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서비스제공자성과차원이 고객태도에 미치는 영향 - 서비스 유형과 성별의 조절효과를 중심으로
양지훈,김경애,김상희 한국전략마케팅학회 2012 마케팅논집 Vol.20 No.3
서비스제공자에 대한 고객기대와 반응은 서비스 유형과 고객 특성에 따라 달라질 수 있기 때문에 서비스제공자의 여러 성과차원들이 모든 서비스와 고객에서 동일하게 중요한가에 대해서는 의문 을 제기해 볼 필요가 있다. 따라서 본 연구는 서비스 제공자의 성과차원-상호이해, 특별한 행동, 진정성, 능숙도, 실패최소화-에 대한 구체적인 접근과 더불어 서비스유형과 고객의 성별에 따른 서비스제공자의 성과차원이 고객반응에 미치는 상이한 효과에 대해 살펴보고자 한다. 주효과에 대한 연구결과, 서비스제공자성과차원 중 진정성, 능숙도, 실패최소화가 고객태도에 유의한 영향을 미치는 것으로 나타났다. 조절효과에 대한 연구결과, 서비스제공자의 진정성은 거 래기반서비스에서보다 관계기반서비스에서 서비스제공자에 대한 고객태도에 더 긍정적인 영향을 미치는 것으로 나타났으며 서비스제공자의 능숙도는 관계기반서비스에서 보다 거래기반서비스에 서 서비스제공자에 대한 고객태도에 더 긍정적인 영향을 미치는 것으로 나타났다. 서비스제공자 의 진정성은 남성보다 여성에 있어서 서비스제공자에 대한 고객태도에 더 긍정적인 영향을 미치 는 것으로 나타났고, 서비스제공자의 능숙도는 여성보다 남성에 있어서 제품/서비스에 대한 태도 에 더 긍정적인 영향을 미치는 것으로 나타났다. 본 연구는 서비스제공자의 성과차원이 서비스유형과 고객 성별에 따라 고객태도에 상이한 영향 을 미친다는 것을 확인할 수 있었으며 이는 차후 서비스기업이 서비스유형과 고객특성에 따른 적 절한 서비스접점전략을 수립하고 수행하는데 있어 시사점을 제공할 수 있을 것이다. This study examine the effects of service provider performance dimensions (SPPD) - mutual understanding, extra attention, authenticity, competence, and Failing minimum - on consumer attitude in service encounter. A lot of researchers have studied that SPPD is antecedent variable of customer attitude and have found that SPPD is the important factors of service firms' success. However, the researchers started to have doubts whether SPPD has equal importance to all services because not all services are the same. Customers’ sex also influences customer responses toward service provider performance because customers build differently expectation levels of SPPD according to customers' sex. Therefore, we need to find out which dimension of service provider performance is more important among various service encounters by examining the moderating effects of service typology and sex. To test theoretical model and hypotheses, a survey of 237 university students was conducted. The structural equation modeling is used to examine the validity of the proposed model and test the main effects and the moderating effects. The results of testing hypotheses are as follows: First, authenticity, competence, and failing minimum had positive effects on customer attitude toward service provider. Second, competence and failing minimum had positive effects on customer attitude toward goods/service. Third, the effects of customer attitude toward service provider and goods/service on customer satisfaction were statistically significant. Fourth, the moderating effects of relationship-based service and transaction-based service on the relationship between dimensions of service provider performance and customer attitude toward service provider and goods/service were partially supported. Authenticity of service provider had more positive effects on customer attitude toward service provider in relationship-based service than transaction-based service. Competence of service provider had more positive effects on customer attitude toward service provider in transaction-based service than relationship-based service. Finally, the moderating effects of sex (male/female) on the relationship between dimensions of service provider performance and customer attitude toward service provider and goods/service were also partially supported. Authenticity of service provider had more positive effects on customer attitude toward service provider in the female group than the male group. Competence of service provider had a more positive effect on customer attitude toward goods/service in the male group than the female group. This article makes a valuable contribution to service provider performance dimension literature by addressing the moderating effects of Service Typology and Sex. Organizations need to recognize the relative importance of dimensions of service provider performance among services and use a proper service encounter strategy on target customers.
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생성형AI 서비스의 성공요인에 대한 탐색적 연구 : 텍스트 마이닝과 ChatGPT를 활용하여
양지훈,양성병,윤상혁 한국경영정보학회 2023 Information systems review Vol.25 No.2
기존에는 사람이 생성하던 문장, 이미지, 음성 등을 인공지능 기술을 활용하여 자동으로 생성할 수 있게 되면서, 생성형AI 기술이 전 세계적인 관심을 받고 있다. 특히, 대표적 생성형AI 서비스인 ChatGPT는 기존 챗봇 서비스와 차별화되는 능동성과 정확도를 보여주며, 단기간에 이용자 수가 급증하고 있다. 이렇듯 생성형AI 서비스에 대한 관심이 높아지고 있음에도 불구하고, 대부분의 선행연구는 아직 초기 수준에 머무르고 있다. 이에, 본 연구는 생성형AI 서비스의 성공요인을 도출하고 이를 바탕으로 성공적인 비즈니스 전략을 제안하기 위해 LDA 토픽모델링과 키워드 네트워크 다이어그램을 활용하였다. 또한, ChatGPT를 사용하여 기존 텍스트마이닝 방법론을 보완하는 새로운 연구방법론을 제시하였다. 본 연구는 선행연구들의 한계를 극복하고, 생성형AI의 미래 발전에 대한 학술적 및 실무적 시사점을 제공했다는 점에서 의의가 있다. Generative Artificial Intelligence (AI) technology is gaining global attention as it can automatically generate sentences, images, and voices that humans previously generated. In particular, ChatGPT, a representative generative AI service, shows proactivity and accuracy differentiated from existing chatbot services, and the number of users is rapidly increasing in a short period of time. Despite this growing interest in generative AI services, most preceding studies are still in their infancy. Therefore, this study utilized LDA topic modeling and keyword network diagrams to derive success factors for generative AI services and to propose successful business strategies based on them. In addition, using ChatGPT, a new research methodology that complements the existing text-mining method, was presented. This study overcomes the limitations of previous research that relied on qualitative methods and makes academic and practical contributions to the future development of generative AI services.
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Liposuction with Diode Laser Ablation for Treatment of Axillary Osmidrosis
양지훈,정승원,고성훈,박혜림 대한미용성형외과학회 2013 Archives of Aesthetic Plastic Surgery Vol.19 No.3
Background: Liposuction and laser ablation for treatment of osmidrosis are leading treatment methods for osmidrosis and have less complication compare to conventional surgical method. We treated patients with the two methods simultaneously to maximize the efficiency for less complication. Methods: 18 patients with axillary osmidrosis (total 36 axillae) were included in this study. They had been treated by liposuction with diode laser ablation from December 2011 to August 2012. The results of operation was assessed by questionnaire subjectively and microscopic study objectively. Results: 18 patients were followed over 10 months postoperatively (range, 10 to 18 months; mean, 13.8 months). The patients were satisfied with their results in terms of reduced foul odor except one patient. No hematoma, infections, skin necrosis, hair loss or hypertrophic scar occurred. And there was quantitative reduction of apocrine glands in microscopic study. Conclusions: We suggest that simultaneous apply of liposuction with laser ablation which is clinically and histologically proven method for treatment of axillary osmidrosis could be more effective method than treatment with each method alone, and has same morbidity allowing the patients early exercise.
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양지훈,이형진,김근형 한국공업화학회 2018 Journal of Industrial and Engineering Chemistry Vol.61 No.-
Factors that are important for the development of tissue-engineered scaffolds include an appropriate selection of the physiochemical structure and surface characteristics to achieve the desired cellular responses depending on the target tissue or organ. In this study, we designed the linear polycaprolactone (PCL) strut, a spiral-like PCL strut that was fabricated using a 3D melt-printing system and a modified spiral-like PCL strut via a 3D melt-printing/plasma-etching process. The surface-roughened spiral-like strut showed significantly enhanced wettability and protein absorption abilities, which were closely related to cellular activities compared to those of linear and spiral-like struts. The in vitro cellular activities using the preosteoblasts (MC3T3-E1) indicated that the newly designed surface-modified spiral-like structure showed significantly higher metabolic activities and mineralization compared to those of conventionally 3D-printed struts.
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