• Korean Journal of Social Welfare
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• v.69 no.2
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• pp.191-218
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• 2017

The purpose of this study was to examine the effect of the possibility of job-related risk, emotional labor, and emotional leadership on the job turnover intention of caregivers working at the long-term care facilities in Korea. For the study, survey data of 434 caregivers at senior nursing homes were collected and analyzed using hierarchical multiple regression method. The results showed that high level of caregivers'perception of both the possibility of management risk and employee risk led to increased turnover intention. On the other hand, perception of the possibility of social-disaster risk did not give significant impact on turnover intention. Although the perception of the possibility of service user risk gave statistically significant effect on the turnover intention, the direction was the opposite to the one set at the research hypothesis. Frequent camouflage behavior("surface acting") of caregivers, which is the kind of emotional labor led to increased turnover intention. However, caregivers'behavior consistent with their inner warm heart("deep acting") did not lead to a statistically significant result. Lastly, the more caregivers perceive their superiors'emotionally supportive leadership, the lower possibility of turnover intention. Based on the above result, the researchers suggested several intervention methods in order to prevent turnover of caregivers and improve service quality of long-term care institutions.

• Journal of Distribution Science
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• v.18 no.12
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• pp.79-90
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• 2020

Purpose: This study aims to explore the service improvement and marketing strategy to measure the effect of the DISC (dominance, influence, steadiness, conscientiousness) behavior type of hair salon workers on service quality and marketing. Research design, data and methodology: 236 responses were analyzed by distributing questionnaires to hair salon workers through SNS. Factor analysis and reliability analysis were applied and the influence of job factors on work satisfaction and turnover intention, and the statistical significance of the DISC behavioral type adjustment effect verified. Results: First, among the general characteristics of the survey subjects, the most common respondents were women and interns in their twenties, with less than four years of experience and less than three years of work experience on site. Second, the working environment, employee relations and compensation policies caused by work-related factors have shown a major influence on work satisfaction. Third, the working environment and human relationships among the job factors have an impact on turnover intention. Conclusions: The working environment, human relations, and compensation system derived as job factors had a crucial effect in service quality and marketing on job satisfaction, and among job factors, working environment and human relations had a significant influence on turnover intention.

• International Journal of Quality Innovation
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• v.5 no.2
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• pp.17-25
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• 2004

Despite the fact that much has been published about Six Sigma in the business and academic press and on the Internet in recent years, there is still confusion among many people, particularly those who work in the transactional and service environments, about the nature of Six Sigma. It is true that Six Sigma like other process improvement programs before was first applied to manufacturing processes; however, many corporations including General Electric and Sony have successfully applied Six Sigma to their transactional and service processes as well. Six Sigma is used by many companies not only to improve the quality of their products and services but also to achieve quantifiable financial results, improve management style and communication, and achieve customer and employee satisfaction. Whether in manufacturing or non-manufacturing environments, the application of Six Sigma differs from organization to organization. Although there are many common elements between these applications, however, special care must be taken when customizing Six Sigma to suit the organizations' needs. In this paper, the author provides some practical and useful guidelines for Six Sigma deployment. This paper is not about the use of numerous statistical tools and techniques that can be found in a typical Six Sigma toolbox. The main emphasis has been placed both on the concept and the implementation of Six Sigma, particularly within the non-manufacturing areas of business.

• Asian Journal of Business Environment
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• v.7 no.1
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• pp.5-12
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• 2017

Purpose - In order to achieve the organizational objectives, the behavior of the employees and their collaboration with management should be taken into account. It has been shown that strategic behavior depends on a number of different factors. The aim of this article was determining the relationship between factors related to the strategic behavior. Research design, data, and methodology - Accordingly, a conceptual model was developed and tested in the form of a survey. Participants of the study were the employees working in the social Insurance company of Tehran. Data was collected using a questionnaire conducted among managers and the staff. A correlation model was used for data analysis by employing the SPSS software. Results - The findings showed there was a relationship between employees' engagement and the strategic behavior. Conclusions - Our research has demonstrated the effect of employees' engagement on the strategic-driven behavior, emphasizing the role of employees' engagement in health-care service firms. Although previous service research has focused on the factors that drive employees' performance, it seems that most of this research has been inspired by the idea of the service profit chain, focusing on the effect of employees' satisfaction on performance.

• Korean journal of food and cookery science
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• v.27 no.2
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• pp.45-59
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• 2011

This study was conducted to investigate employee food-hygiene and nutrition awareness and performance and to study the current education programs for children at child care centers and kindergartens located in Seoul, Republic of Korea. A self-evaluated type of questionnaire was developed for foodservice employees and teachers using a five-point Likert scale. Employees with an employment history of <1 year and who were <30 years old had the lowest scores for food-hygiene and nutrition awareness and performance. Employees with a cooking license had a higher awareness score regarding cross-contamination than those without a license. Higher nutritional awareness and performance scores were also observed for employees who had more experience as cooks and who had received a nutrition education than those who did not. Approximately 94% and 76.4% of the employees had experience in sanitation and nutrition education, respectively. Most teachers responded that food sanitation-nutrition education for children seemed necessary in a child-care center; however, only 63.9% of the teachers actually taught sanitation-nutrition education to children. The biggest limitation to conduct food sanitation-nutrition education was the "lack of professionalism" of teachers, because only 48.1% of teachers had received a sanitation- utrition education. Thus, a food sanitation-nutrition education program for foodservice employees and teachers must be developed and implemented actively to improve the quality of food service and nutrition education in child care centers and kindergartens.

• The Korean Journal of Health Service Management
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• v.12 no.4
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• pp.1-15
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• 2018

Objectives: We analyzed the importance and performance of hospital social responsibility (HSR) according to the characteristics of hospitals, and presented strategies for HSR activities. Methods: An online HSR questionnaire was sent to hospitals nationwide from October 12 to 26, 2018. The 206 responses received were analyzed in accordance with the IPA to assess the performance and importance of HSR. Results: There was a statistically significant difference between the employees and hospitals regarding the importance and performance of HSR activities. In the area of "sustained maintenance", items related to consumer issues such as "compliance with personal information processing policy", "patient confidentiality", "fair information provision", and "system for patient safety and infection prevention" were derived. In the area of "'high priority for improvement", there were three common items between hospitals and general hospitals: "regular donations and support from local communities", "active cooperation with related institutions", and "compliance with process-related laws and regulations". In the area of "low priority", four items were derived: "support for employee participation in community activities", "efforts to hire local residents", "education and cultural programs for local communities", and "transparent support for political activities". In the area of "sublation of excessive efforts", two items of "employee welfare efforts" and "efforts to improve labor relations", were commonly found in hospitals and general hospitals. Conclusions: It is necessary to improve the management efficiency of hospitals by the systematic allocation of manpower and resources through the establishment of four regional strategies based on the results of IPA analysis.

• Journal of Digital Convergence
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• v.15 no.4
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• pp.251-258
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• 2017

The purpose of this study is to analyze the effects of internal marketing factors on organizational commitment and emotional labor in the elderly Care Worker. The data are collected through structured questionnaires. The Subjects of the final analysis is 191 persons working in the elderly care facilities in Gyeongnam and Gyeongbuk provinces. Hypothesis testing of the research model is performed using AMOS 18.0. The main results of this study are as follows. Internal marketing factors influenced only internal communication and management support for job satisfaction, internal support for managerial support for emotional labor, internal communication and management support for organizational commitment. The results of this study suggest that in order to enhance the organizational commitment of long-term care workers, it is important not to strengthen internal marketing capacity but to increase job performance first, and secondly, to improve job performance, It is necessary to establish a more diversified research on the variables of service quality of job satisfaction and emotional labor.

• Journal of Distribution Science
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• v.17 no.6
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• pp.65-75
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• 2019

Purpose - Vietnamese customers have a crowd psychology when choosing and buying cars, they believe the advice and comments of those who have used the product. This paper aims to explore how factors in the relation between employees and customers affect to the customer's positive word of mouth (WOM) through customer satisfaction. Research design, data, and methodology - A survey was conducted with 250 customers. This research focus on six factors: (1) familiarity, (2) care, (3) personal connection, (4) employee competence, (5) customer satisfaction, (6) positive WOM. By using Exploratory Factor Analysis (EFA), Confirmatory Factor Analysis (CFA) and Structural Equation Model (SEM), this research determined the impact of relation between eployees and customers to the customer satisfaction in order to have the positive WOM to another customers. Results - This result shows that 3 factors: care, personal connection and service quality, have positive effects to customer satisfaction. Moreover, the similar relationship is found between customer satisfaction and positive WOM. The familiarity is not significant in this research. Conclusions - The research results indicate that positive WOM has an important impact of market development for automobile business enterprises in Vietnam. Therefore, administrators should have appropriate strategies to encourage positive WOM to customers.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.22 no.5
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• pp.288-295
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• 2021

This study includes online and offline surveys of 255 people conducted from March 11-29, 2021, into women's preferences in esthetic shops, and examines their level of satisfaction with skin and beauty home care. The collected data were analyzed using SPSS 25.0 to obtain technical statistics such as Cronbach's α and a frequency analysis, and applied a chi-square test and one-way ANOVA. According to the results on preferences in esthetic shops, the largest number of respondents (56.1%) said they use professional esthetic shops, but those in their 20s and office workers (57.1%) preferred dermatology clinics. When choosing esthetic shops, the importance of employee skill (skilled, trendy) was high (38.8%), and in skin care, the importance of knowing basic cosmetics use (M=4.47), such as cleansing and functional cosmetics (M=4.20), was very high. According to results on the current status of home care for skin beauty, other factors of highest importance (M=4.50) were in terms of marriage, being a university graduate (M=3.84), and experience in a service job (M=4.06). As a result, there is a need to develop programs not only specializing in skin beauty but also combining professional esthetic shops and home care.

• Journal of the Korea Fashion and Costume Design Association
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• v.14 no.2
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• pp.215-227
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• 2012

This study aims to analyze the influences of LOHAS cuticle management, which based on LOHAS consciousness among customers using nail art shops and removes only Cuticle layer without Eponychium, on the preference and expected value of service quality. Further, it tackles how above related variables have important bearing on reuse intention. A survey was conducted only with customers over the age of 20 in Seoul, Daejeon and Daegu areas in terms of LOHAS consciousness. For the collected 389 data, frequency analysis, t-test, ANOVA, correlation analysis and multiple regression analysis were carried out by using SPSS 18.0 Version statistical package. The results are as follows. First, according to the results, it shows high positive correlation between LOHAS cuticle management based on the consciousness of LOHAS, and LOHAS cuticle management preference, tendency and willingness to transfer toward it. Second. it is proven that LOHAS consciousness tend to be possessed in older age groups, married and a professional employee layers and this LOHAS motivated groups showed high LOHAS cuticle management preference, inclination and intention of a change in management. Lastly, the reuse intention is mostly affected by experience and preference of LOHAS cuticle management. There is negative correlation between reuse intention and experience in blooding and pain during care service. Higher interest in preference of LOHAS cuticle management has highly influenced positive link with the repurchase intention.