서비스회복전략이 회복 후 가치와 회복 후 만족, 긍정적 구전에 미치는 영향 : 의료서비스실패유형의 조절효과

조아람 ( Jo A-ram ),이훈영 ( Lee Hoon Young ) 경희대학교 경영연구원 2020 의료경영학연구 Vol.14 No.4

The purpose of this study is to identify the effect of service recovery strategy on post-recovery value, post-recovery satisfaction, and positive WOM according to the type of service failure when medical service failure occurs. Based on these findings, we would like to present effective management measures from the perspective of the manager in the event of a medical service failure. Structural equations and pairwise parameter comparison method were performed for hypothesis testing. The group experiencing technical service failures was shown to have a significant positive effect on the value after recovery of the service recovery strategy (β=0.481) and effort (β=0.648). Therefore, only Hypothesis 1-1 and hypothesis 1-4 were adopted. The group experiencing procedural failure was shown to have a significant positive effect on the value of the service recovery strategy (β=0.724) after recovery. Thus, only hypothesis 1-1 was adopted. Both groups that experienced technical service failures and those that experienced procedural service failures were found to have a significant effect on their satisfaction after recovery. Furthermore, post-recover satisfaction has been shown to have a significant positive (+) effect on positive WOMs. Therefore, both Hypothesis 2 and Hypothesis 3 were adopted. As a result of analyzing the moderation effect of service failure type, service failure type had partial adjustment effect. Thus, Hypothesis 4 was adopted.

특집 2 : 개화기 및 현대국어 형성기 국어의 고찰 ; 20세기 초 유성기 음반으로 본 모음 “ㅚ, ㅟ”의 발음에 대하여

조아람 ( A Ram Jo ) 반교어문학회 2014 泮橋語文硏究 Vol.0 No.38

본고는 1920∼40년대 유성기 대중가요 음반의 음성자료를 중심으로 모음‘ㅚ, ㅟ’의 음가를 살피는데 목적이 있다. 본고에서 사용한 자료는 《신나라 레코드》에서 발매한 ‘유성기 대중가요 음반세트’의 CD 23장이다. 총 28명의 가수가 노래한 156곡 중에서 모음 ‘ㅚ’나 ‘ㅟ’를 포함한 297음절을 대상으로 진행하였다. 먼저, 모음 ‘ㅚ’의 경우 주로 /w/계 상향 이중모음으로 가장 많이 발음되었고, 나머지는 단모음 [Ø], [e], [i], [o], [y] 등으로 발음되었다. 단모음 [Ø]는 ‘ㅟ’의 단모음 [y]에 비해서는 많이 발음되었는데, 그중 대부분이 동북지역에서 발음되었다. 반면, 동남지역의 발음은 다른 지역들과 비교하여 가장 여러 가지의 발음을 하고 있다. 모음 ‘ㅚ’는 동북지역 이외의 지역에서는 이미 상향 이중모음의 발음이 절대적으로 우세한 모습을 보였으며, 드물게 단모음 [Ø]가 발음되었고, 선·후행 요소나 개인차에 따라 수의적으로 발음되는 다른 발음들을 볼 수 있었다. 모음 ‘ㅟ’ 역시 /w/계 상향 이중모음으로 가장 많이 발음되었다. 모음 ‘ㅚ’의 발음처럼 [we], [we] 등의 발음도 조금 있었는데, ‘ㅚ’와 다른 점은 하향 이중모음 [uj]의 발음이 적은 수이지만 나타난다는 것이다. 단모음으로는 [y], [i], [u], [e] 등의 발음이 나타나고, 이 중에서 단모음 [y]의 발음은 ‘ㅚ’에서 나타난 단모음 [Ø]와 비교하면 적게 나타난다. 지역적으로는 서북 동북지역에서 각각 두번씩, 서남 동남지역에서 한 번씩 나타나는 등 지역적 차이가 크지 않았다. 모음 ‘ㅚ’는 하향 이중모음([oi/oj])의 발음을 보이지 않은 반면, 모음 ‘ㅟ’는 하향 이중모음([ui])을 보이는 것으로 보아 모음 ‘ㅚ’에 비해 그 음가의 변화 속도가 더디게 이루어졌을 것으로 예상할 수 있다. The studies is to observe the phonetic value of ‘ㅚ’ and ‘ㅟ’ based on audio materials of gramophone records of pop music in the 1920s~1940s. The materials used to this thesis are the 23 compact discs (CD) which were originally recorded on gramophone records released from <Sinnara Records>. I have studied 297 syllables including vowels of ‘ㅚ’ and ‘ㅟ’ among 156 songs which a total of 28 singers sang. First of all, in the case of ‘ㅚ’, it was most pronounced as on-glides with /w/ and the rest of all was pronounced as monophthongs like [ø], [e], [i], [o], [y] etc, including [wi] pronounce like a diphthong of ‘ㅟ’. In comparison with a monophthong [y] of ‘ㅟ’, a monophthong [ø] is more pronounced and most of them were pronounced in the northeast. On the contrary, the pronunciations of the southeast had a variety of ones compared to other regions. A pronunciation of vowel ‘ㅚ’ was already dominated by pronounced on-glides with /w/ throughout the regions except the northeast. In addition, a monophthong [ø] was rarely pronounced depending on phonemes or individual differences. Next, a vowel ‘ㅟ’ was also pronounced most as on-glides with /w/. There were a few pronunciations like [we], [we], as pronounced as a vowel ‘ㅚ’, but the difference with there were pronunciation of an off-glides [uj] though there were a few. The pronunciation like [y], [i], [u], [e] etc, in monophthongs appeared and the pronunciation of [y] among them hardly appeared compared to the monophthong [ø] of ‘ㅚ’. There were not many regional differences as there were seen two times in the northwest and northeast each and one time in the southwest and southeast each. A vowel ‘ㅚ’ wasn`t pronounced as off-glides with /j/ which are [oi/oj]. On the contrary, a vowel ‘ㅟ’ was pronounced as an off-glides /j/ which is [uj]. In light of these, it is experted that a vowel ‘ㅟ’ has been made a slower rate of pronunciation variation than a vowel ‘ㅚ’.

해외 시니어 관광객의 관광 동기에 따른 시장세분화 연구: 혼합모형(Mixture Model)을 사용하여

조아람(Jo, A Ram),이훈영(Lee, Hoon Young) 한국서비스경영학회 2019 서비스경영학회지 Vol.20 No.2

The purpose of this study is to derive each sub group through market segmentation for overseas senior tourists and to identify their characteristics of each subgroup. The market segmentation was based on motivation for tourism, behavioral characteristics and demographic characteristics which have an important influence on the selection of tourism activity for overseas senior tourists. However, since the data used in the research are measured on a nominal scale, there are limitations of using the existing method of segmentation research. Therefore, we have studied the subdivision using Mixture Model which can solve this problem. As a result of the study, we derived the total number of optimal subdivision markets with derived from the BIC value and statistically significant differences were found in each group. The results of this study are expected to contribute academically to the development of overseas senior tourism in the future and to be used as actual data in the tourism industry.

해외시니어관광객의 관광동기에 따른 시장세분화연구

조아람(Jo, A Ram),이훈영(Lee, Hoon Young) 한국서비스경영학회 2018 한국서비스경영학회 학술대회 Vol.2018 No.11

기후변화에 대한 계획행동이론에 따른 관광객 세분시장 최적설계과정에 관한 연구 - Mixture Regression Model을 활용하여 -

안성식 ( Ahn Sung-sik ),조아람 ( Jo A-ram ),황윤섭 ( Hwang Yun-seop ) 한국경영공학회 2018 한국경영공학회지 Vol.23 No.3

Various problems as flood, earthquake, and typhoon occurred recently due to unusual weather, and the world is making effort to fight against climate changes. Not only suppliers, but also tourists are putting effort due to the tourist industry and can reduce carbon emissions that directly cause global warming. For this reason, finding factors that can induce tourists to conduct pro-environmental behavior when traveling became an important challenge in tourism industry. For this reason, this study subdivided elements of theory of planned behavior for climate change awareness into attitude, subjective norm, perceived behavioral control, traveling manner, demographic characteristic, and destination preference. This study used the Mixture regression model to supplement limitations of an existing methodology(k-means clustering) and to find effective and rational segmental market, and intended to classify an optimal segment market by investigating an influencing relationship between planned behavior toward climate change awareness and proenvironmental behavior intention. As a result, this study deduced 4 optimal segmental markets using BIC value, and each segmental market showed a significant difference in contribution rate of theory of planned behavior about climate changes. The results of this study can induce differentiated marketing strategies based on the environmental effects of the travel industry.

기후변화에 따른 국제관광산업 경쟁력 강화를 위한 관광지 선택속성에 대한 중요도 차이 연구 - 컨조인트 분석 활용을 통해 -

안성식 ( Sung-sik Ahn ),박효정 ( Hyo-jung Park ),조아람 ( A-ram Jo ) 한국통상정보학회 2018 통상정보연구 Vol.20 No.3

관광지 환경을 변화시키는 기후변화의 주요 요인으로 꼽히는 이산화탄소의 배출 감소를 위한 노력은 수요자 측면인 관광객 역시 자발적으로 이산화탄소 배출을 감소시키려는 노력이 중요하다. 그래서 본 연구는 이산화탄소 배출을 감소하는 관광행동을 유도하기 위해 관광객들의 기후변화에 대한 인식의 정도를 파악 후 관광객의 성향을 분석하였다. 이에 본 연구에서는 기후변화에 대한 인식수준에 따른 관광지 선택속성에 대한 중요도를 파악하기 위한 방법으로 컨조인트 분석을 사용하였다. 연구를 진행한 결과, 기후변화에 대한 인식수준이 가장 큰 경우에는 접근성(1위), 동행자유형(2위) 순으로, 기후변화에 대한 인식수준이 중간정도일 경우에는 동행자유형(1위), 관광유형(2위) 순으로, 기후변화에 대한 인식이 가장 낮은 경우에는 동행자유형(1위), 접근성(2위) 순으로 나타났다. 따라서 본 연구 결과는 기후변화 인식에 따라 관광객 선택 속성에 차이가 있음을 확인, 향후 관광프로그램이나 상품개발에 있어 이러한 선택속성을 고려해야 함을 시사하고 있다. The effort to reduce CO2 emissions, which is considered to be a major factor in climate change, is also important for tourists. This study analyzed the tendency of tourists after grasping the degree of recognition on climate change by tourists in order to induce the tourist action to reduce CO2 emission. Using Conjoint Analysis Method. A study on the degree of recognition on climate changes : When the recognition level is the highest accessibility (first place), cooperative freestyle (second place), When the level of recognition is medium, cooperative freestyle (first place), tourism type (second place), When the recognition level is the lowest, cooperative freestyle (first place), accessibility (second place). Therefore, the results of this study confirm that there is a difference in tourism destination selection attributes according to degree of recognition on climate changes. Suggesting that these optional attributes should be considered in future tourism programs and product development.

시니어관광객의 추구편익에 따른 시장세분화

조아람(A-Ram Jo),이훈영(Hoon-Young Lee) 한국관광연구학회 2017 관광연구저널 Vol.31 No.11

극도의 부정적 평점 리뷰가 리뷰유용성에 미치는 영향 : 리뷰어 속성의 조절효과

조아람(Jo, A Ram),이시환(Lee, Si Hwan),이훈영(Lee, Hoon Young) 한국서비스경영학회 2021 서비스경영학회지 Vol.22 No.1

This study examines how extreme negative rating reviews affect the usefulness of reviews among the factors that affect the usefulness of reviews, and analyzes how the characteristics of reviewers affect the usefulness of reviews in terms of the effects of extreme negative rating reviews on the usefulness of reviews. The results of the analysis were as follows. First, extreme negative reviews were found to have a positive effect on the usefulness of reviews, and H1 was adopted. Second, when extreme negative rating reviews affect the usefulness of reviews, we looked at the adjustment effect of reviewer reputation and found that the adjustment effect of reviewer"s reputation "friend count", "elite index" and "follower count" was statistically significant. H2-1 was chosen. Third, when extreme negative rating reviews affect the usefulness of the review, we looked at the adjustment effect of the reviewer"s expertise and found that the adjustment effect of the reviewer"s "usefulness vote" and "reviewer"s review count" was statistically significant. H2-2 has been adopted. Based on these findings, we would like to provide implications for the management and strategy of future online sales companies.

기후변화의 인식수준에 따른 관광산업 활성화 방안에 관한 연구

안성식(Ahn, Sung-Sik),조아람(Jo, A-Ram),황윤섭(Hwang, Yun-Seop) 한국관광레저학회 2018 관광레저연구 Vol.30 No.9

온라인 리뷰를 활용한 호텔 품질 속성에 관한 연구 : 중국 관광객을 대상으로

안성남(Sheng-Nan An),조아람(A-Ram Jo),이훈영(Hoon-Young Lee) 한국관광연구학회 2021 관광연구저널 Vol.35 No.7