• The Journal of Asian Finance, Economics and Business
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• v.8 no.11
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• pp.67-77
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• 2021

The aim of this study is to investigate the role of employee engagement as a mediator between the High-Performance Work System and the Service-Oriented Organizational Citizenship Behavior (Service-Oriented OCB). Furthermore, work-life balance as a moderator, the impact Service-Oriented OCB on customer satisfaction will be investigated. This study employs a quantitative methodology for which questionnaires were distributed to sixty restaurants in Karachi, and a sample of 418 responses was collected for structural equation modeling analysis. Smart PLS software was used to analyze the structure model. The results show that HPWS has a positive impact on Service-Oriented OCB. It is assumed that the role of work engagement as a mediator between HPWS and Service-Oriented OCB is significant. This study found that Service-Oriented OCB has a positive impact on customer satisfaction. Work-life balance was also found to have a moderating influence. The findings confirmed the black box mechanism and the HPWS procedures in restaurants. This study suggests implementing effective HPWS practices to influence employees' work engagement, which leads to Service-Oriented OCB and employees being able to optimize their performance to influence customer satisfaction. The study contributes to the existing body of knowledge in human resource management.

• Korean journal of food and cookery science
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• v.8 no.1
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• pp.31-41
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• 1992

This study has made use of the work sampling for work analysis and productivity of food service institutions centering on 3 general hospitals of 400∼600 beds and centralized service system in Seoul. The results were as flollows; 1. In the mean work percent of dietitians: The indirect work functions marked the highest, as it was 22.0% for the direct work functions, 57.4% for the indirect work functions and 20.6% for the delays. Among the indirect work functions, the decreasing order was original clerical (38.1%), instruction or teaching (8.5%), conference or interview (8.5%), and appraisal (2.3%). 2. In the mean work percent of clerical personnels: The direct work functions (67.2%) marked the highest. Among those, routine clerical was 64.3%, and receiving was 2.8%. 3. In the mean work percent of workers: The direct work functions (77.4%) marked the highest. Among those, the decreasing order was service (24.7%), cooking (22.5%), cleaning (18.2%), and transportation (10.3%). 4. Work percent per labor hour: Dietitians usually continued to work even during the lunch time. In case of clerical personnel working in turn, work percent was high even during the lunch time, however in the other case, it was very low. It was shown that the workers had lunch and break time after every their service. 5. The number of meals served per labor hour were 6.3 meals, and labor time spent per served meal 9.8 minutes.

• Journal of Nutrition and Health
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• v.35 no.2
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• pp.263-271
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• 2002

The purpose of this study was to determine the standard work time of dietetic staff through work sampling methodology in school flood service systems. Work measurement through work sampling methodology was conducted in five conventional, five commissary and five joint management flood service systems over two consecutive weeks in October 1999. Statistical analysis was performed on the SAS/Win 6.12 package program for Kruskal-Wallis test and multiple comparison. Observed data were satisfied with a confidence level of 95% and a confidence interval of $\pm$ 0.05. The results of this study can be summarized as follows. The actual time spent by dietetic staff members in conventional, commissary, joint-management flood servile systems was 2,394, 2,521 and 2,110 minutes per week, respectively. Transportation time of each flood service systeml and ILO allowance rate (11%) was applied. Thus, the standard work time per week of dietetic staff members in conventional, commissary, joint-management flood service systems was 2,746.14, 2,861.58 and 2,520.81 minutes, respectively. The standardized index was 1.04, 1.08 and 0.95 men in conventional, commissary, and joint-management flood service systems, respectively. Regardless of the school flood service system, those with "the duty of cooking and distribution management" had the longest labor time, while those with "duty of nutritional education" had the shortest labor time.

• Safety and Health at Work
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• v.9 no.4
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• pp.441-446
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• 2018

Background: The emotional labor performed by organization members affects psychological well-being at the individual level, which consequently affects results at the organizational level. Moreover, despite evidence that the customer orientation and service level of nurses greatly affect hospital management, studies that comprehensively analyze emotional labor, work burnout, and work engagement related to customer orientation and service level are lacking. This study investigated relationships and paths by designing a model of the effect of emotional labor performed by nurses on the level of service delivery and customer orientation. Methods: This survey-based study was based on a path analysis designed to verify a hypothesized model involving emotional labor performed by nurses, level of service delivery, customer orientation, work engagement, and burnout. Questionnaires were distributed to 378 nurses in general hospitals with more than 500 beds located in Seoul, Republic of Korea, between March 25 and April 8, 2013. Results: The results showed that deep acting and work engagement had direct and indirect effects on increasing the level of service delivery and customer orientation of nurses. However, surface acting had an indirect effect on reducing the level of service delivery and customer orientation. Conclusion: It would be more effective to develop interventions to enhance deep acting and work engagement than to attempt to reduce surface acting and work burnout in clinical nursing settings.

• Journal of Korean Public Health Nursing
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• v.37 no.1
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• pp.97-110
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• 2023

Purpose: This study sought to determine the effect of the competence of nurses and their, work environment on the quality of nursing service in long-term care hospitals using the Donabedian model as a theoretical framework. Methods: This descriptive investigative study analyzed nursing competency, the work environment, and nursing service quality in a group of 182 nurses directly in charge of patient care at long-term care hospitals in special cities, metropolitan cities, and small and medium-size cities. The data were analyzed using IBM SPSS/WIN 27.0 version. Results: In long-term care hospitals, nurses' competence (r=.674, p<.001) and work environment (r=.444, p<.001) were correlated with quality of nursing service, and the nurses' competence was correlated with the work environment (r=.443, p<.001). The factors affecting the quality of nursing service in long-term care hospitals were competence, the work environment, and the age of nurses. Conclusion: In this study, both competence and the work environment of nurses were observed to be important factors in improving nursing service quality in long-term care hospitals. Therefore, efforts aimed at enhancing these factors are necessary to ensure the high quality of nursing service in these hospitals.

• Korean Journal of Occupational Health Nursing
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• v.30 no.3
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• pp.79-89
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• 2021

Purpose: This study aimed to confirm the mediating effect of work-life balance organizational culture in the relationship between work-life balance and quality of nursing service for clinical nurses. Methods: Participants included 224 nurses from four hospitals located in D city. Data was collected from 3 to 21 August 2020 using a self-report questionnaires. Descriptive statistics, t-test, one-way ANOVA, Scheffé test, and Pearson's correlation coefficient were used for analysis. The mediating effect was assessed by Baron and Kenny's three-step hierarchical regression analysis and bootstrapping methods. Results: There were significant relationships between work-life balance and work-life balance organizational culture (r=.45, p<.001), work-life balance and quality of nursing service (r=.18, p=.005), and work-life balance organizational culture and quality of nursing service (r=.34, p<.001). Also, work-life balance organizational culture (β=.32, p<.001) showed a total mediating effect on the relationship between work-life balance and quality of nursing service. Conclusion: The development and provision of programs that can improve the work-life balance and establish an organizational culture that supports it will help improve the quality of nursing services.

• Journal of East-West Nursing Research
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• v.27 no.1
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• pp.22-31
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• 2021

Purpose: This study aims to examine the relationships between the self-leadership, role conflict, nursing work environment, and quality of nursing service in comprehensive nursing care service wards and identify the factors that affect the quality of nursing service. Methods: The data were collected from 158 nurses working in comprehensive nursing care service wards from three general hospitals with 200 beds or more in Seoul, Korea. The data were analyzed by descriptive statistics, t-test, ANOVA, scheffe test, Pearson's correlation coefficient, and multiple linear regression analysis of enter method using SPSS/WIN ver 22.0 program. Results: The factors of quality of nursing services were self-leadership (β=.44, p<.001), nursing work environment (β=.17, p=.014), and the work experience in comprehensive nursing care service wards (β=-.15, p=.035) explaining 32% of the total variance. Conclusions: The results indicated that self-leadership, work experience in the comprehensive nursing care service wards, and nursing work environment affect the quality of nursing services of nurses in the comprehensive nursing care service wards. It is necessary to make efforts for seeking various intervention strategies and improving nursing work environment.

• The Korean Journal of Health Service Management
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• v.6 no.4
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• pp.255-265
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• 2012

The purpose of this study was to analyze the service needs and role awareness of military hospital coordinator to provide basic data for establishing the role of military hospital coordinator and facilitating efficient, systematic work performance. Questionnaires were used to survey military hospital out patients for 25 days from July 13 to August 11. 2011. The subjects were 616 outpatients. Research results, the recognition of higher awareness of the military hospital coordinator to perform the work to know if the work performed was low awareness of the present in the generally. High service needs was generally presented among outpatients that perceived the work performed by the military hospital coordinator, and most of the work preformed in the service needs was higher, showed a high needs. The results of this study showed that military hospital outpatients presented low role awareness but high level of service needs for military hospital coordinator. Establish roles of military hospital coordinator and provide for systematic performance if so can military hospital will contribute to improving service satisfaction.

• 한국사회복지학회:학술대회논문집
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• 2004.04a
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• pp.535-559
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• 2004

While the endeavor to introduce the service activity in the college education is enlarged, the object of this study is to introduce the concept of service learning in social work education. The 'content centered service-learning' is focusing on the practical education, the liaison and participation in community and the promotion of civil awareness which are very important in social work education that focuses on the interest and participation in the human and social problem as practical study. This study contemplates the educational effect of the course of social work combined with service learning. This study verifies the self-efficacy, the altruism, the change of social responsibility of students and the effect by carrying out the course of social welfare and service activities side by side. To evaluate the effect of service learning, pre and post test and qualitative analysis in journal of service activity, the discussion during the class and the mid and final term evaluation were done. Through the service learning, students showed the promotion in self-esteem, the altruism, the social responsibility, the self insights as a social worker and were able to have the chance to consider their future job. From the view point of local centers, it was evaluated that the service activity of students was helpful to the institutions and the clients, and that the liaison between the community agency and the college and the experience of integration of service learning and the course of social welfare was helpful too. Based on the above mentioned results, this study provide some recommendations in implementation of service-learning as the teaching methodology of social work.

• Journal of Family Resource Management and Policy Review
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• v.12 no.1
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• pp.21-39
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• 2008

The purpose of this study was to investigate service support programs for the work-family balance in the community. Service support programs in the community are at beginning stages of development, because it has taken about 10 years to put a self-governing system into practice in Korea. This study concentrates on service support programs developed by various service organizations in the city and does not include any rural districts. First, the developmental process of the work-family balance model and type of the service support program in the community were studied. Next, the situation of care service support was examined based on written articles. Finally, a few suggestions were made f3r work-family balance in the community. The developmental situation of work-flmily balance in Korea is in a stage which is shifting from the company-leading model to a family-company-community model. The most common type of service support program offered in the community until now has been the informal sector through relatives, neighbors or friends. However, service support programs, in the public sector by the government and in the voluntary sector by nonprofit organizations and corporations, has rapidly been growing and the number of services from each sector has also increased. Profit organizations in the private sector, such as medical and care service centers, are also now rapidly increasing. It appears that service support programs contributing to the work-family balance in the community come from a number of sectors, including public, voluntary, private and informal sectors, to suit consumer needs.