보육교직원이 인식하는 주임교사의 역할 기대 및 역할수행

모아라 ( A Ra Mo ),신혜경 ( Hye Kyung Shin ) 대한아동복지학회 2015 아동복지연구 Vol.13 No.1

In order to actively deal with the changing educational environment and operational policy, and fulfill the various roles in this new change, the head teacher of a child care center is required to undertake ongoing efforts and personal development. Also in such circumstances, the research on the role of a head teacher is needed. In this study, a head teacher`s role expectations and role performance, as recognized by child care staff in a child care center, were examined. The study also examined the differences between principals and teachers in terms of their role expectations as well as the role performance of the head teacher in a child care center. As for the differences between principals and teachers in terms of their role expectations of a head teacher, there was no difference in their recognition of role expectations according to the position of child care staff in child care centers. Also as for the differences between principals and teachers in terms of the role performance of a head teacher, there was little difference in role performance according to the position of child care staff in child care centers. And as for the relationship between a head teacher`s role expectations and role performance as recognized by a child care center`s principal, the higher the role expectations of a head teacher recognized by a principal, the better the role performance of a head teacher. Also the total score of a head teacher`s role expectations as recognized by the principal was positively correlated with all sub-factors of a head teacher`s role performance. As for the relationship between a head teacher`s role expectations and role performance as recognized by other teachers, the higher the role expectations of a head teacher by other teachers, the better the role performance of a head teacher. Also the total score of a head teacher`s role expectations as recognized by other teachers was positively correlated with all sub-factors of a head teacher`s role performance. In other words, the role expectations and role performance influenced each other, and the role conflict might occur when the difference between role expectations and role performance was large. Accordingly, a head teacher should be required to undertake ongoing professional deverlopment in other to improve their leadership skills and work with appropriate information to monomize the differences between their role expectations by the principal and other teachers in their child care center.

판매성과실패 상황에서 판매원의 노력귀인과 능력귀인

김상희(Sang Hee Kim) 한국경영학회 2009 經營學硏究 Vol.38 No.3

This is a study on relationship of salespersons’ goal orientation, attribution, psychological responses, and behaviors following failure in sales performance, which aims to examine the attribution process due to failure in sales performance. In particular, this study intends to suggest that there may be differences in helplessness and expectations for future success by ability and effort attributions which can be internal attributions in case of failure in sales performance and examine effects of both psychological responses on selling behaviors. Prior researches mention factors in salespersons’ behaviors primarily in general selling situations but overlook their psychological responses and behaviors in the situation of failure in sales performance. However, an actual selling situation is where it is least likely that targeted performance will be achieved; therefore, it is necessary to investigate the process following failure in sales performance in such a situation. Failure arouses attribution caused by failure and the attribution then arouses psychological responses and affects even behaviors. Among attributions, internal attributions are closely related to psychological responses, which are very likely to affect behaviors later. Many companies recommend that salespersons should attribute any failure in sales performance to themselves and many mangers are actually attributing the failure to salespersons. This is because it is believed that failure is attributed to salespersons themselves, they will be more likely to make efforts to reflect their fault and solve problems. It is however necessary to throw a doubt on the belief of companies that such internal attributions all can arouse positive results. That is, all efforts and abilities, which can be internal attributions, don’t lead to positive results; rather, they can arouse positive responses if they are considered as controllable by themselves and unstable, while they can possibly arouse negative responses if they are considered as uncontrollable and stable. It is therefore impossible to say that all efforts and abilities, or two typical elements of internal attributions, arouse positive responses. The purpose of this study is to examine salespersons’ internal attributions in the situation of failure in sales performance where targeted sales performance fails to be reached and to investigate salespersons’ trait influencing salespersons’ internal attribution and effects of such internal attributions on helplessness and expectations for future success which can be psychological responses. It also intends to investigate effects of such helplessness and expectations for future success on salespersons’ behaviors. In other words, the following questions seem to be very important in marketing: are all salespersons positive who attribute failure in sales performance to themselves? If all are not positive, which attribution arouses positive results? which personal trait arouses positive internal attribution? How should they be taught to attribute? This is because they can provide a solution to a company that allows salespersons to make positive behaviors constantly in a situation where failure in sales performance occurs. As a result, salespersons’ learning goal was found to increase effort attribution and to decrease ability attribution, but salespersons’ performance goal was found to increase ability attribution. And ability attribution was found to increase helplessness and decrease expectations for future success while effort attribution was found to decrease helplessness and increase expectations for future success. Helplessness reduced prosocial behavior to customers while expectations for future success increased such behavior. And the effects of effort attribution and ability attribution on helplessness and expectation for future success were moderated by salesperson’s career. These results suggests that salespersons go through a process of causal search in case of failu

과학영재학교 교사와 학생이 인식하는 박사급 전문교원에 대한 역할기대와 역할수행 분석

김순근(Soon Geun Kim),유미현(Mi Hyun Yoo) 한국영재교육학회 2016 영재와 영재교육 Vol.15 No.4

본 연구의 목적은 영재교육진흥법에 따라 교원자격증 없이 영재학교에 근무하고 있는 이공계 박사학위 소지 전문교원의 역할기대와 역할수행에 대해 영재학교 교사와 학생의 인식을 비교 분석하는 것이다. 설문지는 교과활동 등 5개 영역에 걸쳐 34문항을 개발하여 수도권 소재 K과학영재학교 학생 216명, 교사 46명을 대상으로 온라인 설문조사를 실시하였고, 탐색적 요인분석을 통해 타당도를 확보하였다. 도출한 연구결과는 다음과 같다. 첫째, 교사는 박사급 전문교원에 대한 역할기대가 높은 반면 역할수행이 낮다고 인식하였으나, 학생은 역할기대가 낮고 기대만큼은 역할수행을 한다고 인식하고 있었다. 회귀분석 결과, 역할기대가 역할수행을 25.5% 결정하고 있어 역할기대가 역할수행에 비교적 큰 영향을 미치는 것으로 나타났다. 둘째, 역할기대와 역할수행의 관계는 3차 다항식 형태의 추세선이 그려지는 것으로 나타나 긍정적인 역할수행이 다시 역할기대를 끌어 올리는 정적 피드백으로 작용하였다. 또한 역할기대가 높은 문항은 역할수행이 낮게 나타나고, 반대로 역할기대가 낮은 문항은 역할수행이 높게 나타났는데, 이것은 기대불일치 이론으로 설명이 가능하였다. 본 연구를 통해 다수의 선행 연구들에서 역할기대에 비해 역할수행이 낮게 나타나고 있는 현상에 대한 합리적인 이론을 제시할 수 있었다. 또한 역할기대에 비해 역할수행이 낮다고 하여 실제로 기대만큼 역할수행을 하지 못하고 있다고 결론을 내리는 것에는 보다 신중해야함을 확인할 수 있었다. The purpose of this study was to compare and analyze gifted science school teachers and students’ perceptions of role expectation and role performance of expert teachers with a doctoral degree who were working in gifted schools without a teaching certificate. For questionnaires, this study developed 34 items across five domains, including subject-related activities, and conducted an online survey with 216 students and 46 teachers at K. Gifted Science School located in the capital area, securing validity through an exploratory factor analysis. The research results were as follows: First, the teachers had a high role expectation from the expert teachers with a doctoral degree but perceived a low role performance of them, while the students had a lower role expectation and perceived that they performed the role as expected. According to regression analysis, it was found that since the role expectation determined 25.5% of the role performance, it had a relatively big impact on role performance. Second, it turned out that in the relationship between role expectation and role performance, a trend line in a third-degree polynomial form was drawn, and a positive role performance acted as positive feedback, which raised role expectation again. In addition, role performance was lower in the items with high role expectation, while role performance was higher in the items with low role expectation, and this could be explained with the expectancy disconfirmation theory. Through this study, a reasonable theory on the phenomenon in which role performance was lower than role expectation in a number of preceding studies could be suggested. Moreover, it could be found that more caution should be paid to conclude that they did not actually perform the role as expected, even if role performance was lower than role expectation.

통합기술수용이론(UTAUT)이 스마트 팩토리 도입의도와 경 영성과에 미치는 영향에 관한 실증연구 : 최고경영자 태도의 조절효과

이종근,길종구 한국경영컨설팅학회 2021 경영컨설팅연구 Vol.21 No.3

한국경제의 견인차 역할을 수행해 온 제조업이 위기에 직면하면서 제조업 전반에 걸쳐 스마트 팩토리 도입 및 구축을 통한 경쟁력 확보를 꾀 하려는 추세는 이제 선택이 아닌 필수가 되면서 신기술을 수용함에 있어서 중소기업의 스마트 팩토리 도입 및 구축에 영향을 미치는 요인을 분 석하고 경영성과로 이어지도록 대안을 찾는 관련 연구가 진행되고 있다. 최근 논의되고 있는 신기술 수용이론의 하나인 통합기술수용이론 (UTAUT)을 중심으로 신기술 수용요인이 도입의도와 경영성과에 미치는 영향을 검증함으로써, 성공적인 스마트 팩토리 도입을 위한 기술적, 경 영적 측면의 요소를 파악하는 학문영역의 확장 가능성 발견과 기업의 경영환경에 적합한 스마트 팩토리 도입 모델을 구축하는 기초자료를 제공 하는 것이 목적이다. 이러한 연구목적을 달성하기 위해 스마트 팩토리 도입을 결정하는 통합기술수용이론(UTAUT)의 요인(성과기대, 노력기대, 사회적 영향, 촉 진조건)과 스마트 팩토리 도입 의도와 경영성과 간의 직접효과를 분석하고, 도입의도의 매개효과 및 최고경영자의 태도에 대한 조절효과를 검증 하기 위해 위계적 회귀분석을 실시한 연구결과를 요약하면 다음과 같다. 첫째, UTAUT의 성과기대, 노력기대, 사회적 영향이 클수록 스마트 팩토리 도입의도는 증가했지만, 촉진조건은 영향을 미치지 못했다. 스마 트 팩토리 기술과 시스템을 도입하기 위해 내부적으로 도입에 필요한 스킬이나 지식이 부족하고 기존 기술과 융합 가능성 역시 미흡해 전문인력 확보나 시스템 결합과 활용을 위한 기반이 마련되어야 한다. 둘째, UTAUT의 하위속성인 성과기대, 노력기대, 사회적 영향이 증가할수록 경영성과가 향상되지만 촉진조건은 경영성과에 영향을 미치지 못했다. 신기술 도입을 위한 시스템과 내부역량 구축이 부족하기 때문에 조직특성을 반영한 요인(시스템 구현 역량, ICT 활용 역량, 협력관계 등) 을 추가한 연구가 필요하다. 셋째, 조직원들이 현재 사용하고 있는 스마트 팩토리에 대한 만족도나 지속적인 사용의지 등은 품질향상, 생산비용과 구매비용 등 원가절감 으로 이어져 스마트 팩토리 수용의도요인은 경영성과에 정(+)의 영향을 미쳤다. 넷째, UTAUT 요인과 경영성과 간에 도입의도의 매개효과 검증에서 성과기대와 사회적 영향은 부분매개, 노력기대는 완전매개를 하고 있고, UTAUT 요인은 도입의도 요인을 통해 경영성과에 미치는 영향 관계에서 최고경영자의 태도는 조절효과가 있었다. 따라서 인적·물적자원이 취약한 중소기업이 스마트 팩토리 도입이 생산성 향상 및 불량률 감소와 수익성 향상, 고용창출 등의 경영성과로 이 어질 수 있도록 신기술 도입을 위한 스킬 및 역량을 강화하고 시스템 구축을 위해 최고경영자가 스마트 팩토리에 대한 비전 수립 및 관심과 몰입 수준을 증대시키고, 스마트 팩토리 도입과 구축을 위한 지원을 아끼지 않아야 할 것이다. The manufacturing industry has been the driving force behind the Korean economy. As it faced a crisis, there has been a trend to secure competitiveness by introducing and establishing smart factories throughout the manufacturing industry, now becoming a necessity rather than an option. Also, related researches have been conducted to analyze the factors affecting SMBs in introducing and developing smart factories and find alternatives leading to management performance. The purpose of this study is to discover the expansion potential of the academic field which deals with the elements in the aspect of technical and management for the successful introduction of smart factories and provide basic data on building a smart factory introduction model suitable for corporate management environment by verifying the impact of the factors in accepting newtechnologies on the intention to introduce the technologies andmanagement performance centering on the Unified Theory of Acceptance and Use of Technology (UTAUT), which is one of the theories on accepting new technologies discussed recently. To achieve these research objectives, this study analyzed the factors of the UTAUT (performance expectancy, effort expectancy, social influence, and facilitating conditions) used to determine the introduction of a smart factory and the direct effect between the intention to introduce smart factory and the management performance. This study also performed a hierarchical regression analysis to verify the mediating effect of the intention to introduce and the effect of adjusting CEO's attitude. The results of the analysis are summarized as follows; First, the intention to introduce a smart factory increasedwhenthe performance expectancy, effort expectancy, and social influence ofUTAUT increased.However, the facilitating conditions did not have effect. For companies lacked skills and knowledge required to introduce the smart factory technology and system and the integration with the existing technology also deemed unlikely, it is necessary to secure professional manpower or prepare the bases for systemintegration and utilization. Second, themanagement performance improvedwhen the sub-attributes ofUTAUT, such as performance expectancy, effort expectancy, and social influence, increase, but facilitating conditions did not have significant effect. Since there is a lack of systemandinternal capacity building for the introduction of newtechnologies, it is necessary to performanadditional study to cover the factors reflecting organizational characteristics (systemimplementation capacity, ICT utilization capacity, and collaborative relationship). Third, the level of satisfaction orwillingness to use the smart factory currently used bymembers of the organization led to quality improvement and the reduction of costs, suchas production cost and purchase cost, indicating that the factors for the intentionto accept the smart factory hada positive (+) effect onmanagement performance. Fourth, inverifying themediating effect of the introductionintentionbetweenUTAUT factors andmanagement performance, the performance expectancy and social influence had partiallymediating effect, and the effort expectancy had completemediating effect. The UTAUT factors had the effect of adjusting the CEO’s attitudewith regard to the influence onmanagement performance throughthe introduction intention. The adjusting effect that ledsocial influence intomanagement performance depending onCEO's interest andsupport hadthe greatest and the rest of the factors also hadadjusting effect. Therefore, it is necessary to intensify skills and capabilities regarding the introductionof newtechnologies and forCEOs to establish a visionfor the smart factory, increase the level of interest and attention, and provide unsparing support for the introduction and establishment of the smart factory so that the introduction of the smart factory to SMBs, which haveweak humanandmaterial resources,would leadtomanagement performance such as productivity improvement, decrease in defect rate, profitability improvement, and job creation.

초등학생이 인식하는 보건교사의 역할기대와 역할수행

정귀순,안숙희,정은순 韓國學校保健學會 2003 韓國學校保健學會誌 Vol.16 No.2

Purposes of this study were 1) to identify the level of role expectation and role performance for school health educators as elementary school students recognize and to compare them, and 2) to examine differences in the role expectation and performance by characteristics of students and educators. Subjects of the study were 1,428 6th grade students at 37 elementary schools in Busan. The data were collected by a structured self-administered questionnaire, measuring role expectation and performance that students recognize. The data were analyzed with descriptive statistics, t-test, and ANOVA by SPSS program. The results were summarized a s follows. 1. Students' level of recognizing the role expectation was high(M=4.08) and level of the role performance was moderate to high(M=3.50) within rang of 1 to 5. The students recognized role expectation greater than role performance. 2. The students' point of view for role expectation and performance for school health educators were related to several characteristics of students and school health educators. Students' levels of recognizing the role expectation and performance were higher when students were male, healthy, their academic performance was high, their level of satisfaction with their school life was high, and their level of satisfaction with using school health office was high. With characteristics of school health educators, students' level of appreciating the role expectation was higher when educators were of an older age and had a long career, and when they were fairly satisfied with their job as an educator. Students' level of recognizing the role performance was higher when educators were of a younger age, and had a small number of students at school. This indicates that there exists role conflict on students and implies that the conflict need to be mediated, and desirable solutions to address the conflict need to be developed by school health educators.

사설스포츠교육기관 조직구성원의 기업가지향성, ESG활동 및 조직성과의 관계: 교육 기대감의 조절효과

허철무 한국체육교육학회 2024 한국체육교육학회지 Vol.29 No.2

목적: 본 연구는 사설스포츠교육기관의 기업가지향성, ESG활동, 조직성과의 관계를 알아보고, 교육기대감에따른 조절효과를 살펴보았다. 방법: 사설교육기관 종사자 193명을 대상으로 SPSS 18.0 프로그램과 AMOS 18.0 프로그램을 이용하여 확인적 요인분석, 신뢰도분석, 구조모형분석 등을 실시하여 연구결과를 도출하였다. 결과: 본 연구의 결과는 첫째, 기업가지향성이 ESG활동에 미치는 영향을 살펴본 결과, 기업가지향성은 ESG 활동에 긍정적인 영향을 미치는 것으로 나타났다. 둘째, ESG활동이 조직성과에 미치는 영향을 살펴본 결과, ESG활동은 조직성과에 긍정적인 영향을 미치는 것으로 나타났다. 셋째, 기업가지향성이 조직성과에 미치는영향을 살펴본 결과, 기업가지향성은 조직성과에 긍정적인 영향을 미치는 것으로 나타났다. 넷째, 기업가지향성, ESG활동 및 조직성과의 관계에 있어서, 교육 기대감의 조절효과가 존재하는지 살펴본 결과 교육 기대감은 조절효과를 보이는 것으로 나타났다. 결론: 사설스포츠교육기관은 종업원의 기업가지향성을 높일 수 있는 방안으로 변화하는 환경과 내부시스템의 다양한 조직관리를 위해 관리시스템을 확장해 나아가야 할 것이며, 이를 통해 ESG활동을 전개해 나아가야할 것이다. 그리고 종사원들의 교육 투자의 기대에 따른 요구를 적극 반영하여 다양한 종사원들의 교육과 프로그램을 통해 혁신적인 사고와 의사결정을 통해 업무 환경을 극대화시킬 수 있는 방안도 모색해야 할 것이다. Purpose: This study investigated the relationship between entrepreneurial orientation, ESG activities, and organizational performance of private sports education institutions, and examined the moderating effect according to performance expectations. Methods: Confirmatory factor analysis, reliability analysis, and structural model analysis were conducted on 193 workers in private educational institutions using the SPSS 18.0 program and AMOS 18.0 program to derive research results. Results: The results of this study are: First, as a result of examining the effect of entrepreneurial orientation on ESG activities, it was found that entrepreneurial orientation had a positive effect on ESG activities. Second, as a result of examining the effect of ESG activities on organizational performance, it was found that ESG activities had a positive effect on organizational performance. Third, as a result of examining the effect of entrepreneurial orientation on organizational performance, it was found that entrepreneurial orientation had a positive effect on organizational performance. Fourth, as a result of examining whether there is a moderating effect of performance expectations in the relationship between entrepreneurial orientation, ESG activities, and organizational performance, it was found that performance expectations have a moderating effect. Conclusion: Private sports education institutions should expand their management systems to manage various organizations in the changing environment and internal systems as a way to increase employee entrepreneurial orientation It should be developed. In addition, it is necessary to actively reflect the needs of employees' investment in education and seek ways to maximize the work environment through innovative thinking and decision-making through various employees' education and programs.

문화콘텐츠 시설 이용객의 동기와 만족도에 관한 연구

박순봉,송광인 대한관광경영학회 2011 觀光硏究 Vol.25 No.6

본 연구에서는 문화콘텐츠 시설로서의 관광자가 남원 혼불문학관을 관광지로 선택함에 있어 기대와 만족도 등을 실증분석하고, 이용객의 기대와 지각된 성과 만족과의 전체적 영향모형을 분석함으로 이를 통해 문화콘텐츠 시설을 이용하는 이용객의 속성을 파악하여 향후 문화콘텐츠 시설로서의 혼불문학관의 관광자 만족에 관한 수준의 정도를 파악하고자 하였다. 문화콘텐츠 시설 이용고객의 기대와 지각된 성과와 불일치를 매개변수로 만족에 미치는 영향을 분석하기 위한 가설의 검증결과는 다음과 같다. 가설 1 ‘기대는 지각된 성과에 정(+)의 영향을 미칠 것이다’는 채택되었으며, 가설 2 ‘기대는 불일치에 정(+)의 영향을 미칠 것이다’는 기각되었다. 이는 기대에 관한 속성들이 불일치에 영향을 미치지 못하는 것으로 기대는 지각된 성과를 통해 만족에 영향을 미치고 있음을 보여주고 있었다. 가설3 ‘기대는 만족에 직접적인 정(+)의 영향을 미칠 것이다.’는 기각되었으며, 가설4 ‘지각된 성과는 불일치에 정(+)의 영향을 미칠 것이다.’는 채택되었다. 그리고 가설 5 ‘지각된 성과는 관광자 만족에 정(+)의 영향을 미칠 것이다.’는 채택되었으며 지각된 성과는 특히 관광자의 만족에 많은 영향력을 미치는 것으로 나타났다. 가설6 ‘불일치가 관광자 만족에 정(+)의 영향을 미칠 것이다.’는 채택되었으며, 이로 보아 지각된 성과는 불일치를 통해 관광자의 만족에 영향을 미치는 것을 알 수 있었다. The purpose of this study is to analyze tourists' expectation and satisfaction level in selecting Honbul literature gallery in Namwon as a destination. This study tried to analyse tourists' satisfaction level towards Honbul gallery as a cultural contents facility to find out tourists attributes with developing and analysing the overall relationship model in regard to tourists' expectation and perceived performance satisfaction. Hypothesis 1: 'expectation has a positive influence on perceived performance' was supported at level of a=0.05 with Unstandardized Coefficients of 0.727, Standardized Coefficients of 0.950. Hypothesis 2: 'Expectation has a positive influence on discordance between expectation and perceived performance' was not supported with Unstandardized Coefficients of -0.488. These results showed that elements of expectation had no significant effects but expectation affects satisfaction through perceived performance. Hypothesis 3: 'Expectation has a positive effect on satisfaction directly' was only not supported with Unstandardized Coefficients -0.095. Hypothesis 4: 'Perceived performance has a positive effect on discordance between expectation and perceived performance' was proved by Unstandardized Coefficients 0.936, Standardized Coefficients 0.916. Hypothesis 5: 'Perceived performance has a positive influence on tourist satisfaction' was supported by Unstandardized Coefficients 1.450, it showed perceived performance was a significant effect element on tourists satisfaction. Hypothesis 6: 'the discordance between expectation and perceived performance has a positive influence on tourist satisfaction' was proved by Unstandardized Coefficients 0.750, Standardized Coefficients 0.773. This represents perceived performance affects tourist satisfaction through the discordance.

소비자의 온라인 패션몰 아바타에 대한 커뮤니케이션 신뢰가 아바타에 대한 성과기대 및 재사용의도에 미치는 영향

구자성,김찬호 한국의상디자인학회 2023 한국의상디자인학회지 Vol.25 No.1

This study investigates the effect of consumers’ trust in communication with online fashion mall avatars on performance expectancy and re-use intention. For the empirical study, 207 adults were surveyed using a 5-point Likert scale, and the results were analyzed with SPSS 21.0. The analysis reveals the following results. First, the factor analysis of trust in communication with the avatar, performance expectancy, and re-use intention revealed cognitive and affective trust as subfactors of the trust in communication with the avatar, while purchase choice expectations and performance expectancy were identified as subfactors of performance expectancy for the avatar. A total of five factors, including re-use intention, were recognized. Second, the trust in communication with online fashion mall avatars significantly positively affected performance expectancy for the avatar. Among the subfactors, cognitive trust was determined to have a greater influence on purchase choice expectations than affective trust. Third, the performance expectancy for the online fashion mall avatar significantly positively affected re-use intention. Notably, the subfactor performance expectancy had a greater influence than purchase choice expectations. Finally, trust in communication with online fashion mall avatars significantly positively affected re-use intention. Accordingly, the sub-factor cognitive trust had a greater influence on re-use intention than affective trust. The results of this study are academically significant in that they empirically test the influence relationship between trust in communication, performance expectancy, and re-use intention, considering the personal characteristics of online fashion mall avatars on consumers using the Meta-UTAUT model in the fashion field.

Perceptions of Logistics Firms toward Green Practices: Evidence from Korean Logistics Industry

Young Min Kim,Young Ei Kim,Jung Wan Lee 한국유통과학회 2013 KODISA ICBE (International Conference on Business Vol.2013 No.-

The paper examines the antecedents of green practices adoption and performance expectations for environmental initiatives of the logistics industry. Unlike recent research under this topic, this paper integrates some components of the corporate social responsibility dimensions and social expectation theories coupled with the recently developed construct of performance expectations to determine organizations’ behavioral intentions to adopt green practices. They are the following three components: social expectations, perceived organizational pressures, and perceived social pressures. Seven hundred and eighty samples collected from South Korean logistics companies’ employees are analyzed using factor analysis, structural equation model techniques and one-way analysis of variance. The results show that perceived social expectations and perceived organizational pressures as well as perceived social pressures are the antecedents of adopting green practices and positive expectations for environmental performance of the logistics industry. Moreover, there are mean differences by their job position titles in terms of the perceptions of social expectations, organizational and social pressures as well as the likelihood of adoption of green practices and performance expectations.

복합 스포츠센터 고객이 지각하는 서비스품질의 기대-성과와 기대일치, 고객만족, 전환행동의 관계

백승헌(Baek, Seung-Heon) 한국체육과학회 2012 한국체육과학회지 Vol.21 No.5

This study is purposed to analyze the relationship among expectation-performance of service quality, expectation confirmation, customer satisfaction, and switching behaviors perceived by complex sports center customers. In order to achieve this purpose, the subjects selected were 325 members enrolling for complex sports centers which had fitness, yoga, aerobics, sauna, and public bath facilities located in G, Y City and S City for more than 3 months. As a result of analysis, assurance and empathy expectation had statistically significant positive effects on expectation confirmation, and tangibles, reliability, responsiveness, and empathy performance also had statistically significant positive effects on expectation confirmation. Moreover, statistically significant positive or negative effects were found between expectation confirmation and customer satisfaction, between customer satisfaction and switching benefit, between customer satisfaction and switching intention, and between switching benefit and switching intension. In particular, further analysis of difference in expectation-performance of service quality in complex sports centers revealed higher perception of performance. In conclusion, this study suggests that performance perceived by sports center members was higher than expectation, which was not agreed with previous researches. These elements may be connected with expectation confirmation and customer satisfaction, which could serve an importance factor to prevent customers from switching behaviors.