연구논문 : 항공사의 서비스 실패와 회복이 고객만족에 미치는 영향

장태선 대한관광경영학회 2004 觀光硏究 Vol.18 No.2

This study examines the influence of the service failure and recovery conducted by airline company on customer satisfaction. The survey was conducted among the people who has had experience to fly to foreign countries once more in recent two years and the size of the sample is 324. The service recovery efforts which can be performed by airline companies were divided into three factors; the employee's attitude and effort to handle or to solve the problems its customers possess(R1), the suitability of the recovery efforts and its result(R2), and monetary compensation(R3). The results show the airline- service failure factors influence on R1 and R2 negatively, and indicate three all service-recovery factors have a quite influence on customer satisfaction(CS). R1, first of all, has much larger influence on CS than R2 and R3.In the results, we can also identify that when service recovery is conducted, airline's customers consider airline employee's attitude and recovery efforts to handle the problems(R1) as being a much more important recovery factor than any other factors(R2 and R3) like the suitability of recovery efforts and its results, and monetary compensation.

Catalytic Behavior of Molybdenum Phosphate Catalyst in Picoline Ammoxidation

장태선,조득희,이동구,신채호 한국공업화학회 2002 한국공업화학회 연구논문 초록집 Vol.2002 No.0

The effect of phosphorus on the structure and the activity of Mo/Al₂O₃, Mo/C and promoted with nickel or cobalt, Mo/Al₂O₃ hydrotreating catalysts has attracted considerable attention and study by the use of a number of techniques. Different opinions exit in the literature concerning the mechanism of the promoting effect of phosphorus. The influence of phosphorus on catalytic activity can reflect the change in the dispersion and distribution of molybdenum species induced by the addition of phosphorus. In order to get more insight in elucidating the nature of molybdenum phosphate catalysts, a detailed investigation has been undertaken by several methods. Some correlations were observed between the physicochemical properties of the catalyst and the catalytic behaviors. The change of catalytic behavior versus time was discovered in the molybdenum phosphate catalyst. In the optimum condition a high picoline conversion with high selectivities of the generated nitriles was observed.

베이커리 소비자의 재구매 의도 영향 요인에 관한연구

장태선,이주희 대한관광경영학회 2006 觀光硏究 Vol.21 No.2

본 연구는 베이커리 소비자의 재구매 의도 영향 요인을 연구로서 재구매 의도에 영향을 미치는 베이커리의 서비스품질을 연구함으로써 베이커리 서비스품질 제고전략수립을 위한 기본 방향을 제시하고자 하였다. 부산지역에서 베이커리를 한번 이상 이용해 본 경험이 있는 고객들을 대상으로 2005년 11월 10일부터 동월 25일까지 15일간 설문조사를 하였으며 가설검증을 위해 단순회귀분석과 다중회귀분석, 차이분석을 이용하였으며 연구결과는 다음과 같다. 첫째, 서비스품질에 대한 만족 변수로는 시간약속, 최선의 서비스, 가까운 곳, 서비스의 향상성, 맛과 신선도, 영업시간, 소구제품 항상 배치의 순으로 나타나, 현재의 상태를 지속적으로 유지할 필요가 있음을 의미하며, 불만족 변수로는 시설, 외관, 문제의 즉시 해결, 교환 및 환불, 진심어린 문제해결, 지식전달, 세심한 관심, 편의시설, 제품에 대한 믿음, 친절, 고객의 요구, 원하는 제품, 내부배치의 순으로 나타났다. 둘째, 베이커리 서비스품질 중요도 중 2개 요인이 고객 만족도에 유의한 영향을 미치는 것으로 나타났고, 성취도는 5개 요인 전부가 고객만족도에 유의한 영향을 미치는 것으로 나타났다. 셋째, 고객만족은 사후행동인 재구매의도에 매우 긍정적인 영향을 미치는 것으로 나타났다. 넷째, 고객특성에 따라 베이커리 서비스품질의 중요도는 유의한 차이가 있는 것으로 나타났다.

항공사의 서비스 실패와 회복이 고객만족에 미치는 영향

장태선 대한관광경영학회 2003 觀光硏究 Vol.18 No.2

This study examines the influence of the service failure and recovery conducted by airline company on customer satisfaction. The survey was conducted among the people who has had experience to fly to foreign countries once more in recent two years and the size of the sample is 324. The service recovery efforts which can be performed by airline companies were divided into three factors; the employee's attitude and effort to handle or to solve the problems its customers possess(R1), the suitability of the recovery efforts and its result(R2), and monetary compensation(R3). The results show the airline- service failure factors influence on R1 and R2 negatively, and indicate three all service-recovery factors have a quite influence on customer satisfaction(CS). R1, first of all, has much larger influence on CS than R2 and R3.In the results, we can also identify that when service recovery is conducted, airline's customers consider airline employee's attitude and recovery efforts to handle the problems(R1) as being a much more important recovery factor than any other factors(R2 and R3) like the suitability of recovery efforts and its results, and monetary compensation.

Effect of Transition Metal Cation on Multicomponent Bismuth Phosphate Catalyst in Propylene Ammoxidation

장태선,조덕희,이동구,윤석성,Jang, Tae Seon,Jo, Deok Hui,Lee, Dong Gu,Yun, Seok Seong Korean Chemical Society 2001 Bulletin of the Korean Chemical Society Vol.22 No.1

Nitration of C3 hydrocarbon over heterogenous catalysts

장태선,김현주,송상훈,김진억,노기윤,신채호 한국공업화학회 2013 한국공업화학회 연구논문 초록집 Vol.2013 No.-

Effect of Silica-Alumina Support in Bi-Mo Catalyst System

장태선,조득희,이동구,신채호 한국공업화학회 2001 한국공업화학회 연구논문 초록집 Vol.2001 No.-

Catalyst supported upon SiO₂ and Al₂O₃ is remarkable for the variety of reactions they promote. The catalytic activity of such solid acid catalysts with low oxidation power for the oxidation reaction is for major interest. In a previous article, SiO₂-Al₂O₃ itself has been described to be active for the ammoxidation of toluene. The bi-Mo catalyst supported on Al₂O₃ has been used for the oxidation or ammoxidation of light alkane and alkene to unsaturated aldehydes, carboxylic acids and nitriles, However, it has not been reported on the effect of support in these catalyst system. In this work, we report the effect of SiO₂-Al₂O₃ on the catalytic behavior in propylene ammoxidation over multicomponent bismuth molybdate catalyst supported on SiO₂-Al₂O₃. Some correlations were observed between the physicochemical properties of the catalyst particularly surface acidity, chemisorption, structure, etc. and selectivity to the desired product. A significant change in the activity and the selectivity would be expected, indicating transformation of the reaction pathway.

Nitration of halopropane to nitropropane over several catalysts

장태선,고상길,김진억,노기윤,신채호 한국공업화학회 2012 한국공업화학회 연구논문 초록집 Vol.2012 No.-

The Role of Transition Metal Cation in Bi-Mo Catalyst System

장태선,이동구,조득희,신채호 한국공업화학회 2001 한국공업화학회 연구논문 초록집 Vol.2001 No.-

The study on the multiphase catalysts has been attracted by a large number of investigators. One reason for this is that great differences are generally observed in catalytic properties between the multiphase and single-phase type catalysts. The improvement of catalytic performances for a mixture of phases with respect to each phase component has been explained by synergy effect. Especially this has been accounted for an effect of the divalent- or trivalent-metal molybdates in the case of multicomponent bismuth molybdate catalysts. The unique role of unadsorbed oxygen and lattice oxygen in selective oxidation on transition metal molybdates has been reviewed by many researchers. In this study, we report on the role of transition metal cation in Bi-Mo catalyst system. The adsorptivity of oxygen on Bi-Mo catalyst for the propylene ammoxidation is related more to the electronegativity rather than to the ionization potential of the metal ion added. The increasing sequences of the stretching vibration of Mo-O and the ability of oxygen chemisorption of Bi-Mo catalyst with the variation of added metal ion is related to that of electronegativity of transition metal cations.

스마트 중문어 입력 시스템키보드상에서의 획기적인 부수식 중문어 입력 방법

張太善 한국중국소설학회 2006 中國小說論叢 Vol.23 No.-

소개된 5가지의 특징을 위주로 이 발명이 속하는 기술 및 그 분야의 종래기술을 설명하자면,A) 수만 개의 한자 문자가 이미 저장된 데이터베이스의 도움 없이 해결된다는 점: 병음식은 물론이고 부수의 조합을 통해 한자를 만드는 부수 조합식 역시 완전한 조합식이 아니라 입력된 자판의 종류와 순서에 따라 이미 저장되어 있는 데이터베이스에서 문자를 찾아 오는 식이다. 사용자의 입장에서는 데이터베이스의 사용 여부가 피부로 느껴질 수 있는 속도의 차이를 주지 않아 고려될 사항이 아니나, 프로그램 설계 측면에서는 큰 차이가 있다. 규칙적인 패턴과 과학적인 구성을 가진 중국어의 시스템 특성을 무시하고 데이터베이스로 대체한다면 영문 같이 글자 하나 하나를 조작하고 다루는데 어려움이 있으며 차후 등록되는 문자에 관해 데이터베이스를 계속 업데이트해야하는 시스템상의 취약점을 안고 있다. 부수식 조합 외에 도형식 조합이 있지만, 이 또한 데이터베이스 없이는 원하는 글자를 만들 수 없는 취약점이 있다. 도형식에서는 도형의 입력 순서가 절대적으로 중요하며 입력된 도형 내용과 순서에 따라 데이터베이스에 매핑(Mapping)시켜야 한다. 이때 사용자가 글자를 조합하는 순서를 모를 경우 전혀 다른 글자가 나올 수 있음을 상기하여야 한다. 본 발명은 위에 열거된 문제를 극복하였다.