호텔 내부고객의 직무만족과 고객지향성이 외부고객이 지각한 서비스품질, 만족도, 충성도에 미치는 영향

황대욱 ( Dae Uk Hwang ),박영아 ( Young A Park ) 대한관광경영학회 2014 觀光硏究 Vol.29 No.5

본 연구의 목적은 호텔을 방문한 고객들을 대상으로 호텔 내부고객의 직무만족, 고객지향성이 호텔 외부고객의 서비스품질, 고객만족, 충성도에 미치는 영향관계를 파악하고자 하였다. 본 연구를 위해 설문조사는 경주지역에 위치한 특급 호텔을 대상으로 2013년 7월 1일부터 8월 10일까지 편의표본추출을 통해 실시되었으며, 종사원과 고객의 1:1 서비스 상황을 확인 후 종사원과 해당 종사원에게 서비스를 받은 고객을 대상으로 동시에 설문조사를 실시하였다. 총 종사원을 대상으로 한 설문지 83부와 해당 종사원을 통하여 서비스를 받은 고객을 대상으로 한 220부가 본 조사 분석에 사용되었다. 본 연구 결과는 다음과 같다. 첫째, 직무만족이 고객배려, 고객 중심 및 신뢰성 모두에 유의한 영향을 주는 것으로 밝혀졌다. 둘째, 직무만족은 서비스품질 요인인 물적·시스템품질, 인적 품질에 유의한 영향을 주지 않는 것으로 나타났다. 셋째, 고객지향성 요인 중 고객중심적 사고 요인은 물적·시스템품질에, 고객에 대한 신뢰는 인적 품질에 유의한 영향을 주는 것으로 나타났다. 넷째, 서비스품질인 물적ㆍ시스템품질 요인과 인적 품질이 고객만족에 모두 유의한 영향을 주는 것으로 밝혀졌고,마지막으로, 고객만족이 충성도에 정(+)의 영향을 미치는 것으로 나타났다. 호텔 경영자 및 실무자들을 위한 이론적.실무적 시사점이 제시되었고 마지막으로 한계점이 논의되었다. The objective of this study was to determine the effect of job satisfaction and the customer-oriented attitudes of internal hotel customers on service quality, satisfaction, and loyalty of external hotel customers who visited a five-star hotel. The survey was conducted with employees of a five-star hotel and hotel customers from July 1, 2013 to August 10, 2013. The data wer collected from 238 hotel employees and 83 hotel customers. A total of 220 questionnaires were answered and analyzed for this study. The study results are as follows. First, the job satisfaction of hotel employees had a positive (+) effect on three factors related to customer-oriented attitude: consideration, customer-centered thinking, and trust towards customers. Second, the job satisfaction of the hotel employees did not affect all the factors related to service quality. Third, the customer-centered thinking of a customer-oriented attitude had a significant effect on human, physical, and system qualities while trust of customers had a significant effect only on human quality. Fourth, service quality had a positive (+) effect on customer satisfaction. Finally, the relationship between customer satisfaction and loyalty showed a positive (+) effect on one another. Finally, the overall findings, limitations of the studies, and agenda for future research were discussed.

분지췌관형 췌관내 유두상 점액종양의 악성도 예측 지표 수립

황대욱(Dae Wook Hwang),장진영(Jin-Young Jang),이승은(Seung Eun Lee),임창섭(Chang Sup Lim),이건욱(Kuhn Uk Lee),김선회(Sun-Whe Kim) 대한외과학회 2008 Annals of Surgical Treatment and Research(ASRT) Vol.75 No.3

Purpose: Branch duct type intraductal papillary mucinous neoplasms (Br-IPMN) have better prognosis and lower malignancy rate than do main duct type IPMNs (M-IPMN). However, surgical resection is necessary when malignancy is suspected, and radical resection should be performed in cases of invasive IPMN. The objectives of this study were to investigate the characteristics of Br-IPMN and related predictive malignancy/invasiveness factors and to present a standardized scoring system for predicting pathologic results. Methods: We conducted a retrospective review of 91 patients diagnosed with Br-IPMNs between 1998 and 2007. Mean patient age was 62.5±9.0 years. Eighty (87.9%) patients had benign IPMNs (17 adenoma, 63 borderline malignancy), and 11 (12.1%) patients had malignant IPMNs (4 carcinoma in situ, 7 invasive carcinoma). Eighty-four (92.3%) patients had noninvasive IPMN, and 7 (7.7%) patients had invasive IPMN. Results: The size of the cystic mass and the presence and size of the mural nodule were found by univariate analysis to be significantly different between the benign and malignant groups. History of DM, size of the cystic mass, size of the mural nodule, and thickness of the cystic wall were significantly different between the noninvasive and invasive IPMN groups on univariate analysis. The regression coefficients for the size of the cystic mass and for the size and presence of the mural nodule were calculated using multivariate analysis, and the scores predicting malignant and invasive IPMN determined (P=0.001, P=0.000, respectively). Conclusion: There are no universally held guidelines for surgical management of Br-IPMN patients. Hence, many clinicians have difficulty deciding the specific character of the resection they will pursue. By using malignancyand invasiveness-predicting scores, we expect that much of this difficulty can be avoided in the future.

연구논문 : 여가활동의 라이프스타일 유형에 따른 여가만족과 자아실현 관계연구

김동준 ( Dong Joon Kim ),황대욱 ( Dae Uk Hwang ) 대한관광경영학회 2012 觀光硏究 Vol.27 No.2

본 연구는 최근 여가활동에 대한 보다 정확하고 체계적인 욕구파악에 따른 여가만족과 삶의 질을 가늠할 수 있는 자아실현과의 관계성을 파악하여 라이프스타일에 따른 맞춤형 여가마케팅 전략을 제시하고자 연구하였다. 실증 분석을 통해 본 연구에서 제시한 연구문제를 검증한 결과는 다음과 같다. 첫째, 라이프스타일 요인분석결과 외모중시형, 계획적생활형, 서구편리추구형, 여가향유 및 리더적활동형, 건강중시형, 알뜰절약형의 6개 요인으로 도출되었으며, 군집분석 결과에서는 3개의 군집인 외모/건강/여가향유형, 서구편리추구형, 알뜰/계획생활형의 3개 군집으로 분석되었고, 여가만족의 요인분석결과 생리만족, 교육만족, 사회만족, 심리만족, 휴식만족, 환경만족 요인으로 도출되었고, 자아실현 변수에서는 정서적, 업무적, 도덕적 자아실현으로 분석하였다. 둘째, 라이프스타일 유형에 따른 여가만족 차이분석결과 외모/건강/여가향유형 집단과 알뜰/계획생활형 집단의 여가만족도가 높음을 확인하였다. 셋째, 자아실현에 여가만족이 영향을 미치는지 확인한 결과 정서적 자아실현에는 사회만족과 휴식만족이 중요한 변수임을 나타냈고, 업무적 자아실현에는 생리만족과 사회만족이 주요한 영향관계를 보였다. 도덕적 자아실현에 영향을 미친 요인은 심리만족 요인으로 분석되었다. 본 연구결과를 바탕으로 여가와 관련된 사업에 여가활동 집단의 욕구와 여가만족을 높이기 위한 전략적 방안 강구가 가능하며, 여가 활성화 차원에서 어떠한 관점에서 준비해야 하는지에 대한 시사점을 제시하였다. This study investigated relationship with leisure satisfaction and self realization which can make judge quality of life etc. based on more correct and systematic examination about desire for recent leisure activity population. Based on the results, this study tried to suggest customized leisure marketing strategy according to life style. The study results are as follows. First, as a result of analyzing differences of leisure satisfaction according to type of life style, it was identified that leisure satisfaction of group of appearance/ health/ leisure-enjoying type and sparing/planned life type was high. Second, as a result of identifying influences of leisure satisfaction on self realization, for emotional self realization, social satisfaction and rest satisfaction are important variables. For self realization in job, psychological satisfaction and social satisfaction showed major influencing relation. It was analyzed that factor to affect moral self realization was factor of psychological satisfaction. To improve leisure satisfaction, measures to increase leisure participation frequency and leisure participation time are required. And shown in the analysis results according to making groups of life style, it was identified that leisure satisfaction of group of appearance/ health/ leisure-enjoying type was high. And it was suggested that measures for improving low leisure satisfaction of group in type of pursuing Western convenience and related strategy are needed.

원예활동 여가프로그램이 농촌노인의 정신건강과 생활만족도에 미치는 영향에 관한 연구

박근수 ( Keun Soo Park ),황대욱 ( Dae Uk Hwang ) 대한관광경영학회 2010 觀光硏究 Vol.25 No.5

의료기술의 발달과 건강에 대한 관심 증가로 노인인구가 증가하고 은퇴 후 생의 기간이 길어짐에 따라 은퇴 후 노인들의 여가 활동이 중요하게 다루어지고 있다. 특히 32.1%로 전국평균보다 3배 이상 높은 고령화율을 보이고 있는 농촌 지역 노인들의 여가활동은 전문 인력의 부족, 재정 및 행정지원 미비로 극히 제한적이다. 특히 항상 자연을 접하고 있어 원예활동여가 프로그램이 효과가 없을 것이라는 선입견으로 농촌노인 대상 원예활동프로그램은 전무한 실정이다. 이에 본 논문에서는 농촌노인인 제주특별자치도 k읍 거주하는 실험군 20명과 대조군 20명을 대상으로 원예활동 여가프로그램이 농촌노인의 정신건강 및 생활만족도에 미치는 영향을 알아보았다. 원예활동 여가프로그램 실시 결과 실시 전·후의 정신건강 변화량 평균차이는 집단 간 통계적으로 유의한 차이를 나타냈다. 또한, 원예활동프로그램 전·후의 생활만족도 역시 집단 간 통계적으로 유의한 차이를 나타냈으며, 원예활동여가프로그램에 참여한 대상자의 정신건강과 생활만족도의 상관관계는 통계적으로 유의한 관계로 나타났다. 이러한 연구결과를 토대로 원예활동프로그램이 농촌노인들에게도 정신건강과 생활만족도를 높이는데 기여할 수 있음을 보여주었다. This study is to examines effectiveness of influence on mental health and life satisfaction of old men after participating Horticultural Activities Leisure program in rural community. The subject of this study is who lives in Jeju J town K village, and who is over 60 using village center. As a result of the horticultural activities leisure program, with respect to the average variation of mental health between before and after of performing gardening leisure program, is showed statistically similar variation (z=3.034*, p=.002) between groups as the experiment group was 9.20 point(10.95) and contrast group was 1.10 point(3.07). In regard to the average variation of life satisfaction between before and after of performing the horticultural activities leisure program, it showed statistically similar variation (z=-4.214***, p=.000) between groups as the experiment groups was 9.35 point(6.205) and contrast group was -0.25 point(5.26). With respect to the variation of correlation between mental health and life satisfaction based on whether participating the horticultural activities leisure program, correlation of subject`s mental health and life satisfaction who had participated the horticultural activities leisure program showed statistically similar relation (R=.456*, p=.043*). The correlation of subject`s mental health and life satisfaction who had not participated gardening leisure program showed different relation (R=-.003, p=.990). Therefor, this study emphasizes the importance of old men`s leisure program in rural area for their life satisfaction and mental health, and supports the result of study concerning life satisfaction and mental health.

연구논문 : 호텔기업의 SNS(Social Networking Service)품질이 만족과 재구매의도에 미치는 영향

김동준 ( Dong Joon Kim ),황대욱 ( Dae Uk Hwang ) 대한관광경영학회 2012 觀光硏究 Vol.27 No.3

본 연구는 호텔기업에 있어서 SNS품질의 하위요인인 정보품질, 시스템품질, 인터페이스품질, 서비스품질이 만족과 재구매의도에 미치는 영향관계를 파악하고 이를 통해 호텔기업의 효율적인 SNS 활용 방안과 마케팅전략의 유용한 정보를 제시하고자 하였다. 실증 분석을 통해 본 연구에서 제시한 연구문제를 검증한 결과는 다음과 같다. 첫째, 정보품질은 만족에 유의적인 영향을 미치는 것으로 나타났으며 재구매의도에는 유의적인 영향을 미치지 못하는 것으로 나타났다. 둘째, 시스템에 대한 품질은 만족, 재구매의도 모두에 영향을 미치지 않는 것으로 나타났다. 셋째, 인터페이스품질도 만족과 재구매의도에 모두 영향을 미치지 않는 것으로 나타났다. 넷째, 서비스품질은 만족과 재구매의도에 직접적인 영향을 미치는 것으로 나타났다. 다섯째, 만족은 재구매의도에 유의적인 영향을 미치는 것으로 분석되었다. 본 연구결과를 바탕으로, 호텔기업은 SNS의 정보품질과 서비스품질에 대한 적극적인 마케팅계획을 수립하여 서비스품질을 높일 수 있는 방안을 마련함으로써 이용자 고객의 호텔구매에 대한 증대를 가져올 수 있을 것이다. 또한 호텔기업은 만족에 영향을 미치는 SNS품질의 요인들을 찾아내어 재구매의도를 높일 수 있는 방법을 추구함으로써 경쟁 환경에서 이겨내고 차별화 된 노하우를 축적할 수 있을 것이다. The purpose of this study is to examine the impacts of hotel SNS quality on satisfaction and repurchase intention. Therefore, this study investigated the effects of information quality, system quality, interface quality and service quality on satisfaction and repurchase intention through a demonstrative analysis. The results of the practical analysis can be summarized as follows. First, as for the mutual relation between hotel SNS quality and satisfaction, the influence degree that information quality factor makes on satisfaction shows positive influence. Second, in case of relationship between hotel SNS quality and repurchase intention, factor of service quality influence on satisfaction and repurchase intention. Third, as a result of interactive effect between satisfaction and repurchase intention, satisfaction shows it positively impacts on repurchase intention. They have to invest their resources more efficiently making changes to hotel SNS quality to increase the customer satisfaction and repurchase intention.

췌장 구상돌기암의 임상양상

강미주(Mee Joo Kang),이승은(Seung Eun Lee),황대욱(Dae Wook Hwang),임창섭(Chagn-Sup Lim),장진영(Jin-Young Jang),이건욱(Kuhn Uk Lee),김선회(Sun-Whe Kim) 한국간담췌외과학회 2008 한국간담췌외과학회지 Vol.12 No.3

Purpose: The pancreatic uncinate process is defined as the portion of the pancreatic head that lies behind the SMV and SMA. In spite of its peculiar anatomical characteristics, there are few reports addressing the clinicopathologic features of uncinate process carcinoma (UPCa). The purpose of this study was to explore the clinical characteristics of UPCa and to compare them with the characteristics of carcinomas located in other parts of the pancreatic head (non-UPCa). Methods: We retrospectively reviewed the medical records of 380 patients (127 UPCa and 253 non-UPCa) treated for pancreatic head cancer at Seoul National University Hospital between January 2002 and December 2007. The patient demographics, clinical presentation, radiologic details, surgical data, and long-term survival rates were evaluated. The clinical characteristics were analyzed according to tumor location. Results: Jaundice was less common in UPCa (56/127, 44.1% vs. 150/253, 59.3%; p=0.006). Duodenal obstruction (12/127, 9.4% vs. 11/253, 4.3%; p =0.049) and SMA invasion (56/127, 44.1% vs. 58/253, 23.0%; p<0.001) were more frequent in UPCa. Resectability (38/127, 30.0% vs. 117/253, 46.2%; p=0.002) and curative resection rate (29/127, 22.8% vs. 90/253, 35.6%; p=0.001) were significantly lower in UPCa. The overall 3-year survival rate (7.7% vs. 17.9%; p=0.019) and 3-year survival rate after curative resection (0% vs. 35.9%; p=0.012) were lower in UPCa. Conclusion: UPCa less frequently caused jaundice, but more frequently caused duodenal obstruction. Frequent invasion into the SMA led to lower resectability and curative resection rates. Even in cases of R0 resection, long-term survival in the setting of UPCa was lower than that seen in the setting of non-UPCa, which suggests other unknown prognostic factors.

대학교육개발원의 역할과 발전방향 : 창의적 교수방법을 중심으로

황대욱 김천대학교 2016 김천대학교 논문집 Vol.36 No.-

The three major roles of universities are research, education, and social service. Among them, the need for the area of education has recently been raised and university education development institutes have been established to help this area effectively. These institutes are helping professors with effective teaching methods and students with effective learning methods. The intent of this study was to have university education development institutes accommodate or fulfill the desires of professors and teachers. To this end, the study examined the trends of tasks performed at educational development institutes at Korea’s universities and creative teaching methods implemented at America’s universities, and suggested the future roles and developmental directions of university education development institutes.