CIT를 이용한 소비자의 외식 정보 이용 경험에 관한 연구 -매체별 비교를 중심으로-

차성미,이혜원 한국관광학회 2014 관광학연구 Vol.38 No.8

This study shows that consumers' positive and negative experiences in eating-out information from media sources using the Critical Incident Technique(CIT). In order to assess the consumer experience toward three different media(broadcasting, web and printed media), face-to-face interview was conducted. The samples were consisted of 100 respondents, and the contents of interview scripts were categorized as positive and negative critical incidents. In positive critical incidents, we collected the five major factors in the broadcast media, five major factors in the web media, and three major factors in the printed media. In negative critical incidents, we collected the five major factors in the broadcast media, four major factors in the web media, and four major factors in the printed media. Findings indicated that media should provide eating-out information using different communication strategy according to media types. 본 연구는 정성적(Qualitative) 분석방법 중 하나인 중요사건기법(Critical incident technique: CIT)을 활용하여 레스토랑 방문 후의 소비자의 긍정적·부정적 경험에 관해 분석하였다. 일대일 면접 조사(face-to-face interview) 방식에 따라, 각기 다른 세 개의 매체{방송(텔레비전), 웹매체(인터넷 등), 인쇄매체(뉴스와 잡지)}에 대한 소비자의 경험을 알아보고자 하였다. 본 연구를 위해 최근 6개월 이내에 방송매체, 웹 매체, 인쇄매체 등으로부터 외식 정보를 접했던 총 100명을 대상으로 일대일 면접 조사(face-to-face interview)를 실시하였고 총 100개의 응답을 모두 분석에 사용하였다. 방송매체, 웹매체, 인쇄매체 총 3개의 매체에 대한 경험을 긍정적이거나 부정적인 사건을 추출하였으며, Radford의 분류 체계를 참고하여 수집된 사건이 매체가 제공하는 내용과 관련이 있는지 또는 매체와 조사대상자의 커뮤니케이션과 관련이 있는지 결정하여 ‘내용적 요소’와 ‘관계적 요소’의 주요소로 분류하였다. 그 결과 긍정적 경험의 하위 사건은 방송매체 5개, 웹 매체 5개, 인쇄매체 3개의 유형으로 분류되었으며, 부정적 경험의 하위 사건은 방송매체 5개, 웹 매체 4개, 인쇄매체 4개의 유형으로 각각 분류되었다. 본 연구를 통해 결과적으로 외식 정보를 방송매체를 통해 전달하는 경우 내용 자체가 과장이 심하다고 느끼기는 하지만 생동감 있는 연출이나 전문가나 유명인의 등장이 신뢰도를 높이게 됨을 알 수 있었고, 웹 매체를 이용할 때는 실제 불만족스러운 경험을 했거나, 쉽게 글을 쓸 수 있다는 특성으로 인해 누구나 의견을 개진할 수 있다는 관계적 요소에 의해 긍정적인 태도나 부정적인 태도가 쉽게 형성될 수 있다는 것을 확인하였다. 인쇄매체의 경우에는 최근 웹 매체의 발달로 그 이용 빈도가 급격히 감소되고 있으나 신문의 경우 여전히 전문성 면에서 높은 신뢰를 하고 있기 때문에 외식 정보 커뮤니케이션 시 전문성을 적극 활용해야 할 것으로 판단된다.

Critical Incident Technique as a Qualitative Research Method in Tourism Research

Park, Jung-Young,Yoo, Jung-Nam 한국호텔경영학회 ( 구 한국호텔외식경영학회 ) 2001 Korean Journal of Hotel Administration Vol.10 No.2

The Critical Incident Technique(CIT) as a qualitative research method develops a category scheme by collecting and analyzing the data about the critical incidents that affect effectively or ineffectively on an activity in a significant way. The results of the CIT studies give very detailed and practical information because they are based on the real incidents. The CIT has systematic procedures to test the validity and reliability and is more scientific and objective compared with other qualitative research methods. This is the second study on the CIT by the authors. The CIT was confused with content analysis and the reliability and validity tests were not mentioned in the first study. The CIT is here articulated as a qualitative research method having many quantitative research characteristics. The twelve CIT studies related in the service and tourism are analyzed according to the CIT procedures. which will give a practical guideline to the researchers familiar with quantitative research methods.

결정적 사건기법을 적용한 대학생의 1인 미디어 소비자정보에 대한 반응 탐색: 유튜브를 중심으로

장은교,유교영,이진명 한국디지털정책학회 2019 디지털융복합연구 Vol.17 No.10

This study aims to explore the impressive experiences of university students on YouTube media and to find ways to improve personal media as useful consumer information. 44 university students were selected, and data on the experience of using YouTube were collected and analyzed by applying the critical incident technique. As a result, the positive responses to personal media were derived from 'enhancing C2C information capabilities', 'consumer-centric usability', 'attractive information creators', 'a sense of the sameness', and 'fresh and entertaining information'. Negative responses were derived from 'spreading of harmful information', 'distrust in information creators', 'inducing excessive advertising and impulse buying', 'media addiction' and 'relative deprivation'. In addition, improvement of the personal media has been suggested. This study has differentiation and significance as a qualitative data for understanding consumer's perception and experience of personal media. 본 연구의 목적은 소비자정보로서의 유튜브 1인 미디어에 대한 대학생들의 인상적인 경험을 긍정적, 부정적 측면에서 탐색하고, 유용한 소비자정로보서의 1인 미디어의 개선점을 모색하는 것이다. 대학생 44명을 연구대상으로 선정하고 소비 맥락에서의 유튜브 이용 경험에 관한 자료를 결정적 사건기법을 적용하여 수집 및 분석하였다. 연구 결과, 1인 미디어에 대한 긍정적 반응으로는 ‘C2C 정보력 강화’, ‘소비자 중심적 사용성’, ‘매력적인 정보 크리에이터’, ‘공감대와 동류의식 형성’, ‘신선하고 유희적인 정보’가 도출되었고, 부정적 반응으로는 ‘유해정보의 확산’, ‘정보 크리에이터에 대한 불신’, ‘과도한 광고와 충동구매 유발’, ‘미디어 중독’, ‘상대적 박탈감’이 도출되었다. 대학생들은 1인 미디어 개선을 위해 ‘법·정책적 규제 도입’, ‘미디어 리터러시 강화’, ‘소비자 지향적 UI 개선’이 요구된다고 제안하였다. 본 연구는 1인 미디어에 대한 소비자의 인식과 경험을 이해하는 기초자료로 활용될 수 있으며, 소비자 지향적인 1인 미디어의 방향을 제언한다는 점에서 의의를 가진다.

중요사건기법을 활용한 적극행정의 영향요인 탐색: 성공·실패 사건의 비교를 중심으로

원혜연 ( Won Hyeyeon ),이하영 ( Lee Hayoung ),이수영 ( Lee Soo-young ) 한국행정학회 2024 한국행정학보 Vol.58 No.2

This study examined 172 critical incidents involving successful and failed instances of active administration among South Korean public officials, focusing on grades 7 to 3. The research identified various types, motivations, facilitating factors, and hindrances to active administration. Notably, a new type, regulation bypass, was introduced alongside the existing seven types recognized by the Ministry of Personnel Management. Sixteen motives and twenty facilitating·disturbance factors were identified across individual, job-related, and internal and external environmental categories. Findings revealed that personal factors such as empathy and a sense of mission played a significant role in motivating active administration, while success or failure depended on differing facilitating and disturbance factors, as well as position. Successful instances relied heavily on internal and external cooperation, whereas the burden of work emerged as a critical factor in failures. Leadership emerged as a crucial facilitator and obstacle in both success and failure incidents, emphasizing the need to bolster leadership capabilities tailored to job contexts for revitalizing active administration. The study contributes theoretically and practically by classifying decisive causes of success or failure through qualitative content analysis, shedding light on factors thwarting both the will and process of active administration.

Intercultural Training for Korean Expatriates based on German Cultural Standard Model

최진철 한독경상학회 2019 경상논총 Vol.37 No.2

Korean society is finding itself encountering the phenomenon of multiculturalism in various fields of society in a more extreme way and at a much more rapid pace than Europe or North America. Issues of communication, contact, conflict, and hybridization between different cultures in Korean society are becoming a part of our daily life. As Korea becomes more globally prominent in various areas, such as the economy and cultural exchange, intercultural interaction with members of other cultures is no longer limited only to CEOs of large corporations or diplomats and is now something every individual faces. Therefore, one of the major ‘social competences’ necessary for the socialization process as a functioning member of current society in the era of globalization is ‘intercultural competence.’ Under these circumstances, the cultural sensitivity training book series Beruflich in name of country published by the German intercultural psychologist Alexander Thomas provides a good opportunity for those who are required to work with different cultural members and to experience in different cultural situations for the business purpose. By employing the Critical-Incident-Technique (CIT), the series provides an opportunity for individuals, who interact with foreigners or stay abroad, to reflect on their own culture-centered perspective and recognize the cultural standards of members of another country’s society. The purpose of this study is to find a solution to the ‘acculturation shock’ of those employees who are dispatched from Korean multinational corporations to foreign countries. And it will try to come up with training measures to help their local work and cultural adaptation. To this end, we first considered the history of the critical incident technique and analyzed the contents of the cultural sensitivity training based on the theory of cultural standard introduced in Germany. Based on this theoretical review of cultural awareness training method, it will be introduce a practical case of the development and application of the CIT technique as a training model for an intercultural learning course of Korean employees who will be dispatched to foreign subsidiaries of their company.

완충조직의 경계관리와 성공요인에 관한 연구

권정언,우형록 한국기업경영학회 2016 기업경영연구 Vol.23 No.3

In response to increased turbulence of work environment, many firms have generated the new team like change management team, organizational culture team, organizational change team, and etc. These marginal teams have the common mission to buffer against environmental impacts. So these marginal teams have such different characteristics from general team-based restructuring for promoting team and organizational effectiveness. They deserve the academic and practical attention from the perspective of their activities focused more on inter-team than intra-team and the importance of organizational change in the firms. The purpose of this study is to seek operating mechanism and success factors of the marginal teams drawing on team boundary activities. This study was progressed by combining Q methodology with Critical Incident Technique. Q methodology is a research technique applying statistical analysis to the qualitative study of respondents' subjective opinions, perceptions, feelings and beliefs. Critical Incident Technique is an effective tool to grasp the critical requirements for job success from individual cognitive, affective, and behavioral elements. This combined methodology could contribute to investigate how the marginal team operates with a more holistic view of boundary spanning activities. A total 35 statements were selected as Q sample through reviewing the existing team boundary spanning literature and interviewing for the purpose of deriving the activities executed in marginal team from interviews. P sample consisted of 21 senior employees in the marginal team from Korean firms, which refers to the participants in the Q study. After administering the Q sort (rank ordering of 35 statements), we conducted factor analysis and interpreted why and how the behaviors related the statements are carried out by the focal teams. This research discovered three factors in boundary activities. Factor 1 is the Translator style that emphasized the function as audit or police which detects and improves the problems in the firm. Translator style was intended to understand the opinions of top management and simply execute following those. They believed that the problem solving activities could forge organizational performance in short term. However, the activities limited to intrateam without interteam approach would cultivate commitment to not novel task but common task. Factor 2 is the Entrepreneur Style that has concerns about interteam renewal. They managed to develop new values or new opportunities rather than negative problems in interteam boundaries. Beyond resolving the problems in boundaries, this style encouraged employees to create new identities by transforming the boundaries. The significant antecedent for success in this style was creating shared vision that could loosen rigid borders between teams. Factor 3 is the Negotiator Style that regards connection and coordination between teams. Both Entrepreneur style and Negotiator style tried commonly to search information and build cooperative relationship on interteam boundaries. By the way, Entrepreneur style concentrated to create new opportunity but Negotiator style focused on solving the existing problem collectively. The former could transform interteam boundaries but the latter was inclinable to maintain them. When Negotiator style was successful, the existing intractable problems may be resolved between teams. It was most important for success in this style that an amicable settlement must be reached. Regarding boundary spanning activities in the marginal team context, our findings suggested herein three distinctive style and each success elements. They could contribute not only to broaden our understanding the role and success of the marginal team but also to help organizations to achieve organizational adaptability in changing business environment. Furthermore limitations and propositions for further research on boundary spanning activities of the marginal... 근래 대다수 기업에서 공통적으로 신설되고 있는 ‘변화관리팀’, ‘조직문화팀’ 등으로 명명된 부서는 외부환경에 기민하게 적응하기 위한 전담부서라고 할 수 있다. 역동적인 기업환경의 충격을 완화·극복하는 역할이 부여된, 이러한 부서의 정체성 확립과 안착이 기업의 존속에 미치는 지대한 영향에도 불구하고 학문적 연구는 미진한 실정이다. 이에 본 연구는 완충조직이 효과적으로 자리매김하는 실제적 메커니즘을 설명하고 성공요인을 밝히는 목적으로 수행되었다. Q방법론과 CIT인터뷰를 접목한 탐색적 연구를 설계하여, 21개 기업을 대상으로 완충조직이 실제로 운영된 양식을 유형화하였다. 또한 완충조직이 다른 팀들의 경계를 다룬다는 임무의 특수성을 고려하여, 분석의 개념적 틀로서 경계관리이론을 적용하였다. 연구 결과, 완충조직의 운영양식은 세 가지 유형으로 분류되었다. 통·번역형은 기존의 조직 내 경계를 유지하면서 조직에 산재된 문제의 소재를 파악하고 해결하는 과정에서 통제와 모니터링을 주로 구사하는 경찰 및 감사 역할을 수행하였다. 앙트러프러너십형과 협상형은 기업 내 하부조직의 경계를 완화하여 고질적인 난제 또는 새로운 가치창출에 집중하는 유형이다. 기업 내 경계를 가장 느슨하게 관리하는 앙트러프러너십형은 공유할 가치와 비전이 성공적으로 구축되어야 효과적이고, 협상형은 부서 간 경계에 위치한 문제를 해결하는 데 몰입할 수 있도록 협력적인 신뢰가 조성되어야 성공확률이 높았다. 본 연구에서 도출된 유형을 토대로 완충조직을 차별적으로 이해한다면, 기업에서 신설된 이들 조직의 정상화 과정을 성공적으로 앞당길 수 있을 뿐만 아니라 완충조직의 효과적 운용에 발전적 시사점을 제시할 것으로 기대한다.

고령자의 공공도서관 이용 경험에 관한 연구

김종애 한국문헌정보학회 2024 한국문헌정보학회지 Vol.58 No.3

본 연구는 고령자의 공공도서관 이용에 있어서 긍정적 경험 요인과 부정적 경험 요인을 탐색함으로써 고령자의 도서관 이용 행태와 선호에 대한 이해를 높이는 데 그 목적이 있다. 이를 위하여 주요사건기법(Critical Incident Technique: CIT)을 적용하여 공공도서관을 이용하는 고령자를 대상으로 개별심층면담을 실시하였다. 수집된 자료의 분석은 반복적 비교분석법을 적용하여 수행되었으며, 분석 결과, 자료, 서비스-프로그램, 환경-시설, 정서의 4개 영역 하에 긍정적 경험 요인의 12개 범주와 부정적 경험 요인의 12개 범주가 도출되었다. 이러한 결과를 바탕으로 공공도서관 고령자서비스에 대하여 제언하였다. The purpose of this study is to increase understanding of the library use behavior and preferences of the elderly by exploring positive and negative experience factors in the use of public libraries by the elderly. To this end, the Critical Incident Technique (CIT) was applied and individual in-depth interviews were conducted with elderly people who use public libraries. Analysis of the collected data was conducted by applying the constant comparison method, and 12 categories of positive experience factors and 12 categories of negative experience factors were derived under four areas: data, service-program, environment-facility, and emotion. Based on these results, suggestions were made regarding public library services for the elderly.

전시주최자의 서비스 실패와 회복 - 주요사건기법의 적용 -

이혜련,윤유식 한국관광학회 2009 관광학연구 Vol.33 No.6

This study was undertaken to examine service failures and recovery in the exhibition industry. Using the critical incident technique(CIT), data were collected from participants of a book exhibition at COEX in 2009, which resulted in a total of 226 usable critical incidents. Results identified four primary types of the exhibition organizer's service failures: service delivery system failures(46,9%), exhibitor-employee interaction failures(27.9%), service environment failures(15.1%), and service product failures(10.2%). Results also revealed five primary types of service recovery of the exhibition organizer: intangible responses(41.6%), no response(32.3%), action-oriented responses(16.9%), and other responses(4.9%). Based on the results, several implications and limitations of the study were discussed.

리더에 대한 신뢰와 불신 요인 탐색: 빈도와 강도의 구분을 중심으로

이하영,천신원 한국정부학회 2025 한국행정논집 Vol.37 No.1

본 연구는 중앙행정기관 소속 일반직 공무원을 대상으로 리더에 대한 신뢰와 불신을 유발하는 요인을 중요사건분석법 을 통해 탐색하고, 빈도와 강도를 구분하여 신뢰와 불신의 형성 메커니즘을 심층적으로 분석하였다. 총 294건의 중요 사건을 내용 분석한 결과, 신뢰와 불신의 주요 요인은 능력, 도덕성, 선의의 세 차원으로 구분되었으며, 세부적으로 16 개의 요인이 도출되었다. 신뢰와 불신은 발생 빈도와 강도에서 차별적 양상을 보였는데, 리더의 능력과 선의는 신뢰 사건의 발생 빈도에, 도덕성은 불신 사건의 발생 빈도에 더 중요하게 작용하였다. 반면, 발생 강도의 경우에는 모든 차원에서 불신 사건이 신뢰 사건보다 더 강하게 나타났다. 신뢰와 불신이 별개의 차원으로 작동하며, 발생 빈도와 강도 가 독립적으로 작동할 수 있음을 실증적으로 확인한 본 연구는 신뢰와 불신의 형성 과정에 대한 학문적 논의를 확장하 고, 조직 내 신뢰 구축 및 불신 예방을 위한 시사점을 제공한다는 의의를 지닌다. This study explores the factors that induce trust and distrust in leaders by employing the Critical Incident Technique (CIT) and analyzes the mechanisms of trust and distrust formation by distinguishing between frequency and intensity. A qualitative content analysis of 294 critical incidents reported by general administrative public officials in central government agencies identified three main dimensions—ability, integrity, and benevolence—encompassing 16 specific factors. The results revealed distinct patterns between trust and distrust in terms of frequency and intensity. Ability and benevolence were more critical for the frequency of trust-related incidents, whereas integrity played a more significant role in the frequency of distrust-related incidents. However, in terms of intensity, distrust-related incidents were consistently stronger across all dimensions compared to trust-related incidents. This study empirically demonstrates that trust and distrust operate as separate constructs, with their frequency and intensity functioning independently. By expanding the theoretical discourse on the formation of trust and distrust, this research provides practical implications for fostering trust and preventing distrust within organizations.

골프 캐디의 블랙컨슈머 경험에 관한 연구

권순형,원영인 한국골프학회 2024 골프연구 Vol.18 No.1

[목적] 이 연구에서는 골프 캐디의 블랙컨슈머 경험을 분석하는 데 연구의 목적이 있다. [방법] 연구참여자는 골프 캐디 종사자를 모집단으로 선정하고, 경기, 충청, 전라, 경상에 위치한 골프장 중 무작위 골프장 15개소를 선정한 후 각 골프장에서 30명씩 할당표집 하여 총 200명을 대상으로 자료를 수집하였다. 자료 분석은 CIT결정적 사건기법을 적용하여 자료를 분석하였다. 도출된 결과는 다음과 같다. [결과] 첫째, 골프 캐디의 블랙컨슈머 경험에 대한 범주화 결과 골프 캐디의 블랙컨슈머 경험은 불만 표출, 인격 모독, 무리한 요구 그리고 금전 문제의 순으로 나타났다. 둘째, 골프 캐디의 블랙컨슈머 대처방안에 대한 범주화 결과 골프 캐디의 블랙컨슈머 대처방안은 원칙 고수, 회피, 요구수용의 순으로 나타났다. 셋째, 예방 방법을 범주화한 결과 골프 캐디의 블랙컨슈머 예방 방안은 수긍, 권유, 표현하기 순으로 나타났다. [결론] 이러한 결과를 바탕으로 향후 골프 캐디의 블랙컨슈머 예방을 위한 기초자료를 제공하는 데 의의가 있다. [Purpose] The purpose of this study was to analyze the experiences of golf caddies as black consumers. [Method] Golf caddy workers were selected as the population for research participants, and 15 golf courses were randomly selected among golf courses located in Gyeonggi, Chungcheong, Jeolla, and Gyeongsang, and data were collected from a total of 200 people by quota sampling of 30 people from each golf course. The data was analyzed by applying the CIT critical event technique. The derived results are as follows. [Result] First, as a result of categorizing the golf caddy's black consumer experience, the golf caddy's black consumer experience was found to be in the order of expression of dissatisfaction, insult to character, unreasonable demands, and money problems. Second, as a result of categorizing golf caddies' ways to deal with black consumers, golf caddies' ways to deal with black consumers were in the order of adherence to principles, avoidance, and acceptance of demands. Third, as a result of categorizing golf caddies' black consumer prevention methods, golf caddies' black consumer prevention methods were found to be in the order of acceptance, recommendation, and expression. [Conclusion] Based on these results, it is meaningful to provide basic data to prevent black consumers of golf caddies in the future.