서비스 산업 종사자의 감정 관계에 고객 서비스 지향성의 조절된 매개효과

박설우(Park, Seolwoo),정현승(Chung, Hyunseung) 한국상품학회 2020 商品學硏究 Vol.38 No.6

The purpose of this study is to examine the mediating effect of job strain on the relationship between emotional labor (surface acting vs. deep acting) and job satisfaction of salespeople in the service industry, and to test the moderated mediating effect relationship of customer service orientation. In this study, an online survey was conducted on salespeople engaged in the service industry (ex. insurance, cards, securities, distribution, etc.), and 273 questionnaires were collected and a total of 270 responses were used for actual analysis, excluding missing and invalid data. As a result, it was confirmed that there is a mediating effect of job strain on the relationship between emotional labor and job satisfaction of salespeople. In addition, in the relationship between emotional labor and job strain, it was confirmed that there was a significant moderating effect of customer service orientation in the relationship between deep acting and job strain, and the mediating effect of job strain in the relationship between deep acting and job satisfaction was moderated by customer service orientation. It was confirmed that there is a moderated mediating effect. Based on these results, we find that deep acting as well as surface acting against salespeople in the service industry affect their attitude, and the relationship analysis between each factor can provide implications for the need to establish an internal marketing strategy for long-term relationships with customers. 본 연구는 서비스업에 종사하는 영업 사원의 감정 노동(표면적 행동 vs. 심층적 행동)과 직무 만족 간의 관계에서 직무 긴장의 매개효과를 살펴보고 고객 서비스 지향성의 조절된 매개효과 관계를 증명하는 것을 목표로 한다. 본 연구에서는 서비스업에(보험회사, 카드, 증권, 유통) 종사하고 있는 영업사원을 대상으로 설문조사를 실시하였으며 273명의 설문지를 수집하여 불성실한 응답을 제외하고 총 270부의 답변을 실제 분석에 사용하였다. 분석 결과, 영업사원의 감정 노동과 직무 만족 간의 관계에서 직무 긴장의 매개효과가 있음을 확인하였다. 또한, 감정 노동과 직무긴장의 관계에서 심층적 행동과 직무 긴장간의 관계에서 고객 서비스 지향성의 유의미한 조절 효과가 있음을 확인하고, 심층적 행동과 직무 만족도의 관계에서 직무 긴장감의 매개효과를 고객 서비스 지향성이 조절한다는 조절된 매개효과가 있음을 확인하였다. 이와 같은 결과를 토대로 서비스업에 종사하는 영업 사원들에 대한 심층적 행동 뿐 아니라 표면적 행동 역시 직무 태도에 영향을 미친다는 점과 각 요인들 간의 관계 분석을 통해 고객과의 장기적 관계 형성을 위한 내부 마케팅 전략 수립의 필요성에 대한 시사점을 도출할 수 있다.

혼합분쇄로 제조한 석회석 혼합 시멘트의 강도발현 특성

박설우(Park, Seol Woo),이승헌(Lee, Seung Hun),유동우(Yoo, Dong Woo),엄태호(Eom, Tae Ho),오성우(Oh, Sung Woo) 한국콘크리트학회 2014 한국콘크리트학회 학술대회 논문집 Vol.2014 No.5

쇼핑의 즐거움이 여가쇼핑 동기와 쇼핑몰 재방문의도에 미치는 영향

박설우 ( Seolwoo Park ) 관광경영학회 2019 관광경영연구 Vol.88 No.-

How does recreational shopping motivation influence revisit intention at shopping malls? How does shopping excitement influence the relationship between shopping motivation and shopping behavior, such as revisit intention? The purpose of this study is to investigate the relationship between motivations of recreational shoppers visiting shopping malls and the effect of shopping excitement on its relationship by introducing excitement as the ultimate goal of leisure activity in shopping industry. To test the model, a field study method was employed to gather information directly from individual shoppers of the shopping malls in South Korea. In order to manage the sample representativeness, data were collected Monday through Sunday via intercept surveys conducted at each shopping mall by trained interviewers. The 360 samples were analyzed using structural equations modelling in Amos. The results partially supported the hypotheses. This study concludes with a discussion of managerial implications.

베이비붐 세대의 경제적 준비가 삶의 만족도에 미치는 영향

박명아 ( Park Myeong A ),조시울 ( Cho Si Wool ),신혜리 ( Shin Hyeri ),박설우 ( Park Seol Woo ),김영선 ( Kim Young Sun ) 한국연금학회 2017 연금연구 Vol.7 No.1

최근 우리나라의 베이비붐 세대가 본격적인 은퇴를 시작하면서 베이비붐 세대의 노후준비와 삶의 질이 중요한 사회적 이슈가 되고 있다. 본 연구에서는 국민노후보장패널 5차 자료(2013년)를 이용하여 베이비붐 세대의 경제적 준비가 삶의 만족도에 미치는 영향을 살펴보고자 한다. 인구사회학적 요인을 통제하고 독립변수를 공적 경제적 준비 요인과 사적 경제적 준비 요인으로 나누어 다중회귀분석(multiple regression analysis)을 실행한 주요 결과는 다음과 같다. 첫째, 사적 경제적 준비요인 중 개인연금에 가입했을수록, 금융소득이 있을수록, 가계 총소득이 많을수록, 근로소득이 있을 수록 삶의 만족도 수준이 높은 것으로 나타났다. 둘째, 대표적 공적 경제적 준비 요인인 공적연금은 삶의 만족도에 유의미한 영향을 주지 않는 것으로 나타났다. 본 연구는 베이비붐 세대의 삶의 만족도 향상에 필요한 경제적 요인들을 분석함으로써 새로운 복지 패러다임을 위한 구체적인 기초자료를 제시하는데 함의가 있다. Preparation for old age and the quality of life are receiving major attention as baby boomers of Korea recently start to retire. The purpose of this study is to examine the effects of financial preparation of baby boomers on satisfaction with their life using Korean Retirement and Income Study`s fifth data(2013). For this study, multiple regression analysis was executed. The results of the analysis separating the independent variable into public economic preparation and personal economic preparation, and controlling socio-demographic factors are as follows. Regarding to personal factors, satisfaction with life appeared to be higher when one was affiliated with private pension and had an earned income or financial income. However, it was revealed that public pension which was a public factor was not associated with satisfaction with life. The study suggests concrete basic data for new welfare paradigm by analyzing economic factors necessary to improve satisfaction of baby boomers with their life.

고로 서냉슬래그 혼합 시멘트 페이스트의 유동성

이승헌,박설우,유동우,김동현,Lee, Seung-Heun,Park, Seol-Woo,Yoo, Dong-Woo,Kim, Dong-Hyun 한국세라믹학회 2014 한국세라믹학회지 Vol.51 No.6

Air-cooled slag showed grindability approximately twice as good as that of water-cooled slag. While the studied water-cooled slag was composed of glass as constituent mineral, the air-cooled slag was mainly composed of melilite. It is assumed that the sulfur in air-cooled slag is mainly in the form of CaS, which is oxidized into $CaS_2O_3$ when in contact with air. $CaS_2O_3$, then, is released mainly as $S_2O{_3}^{2-}$ion when in contact with water. However, the sulfur in water-cooled slag functioned as a constituent of the glass structure, so the$S_2O{_3}^{2-}$ ion was not released even when in contact with water. When no chemical admixture was added, the blended cement of air-cooled slag showed higher fluidity and retention effect than those of the blended cement of the water-cooled slag. It seems that these discrepancies are caused by the initial hydration inhibition effect of cement by the $S_2O{_3}^{2-}$ ion of air-cooled slag. When a superplasticizer is added, the air-cooled slag used more superplasticizer than did the blast furnace slag for the same flow because the air-cooled slag had higher specific surface area due to the presence of micro-pores. Meanwhile, the blended cement of the air-cooled slag showed a greater fluidity retention effect than that of the blended cement of the water-cooled slag. This may be a combined effect of the increased use of superplasticizer and the presence of released $S_2O{_3}^{2-}$ ion; however, further, more detailed studies will need to be conducted.

콘크리트 혼화재로서 고로 서냉 슬래그의 특성

이승헌(Lee, Seung Hun),박설우(Park, Seol Woo),유동우(Yoo, Dong Woo),이승태(Lee, Seung tae) 한국콘크리트학회 2013 한국콘크리트학회 학술대회 논문집 Vol.2013 No.10

소비자의 만족과 관계품질(시뢰와 결속)이 구전에 미치는 영향

황용희(Yong Hee Hwang),박설우(Seol Woo Park) 한국경영학회 2014 한국경영학회 통합학술발표논문집 Vol.2014 No.8

자국은행과 외국계 은행 이용자들의 서비스품질-고객만족도-고객충성도 구조에 대한 정보비대칭성의 조절효과 연구

양오석(Oh Suk Yang),박설우(Seol Woo Park) 한국경영학회 2014 한국경영학회 통합학술발표논문집 Vol.2014 No.8

The main purpose of the paper is to examine the direct effect and moderating effect information asymmetry has in customers’ preference of domestic banks than foreign banks. and foreign bank customers to collect data using 7-point Likert scale. The paper conducted personal interviews in order to increase reliability, and expanded subjects of the study with diverse and wide range of age, gender, occupation, and income level in order to surpass the limits from convenience sampling method and enhance level of generalization. The paper ultimately acquired survey data of total 1,000 subjects, and improved reliability by eliminating undependable samples. The results from testing three hypotheses, hypothesis 1 (Higher the customers’ evaluation of perceived service quality of bank, customer satisfaction is positively related), hypothesis 2 (Higher the customers’ perceived satisfaction level, customer loyalty is positively related), and hypothesis 3 (the relationship between customers; perceived satisfaction level and customer loyalty is moderated negatively by information asymmetry) are all supported. Thereby, the paper gives business implications; satisfaction level (+) from bank’s interaction quality, outcome quality, and physical environment quality reinforces customer royalty; customer demand both expectation satisfaction and needs satisfaction from bank service; moreover, customer satisfaction level is completed when consumption related sentiments such as favorableness and content are fulfilled. In addition, despite similar services by other banks, bank customers have strong tendency to continue to use the bank they have been using (attitudinal loyalty) and strong tendency to recommend the bank they have been using to other people (behavioral loyalty). Lastly, since bank customers prefer domestic banks to foreign banks due to information asymmetry, bank managers should provide sufficient information such as reliability, soundness, banks activities (social contribution and such), and bank services.

새로운 장소가 충동구매에 미치는 영향 : 노스탤지어, 희소성의 매개효과

이경완(Lee, Kyeongwan),고경진(Ko, Kyeongjin),김병현(Kim, Byunghyun),박설우(Park, Seolwoo) 한국상품학회 2021 商品學硏究 Vol.39 No.6

새로운 장소에 방문한다는 것은 부정적 감정보다 긍정적 감정을 유발시키는 경향이 있다. 본 연구는 소비자가 새로운 장소에 방문했을 때의 유발되는 감정이 충동구매에 영향을 미치는지를 살펴보고 이러한 관계를 설명할 수 있는 매개변수가 노스탤지어와 희소성이라 예측하고 실험을 진행하였다. 본 연구에서는 제품 가격의 영향력을 통제하고자 가격을 고가격과 저가격으로, 장소를 새로운 장소와 익숙한 장소로 구분하여 응답자의 감정 및 충동구매 의도를 측정하였다. 본 연구의 대상인 1996년~2010년에 태어난 Z세대 중 총 200여 명의 실험 참가자들을 모집한 후 불성실한 답변을 제거하고 총 190명을 분석에 사용하였다. 분석결과 여행지에서는 비여행지보다 긍정적인 감정이 형성되어 충동구매 성향이 높게 나타난다는 것을 확인하였다. 구체적으로 여행지에서는 비여행지보다 노스탤지어와 희소성의 심리적 기제가 형성되어 충동구매 성향을 높이게 될 것이라 확인하였지만, 노스탤지어와 희소성이 감정을 매개하여 충동구매에 영향을 미치지는 않는다는 결과를 확인하였다. 이와 같은 결과를 토대로 이론적, 실무적 시사점을 제안하였다. Visiting unfamiliar places tends to provoke positive rather than negative emotions. This study aimed to investigate whether the emotion consumers may have when they visit unfamiliar places affect their impulsive purchases and to conduct an experiment predicting that the mediation variables that can explain the mutual relationship are nostalgia and scarcity. It measured the emotion and impulse purchase intention of respondents after dividing product prices into high and low ones in order to control their influence and places into unfamiliar and familiar ones. A total of 200 experimental participants were recruited as the subject of this study from among Generation Z youths born between 1996 and 2010, and a total of 190 ones, excluding those who left insincere answers, were used for the analysis. The analysis results have confirmed that people have positive emotions in unfamiliar places, not familiar ones, showing the high degree of impulse purchase propensity. Specifically, it was confirmed that impulsive purchase propensity would increase due to the formation of the psychological mechanism of nostalgia and scarcity in unfamiliar places, compared to familiar ones, but that the two factors had no effect on impulse purchases by mediating emotions. Based on these results, theoretical and practical implications were proposed.

노쇠와 과부담의료비의 관계에서 건강정보이해능력의 조절효과

조성은 ( Cho Sung Eun ),김수경 ( Kim Su Kyoung ),이수림 ( Lee Soo Lim ),신혜리 ( Shin Hye Ri ),박설우 ( Park Seol Woo ),( Lee Hee Yun ),김영선 ( Kim Young Sun ) 이화여자대학교 사회복지연구소 2017 사회복지 실천과 연구 Vol.14 No.2

본 연구는 노쇠(frailty)와 과부담의료비 간의 관계에서 건강정보이해능력(health literacy)의 수준이 조절효과를 가지는지를 검증하고자 하였다. 2016년도에 실시한 치매이해능력 설문조사(2016 Dementia Literacy Survey)를 사용하였으며 총 457명을 분석의 대상으로 설정하였다. 연구 결과는 다음과 같다. 첫째, 노쇠와 건강정보이해능력과 과부담의료비 간의 정적인 연관성을 가지는 것으로 나타났다. 즉, 노쇠할수록 건강정보이해능력 수준이 낮을수록 과부담의료비의 수준이 높아짐을 확인하였다. 둘째, 건강정보이해능력은 노쇠와 과부담의료비 간의 관계를 조절하는 것으로 밝혀졌다. 연구결과를 바탕으로 한 제언은 다음과 같다. 첫째, 건강정보이해능력의 조절효과가 특히 전노쇠집단에서 유의미한 영향력을 미쳤다는 연구결과는 영양 및 운동을 주요 내용으로 하는 노쇠 중재 프로그램에서 건강정보이해능력 증진교육이 함께 포함되고 강화 될 필요성이 있음을 의미한다. 둘째, 취약계층일수록 과부담의료비가 높아진다는 결과를 통해 적극적인 보장성 강화 정책이 필요하다. 본 연구는 전국노인을 대상으로 확률표집을 실시한 대표성 있는 데이터로 노쇠와 과부담의료비와의 관계 및 건강정보이해능력의 조절효과를 입증하였다는 것에 의의를 가진다. The study investigates the moderating effects of health literacy on the relationship between frailty and catastrophic health expenses. 457 respondents of 2016 Dementia Health Literacy Survey were analyzed. The results of the research are as follows. First of all, both frailty and health literacy have positive effects on catastrophic health expenses. That is, the more frail one is, or the lower health literacy one has, the bigger the catastrophic health expenses become. Secondly, health literacy has moderating effects on the relationship between frailty and catastrophic health expenses. The results which prove catastrophic health expenses increase when one belongs to the vulnerable group suggest that, firstly, the coverage of the health policy should expand. Secondly, a program promoting health literacy should be included in the intervention for the frail elderly which currently focuses only on nutrition and exercises. This is suggested based on the results proving the moderating effects of health literacy on the whole frail group. This study is meaningful in that it shows the moderating effects of health literacy on the relationship between frailty and catastrophic health expenses with the data represents the elderly nationwide.