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품질개선기법을 이용한 급식서비스 컨택요소에 대한 고객 인식 조사 연구 - 산업체급식을 중심으로 -
한명애,정유경 한국관광학회 2015 관광학연구 Vol.39 No.2
본 연구는 급식에서의 서비스 컨택요소를 탐구하고, 고객의 선택시 우선시 되거나 개선이 필요한 요소가 무엇인지 분석하여, 경쟁구도의 우위를 위한 마케팅 활동에 유용한 방향을 제공하는 것을 목적으로 진행되었다. 조사는 산업체급식(foodservice industry)에서 동일한 건물에 급식과 외식이 함께 있는 기업의 직원을 대상으로 389부를 회수하였고, 수집된 자료는 PASW Statistics 18을 이용하였다. 분석 결과 첫째, 고객이 서비스를 컨택할 때 ‘선호 음식’, ‘식사분위기’, ‘식당의 전망’을 매력적 품질요소로, 제품중심적 컨택영역의 요소인 위생, 청결, 음식맛 등을 일원적 품질요소로 인식하였다. 둘째, 고객이 인지하는 중요품질요소는 청결과 위생, 맛과 신선도였다. 셋째, 핵심컨택요소는 청결, 위생분야였으며, 가장 우선적으로 개선되어야 할 항목은 CRM이었다. 넷째, 행복을 느끼는 영역에는 ‘진심어린 마음’, ‘가격’, ‘음식의 신선도’ ‘숙련된 종업원’, ‘신속한 서비스’ 등이 포함되었다. 이러한 연구결과는 서비스 접점에서의 고객의 감정으로 고객의 요구와 개선사항을 중심으로 고객지향적인 방안이 모색되어 급식기업의 고객서비스 증대와 마케팅 활동의 효율성 향상을 위한 새로운 전환점으로 활용될 수 있을 것으로 사료된다. This study is intended to provide useful ways for the competitive edge in marketing activities through the exploration of service contact elements, preferential improvement elements for customers' selection in the foodservice industry. A survey was carried out to 389 employees of the foodservice and eating-out companies in a same building. The PASW Statistics 18 was used to collect data. First, for their service contact, one-dimensional quality elements were ‘preferred foods’, ‘meal atmosphere’ and ‘restaurant's view’, and attractive quality elements were ‘sanitation’, ‘cleanliness’ and ‘food taste’ of product-oriented contact fields. Second, important quality elements was ‘sanitation’, ‘cleanliness’ and ‘food taste’ and ‘freshness.’ Third, key contact elements were ‘cleanliness’ and ‘sanitation’, and the most preferential improvement was ‘CRM.’ Fourth, happiness elements was ‘sincerity’, ‘price’, ‘freshness of food’, These findings will be used as a new turning point for the improved customer service and efficient marketing of foodservice companies by customer-oriented measures based on the needs of customers and improvements with their feelings in the service contact.
푸드서비스산업에서 고객지향적인 서비스 컨택요소의 탐색적 연구
한명애 ( Myung Ai Han ),정유경 ( Yu Kyeong Chong ) 대한영양사협회 2015 대한영양사협회 학술지 Vol.21 No.1
The purpose of this study was to provide preliminary data for competitive dominance in an institutional foodservice environment. Data were collected from 85 experts and practitioners on customer-oriented service contact elements and contact fields in the foodservice industry. PASW Statistics ver.18 and MS Excel were used for data analysis. From the pilot study, 67 service contact-elements were derived. Contribution rate analysis and frequency analysis in each contact field were performed in order to categorize four factors, including environment-oriented contact, product-oriented contact, service-oriented contact, and image-oriented contact fields. Thirty three contact elements were derived, and environment-oriented contact consisted of eight contact- elements (cleanliness of restaurant/kitchen, etc.), product-oriented contact consisted of twelve contact- elements (food taste, etc.), service-oriented contact consisted of seven contact-elements (service quality, etc.), and image-oriented contact consisted of six contact-elements (image/reputation, etc.). The results of study will be useful to develop an effective marketing program for competitive dominance in an competitive foodservice industry environment.
김지태,한명애,곽현,배성렬 漢陽大學校 工學技術硏究所 2000 工學技術論文集 Vol.9 No.1
이취미물질중에서 페놀, Geosmin, 2-MIB를 선정하여 응집제(PACS)와 흡착제(PAC) 및 산화제(Cl2, ClO2)로 처리하였을 때 제거율을 알아보았다. 페놀의 경우 이산화염소(ClO2)와 분말활성탄(PAC)으로 처리하였을 때 제거효율이 높았고, Geosmin과 2-MIB는 분말활성탄(PAC)으로 처리하였을 때 제거효율이 높았다. 그러나 페놀, Geosmin, 2-MIB 모두 응집제(PACS), 염소(Cl2)로 처리하였을 경우에는 제거효율이 거의 없음을 알 수 있었다. The removal ratio of phenol, geosmin, and 2-MIB selected in odor and taste causing materials was investigated, when water was treated with coagulant(PACS), adsorbent(PAC), and oxidants(Cl2, ClO2). Phenol was removed at a relatively higher rate by the treatment with CIO2 and PAC(Powder Activated Carbon). The other side, geosmin and 2-MIB were removed at a higher rate by the treatment with PAC. But it was found that the treatment with coagulant(PACS) and chlorine(Cl2) for the removal of phenol, geosmin and 2-MIB was little removal efficiency.
수술실 간호사의 계수지침 이행정도와 계수오차 경험 및 관련요인에 관한 연구
전현숙,최창선,김은경,김성란,한명애,남주희,한은영,김지연,김희진,최예정,이인영,권정미,이선희,정현숙,권경주 병원간호사회 2001 임상간호연구 Vol.7 No.2
The purpose of this study is, first of all, to identify count errors and the nurses compliance of count methods. Secondly, this study is to identify causes of count error which they perceive. The subjects of this study performed 139 operating room nurses working in five hospitals which have 300 beds each in seoul. The data were collected from June 10 to June 30, 2001. The instruments used for this study consisted of count error experience, count method compliance and factor-perception extent related to count error. SPSS 10.0 Program was used in data analysis, and frequency and percentage were used for general characteristics of the subject and experience level of count error. Average and standard deviation were used for compliance of count method and factor-perception extent related to count error. The results were summarized as follows, 1) According to the study, "None" is the most experience of count errors, and if any, "temporary loss" is the most frequent experience. Gauze (33.1%), instrument(36.0%) and needles(29.5%) follow consequently. In case of permanent loss, the order is needle(29.5%), gauze(5.8%), and instrument(5.0%). In case of reoperation after permanent loss, gauze(3.6%) is the highest one and then instrument(0.7%) follows. No reoperation performed for needle. 2) Gauze count and count record showed the best performance in counting subject. 3) The highest perceived factor related to count error is the factor of operation itself(3.26±0.70),and environmental(2.80±0.77) and human(2.76±0.77) factor follow in descending order. Consequently, out of gauze, needle and instrument, gauze was the highest loss, temporarily or permanently. Though gauze count compliance was the highest and detected by X-ray, gauze count error is also the highest. In addition, the highest perceived factor related to count error is the factor of operation itself. Based on this study, we suggest as follows. 1) The development and continuous complement of standard count job are prerequisite for preventing count error and improving operation team's understanding on count error. 2) The education program of count job for all nurses of operating room and evaluation system for continuous implementation of count job are necessary. 3) The continuous research for count job and count error is necessary. 4) The research on reliable instrument development for count error experience and count method compliance is also necessary.