꿈음 희망을 잉태시킨다.

배준철 대구대학교 국어교육과 2005 나랏말쌈 Vol.20 No.-

임상증례 구연발표 : 보철수복을 위한 외상치아의 치주수술 증례

배준철,김언경,이영규 대한치주과학회 2005 대한치주과학회 학술대회자료집 Vol.2005 No.2

개인사업자 세무대리서비스 만족도 요인에 관한 연구 : 서울지역을 중심으로

배준철,심재우 한국상업교육학회 2013 상업교육연구 Vol.27 No.3

본 연구는 서울지역을 중심으로 세무대리인의 특성, 세무대리인과 이용자의 관계에 대한 요인, 세무대리인의 직원의 세무대리서비스의 특성, 이용자의 특성으로 구분하여 개인사업자의 서비스 만족도에 어떠한 요인이 영향을 미치는지에 대해서 연구하였다. 연구결과를 요약하면 다음과 같다. 첫째, 세무대리인의 특성이 이용자만족도에 영향을 미치고 있는 것으로 나타났다. 둘째, 세무대리인과 이용자와의 관계가 이용자 만족도에 영향을 미치고 있는 것으로 나타났다. 셋째, 세무대리인의 사무실 직원과의 관계가 이용자 만족도에 영향을 미치고 있는 것으로 나타났다. 마지막으로 이용자의 특성이 이용자 만족도에 영향을 미치고 있는 것으로 나타났으며, 이용자가 세금납부의지가 있는 경우와 대리인 사무실 직원과 인간적인 경우에 이용자 만족도는 크게 나타나는 것으로 나타났다. The purpose of this study is to examine the factors of customer satisfaction on tax agency service in individual businesses. I surveyed 155 customers of tax services by questionnaire in Seoul area. Main items of survey questionnaire are included 5 issues such as tax service provider characteristics, relationship between tax service provider and customer, contact point with customers, customer characteristics and satisfaction level. The results of this study are as following. First, there is significantly positive relation between tax service provider‘s features and customer satisfaction level in user group analysis. Second, there is significantly positive relation between relationship both tax service provider and customer and customer satisfaction level in user group analysis. Third, there is significantly positive relation between contact point with customers and customer satisfaction level in user group analysis. Finally, there is significantly positive relation between customer characteristics and customer satisfaction level in user group analysis. These results have some implications.

혁신에서의 흡수역량과 IT : 제조업체와 서비스업체간 비교연구

배준철,이상용 한국경영정보학회 2010 한국경영정보학회 학술대회논문집 Vol.2010 No.1

본 연구는 혁신에서의 흡수역량과 정보기술간의 조절효과에 대한 연구를 산업간 비교연구를 통해 분석하였다. 흡수역량의 프록시로는 R&D 투자집약도, R&D 인력집중도, 기업규모 등을 사용하였다. 기업이 흡수역량을 통해 외부 지식을 습득, 활용하는 과정을 살펴보면 지식의 축적과 원활한 흐름, 지식기반 등은 흡수역량에 있어 매우 중요한 요소임을 알 수 있다. 이에 흡수역량에의 지식의 축적 및 공유와 관련된 정보기술의 역할이 강조되고 있으므로 본 연구에서는 이를 실증 분석하고자 하였다. 나아가 이러한 정보기술의 역할이 산업에 따라 다르게 나타날 것이라 가정하여 이를 산업별로 나누어 비교 연구해 보았다. 분석결과 제조업체에서의 정보기술은 R&D 투자집약도와 조절효과를 일으키는 것으로 나타났다. 이는 제조업체에서의 정보기술의 역할은 기술기반 지식의 축적과 강한 관련이 있음을 보여준다. 한편, 서비스업체의 정보기술은 R&D 인력집중도와 조절효과를 일으켰는데 이는 서비스업체에서의 정보기술의 역할은 인적자원의 지식 학습 및 경험의 공유와 강한 관련이 있음을 보여준다. 또한 산업간 차이를 통계적으로 분석해본 결과 두 산업 모두 정보기술과 R&D 투자집약도의 조절효과가 존재하는 것으로 나타났다. 다만 제조업체가 서비스업체보다 그 강도 면에서 더욱 강한 영향을 받는 것으로 나타나 제조업체의 R&D 투자로 인한 기술적 지식 습득에 대한 의존도가 더 높은 것으로 분석되었다. 정보기술과 기업규모간의 조절효과는 제조업체에서는 정(+)의 영향을, 서비스업체에서는 부(-)의 영향을 주는 것으로 나타났다.

백화점 판매사원의 감정노동에 관한 연구

배준철,김판진 한국유통과학회 2011 유통과학연구 Vol.9 No.4

Along with economic development, the service industry is growing as days go by. Therefore, companies should maximize customer satisfaction through continuous changes by providing services which are suitable for customer needs. The general service industry has a decisive effect on the rate of growth and profitability of a superior business. Therefore, many companies try to provide the best customer service to increase profitability. Because service to a customer is delivered through interactions with the employee, the employee's attitude has a strong influence on the customer's satisfaction level. For these, most service industries are required to provide new types of labor. It is often referred to ‘Emotional Labor’, and that is different from physical and mental labor. Service providers always provide a service for the customers with a smile, even though they conceal their emotions. The Purpose of this study is to identify theologically the fact of that Sales Workers at Department Stores emotional labor, according to the economization of service, has become to decide the predominance of competition among companies and represents the quality of service ; to confirm that their emotion management is a crucial part of the work; to identify the correlation among job stress and job satisfaction which are experienced in the process of performing display rules required by organization. To practice them, this study deals with the theological consideration of the emotional labor, job stress and job satisfaction. This study proceeded to evaluate how the emotional labor of sales workers at department stores effected on their job stress and satisfaction. The result of this study will be summarized below. First of all, the frequency of emotional display and attentiveness required to display emotions both have a similar effect on the level of job stress. In the case of the emotional dissonance, there isn't a great amount of proof that it effects the job stress. That shows us that the aspect of the latter, they express the feelings on their daily lives less than the former by the public awareness and gaze. so, once they could accept the latter, the effect on the job stress would be vanished. Second, a study was performed to figure out the effect of emotional labor on job stress. As a result, none of them make negative effects on the job satisfaction but the attentiveness to required display rules even have positive effects on it. that means the emotional labor has an indirect effect on the job satisfaction through some intermediation stuff. Third, the role conflict of job stress factors has a negative effect on job satisfaction, Although role ambiguity has a negative effect on that as well, I couldn't find appropriate proof for that. As far as I figured out, job stress can only increase job dissatisfaction. In other hands, the sales workers would have tendencies to have more motivation to work hard rather than reveal their job stress and complain about work. Finally, emotional laborers always work close to job stress. This can maximize service for the customers, but it increases stress of the laborers providing services at the same time. Then, they can not provide high quality service. It is no doubt that we need to begin managing it systematically. In conclusion, the work satisfaction of the sales workers is connected to the service quality for the customers directly.

패밀리 레스토랑의 부정적 대기경험과 수용가능성이 서비스품질에 미치는 영향

배준철 ( Jun Chul Bae ),김대철 ( Dae Cheol Kim ) 한국고객만족경영학회 2014 고객만족경영연구 Vol.16 No.4

본 연구에서는 패밀리 레스토랑에서의 대기에 대한 부정적 경험과 수용가능성이 서비스 품질 및 고객만족에 미치는 영향에 관한 것이다. 이를 위해 총 230부의 설문자료를 수집하였다. 결과를 보면, 대기에서의 부정적 경험을 구성하는 대기시간에 대한 부정적 지각, 부정적 대기환경, 대기의 통제 불가능성 등 모든 차원이 수용가능성 및 부정적 감정에 통계적으로 유의한 영향을 미치는 것으로 밝혀졌다. 한편, 부정적 감정은 패밀리 레스토랑의 잘 알려진 서비스 내용 등으로 인하여 서비스 품질에 대한 직접적인 영향은 없는 것으로 나타났다. 그러나 이 부정적 감정은 이탈의도에는 영향을 미치는 것으로 나타났으며, 이것은 많은 경우 표준화된 서비스 제공 등으로 인해 특정 패밀리 레스토랑에 대한 충성도가 그다지 높지 않다는 것을 의미한다. This study addresses the impacts of negative waiting experiences and acceptability on service quality of family restaurants. For the research, 251 participants were surveyed over two months from May to June of 2013 and 230 questionnaires were used for further analyses. The convenience sampling was used to take the samples. The results show that all three dimensions (perceived waiting time, physical waiting environment, uncontrollability) of negative experiences statistically have significant effects on both acceptability and negative emotion. This study also provides the finding that the negative emotion does not impact the assessment of service qualities of family restaurants. This implies that consumers are already aware of most of the family restaurants` service quality since most of them are franchised restaurants and their services are mostly standardized. However, the negative emotion affects consumer defection due to lack of loyalty to a specific restaurant that fails to provide distinguished service. Thus, family restaurants should consider ameliorating the negative waiting experiences of consumers.

항공 서비스 인카운터에 대한 감정적 반응이 고객만족에 미치는 영향

배준철 ( Jun Chul Bae ),황수영 ( Su Young Hwang ) 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 2015 호텔리조트연구 Vol.14 No.2

This study, the effect of service encounter on customer satisfaction through emotional response is addressed. For the research, 160 samples are collected by convenience sampling. In order to measure service encounter, used quantitative(communication time, information richness, proxemics) and qualitative compositional factors(interaction quality, physical environment quality, outcome quality). The results of the analyses are as follows: First, the quantitative compositional factors(communication time, proxemics) have a direct impact on positive and negative emotional response. But the information richness doesn``t give any significant impacts on the emotional response. Second, qualitative compositional factors(physical environment quality, outcome quality) are significantly affected by the positive and negative emotional response. But the interaction quality doesn``t give any significant impacts on the positive and negative emotional response. Third, two dimensions(positive emotional response, negative emotional response) of the emotional response have a direct impact customer satisfaction.

대기에 대한 수용가능성, 부정적 감정반응과 부정적 대기경험 간의 관계

배준철(Jun Chul Bae),장미향(Mee Hyang Chang),김대철(Dae Cheol Kim) 한국관광연구학회 2015 관광연구저널 Vol.29 No.11

This study addresses the impacts of the experiential value and the brand image on the acceptability to the wait as well as negative emotional response through the negative wait experiences for family restaurants. 251 samples are utilized for the analyses and are collected by using convenience sampling. The results of the study show that the experiential value has a direct impact on brand image and the acceptability to the wait. But the brand image doesn``t give any significant impacts on the acceptability to the wait. It is found that acceptability to the wait negatively affects the negative wait experiences. That is, all three dimensions of the negative wait experiences are significantly affected by the acceptability. This implies that high level of acceptability to the wait diminishes the degree of negative responses against the negative wait experiences with long wait time, inconvenient environment, and uncontrolability. Therefore, the acceptability to the wait found to be one of important factors to manage wait problems. Especially, the acceptability to wait has the most significant effect on the perceived negative wait time among other components of the negative wait experiences. These results imply that to increase the level of the acceptability of the wait, it is needed to enhance the customer experiential value. The short to mid-term approaches to improve the customer experiential value include providing information on wait and improvement of wait environment.

원자력 발전소를 위한 수퍼바이저 제어기법에 관한 연구

裵俊喆(Jun-Cheol Bae),崔重仁(Jung-In Choi) 대한전기학회 1999 전기학회논문지A Vol.48 No.9

기업의 흡수역량과 정보기술 활용도가 혁신에 미치는 영향

배준철(Jooncheol Bae),이상용(Sang-Yong Tom Lee) 한국데이타베이스학회 2013 Journal of information technology applications & m Vol.20 No.1

This study is to analyze the impact of the absorptive capacity and information technology (IT) on firms" innovation. The absorptive capacity is measured by R&D investment intensity, R&D manpower concentration, and the firm’s size. We try to see the interaction effects between the absorptive capacity and IT usage on firms" innovation. We also look into the differences of the impacts between manufacturing industry and service industry as well as IT industry and service industry. We found that IT and R&D intensity have stronger interaction effect on innovation in manufacturing industry than in service industry, which shows that IT plays a more important role in the accumulation of knowledge in R&D activity in manufacturing industry. Contrarily, in service industry, IT and R&D manpower concentration has significant interaction effects on innovation. This means that the role of IT in service industry is sharing knowledge and experiences among employees in service industry. The interaction effect between firm’s size and IT has positive impact on innovation in manufacturing industry, while it has negative impact on innovation in service industry. Finally, we found that the interaction effect is statistically significant in non-IT industry, while it is not statistically significant in IT industry.