• 마케팅과학연구
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• 제20권3호
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• pp.269-277
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• 2010

现有文献表明, 影响服务业顾客忠诚的最重要因素是服务质量. 然而, 在服务质量是直接还是间接影响顾客忠诚方面, 学者们的观点有着明显的分歧. 目前, 中国国内专门针对移动通信行业服务质量与顾客忠诚之间关系的文章较少. 此外, 以往相关文献多是将顾客忠诚作为一个整体变量进行研究, 没有进一步将其细分为多个维度. 基于此, 本文拟通过实证研究来探析移动通信业服务质量各维度与顾客忠诚各维度之间的直接和间接影响机理, 其中选择顾客满意作为二者关系的中介变量, 希望研究结论能给国内移动通信企业的服务管理提供有效的理论指导. 为了使搜集到的数据有效, 本次调研范围仅限于黑龙江哈尔滨市, 调查对象为移动通信公司的用户. 本次调研采取随机抽样的方式, 共发放问卷350份, 收回问卷325份, 回收率为 92.9%. 剔除无效问卷, 有效问卷为289份, 即有效回收率为82.6%. 本文借鉴国内外现有文献所使用的量表, 这些量表已经在实证研究中得到验证. 本文提出六个假设, 总体而言, 只有四个假设没有得到支持. 为了验证服务质量构成要素量表的合理性, 本文对289份有效样本进行探索性因子分析. 同样, 对顾客忠诚的维度进行检验. 本研究采用Cronbach's ${\alpha}$系数来评价量表的信度. 本研究从内容效度, 结构效度和聚合效度三方面对问卷进行效度检验. 本研究对数据和模型的拟合优度进行检验, 以提高假设检验的准确程度. 通过文献资料的收集, 整理及数据处理, 本文提出了服务质量五维度模型以及服务质量与顾客忠诚度之间相互关系模型, 通过实证分析验证了有形性, 可靠性, 反应性, 保证性和关怀性是服务质量的五个构成要素, 验证了PZB对于服务质量的SERVQUAL的测量方法, 研究了移动通信服务质量各维度对顾客忠诚各维度的直接影响机理, 以及服务质量各维度如何通过顾客满意这一中介变量对顾客忠诚各维度的间接影响机理, 建立了相应的关系模型,并运用结构方程分析方法,对模型进行实证检验, 得出如下研究结论: 第一, 移动通信服务质量由有形性, 可靠性, 响应性, 保证性和移情性五个要素构成, 顾客忠诚由态度忠诚和行为忠诚两个维度构成. 在PZB设计的SERVQUAL量表基础上, 本文针对移动通信行业设计了服务质量测量量表, 通过探索性因子分析得出五个因子. 这五个因子与五构成要素基本一致, 说明服务质量五要素概念适用于移动通信行业. 同样, 对顾客忠诚量表进行因子分析, 得出两个因子, 与本文中的态度忠诚和行为忠诚相一致. 第二, 移动通信服务质量对顾客忠诚存在直接和间接的正向影响作用. 其中, 服务质量对态度忠诚有直接和间接的正向作用, 间接作用是通过顾客满意这一中介变量影响的; 服务质量对行为忠诚有直接和间接的正向作用, 间接作用是通过顾客满意和态度忠诚这两个中介变量影响的. 这说明移动通信服务质量越好, 顾客的满意度越高, 其对服务提供商的态度就越积极, 在行为上就越容易表现出对服务提供商的忠诚. 而且, 服务质量各维度对顾客忠诚各维度的影响机理是不同的, 比如: 有形性对顾客满意有直接的正向作用, 但对顾客忠诚却没有显著的直接作用; 保证性对顾客满意没有显著的直接作用, 但对顾客忠诚有直接和间接的正向作用. 第三, 顾客满意在移动通信服务质量与态度忠诚, 行为忠诚之间的具有显著的中介作用, 这说明服务质量的提高可以增加顾客的满意度, 而满意的顾客更容易成为忠诚的顾客; 而态度忠诚在移动通信服务质量与行为忠诚之间的具有显著的中介作用, 这说明顾客行为上表现出忠诚可能是虚假忠诚, 只有态度和行为都忠诚的顾客才是真正的忠诚顾客. 本文的研究结论对中国及其它国家的电信运营商如何提升服务质量有一定的借鉴意义. 本文存在两方面的局限性: 首先, 本研究仅在黑龙江哈尔滨地区进行问卷调研, 针对移动公司用户, 统计数据会存在一定的抽样误差, 影响最终的统计分析结果. 第二, 本研究主要探讨了服务质量对顾客忠诚的影响关系, 并引入了顾客满意作为中介变量, 但没有考虑其他可能影响顾客忠诚的因素, 例如顾客价值, 消费者特征等.

• 대한간호학회지
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• 제20권3호
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• pp.414-429
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• 1990

Numerous research reports have substantiated the role of stressful life events in relation to the onset of health changes. The relationship tends to hold across different age groups. Theoretically, adolescence has been considered a developmental crisis period of great stress, impoverished coping skills and high vulnerability to biological, social and psychological demands. The research problem addressed by this study was to examine the relationships between stressful life events and health symptom patterns, and the effect of two variables, coping and social, support, theoretically considered to mediate the relationship between stress and health symptoms in adolescents. The following five hypotheses were tested in this research : 1. Health symptoms are positively related to stressful life events in adolescents, 2. Health symptoms are negatively related to coping in adolescents, 3. Health symptoms are negatively related to social support in adolescents, 4. When coping is controlled, the relationship between health symptoms and stressful life events will decrease, and 5. When social support is controlled, the relationship between health symptoms and stressful life events will increase. The study subjects consisted of 1090 high school students of the metropolitan city of Seoul. The following sampling procedure was used : 1. Of the 169 high schools in nine school administrative districts in the city, a proportional sample of ten schools was selected. 2. One class from each of the freshman and sophomore was randomly selected and all the students who were in the sampled class were used as the study sample. The study was limited to freshman and sophomore adolescents, aged 15 to 18(mean＝16.6). Of the 1090 subjects 688(63%) were boys and 402(37%) were girls. An Adolescent Inventory of Stressful Life Events, a Health Symptom Questionnaire and an Adolescent Coping Inventory were adapted for this study. The Norbeck Social Support questionnaire was utilized to collect the data on perceived social support. Five high school teachers in the areas of school health and counselling reviewed the items of each questionnaire for content validity. A pilot study was undertaken to ascertain reliability. Fifty three high school students responded to the questionnaires and gave their opinions on the items. For stressful life events, health symptoms, coping, and social support, the Cronbach's alpha's on the study were .70, .94, .77, and .76, respectively. Research assistants attended all the sampled classes with the school proctor to explain the purpose and procedures of the study to the students. The questionnaires along with a ballpoint pen were distributed to the students who were asked to complete each item. The research assistants left the ballpoint pen with the students as a gift for their cooperation. An average of 50 minutes was required to complete the questionnaires. Using an SPSS, the first, three hypotheses were tested using Gamma, a measure of association for ordinal variables. Partial gamma was used to test the fourth and fifth hypotheses. Patterns of elaboration described by Babbie were selected to interpret the relationship of the three variable analyses. The significance of gamma was determined by Chisquare at a .05 level of significance. There was a positive relationship between health symptoms and stressful life events(Gamma＝.35, p＝.000). Thus the first hypothesis was supported. Unexpectedly, coping was positively related with health symptoms(Gamma＝.13, p＝.000). That is, the higher the coping levels, the greater number of health problems. The third hypothesis, the higher the level of social support, the fewer the health symptoms, was not accepted in this adolescent study group. When coping was controlled, under the condition of low coping the association between health symptoms and stressful life events increased significantly to a partial gamma of .39, and under the condition of high coping it was .30. According to the elaboration model, when one partial relationship is the same or greater than the original and the other is smaller, the control variable should be considered to be specifying the conditions. When social support was controlled the relationship between stressful life events and health symptoms increased under the condition of low social support, but with high social support, the relationship decreased. Both partial gamma were statistically significant at .05 level(.43 and .26 relatively). It can be interpreted that stressful life events are strongly and positively related to health symptoms under the condition of low social support, however this relationship can not be expected with high social support. Thus, the last two hypotheses were conditionally sustained. In this study, the relationships between stressful life events and health symptoms, and the specified me diating roles of coping and social support were found to have statistical interaction. This finding supports the theoretical position of this study. It suggests that stressful life events would create high susceptability to biological social and psychological health symptoms and coping and social support buffering the relationship between stressful life events and health symptom. The findings of this study have implications for nursing practice. When adolescents are confronted with non-developmental life events that are perceived as stressful, nurses should recognize the evidence of the stress-buffering effect of coping and social support on health symptoms and utilize the diverse sources of social support that are readily available to adolescents.

• 한국가정과교육학회지
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• 제33권3호
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• pp.85-105
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• 2021

이 연구의 목적은 중학교 가정 교과 수업에서 디자인씽킹을 활용한 협력적 소비 교육 프로그램을 개발하고 실행하여 학생들의 협력적 문제해결역량에 미치는 영향을 알아보는데 있다. 이에 ADDIE 모형에 따라 디자인씽킹에 기반 한 협력적 소비 교육 프로그램을 개발하고, 총 25명의 학생을 대상으로 실행한 후 평가를 실시하였으며, 연구 결과는 다음과 같다. 첫째, 선행연구를 바탕으로 협력적 소비의 실천을 위한 '공유학교 만들기'를 주제로 D. school의 디자인씽킹 프로세스에 기반한 소비교육 프로그램을 개발하였다. 8차시의 교수·학습 과정안과 워크북을 전문가 타당도 검증한 결과, 문항 평균 4.72(5점 만점), CVI 평균 0.93으로 내용 타당도와 현장 적합성이 우수하다고 검증받았다. 둘째, 협력적 소비 교육 프로그램을 실행하고, 수정·보완된 협력적 문제해결역량 도구를 활용한 사전-사후검사와 개방형 설문조사를 실시한 결과를 종합해볼 때, 학생들이 협력적 소비에 대한 지식과 필요성을 인식하여 실천의식이 향상됨과 함께 개발한 프로그램이 협력적 문제해결역량을 향상시키는 데 유의미한 효과가 있음을 확인하였다. 후속연구로 연구 대상의 확대, 디자인씽킹을 적용한 가정 교과 프로그램 및 소비자 역량 강화를 위한 프로그램 연구, 개발을 제언하였다. 이 연구는 디자인씽킹을 활용한 협력적 소비 교육 프로그램이 청소년의 협력적 문제해결역량 향상에 효과가 있음을 확인하였으며, 가정교과에서 변화하는 소비환경에 따른 소비자 교육 변화 요구에 부응하여 '협력적 소비'를 주제로 소비 교육 프로그램을 개발했다는 점에서 의의가 있다.

• 기본간호학회지
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• 제6권3호
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• pp.414-433
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• 1999

The purpose of this study is to identify the needs which are perceived by one of the familiy members who have head injury parients by traffic accidents in the intensive care units. Subjects were 70 families members of head injury patients admitted to 2 general hospitals NICU located Pusan city, 1 general hospital NICU located Ulsan city from December 1. 1998 to February 28. 1999. For this study, 70 family members were interviewed with aid of a Likert scale which was developed by researcher for this study. For development of the survey instrument, literature review and open questionnaire technique with family members and the nurses working in NICU. The 50needs-items were classified into 7 groups according to the homogeneity of the items with the support of literature review. For the content validity, the instrument was reviewed by 1 nursing professor and the internal reliability of this instrument was Cronbach alpha=0.94 which is highly accepted. Data was analyzed by a SPSS computer program. Data analysis included frequency. percentage, mean, standard variance and t-test or ANOVA. The results were as followings : 1. The general characteristics of head injury patients shows that the male was 74.3%, the female was 25.7% and age distribution shows that the fifty-fifty nine years was 30%, the highest. Of religion the buddhism was the most, The diagnosis distribution shows that epidural hematoma was 32.9% and subdural hematoma was 24.3%. The mentalility distribution shows that semicoma was 31.4% and stupor was 31.4%. Hemiplegia was 42.9% 2. The general charaterisrics of the family needs of head injury patients shows that thirty-thirty nine years was 31.4%, the highest. sex distribution shows that the male was 20%, the female was 80%. Of religion the buddism was the most. 3. The family needs of head injury patients was $3.03{\pm}0.42$, needs for the information of a patient's condition was $3.65{\pm}0.48$, the highest. And needs for the information of care and treatment was $3.48{\pm}0.48$, needs to be supplied with comfortable facilities for family was $3.04{\pm}0.66$, needs to be participate in a patient's care was $2.90{\pm}0.55$, needs to be informed about the available resources was $2.83{\pm}0.59$, needs to be supported emotionally for family was $2.79{\pm}0.55$, needs for religious assistance was $2.51{\pm}0.85$. 4. Examining the family needs of head injury patients according to patient's characteristics, mentality, plegia degree and operation were shown be variables to make an effect on the needs for the head injury patients family. At all, according to severity of head. injury, the family needs of head injury patients was high. 5. Examining the family needs of head injury patients according to their general characteristics, we could know that religion, job. income were shown to be variables to make an effect on the family needs. Through the examination it can be seen that the characteristics of head injury patients and the family needs of head injury patients. In conclusion, the family needs of head injury patients was almost same the family needs of ICU patients. Therefore we must involve the family's care of head injury patients and we must provide exact and repeated explanation, education and support the family of head injury patients. As this study was resulted in selecting the families admitted to NICU of some general hospital, we couldn't stretch the result in our favor. Therefore, continuous studies are suggested.

• 디지털융복합연구
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• 제19권7호
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• pp.57-70
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• 2021

코로나-19가 확산하면서 비대면 학습을 할 수 있는 스마트 러닝에 관한 관심이 증가하고 있다. 본 연구는 스마트 러닝의 개념에 대한 이해와 스마트 러닝에 관련된 선행연구를 살펴보고, 코로나-19에 대한 사용자의 생각과 스마트러닝 시스템의 정보 품질 및 시스템 품질이 사용자의 수용에 어떻게 영향을 미치는지 분석한 실증연구이다. 본 연구는 코로나-19에 대한 지각된 민감성과 심각성이 전파위험 걱정을 매개로 하여 스마트 러닝에 대한 만족과 사용에 대한 영향력을 살펴보았고, 콘텐츠 품질과 상호작용 품질로 구성된 정보 품질과 시스템 접근성과 기능성으로 구성된 시스템 품질이 사용자 만족을 매개로 하여 스마트 러닝 사용에 미치는 영향력을 살펴보았다. 제안된 모형을 검증하기 위해 스마트 러닝 사용 경험이 있는 사용자 334명을 대상으로 설문을 실시하였고, Smart PLS 3.0을 이용하여 분석을 수행하였다. 분석 결과에 따르면 정보 품질과 시스템 품질 중에서 기능성만 스마트 러닝의 만족에 양(+)의 영향을 미쳤고, 만족은 사용 행동에 양(+)에 영향을 미쳤다. 그러나 시스템 품질 중 접근성은 만족에 영향을 미치지 않는 것으로 나타났으며 전파위험 걱정은 만족에 부정적인 영향을 미치는 것으로 나타났다. 본 연구는 코로나-19와 같은 새로운 감염병의 위기상황 속에서 학생들의 학습을 지원하기 위한 스마트 러닝을 연구할 때에 연구자들에게 의미 있는 가이드 라인을 제공할 수 있을 뿐만 아니라 교육기관과 스마트 러닝 관련 업체들에게도 유용한 시사점을 제공할 수 있을 것이다.

• 한국유통학회지:유통연구
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• 제15권3호
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• pp.111-137
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• 2010

본 연구는 서비스 시장에서의 지각된 품질과 개인가치간의 인과적 관계 및 고객의 인지욕구에 따른 온 오프라인상의 조절효과에 대해 실증분석하였으며 이를 통해 개인가치에 대한 서비스 전략과 마케팅 관리의 중요성을 제시하고 있다. 서비스 시장에서 서비스 제공자와 구매자간의 장기적 거래관계의 중요성이 크게 부각됨에 따라 관계구축 및 강화에 매우 중요한 역할을 하는 개인가치에 관한 연구는 학계뿐만 아니라 실무적으로도 고객관계관리의 관점에서 시사하는 바가 크다고 할 수 있다. 실증분석을 위해 대형마트(할인점)와 인터넷 쇼핑몰을 이용하는 고객을 대상으로 설문을 통해 데이터를 수집하였으며 온 오프라인의 비교분석을 통한 차이검증을 위한 인과적 구성모델에 대해 구조방정식 모델분석을 통해 가설검증하였다. 구성모델에 대한 분석결과 물리적 환경, 상호작용 품질, 그리고 결과품질로 구성된 지각된 품질은 안정적 삶, 사회적 인식, 사회적 통합으로 구성된 서비스 개인가치에 통계적으로 매우 유의한 정(+)의 영향을 미치는 것으로 나타났으며 집단간 차이효과분석을 통해서도 온 오프라인에 따른 조정효과는 온라인에서보다는 오프라인에서 더 유의한 것으로 나타났다. 그리고 온라인상에서의 서비스에 대한 인지욕구가 높을 때보다는 오프라인상에서의 서비스에 대한 인지욕구가 높을 때 개인가치에 더 유의한 영향을 미치는 것으로 나타났다. 마지막으로 본 연구의 구성모델에 대한 적합도 역시 수용할만한 수준인 것으로 나타났다.