항공기 객실 서비스스케이프가 객실승무원의 감정반응, 직무만족과 고객지향성에 미치는 영향

양성윤 ( Sung Youn Yang ),김기범 ( Ki Bum Kim ) 관광경영학회 2015 관광경영연구 Vol.66 No.-

In the aviation industry, Airlines use of IT technology for their Cabin hardware available, and many travelers have become a factor in the satisfaction. Just we call ‘Servicescape’, Feeling of this satisfaction or dissatisfaction about Servicescape in the passengers that the crew will be delivered directly to. Now, in the human services, as well as airline Servicescape also being considered for. In-flight service, Premium airlines want to increase customer satisfaction, They training and educating their a lot of the crew and controll complaint index, management of jon skill and regulation. And support them. Compared with competitor airlines Servicescape, cabin crew feel about feeling satisfied with their job by research on customer orientation, Appropriate investment for airlines Servicescape to maintain service levels will help. Key word : Airlines servicescape. Emotional response

동료지지가 서비스직원의 자기 효능과 직무성과에 미치는 영향

양성윤(Sung-Youn Yang) 한국산학기술학회 2019 한국산학기술학회논문지 Vol.20 No.1

4차 산업혁명 시대에 서비스기업에서도 각기 다른 다양한 차별화 정책을 내세우고 있다. 기존까지 단순하게 고객을 만족시켜 매출을 높이기위한 방법이 아닌 좀 더 원시안적 시각을 갖고 서비스를 제공하는 직원들의 마인드와 그들이 느끼는 환경에 대한 중요성이 점차 커지고 있다. 서비스기업은 궁극적으로 고객만족, 품질향상, 가치 있는 경영 등 긍정적인 경영성과를 나타내기 위하여 끊임없는 노력을 기울이고 있으며 다른 산업에 비하여 직원에 대한 높은 의존도를 가지고 있다. 따라서 고객들을 직접적으로 응대해야하는 서비스제공자인 직원의 마음가짐과 부여된 환경, 역량 등이 직·간접적으로 고객만족 및 성과에 큰 영향을 미칠 수 있다. 궁극적인 조직의 성과를 높이고 경쟁우위를 갖추기 위해서는 결국 서비스 제공자인 직원들에 대하여 개인역량 개발, 근무환경 지원 등 다양한 형태의 사회적 지지가 중요하다고 할 수 있다. 따라서 본 연구에서는 사회적 지지가 서비스종사원의 긍정심리자본, 창의성, 직무성과에 미치는 영향에 관한 연구에 대한 후속연구로 서비스프로세스 메트릭스 가운데 대량서비스영역인 도매점, 소매점, 학교, 은행 등에 종사하는 직원들을 대상으로 동료지지가 자기 효능감을 통하여 성과에 어떠한 영향을 주는지 살펴보았으며, 그 결과 총 3개의 가설 중 3개 모두 채택되었다. 동료와 전반적인 관계가 원활해지면 자기 효능감 또한 향상되고, 자기효능감이 높을수록 직무성과도 높게 나타나며, 동료와 업무적으로나 업무이외에 전반적으로 의지할 수 있다고 느끼는 경우 직무성과도 높게 나타나는 것을 알 수 있다. 본 연구는 대량서비스영역에 종사하는 직원들을 실증분석 대상으로 한 관련연구는 전무한 실정으로 지금까지 연구와는 좀 더 다른 관점으로 접근하여 서비스기업의 경쟁력을 높이기 위한 인적자원관리 측면에서의 전략을 좀 더 효율적이고 효과적으로 제시하여 관련 시사점을 제시하고자 한다. Service companies are making constant efforts to gain positive business performance such as customer satisfaction, quality improvement, and valuable management. Compared to other industries, service companies are highly dependent on workers for responding to customers and satisfying various customer needs in terms of business content and type. Thus, the attitude, given, environment, and capacity of the workers who supply service and serve customers are important factors that directly and indirectly influence customer satisfaction and performance. To enhance the performance of organizations and gain competitive advantage, it is important to provide the various forms of social support for workers as service suppliers. In this sense, active interests including the development of personal competence, support for working environment, and providing chances for the development of new services are significant. This study is a follow-up study on the influence of social support for positive psychological capital, creativity, and work performance of service workers. Among the service process matrix, this study targets the workers involved in mass service fields and seeks to examine how support for co-worker influences the performance through self-efficacy. No empirical analysis has examined workers involved in mass service fields. Thus, this study aims to take an approach different from that of previous studies and to suggest more effective human resource management strategies for enhancing the competitiveness of service companies and provide related implications.

호텔기업의 문화마케팅 활동이 기업이미지 및 서비스성과에 미치는 영향

양성윤 ( Yang Sungyoun ),김시원 ( Kim Seewon ) 한국호텔리조트학회 2021 호텔리조트연구 Vol.20 No.4

Currently, we are living in the era of the 4th industrial revolution. It can be seen that various kinds of products and services of new patterns are released in the manufacturing and service industries. In recent years, hotel companies have started environmental management systems as a way to improve their own image for products and services, or are conducting activities related to green marketing and image marketing. and one of them is cultural marketing. This study aims to integrate and deal with cultural marketing activities, corporate image, and service performance, that is, customer satisfaction and customer loyalty, as a practical marketing strategy of hotel companies, and to reveal the influence relationship between variables. As a result of the study, The effect of hotel culture marketing on corporate image, it was found that all sub-factors of cultural marketing activities had a positive effect on corporate image. Also, The effect of corporate image on service performance, it was found that the corporate image formed through cultural marketing has a positive effect on customer satisfaction and customer loyalty.

서비스종사원에 대한 사회적 지지가 긍정심리자본, 개인 창의 및 성과에 미치는 영향

양성윤(Yang, Sung-Youn) 한국외식경영학회 2017 외식경영연구 Vol.20 No.5

외식관련 서비스기업은 궁극적으로 고객만족, 품질경영 및 그에 수반하는 긍정적인 성과를 나타내기 위하여 끊임없이 부단한 노력을 기울이고 있다. 고객응대 시 상황에 따른 업무의 유연성이 매우 중요하며 조직의 성과를 높이고 경쟁우위를 차지하기 위해서는 결국 서비스 직원들에 대한 적극적인 관심과 지원 및 새로운 서비스 개발을 위한 환경 및 기회 등을 제공하는 것이 매우 중요하다고 할 수 있다. 본 연구를 통하여 긍정심리자본이 높은 종사원은 창의적인 접근과 더불어 자신의 직무성과를 향상시키고 노력, 개발하는 성향을 가지므로 궁극적으로는 외식관 련 서비스기업의 목표달성 및 고객만족이 이루어짐을 밝혔다. 향후 외식 서비스기 업에서 개인 및 조직의 사회적 지지의 유용성과 긍정심리자본과의 긍정적인 영향 관계를 통하여 내부마케팅을 모색하는데 기초자료가 되며 궁극적으로는 조직과 기업의 직무성과를 높이는 등 전략 수립에 기초가 되도록 하는 것으로 서비스품질개선 및 인적자원관리의 효과적인 운영에 대한 시사점을 제시하고 있다. Service companies continuously make constant efforts to have customer satisfaction, quality management and it accompanying positive performance. This study is to suggest new strategies existing manuals and systems and based and new approaches added. As the effects of positive psychological capitals through social support, it is to research the creativity in terms of individuals and organizations by relating it to the aspects of performance. Findings from this study could be used as basic data to seek internal marketing through usefulness of social supports in Individuals and organizations and positive effect relationship with positive psychological capitals in the service companies. And this study suggest implication on improvement of service quality and effective operation of human resources as it is to be basement to establish management strategy of human resources which will get the company more competitive in the future.

고분자 전해질의 구조와 자기조립

양성윤(Sung Yun Yang) 한국고분자학회 2005 고분자 과학과 기술 Vol.16 No.6

일본 유곽 문화와 신주 담론 재고 - 근세기 풍속 세태소설과 평판기의 언술을 중심으로 -

양성윤(Yang, Seong-Yoon) 동아시아일본학회 2024 일본문화연구 Vol.- No.89

This article critically examined the instability/excess of meaning of the concept of A by analyzing the discourse of the time on the concept of “Shinjū”, pointing out the conductivity of the concept of “Shinjū”, which is commonly understood in “the theory of culture on Yūkaku”. Due to the explanation that suicide is located at the last stage of “Shinjū” as an act of proving the truth about the Confucianism and the conceptualization of cultural history of double love suicide, the activities and activities of the women who have attempted Shinjū custom within the modern world are neglected and the implications of Shinjū are extremely reduced. The problematic self-portrait of ‘Shinju’ and the customs of the outline, composed of various texts about ‘Shinjū’, is developed by analyzing how the contemporary discourse situation/knowledge information and the topic/description/discussion effect of individual stories relate. In response, taking the「Youre lying too much」of『A keepsake left by Saikaku』, it was revealed that sharp criticism of the Yūkaku system, which was used and maintained as a means, is being formed in connection with the strategy/tactics of entertainment enjoyed as knowledge information in encyclopedias and Yūjo reprints.

초분자 결합체의 여러 가지 응용 연구

양성윤(Sung Yun Yang),안유진(Yoo Ji An) 한국고분자학회 2012 고분자 과학과 기술 Vol.23 No.1

리조트 서비스스케이프가 종사원의 직무만족 및 이직의도에 미치는 영향

양성윤 ( Sung Youn Yang ),김영택 ( Young Taek Kim ),김기범 ( Ki Bum Kim ) 관광경영학회 2014 관광경영연구 Vol.62 No.-

The service industry such as resorts which is highly depend on human resources, human service besides products is critical so the profits of the corporation can be decided by the communications between employees and customers. Therefore for the ultimate customer satisfaction, the role of employees is very important and we should not ignore the effort to meet their needs. Further in the future service companies, more practical and efficient human resource management is needed such as inner or outside environmental factors of service scape, job satisfaction and turnover intention. In this research, I will analyze empirically how service scape as physical environment for employee``s side affects job satisfaction and turnover intention with employee`s inner response cognitive and emotional response, and how it results on actual job satisfaction and turnover. Further, the ultimate objective is to show more efficient and effective human resource management methods. The result is as in the following. First the factor of service scape which affects emotional response is cooperation environment and esthetics. Second resort service scape doesn`t give any meanings on cognitive response, so service scape affects emotion and recognition respectively differently. Third the inner both emotional and cognitive response of employees highly affects job satisfaction. Fourth higher job satisfaction gives lower influence on turnover intention so reduces turnover intention as a result.

Polymer Based Functionalized Microfluidic Cell Chips for In-situ Monitoring of Cell Culture and Drug Efficacy

Sung Yun Yang(양성윤) 한국고분자학회 2020 한국고분자학회 학술대회 연구논문 초록집 Vol.45 No.2

Novel Study of Cell Morphology and Motility on Designed Polymeric Surfaces

Sung Yun Yang(양성윤) 한국고분자학회 2024 한국고분자학회 학술대회 연구논문 초록집 Vol.49 No.1