• 한국산학기술학회논문지
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• 제15권10호
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• pp.6076-6083
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• 2014

서비스 복구에 관한 선행연구는 원상태로의 서비스 복구가 가능하다는 전제하에 이루어졌다. 하지만 본 연구는 국내외 최초로 원상태로 복구 불가능한 서비스 문제에 초점을 두고, 다양한 문제들을 유형별로 분류하고 각 하위 유형을 살펴보았다. 또한 복구 불가능한 서비스 문제를 겪은 고객의 감정, 행동유형, 그리고 기업의 대응유형 등을 분석하여 좀 더 고객의 구체적인 요구를 파악하고자 하는 것에 의의가 있다. 분석결과, 세 개의 주 문제유형과 문제 유형 내 하위범주는 그룹1에 대해 2개, 그룹2에 대해 6개, 그룹3에 대해 2개로 구분되었다. 구체적으로 살펴보면, 물품파손과 신체 관련 피해의 경우가 빈번히 발생되는 문제이며, 하위범주 중 가장 심각한 복구 불가능한 서비스는 신체 피해로 나타났다. 고객의 감정측면에서는 적반하장의 태도에서 고객은 가장 분노하며, 원상태로의 복구가 불가능한 서비스 실패를 야기하였음에도 기업의 대응은 다양한 문제점을 보여주었다. 서비스 문제에 대한 고객행동과 기업평가에 관해서도 유형화하여 분석결과를 제시하였다. 본 연구의 결론에서는 연구결과 요약 및 시사점, 그리고 향후연구에 대한 제언을 하였다.

• Journal of Preventive Medicine and Public Health
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• 제34권1호
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• pp.21-27
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• 2001

Objectives : To develop a model that will predict the mortality of patients undergoing Coronary Artery Bypass Graft (CABG) and evaluate the perfermance of hospitals. Methods : Data from 564 CABGs peformed in six general hospitals were collected through medical record abstraction by registered nurses. Variables studied involved risk factors determined by severity measures. Risk modeling was performed through logistic repression and validated with cross-validation. The statistical performance of the developed model was evaluated using c-statistic, $R^2$, and Hosmer-Lemeshow statistic. Hospital performance was assessed by severity-adjusted mortalities. Results : The developed model included age, sex, BUN, EKG rhythm, Congestive Heart Failure at admission. acute mental change within 24 hours, and previous angina pectoris history. The c-statistic and $R^2$ were 0.791 and 0.001, respectively. Hosmer-Lemeshow statistic was 10.3(p value=0.2415). One hospital had a significantly higher mortality rate than the average mortality rate, while others were net significantly different. Conclusion : Comparing the quality of service by severity adjusted mortality rates, there were significant differences in hospital performance. The severity adjusted mortality rate of CABG surgery may He an indicator for evaluating hospital performance in Korea.

• 통상정보연구
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• 제14권4호
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• pp.227-252
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• 2012

본 연구는 고객 설문조사를 통해 복구 공정성(절차적 공정성, 결과적 공정성, 상호작용적 공정성)과 복구만족 간의 관계, 복구만족과 재이용의도 간의 인과 관계를 검증하고, 복구 공정성과 복구만족 간의 관계에서 택배서비스 실패의 심각성, 통제성의 조절효과를 확인하고자 하였다. 연구결과는 다음과 같다. 첫째, 택배서비스의 결과적 공정성과 복구만족간의 관계에서는 택배서비스의 결과적 공정성은 높을수록 복구만족이 낮아지는 것이 검증되었다. 둘째, 택배서비스의 절차적 공정성과 복구만족간의 관계에서는 택배서비스의 절차적 공정성은 높을수록 복구만족이 낮아지는 것이 검증되었다. 셋째, 택배서비스의 상호작용적 공정성과 복구만족간의 관계에서는 택배서비스의 상호작용적 공정성은 높을수록 복구만족이 높아지는 것이 검증되었다. 넷째, 복구 공정성과 복구만족의 영향관계에서 있어서 심각성, 통제성의 조절효과가 있는 것으로 나타났다. 다섯째, 서비스 실패에 대한 복구만족과 재이용의도간의 관계에서는 서비스 실패에 대한 복구만족은 높을수록 고객의 재이용의도가 높아지는 것이 검증되었다.

• 한국임상약학회지
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• 제21권2호
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• pp.170-181
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• 2011

Purpose: There is considerable variability in rates of hospitalization for patients with community-acquired pneumonia (CAP) in part because of physicians' uncertainty in assessing the severity of illness at presentation. The purpose of the study was to examine the current treatment patterns and factors influencing the Pneumonia Severity Index (PSI) and clinical outcomes in the patient with CAP. Method: The retrospective data collection of the patients with CAP was conducted and the data were reviewed. The collected data included demographic, clinical, laboratory and microbiological medical information. All patients were stratified into three risk groups according to PSI: low risk (PSI score I-II), moderate risk (III) and high risk (IV-V) groups. The examined treatment patterns were the appropriateness of admissions, category of antibiotics used. The prognostic factors associated with PSI and clinical outcomes were examined. Results: One hundred and six patients' medical data were reviewed. The overall appropriateness of admissions was low presenting many of patients were admitted or intensely treated in the hospital despite of lower risk of prognosis and treated with intravenous antibiotics instead of oral fluoroquinolones. Primary pneumonia pathogens were Klebsiella pneumoniae (27%) and Streptococcus pneumoniae (21.6%). Mean LOS was 8.5 days and was significantly longer (10.0days) (p<0.001) in high risk group. The patients with age >65 (p<0.001), diabetes mellitus (p<0.001), mental alteration (p<0.001), and/or $PaO_2$ <60 mmHg (p<0.001) had a tendency to have higher PSI. The prognostic factors associated with longer LOS were age >65 years (p=0.008), mental status alteration (p<0.001), dyspnea (p=0.002) and PSI score (p=0.001). The prognostic factors associated with mortality were congestive heart failure (p=0.038), systolic blood pressure <90 mmHg (p=0.002) and arterial pH <7.35 (p=0.013). Conclusion: Most of patients were found to over-utilize medical service according to appropriateness of admissions. The elderly, mentally altered patients with low $PaO_2$ had higher PSI score with increased risk of LOS. The mortality could be increased in the patient with disease state of congestive heart failure, high blood pressure, and/or acidosis.

• 한국조리학회지
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• 제22권6호
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• pp.98-104
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• 2016

In comparison to the rapid rise in the number of restaurant daily deal service consumer complaints, relatively little attention has been directed at the features of deal consumers' complaint behaviors in academic research. In order to address this gap, this study examined the characteristics of complaint behaviors of consumers who purchase restaurant deals with a focus on three potential determinants (likelihood of success with the complaint, attitude toward complaining, and severity of the failure). Results indicated that the three proposed determinants emerged as critical factors that influence deal consumers to exhibit different complaint reactions to dissatisfactory experiences. Furthermore, it was discovered that the hypothesized relationships were moderated by value consciousness, in which high value-conscious deal consumers exhibited a higher complaint inclination than low-value conscious deal consumers.

• 한국수자원학회:학술대회논문집
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• 한국수자원학회 2019년도 학술발표회
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• pp.162-162
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• 2019

Water Distribution Network (WDN) is a critical infrastructure to be maintained ensuring proper water supply to wide-spread consumers. The WDN consists of pipes, valves, pumps and tanks, and these elements interact each other to provide adequate system performance. If elements fail by internal or external interruptions, it may result in adverse impact to water service with different degree depending on the failed element. To determine an appropriate maintenance priority, the critical elements need to be identified and mapped in the network. In order to identify and prioritize the critical elements in WDN, an element-based simulation approach is proposed, in which all the elements composing the WDN are reviewed one at a time. The element-based criticality is measured using several resilience indexes that are newly developed in this study. The proposed resilience indexes are used to quantify the impacts of element failure to water service degradation. Here, three resilience indexes are developed, such as User Demand Severity, Economic Value Loss and Water Age Degradation, each of which intends to measure different aspects of consequences, such as social, economic, and water quality, respectively. For demonstration, the proposed approach is applied to a benchmark water network to identify and prioritize the critical elements.

• 한국의료질향상학회지
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• 제10권2호
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• pp.216-231
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• 2003

Objectives: To develop a model that predicts a death probability of acute myocardial infarction(AMI) patient, and to evaluate a performance of hospital services using the developed model. Methods: Medical records of 861 AMI patients in 7 general hospitals during 1996 and 1997 were reviewed by two trained nurses. Variables studied were risk factors which were measured in terms of severity measures. A risk model was developed by using the logistic regression, and its performance was evaluated using cross-validation and bootstrap techniques. The statistical prediction capability of the model was assessed by using c-statistic, $R^2$ as well as Hosmer-Lemeshow statistic. The model performance was also evaluated using severity-adjusted mortalities of hospitals. Results: Variables included in the model building are age, sex, ejection fraction, systolic BP, congestive heart failure at admission, cardiac arrest, EKG ischemia, arrhythmia, left anterior descending artery occlusion, verbal response within 48 hours after admission, acute neurological change within 48 hours after admission, and 3 interaction terms. The c statistics and $R^2$ were 0.887 and 0.2676. The Hosmer-Lemeshow statistic was 6.3355 (p-value=0.6067). Among 7 hospitals evaluated by the model, two hospitals showed significantly higher mortality rates, while other two hospitals had significantly lower mortality rates, than the average mortality rate of all hospitals. The remaining hospitals did not show any significant difference. Conclusion: The comparison of the qualities of hospital service using risk-adjusted mortality rates indicated significant difference among them. We therefore conclude that risk-adjusted mortality rate of AMI patients can be used as an indicator for evaluating hospital performance in Korea.

• 한국동물위생학회지
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• 제42권4호
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• pp.201-216
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• 2019

Porcine reproductive and respiratory syndrome (PRRS) is characterized by reproductive failure in sows and respiratory distress in all age pigs. Porcine respiratory disease complex (PRDC) is a disease caused by opportunistic bacterial infection secondary to a weakened immune system by a preceding respiratory infection. In this study, we tried to compare the immune responses in PRRS and PRDC groups to clearly characterize the disease severity. Eighty-five pigs were infected with various Korean field PRRS virus strains. Infected animals were classified into PRRS (n=32) and PRDC (n=53) groups based on lung lesions such as interstitial pneumonia, suppurative pneumonia, and pleuropneumonia. The immune cell population of bronchoalveolar lavage cells (BALc) was evaluated on 14 and 28 days post infection (dpi) and PMBC cytokine expression was measured on 0, 3, 7, 14 dpi to investigate early inflammatory reactions. Pulmonary lesion severity was negatively correlated with alveolar macrophage (AM) in both PRRS and PRDC groups on 14 and 28 dpi. AM in BALc was less populated in PRDC group on 28 dpi compared to PRRS group. AM in BALc was significantly less populated in PRDC group on 28 dpi compared to 14 dpi. In addition, cytotoxic T lymphocyte (CTL) in BALc was higher populated in PRDC group on 14 dpi and 28 dpi compared to PRRS group. In the case of PBMC cytokine TNF-α, IFN-α, IL-1β, IFN-γ, FoxP3, and IL-2, the PRRS group showed higher expression than the PRDC group on 7 dpi, 14 dpi, 7 dpi, 14 dpi, 14 dpi, and 14 dpi, respectively. On the other hand, in the case of IFN-β, IL-6, IL-8, IL-4, and IL-17, the PRDC group showed higher PBMC cytokine expression at 14 dpi, 7 dpi, 14 dpi, 3 dpi, and 3 dpi, respectively, than the PRRS group. Based on these results, our study could characterize differential immune responses in pigs with PRRS or PRDC.

• Asia Marketing Journal
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• 제14권1호
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• pp.131-157
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• 2012

현재 치열한 경쟁상황 속에서 기업들은 소비자들이 다른 대안으로 전환하는 것을 막기 위한 다양한 전략들을 실행하고 있으며, 이 중에서 전환장벽을 이용하는 전략은 고객유지와 관련해 매우 효과적인 것으로 알려져 있다. 하지만 전환 장벽으로 인해 새로운 대안으로 바꾸지 못하고 현재 서비스제공자와의 관계를 유지해야 하는 소비자 입장에서도 전환장벽이 긍정적일 것인가? 심리적 반작용이론에 의하면, 사람들은 어떤 자유가 위협받거나 제거될 때, 그 자유를 되찾는 방향으로 동기부여 되거나 어떤 부정적 반응을 보일 수 있다고 하였다. 전환장벽 역시 전환의 자유를 제약한다는 점에서 소비자의 부정적 반응을 유발할 수 있으므로, 본 연구는 전환장벽으로 인해 다른 대안을 단념해야 하는 상황에서 소비자가 경험할 수 있는 부정적 심리 반응과 그에 영향을 주는 변수들에 초점을 맞춘다. 연구가설에서, 부정적 심리반응에는 '이전선택에 대한 후회', '현재 제공자에 대한 원망', '좌절된 제공자에 대한 열망'을 포함하였으며, 전환좌절 상황의 특성-'좌절된 대안의 매력성', '전환 장벽의 심각성'-이 이러한 반응들에 영향을 줄 것으로 가정하였다. 그리고 이러한 전환 좌절상황의 특성이 주는 부정적 영향은 현재까지 해당 제공자로부터 받은 대우에 따라서 달라질 것으로 보고 지각된 공정성을 조절변수로 추가하였다. 연구 결과 전환좌절상황의 특성과 부정적 심리반응의 관계는 모두 지지된 반면, 지각된 공정성의 조절효과는 대부분의 관계를 상호작용 공정성이 조절하는 것으로 나타나 일부만이 지지 되었다. 이러한 결과는 전환 장벽의 긍정적 측면에만 영향을 밝혀온 기존 연구의 한계점보완하고 있으며 그에 따른 이론적 실무적 시사점을 제공해준다.