• Asia Marketing Journal
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• v.25 no.4
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• pp.194-206
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• 2024

The study aimed to analyze jay-customer behavior's impact on service industry employees' job stress to understand the importance of personnel management. Additionally, it aimed to identify strategies for managing job stress by examining perceived organizational support's moderating effects. The results show that the subdimensions of jay-customer behavior (i.e., verbal aggression, physical aggression, and sexual harassment) positively influenced employees' job stress. Second, job stress acts as a mediator between customer verbal and physical aggression and customer orientation, but not between customer sexual harassment and customer orientation. Third, organizational support had a moderating effect on the association between customer verbal aggression and job stress. This study demonstrates how jay-customer behavior negatively affects employees and threatens their well-being. It not only enriches the research on jay-customer behavior but also provides implications for service companies toward developing internal marketing strategies for enhancing employee happiness and fostering customer orientation.

• The Korean Journal of Health Service Management
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• v.4 no.1
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• pp.71-86
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• 2010

The purpose of this study is to promote efficiency of hospital management with customer satisfaction by understanding qualitative system about more systemic hospital service coordinator's job under analyzing the satisfactory degree and coherence of hospital service coordinator's job because of increase of customer need level by medical environment improvement and the variety of offering method of medical service. I allocated a questionnaire per each hospital around dentistry, Oriental medicine clinic, plastic surgery in medical examination department and withdrew questionnaire on total 662 hospitals. According to the study results stated above, generally necessity on employment of a hospital service coordinator appeared high and To the necessity, I considered that a hospital service coordinator's job must strengthen the role for going still more to customer with discriminated mind and service not simple kind service to medical consumer, with establishing more systematic and realistic educational culture in qualification and educational department of a hospital service coordinator. Also a hospital service coordinator must be changed to promote customer satisfaction and efficiency of hospital management by more systematic business assignment and role establishment.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.5
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• pp.459-469
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• 2018

This study was carried out to analyze and compare job satisfaction, job stress, burnout, and turnover intention of comprehensive nursing care service ward nurses and general ward nurses. The participants were 181 nurses from six hospitals providing comprehensive nursing care service in G metropolitan city. The data were collected using structured questionnaires in May 16-June 30, 2017. The data were analyzed with SPSS program, which was used for t-test, one-way ANOVA, and Pearson's correlation. As a result, there were no significant differences in the variables between comprehensive nursing care service ward nurses and general ward nurses. However, comprehensive nursing care service ward nurses had higher job satisfaction, lower job stress, lower burnout, and lower turnover intention than general ward nurses. There was a significant relationship between job stress (r=.39, p=<.001), burnout (r=.43, p=<.001), job satisfaction (r=-.66, p=<.001), and turnover intention. Comprehensive nursing care service ward nurses were more positive about their nursing work than general ward nurses. The findings of this study can be used as basic data for effective nursing resource management in a comprehensive nursing care service ward.

• Management & Information Systems Review
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• v.34 no.2
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• pp.39-65
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• 2015

This study is the empirical analysis of the effects of GWP organization culture on need for achievement, job satisfaction, and job performance. For this analysis, among the major companies that have been selected as good corporates to work (GWP), the survey was conducted by targeting the employees in manufacturing/service/finance industries and the comparison analysis is on the relationship between the effects and variables of the GWP organization culture are effected the professionals in the industries. As for the results of the studies, firstly, in manufacturing industry, GWP organization culture has significant impacts on need for achievement(+) and job satisfaction(+) and does not have significant effects on job performance. Also, need for achievement has significant effects on job satisfaction(+) and job performance(+) and job satisfaction has significant effects on job performance(+). Secondly, GWP organization culture in service industry has significant effects on need for achievement(+) and job satisfaction(+) but does not have significant effects on job performance. Need for achievement has significant effects on job satisfaction(+) but does not have significant effects on job performance and job satisfaction does not have significant effects on job performance. Lastly, GWP organization culture in finance industry has significant effects on need for achievement(+), job satisfaction(+), and job performance(-) and need for achievement has significant effects on job satisfaction(+) and job performance(+) and job satisfaction has significant effects on job performance(+). Based on the results of the analysis, this study suggests the meanings and implications on the similarities and differences on how GWP organization culture affects employees in different industries.

• The Journal of Society for e-Business Studies
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• v.15 no.2
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• pp.107-135
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• 2010

Nowadays many telecommunication service companies try to enhance the quality of their service by providing customers with more specialized service for greater customer satisfaction. As this trend continues, the role that frontline employees play is getting more and more important because they are the ones who have direct influence on customers. For this reason, more than ever, the role of call center has become of paramount importance. Noting that a call center employee's job satisfaction critically affects the quality of service that a customer gets, this study was carried out in order to provide an insight on effective personnel and performance management which can boost up the job satisfaction of a call center employee, thereby enhancing the productivity of Call Center. Conclusively, it verifies that among job satisfaction influence factors, superior's support and compensation fairness indeed have a tremendous influence on job satisfaction of a call center employee. Furthermore, it verifies that if a call center employee is satisfied with his or her job, he or she tends to work more efficiently and hence increase productivity.

• Journal of Family Resource Management and Policy Review
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• v.13 no.4
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• pp.53-72
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• 2009

This study examined the effects of job involvement, job stress, and organizational culture on work-life harmonization of Korean employees. The data came from 481 employees in diverse organizations located in Seouland the metropolitan area. Key findings of the study were (a) job involvement was significantly different for different types of occupation and job positions, while job stress was significantly different based on gender, education, income, and the term of service; (b) perceptions of organizational culture by employees varied according to gender, age, position, the period of service, and firm size; (c) the level of work-life harmonization was not significantly different based on gender, age, marital status, education, and income - but it did differ significantly based on types of occupation and firm size; (d) the employee's type of education, job involvement, job stress, and organizational culture have effects on work-life harmonization.

• The Korean Journal of Health Service Management
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• v.14 no.1
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• pp.1-14
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• 2020

Objectives: This study examined factors influencing hospital workers' perception of patient safety culture, job boredom and job crafting in reporting of safety compliance. Methods: Structured questionnaires were used to collect data from 245 hospital workers who were full-time staff for six months or more. Data were analyzed using descriptive statistics, t-test, ANOVA, Pearson correlation coefficients and hierarchical multiple regressions with SPSS/WIN version 22.0. Results: The mean score for perception of patient safety culture was 3.16±0.32, for job boredom was 2.52±0.52, for job crafting was 3.35±0.49 and for degree of safety compliance was 2.87±0.3. The hierarchical multiple analysis revealed that hospital work environment (β=.27, p<.001), communication process (β=.27, p<.001) of subarea perception of patient safety culture and cognitive crafting (β=.15, p=.039) of subarea job crafting were predictive of patient safety compliance (R2=.47, p<.001). Conclusions: The findings indicate that perception of patient safety culture and job crafting are important factors to be considered in working to improve hospital workers' safety compliance. Therefore, education and systematic programs to improve perception of patient safety culture and job crafting should be developed.

• The Journal of Economics, Marketing and Management
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• v.11 no.3
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• pp.11-23
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• 2023

Purpose: This study empirically studied the effects of the perceived value of education and training on SME cooperative on job performance. Research design, data and methodology: From November 7 to 9, 2022, a survey was conducted targeting members and executives of SME cooperatives in their 20s and 60s across the country, and a total of 217 people were used for the final analysis. Verification of the research model was performed using SPSS & AMOS. Frequency analysis was conducted to examine the sample characteristics. Results: First, perceived value (functional value, service performance value, emotional value, convenience value) did not have a significant effect on organizational commitment. Second, perceived value (functional value, service performance value, emotional value, convenience value) were found to have a significant positive (+) effect on job satisfaction. Third, job satisfaction was found to have a significant positive (+) effect on organizational commitment. Fourth, organizational commitment was found to have a significant positive (+) effect on job performance. Fifth, job satisfaction was found to have a significant positive (+) effect on job performance. Conclusions: These results suggest that the perceived value of SME cooperative education and training can affect organizational commitment and job performance through job satisfaction, so it is necessary to strengthen online education and training to meet the emotional response of training subjects along.

• Journal of Home Health Care Nursing
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• v.28 no.3
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• pp.295-306
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• 2021

Purpose: This study aims to compare and analysis job stress, patient safety culture, and patient safety management activities of nurses in comprehensive nursing care service wards and general wards. Methods: Through an online survey conducted on nurses with more than three months of working experience at five general hospitals in the metropolitan area, 156 participants's data were used for 𝜒²-test, t-test, ANOVA using SPSS ver. 26.0. Result: There were no significant differences in the nurses' job stress and patient safety management activities between the comprehensive nursing care service wards and general wards. However, the patient safety culture of nurses in the comprehensive nursing care service ward was significantly lower than that of general ward. Conclusion: Patient safety culture should be promoted through continuous regular patient safety education, training, and organizational support to increase patient safety management activities. Additionally, institutional programs should be prepared to reduce job stress of nurses at the frontline of patient safety.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.19 no.1
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• pp.38-48
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• 2011

This paper tried to research a field employee's character, its correlation to service attitude and its impact on service using MBTI characteristics functional indicators, working at airline customer service center. It is proved employees with Sensing Feeing(SF), Intuition Feeling(NF) and Intuition Thinking(NT) have showed lower satisfaction on their duty than employees with Sensing Thinking(ST) have. In analysis of MBTI characteristics' impact on organization-related characteristics, it is also found out employees with Sensing Feeing(SF) and Intuition Feeling(NF) have showed lower trust than employees with Sensing Thinking(ST) have. Considering other controled factors, this paper found that the more job satisfaction employees have, employees with 1 to 5 years of experience on their duty showed more significant service-focused attitude. Moreover, deputy directors or high-ranked people with the higher job satisfaction were seemed to be more service-oriented.