패밀리레스토랑 서비스 품질관리를 위한 접점별 허용구간 및 기대-성과지각에 관한 연구

이흥연(Lee, Heung-Youn) 한국관광레저학회 2017 관광레저연구 Vol.29 No.10

공연서비스 품질이 관람 후 행동의도에 미치는 영향에 관한 연구

이흥연(Lee, Heung Youn),안정석(Ahn, Jung Suk),안성식(Ahn, Sung Sik) 청운대학교 방송예술연구소 2015 미디어와 공연예술연구 Vol.10 No.2

본 연구는 합창공연 서비스 품질을 다차원으로 구분하여 각 품질차원이 관람 후 행동의도에 어떻게 영향을 미치는지 알아보고 또한 각 품질차원의 상대적 영향력을 알아보고자 하였다. 합창공연 서비스 품질이 관람 후 행동의도에 미치는 영향관계를 살펴본 결과, 결과 품질, 물리적 환경 품질은 관람 후 행동의도에 긍정적(+)인 영향을 미치는 것으로 나타났지만 상호작용 품질의 경우에는 영향을 미치지 않았다. 또한, 결과 품질의 경우 물리적 환경 품질 보다 관람 후 행동의도에 더 큰 영향을 미치는 것으로 나타났다. 물리적 환경 품질의 경우 세부품질인 공연장 중앙무대의 매력성, 공연장 안내표지 시설 용이성, 공연장 관람좌석 편안함, 공연장 실내온도 및 습도 적당함의 순서로 관람 후 행동의도에 긍정적(+)인 영향을 미치는 것으로 나타났다. 상호작용 품질의 경우 세부품질인 공연장 직원의 정중함, 공연장 직원의 친절함, 공연장 직원의 약속처리, 공연장 직원의 완벽한 업무처리 순으로 관람 후 행동의도에 긍정적(+)인 영향을 미치는 것으로 나타났다. 결과 품질의 경우 세부품질이 행동의도에 미치는 영향관계를 살펴본 결과 합창공연의 흥미성, 합창공연 지휘자의 인기, 합창공연의 쉬운 이해, 합창단 예술적 수준의 순으로 관람 후 행동의도에 긍정적(+)인 영향을 미치는 것으로 나타났다. 따라서 합창공연을 준비하는 조직과 합창단은 관객의 관람 후 긍정적인 행동의도 및 행동을 위해 무엇보다도 합창자체에 대한 관객의 재미와 흥미를 유발할 수 있는 요소가 가미될 수 있도록 노력하고 합창공연 지휘자가 관객의 인기를 얻을 수 있도록 합창공연을 구성할 필요가 있다. This study has been intended to check how quality dimension influenced the behavior intention after watching the performance and the relative influence of each quality dimension, classifying the service quality of choral performance with multiple detailed dimensions. Upon looking into how the service quality of choral performance will influence the behavior intention after watching, the result quality and physical environment quality influenced the positive(+) impact on the behavior intention after watching, but interaction quality didn’t impact much on it. And it turned out that the result quality influenced the behavior intention after watching more than the physical environment quality. It appeared that attractiveness of central stage in the performance hall, ease of facility of directional sign in the performance hall, comfortableness of auditorium chairs of performance hall, indoor temperature and humidity in the performance hall as detailed qualities of the physical environment quality made positive influences in descending order on the behavior intention after watching. It also appeared that politeness of performance hall staffs, kindness of per formance hall staffs, handling promise of performance hall staffs, perfect business processing of performance hall staffs as detailed qualities of the interaction quality made positive influences in descending order on the behavior intention after watching. Upon examining how the detailed qualities of result quality influence the behavior intention, interest level of choral performance, the conductor’s popularity of choral performance, easy understanding of choral performance, artistic level of choir made positive influences in descending order on the behavior intention after watching.

연구논문 : 레스토랑 서비스의 다차원 품질과 다차원 고객가치 관계 연구 -패밀리레스토랑과 패스트푸드점의 비교 연구-

이흥연 ( Heung Youn Lee ),문재영 ( Jae Young Moon ),최승윤 ( Seung Youn Choi ) 대한관광경영학회 2012 觀光硏究 Vol.27 No.3

레스토랑 서비스의 품질을 상호작용 품질, 물리적 환경 품질, 결과 품질(음식 품질)로 구성하였고 고객가치는 기능적 가치, 감정적 가치, 사회적 가치로 구성하여 각 요소들 간의 영향관계를 파악하였다. 또한 레스토랑을 패밀리레스토랑과 패스트푸드점으로 구분하여 영향관계의 차이를 확인하였다. 그 결과 패밀리레스토랑의 경우는 상호작용 품질이 감정적 가치에만 유의한 영향을 미치고 기능적 가치와 사회적 가치에는 유의한 영향을 미치지 않는 것으로 나타났고, 물리적 환경 품질은 감정적 가치에만 유의한 영향을 미치고 기능적 가치와 사회적 가치에는 유의한 영향을 미치지 않는 것으로 나타났으며, 음식 품질은 기능적·사회적·감정적 가치 모두에 유의한 영향을 미치는 것으로 나타났다. 패스트푸드점의 경우는 상호작용 품질이 기능적 가치, 사회적 가치에는 유의한 영향을 미치고 감정적 가치에는 유의한 영향을 미치지 않는 것으로 나타났고, 물리적 환경 품질은 감정적 가치에만 유의한 영향을 미치고 기능적 가치와 사회적 가치에는 유의한 영향을 미치지 않는 것으로 나타났으며, 음식 품질은 기능적·사회적·감정적 가치 모두에 유의한 영향을 미치는 것으로 나타났다. 또한 고객가치가 행동의도에 미치는 영향에 있어서 패밀리레스토랑의 경우는 각 고객가치 모두가 행동의도에 유의한 영향을 미치는 것으로 나타났으나, 패스트푸드점의 경우는 사회적 가치가 행동의도에 유의한 영향을 미치지 못하고 기능적 가치와 감정적 가치는 행동의도에 유의한 영향을 미치는 것으로 나타났다. As a result, in case of family restaurant, interaction quality had a significant effect on just emotional value, with no significant effect on functional and social values. Physical environment quality had a significant effect on just emotional value, but did not on functional and social values. Food quality appeared to have a significant effect on functional, social, and emotional values altogether. In case of fast-food restaurant, interaction quality had a significant effect on functional and social value, with no significant effect on emotional value, physical environment quality had a significant effect on just emotional value, but did not on functional and social values, and food quality appeared to have a significant effect on functional, social, and emotional values altogether. Particularly, in both family restaurant and fast-food restaurant, food quality had more significant effect on customer value than interaction quality and physical environment quality did. Also, regarding the effect of customer value on behavioral intentions, in case of family restaurant each customer value showed a significant effect on behavioral intentions, while in case of fast-food restaurant social value did not have a significant effect on behavioral intentions but functional value and emotional value appeared to have a significant effect on behavioral intentions.

슈퍼바이 저의 직무소진과 이직의도에 영향을 미치는 요인에 관한 연구 :역할갈등과 조직/직무 몰입 수준을 중심으로

이흥연 ( Heung Youn Lee ),장재남 ( Jae Nam Jang ),신건철 ( Geon Cheol Shin ) 한국고객만족경영학회 2014 고객만족경영연구 Vol.16 No.2

본 연구는 프랜차이즈산업 슈퍼바이저들의 직무소진과 이직의도에 영향을 미치는 요인의 영향력을 검증하고, 또한 조직/직무의 몰입 수준에 따른 직무소진과 이직의도는 어떤 차이가 있는지 살펴보고, 프랜차이즈 본사가 슈퍼바이저를 체계적으로 관리.운영할 수 있도록 시사점을 제공하고자 하였다. 연구결과의 요약은 다음과 같다. 첫째, 슈퍼바이저의 역할갈등인 개인-본부 역할갈등, 본사-가맹점 역할갈등은 직무소진에 유의한 영향을 미치나, 개인-가맹점 역할갈등은 직무소진에 유의한 영향을 미치지 못하는 것으로 파악되었다. 또한 역할갈등 중 가맹점-본부 역할갈등이 직무소진에 가장 영향을 많이 미치는 것으로 파악되었다. 둘째, 직무소진은 기존의 많은 연구와 동일하게 이직의도에 정(+)의 영향을 미치는 것으로 파악되었다. 셋째, 슈퍼바이저의 조직/직무의 몰입수준에 따라 직무소진은 유의한 차이가 있는 것으로 나타났다. 조직과 직무의 몰입수준이 높은 경우는 직무소진이 낮은 것으로 나타났고 그에 비해 조직과 직무의 몰입수준이 낮은 경우는 직무소진이 상대적으로 높게 나타났다. 하지만 이러한 경우보다 조직몰입은 높으나 직무몰입은 낮은 경우가 직무소진이 높은 것으로 나타났다. 또한 직무소진이 가장 높은 경우는 직무몰입은 높지만 조직몰입이 낮은 경우로 나타났다. 넷째, 슈퍼바이저의 조직/직무의 몰입수준에 따라 이직의도는 유의한 차이가 있는 것으로 나타났다. 조직과 직무의 몰입수준이 높은 경우는 이직의도가 낮은 것으로 나타났고 그에 비해 조직과 직무의 몰입수준이 낮은 경우는 이직의도가 상대적으로 높게 나타났다. 또한 조직과 직무의 몰입수준이 낮은 경우의 이직의도 수준과 비슷하게 직무몰입이 높고 조직몰입이 낮은 경우도 이직의도가 높게 나타났다. This study verifies the affect that the supervisor`s role conflict and job burnouts of franchise industry have on turnover intentions, and after examining what kind of difference there is between job burnouts and turnover intentions according to the level of organizational/job commitment, planned for the franchise headquarters to present its intentions of how to systematically manage and operate its supervisors. The results of this study are as follows. First, although personal-headquarter and head office-affiliated store role conflicts have a significant effect on job burnouts, it has been understood that personal-affiliated store role conflicts do not have a significant effect on job burnouts. Also, affiliated store-head office role conflicts have been found to have the most effect on job burnouts. Second, it has been found that a supervisor`s job burnout has a positive significant effect on turnover intentions just as the hypothesis test results have shown. Third, it has been shown that there is a significant difference in job burnouts according to the level of the supervisor`s organizational/job commitment. Job burnouts have been shown to be low if the level of organizational and job commitment is high, whereas job burnouts have been shown to be high if the level of organizational and job commitment is low. Also, the cases where job burnouts are the highest turned out to be when job commitment is high but the organizational commitment is low. Fourth, it has been shown that a significant difference exists in turnover intentions according to the level of the supervisor`s organizational/job commitment. If the level of organizational and job commitment is high, turnover intentions are low, whereas if the level of organizational and job commitment is low, turnover intentions are relatively high. Also, if job commitment is high and organizational commitment low, turnover intentions have been shown to be high, similar to the level of turnover intentions in cases where organizational and job commitment is low.

간호학과 진로체험활동이 진로정체감과 간호사 이미지에 미치는 효과분석 -일반고등학교 학생을 중심으로

이흥연 ( Lee Heung-youn ),박인숙 ( Park In-sook ) 경희대학교 경영연구원 2020 의료경영학연구 Vol.14 No.4

This study was conducted in order to examine the correlation between the career identity and image of nurse among high school students participating in a vocational experience program of a nursing department, to find influential factors, and ultimately, to improve the image of nurse and promote the establishment of career identity for the development of nursing career and to obtain strategic information for developing nursing departments’ vocational experience programs. Data for this study were collected using a structured self-report questionnaire from 105 high school students participating in a vocational experience program executed at the Nursing Department in K-DO Province during the period from August 1 to 30 in 2019. According to the results of data analyses, factors influencing the nurse's image were career identity(β=0.411, p=0.001) and satisfaction with the experience activities(β=0.148, p=0.040) in order of significance(F=10.03, p<0.001), and factors influencing career identity were the nurse's image (β=0.272, p=0.010), satisfaction with the experience activities(β=0.312, p=0.001), and gender(β=0.229, p=0.013) in order of significance(F=11.85, p<0.001). It is necessary that when high school students to have proper images of nurses through nurse science department career experience programs so that they can choose major and career path properly. These results suggest activities is more effective in improving the nurse's image and promoting the establishment of career.

대학생의 여가활동 관여 및 여가태도가 향후 여가참여에 미치는 영향연구

이흥연(Lee, Heung-Youn),박용희(Park, Yong-Hee),최성환(Choi, Sung-Hwan) 한국관광레저학회 2012 관광레저연구 Vol.24 No.4

병원정보시스템이 병원의 전략, 업무프로세스, 인적관리에 미치는 영향에 관한 연구

이흥연 ( Heung Youn Lee ),최승윤 ( Seung Youn Choi ),문재영 ( Jae Young Moon ) 경희대학교 경영연구원 2011 의료경영학연구 Vol.5 No.2

The objective of this paper is to find out how Hospital Information System influence on, Strategy, Work Process, and Human Resource Management based on Malcolm Baldrige National Quality Award Model. An empirical study is to analyze the causal relationships among Hospital Information System, Strategy, Work Process, and Human Resource Management. Data were collected from the six Korean hospitals. the results of this study indicate that Hospital Information System positive effects other factors This study show that Hospital Information System has became one of the most important factor in hospitals. However, RMR value and AGFI value are not statistically significant thus we changed research model to use MI(Modification Index).

의료서비스 품질관리를 위한 프로세스 접점별 허용구간 및 기대-성과지각에 대한 연구

이흥연 ( Heung Youn Lee ),안성식 ( Sung Sik Ahn ) 한국고객만족경영학회 2013 고객만족경영연구 Vol.15 No.4

의료서비스의 접점별 기대수준 파악결과 종합병원은 전반적 만족도에 영향을 많이 미치는 의사 진료 접점, 치료 및 처방 접점, 의료비 납부 시 접점의 기대수준이 높게 형성되고 있어 의료서비스의 성과가 최저서비스 아래서 지각될 가능성을 높이고 있는 것으로 파악되었다. 이를 반영하듯 의사 진료 시와 의료비 납부 시의 접점에서 최저서비스와 지각된 성과가 비슷하게 나타나고 있어 이들 접점에서 의료서비스의 불만족이 발생할 가능성이 높아짐에 따라 관리의 중요성이 부각되고 있다. 또한 종합병원의 의료서비스 프로세스 접점 중 유일하게 진료를 위한 대기 접점이 고객기대의 최저서비스 수준 아래서 성과가 지각되고 있어 불만족하는 접점으로 파악되었다. 진료를 위한 대기 접점의 품질 지각은 다음 접점인 의사 진료 접점에 영향을 미치므로 진료를 위한 대기 접점의 고객만족은 의사진료 접점의 품질관리와 연동되어 의사 진료 접점의 최저서비스 수준을 아래로 내려 의사 진료 접점의 서비스품질을 긍정적으로 지각할 가능성을 높이게 되는 것이다. 결론적으로 의사 진료 접점의 허용구간은 높게 형성되어 있고 고객의 성과지각이 최저서비스 수준과 비슷해 만족과 불만족의 상황이 발생될 수 있는 상황에서 의사 진료 접점의 만족을 위해서는 의사 진료의 품질을 높일 수 도 있고, 의사의 진료 품질을 더 이상 높일 수 없는 상황이라면 진료를 위한 대기 접점의 만족도를 높이고 의사 진료 접점의 최저서비스 수준을 아래로 내려 의사진료 접점의 고객만족도를 향상시킬 수 있을 것으로 판단된다. 따라서 병원의 의료서비스 프로세스 접점 중 전반적 만족도에 많은 영향을 미쳐, 기대수준이 높은 의사 진료 접점의 고객만족도 향상을 위해 진료를 위한 대기 접점의 만족도를 높이는것이 의료서비스의 전반적 만족도를 향상시킬 수 있는 하나의 방법으로 판단된다. As a result of identifying the expectation standard of healthcare service by contact point, it was judged that the expectation standard of doctor treatment MOT, prescription MOT, and MOT at paying medical expenses of general hospitals, which affect a lot the overall satisfaction, was formed high, so that the performance of healthcare service was more possibly perceived under adequate service. As if reflecting this, adequate service and perceived performance appear similar at doctor treatment MOT and MOT at paying medical expenses, so the importance of control is highlighted as the possibility of dissatisfaction in healthcare service is rising at these contact points. Also, only the waiting MOT for treatment among the process MOTs of healthcare service in general hospitals is perceived good performance under the adequate service standard of customer expectation, which was identified unsatisfactory. As the quality perception of the waiting MOT for treatment has an effect on the next MOT, doctor treatment, the customer satisfaction of the waiting MOT for treatment is connected with the quality control of doctor treatment to lower the standard of adequate service, coincidentally increasing the possibility of positive perception of the service quality at doctor treatment MOT. In conclusion, it is judged that in a situation where customers feel both satisfactory and unsatisfactory because the zone of tolerance at doctor treatment MOT is formed high and their performance perception is similar to the standard of adequate service, the quality of doctor treatment will possibly be raised to satisfy the doctor treatment MOT, and simultaneously customer satisfaction of doctor treatment MOT will be enhanced by increasing the satisfaction of waiting MOT for treatment and lowering the standard of adequate service of doctor treatment MOT when the quality of doctor treatment cannot be raised any more. Therefore, in order to increase doctor treatment MOT which expectation standard is high because it has great effect on overall satisfaction among healthcare service process MOTs in hospitals. it is thought a good method to enhance overall customer satisfaction of healthcare service by raising satisfaction of waiting contact point for treatment.

IPA를 활용한 의료기관 선택속성의 만족도 차이에 관한 연구

이흥연 ( Heung Youn Lee ),박인숙 ( In Sook Park ) 경희대학교 경영연구원 2014 의료경영학연구 Vol.8 No.4

Differently from the past, the current environment of medical world is being changed from the hospital-oriented to the patient-oriented, from the medical care providers`` authoritarianism to the kind service, and from the inefficient management to the rational management. Also, it is being changed toward that the patient``s rights are being expanded gradually rather than leaving everything to the doctors. As such, as the medical market is being changed and the interests are concentrated on the consumers, the patients, the importance by what factor the patients select the hospital and what part the patients satisfy in the process of selections is being increased. Understanding the attribute that the patient selects the medical institution is the information to be identified basically for the development of medical policy or at the level of hospital management to evaluate the relevancy of the patient``s medical institution selection according to the characteristics of the disease and to prepare the required medical policy. The size and type of medical institution, the relation between the location of the medical institution and the residence of the patient, etc. are major variables to determine if the medical resources are used properly. It is important to increase the satisfaction on the medical service as well as the excellence of the medical technology. As mentioned above, to survive in the rapidly changing medical environment, the hospital needs to find out the importance of the attribute that the patient select the hospital and of the patient satisfaction by identifying what is the attribute to select the hospital and by reflecting the expectation and demands of medical consumers in the medical institution management. Therefore, in this study, the characteristics of the customers who select the medical institution is examined to find out what factor has influences on them to select the medical institution by analyzing empirically through the questionnaire survey. The purpose of this study is to provide help for the medical institution to make the management efficient, and to provide the basic information required for the system and management to provide the good quality of medical service.

의료서비스 품질관리를 위한 프로세스 접점별 허용구간 개발에 관한 연구: 중소병원을 중심으로

이흥연 ( Heung Youn Lee ),서상윤 ( Sang Yun Seo ),이지훈 ( Jee Hoon Lee ) 경희대학교 경영연구원 2012 의료경영학연구 Vol.6 No.4

This study examined the expectation levels of customers of small and medium hospitals on adequate services for each medical service process encounter to identify the zone of tolerance and identified the service quality perceived at each service encounter. Also, it compared and assessed the zone of tolerance for each encounter`s service quality and perceived level of quality to find out the encounter where the customers of small and medium hospitals are fairly satisfied or dissatisfied with the services. Moreover, it explored the importance of influence of small and medium hospitals on medical service satisfaction level and customer satisfaction level. The study results are as follows: Firstly, the customers` lowest expectation levels of adequate service by encounter before they visit small and medium hospitals showed that their expectation level on ``entry service encounter`` was the lowest and that on ``exit service encounter`` was the second lowest. Secondly, the customers` desired level of service by encounter before visiting small and medium hospitals showed that their expectation level on ``medical consultation service encounter`` was the highest and that on ``treatment and prescription service encounter`` was the second highest. Thirdly, as a result of comparison and assessment of the zone of tolerance and perceived service quality level by encounter, it was found that service quality perceived at ``waiting service encounter,`` ``medical consultation service encounter,`` and ``medical bill payment service encounter`` were lower than the level of adequate services. In other words, their perceived service levels were outside the zone of tolerance, and, as a result, the customers were unsatisfied with the services the hospitals provided. Also, the service quality level at ‘reception service encounter`` and ``exit service encounter`` were within the zone of tolerance or relatively high, meaning that the customers were generally satisfied with the services provided. And lastly, it was identified that ``medical consultation service encounter,`` ``medical bill payment service encounter,`` ``reception service encounter`` were encounters that have a significant positive influence on the general satisfaction of the medical service provided by small and medium hospitals and, among them, the service quality at ``medical consultation service encounter`` has the greatest influence on the overall satisfaction of medical services followed by ``medical bill payment service encounter`` and ``reception service encounter``.