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고객의 무례함이 이직의도에 미치는 영향: 직무요구와 정서적 소진의 매개역할
김용순 한국콘텐츠학회 2024 한국콘텐츠학회논문지 Vol.24 No.2
고객의 무례함은 무례, 결례 또는 모욕 같은 예의 없는 방식으로 종사원을 대우하는 것을 의미한다. 고객의 무례함은 종사원에게 직무요구, 정서적 소진, 그리고 종사원의 이직의도 등과 같은 부정적인 결과에 영향을 미칠 수 있다. 직무요구와 정서적 소진은 이직의도의 의미 있는 예측변수로 인정되고 있음에도 불구하고 이들 간의 매커니즘에 대한 관심은 거의 없다. 본 연구는 고객의 무례함과 이직의도 사이의 관계를 탐구하였으며, 직무요구와 정서적 소진의 매개효과도 살펴보았다. 온라인 설문에 응답한 436명의 접점 종사원의 데이터를 사용하여 분석하였다. 연구결과, 첫째, 고객의 무례함은 이직의도에 유의한 긍정적 영향을 주었다. 둘째, 고객의 무례함은 직무요구와 정서적 소진에 유의한 영향을 주었다. 셋째, 직무요구와 정서적 소진은 이직의도에 유의한 영향을 주었다. 넷째, 직무요구와 정서적 소진은 고객의 무례함과 이직의도 간의 관계에서 매개효과를 주었다. 이 연구는 고객의 무례함과 종사원의 이직의도 간의 관계에 대한 이해를 높이고 고객의 무례함에 대한 연구를 풍부하게 하는 경험개발 및 개념모델을 제안한다. Customer Incivility is defined as treating employees in an uncivilized way, such as rudeness, disrespect or insult. Customer incivility can have negative consequences for employees, including job demands, emotional exhaustion and turnover intention. Although job demands and emotional exhaustion have been identified as significant predictors of turnover intention, little attentions has been paid to the mechanism among these determinants. The purposed research framework was tested using data from 436 front-line employees who responded to an online questionnaire. The results of empirical analysis showed as follows. First, Customer incivility was positively associated with turnover intention. Second, Customer incivility was positively associated with job demands and emotional exhaustion. Third, Job demands and emotional exhaustion had a significant impact on turnover intentions. Fourth, Job demands and emotional exhaustion played a significant mediating role between customer incivility and turnover intention. This study purposes a conceptual model of experience development and testing, which enhances the understanding of the relationship between customer incivility and employees’ turnover intention and enriches the research on customer incivility.
金容淳 진주여자전문대학 1992 論文集 Vol.15 No.-
The purpose of this study is to discribe the impact of tourism on environmental conservation. Ascessing the impact of tourism on environment is notoriously difficult, and is often hindered by emotional factors or considerations of private interest. Further, data on tourist internal movements and impact itself is scarce. But the discription of this thesis is to explain natural environment and the impact of tourist and tourism developments. As a result, circusmstance is various so widely that general conclusions about the relationship of tourism and conservation are in limitted value. And then, the environmental impact of tourism must be perspective. So, conservation for natural enviroment must approach the focuse of problems by the systemetic and holistic method.
金容淳 진주여자전문대학 1993 論文集 Vol.16 No.-
As the economical importance of service industry is escalating with the rapid development of Korean economy, the tendency to serve the economy has been intensified. Also, the future society is expected to become an off-industrialization society as the new society, with the value creation center, is changed from tangibles to intangibles. One of the biggest features apperaing to us in the process of this change is the service phenomena in economy. Currently, the modern hotel business is tending towards the large-scale internationalization. And the tourism industry is pursuing development as a new grand enterprise effective in culture, economy and society by contributing to national economic development caused by the the national income growth as well as the improvement of the balance of international payment. The hotel business, which forms the main axis of the tourism industry, especially requires vast expert knowledge and is also an enterprise tremendously dependant on man power. The main hotel business package consists of quest rooms and the food & beverage department. However, it also needs additional goods and services. It has become time for us to make an effort for edveloping projects and effective management of reasonable service evaluation, supervision, as well as employee deucation, which contributes to the growth of competitiveness and development of hotels with new recognition and interest in the hotel business. Service management is a total management process related to all kinds of activity which its objective is to satisfy patrons desires and expectations through service. Since patrons are the business in service industry, every direction of policy should be directed toward patrons and also begin and end with them. Seeing from the characteristics of hotel business, the focal point of this research lies in presenting a system of education training for hotel employees order to provide effective service.
재난 관련 위기경보 발령에 따른 공중유형 분류에 관한 연구
김용순,최돈묵 한국화재소방학회 2020 한국화재소방학회논문지 Vol.34 No.3
Recently, a new infectious disease, COVID-19, has been spreading not only in Korea but around the world. As a result,the Korean government raised the level of infectious disease crisis alerts to a serious level on February 23, 2020. Thepurpose of this study is to apply the situational theory of publics to publics segmentation according to the issuance of acrisis alert and to suggest ways to improve the crisis alert system. To this end, the level of public perception on crisis alertswas checked. The verification confirmed that the situational theory of publics is a suitable theoretical framework foranalyzing the communication behaviors of the public toward crisis alerts. As a result of the public segmentation, 42.7%were classified as active publics. Based on this, it was suggested to reorganize the crisis alert system as a system forcommunicating with the public. 최근 해외 신종 감염병 코로나19가 우리나라뿐만 아니라 세계적으로 확산되고 있다. 이로 인해 정부는 2020년 2월23일 감염병 재난 위기경보 수준을 심각단계로 격상했다. 이 연구는 공중상황이론을 적용하여 위기경보 발령에 따른공중을 유형별로 분류해 보고, 위기경보체계 개선방안을 제시하는 것이다. 이를 위해 위기경보에 관한 국민의 인식정도를 확인하였다. 검증을 통해 공중상황이론이 위기경보에 대한 공중의 정보행위 의도를 분석하기에 적합한 이론적 틀이라는 것을 확인했다. 공중을 유형별로 분류한 결과 42.7%가 활동공중으로 분류되었다. 이를 토대로 위기경보체계를 국민과 소통할 수 있는 체계로 재정비할 것을 제안했다.
최근 5년간의 국내·외 표준 진료 지침서(Critical Pathway) 연구논문분석 : 1995년~1999년 From 1995 to 1999
김용순,박지원,김기연 한국의료QA학회 2000 한국의료질향상학회지 Vol.7 No.2
Background : Emphasis in healthcare during the 1990s has been to provide both optimal wellness and function with quality in a cost-effective manner. Critical pathway was developed to meet the need to guide clients along the continunm of care and to achieve continuity of care. The purpose of this study is to review and analyze artides related to the critical pathway that had developed and applied in Korea and abroad from 1995 to 1999. Methods : Total 39 studies were analyzed in terms of group of application, need of development, horizontal axis: time frame, vertical axis : items of care, task force team. identification of preliminary critical pathway, validation of preliminary critical pathway, types of final critical pathway, a person who coordinates and effects on critical pathway. Results : In the aspect of group of application, there were various diseases in the overseas than in Korea. In domestic and overseas, the horizontal axis included mainly the time from the start of hospitalization to discharge and vertical axis of the critical pathway included commonly the following nine items : tests, diet, medications, consultations, activity, assessments, treatments, education. discharge planning. Preliminary critical pathway was mainly drawn up through chart review in both. Types of final critical pathway were mostly for medical team use in Korea and were for medical team and patient use in abroad. A person who coordinates critical pathway was mostly nurse in abroad. There was positive effects on critical pathway in both. Conclusion : Staff education and information about critical pathway are needed to use it effectively.
김용순,박지원,박연옥 한국의료QA학회 1997 한국의료질향상학회지 Vol.4 No.1
Background : An important issue in health care today is in trying to center service around the hospitalized patient. There is a "kindness Movement" developing now. Where in the focus of Health Care is being changed from simply treating the basic physical needs of the patient with sophisticated technology. to keeping emotional well being healthy with more humane and attentive treatment. In our attempt to reach the goal of a completely satisfied patient, we undertook a study of the common complaints of patients, and the subsequent nature of the interventions. Method : The study was carried out in two stages, first the patients made known their complaints by filling out questionnaires, then we collected data on the attempts to alleviate the complaints. The questionnaire provided 19 different complaints, which were then analysed for such variables as content, source of complaint, persons treating the complaint, and length of time and method used to solve the complaint. Result : 1. The Chief complaints made by patients(99.1%) were of physical discomfort, such as pain, nausea, vomiting, indigestion, diarrhea and constipation. 2. The complaints were vioced primarily by either a member of the patient's family, or by the patients themselves(78.4%). 3. The complaints were intervened by nurses alone(53.5%), physicians alone(25.5%), or by nurses and physicians together(19.25%). 4. The method by which the complaints were resolved included the utilization of prescriptions(55.7%), turther explanation and education (25.5%) and notification after treatment(13.2%). 5. Most complaints were voiced during the dayshift (42.6%, 7:00~15:00), followed by the evening shift(36.0%, 15:00~22:00) ;and then the nightshift(21.3%, 22:00~07:00). 6. The time required for successful resolution of the patient's problems varied from 10~88.9mi, according to the nature of the complaint. Conclusion : Hopefully by knowing beforehand the nature of both complaint and intervention, we can anticiapte problems and shorten reaction time, in order to provide for a more satisfied patient.
김용순 한국외국어대학교 국제지역연구센터 2009 International Area Studies Review Vol.12 No.3
The fundamental hypothesis of this paper is that the North Korean regime employs nationalism for regime security and stability when it confronts threats from the outside. A sub-hypothesis is that North Korean nationalism has had a tendency to react actively and aggressively to coercive demands by, or threat of, the United States. This hypothesis was tested by analyzing the behavior and rhetoric during the process of the negotiations during the Pueblo incident in 1968 and the nuclear crisis of 1993–94. At these times, war had to be averted at all costs and, at the same time, North Korea had to induce United States’ concessions because the supreme national value of North Korea was regime security and stability. Therefore, North Korea showed an aggressive reaction based on strategic rationality with its nationalism instead of dealing passively with the United States’ coercive threats. Consequently, the effects of North Korean nationalism showed strongly due to the imperatives of regime security and stability under threat from military action or economic blockade.
김용순,박지원,박형란,Kim, Yong-Soon,Park, Jee-Won,Park, Hyung-Ran 한국가정간호학회 2009 가정간호학회지 Vol.16 No.1
Purpose: This study examined caregiver trainees' knowledge and attitude toward the elderly. Method: This descriptive study was conducted with a convenient sample of 119 trainees in a long-term caregiver education program at one university. Following completion of a self-reported questionnaire, knowledge and attitude were measured using FAQ1(Palmore, 1998) and a 20-item semantic differential scale(Sanders et al., 1984). The data were analyzed using descriptive analysis, t-test, ANOVA, and Pearson correlation analysis by SPSS version 12.0. Results: The mean score of respondents' knowledge and attitude toward the elderly was $13.51{\pm}2.77$ out of 25 and $81.71{\pm}20.10$ out of 100, respectively. Caregiver trainees' education level and age influenced their knowledge and attitude, respectively, toward the elderly. Conclusion: Caregiver training for the elderly should involve a well-designed education program and continuous teaching that takes into account trainee education and age.
낙동강 수계의 천연유기물질 분포특성과 소독부산물 생성능 평가
김용순,손희종,서창동,김희영,이원태,황인성 대한환경공학회 2018 대한환경공학회지 Vol.40 No.12
In this study, NOM characteristics and disinfection by-products (DBPs) formation potential using LC-OCD were evaluated for main stream and tributaries from upstream to downstream of Nakdong River basin by season and sampling site. The concentration of chlorophyll-a (Chl-a) at the main stream tended to increase gradually from upstream to downstream, however the correlation with DOC concentration was not high. The DOC concentration of main stream is considered to be influenced by the adjacent tributary rather than Chl-a. In the case of NOM in the main stream, HS was dominant with 51.2~59.3%, followed by BB (17.5~19.1%), LMWs (13.4~17.6%) and BP (8.4~14.3%), respectively. The aromacity and average molecular weight of HS, the dominant NOM compound, were investigated, and the aromacity and average molecular weight were higher in the downstream than in the upstream and decreased in the midstream where sewage effluent was introduced. In the case of DBPs, THMFP and HAAFP were relatively higher in the mid- and down- stream than in the upstream. The correlation between DOC component concentration and DBPFP concentration showed the highest correlation with HS and THMFP concentration of 0.70. 본 연구에서는 낙동강 상류부터 하류까지 본류와 지류 주요지점들에 대해서 계절별 및 지점별로 LC-OCD를 이용한 NOM 농도와 특성 및 소독부산물 생성능을 평가하였다. 본류 지점에서 조류(클로로필-a, Chl-a) 농도는 상류에서 하류로 갈수록 점진적으로 증가하는 경향을 나타내었으나 DOC 농도와의 상관성은 높지 않았다. 본류의 DOC 농도의 경우 조류농도보다는 인접한 지류의 영향을 받는 것으로 판단된다. 본류에서의 NOM 구성비는 HS가 51.2~59.3%로 5종의 NOM 가운데 가장 높았으며, 다음으로 BB (17.5~19.1%), LMWs 성분 (13.4~17.6%), BP (8.4~14.3%) 순서로 나타났다. HS의 aromacity와 평균분자량 변화를 조사한 결과, 상류에 비해 하류지점들에 함유된 HS의 aromacity와 평균 분자량이 더 높았으며, 하수방류수가 유입되는 중류구간에서는 비교적 낮게 나타났다. 소독부산물의 경우, THM 생성능(formation potential, FP)과 HAAFP는 상류에 비해 중·하류에 위치한 지점들에서 비교적 높게 나타났다. DOC 구성물질 농도와 DBPFP 농도와의 상관성 평가결과 HS와 THMFP 농도와의 상관성이 0.70으로 가장 높은 상관성을 보였다.
김용순,이성배,임철홍 한국독성학회 2017 Toxicological Research Vol.33 No.1
Didecyldimethylammonium chloride (DDAC) is used in many types of biocidal products including tableware, carpets, humidifiers, and swimming pools, etc. In spite of increased chances of DDAC exposure through inhalation, studies on the inhalation toxicity of DDAC are not common even though the toxicity of DDAC might be significantly higher if it were to be administered through routes other than the respiratory system. DDAC aerosols were exposed to Sprague-Dawley rats in whole body exposure chambers for a duration of 13 weeks. The Mass Median Aerodynamic Diameters of the DDAC aerosol were 0.63 μm, 0.81 μm, and 1.65 μm, and the geometric standard deviations were 1.62, 1.65, and 1.65 in the low (0.11 ± 0.06 mg/m3), the middle (0.36 ± 0.20 mg/m3) and the high (1.41 ± 0.71 mg/m3) exposure groups, respectively. Body weight was confirmed to be clearly influenced by exposure to DDAC and mean body weight was approximately 35% lower in the high (1.41 ± 0.71 mg/m3) male group and 15% lower in the high (1.41 ± 0.71 mg/m3) female group compared to that of the control group. In the bronchoalveolar lavage fluid assay, the levels of albumin and lactate dehydrogenase had no effect on DDAC exposure. The lung weight increased for the middle (0.36 ± 0.20 mg/m3) and the high (1.41 ± 0.71 mg/m3) concentrations of the DDAC exposure group, and inflammatory cell infiltration and interstitial pneumonia were partially observed in the lungs of the middle (0.36 ± 0.20 mg/m3) and the high (1.41 ± 0.71 mg/m3) exposure groups. However, severe histopathological symptoms, including proteinosis and/or fibrosis, were not found. Based on the results of the changes in the body weight and lung weight, it is considered that the NOAEL (no-observed adverse effect) level for the 13-week exposure duration is 0.11 mg/m3.