Earticle

본 연구에서는 각각의 기업마다 내재된 각기 다른 고유의 서비스 풍토가 서비스를 제공 받는 고객들의 감정과 만족도에 미치는 영향에 대하여 고객의 긍정적인 감정을 세분화하여 연구하였다. 이를 통해 서비스 풍토 조성 방향에 대하여 제시하는 것을 목적으로 하였다. 연구 방법으로는 설문조사로 수집된 데이터를 SmartPLS(v.3.3.2)를 사용해 측정모델 분석과 구조모델 분석 등 구조방정식 통계분석을 실시하였다. 연구 결과를 살펴보면, 첫째, 기업의 서비스 풍토는 긍정적인 고객 감정인 유쾌함, 즐거움, 행복함에 모두 정(+)의 영향을 미친다. 이는 기업의 서비스 풍토를 조성하는 것이 고객의 긍정적인 감정을 이끌어 내는 중요한 요소임을 나타낸 것으로 해석할 수 있다. 둘째, 기업의 서비스 풍토와 긍정적인 고객감정은 고객만족도에도 긍정적인 영향 을 미친다. 마지막으로 기업의 서비스 풍토가 고객만족도에 영향을 미칠 때 여러 매개변수 중 행복함이 가장 큰 매개효과를 미치 는 요소로 나타났다. 이를 통해 기업의 서비스 풍토 중 고객의 행복한 감정을 충족시키는 것이 가장 중요하다는 것을 실증적으로 보여주었다. 본 연구는 소수의 외식기업을 대상으로 한 것이기 때문에 연구결과를 일반화하여 모든 외식기업에 적용하는 것은 한계가 있다. 그럼에도 불구하고 서비스 풍토가 고객만족도에 영향을 미칠 때 긍정적인 고객의 감정을 세분화하여 연구한 것은 의미가 있으며, 향후 기업의 서비스 풍토 조성 요인 분석을 통해 긍정감정요소 뿐만이 아니라, 다양한 감정분석으로 고객 만족도 를 높이는 방안에 대한 연구가 지속되기를 기대한다.

In this study, we further study the customer's positive emotion about the impact of different inherent service climate on the emotions and satisfaction of the customers who receive the service. Through this, the purpose was to present the direction of creating a service climate. As a research method, structural equation statistical analysis, such as measurement model analysis and structural model analysis, was performed using SmartPLS (v.3.2) for data collected in surveys. Looking at the research results, first, a company's service climate has a positive (+) impact on positive customer emotions: pleasure, pleasure, and happiness. This can be interpreted as an indication that creating a business climate for service is an important factor that elicits positive emotions from customers. Second, a company's service climate and positive customer emotion also have a positive impact on customer satisfaction. Finally, when a company's service climate affects customer satisfaction, happiness has the greatest mediating effect among several parameters. This demonstrated empirically that satisfying the happy feelings of customers is the most important of the company's service climate. Since this study is aimed at a small number of restaurant companies, there is a limit to generalizing the findings and applying them to all restaurant companies. Nevertheless, it is meaningful to study the emotions of positive customers when the service climate affects customer satisfaction, and we hope that the company's analysis of service climate will continue to improve customer satisfaction through various emotional analysis as well as positive factors.

본 연구에서는 직무자원 및 요구모델에 근거하여 치과산업에서 치과의료인과 납품업체가 보유하고 있는 고객의 자산요인을 통한 고객의 감정과 고객 열의 행동 간 관계를 확인하고자 하였다. 또한 납품업체가 보유한 고객의 자산을 통해 고객의 서비스풍토 인식과 고객의 확신이 조절효과로서 유의미한 영향이 있음을 증명하고자 하였다. 먼저 치과의료인이 인식하는 납품기업의 고객자산은 기업의 가치와 브랜드, 관계성으로서 고객이 납품기업과의 상호작용을 통해 인식할 수 있는 자원을 의미하며 고객의 감정은 납품업체에서 제공되는 서비스 자원의 인식을 말한다. 이는 인식된 고객의 긍정적 감정을 통해 고객의 자발적 행동인 열의 행동에 영향이 있음을 설명할 수 있다. 기존의 척도를 바탕으로 작성된 설문지를 이용하여 국내에서 개최된 서울시 치과학술대회에 참가한 치과의료기기 전문 납품업체와 거래하고 있는 치과의료인 300명을 대상으로 설문조사를 실시하였다. 본 연구에서는 제시된 가설들을 검증하기 위하여 구조방정식(M-PLUS 6.11)을 이용하여 분석하였다. 분석결과 기업이 제공하는 고객자산인 기업의 가치, 브랜드, 관계성은 고객의 감정에 긍정적인 역할을 하였으며 고객 감정은 고객의 열의 행동에 긍정적인 영향이 있음을 증명하였다. 또한 고객이 인식하는 서비스 풍토는 고객자산과 고객감정에 유의적인 조절효과가 있음을 증명하였으며 고객이 인식하는 확신요인은 고객감정과 고객의 열의 행동 간 조절효과가 없음을 확인하였다. 이를 통해 본 연구에서는 치과의료기기 납품기업과 거래하고 있는 의료인이 인식하는 고객자산은 서비스 풍토를 통해 고객감정에 긍정적인 영향이 있다는 점과 또한 고객감정이 고객 열의 행동에 영향이 있지만 확신 요인이 고객 열의 행동에 미치는 조절효과는 기대할 수 없다는 점을 증명하였다. 따라서 본 결과를 통해 특수 산업시장이라고 할 수 있는 치과의료기기 유통시장에서 고객이 인식하는 납품기업의 독특한 서비스자원의 성격적 특성과 고객의 열의 행동에 대한 평가를 설명하였다.

Drawing on the job demands-resources model (JD-R), the author investigates how customer equity affects customer engagement and whether service climate and customer confidence can be potential moderators of this relationship. There are three drivers to customer equity; value equity, brand equity, and relationship equity. These are produced through the interaction between customers and organizations. Customer affection is brought about by provided service quality. One of important constructs in this study is ‘service dominant logic’which is a new perspective dominantly focused on service rather than product as a fundamental basis of marketing. Service was originally considered secondary to product. This logic can be extended by merging product and service and considering services value added activities. This new perspective is called service dominant logic covering service and product itself. Service can make new values, so every company can be a service company. That is, companies should use their intangible resources such as knowledge, skills, and capabilities as well as their products so that they can gain sustainable competitive advantages. Another important construct is customer equity was viewed as similar concept as a financial asset measured and managed by organizations in previous studies. That is, organizational activities have an impact on customer brand preferences, and customers’ brand choices develop the basis of customer equity. This customer equity is developed from value equity, brand equity, and relationship equity. A company’s long-term value is decided by relationships with its customer. In other words, customer equity can be “the sum of discounted value of lifetime value of all customers.” According to an additional study, “customer equity is potential financial value that all customers have at present and in the future.”Brand equity is customer’s expectation and appraisal to the brand. Also, it is created through company’s marketing activities and affected by customer’s experiences and associations related to the brand. Value equity refers to what customers assess the objective value of the product or service provided by the company. Customers choose a productby calculating perceived quality, price, and utility of product compared to their expectation. This process is relatively objective and reasonable. Relationship equity is the customer’s tendencyto stick with the brand. Customer relationship can be made by repurchase, shift from other company, and new purchase. Companies can enhance the relationship with customers by various activities and relationship programs. Relationship equity can be attributed to these kinds of efforts. The last important construct is customer engagement behaviors. These behaviors are created though the relationship with organization. They can be described by cognitive response and emotional status. That is, customer engagement behaviors are spontaneous reaction based on the relationship with organization. This study defines customer engagement behaviors as five variables. First, cooperation refers to customer’s advice to the company for the better product or service based on their previous experiences. Cooperation-based behaviors canreduce workload of suppliers and spread positive services to other customers. The second variable is feedback. Customers give information and guideline so that the company can pursue high quality of product or service. Also, companies can find a better way to improve themselves. Third, compliance means that customers try to behavior complying with company’s structure, rules, and process. Not every customer can agree with the process of company, so only engaged customers show these behaviors. The fourth variable is customer’s behaviors helping other customers. That is, engaged customers are willing to give useful information and explain company’s process to other customer. These customers act like a second employee of the company. The last variable is word of mouth. Word of mouth is the passing of positive information from satisfied customers to other organizations or other customers. In this context, the author conducts a survey using developed measures. The sample consists of 300 dental device suppliers and their dentist customers who participated in Seoul International Dental Exhibition & Scientific Congress 2014 (SIDEX 2014). The author then analyzes the data to empirically test suggested hypothesis using structural equation modeling (M-PLUS 6.11). The results suggests that (1) customer equity that is related to the organization has a positive impact on customer affection and customer engagement, (2) perceived service climate can moderate the customer equity-customer engagement relationship, and (3) customer confidence does not significantly moderate this relationship. On the basis of the findings, the author highlights the service attributes of dental device suppliers and their impacts on customer engagement. This study extends the existing approach of organization performance and improvement to the interaction between suppliers and customers whose engagement is significantly important. This study also explores organizational behaviors in response to customer engagement in a specific condition, that is, dental device industry.

본 연구는 간호 · 간병통합서비스병동 간호사가 인식하는 윤리적풍토와 인간중심간호와의 관계에서 간호전문직관의 매개효과를 검정하는 서술적 상관관계 조사연구이다. C시와 P시 소재 상급종합병원과 종합병원의 간호 · 간병통합서비스병동에서 근무하는 172명의 간호사를 대상으로 2021년 8월 15일부터 9월 2일까지 자료조사를 실시하였다. 수집된 자료는 기술통계, t-test, ANOVA, Pearson 상관관계분석, 위계적 회귀분석을 활용하여 분석하였다. 연구 결과, 대상자가 조직의 윤리적 풍토를 긍정적으로 인식할 수록, 간호전문직관이 높을수록 인간중심간호를 더 잘하였다. 간호전문직관은 윤리적풍토와 인간중심간 호간의 관계를 부분 매개하였다. 본 연구는 간호 · 간병통합서비스병동 간호사를 대상으로 인간중심간호 의 영향요인을 확인한 것에 그 의의가 있다. 연구 결과를 토대로 인간중심간호를 적극적으로 실천할 수 있도록 긍정적 윤리적풍토를 조성할 수 있는 리더십을 개발하여야 하며, 간호전문직관을 향상시킬 수 있는 중재방안이 필요할 것이다.

This study is a descriptive research study conducted to identify the effects of nursing professionalism on the relationship between ethical climate and person-centered care among nurses in comprehensive nursing care service. A data survey was collected from August 15 to September 2, 2021 among 172 nurses working in comprehensive nursing care service of higher general hospitals and general hospitals in cities C and P. Data were analyzed using descriptive statistics, t-test, ANOVA, Pearson's correlation and hierarchical regression with SPSS/WIN 23.0. As a results, the more positively the nurses perceived the ethical climate of the organization, and the higher the nursing professionalism, the better the person-centered care. And nursing professionalism mediated the relationship between ethical climate and person-centered care. Based on the results of the study, in order to actively practice person-centered care should develop leadership that can create a positive ethical climate, and intervention programs are needed to improve the nursing professionalism of individual nurses.

본 연구는 한국의 자동차 판매 대리점의 종사원들을 대상으로 서비스 분위기의 선행요인과 결과요인에 관한 모델을 실증 분석하였다. 즉, 고객지향성과 심리적 임파워먼트가 서비스 분위기에 미치는 영향과 서비스 분위기가 서비스 성과(역할내 성과와 역할외 성과)에 미치는 영향을 분석하고 조직동일시가 서비스 분위기-서비스 성과 관계에 조절역할을 하는지에 관한 연구이다. 실증분석 결과, 조직동일시가 서비스 분위기-역할내 성과의 관계에 조절역할을 할 것이라는 가설을 제외하고 모든 가설들이 채택되었다. 즉, 영업직원이 인식하는 조직동일시는 영업직원의 지각된 서비스 분위기와 역할외 성과 간의 관계에서는 조절효과를 보였으나, 영업직원의 지각된 서비스 분위기와 역할내 성과 간의 관계에서는 조절효과를 보이지 않았다. 이는 대리점의 영업직원들은 주로 영업성과 즉 역할내 성과가 자신의 보상과 직결되는 거의 유일한 요소이기 때문이라는 추측을 가능하게 한다. 연구 결과에 근거하여 연구적 시사점과 실무적 시사점을 제시 하였다. 기존 연구에서는 임파워먼트와 고객지향성을 서비스 분위기의 하나의 속성, 혹은 결과요인으로 다뤘으나, 본 연구에서는 지각된 서비스 분위기의 선행요인으로 분석했다는 데에 선행연구와의 차별성이 있다. 본 연구는 주로 대리점을 연구의 대상으로 하였는데, 향후 직영점 채널에서 조직동일시의 효과를 검정해 볼 필요가 있다

This research tested a model involved in the antecedents and consequences of service climate. Specifically, the study determines (a) the relationship between both psychological empowerment and customer orientation and perceived service climate, (b) the influence of perceived service climate to service performance, including in-role and extra-role performance, (c) the role of organizational identification in moderating the relationship between perceived service climate and service performance. The present study contributes to the literature on service climate in that both perceived empowerment and customer orientation were used as antecedents of service climate, which have usually been treated as consequent variables in the previous studies. Our empirical findings indicated the positive effect of both psychological empowerment and customer orientation on perceived service climate, which, consequently led to a positive influence on service performance as hypothesized. this result suggests that salespeople who have a customer orientation tend to increase not only their feelings of obligation and positive reciprocity but also feeling of self-enhancement. The more salespeople were empowered, the stronger their recognition of being supported by the company. In addition, organizational identification positively moderated the relationship between the perceived service climate and extra-role performance, which was in accordance with the research of Zang et al.(2011) suggesting the positive role of social identity. However, the results did not provide support for the moderating effect of organizational identification on the relationship between the perceived service climate and in-role performance. This could possibly occur for this reason. The sample of the present study was drawn from Korean automobile salespeople who work for the car dealerships. Because car agents generally have more transactional and contractual relationships with one of the major manufacture companies, salespeople in the agents are considered to have lower quality of relationships with a car manufacture firm than salespeople recruited by the firm have. Thus, organizational identification of salespeople in the agents do not affect the relationship between service climate and in-role performance. In contrast, salespeople in the agents have stronger social exchange relationship with the agent to which they belong, which consequently leads them to go beyond the call of duty for the agent. We also found that higher perceived service climate was associated with improved service performance. This result is in accordance with that of Zang et al.(2011) and that of Tang and Tang(2011). The high level of service climate perception indicates that car agents value salespeople's customer-oriented selling behaviors and care about their well-being. Social exchange theory, as mentioned to above, provide a major explanatory foundation for perceived service climate. Feeling supported and valued by the agents probably can enhance salespeople’s adaptive selling behaviors which lead to the sales growth of the agents. Our study’s findings also suggest the perceived service climate serves as an integral mediating mechanism between customer orientation and service performance and between psychological empowerment and service performance. Salespeople with a stronger customer orientation enjoys the process of satisfying customer needs and feels higher level of self-achievement than Salespeople with a weaker customer orientation. The Korean automobile dealerships are recommended to focus more on fostering the individual level of empowerment than the organization-based empowerment. In order to enhance the individual level of empowerment, the dealerships should offer various human resources programs to increase their motivation, aspirations, and a sense of being supported. Considering that a salesperson with a strong customer orientation help customers make purchase decisions that satisfy the long-term wants and needs of customers, it may be helpful for managers to evaluate salespeople’s selling performance in a long-term base rather than assess them in a monthly base. This study has several limitations. First, this research was conducted with a convenience sample from only independent automobile dealerships of a single manufacturer. It is necessary to investigate sample from manufacturer-owned dealership as well, which may lead to produce different moderating effects of organizational identification from that of the present study. Second, more antecedent variable of perceived service climate need to be added to expand the present research such as personality, attitudes, and knowledge sharing.

본 연구의 목적은 초등예비교사들이 갖는 기후변화 과학의 기초개념에 대한 이해를 확인하는 것이다. 이 를 위해 초등예비교사 72명(남 28, 여 44)을 대상으로 기후변화 과학의 기초개념인 온실효과, 기후변화의 원 인, 해수면상승에 대해 글과 그림으로 설명하도록 요 구하는 검사지로 조사하여 분석하였고, 참여자들의 설 명에 대해 귀납적이고 반복적인 분석을 통해 표현 모 델을 도출하였다. 연구결과, 예비교사들이 표현 모델 은 온실효과에 대해 4가지 요소, 기후변화의 원인에 대해 2가지 요소, 해수면 상승에 대해 2가지 요소로 구 성되어 있었다. 각 요소에 대한 설명을 귀납적으로 범 주화한 결과, 온실효과 유형 4가지, 기후변화 원인 유 형 3가지, 해수면 상승 유형 3가지가 도출되었다. 또한 각 유형의 빈도를 분석하여, 예비교사들이 주로 표현 모델이 무엇인지 확인하였다. 그 결과, 초등 예비교사 들의 지식 중 온실효과는 9.72%, 기후변화 원인은 40.3%, 해수면 상승은 43.06%만이 과학 개념과 유사한 것으로 나타났다. 이를 바탕으로 과학 개념 형성을 돕 기 위한 지도방안에 대해 논의하였다.

The purpose of this study was to examine the understanding of elementary school pre-service teachers of the basic concepts of climate change science. To this end, 72 elementary school pre-service teachers (28 males, 44 females) were surveyed using a questionnaire that asked them to explain the greenhouse effect, causes of climate change, and sea level rise in words and pictures. The students’ expressed models were identified through inductive and iterative analysis of the participants’ explanations. As a result of the study, the pre-service teachers’ expressed models consisted of four elements for the greenhouse effect, two elements for causes of climate change, and two elements for sea level rise. As a result of inductively categorizing the explanations for each element, four types of greenhouse effects, three types of causes of climate change, and three types of sea level rise were identified. In addition, the frequency of each type was checked to confirm the pre-service teachers’ main expressed models. Elementary school pre-service teachers showed that 9.72% of their knowledge about the greenhouse effect, 40.3% about the causes of climate change, and 43.06% about sea level rise were similar to scientific concepts, and based on this, they discussed teaching methods to help form scientific concepts.

본 연구는 기후변화에 대한 공익광고의 효과를 유용성이라는 개념을 중심으로 알아 보고자 하였다. 대학생들을 대상으로 설문조사를 진행한 결과 소비자의 특성인 자아 효 능감이 높은 사람들은 공익광고에 대한 유용성을 높게 지각하고 있었다. 자아 효능감이 높은 사람들은 기후변화 공익광고에 대한 기능적 태도도 호의적인 것으로 나타났다. 하 지만 자아 효능감과 공익광고에 대한 쾌락적 태도는 유의미한 관계가 없었다. 다음으로 공익광고에 대한 유용성을 높게 인식하는 사람들은 기후변화 공익광고에 대한 기능적 인 태도와 쾌락적 태도가 모두 긍정적인 것으로 나타났다. 하지만 유용성 인식이 높은 사람들이 기후변화 문제를 해결하기 위한 행동에 적극적으로 참여하는 것은 아닌 것으 로 나타났다. 기후변화 공익광고에 대한 기능적 태도가 호의적인 사람들은 문제해결에 대한 참여행동의도가 높았지만 쾌락적 태도가 좋은 사람들은 참여의도에 차이가 없는 것으로 나타났다. 이러한 연구 결과는 공익광고의 유용성 인식의 중요성을 보여주며 기 후변화 공익광고가 어떠한 경로로 인식되는지 학문적인 의미를 가진다. 또한 기후변화 에 대한 효과적인 공익광고 집행에 대한 실무적인 시사점을 제공하고 있다.

This study tried to investigate the effect of public service announcements on climate change, focusing on the concept of usefulness. As a result of conducting a survey on college students, those with a high sense of self-efficacy, perceived the usefulness of public service announcements highly. People with high self-efficacy also showed favorable utilitarian attitude toward public service announcements. However, there was no significant relationship between self-efficacy and hedonic attitude toward public service announcements. Next, it was found that both utilitarian and hedonic attitudes toward public service announcements were positive for those who perceived the usefulness of public service announcements highly. However, it was found that people with a high awareness of usefulness did not actively participate in actions to solve climate change problems. People with a favorable functional attitude toward public service announcements had a higher intention to participate in problem solving, but those with a favorable hedonistic attitude showed no difference in their intention to participate. The results of this study show the importance of the usefulness perception of public service announcements and have academic significance in how climate change public service announcements are recognized. It also provides practical implications for effective implementation of public service announcements on climate change.

This paper reviewed the relationship between safety climate(superior attitude, education, precaution, communication, and job load) and safety performance(safety compliance and safety participation), and the moderating effects of gender and age. Based on the responses from 288 employees, the results of multiple regression analysis appeared as follow; 1) superior attitude effects positively on safety compliance and safety participation, but, job load effects negatively on safety compliance and safety participation. 2) precaution effects positively on safety participation. 3) education and precaution are more positively related with safety compliance and safety participation in female employee than in male employee. 4) education is more positively related with safety compliance and safety participation in older employee than in younger employee.

이 연구에서는 예비교사들이 기후위기 주제 교육자 료를 재구성하고, 상호동료교수법 활용을 통해 팀별로 수업실연 준비와 실제로 수업실연을 하는 과정에서 나 타나는 특징을 심층 분석하여, 과학관련 사회 이슈를 다루는 지속가능발전교육 교사 전문성 함양을 위한 시 사점을 도출하고자 하였다. 연구결과, 예비과학교사들 은 교육과정을 횡적으로 분석하여 교과통합적인 요소 를 추출해내는 전문성은 갖추고 있는 것으로 나타났으 나, 이를 실제 수업실연을 통해 사회문제해결 과정과 통합시켜 융합적인 과학수업을 실행하는 것에는 어려움을 느끼고 있는 것으로 나타났다. 또한 이 연구를 통 하여 예비과학교사들은 상호동료교수법 활용 수업실 연 준비 및 경험을 바탕으로 현장과학교사가 되었을 때, 자신만의 특화된 전문성을 갖는 것의 중요성을 생 각하게 된 것으로 분석되었다. 이 연구에서 적용한 상 호동료교수법 활용을 통해 다양한 전공의 예비교사들 이 서로의 전문성을 공유하면서 융합수업 설계와 실행 의 과정을 함께 경험할 수 있도록 기회를 주는 것은 예비교사들의 융합교육 교사전문성 향상에 크게 도움 이 될 것으로 생각한다.

This study is to implicate for analyzing the expertise of Education for Sustainable Development (ESD) dealing with science-related social issues by reorganizing educational materials on climate crisis topics and analyzing in-depth class performance preparation and actual class by pre-service science teachers. As a result of the study, it was found that pre-service science teachers have the expertise to analyze the curriculum horizontally and extract subject-integrated elements, but it is difficult to perform convergent science classes by incorporating them into the social problem-solving process in actual classes. In addition, it was analyzed that through this study, pre-service science teachers came to think about the importance of having their own specialized expertise when they become school teachers through preparation for their classes integrating science-related social issues. Through the application of the reciprocal peer teaching applied in this study, giving pre-service science teachers of various expertise an opportunity to experience the process of designing and implementing integrated science classes while sharing their expertise will greatly help them improve their convergence education.

본 연구는 서비스 종업원과 고객이 서비스접점에서 지각하는 접점통제에 대하여 논의하고, 이들 통제 지각에 영향을 미치는 조직 분위기(organizational climate perceptions)와 이들 통제 가 효과를 미치는 정서적 결과를 검토한다. 우선 서비스접점에서 종업원이 지각하는 접점통 제는 서비스지향적 분위기, 업무효율적 분위기와 같은 분위기 지각으로부터 어떤 영향을 받 으며, 그들의 직무만족과 고객만족과 서비스품질에 대해서는 어떠한 영향을 미치고 있는지 를 파악한다. 그리고 고객의 통제지각과 관련하여, 서비스접점의 물리적 환경이나 서비스 종 업원이 보여주는 상호작용 공정성으로부터 어떤 영향을 받으며 고객만족과 서비스품질 평가 에 어떤 결과를 가져다주는지를 검토한다. 또한 서비스접점에서의 종업원-고객 상호접촉 (employee-customer interface) 특성을 고려하기 위해 고객과 종업원 통제지각 사이의 연관성 을 파악하고 이들 통제 변수가 상대방의 정서적 평가에 대해 어떤 영향을 미치는지를 확인 한다. 서비스 종업원과 고객 자료를 동시에 고려한 실증분석을 통하여 이들 당사자들의 서 비스접점에 대한 통제지각은 서비스접점에서 중요한 역할을 하고 있음을 확인할 수 있었다. 구조방정식 결과에 의하면 조직 분위기 변수는 종업원과 고객의 통제지각에 유의한 영향을 미치는 것으로 나타났다. 그리고 종업원과 고객의 서비스접점 통제지각은 정서적 결과에 중 요한 영향을 미치고 있음을 확인하였다.

This paper explores the conceptual characteristics and construct about the perceived control over the service encounter simultaneously. This study examines the climate perceptions factors and the perceived control on emotional effects. In the concrete, the first, the service oriented climate and work efficiency climate are related to the job satisfaction, the customer satisfaction, and the service quality through the mediation of a service provider's self-reported perceived control of the service situation. The second, physical environment and interaction fairness are related to a customer satisfaction and service quality through the mediation of a service customer's self-reported perceived control of the service situation. And the last, interaction fairness was proposed to affect directly a customer satisfaction of the service situation. In the empirical study which used dyad of service provider and customer of the service situation, structural equation modeling presented a well-fit evidence that the perceived control in service encounter and emotional effects are influenced by their proposed antecedents. It was found that the organizational service climate factors have direct affect on the customer and employee's perceived control in the service encounter, and the customer and employee's perceived control impacts on emotional effects.

본 연구는 다문화가족지원센터의 조직풍토, 다문화실천역량 그리고 직무착근도에 대하여 알아보고, 이들 간 관 계의 영향력을 구조방정식 모형으로 분석하였다. 연구대상자는 경기도와 서울 지역에 있는 7개의 다문화가족지원센터 에 근무하는 다문화 실천가들로 총 175명이며, 자료는 구조화된 설문지를 통하여 수집되었다. 수집된 자료에 대해 SPSS Statistics 20.0 및 Amos 21.0 프로그램을 이용해 기술통계 분석, 요인분석과 구조방정식 모형분석이 이루어졌 다. 연구 결과는 첫째, 다문화 실천가의 조직풍토, 다문화실천역량 그리고 직무착근도의 평균값은 5점 총점에 3.5 이 상으로 긍정적으로 나타났다. 세부적으로 보상인센티브(M=3.33)와 업무배정(M=3.27)이 낮게 나타났고. 다문화역량에 대해 다문화실천기술(3.27)이 가장 낮게 나타났다. 직무착근도의 하위요인 중 적합성(Mean=3.79)이 매우 높게 나타났 으나 연계(Mean= 3.19)와 희생(Mean= 3.02)은 낮게 나타났다. 둘째, 다문화실천역량은 직무착근도에 양의 방향으로 유의미한 영향을 미쳤으며(표준화 계수=0.426, C.R.=5.293, p<.001), 조직풍토가 직무착근도에 미치는 영향에 간접효 과를 나타냈다. 셋째, 조직풍토는 다문화실천역량에 양의 방향으로 유의미한 영향을 미쳤고(표준화 계수=. 206, C.R.=2.499, p<.05), 또한 직무착근도에 양의 방향으로 유의미한 영향을 미쳤다(표준화 계수=0.488, C.R.=6.131, p<.001). 연구 결과에 따라 조직풍토의 개선과 다문화역량의 강화로 인한 다문화 실천가들의 직무착근도를 향상시키 는 실천적, 정책적 함의가 제시되었다.

This research examined organizational climate, multicultural practice competence, and job embeddedness of multicultural family service center and studied on the structural relationship among these variables. The study samples are 175 multicultural practitioners at 7 multicultural family service centers located at Seoul and Gyunggi-Do. The study data was analyzed with descriptive analysis, conformatiory factor analysis and structural analysis by SPSS Statistics 20.0 and Amos 21.0. The study results are as follows. First, organizational climate, multicultural practice competence, and job embededness of multicultural family service centers appeared to be posive by the mean value of 3.5 out of 5. Specifically, work reward and incentives(M=3.33) are relatively low, multicultural practice skills(3.27) are lowest among multicultural practice competence sub-factors and fitness is the highest(Mean=3.79) among job embededness sub-factors. Second, multicultural practice competence have a positive effect on job embededness(Ɓ=0.426, C.R.=5.293, p<.001), and has a mediating effect between organizational climate and job embededness. Third, organizational climate has a positive effect on multicultural practice competence(Ɓ=.206, C.R.=2.499, p<.05) and has a positive effect on job embedednes(Ɓ=0.488, C.R.=6.131, p<.001). Based on the study results, it was suggested to improve job embededness of multicultural practitioners by changing organizational climate and improving multicultural practice competence.

본 연구는 다문화가족지원센터의 직무 재교육이 직무만족도에 미치는 영향을 조직풍토와 다문화역량의 매개 효과를 중심으로 분석하였다. 이를 위해 경기도와 서울 지역에 있는 8개의 다문화 가정지원센터와 건강가정다문화가 족지원센터에 근무하는 180명의 다문화 실천가들에게 구조화된 설문지를 배포하여, 이중 응답이 부실한 5개의 설문지 를 제외하고 175개의 설문지가 사용되었다. 수집된 자료는 Amos 21.0 프로그램을 통해 다변량 구조방정식 모형으로 분석되었으며 SPSS 20.0 프로그램으로 빈도분석, 기술통계, 상관분석, 신뢰도를 검증하였다. 연구결과에 따르면 직무 재교육은 조직풍토와 다문화역량에 직접적으로 유의미한 영향을 주었으며, 조직풍토는 직무만족도에 직접적 영향을 미쳤다. 직무 재교육은 직무만족도에 직접적 영향을 미치지 않았으나 조직풍토를 완전매개하여 직무만족도에 유의미 한 영향을 주었다. 다문화역량은 직무만족도에 유의미한 영향을 미치지 않음으로써 재교육과 직무만족도 사이의 매개 효과가 있지 않은 것으로 나타났다. 연구결과에 따라 직무만족도 증가를 위한 실천적 개입과 후속 연구에 대한 제언 이 제시되었다.

This study analyzed the influence of career-education on job satisfaction in the multicultural family service centers focused on the mediating effects of multicultural practice competence and organizational climate. A self-reported questionnaire survey was done on 180 multicultural practitionser in Seoul and Kyunggi Do. A total of 175 copies were used for final analysis with ones insincerely made were excluded. Collected date underwent Multivariate structural equation model analysis using AMOS 21.0 and frequency, descriptive, and corelation analysis were made using SPSS 20.0. Statistical program. The study results revealed that career-education directly affect organizational climate and multicultural practice competence, and organizational climate directly affected job satisfaction. Career education did not affect job satisfaction, but organizational climate had complete mediating effect in the structural equation model. Additionally multicultural practice competence didn't have an effect on job satisfaction and mediating effect in the structural equation model. Based on the results, intervention strategies to increase job satisfaction of multicultural practitioners and future study implications were suggested.

Purpose: In the context of the hospitality sector, where perceived service climate (SC) and job satisfaction (JS) are key drivers of exceptional customer experiences, the present study investigates the influence of SC on JS and its subsequent impact on customer satisfaction (CS). This research addresses a significant gap in understanding the interconnected dynamics between these variables, particularly the role of JS as a mediator in the SC-CS relationship. Design/methodology/approach: A structured quantitative approach was implemented, utilizing an online questionnaire distributed to frontline employees in five-star hotels in Saudi Arabia. Data from 521 valid responses were analyzed using the PLS-SEM to evaluate the relationships and mediation impact within the proposed model. Findings: The study demonstrates that SC significantly enhances JS and boosts CS. Further, JS substantially acts as a critical predictor for improving CS. In addition, JS plays a statistical intermediary role in linking SC to CS, shedding light on its crucial role in enriching the overall customer experience within hospitality services. Research limitations/implications: This study, focused on frontline employees in Saudi Arabian five-star hotels, may not generalize to other hospitality sectors, roles, or regions. Future research on budget hotels or SMEs could offer broader insights, while comparative studies may uncover sector-specific needs. Instead of JS, examining other mediators or moderators, such as leadership style, employee engagement, or psychological capital, could further clarify the SC-CS relationship in hospitality sectors. Originality/value: The study addresses a significant gap in research by offering real-world evidence from the hospitality industry, where studies linking SC, JS, and CS are limited, specifically within the context of five-star hotels in Middle Eastern nations such as Saudi Arabia. Guided by social exchange theory, the study offers new insights into how a positive SC boosts employee satisfaction and customer experience.

The food service industry has been growing consonantly so far and, as a consequence, such development of the industry is demanding individual employees of the industry for the ability to make work-related decisions for themselves based on their expert skills and knowledge. Most importantly, the industry is emphasizing the significance of voluntary career improvement of the individual employees. Specifically, in terms of what the employees of the food service industry do, since the employees keep dealing with customers and since their work environments continuously change, and career improvement to actively cope with such changes in the environment has been a main assignment not only to the individual employees but also food service corporations. In the light of that, this study selected employees of the food service corporations as research subjects and with this structurally-related hypothesis that learning organization climate of employees' organizations has significant effects both on protean career orientation and career satisfaction set up, the study conducted an empirical analysis to verify the hypothesis using SPSS and AMOS. As a result, learning organization climate of the food service corporations turned out to have a positive influence on protean career orientation and career satisfaction. Based on what had been learned above, the study came up with a few key implications as follows. First of all, the study is considered academically significant in that it had empirically confirmed findings of previously-conducted researches and had presented a possibility of a new argument as analyzing the structural relations among all those contemporary career concepts, protean career orientation, learning organization climate and career satisfaction.

The importance of ecosystem service such as green spaces has risen due to restrictions on outdoor activities amid the climate crisis and COVID-19. While gardens significantly impact economic development, quality of life, and social well-being, comprehensive studies on their multidimensional values are lacking. This research categorizes garden values into social, cultural, environmental, and health dimensions and proposes an integrated assessment framework that introduces detailed elements and evaluation methods. An empirical assessment of carbon storage index in two Korean gardens, Semiwon and Juknokwon, reveals Semiwon's higher carbon storage per unit area. The proposed framework, emphasizing a quantitative approach, enables cross-national and regional comparisons, contributing to a broader understanding and evaluation of garden values beyond specific facilities.

미국의 조사기관인 ‘Pew Research Center’에 의하면, 2018년 한국의 스마트폰 보급률은 94%로 세계 1위인것으로 나타났다(pewglobal.org). 또한 통계청(2016)의 조사에 따르면, 우리나라 이동전화 가입자 수는 6,130만명에 달해 국민 100명당 123에 이르는 것으로 나타났다(kosis.kr). 국민 대다수가 스마트폰을 갖고 있는 상황에서 스마트폰 수리와 관련된 서비스수요도 점차 많아질 것으로 예상된다. 이러한 상황에서, 본 연구는 스마트폰 수리서비스를 받아본 경험이 있는 소비자를 대상으로 서비스만족에영향을 미칠 것으로 예상되는 변수인 서비스품질, 서비스분위기의 고객지각, 서비스진정성, 서비스기사신뢰, 서비스가치 및 고객참여 등을 선정한 후 그들 간의 관계를 이론적 배경을 토대로 가설화하였다. 구체적으로, 서비스품질, 서비스분위기의 고객지각, 서비스진정성 및 서비스기사신뢰를 독립변수로, 서비스가치를 매개변수로, 서비스만족을 종속변수로 설정하였다. 그리고 서비스가치와 서비스만족 간에 고객참여를 조절변수로설정하였다. 이러한 연구모형을 검정하기 위해 서비스센터를 방문해 스마트폰 수리를 받아 본 경험이 있는응답자 415명을 표본으로 선정하여 분석하였다. 분석결과는 다음과 같다. 첫째, 서비스품질, 서비스분위기의고객지각, 서비스진정성, 서비스기사신뢰는 모두 서비스만족에 정적인 영향을 주는 것으로 나타났다. 둘째, 서비스품질, 서비스분위기의 고객지각, 서비스진정성, 서비스기사신뢰는 모두 서비스가치에 영향을 주는 것으로 나타났다. 셋째, 서비스품질 외에 서비스분위기의 고객지각, 서비스진정성, 서비스기사신뢰 등은 모두 서비스가치를 통해 서비스만족에 영향을 주는 매개효과가 있는 것으로 나타났다. 넷째, 서비스가치와 서비스만족간에 고객참여는 조절효과가 있는 것으로 나타났다. 서비스가치와 서비스만족 간의 관계는 고객의 참여를크게 지각할수록 커지는 것으로 나타났다. 다섯째, 서비스만족에 미치는 총효과는 서비스분위기의 고객지각, 서비스기사신뢰, 서비스진정성, 서비스품질 등의 순으로 나타났다. 따라서 서비스만족에 서비스분위기의 고객지각이 가장 큰 영향을 미치는 것으로 나타났다. 이러한 연구결과를 토대로 이론적·실무적 시사점을 기술하였고, 연구의 한계와 향후의 연구방향에 대해서 기술하였다.

According to a survey conducted by the Korean Statistical Information Service(KOSIS) in 2016, the number of mobile phone subscribers in Korea reached 61.3 million, reaching 123 per 100 people. With the majority of the population having mobile phones, demand for services related to mobile phone repair is expected to increase gradually. In this study, we selected service quality, customer-perceived service climate, service authenticity, service engineer trust, service value, and customer participation which are expected to affect service satisfaction for consumers who have experience of smart phone repair service. Specifically, service quality, customer-perceived service climate, service authenticity, and service provider trust were set as independent variables, service value as a mediator, and service satisfaction as a dependent variable. And customer participation as a moderating variable between service value and service satisfaction. To test this research model, 415 respondents who have visited the service center and received the smart phone repair services were selected as a sample. The results of the analysis are as follows: First, service quality, customer-perceived service climate, service authenticity, and service provider trust all have a statistically significant effect on service satisfaction. Second, service quality, customer-perceived service climate, service authenticity, and service provider trust all affect service value. Third, besides service quality, customer-perceived service climate, service authenticity, and service provider trust all showed mediating effects on service satisfaction through service value. Fourth, customer participation has a moderating effect between service value and service satisfaction. The relationship between service value and service satisfaction increases as the customer perceives greater participation. Fifth, the total effect on service satisfaction was in order of customer perception of service climate, service engineer trust, service authenticity, and service quality. Therefore, the customer perception of service climate has the greatest influence on service satisfaction. This research makes some contributions to service marketing literature. First, this study attempts to examine the authenticity focusing on behavior of service provider. Second, this study extends the theoretical framework of service provider trust by establishing the affects on service value, and service satisfaction. This theoretical framework provides a new perspective for understanding customers’ service evaluation. Based on the results of this research, we describe about managerial implications of the results.

호텔 업무환경은 다양하고 임의적인 고객의 요구를 즉각적으로 해결해야 하는 상황이 빈번하게 일어나는 특성을 가지고 있으며, 이러한 상황에서는 종사원이 조직의 공식적인 보상시스템과 상관없이 고객과 다른 구성원들을 자발적이며 적극적으로 돕는 조직시민행동이 요구된다. 본 연구의 목적은 조직시민행동(OCB)의 선행변수인 지각된 서비스분위기(PSC), 조직동일시(IO)와 OCB, 그리고 결과변수인 서비스수행과 OCB의 영향관계를 실증하는 데에 있다. 이를 위해 서울시내 특급호텔의 식음료부 종사원들을 대상으로 총 350부의 설문지를 배포하여 이중 총 263부를 회수하였다. 회수된 자료는 SPSS와 AMOS 7.0을 이용하여 구조모형 방정식을 통해 분석하였다. 분석결과 PSC와 OCB, IO와 OCB, IO와 서비스 수행, 그리고 OCB와 서비스 수행 간에 유의한 정(+)의 영향관계가 있음이 밝혀졌다. 이러한 결과에 근거하여 서비스수행을 증진하기 위한 이론적‧실무적 시사점을 제시하였다.

The purpose of this study was to examine the dynamic relationships among organizational citizenship behavior(OCB) and perceived service climate(PSC), organizational identification(IO), and service performance. Data were collected from 242 hotel employees of upscale hotels in Seoul on March, 2012. To achieve this, the hypothesized relationships were tested using SPSS and Amos through structural equation model. The findings indicated that PSC and IO were significant predictors of OCB. And both OCB and IO had positive impacts on service performance of the hotel employees. Based on these results, some theoretical and practical implications were suggested.

The purpose of the current study is to examine influences of service climate on such various factors as internal service quality(ISQ), employees' satisfaction, and their commitment to the organization. In order to attain the research objectives, the current study implemented the review of literature on service climate and other related constructs. In so doing, several research hypotheses addressing the relationship among those constructs were developed. The empirical results showed that service climate has significant influences on ISQ and satisfaction and consequently both ISQ and satisfaction significantly influences on organizational commitment. Upon to the research findings, the current study suggested to continuously check out the organizational service climate and to enhance it in order to attain the objectives of the organization. At the same time, however, several limitations found in the current study were identified; and the ways to overcome those limitations were proposed for the future studies.

This study empirically examines the relationships among perceived service climate, affective commitment and service-oriented organizational citizenship behaviors. This study employed a questionnaire survey to test the hypotheses. A total of 365 employees working at in hotel corporations participated in survey, 350 data were used for statistical analysis after the elimination of inadequate sample. Structure equation modeling was used to examine the hypotheses. The results of this study are as follows. First, perceived service climate was positively related to affective commitment. Second, affective commitment was positively related to three types of service-oriented organizational citizenship behaviors - loyalty, service delivery, and participation. Finally, the summary, implications and limitations of the results with the future tasks were suggested.

기업환경의 격화 속에서 서비스기업들은 보다 나은 서비스를 제공하기 위한 노력을 경주중에 있다. 고객에게 제공되는 서비스의 개선을 위한 다양한 연구들 중에서 서비스를 제공하는 종업원들의 서비스제공능력에 영향을 미치는 여러 선행변수들에 대한 관심 또한 함께 증대하고 있다. 본 연구에서는 이러한 종업원들의 서비스제공능력을 제고시키는데 영향을 미치는 선행변수로서 조직의 서비스풍토, 그리고 종업원들의 조직몰입이 어떤 영향을 미치는지를 살펴보고자 하였다. 이를 위해 본 연구에서는 이론변수들에 대한 문헌고찰을 실시하였고, 이를 토대로 각 이론변수들간의 관계를 가설로 설정하여 실증적으로 검증하고자 하였다. 실증분석 결과 조직의 서비스풍토는 종업원들이 지각하는 조직에 대한 몰입, 그리고 종업원들의 서비스제공능력간의 관계에 대한 가설은 모두 검증되었으며, 이에 따른 학문적 실무적 시사점을 함께 제안하였다.

Growing competition in the services industry asks service organizations to provide more quality service to customers. Accordingly, many service organizations have focused on the improvement of service quality. The extant literature suggests that it is necessary to have a service-oriented culture/climate in the organizations since it can foster the service quality improvement. It has also been known that service climate influences many elements being critical for the service quality improvement. To this vein, the current study attempted to address the relationship among service climate and other related variables for the quality service. Specifically current study focused on the construct of service climate, organizational commitment, and service delivery capability by the extensive review of service quality literature. Research hypotheses were established based on the literature review and those were empirically tested by using the samples of retail bank employees. The results of empirical study showed that all proposed research hypotheses were supported by the serious of empirical testing. Upon to the research findings, the research and managerial implications were introduced. At the same time, however, several limitations found in the current study were identified; and the ways to overcome those limitations were proposed for the future studies.