공정성, 리커버리불일치, 고객신뢰가 연계된 리커버리만족 확장모형을 통한 불평고객의 재구매의도 형성과정에 대한 연구: 관여도의 조절효과를 중심으로

라선아 ( Sun A La ),이종만 ( Jong Man Lee ) 한국소비자학회 2011 소비자학연구 Vol.22 No.3

본 연구는 주로 공정성이론에 의존하던 기존의 리커버리만족 연구에 불일치 패러다임을 통합하고, 리커버리 이후의 재구매의도 형성과정에서 고객신뢰를 중요한 매개변수로 도입한 리커버리 확장모형을 제안하였다. 두 가지 패러다임을 동시에 적용하는 것이 타당하고 의미 있는지 확인하기 위해 제안된 연구모형을 실증분석하였다. 심도있는 분석을 위하여, 관여도를 조절변수로 사용하여 모형의 실무적 유용성을 탐색하였으며, 공정성 패러다임만을 적용한 모형, 공정성-리커버리불일치 패러다임을 합친 통합모형, 공정성-리커버리불일치-고객신뢰를 연계한 확장모형간 모형적합도, 간명성, 예측력을 비교평가하여 제안모형의 효익을 분석하였다. 연구결과, 공정성-불일치 패러다임의 통합적 접근이 유익하며 리커버리만족 이후 재구매의도 형성과정에서 고객신뢰의 회복이 필수적이라는 결론을 얻었다. 리커버리만족이 고객신뢰의 회복을 거치지 않고는 직접 재구매로 이어지지 않았다. 관여도를 조절변수로 설정한 집단간 비교분석에서는 저관여의 경우 투입기준과 기대기준 중 어떤 것에 맞추어 복구를 수행하더라도 고객이 만족할 수 있는 데 반해, 고관여의 경우에는 상호작용 차원은 투입기준에, 분배적 차원은 기대기준에 맞추어 복구를 수행해야만 고객의 만족도를 높일 수 있다는 시사점을 발견하였다. 즉, 고관여인 경우 불평고객은 투입과 기대 기준 중 더 많은 보상이 가능한 기준을 선별적으로 선택하는 경향을 보였다. 또한 관여도가 높아질수록 분배 공정성의 영향은 유의하게 감소되지만, 상호작용 공정성의 영향은 유의하게 증가하였다. 이 연구는 실패복구의 궁극적 목표를 리커버리만족이 아니라 재구매로 설정해야 하며 그 과정에서 고객신뢰의 회복이 필연적 중간목표가 되어야 한다는 점을 명확히 보여주고 있다. 또한 복구의 기준설정을 위해 공정성과 리커버리불일치 패러다임을 통합적으로 적용하는 것이 유익하다는 시사점도 제공하고 있다. This research suggested an extended model for understanding customers` repurchase intention (RPI) formation process after recovery of failure by integrating both paradigms of perceived justice and disconfirmation. In fact, existing research stream regarding recovery satisfaction has focused mainly on perceived justice as its theoretical framework while neglecting expectationdisconfirmation paradigm that has been studied as a key framework for CS research in the literature. Thus, the current study tried to take a balanced perspective to approach recovery satisfaction and rebuilding of customer loyalty by incorporating expectation-disconfirmation paradigm as well as justice theory and testing the validity of the proposed model. Also, customer trust was adopted as a critical mediator on the path from recovery satisfaction to RPI in the proposed model. Perceived justice and recovery disconfirmation were modeled as multidimensional constructs. Perceived justice consisted of distributive and interactional justice; recovery disconfirmation consisted of distributive and interactional disconfirmation. In order to investigate the usefulness of the proposed model both in theoretical and practical aspects, comparison analyses were conducted among the competing models; hypotheses were tested by using Structural Equation Modeling(SEM); the moderator effect of involvement was explored by using multiple group analysis in SEM. Data was gathered from the real complainants who initiated complaining behaviors toward the service providers or a firm. Total sample that was used for the analyses consisted of 212 respondents. Failure types varied across services or products in diverse industries. Model comparisons were conducted for testing model fit index, model parsimony, and predictive power across alternative models. The results show that the integrated approach of both paradigms of perceived justice and recovery disconfirmation to recovery satisfaction is useful. Also, it is found that rebuilding of customer trust is a critical step leading to repurchase intention from recovery satisfaction. In general cases, CS is known to have a direct impact on RPI. However, this study shows that, in failure and recovery situations, CS loses its direct impact on RPI. Instead, customer trust plays a role of a mediator in the path from CS to RPI. In particular, involvement is found to moderate the impact of the perceived justice and recovery disconfirmation on recovery satisfaction across distributive and interactional dimensions respectively. In low-involvement group, complainants show no difference of preference in choosing a comparison standard. Therefore, marketers can satisfy the complaining customers via any type of recovery strategy based on either input or expectation. This means that recovery efforts based on customer`s perceived justice or on customer`s expectation-disconfirmation will be effective to a low-involvement customer group. However, customers in a high-involvement group selected the comparison standards preferable to themselves to evaluate the marketer`s recovery performance. They employ perceived justice paradigm to judge the interactional aspect of recovery but prefer using expectations as a comparison standard in judging the distributive aspect of recovery. This means that high-involvement customers behave more opportunistically than low-involvement customers. This study gives several theoretical implications: First of all, the results show that the balanced approach incorporating both justice and disconfirmation paradigms serves a comprehensive theoretical framework to explain more about complainants` recovery satisfaction. Also, this study reveals the critical role of customer trust in the path from recovery satisfaction to RPI. This means that a situation of failure and recovery is quite different from that of ordinary purchase and consumption, so that we need to take a more conservative approach to understand the psychological dynamics of complaining customers. The path from recovery satisfaction to RPI is fully mediated by customer trust. The results of model comparisons show that the proposed research model that incorporates not only justice theory but also disconfirmation paradigm and also accompanying a mediator of customer trust in the path from recovery satisfaction to RPI is the superior model among competing models. Furthermore, this study explores the relative impact of the two paradigms on recovery satisfaction by adopting a moderator, that is, involvement. Although involvement is a critical variable in consumer decision process, there is a lack of literature that deals with involvement in the situation of failure and recovery. As expected, involvement plays an important role when complaining customers choose a comparison standard in order to evaluate firm`s recovery performance. This means that recovery satisfaction is judged on the two different criteria: One is input-based(sacrifice-based) judgment and the other is predictive expectation-based judgment. The choice of either criteria is determined on the ground of the complainant` involvement. This research gives important implications that when marketers set the goal of recovery, the ultimate goal should not be recovery satisfaction but formation of repurchase intention. Furthermore, restoration or rebuilding of customer trust should be considered as an intermediate goal to RPI, which is an inevitable step from recovery satisfaction to RPI. Customers` future behavioral intention after recovery of failure is not an easy destination to reach. Customers who experienced service or product failures seem to be very cautious and conservative in choosing the same company again. Also, the research presents the incremental benefits of the integrated approach both from justice theory and disconfirmation paradigm simultaneously in recovery satisfaction model in order to understand the complainants` psychological dynamics comprehensively. Limitations and future research ideas are also discussed.

환경모니터링을 위한 집비둘기 깃털의 중금속 축적특성 연구

이장호 ( Jang Ho Lee ),이종천 ( Jong Chun Lee ),이상희 ( Sang Hee Lee ),김명진 ( Myung Jin Kim ),이유진 ( Eugene Lee ),한아름 ( A Reum Han ),심규영 ( Kyu Young Shim ) 한국환경영향평가학회 2014 환경영향평가 Vol.23 No.6

Feral pigeon (Columba livia) has been known as a good indicator for accumulations of chemical pollutants in urban areas. However, it is against the animal rights to kill the indicator species in order to monitor pollutants accumulations in wild birds. Eggs and feathers of birds, therefore, have been used as non-invasive monitoring materials. Even though eggs are a good indicator for accumulations of lipophilic pollutants, but unsuitable for some heavy metals such as lead and cadmium because bird’s ovary builds a sort of barrier to inhibit higher accumulations of some heavy metals in the eggs. Therefore, feathers instead of eggs have been used as a non-invasive indicator for accumulations of heavy metals. However, there are few studies of heavy metal accumulations of feral pigeon in Korea. In this study, we characterized the characteristics of heavy metal accumulations of feathers in relation to internal organs (bloods, viscera and bones) in feral pigeons between two sites (Hangang Park representing urban area and Hampyeong Park for rural area). The samples from the Hangang Park showed significantly higher lead (Pb) concentrations in the blood, liver and bone than those from Hampyeong Park. The Pb concentration in the feathers was also significantly higher at Hangang Park than at Hampyeong Park. The analytical result for the breast, wing and tail feathers, and the internal organs (blood, lung, liver, kidney and bone) indicated that the Pb concentrations in the feathers were significantly positively correlated with the levels in the kidney and bone. Overall, feathers of feral pigeon may be candidate for bioindicator to monitor for Pb accumulations in urban areas.

연구논문 : 국가환경시료은행 시료 채취, 분쇄, 저장과 개선방안 고찰

이장호 ( Jang Ho Lee ),이종천 ( Jong Chun Lee ),김명진 ( Myung Jin Kim ),한아름 ( A Reum Han ),이유진 ( Eu Gene Lee ),바데라빈드라 ( Rabindra Bade ),김민성 ( Min Sung Kim ) 한국환경영향평가학회 2012 환경영향평가 Vol.21 No.6

Environmental Specimen Banks (ESBs) are playing pivotal role in monitoring the effect of environmental pollution on the ecosystem based on the retrospective analysis of the representative samples collected regularly and stored in cryogenic condition. In Korea, National Environmental Specimen Bank (NESB) was established in 2009 and the standard operating procedures (SOPs) for sampling, and cryogenic milling and storage had been prepared during 2007-2010. Since then, the tentative SOPs for the seven kinds of specimens (shoots of Red Pine (Pinus densiflora) and Korean Pine (Pinus koraiensis), leaves of Mongolian Oak (Quercus mongolica) and Zelkova Tree (Zelkova serrata), eggs of Feral Pigeon (Columba livia var. domestica), muscles and organs of Common Carp (Cyprinus carpio), and Freshwater Bivalve (Unio (Nodularia) douglasiae)) have been put to test in the field and laboratory as well against the practicality and feasibility. The SOPs were improved by reflecting the findings from the research and the following discussion regarding the selection of specimen (Feral Pigeon suffering from a control management), sample size (a problem of decreasing number of sampling trees related to increasing sampling time) and period (a problem related to a bud growth), and sampling methods etc.. In addition, barcoding system for the management of the specimen information, and monitoring system of the cryogenic storage to regulate the optimum temperature and the liquid nitrogen level were also developed for the efficient and effective control of the samples. Lastly, the safety guide and emergency protocol were augmented to guarantee a safe work environment with the cryogenic facility. These improvements of the SOPs are expected to contribute to more stable operation of the NESB.

절연구간에서 열차 통과속도의 기준정립 연구

유향복(Hyang-Bok Ryoo),김도원(Do-Weon Kim),정상국(Sang-Gug Jeong),최종길(Jong-Gil Choi),나현(Hyun Na),이종아(Jong-A Lee) 한국철도학회 2013 한국철도학회 학술발표대회논문집 Vol.2013 No.5

기존선의 경우 수송능력 향상과 친환경 녹색철도 구현을 위해 점차적으로 고속화를 추진하고 있으며, 이에 따른 속도향상과 유지보수 편리성 등을 고려하여 이중에어섹션을 설치하는 추세이다. 그러나 전차선분야와 신호분야가 개별 설계를 하면서 절연구간내의 표지와 신호기간 이격거리를 적정하게 설계하지 못하여 현장에서 시공중에 변경하는 사례가 발생하고 있다. 또한 역행지점의 통과속도에 대한 기준이 없어 설계자나 검토자의 성향에 따라 임의적으로 적용되고 있는 실정으로 이러한 문제를 해소하고 설계기준을 마련할 필요성이 있다. 본 연구에서는 절연구간의 시설기준 및 현장사례조사, 선로조건과 차량별 특성을 분석하여 절연구간에서의 열차 타행가능거리와 속도를 산정하여 설계기준을 제안하였다. It is expected that conventional lines are reconstructed gradationally to speed up for increasing transport capability and eco-friendly railway. Based on this trend, double air section as a insulation system is usually installed in the middle of line due to a positive reason in terms of speed and convenience in maintenance. However designs of signs and distance between signals are not studied properly both in catenary and signal field causing changing contract during the construction. The results are always different depending on values or reference designer apply because there is not proper reference of speed at power-running area near by neutral-section. So design reference should be required for getting rid of those errors. An existing installation reference of sectioning area, case happened on sites, line conditions and various train characters are studied and we finally suggested design reference based on the calculation of available running distance in coasting-running mode and speed going trrough neutral-section.

중학교 교사들의 ‘학생 참여형 수업’에 대한 이해

이종아(Lee, Jong-A),소경희(So, Kyunghee) 이화여자대학교 교육과학연구소 2017 교육과학연구 Vol.48 No.2

For the most part, Korean education has not been concerned with what students actually learn and experience in class. Consequently, students have largely been alienated from their educational experiences. To solve this problem, the “student-participatory class” became a slogan of the Free-semester Program and the 2015 Revised National Curriculum. However, current political understanding of the “student-participatory class” is more or less limited to drawing students" participation, especially engagement. Therefore, the purpose of this study was to explore middle school teachers" understanding of the “student-participatory class” and gain a more extensive understanding of it. For this purpose, qualitative research was carried out with five middle school teachers. According to the results, the teachers conceptualized the “student-participatory class” in two aspects: type of learning activity and students" learning experience. And, teachers made efforts to realize the “student-participatory class” in three ways: lesson planning, classroom management, and external work. Also, teachers understood the “student-participatory class” to be 1) the pursuit of meaningful learning through students" substantive engagement, 2) efforts to foster good relationships to get students to participate in class, 3) guaranteeing rights of all students in the class, and 4) the need to change fundamental perspectives on the class beyond improving teaching methods. Based on the results and discussions, this study presents implications for both policy and practice.

도뇨관 관리를 위해 가정간호에 의뢰된 환자의 요로감염실태

박민아,이종은,조영이,장정숙,최지연,Park, Min-A,Lee, Jong-Eun,Cho, Young Yi,Jang, Jung Sook,Choi, Ji Yeon 한국가정간호학회 2021 가정간호학회지 Vol.28 No.2

Purpose: In this study, we aimed to explore the risk factors for catheter-associated urinary tract infections (CAUTI) in patients receiving home care nursing. Methods: A total of 117 participants registered for home care nursing provided by the University of C hospital in Seoul were included in the study. Data were based on a survey and urine examination results from June to July 2018. Results: Asymptomatic bacteriuria was identified in 96 (82%) patients. Age, sex, activity, diabetes mellitus, mental status, presence of other diseases, catheter material type, catheter size and fixation, hand washing (care giver), gloving (care giver), perineal care, and bladder irrigation were not recognized as risk factors for CAUTI. Age and catheterization duration were associated with CAUTI. Conclusions: Old age was found to be a risk factor for CAUTI (p=0.048). CAUTI incidence decreased as catheter use exceeded 70 months (p=0.028).

수유부의 식품 및 영양소 섭취와 유즙 생성량 및 조성

이정아(Lee Jong A),허영란(Huh Young Rahn),이종임(Lee Jong Im),임현숙(Lim Hyeon Sook) 韓國營養學會 1994 Journal of Nutrition and Health Vol.27 No.8

임신초기 모체의 엽산영양상태와 동 영향인자

이정아(Jeong-A Lee),이종임(Jong-Im Lee),임현숙(Hyeon-Sook Lim) 한국식품영양과학회 2004 한국식품영양과학회지 Vol.33 No.2

임신초기 모체의 엽산영양은 태아의 신경관 손상을 예방하는 측면에서는 물론이고 엽산 필요량이 증가하는 임신후기를 대비한다는 점에서도 중요하다. 그러므로 본 연구에서는 임신초기에 있는 151명의 임신부들을 대상으로, 이들이 식사를 통해 얼마의 엽산을 섭취하는지를 조사하고, 혈청과 적혈구의 엽산 농도와 혈장 호모시스테인 농도를 분석하여 엽산영양상태를 평가하고, 이들의 엽산영양상태에 영향을 미치는 인자들이 무엇인지 분석하고자 하였다. 본 연구대상자의 조사당시 임신기간은 9.1±2.3주이었으며, 초산부가 46%이었고 나머지는 경산부이었다. 에너지 및 엽산 섭취량은 각각 1559±589 kcal/day 및 230.8±145.2 ㎍/day로 각 권장량의 72.5% 및 46.2%로 낮았다. 혈청과 적혈구의 엽산 농도는 각각 5.5±1.9 ng/mL 및 266.6±75.0 ng/mL으로, 연구대상자의 7.8%가 혈청 엽산 수준이 3 ng/mL미만인 결핍상태에 해당하였고 60.3%는 경계역(3~5.9 ng/mL)에 속하였으며, 적혈구 엽산 농도가 157 ng/mL미만인 결핍상태에는 4.3%가 해당하였다. 그러나 혈청 호모시스테인 농도는 정상범위이었다. 따라서 본 연구대상자의 엽산영양상태는 비교적 양호하다고 판정되었다. 혈청 엽산 농도에 영향을 끼칠수 있는 유의한 인자는 건강상태점수(+), 혈장 호모시스테인 농도(-), 연령(-), 임신기간(-) 및 엽산 섭취량(+) 순으로 그 영향력이 높았고, 적혈구 엽산 농도의 영향인자는 교육수준(-), 혈장 호모시스테인 농도(-), 지난번 출산 영아의 출생시신장(+), 연령(-) 및 에너지 섭취량(+)이었고, 혈장 호모시스테인 농도의 영향인자는 지난번 출산 영아의 출생시 신장(-), 경제수준(+), 혈청 엽산 농도(-)와 임신전 체중(+)이었다. 이러한 결과는, 혈장이나 적혈구의 엽산 농도나 혈장 호모시스테인 농도를 분석하지 않고도, 임신초기에 있는 모체의 엽산영양상태를 개략적으로 판정하는데 있어 주관적으로 평가한 불량한 건강상태, 높은 교육수준 또는 경제수준, 지난번 출산에서 작은 체위의 영아를 출산한 경력, 고연령 또는 엽산이나 에너지 섭취량 부족을 위험인자로 활용할 수 있음을 시사한다. 아울러 임신기간이 진행되었을수록 엽산영양상태가 저하되었을 가능성이 있음도 나타내준다. 앞으로 임신초기 임신부의 엽산영양상태를 어떤 위험인자를 몇 가지나 가졌느냐에 따라 평가하는 연구결과가 나와야 이들 위험인자의 실용성을 확인할 수 있을 것이다. 그러나 우선 이들 위험인자를 많이 지닌 임신부라면 임신초기부터 엽산 섭취량을 늘리거나 엽산보충제 섭취를 일찍 시작하는 등의 방법으로 엽산 영양상태를 양호하게 유지하도록 하는 것이 바람직할 것이다. Folate nutrition in early pregnancy is crucial in order to prevent neural tube defects (NTDs) in the fetus and maternal folate deficiency in late pregnancy. If the influencing factors on maternal folate status are identified we may be able to detect the women at most risk of folate deficiency. This study intends to determine folate intakes, assess the levels of serum folate, erythrocyte folate, and plasma homocysteine, and reveal the influencing factors on maternal folate status in early pregnancy. A total of 151 healthy women in their first trimester volunteered for this study. The average length of gestation period was 9.1±2.3 weeks and seventy subjects were primipara. They consumed 1599±589 kcal/day of energy and 230.8±145.2 ㎍/day of folate. This represented 72.5% and 46.2% of the Korean RDA respectively for pregnant women in the first half of pregnancy. Results show that they consume less folate and energy due to morning sickness. Morning sickness correlated negatively with the intakes of energy, folate, and Kimchi also. Their levels of serum folate, erythrocyte folate, and plasma homocysteine were 5.5±1.9 ng/mL, 266.6±75.0 ng/mL, and 7.0±1.8 μ㏖/L, respectively. Results indicate that 7.8% were deficient and 60.3% were borderline deficient in serum folate, 4.3% were deficient in erythrocyte folate, however, all had normal levels of plasma homocysteine. Results indicate that the folate status was not poor. Contributing factors influencing serum folate concentrations (R² = 0.724, p = 0.0001) were self-reported health status (+), folate intake (+), age (-), length of gestation (-), and homocysteine levels (-). Factors influencing erythrocyte folate concentrations (R2 = 0.570, p = 0.0029) were the infant birth height of the last pregnancy (+), energy intake (+), age (-), plasma homocysteine concentration (-), and education level(-). Factors influencing plasma homocysteine concentrations (R² = 0.450, p = 0.0051) were income level (+), prepregnancy weight (+), serum folate concentration (-), and the infant birth weight of the last pregnancy (-). These results indicate that pregnant women are likely to have a folate deficiency if they are in poor health status, having a history of delivering small infant and low energy and/or folate intake, and/or are older. And folate status is likely to decline as pregnancy progresses.

굴에 대한 소비자의 태도 및 구매 행동 분석

이민아 ( Min A Lee ),이종경 ( Jong Kyoung Lee ),차성미 ( Sung Mi Cha ) 한국식품조리과학회(구.한국조리과학회) 2008 한국식품조리과학회지 Vol.24 No.6

This study was conducted to survey the attitudes of oyster consumers and to analyze their purchase behaviors based on demographic variables. To accomplish this, a questionnaire that was developed based on content analysis and panel discussion was distributed to 467 general consumers. The majority of the respondents ate oysters (90.6%), although the proportion of oyster consumers increased with age. The primary reasons for not-eating oysters were odor (33.3%), flavor (16.7%) and concern for safety (11.9%). Most respondents consumed raw oysters (96.1%) during winter (70.0%) at discount stores (51.3%). Fishery wholesale markets were the most common places to purchase oysters for respondents in their 60 s, while the other groups reported that discount stores were the most common place to purchase oysters. Most respondents ate oysters the day of purchased (53.2%). Furthermore, most respondents (39.2%) reported that they consumed the oysters only after evaluating the appearance and odor and that they avoided oysters during summer for safety. Women were more likely to check the expiration date than men, while housewives were the most likely to check the expiration and usually kept the oysters at refrigerator. Overall, the results of this study suggest that the various types of oyster products must be targeted toward different demographic markets. Moreover, this study will be useful for promoting the safer and more effective consumption of oysters.

우리나라 노인장기요양 방문간호 현황분석: 2020년 방문간호 근로실태 조사를 기반으로

김인아,노준희,박미현,유경순,이종은,임지영,전은영,Kim, In A,Noh, Jun Hee,Park, Mihyun,Yu, Kung Sun,Lee, Jong-Eun,Lim, Ji Young,Jun, Eun-Young 한국가정간호학회 2021 가정간호학회지 Vol.28 No.1

Purpose: This study was conducted to understand the operation status of visiting nursing centers nationwide and the working conditions of visiting nurses. Methods: This is a secondary data analysis study to understand the working conditions of visiting nurses working at the center. The primary study was the 'Long-Term Care Visiting Nursing Work Survey for the Elderly', jointly investigated by the Korean Home Health Care Nurses Association and the KVN Korean Visiting Nursing Association. in September 2020. Results: 74.5% of visiting nursing centers operated home-vising care, home-visting bathing, day and day and night care at the same time. On average, 4 people were working at the visiting nursing center, and 39.1% of them were regular workers. Visiting nurse safety accidents were in the order of traffic accidents, needle cuts, falls, and infections. The most frequent diseases of visiting nursing were musculoskeletal diseases, and there were various diseases. The most frequent service provision time was more than 30 minutes and less than 60 minutes. There were significant differences in the application of nursing courses according to the size of the city where visiting nurses work. Conclusion: The state should come up with various support measures for the successful transition of home-visit nursing to integrated in-home services. Academics and organizations should operate a business know-how education program that can provide competency-based job training and integrated home service for the specialization of home-visit nursing. Home-visit nursing long-term care institutions should make efforts to improve the working environment of visiting nurses and to efficiently operate the business.