience.

• Fashion & Textile Research Journal
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• v.13 no.4
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• pp.531-537
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• 2011

Employees of sales departments of apparel makers play an important role in the success of a fashion-related business because they provide service through the direct contact with customers. This research tests several hypothesized relationships between its determinants, such as job satisfaction and customer orientation, along with service delivery level. The subjects in this study were salespeople who worked at fashion stores in Yeosu and Sunchon. To measure the hypotheses, 200 questionnaires were handed out and 185 were collected. 163 questionnaires were used for the analysis, as 22 were found to be invalid. Frequency analysis, factor analysis, reliability analysis, and multiple regression techniques were used after coding and cleaning the data with the software SPSS 18.0. The result of this study are as follow. First, job satisfaction have a positive influence on employee's customer orientation. Second, job satisfaction have an effect on procedural and hospitable service delivery level. Third, it was found that the customer orientation have a significant impact on their procedural and hospitable service delivery level.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.25 no.4
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• pp.76-82
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• 2017

I studied existing research and thesis which are relating emotional labor, job-related stress, and service level to set up the structural model and potential factors that form this structural model. The result showed that emotional labor is affecting job-related stress, service delivery level and customer-oriented activities. And service delivery level is affecting customer-oriented activities under 95% confidence levels. Also from the analysis of group survey by working group, check-in agent's emotional labor is affecting on job-related stress, service delivery level and customer-oriented activities. And service level is affecting on customer-oriented activities. By the result of how emotional labor and customer-oriented activities are related, I strongly believe it contributed the study of emotional labor theory.

• Safety and Health at Work
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• v.9 no.4
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• pp.441-446
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• 2018

Background: The emotional labor performed by organization members affects psychological well-being at the individual level, which consequently affects results at the organizational level. Moreover, despite evidence that the customer orientation and service level of nurses greatly affect hospital management, studies that comprehensively analyze emotional labor, work burnout, and work engagement related to customer orientation and service level are lacking. This study investigated relationships and paths by designing a model of the effect of emotional labor performed by nurses on the level of service delivery and customer orientation. Methods: This survey-based study was based on a path analysis designed to verify a hypothesized model involving emotional labor performed by nurses, level of service delivery, customer orientation, work engagement, and burnout. Questionnaires were distributed to 378 nurses in general hospitals with more than 500 beds located in Seoul, Republic of Korea, between March 25 and April 8, 2013. Results: The results showed that deep acting and work engagement had direct and indirect effects on increasing the level of service delivery and customer orientation of nurses. However, surface acting had an indirect effect on reducing the level of service delivery and customer orientation. Conclusion: It would be more effective to develop interventions to enhance deep acting and work engagement than to attempt to reduce surface acting and work burnout in clinical nursing settings.

• The Journal of the Korea Contents Association
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• v.8 no.9
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• pp.251-258
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• 2008

Many approaches exist for studying travel service quality, employee's satisfaction, and traveler' satisfaction. Although tour conductor play an important role in travel service, there is a lack of research on how to conceptualize and measure tour conductor's role, role stress and service delivery level. So this paper presents a conceptual framework and research approach for examining the role conflict, ambiguity, overload, and service delivery level of tour conductor in group package and the impacts of role stress on service delivery level. Results indicate that there are significant affection on service delivery level of TC among the role conflict, ambiguity, and overload. For the most part, the role conflict and ambiguity more impacted on responsibility and empathy with service encounter, the role overload affected on professional and tangibles. In conclusion, the studies reported here highlight the importance of individual effort as well as organizational police in reducing strain and improving service delivery level.

• Journal of the Korean Society of Clothing and Textiles
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• v.34 no.8
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• pp.1290-1302
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• 2010

This study examines the effects of competency and service orientation of imported fashion luxury brands salespersons on the organizational commitment and service delivery level. Questionnaire data from 162 salespersons of imported fashion luxury brands were analyzed. The results were summarized as follows. First, self-management ability, professional executive ability, and the friendly attitude of six competency factors had significant effects on organizational commitment. Second, professional executive ability, self-management ability, and friendly attitude of the six competency factors had significant effects on service delivery level. Third, all factors of service orientation had significant influences on organizational commitment. Finally, special treatment/awareness of needs and instant response/communicative skill of three service orientation factors had significant influences on the service delivery level.

• Journal of Korean Society for Quality Management
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• v.50 no.3
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• pp.407-424
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• 2022

Purpose: This study examines the relationship between the environment, society, and governance (ESG) perception of service providers and service quality by considering job satisfaction as a mediator in the Korean parcel delivery context. Methods: This study uses a multi-level analysis by incorporating organizational and individual levels of analysis. It employs a survey method for measuring the ESG perception of parcel delivery persons and service quality ratings from the Korean government. A hierarch regression analysis with 241 responses was used to test hypotheses. Results: The results of this study provide evidence that the ESG perception, particularly its social dimension, of parcel delivery persons is positively associated with service quality. This study also finds the positive effect of the ESG perception on job satisfaction. However, the mediating effect of job satisfaction between the ESG perception and service quality was not confirmed. Conclusion: This study presents significant implications for scholars and practitioners. Parcel delivery companies should implement relevant ESG activities and communicate them with their service persons to improve delivery service quality. The ESG perception of employees plays a critical role in the moment of truth in parcel service delivery to enhance customer satisfaction and service quality.

• Journal of the Korean housing association
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• v.21 no.5
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• pp.63-72
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• 2010

The purpose of this study is to evaluate the performance of Housing Service Centers in terms of a new attempt made by NGOs and to then determine the implication of collaboration with lower level local governments in a housing welfare delivery system. The evaluation of the performance of the Housing Service Centers focused on three aspects: the performance outcomes for three years, comparative advantages to lower level local governments, and the vulnerability as an NGO. As a result of evaluating the outcome of Housing Service Centers and comparative advantages of Housing Service Centers to the local government, it is expected that a more effective housing welfare delivery system is able to be constructed when Housing Service Centers and lower level local governments collaborate. However, fiscal vulnerability of Housing Service Centers as NGO's will restrict the sustainability of the collaboration of both organizations. Therefore, as a conclusion, this study proposed that the governments should make use of Housing Service Centers as a public policy agency and projects should be based on a contract.

• KOREAN JOURNAL OF PACKAGING SCIENCE & TECHNOLOGY
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• v.21 no.2
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• pp.61-65
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• 2015

Agricultural products packaged for transportation are put in the various dangerous environments owing to the damage factors like vibration, shock, compression, climate etc. under the distribution process. On fruits packaging for transportation, especially, the shock and vibration is considered as the most important damage factors. A major cause of shock damage to fruits is drops during manual handling. Especially, the damages of fruits during the parcel delivery service are very serious. The parcel delivery services of fruits are increasing and contribute to increasing of farm house earning. Also, the freight vehicle is mostly used to transport the fruits. Shock and impact generated by the freight vehicle may give serious damage to fruits. The optimum packaging design of parcel delivery service of fruits during transportation is required to reduce the fruits damages. In order to design the packaging system for parcel delivery service of fruits considering the transportation environment, the comprehension of characteristics for vibration and shock generated by manual handling and acting on transportation vehicles under various road conditions and loading methods is required. This research was performed to analyze the shock characteristics, acceleration level and power spectral density (PSD) during the parcel delivery service of fruits. The overall level of recommended PSD profile in a specific transportation of parcel delivery service for fruits was $0.63G_{rms}$.