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서비스 제공자와 서비스 이용자 간의 서비스품질에 관한 인식 차이 연구-대학 행정서비스를 중심으로-
박의정 ( Eui Jung Park ),유한주 ( Han Joo Yoo ),송광석 ( Gwang Suk Song ) 한국품질경영학회 2011 품질경영학회지 Vol.39 No.1
A study for service quality is actively done but that for the quality level of the provided service recognized by the service provider for the same service, and for the difference in quality level of service use recognized by the service user is not relatively widely done. Thus, this study analyzed difference between the quality level of the provided service recognized by the service provider and the quality level of service use recognized by the service user, around administrative service as one of cores of the university service, and examined how difference between both service qualities have effect on business the business satisfaction level of the service provider. We measured the service level provided by the individual in charge of the administrative service of the A-university and examined the service quality in business by use of questionnaires. As the result, it was appeared that the quality level of the provided service recognized by the service provider for the same service quality was higher than the quality level of service use recognized by the service user. In addition, it was found that the quality level of the provided service recognized by the service provider had a significant effect on the service provider`s business satisfaction level but the quality level of service use recognized by the service user had not effect on the business satisfaction level of the provider.
서비스회복 수행이 서비스회복 만족, 브랜드이미지 및 충성도에 미치는 영향에 관한 연구
박의정(Park, Eui Jung),정지아(Jeong, Ji Ah),유한주(Yoo, Han Joo) 한국서비스경영학회 2015 서비스경영학회지 Vol.16 No.1
Regarding to the service recovery, research themes are limited to fairness theory or expectation - disconfirmation theory and they are suggesting employee-oriented strategies on the recovery only. Also, researches have been processed centering on hotel or aviation service industry, so various comparative researches by industries are rare. Thus, this study aims at deducing main elements that can extract service recovery satisfactions of consumers among service recovery performances according to characteristics of industries in order to supplement such vulnerability. This study carried out an empirical analysis by utilizing RECOVSAT, multidime- nsional concept of the service recovery and researches on pre-service recovery stage was completed. In addition, the study researched the service recovery having been applied to limited industries such as mobile communication and family restaurants and examined differences closely through doing a comparative analysis on 2 industries. Regarding to managerial applications, this study found out the necessity of concentration strategies on the service recovery performance by grasping properties of the service recovery by industries together with requir-ements on analyzing seriousness and controls on the service failure before doing the service recovery performance.
혈액투석실 간호사의 실무적응과정에 대한 근거이론적 접근
박의정,김영혜,Park, Eui Jung,Kim, Young Hae 한국간호행정학회 2013 간호행정학회지 Vol.19 No.1
Purpose: The purpose of this study was to generate a grounded substantive theory for the practice adaptation process of hemodialysis unit nurses. Methods: Participants in this study were 10 nurses working in one of two hemodialysis units. Data were collected through tape recorded in-depth interviews done between December, 2011 and February, 2012. Data were analyzed using grounded theory methodology. Results: From the participants' statements, 43 concepts, 18 subcategories and 10 categories were extracted through the open cording process. The 10 categories were: "Burden", "Role conflict", "Fearful", "Conflict of emotion", "Lack systematic job training", "Lack support system", "Compassion", "Rapport created", "Sense of duty", and "Growth". The core category was discovered to be 'recognized growth'. Phenomenon was identified as 'burnout' and this series of processes was categorized as having three stages: 'conflict', 'acceptance', 'growth'. Conclusion: The results of this study provide useful information about the needs of Hemodialysis Unit Nurses during the practice adaptation process based on their stages and types of practice adaptation. Finally, this study contributes data for the development of intervention programs that support the Hemodialysis Unit Nurses' practice adaptation.
단일 의료기관에서 진단된 아나필락시스 환자의 임상적 특성
박향미 ( Hyang Mi Park ),노진철 ( Jin Chul Noh ),박종현 ( Jong Hyun Park ),원연경 ( Youn Kyoung Won ),황세희 ( Se Hee Hwang ),김재윤 ( Jae Yoon Kim ),김유영 ( You Young Kim ),노의정 ( Eui Jung Roh ),정은희 ( Eun Hee Chung ) 대한소아알레르기호흡기학회(구 대한소아알레르기 및 호흡기학회) 2012 소아알레르기 및 호흡기학회지 Vol.22 No.3
Purpose: The studies concerning the clinical features of patients with anaphylaxis, who meet the newly established diagnostic criteria, are reported in Korea, but comparative studies regarding the clinical features of children and adult patients with anaphylaxis are lacking. The purpose of this study is to compare the clinical features of the children and adults with anaphylaxis, who meet the new diagnostic criteria at a single hospital. Methods: We reviewed the medical records of patients who were diagnosed with anaphylaxis, anaphylactic shock, urticaria, and angioedema, including inpatients, outpatients and emergency room visited patients, at the National Medical Center from July, 2005 to August, 2011. The clinical characteristics of children and adults, who met the new diagnostic criteria for anaphylaxis, were analyzed. Results: We identified 91 patients with anaphylaxis. Sixteen were children and 75 were adults. The sex ratio (male:female) and the mean age were 1:1.7 and 9.6 years among children, respectively, and 1:2.3 and 42.3 years, respectively, among adults. The most common cause of anaphylaxis based on clinical history was foods in 15 children (93.7%) and 35 adults (46.7%). Twelve children (75%) and 36 adults (48%) were rediagnosed with anaphylaxis. Patients with cardiovascular symptoms and severe severity were 1 (6.3%) and 1 (6.3%), respectively, among children, and 28 (37.3%) and 23 (30.3%), respectively, among adults. Conclusion: We rediagnosed some cases of anaphylaxis, using the new diagnostic criteria and most of the cases were diagnosed initially as urticaria or angioedema. The adults had more severe and more cardiovascular symptoms than children. In the future, a nationwide, multiinstitutional research will be necessary for the prevalence and the clinical features of anaphylaxis by the new diagnostic criteria in Korea.