• 치위생과학회지
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• 제4권2호
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• pp.61-73
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• 2004

최근 치과 병 의원이 늘어나면서 고객들의 선택폭이 넓어지고 있고 의료서비스에 대한 욕구도 복잡 다양화되었다. 이러한 상황에 맞추어 앞으로 병원이 계속 성장하고 유지, 발전하기 위해서는 계속하여 새로운 고객을 유치하고 기존고객을 잘 관리하여 유지하는 일이라 보고 잠재고객을 고객으로 만드는데 많은 노력과 투자가 필요하며 고객과의 좋은 관계를 맺고 이를 잘 가꾸어 유지해 나가는 새로운 방향의 마케팅 접근이 요구된다. 치열한 경쟁이 전개되고 있는 상황에서 등장하게 된 CRM은 체계적인 고객 데이터 관리 및 분석을 통해 고객이 원하는 치료와 서비스, 욕구사항 등을 찾아내고 이를 지속적으로 제공함으로써 고객의 충성도를 증가시켜 고객을 평생고객으로 만들어 장기적으로 지속성 있는 이익의 확보와 유지를 달성할 수 있는 잠재력을 가진 전략이라 말할 수 있다. 따라서 CRM의 핵심은 충성스런 고객을 오래 유지하는 것에 있으므로 차별화, 개인화된 서비스를 제공하여 핵심 고객층 형성을 강화하는 것이다. 최근 우리나라에서 CRM의 보건의료분야의 적용 사례는 주로 건강증진사업을 대상으로 많이 이루어지고 있으며 치과 병 의원에서는 연구가 미비한 실정이다. 특히 치과의원의 고객은 일반소비자에 비해 질병의 치유 및 예방이라는 의료서비스에 대한 욕구가 분명한 만큼 치과의원과 고객과의 개별적이고 지속적인 관계유지를 강조하는 CRM 도입이 필요하다. CRM의 도입으로 고객과의 지속적인 관계유지는 고객의 구강건강상태와 위험을 평가하여 발생 가능한 구강질환을 예방할 수 있으며 조기 예방활동을 통해 구강건강증진을 극대화할 수 있을 것이다. 치과의원에서 고객만족을 위한 CRM 실행의 전략 방향을 제시하면 첫째, 장기적인 고객관계 개선의 증진, 둘째 목표 고객군 설정과 고객세분화 셋째, 체계적인 데이터베이스(Data base) 구축, 넷째 다양화된 고객과의 대화채널이 구축되어야 한다. 또한 성공적인 CRM 실행을 위해서는 첫째, 고객접점(MOT)의 순간에 제공되어야 하는 서비스를 강화해야 하며 둘째, 병원의 학습 조직화로 인해 직원 모두가 고객중심조직으로의 변화가 필요하고 셋째, 내부고객(직원)들의 만족도를 높이기 위한 체계적인 내부 마케팅 전략을 추진하여 고객중심진료라는 직원들의 동기유발이 중요하다.

• Journal of Hospice and Palliative Care
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• 제7권2호
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• pp.169-178
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• 2004

목적: 환자, 가족, 의료진(의사, 간호사), 의과대학생, 간호대학생들의 시간의 흐름에 따른 병명통고에 대한 태도 변화를 알아보는 것이다. 방법: 2002년 10월부터 3 개월 간 가톨릭대학교 의과대학 부속 성모병원에서 전이성 암 환자, 조사대상 암 환자의 주 보호자, 암 환자의 간호 및 치료에 관련된 의료진(의사 및 간호사), 임상 실습 중인 의과 대학생, 간호대학생을 대상으로 각 군 50명씩 등록하여 암 환자의 병명통고에 관한 설문 조사를 실시하였다. 설문자료 평가 항목은 병명통고에 대한 찬성여부, 시기여부, 통고방법, 통고를 받기를 원하는 이유, 적합한 병명통고자가 누구인지였다. 환자 50명, 주 보호자 50명, 의료진 51명, 의과대학생 41명과 간호대학생 50명을 대상으로 하였다. 전이성 암환자 50명을 대상으로 하기로 하였으나, 전이성 암환자 34명만이 등록되었으며, 이외에 림프종 환자 16명을 포함하여 총 50명의 환자에게 설문조사를 진행하였다. 결과: 모든 설문 응답자들 가운데 89.3%가 병명통고에 찬성하였다(환자 98.0%, 주 보호자 88.0%, 의료진 90.2%, 의과대학생 73.2%, 간호대학생 94.0%). 림프종 환자를 제외한 진행성 암환자 34명을 대상으로 97.1%가 동의하였다. 병명통고 시기는 79.8%에서 진단 즉시 해주는 것을 선호하였다(환자 94.0%, 주 보호자 80.0%, 의료진 68.6%, 의과대학생 68.3%, 간호대학생 86.0%). 병명통고 방법은 64.4%에서 모든 내용을 한 번에 정확히 설명해주는 것을 선호하였다(환자 81.6%, 주 보호자 66.0%, 의료진 56%, 의과대학생 48.8%, 간호대학생 70.0%). 병명통고에 동의하는 이유에 대해서 모든 군에서 치료 참여가 가능한 것을 가장 큰 이유로 들었다. 병명통고를 누가하느냐는 문제에 대해서는 86.4%에서 의사가 병명통고를 하는 것이 적합하다고 응답하였다. 결론: 환자, 주 보호자, 의료진, 의과대학생 및 간호대학생의 병명통고에 대한 찬성률은 증가하였다. 병명통고 찬성 이유로 치료에 참여가 가능하다는 것을 가장 많이 선택하였다. 통고시기와 방법은 진단 즉시 모든 내용을 한 번에 정확히 알려주기를 원하였다.

• 간호행정학회지
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• 제19권5호
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• pp.647-657
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• 2013

Purpose: This study was done to identify the mediating effect of emotional dissonance in the relationship between emotional labor and burnout among clinical nurses. Methods: A cross-sectional survey design was used. The participants were 257 nurses working at three general hospitals located in Seoul and Gyeonggi Province. Data were collected by convenience sampling using self-report questionnaires that consisted of general characteristics, and measures of emotional labor, emotional dissonance and burnout. Data were analyzed with descriptive statistics, t-test, ANOVA, correlation, and multiple regression. Results: The findings of the multiple regression were as follows. First, surface acting of emotional labor showed significant positive effects on emotional dissonance and burnout. Second, when surface acting and emotional dissonance were entered into the regression model at the same time, surface acting showed an insignificant effect on burnout, however, emotional dissonance showed a significant effect. Finally, emotional dissonance had a mediating effect only between surface acting of emotional labor and burnout, not between deep acting and burnout. Conclusion: Results of the study suggest that as a way to reduce burnout, nursing administrators should develop educational programs for nurses to perform deep acting of emotional labor instead of surface acting at the moment of truth.

• 품질경영학회지
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• 제50권3호
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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.

• 한국콘텐츠학회논문지
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• 제13권12호
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• pp.530-539
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• 2013

병원코디네이터 교육은 아닌 병 의원 실무에서 가장 필요로 요구하는 것을 반영하여 병원서비스 전문인력으로서 역량을 갖출 수 있도록 하는 표준화된 교육프로그램이 요구된다. 이 연구는 병원코디네이터 민간자격증 발급기관과 자격취득을 위한 검정과목 및 사설교육기관의 교육프로그램을 분석하고, DACUM(Developing A Curriculum) 법을 활용하여 각 유형별 병원코디네이터가 의료서비스 현장에서 요구되는 기본역량과 핵심역량을 분석하여 표준화된 교육프로그램을 제안하기 위해 시도되었다. 병원현장에서 근무하고 있는 전문가 11명을 대상으로 DACUM 법을 통하여 도출된 공통기본역량은 친절한 서비스마인드, 고객을 가족처럼 생각하는 마음가짐, 고객응대 및 전화예절과 매너, 커뮤니케이션 스킬, 고객 심리학, 의학기초, 건강보험관련이해, OA(Office Automation)장비활용능력, 컴퓨터 활용능력, 병원정보관리 및 프로그램 활용능력, 직원들과의 친화력 등이었다. 이를 바탕으로 16개의 교과목을 포함한 표준교육프로그램을 제안하였다.

• 영어영문학
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• 제55권2호
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• pp.241-257
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• 2009

The essay discusses the way in which the aesthetic of Pre-Raphaelites reformulates the habitual system of knowledge in the Victorian age by adapting $Ranci{\acute{e}}re^{\prime}s$ concept of aesthetics. $Ranci{\acute{e}}re$ develops an original theory of aesthetics, a regime of knowledge which enables to perceive and reflect art as such. In this way, aesthetics turns to be the logical system by which the consensus idea of the beautiful comes to exist. For $Ranci{\acute{e}}re$, aesthetics is an agreed system of the sensible and reproduces the habitual knowledge of the world. Therefore, a new aesthetic movement means an attempt to break the given aesthetics and reorients the new distribution of the sensible. The important point of $Ranci{\acute{e}}re^{\prime}s$ argument is that he does not presuppose the dimension beyond the present unlike Frankfurt School. What $Ranci{\acute{e}}re$ claims is that there is no such the aesthetic which can correct the instrumental reason, but rather an indifferent moment in which a worker finds out himself as a creator who can give rise to the new regime of the sensible and feels free from what he must work for. From this perspective, the essay explores the aesthetic of Pre-Raphaelites and its meaning in nineteenth century Britain. Pre-Raphaelites was an artist group who railed against a so-called academic style of paintings and created a new aesthetic criterion to describe the truth of the natural world. The essay examines the interrelationship between Pre-Raphaelites and photography that would enable them to re-distribute the sensible and produce a new way of seeing the order of things. This is related to the birth of a modern gaze as in the case of landscape paintings. What is crucial is that the distribution of the sensible is always-already doubled with the political. In short, Pre-Raphaeltes is not only an aesthetic movement but also a political pursuit to achieve a disenchanted perception of nineteenth century industrial capitalism.

• 미술이론과 현장
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• 제7호
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• pp.89-123
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• 2009

The Philippines was colonized by Spain for about centuries, from 1521 to 1898, and ruled by America for around four decades, from 1899 to 1946. After recovering from the Second World War, the government started to harness human labor as export itself. In the present time the overseas Filipinos keep the economy afloat with their steady transfer of money to relatives and dependents. Through the art works, the issue which Filipinos were exploited and exported by its government has been reflected as the various allegories. As Filipinos traditionally follow and keep Catholic belief, themes of Christ's sacrifice has allegorically been represented as salvation, struggle, suppression, and emancipation of people. Through the allegory, we can interpret both the intrinsic and superficial texts. Also we can identity certain modes of the visuality of allegory in selected works from Philippine art history that in their complex mediations materialize the people and dignity of their predicament and their prevailing. Philippine art can be divided as three different features: passion, vagrancy, and mass formation. The passion stage was depicted as deep structure of Christian thought and devotional feeling, harsh capitalist system. In the pictures of vagrancy, under the regime of Ferdinand Marcos, the themes of drift, deprivation, and homelessness are reckoned through the images of pictures. The stories represented with allegory have been played an important role to bring local issues up as national ones. Those stages take us to the processes of mass formation or the depiction of the people as a moment in the totality of force. The allegorical sign refers to another sign that precedes it, but with which it will never able to coincide reach back to a previous stage and in this constant attempt at return incorporates a structural distance from its origin. The true people's art is one that radically generates transformative technologies and techniques so that it irrevocably breaks the plane of "art". In the painting, the truth is represented by functioning as foundation of a rhetoric of the image. And at this axis, the passional, the vagrant, and the mass formation tend to come together because they render the form of contingency that must be suffered and hopefully surpassed, a Filipino subjectivity that must be stitched in time.

• 대한영양사협회학술지
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• 제13권2호
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• pp.138-156
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• 2007

The purposes of this study were to a) measure the service quality attributes of foodservice type such as school foodservice, hospital foodservice and business & industry(B&I) foodservice, managed by contract management company(CMC), b) compare with service quality attributes by CMC scale, c) analyze overall customer satisfaction(CS) by the foodservice type and the CMC scale, and d) identify the effect of service quality attributes on an overall CS by the foodservice type and the CMC scale. The questionnaires were handed out to 6,620 customers of 207 school, 38 hospital, and 86 B&I foodservices in 108 CMCs. The statistical data analysis was completed using SPSS Win(ver 12.0) for descriptive analysis, t-test, reliability analysis, and multiple linear regression analysis. From an analysis on service quality attributes, 'proper arrangement of table and chair at hall distribution(3.53)', 'operation of nutrition education(3.50)' were highly perceived to student, 'correctable serving(4.08)', 'serve at fixed distribution time(4.08)', 'kindness of serving employee(4.04)' were highly perceived to patient, 'employee's kindness(3.84)' were highly perceived to customer of B&I. In comparison of service quality attributes by CMC scale, most scores of large enterprise(LE) were significantly higher than small and medium sized enterprise(SME) in school foodservice, hospital foodservice and B&I foodservice. Overall CS levels were 3.53 out of a maximum 5 on B&I, 3.46 on school, and 3.44 on hospital and were evaluated differently CS score by CMC scale. Finally, regression results for the effects of service quality attributes on overall CS by each of foodservice type were identified significantly different service quality attributes by foodservice type such as school, hospital, B&I(p<.001) and by CMC scale. For considering the goal of enterprise on profit-making through CS and the needs of customer on CS at moment of truth(MOT), the findings should be applied to the CMC and the foodservice industry.

• 한국의류학회지
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• 제31권5호
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• pp.753-764
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• 2007

Apparel goods can be customer-oriented in the extreme and the apparel industry is one of the most customer-centered industries that should maximize customers' satisfaction. Recently, mass customization, a customer-centered system is widely discussed in the apparel industry to provide consumers with new, differentiating, distinctive, yet personalized products. The purpose of this study is to provide useful insights for apparel brands' mass customization(hereafter, MC) implementation by comparing the apparel brands' current status with consumers' expectation. One hundred apparel brands' practitioners and 116 consumers were surveyed in this research. First, we found that, on the basis of the five stages of MC presented by Pine(1993), apparel brands' MC stages were identified. Then, customers' expectation levels were examined according to the five stages. When compared the gap between the customers' expectation level and the apparel brands' implementation, consumers' expectation of MC was significantly higher than the implementation level by apparel brands for the stage 2(customized products creation), the stage 5(modular production). Second, by conducting a factor analysis with the scales measuring the MC activities of the five stages, apparel brands' current MC strategies could be classified as 'mass customized strategy', 'quick response strategy', 'MOT(moment of truth) customized strategy', and 'individualized service strategy.' Apparel brands showed significant differences in mass customized strategy, quickresponse strategy, and MOT customized strategy according to their product characteristics. Finally, consumers' expectation level of MC strategies was significantly different by their characteristics such as shopping orientation.

• 한국엔터테인먼트산업학회논문지
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• 제13권6호
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• pp.33-44
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• 2019

시시각각 급변하는 현시대의 무한경쟁 시대에서 살아남기 위해 기업은 경쟁력을 확보하기 위한 내적 자원의 중요성을 강조하고 있다. 특히 서비스 산업은 호텔 종사원이 직접 대면하여 서비스를 제공하기 때문에 종사원의 태도는 고객이 지각하는 서비스의 만족도에 직접적인 영향을 미친다. 이는 결과적으로 조직의 생존 및 발전에 직결되어 있다. 본 연구의 목적은 호텔 관리자의 변혁적 리더십과 조직원이 지각하는 자기효능감, 조직에 대한 몰입, 그리고 직무 성과 간의 관계를 분석하는 데 있다. 이를 통해 호텔 산업에서 관리자의 리더십 발휘에 대한 이론적·실무적인 관점에서 시사점을 제시하고자 한다. 연구 분석 결과에 따르면, 변혁적 리더십, 자기효능감, 조직몰입은 직무성과에 부분적으로 유의미한 영향을 미치는 것으로 나타났다. 따라서 호텔 관리자는 강력한 비전을 제시해야 하고, 목적의식을 강조하며 종사원에 대해 끊임없는 개별적인 배려를 통해 자발적인 참여와 창의성을 이끌어내야 한다.