콜센터에서의 새로운 고용관계 : 이동통신서비스산업을 중심으로

강혜영 포스코경영연구소 2004 POSRI경영경제연구 Vol.4 No.1

콜센터는 대고객접점 부서로서 서비스의 생산과 제공이 직접 이루어지는 서비스산업에서의 생산현장이다. 새로운 기술의 발달과 심화되는 시장경쟁 속에서 고객서비스는 점차 비즈니스 영역에서의 키워드가 되고있고, 콜센터는 이러한 최근의 변화들을 반영하여 직무(Work), 작업조직(Work Organization), 근로자들의 기술구준(Skills) 및 통제관계(Work Control) 등 작업체계(Work Systems)에서의 새로운 작업관행과 더불어 교육·훈련 및 보상체계 강화의 인적자원관리를 추구하는 새로운 고용관계를 보여주고 있다. 흔히 콜센터를 제조업에서의 테일러리즘에 비유한 "화이트칼라공장(White-collar Factory)'과 같이 표준화(Standardization)되고 통제적인 작업시스템으로 설명한다 하지만 하루가 다르게 쏟아져 나오는 신상품과 고객서비스 향상에 초점을 두고 있는 이동통신서비스산업에서의 저비용에 바탕을 둔 표준화의 경향 속에서 근로자의 지식(Knowledge) 활용에 대한 자율성(Opportunity Structure)을 결합하는 복합적인 고용관계를 보여줌으로써 작업장 혁신에 대한 새로운 시사점을 제기하고 있다. This paper examines the changing nature of employment systems of call centers In the mobile telecommunications industry in light of its contributions to the issues of reorganizing frontline services. There are two different approaches in explaining employment systems : standardization model based on Taylorism vs opportunity structure depending on worker commitment. This article argues that there is no convergence in the process of work reorganization in call centers, especially towards mass production model. Rather, work complexity demands a certain degree of opportunity structure in work and employment practices in call centers, reflecting the focus of better customer services and market competition in the mobile telecommunications industry.

동의보감내(東醫寶鑑內)에서 보중익기탕(補中益氣湯)의 활용(活用)에 대한 고찰(考察)

강혜영,Gang Hye-Yeong 대한한의학방제학회 1992 大韓韓醫學方劑學會誌 Vol.3 No.1

BIM과 GIS 연계를 위한 실내 세밀도 모형 개발에 관한 연구: 실내 시설물 관리 중심으로

강혜영,황정래,홍창희 대한공간정보학회 2013 Spatial Information Research Vol.21 No.5

In recent years, according to the increase of interests in indoor space, various researches are being carried out for the construction and services of indoor spatial information. BIM data is very useful to build indoor spatial information. Accordingly, many studies for the use of BIM data on GIS part are in progress. In order to take advantage of BIM data on GIS part, the conversion technology for building indoor data and visualization techniques are required. However, most of the previous researches are focused on the conversion technology to construct indoor spatial information by importing BIM data into GIS applications while there is few research on visualization. In this study, an indoor LOD(Level of Detail) model is proposed to apply to on indoor facility management system when indoor data was constructed based on BIM data for the linkage between BIM and GIS. 최근 국내외적으로 실내공간에 대한 관심이 높아지면서, 실내공간정보 구축 및 서비스에 관한 다양한 연구가 이루어지고 있다. 실내공간 정보를 구축함에 있어서 BIM(Building Information Modeling) 자료는 매우 유용하다. 이에, BIM 자료를 GIS에서 활용하기 위한 다양한 연구가 진행되고 있다. BIM 자료를 GIS에서 활용하기 위해서는 실내공간정보 구축을 위한 변환기술과 자료 가시화 기술이 반드시 필요하다. 기존 연구들이 대부분 실내공간 정보 구축을 위한 변환에 집중되어 있으며, BIM을 기반으로 구축된 공간정보들의 가시화에 관한 연구는 거의 이루어지지 않았다. 이에 본 연구에서는 BIM과 GIS 연계를 위하여 BIM 자료 기반으로 실내 공간 자료를 구축했을 때, 실내 시설물 관리 시스템에 적용할 수 있는 실내공간 세밀도(LOD:Level of Detail) 모델을 제시하였다.

일개 농촌지역 초등학교 교사와 초등학교 6학년 학생의 양성평등의식

강혜영,허광희,김유미 韓國學校保健學會 2004 韓國學校保健學會誌 Vol.17 No.2

Purpose: The purpose of this preliminary study was to investigate gender equality consciousness among elementary school teachers and the 6th graders at a rural area in Korea. Methods: There were 78 teachers and 323 6th graders from five elementary schools in Y area in Jeonnam province. The data was collected with a structured self-reported questionnaire from June to July 2003. The instrument, which was developed by Korean Women Development Institute to test gender equality consciousness, was composed of 20-items (Cronbach's α = .87 in teachr group; Cronbach's α = .83 in children group) with four subcategories: family life, school life, business life, and social life. The data was analyzed by a one-way ANOVA and t-test using SPSS/PC+. Results: 1. Teachers' gender equality consciousness: The teachers' gender equality consciousness was significantly more affirmative in females (t = 5.313, p = .001) and in the younger teacher group (F = 24.710, p = .001). On the other hand, there was no significant difference according to marital status. The differences in all four subcategories were also significantly affirmative in the female and younger teacher group. 2. Students' gender equality consciousness: The gender equality consciousness among the 6th graders was somewhat different from the teachers'. School girls (t = 8.988, p = .001) and children from double income families (t = 3.171, p = .042) were more affirmative in gender equality consciousness than the other groups. In the four sub-categories, school girls were also significantly more affirmative in all four subcategories. On the other hand, according to the family income source, the children from double income families also tended to be more affirmative only in the subcategory of family life (t = 3.196, p = .042) Conclusions: Gender equality consciousness is remarkably different according to gender both in Korean elementary school teachers and in school children. Age was a key variable in teachers for gender equality consciousness. Further research in gender equality consciousness of parents, school principals and urban school population would be useful. In order to promote gender equality consciousness, various educational materials and a mass education campaign should be developed.

국민학교 담임교사와 양호교사의 보건교육 실천 및 인식

강혜영,Gang, Hye-Yeong 한국지역사회간호학회 1990 지역사회간호학회지 Vol.2 No.1

메뉴스토리텔링이 지각된 가치 및 SNS구전의도에 미치는 영향 : 고객만족의 매개효과

강혜영,강경아,허진 관광경영학회 2021 관광경영연구 Vol.104 No.-

At a time when customer behaviors are expressed in various ways through SNS word of mouth, this study intends to present a marketing direction through SNS word of mouth intention after customer satisfaction and to improve customers' perceived value through menu storytelling. Also, based on this study, the purpose of this study is to present a plan to activate menu storytelling in line with the SNS word of mouth intention to menu developers and managers. The final valid sample of 382 copies was analyzed by surveying tourists who visited Gyeongju and had experience in Korean food storytelling. As a result of the study, it was found that menu storytelling had a significant effect on perceived value and SNS word of mouth intention, and perceived value had a significant effect on SNS word of mouth intention. It was found that there was a partial mediating effect on the liver. This requires menu storytelling that can arouse customer interest and curiosity and differentiated menu storytelling that reflects customer needs for perceived value improvement and SNS word of mouth activity. It suggests that competitive advantage can be secured if various public relations strategies are established to improve the perceived value of customers.

내분비계 장애물질에 관한 초등학생의 지식, 인식, 노출저감화 행동 및 교육요구 수준 연구 - 수도권지역을 중심으로 -

강혜영,이상원 한국실과교육학회 2016 한국실과교육학회지 Vol.29 No.1

The purpose of this study was to investigate the elementary school students' knowledge, recognition, exposure reduction behavior and educational demand level on endocrine disruptors. The data were collected from 481 students in Seoul and Gyeonggi Province(Gwangmyeong, Hanam and Gwangju City). Frequencies analysis, t test and chi-square test were conducted by using i-STATistics program. The results of this study are as follows. The knowledge and recognition level on endocrine disruptors of elementary school students was found low generally. And the level of the 6th graders was higher than that of the 5th graders. The group who had endocrine disruptors related to the education experience was higher than the group who did not have the experience in the knowledge and recognition level on endocrine disruptor. The level of interest and availability of information acquisition/ understanding appeared to be average. The educational demand level on endocrine disruptors was found to be above average. The top of the about curiosity on endocrine disruptors was the meaning of endocrine disruptors product contents, and problem solution follows. The preference of learning method was field trip, watching cartoon and experiments. The exposure reduction behavior level on endocrine disruptors appeared to be satisfactory. Although the 6th grade students showed higher level of knowledge, the exposure education behavior level was higher in the 5th grade students. This shows antithetical result that as the grade gets higher in the knowledge, the level gets higher but the exposure reduction behavior level gets lower. In conclusions, the education on endocrine disruptors in elementary school need to be deployed to raise the level of exposure reduction action rather than the knowledge and to practice in daily life through providing educational opportunities of endocrine disruptors. 본 연구는 서울 및 경기도에 소재한 초등학교 5․6학년 학생들의 내분비계 장애물질에 대한 지식․인식․노출저감화 행동 및 교육요구 수준을 조사함으로써, 초등교육과정에 있어서 내분비계 장애물질에 대한 교육의 필요성을 제고하여 초등환경교육의 방향을 제시하기 위하여 수행되었다. 본 연구를 통하여 분석된 결과는 다음과 같다. 첫째, 초등학생의 내분비계 장애물질에 대한 지식과 인식 수준은 대체적으로 낮은 것으로 나타났다. 5학년보다 6학년의 지식 및 인식 수준이 높았고, 내분비계 장애물질 관련 교육경험이 있는 집단이 경험이 없는 집단보다 지식과 인식 수준이 높은 것으로 나타났다. 둘째, 내분비계 장애물질에 대한 관심수준․정보획득 용이도․정보이해 용이도는 평균 수준 이하였으며, 위험에 대한 인식 및 불안수준은 평균 수준으로 나타났다. 셋째, 초등학생의 내분비계 장애물질에 대한 교육요구 수준은 보통 이상의 수준으로 나타났다. 내분비계 장애물질에 대해 가장 궁금한 것으로 내분비계 장애물질의 뜻, 들어있는 제품, 문제해결 방법의 순이었고, 배우고 싶은 학습방법으로는 체험학습, 만화시청, 실험의 순으로 나타났다. 넷째, 초등학생의 내분비계 장애물질에 대한 노출저감화 행동수준은 대체적으로 양호한 것으로 나타났다. 결론적으로, 초등학교에서의 내분비계 장애물질에 관한 교육기회를 제공해야할 뿐만 아니라 지식이 일상생활에서 실천으로 이어질 수 있도록 지식 중심이 아닌 노출저감화 행동수준을 높이기 위한 교육으로 전개될 필요성이 있다고 할 수 있다.

흥미 - 전공일치도와 전공적응 수준에 따른 기본심리욕구의 차이: 공학계열 2학년 대학생을 중심으로

강혜영,정태종 한국공학교육학회 2016 공학교육연구 Vol.19 No.6

This study was conducted to explore the major adjustment factors in undergraduates by investigating the characteristics of group which doesn't correspond to Holland’s congruence assumption. For this study, 313 sophomore year undergraduates in engineering were surveyed. The results of this study showed as follows. First, the group which doesn't correspond to Holland’s congruence assumption represented 16.6% of all. Second, there were significant differences of basic psychological needs among four groups by interest-major congruence and major adjustment. These findings imply that major selection in congruence with interest is not critical and we should also consider basic psychological needs(autonomy, competence, relatedness) for engineering major adjustment.

일부 영·호남 지역의 도시·농촌노인의 건강 상태 비교연구

강혜영,신유선 전남대학교 간호과학연구소 1996 Nursing and Health Issues(NHI) Vol.1 No.1

This study was conducted to investigate and to compare the health status of urban and rural elderly in southeastern ( =Youngnam province) and southwestern (=Honam province) part of Korea. Physical health status of the elderly was investigated by ①the number of self-reported health problems ② self-rating scores for health status ③ the number of diagnosed diseases ④ ADL social health status by IADL and psychological health status by Life Satisfaction scale developed by Wood and others. The study subjects were the elderly who lived in Pusan(N=150) and Kwangju (N=150) as urban area and Kyoungnam(N=300) and Chonnam(N=297) province as rural area. The study subjects were sampled in random basis and the data were collected by trained interviewers from Feb. 1 to Mar. 30, 1995. The data was analyzed in SPSS. The results could be summerized as follows: 1. In the sociodemographic characteristics of the subjects, the urban elderly group was significantly tended to be higher in having religion, occupation, extended family, and practicing regular exercises than the rural elderly group; and the rural elderly group in having spouse, close relatives than the urban group. 2. In the sociodemographic differences between Youngnam and Honam area, Youngnam elderly group was significantly tended to have much more male population, nuclear family than Honam group in urban area. In the rural area, the elderly group of Honam was significantly tended to have much more male population, irreligious group, occupation, spouse and nuclear family than those of Youngnam area. 3. In the elderly health status, the numbers of self-reported health problems (headaches, dental problems, respiratory symptoms etc.), of diagnosed. Diseases(DM, neuralgia, arthritis etc.) and the scores of ADL were significantly tended to be higher in rural area; and the self-rating scores for health status in urban area. 4. In the differences in health status between Youngnam and Honam area, the scores in socialOADL) and psychologicalOife satisfaction) health status were significantly tended to be higher in Youngnam urban elderly group; and the numbers of self-reported and diagnosed health problems, and the scores of ADL in Honam rural elderly group than those of opposite areas. But the overall scores about their health status were significantly tended to be more affirmative or positive in urban and Youngnam area than those of rural and Honam area

활혈거어제(活血?瘀劑)에 관(關)한 문헌적(文獻的) 고찰(考察)

강혜영,강순수,Gang, Hye-Yeong,Gang, Sun-Su 대한한의학방제학회 1991 大韓韓醫學方劑學會誌 Vol.2 No.1