서비스종사원의 조직공정성지각이 조직신뢰와 고객지향성에 미치는 영향

이영아 ( Lee Yeong-ah ),전다혜 ( Jeon Da-hye ),박남수 ( Park Nam-su ) 한국관광산업학회 2019 Tourism Research Vol.44 No.2

It is critical that service companies maintain a sustained relationship with their customers in order to gain competitive advantage in the market. This relationship has a great effect on customer-oriented attitudes and behaviors of service employees, and it is necessary to study various variables that can affect them. Hence, this study conducted a questionnaire survey on the service company employees to analyze how organizational justice perceptions of customers contact employees affect organizational trust and customer orientation in terms of social exchange theory. The final 219 data collected for hypothesis testing used for statistical analysis using SPSS 19.0, and the analysis results are as follows. Distributive justice, procedural justice, and interactional justice, which are sub-factors of organizational justice had positive effects on cognitive and emotional trust, which are sub-factors of organizational trust, and cognitive trust alone had positive effects on customer orientation. In addition, it is found that procedural justice of organizational justice had the greatest effect on customer orientation, and interactional justice had positive effect on customer orientation, but distributive justice had no positive influence on customer orientation. The cognitive trust of organizational trust was mediated by the relationship between organizational justice and customer orientation. Therefore, service companies should have a foundation for efficient management of customer contact service employees in terms of human resources management, so that they can derive useful strategies to maintain continuous relationship with customers in order to improve service quality. Therefore, the service company enables the service employees to recognize the procedural justice and the interactional justice of the organization through the smooth communication with the participation of service employees and the opportunity of expression in decision making in the organization. In addition, if a company adopts a system that prioritizes policies and personnel management that can secure organizational justice to improve organizational trust, service employees will be able to show a high level of customer orientation and maintain a sustained relationship with customers.

단문 텍스트의 자연어 처리 기법을 통한 크라우드 펀딩 추천 시스템 개발

이영아 ( Yeong-ah Lee ),이선명 ( Sun-myung Lee ),이주연 ( Ju-yon Lee ),이기용 ( Ki Yong Lee ) 한국정보처리학회 2021 한국정보처리학회 학술대회논문집 Vol.28 No.2

최근 자연어 처리에 대한 관심이 증가함에 따라 자연어 처리 기술을 활용한 다양한 추천 시스템이 등장하고 있다. 본 논문에서는 자연어 처리를 이용한 서비스를 개발한다. 본 논문에서 개발한 서비스는 KoNLPy 와 Word2Vec 을 이용하여 크라우드 펀딩 프로젝트 창작자 및 후원자에게 키워드 및 키워드와 유사한 단어가 제목에 포함되는 프로젝트를 추천해준다. 단문 텍스트로서 프로젝트 제목을 사용하여 데이터를 자연어 처리 한 후, 딥러닝 모델에 적용시켜 추출한 데이터를 기반으로 창작자와 후원자에게 추천해주는 방식이다. 따라서 본 서비스는 프로젝트 제목 정보를 통한 추천 시스템의 개발로, 나아가 영화, 도서와 같은 콘텐츠 추천 분야에도 적용할 수 있을 것으로 기대한다.

서비스실패와 지속구매의도의 관계에서 심리적 계약위반의 매개효과

이영아 ( Lee Yeong-ah ),차길수 ( Cha Gil-soo ) 한국관광산업학회 2021 Tourism Research Vol.46 No.1

This research examined the mediating role of psychological contract violation in the service failure-repeat purchase intention relationship of service customers. In a sample of 402 customers who had experience with service failure in the hospitality industry, the findings are as follows. First, all of the service failure dimensions(stability and controllability) were found to be relate positively to psychological contract violation. Second, psychological contract violation was found to be relate negatively to repeat purchase intention. Third, only stability of service failure dimensions was found to be relate negatively to repeat purchase intention. Finally, psychological contract violation was found to mediate the influence of service failure on repeat purchase intention. This study drew meaningful results by studying the psychological contract violation concept from the perspective of customers in the hospitality industry although there have been mainly studied from the perspective of organizational behavior. Based on these results, theoretical and managerial implications of the findings were discussed in the paper. The need for detailed service and problem solving process through customer contact analysis, customized strategy and establishment of monitoring system, and the necessity of expanding research on psychological contract violations of customers were presented.

국내 뉴시니어 세대와 C세대의 관광문화 비교 연구

이영아(Lee, Yeong Ah) 글로컬창의산업연구센터 2019 글로컬창의문화연구 Vol.8 No.1

In 1989, Overseas travel was fully liberalized in Korea. Since then, public interest in tourism has increased, and tourism has become a part of national leisure culture and is leading the market. This study compares the tourism cultures of New senior generation, who experienced both regulatory and liberalization of travel, and C generation, who was guaranteed freedom of travel from birth. The New senior generation refers to those who were born from 1955 to 1965 as the baby boomer generation, and the C generation refers to those born from 1995 to 2005 as millennial generations. As of 2019, the tourism culture of the New senior generation utilizes tourism as a recovery for loss of self-identity. It also has the characteristic of focusing on the bonds with those who have gone sightseeing together. On the other hand, the tourism culture of C generation is characterized by high communication and freedom. It is to utilize tourism to stimulate, shape and expand the self-identity that is just beginning to form. The results of this study will be able to understand the differences between generations and analyze the characteristics of tourism culture, leading to the development of various cultural tourism contents. It is also expected that popularized tourism will become the basis for the advancement of culture industry with advanced cultural consciousness.

투어리스티피케이션 대처 방안 사례 연구

이영아(Lee Yeong-Ah) 글로컬창의산업연구센터 2018 글로컬창의문화연구 Vol.7 No.1

Touristification is a common phenomenon in the development and activation policies of modern tourist attractions in modern cities. This phenomenon, which is interpreted in terms of ‘Tourism Gentrification’, can be regarded as a struggle for the right to survival along with the departure of indigenous peoples. The cause of the Touristification can be analyzed by Edward Hall’s ‘proxemix’ and ‘Critical Distance’ theory. When a living space, a private space, is invaded by tourists, the spatial demands that were latent in their unconsciousness are expressed in society in the form of struggle. The struggle for desire for infringement is Touristification. Based on these definitions, successful case studies were conducted. I selected ‘Suseong amusement park’ as a representative tourist destination in Daegu city. It has grown to become a tourist destination with more than 8 million visitors per year, but focused on the fact that Touristification did not occur. They efficiently conducted spatial communication with indigenous peoples and put practical goals in improving the quality of life of residents at the center of urban development. As a result, it was evaluated that ‘Suseong amusement park’, where stable urban development and tourism development were carried out, could be effectively applied to the development of domestic tourist areas.

코로나19에 따른 관광숙박업의 현황 및 대응전략

이영아(Yeong-Ah Lee) 한국복합리조트포럼 2023 관광체육연구 Vol.2 No.1

Purpose: This research aims to extend our understanding of the current status and response strategies of tourism accommodation industry in accordance with COVID-19. Method: This study investigated the impact of COVID-19 on the tourism accommodation industry, cases of response to COVID-19, and marketing strategies through literature. Results: It was confirmed that sales of hotels and condominiums overall declined as the number of tourists plummeted due to the social distancing policy of the COVID-19 pandemic. Conclusion: In order to respond to COVID-19, tourism accommodation industry attracted customers by providing various products and services with promotion and marketing strategies using keywords such as Untact, Wellness, Value, and Hygiene. Interdisciplinary Research Implications: This paper is a discussion of the current status and prospects of tourism accommodation industry in accordance with COVID-19, and interdisciplinary research with the field of physical education will be able to examine the impact of COVID-19 on non-face-to-face services in the sports field.

호텔고객의 심리적 계약위반이 전환의도에 미치는 영향 : 호텔신뢰의 조절효과를 중심으로

이영아(Lee, Yeong-Ah) 한국외식산업학회 2021 한국외식산업학회지 Vol.17 No.3

Conv 연산을 추가한 BERT 모델의 성능 개선 연구

국주현(Ju-Hyun Cook),이영아(Yeong-ah Lee),김철연(Chulyun Kim) 한국정보과학회 2022 한국정보과학회 학술발표논문집 Vol.2022 No.12

제대혈 채취 후 유로키나제의 첨가가 제대혈 적혈구 제거시 조혈모세포의 수득률에 미치는 영향

이영호,박현우,이영아,한훈,김경희,한진영 대한조혈모세포이식학회 2000 대한조혈모세포이식학회지 Vol.5 No.1

목적:제대혈 채취 후 24시간이 경과하여 적혈구를 제거하는 경우에 제대혈내의 응고계 및 섬유소 융해계의 변화로 인하여 clumping이나 미세혈전 등이 생겨 유핵세포나 CD34+ 세포의 수득률이 감소될 수 있다. 따라서 비록 항응고제가 처리된 제대혈이라 할지라도 제대혈 분리 전에 urokinase를 첨가하면 조혈모세포의 수득률을 높일 수 있을 것으로 생각된다. 그러나 현재까지 이에 대한 연구가 전혀 없는 상태이므로, 본 연구에서는 시간이 경과된 제대혈에 urokinase를 첨가하는 것이 효과가 있는지, 있다면 얼마의 용량이 적절한지 알아보기로 하였다. 방법:1) 채취한 후 48시간 경과된 제대혈에 대한 분석: 15례의 제대혈을 채취하여 채취 직후와 48시간 후에 10% pentastarch로 적혈구를 분리한 다음, 총유핵세포수와 CD34+ 세포수를 측정하여 수득률을 비교하였다. 48시간이 경과한 검체에 대하여 urokinase는 제대혈 분리 30분 전에 첨가하였으며, urokinase를 첨가하지 않은 군과 urokinase 5,000 IU/mL, 10,000 IU/mL, 50,000 IU/mL을 첨가한 네군으로 나누어 각각의 수득률을 비교 분석하였다. 2) 채취한 후 24시간이내의 제대혈에 대한 분석: 12례의 제대혈을 채취한 직후에 적혈구를 분리하여 총유핵세포수와 CD34+ 세포수, CFU-GM 집락수를 측정하였다. 동일한 검체를 6시간, 12시간, 24시간 동안 실온에 방치한 후 상기 실험 결과 가장 효과적인 용량의 urokinase를 첨가한 군과 첨가하지 않은 군으로 나누어 각각 적혈구를 분리한 다음, 총유핵세포수와 CD34+ 세포수, CFU-GM 집락수를 측정 비교하였다. 결과:1) 제대혈 채취 48시간 후에 urokinase를 첨가하지 않은 경우와 urokinase 5,000 IU/mL를 첨가한 경우 총유핵세포수의 차이가 없었지만, urokinase 10,000 IU/mL, 50,000 IU/mL를 첨가한 경우에는 urokinase를 첨가하지 않은 경우에 비하여 총유핵세포수의 의미있는 증가를 보였다(P=0.0024, P=0.0009). 2) 제대혈 채취 48시간 후에 urokinase 5,000 IU/mL이나 50,000 IU/mL를 첨가한 경우에는 urokinase를 첨가하지 않은 경우에 비하여 CD34+ 세포수의 차이가 없었지만, urokinase 10,000 IU/mL를 첨가한 경우에는 urokinase를 첨가하지 않은 경우에 비하여 CD34+ 세포수의 의미있는 증가를 보였다(P=0.0402). 3) Urokinase 10,000 IU/mL를 첨가하였던 군이나 첨가하지 않았던 군 모두에서 제대혈 채취 즉시 적혈구를 분리하였던 경우에 비하여 6시간, 12시간, 24시간이 경과할수록 총유핵세포수, CD34+ 세포수, CFU-GM 집락수가 약간씩 감소하였으나 시간경과에 따른 통계적 차이는 없었다. 또한 제대혈 채취 24시간 이내에는 각 시간대별로 urokinase 10,000 IU/mL 첨가 유무에 따른 총유핵세포수, CD34+ 세포수, CFU-GM 집락수의 통계적 차이를 나타내지 않았다. 결론:채혈한지 48시간 경과된 제대혈을 냉동 보관해야 하는 경우에는 urokinase 10,000 IU/mL를 첨가하고 30분 후에 적혈구를 분리하는 것이 유핵세포와 CD34+ 세포의 수득률을 높일 수 있는 방법이며, 24시간 이내에 적혈구를 분리하는 경우에는 urokinase를 첨가할 필요가 없을 것으로 생각된다. Background:We assessed whether the urokinase could increase the yield of progenitor cells during processing in elapsed, even anticoagulated, cord blood after collection, and also determined the optimal dosage of urokinase. Methods:Twenty-seven cord blood samples were collected with ACD-coated syringes from umbilical cord vein after full-term vaginal delivery, and red cells were depleted with 10% pentastarch. We assessed the effect and optimal dosage of urokinase by comparing total nucleated cell (TNC) counts and CD34+ cell counts between fresh and 48 hour-elapsed cord bloods. The urokinase was administered to the 48 hour-elapsed cord bloods 30 minutes before separation as the dose of 0 IU/mL, 5,000 IU/mL, 10,000 IU/mL and 50,000 IU/mL, respectively. Thereafter, by using the most effective dosage of urokinase, we also assessed the effect of urokinase in the 6, 12 and 24 hour-elapsed cord bloods. Results:The TNC counts after separation in 48 hour-elapsed cord bloods were significantly higher in 10,000 IU/mL and 50,000 IU/mL of urokinase treated samples than untreated and 5,000 IU/mL treated samples. The CD34+ cell counts were significantly higher in 10,000 IU/mL of urokinase treated samples than untreated and 5,000 or 50,000 IU/mL treated samples. In 6, 12 and 24 hour-elapsed cord bloods, however, there were no significant differences of TNC count, CD34+ cell count and CFU-GM count between 10,000 IU/mL of urokinase treated samples and untreated samples . Conclusion: The addition of 10,000 IU/mL of urokinase before separation of 48 hour-elapsed, even anticoagulated, cord bloods could increase the yield of progenitor cells. However, there are no advantage of urokinase for processing of cord bloods not elapsed 24 hours after collection.