항공서비스의 관계효익과 고객가치, 고객만족도, 고객충성도와의 구조적 관계에 관한 연구

서명선,한용준,안성식 한국서비스경영학회 2012 한국서비스경영학회 학술대회 Vol.2012 No.11

The reason why the relational marketing is regarded to be important, is because the recognition in which customer maintenance expense is more economical, and the utility value obtained from the maintenance of customers is greater, was prevailed. The relational marketing forms the structure that naturally generates profits by maintaining long-term relationship with the customers, and through this, it focuses on long-term customer lifetime value, rather than short-term performances by establishing the customers as the companions of corporations. Accordingly, in this research, it was intended to study what kinds of benefits the relational marketing activities provide from the customer"s point of view, and how such benefits affect the customer"s value and satisfaction. Accordingly, such concepts that are regarded to be the most important in relational marketing as correlations between relational benefits and customer value, customer satisfaction, and customer loyalty were researched and analyzed. As a result of research, it was found that the relational benefits positively influenced the customer value, and the 3 of the benefits (psychological, social, and special treatment) except for economical benefit notably influenced the customer satisfaction. In addition, it was found that the customer value notably affected the customer satisfaction and customer loyalty, and the customer satisfaction also notably influenced the customer loyalty. Based on the above results, it is intended to suggest strategic marketing measures that can increase the satisfaction and loyalty of customers from the airline"s position.

유신체제하의 국가와 여성단체 : 한국여성단체협의회의 활동을 중심으로

서명선 이화여자대학교 한국여성연구소 1989 여성학논집 Vol.6 No.-

This study investigates the relationship between the state policy and the activities of women's organizations during Yu-Shin period, focused on the activities of the Korean National Council of Women(KNCW). The constitution of Yu-Shin came into being mainly from the lust for everlasting power of the power-holder who had taken the position by the military coup. The state under the Yu-Shin constitution, therefore, strongly pursued the line of export-oriented economic growth, through which it intended to rationalize such a violent and heterodox origin. At the same time, using the condition of the national partition, it strengthened the ideology of "all-out national security" and oppressed the free expression of criticism on state policies and on social conditions. In the process of pursuing the economic growth policy backed up by the "all-out national security" ideology, women were firstly lured into the labour market as cheap labour force and suffered from the menial working conditions. Secondly, women continue to be the main target for the family planning project which had been implemented for the purpose of raising the income per capita. Thirdly, they were mobilized for disseminating and rein forcing the ideology of the "all-out national security". The main interest of this study is to analysis the response of the KNCW facing the state as such. The materials used here for analysis are the monthly bulletin published the KNCW, Yeo-Sung (women), and the annual reports for it's regular general meetings of 1972-1979. The outcomes of the analysis are as follows: Firstly, the KNCW officially paid no attention to the female worker's struggles against their working conditions except for making several solutions at the annual National Women's Convention. Secondly, it actively implemented the family planning project, without realizing the fact that women's sexuality was being controlled by the state for it's own interest. Thirdly, it contributed to reinforcing the ideology of "all-out national security" in such ways as waging demonstrations against communism of the North and visiting soldiers to the front line to encourage them, among others. Putting all these things together, a conclusion can be drawn: the activities of the KNCW during the period tended to support and vindicate the anthoritarian and patriarchal state policies rather than waging counteractions for women's interest. It is not clearly identified here whether such activities were voluntarily performed by the pressure and/of mobilization of the state of were deeply influenced by the state policies, the concrete programs seem more likely to have been planned and implemented by the KNCW's initiation. What is suggested from the analysis is that in order to advocate women's interests and to lead women's movement, the KNCW should firstly form a solid concept of women's interests and the idea of the kind of activities necessary for women's emancipation in Korea.

謹賀新年

서명선 한국여성정책연구원(구 한국여성개발원) 2006 젠더리뷰 Vol.3 No.-

[정책논단/제26차 여성정책포럼 : 정부혁신과 여성공무원정책 발전방안] 인사말

서명선 한국여성개발원 2005 여성정책포럼 Vol.10 No.-

항공서비스 : 항공사 객실승무원의 조직문화와 성과

서명선 한국항공경영학회 2007 한국항공경영학회 춘계학술대회 Vol.2007 No.-

서비스스케이프가 고객만족, 신뢰와 몰입이 관계행동요인에 미치는 영향관계

서명선 한국서비스경영학회 2011 한국서비스경영학회 학술대회 Vol.2011 No.11

Currently fierce competitions between airlines are requiring efforts such as introducing new managements, establishing new marketing strategies, management techniques on earning rates, and strategic alliances between multi-national airlines etc. When selecting any airlines, consumers at now do not conclude decision-making based on airline’s kinds of airplanes, routes, and charges only. So, airlines are endeavoring so that passengers could be regular customers on specific airlines by providing useful mileage system, cabin amenities, and satisfactory services when contacting with them. Customers become to contact with the servicescape primarily before experiencing direct services, and this is recognized after being transformed to corresponding services. Also, as they experience the service process as restricted forms within physical frames of given environments, they became to receive corresponding services based physical environments consciously or unconsciously, and then evaluate the image and quality on services. Actually, it can be looked easily that servicescape in the service industry such as airlines, hotel, restaurant, bank, and large mart etc are effecting to customer’s behaviors and responses while forming images on corresponding companies(Baker, 1987; Bitner, 1986; Booms & Bitner, 1982; Shostack, 1997; Parasuraman et al., 1985). Therefore, the study will look into customer satisfactions having been investigated as related concepts with service quality at such servicescape, and intends to correctly grasp services that can satisfy customer’s needs through researching on effects of influencing to relevant quality and behavioral factors. Finally, this study could lay a meaning in giving helps to establishing effective corporate managing strategies so as to enhance customer satisfactions together with providing aerial services differently from previous ones in levels by seizing these services.

항공서비스 전공 대학생의 진로자기효능감이 전공만족도에 미치는 영향에 관한 연구

서명선 한국취업진로학회 2019 취업진로연구 Vol.9 No.3

The time in university can be considered as the time of selecting career as exploring and developing identity and possibility of individuals in terms of career development because college students need to live their lives as members of society after they graduate. College students get to decide their career by considering internal factors as interest, ability, value, and self-efficacy and external factors as family environment and vocational qualification. Students majoring in airline service make career preparation behavior as soon as they enter college, but they experience various problems related to career decision as lack of career information, lack of interest, and career instability in the process of entering into society due to high competition rate by limited jobs compare to the increased departments related to airline service. Making the right career decision can be considered as the most important task for college students because the way and quality of life change completely depending on which career they choose. Self-efficacy that signifies judgement on the ability of individuals to perform necessary actions to achieve results is the concept that has been receiving attention as a factor that has a decisive influence on performance motive. Perceived self-efficacy in career area is a variable that makes effect on academic achievement and continuity, career decision, and career related behavior. r Career decision being one of the important development tasks that college students face during their college days, it is necessary to investigate a relationship between career decision-making self-efficacy and satisfaction in major. It is considered that determining variables related to career decision by suggesting a prediction model of variables that make effect on career decision of college students can make effective intervention on career development of college students. Therefore, this study was intended to provide basic information and practical guideline for developing vocational education for leading the development of national industry by cultivating professional specialists with global competitiveness by improving career decision-making self-efficacy needed for deciding a lifelong career of college students by making persistent effort without giving up and improving the quality of education focusing on the field training through a systematic education system of college. According to the result of this study, it was identified that career decision-making self-efficacy makes effects on satisfaction in major. 대학생들은 졸업 후에 사회인으로써 인생을 살아가야 하기 때문에 대학생 시기는 진로발달 관점에서 개개인의 정체성과 가능성을 탐색하고 개발시키는 등 자신이 원하는 진로를 선택하는 시기라 할 수 있다. 대학생들은 개인의 흥미, 능력, 가치관, 자기효능감 등의 내적 요소와 더불어 가정환경, 직업조건 등 외적 요소들을 고려하여 진로를 결정하게 된다. 항공서비스 전공 대학생들의 경우, 입학과 동시에 진로준비행동을 하게 되는데, 항공서비스 관련된 학과의 증가에 비하여 한정된 일자리로 인한 높은 경쟁률로 인한 사회진출 과정에서 직업정보부족, 흥미부족, 진로불안정 등 진로결정과 관련된 다양한 문제들을 겪게 된다. 대학생들에게 있어 어떠한 진로를 선택하느냐에 따라 삶의 모습과 질은 완전히 달라지기 때문에 올바른 진로결정은 일생에 있어 가장 중요한 과업이라 할 수 있다. 이처럼 어떤 결과를 이루기 위해 필요한 행동을 조직하고 수행할 수 있는 개인의 능력에 대한 판단을 의미하는 자기효능감은 수행동기에 결정적인 영향을 주는 요인으로 주목받아온 개념이라 할 수 있다. 진로영역에서의 지각된 자기효능감은 학업적 성취와 지속성, 진로선택과 진로관련 행동에 영향을 미치는 변인이라 할 수 있다. 우리나라 대학생들에게 진로결정은 재학기간 중 직면하는 중요한 발달 과업 중 하나로써, 진로결정 자기효능감과 전공만족도의 관계를 규명할 필요가 있다. 대학생의 진로결정에 영향을 미치는 변인들의 예측모델을 제시함으로써 진로결정과 관련된 변인을 밝히고 진로결정의 과정을 파악한다면, 대학생의 진로개발에 있어서 효과적인 개입을 할 수 있을 것이라 판단된다. 따라서 본 연구는 대학생들이 포기하지 않고 지속적으로 노력하여 평생 직업을 결정하는데 필요한 진로결정 자기효능감을 높이고 대학교의 체계적인 교육 시스템을 통한 현장중심 교육의 질을 향상시켜 글로벌 경쟁력을 갖춘 전문 기술인을 양성하여 국가산업 발전을 이끌어 갈 직업교육을 발전시키는데 기본정보 및 실무적 가이드라인을 제시하고자 연구를 진행하였다. 연구를 진행한 결과, 진로결정 자기효능감이 전공만족도에 영향을 미치는 것으로 나타났다.

[정책논단/제25차 여성정책포럼: 성매매처벌법 시행 6개월, 무엇이 달라지고 있는가?_원장·사회자 인사말]성매매에 대한 의식과 태도에 긍정적인 변화의 조짐이 나타나고 있다

서명선 한국여성개발원 2005 여성정책포럼 Vol.9 No.-

항공서비스 전공대학생의 수업에 대한 만족도가 진로준비행동에 미치는 영향에 관한 연구

서명선,박수진,안성식 한국취업진로학회 2018 취업진로연구 Vol.8 No.4

As the demand for international tourism grows at a rapid pace, the aviation industry is becoming an industry which the door of employment is increasingly narrowing due to an oversupply of the aviation industry by the increasing number of universities operating air service related departments. Therefore, universities in aviation service-related departments must provide more uniform and structured facilities and professional-oriented curriculum through industry-academia exchange in order to be more competitive than other universities. Providing such an educational environment will increase the satisfaction of university students, and they will have interest and attachment to their majors, showing active career preparation behaviors in order to gain more information about the occupation and labor market related to the majors. Accordingly, the purpose of this study is to observe the major satisfaction of students based on the education environment of aviation service related department to analyze its effect on the actions to prepare for employment and finally to investigate the changes and development direction of the education environment related to aviation service. Therefore, this study aims to analyze the effects of aviation service major students' major satisfaction and career preparation behaviors on the aviation service to remove dissatisfaction factors in education related to aviation service and to make effective educational activities according to the characteristics of individual university student. As a result of this study, it was observed that there is a difference in career preparation behavior according to the demographic characteristics of university students and the major satisfaction affects the career preparation behavior. 항공 산업의 경우 국제 관광의 수요 증가로 빠른 속도로 성장하게 되면서 항공서비스 관련 학과를 운영하는 대학교의 증가로 인하여 현장 수요대비 절대적 공급과잉으로 취업의 문이 점점 좁아지고 있는 산업이라 할 수 있다. 그렇기 때문에 항공서비스 관련 학과의 대학교들은 경쟁 대학교와의 경쟁에서 우위에 서기 위해서는 보다 균일화되고 체계화된 시설 제공 및 산학교류를 통한 실무 중심의 전문적인 교과과정을 제공해야만 한다. 대학교에서 이와 같은 교육환경을 제공하게 될 경우 대학생들의 만족도는 높아지게 될 것이며, 자신의 전공에 흥미와 애착을 가지게 되어 전공과 관련된 직업과 노동시장에 관하여 더 많은 정보를 얻고자 적극적인 진로준비행동을 보이게 될 것이다. 이에 본 연구는 현재 항공서비스 관련 학과의 교육환경을 바탕으로 전공만족도에 관한 연구를 진행하여 실제 취업 준비를 위한 행동에 어떤 방식으로 영향을 미치는지를 분석하여 향후 항공서비스 관련학과의 교육환경에 필요한 변화와 발전 방향을 연구하고자 하였다. 따라서 본 연구를 통해 항공서비스 전공 대학생들의 전공만족도와 진로준비행동에 미치는 영향을 분석하여 항공서비스 관련 교육에 있어서 불만족 요인을 해소하고 대학생 개개인의 특성에 따른 효과적인 교육활동을 이루어지도록 하고자 한다. 연구를 분석한 결과, 대학생들의 인구통계학적 특성에 따라 진로준비행동에 차이가 있는 것으로 나타났으며, 전공만족도가 진로준비행동에 영향을 미치는 것으로 나타났다.

대학생들의 진로선택동기와 대학생활만족도를 향상시키기 위한 방안에 관한 연구

서명선,정정희,안성식 한국취업진로학회 2021 취업진로연구 Vol.11 No.2

대학생은 청년 후기 혹은 성인 초기에 해당하며, 정신적 발달과정상 매우 중요한 의미를 가지고 있 는 시기라 할 수 있다. 특히 대학생의 경우 신체적인 측면에서 보면 성장이 끝난 시기이지만 심리적 측 면에서 아직 미성숙한 상태에서 사회인이 되기 위한 자아정체성을 형성해야 되는 발달과업을 수행하는 시기이다. 대학생 시기는 사회인으로 나가기 전 진로를 선택하는 실천단계로서 진로선택에 필요한 교 육과 경험을 바탕으로 진로목표를 설정하고 목표를 달성하기 위해 정교하고 구체화된 계획을 세우는 단계라 할 수 있다. 대학생들이 전문성을 갖추고 사회로 진출하기 위해서는 진로선택이 중요하게 작용하기 때문에 진로 선택은 개인의 대학 생활뿐만 아니라 장래에 영향을 미치게 된다. 이처럼 진로선택은 미래 삶에 영향을 미치는 중요한 잠재요소로 미래를 설계하는 시작으로 자신의 적성과 자신감 등이 필수적이라 할 수 있 다. 우리나라 대학시장은 장기화된 경제 침체 이외에도 정보화의 급류와 함께 정부의 탈 규제정책 등과 같은 거시적인 교육환경이 빠르게 변함에 따라 무한경쟁의 시대에 접어들고 있다. 특히, 외식 관련 전 문학교 수요의 증가로 인하여 대학에서는 학생들의 욕구를 반영한 과목 개설 및 전공제, 강의평가제 등 을 도입하는 등 무한경쟁의 교육환경에서 성장ㆍ유지ㆍ발전하기 위해 재학생 만족도를 극대화하기 위 해 끊임없이 노력하고 있다. 본 연구에서는 외식전공대학생들을 대상으로 ISA분석을 활용하여 대학교 서비스 전반의 품질을 측 정하고 중요도와 만족도를 분석하고, 분석된 결과를 바탕으로 진로선택동기와 대학생활만족도를 높이 기 위한 전략적 제시를 제공하고자 연구를 진행한 결과, 진로선택동기와 대학생활만족도에 영향을 미 치는 것으로 나타났다. A college student is in the latter period of youth and the initial stage of adulthood, and this stage holds highly important meaning in terms of the mental development process. In particular, even though the physical growth of college students had stopped, their psychological aspect still stays in an immature state where their self-identity needs to face further developmental tasks of formation to prepare themselves as professional members of the society. A college student is in a stage of practice for selecting a career before becoming professional social members. Thus, a college student is in a stage of establishing a career goal based on education and experience necessary for career selection and setting up detailed and specific plans to achieve the goal. Since career selection plays a crucial role in preparing for specialty and professional life in the society, career selection gives an influence on not only one’s college life but also his/her future. Like this, career selection is considered an important potential factor influencing one’s future life as a start of designing the future, for which one’s aptitude and self-confidence are indispensable. Our country’s college market is entering an age of unlimited competition in line with the quick changes of macroscopic educational environments such as deregulation policies of the government along with the prolonged economic recession and rapid stream of digitization. In particular, colleges are making a constant effort to maximize satisfaction of college students to grow, maintain and develop in the educational environment focused on unlimited competition, by opening subjects reflecting students’ needs and adopting major (specialty) system and lecture evaluation system, due to the growing demand of schools specialized in food service industry. With this in mind, this study measured the overall quality of college services and analyzed importance and satisfaction while applying the ISA analysis oriented to college students majoring in food service industry. Based on the analysis results, this study was intended to provide strategic suggestions to improve satisfaction of college students with their motives for career selection and their college life. The analysis turned out to give an influence on motives for career selection of college students and satisfaction with their college life.