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중국 서비스 기업 종사자의 감정노동 및 직무스트레스가 직무만족과 서비스 품질에 미치는 영향
임효창(Lim, Hyo Chang),이하(Lee, Ha),전희준(Jeon, Hea June) 한국서비스경영학회 2014 서비스경영학회지 Vol.15 No.5
Our papers is examined effectiveness of emotional labor to target China`s service industry based on the results of emotional labor previous research. Chinese workers have greater job stress caused by emotional labor. Because the rapid changes in China`s social and economic environment, further accelerate the emotional labor of service industry workers and fatigue has been weighted. As a result, Burnout and job satisfaction, the relationship between emotional labor and quality of service have a negative relationship each other. Especially, the duties stress does not directly affect the job satisfaction, It is affecting the job satisfaction through the burnout. When the duties burnout occurs, it is difficult to recover in a short period of time. So effects of job stress on is very important. Quality of service that customers feeling is affected by the job satisfaction, the negative effects of work stress is important managing aspect.
임효창(Lim, Hyo Chang) 한국서비스경영학회 2013 서비스경영학회지 Vol.14 No.4
Conflict and grievance are always in exist in a complex organization like a hospital. The purpose of this study is to find out how to manage the conflict and grievance within a university hospital organization. This study is conducted by in-depth interviews with 15 people and survey of 785 employees of four university hospitals. SSR framework is used for finding key issues and solution about management of conflict and grievance in medical service industry. Results indicate a need to develop programs to improve organizational cohesiveness so as to reduce inter-group conflict and encourage employee`s satisfaction. Further studies may reveal the empirical results about the effectiveness of SSR model in this paper.
기업내 e-learning의 반응, 학습성과 및 전이성과간 관계: 교육참가자의 개인특성 및 조직환경의 조절효과를 중심으로
임효창(Hyo-Chang Lim),이인석(In-Suk Lee),박경규(Kyung-Kyu Park) 한국인사관리학회 2004 조직과 인사관리연구 Vol.28 No.3
본 연구는 e-learning의 효과성 연구로서 e-learning 프로그램에 대한 교육참가자의 반응, 객관적인 학습성과, 교육 이후 현업에서의 전이성과 등 e-learning 효과성 변수들간 관계를 실증적으로 살펴보고, 이들 관계에 영향을 미치는 상황요인들을 분석하는 것을 목적으로 이루어졌다. 234부의 설문지에 대한 분석 결과, e-learning 프로그램에 대한 반응과 학습성과(교육이수점수)가 전이성과에 직접적인 영향을 미치는 것으로 나타났으며, 이들 관계가 개인특성(경력계획, 자기유능감)과 조직환경(지속적 학습문화, 상사의 지원)에 의해 부분적으로 조절된다는 사실을 발견하였다. 본 연구의 말미에는 연구결과에 대한 토론과 함께 향후 연구방향을 제안하였다. This study explores the relationship between reaction/learning performance and transfer performance, and analyzes the moderating effect of organizational characteristics on training effectiveness in e-learning settings. Based on the previous literature conducted on the traditional training environment, four hypotheses are developed and tested by questionnaires survey data. The collected data have been analyzed by SPSS 10.0. Results indicate that 1) reaction to the e-learning program and learning performance are revealed as factors affecting the improvement of the transfer performance; and 2) moderating effects of personal characteristics(career planning, self-efficacy) and organizational characteristics (Continuous learning culture and supervisors' support) are partially identified. The contribution and limitations of this research are also discussed with future studies.
임효창(Hyo-Chang LIM) 조선대학교 지식경영연구원 2010 기업과 혁신연구 Vol.3 No.3
고성과 작업장을 만들기 위해 많은 조직들이 직원들의 참여와 헌신을 유도하고 있다. A시 역시 창의시정제안제도를 운영하면서 내부직원과 외부시민들로부터 창의적 아이디어를 제안받아 이를 시정에 활용하고 있다. 그동안 A시의 창의제안제도는 비교적 성공적으로 운영된 것으로 보인다. 다만 내부 제안제도에 대한 직원들의 인식과 태도에 대한 연구가 충분히 이루어지지 않은 상황이다. 본 연구는 A시의 창의제안제도에 대한 직원들의 반응과 제도운영의 효과성에 대해 살펴보기 위하여 현황데이타와 설문조사 결과를 분석하여 제도운영의 긍정적 측면과 개선방안을 도출하였다. 논문의 마지막 부분에는 제도 개선을 위한 정책방안을 제안하였다. A Case Study on the effectiveness of the Creative Suggestion System in Gty 'A' Todays business environment is characterized by escalating uncertainty and fierce competition among companies around the world. Given such environment, companies are recognizing human resources and creativity-based practices as new sources of competitive advantage. Recently many firms encourage employee's participation and commitment on decision making process. City 'A' introduced the creative suggestion system from 5 years ago. The system is thought of as being successful, but it does not studied about the effectiveness of the system. In order to extensively understand the performance of the system, a questionnaire survey was distributed to City's public officials. This case study is considered to managerial implications in participation and creativity area.
서비스역량에 대한 국가직무능력표준(NCS), 기업 역량모델링, 서비스경영능력시험(SMAT) 비교 연구
임효창(Lim, Hyochang) 한국서비스경영학회 2017 서비스경영학회지 Vol.18 No.1
Korea government changed the recruitment and selection process to NCS-based system in many public sector and a few private firms. NCS(National Competency Standards) is to standardization of competency(knowledge, skill, attitudes) required to perform jobs effectively in the workplace in national level. NCS is the tool for increasing person-job fit and person-organization fit. But there is a lack of research focused on competency for service firms or service jobs. Ability units about service competency are scattered in NCS, but it does not provide integrated and clear competency model to service provider. In addition to NCS, there are two systems linked to service competency. I research on similarities and differences among NCS, competency modeling in specific firms, and SMAT(service management ability test). The growth of service industry in Korea depends on competence of employees in service firms. This study will contribute to the development of service competency system and expand academic interest in competence based view on service sector.
임효창(Lim, Hyochang),손배원(Son, Baewon),이승호(Lee, Seungho) 한국서비스경영학회 2015 서비스경영학회지 Vol.16 No.5
Korea Government has been aggressively promoting diffusion of NCS in public sector. In fact, NCS is spreading in public organization in this year. NCS(National Competency Standards) is defined by standardization of capabilities(knowledge, skill, attitudes) required to perform jobs effectively in the workplace in national level. NCS is riding a wave of renewed public interest in case of high youth unemployment rates in South Korea. Job-mismatch usually occur when the job that the company need is different from the job that job seeker need. And because of this mismatch, youth unemployment rates is growing increasingly. NCS is the best tool for increasing person- job fit and person-organization fit, so NCS can contribute to reducing the youth unemployment in Korea. This study aims to analyze the case of NCS-based recruitment and selection in public administration service organizations and suggest for diffusion of NCS in service industry.