Dr. SW Jeong, Prof. WH Na, JH Jeong South Korea

1. The Effects of Empowerment Methods of Vocational Rehabilitation onService Quality and Consumer Satisfaction • Dr. SW Jeong, Prof. WH Na, JH Jeong • South Korea

2. Background to Empowermental VR in Korea Purpose of the Study Background Theories Methodology Results Discussion Ⅱ III IV V Ⅵ Ⅰ

3. Ⅰ. Background to Empowermental VR in Korea 1. New policy 2. Paradigm shifts

4. Background to Empowermental VR in Korea IMPROVEMENT RIGHTS OF PEOPLE WITH DISABILITIES Ⅰ • Amendment of • Welfare of Disabled Persons Act, 2007 • Disability • Anti-discrimination Act, 2007. • Special Education Act for disabled person, 2007

5. Contribution to Society Independent Living Make Choices, Self-determination … Background to Empowermental VR in Korea Ⅰ Paradigm Shifts Medical Model to Social Model Rehabilitation Paradigm to Empowerment Paradigm

6. Ⅱ. Purpose of the Study • Research question

7. the Purpose of the Study Ⅱ • Identify … • Composition Factors of Empowermental VR • the Factors Impacted • upon Service Quality • the Factors Impacted • upon Consumer Satisfaction • the Composition Factors • of Empowermental • VR Service Methods ? • Relation with • Service Outcomes ? • (Service Quality , • Consumer Satisfaction)

8. Ⅲ. Background Theory 1. Consumer Empowerment 2. Service Quality 3. Consumer Satisfaction

9. Definition of terms Background Theory Ⅲ Empowermental Methods

10. VR Counseling Empowerment Framework Background Theory Ⅲ CONSUMER EMPOWERMENT VOCATIONAL REHABILITAION COUNSELOR VOCATIONAL REHABILITATION CONSUMER KOSCIULEK, 2004, P.42 CONSUMER INFORMED CHOICE COUNSELOR- CONSUMER WORKING ALLIANCE CONSUMER SELF- DETERMINATION

11. Definition of terms Background Theory Ⅲ Service Qualification

12. Background Theory Service Quality Ⅲ • Using techniques and Knowledge • What the service is for? • What does the service fulfill ? • psycho-social response • the relationship between counselor and consumer • service from staff • service environment • facilities and equipments used at service Non-technical Technical Environmental

13. Definition of terms Consumer Satisfaction

14. Ⅳ. Methodology 1. Participants 2. Procedure

15. 30 Organizations : 450 Subjects The Vocational Competency Development Center the Vocational Rehabilitation Facilities the Vocational Rehabilitation Centers Respondent Total 314 (70%) Used for analysis : 242 Methodology Participants Ⅳ 1

16. Methodology Participants Ⅳ 1

17. Methodology Participants Ⅳ 1

18. Procedures 2 Pretest Subject Conclusion Literature Review Second Consultation Surveys Empowermental Methods ; Key Factors 3 8 Data Coding Questionnaire First Consultation Exploratory Factor Analysis, Cronbach α 1 2 4 5 6 7 4 9 10 Hierarchical Multiple Regression Analysis 11 12

19. Ⅴ. Results • The Composition Factors of Empowermental service methods • The Effects on Service Quality • The Effects on Consumer Satisfaction

20. ■ Counselor-Consumer Working Alliance The Composition Factors 1 Counselor -Consumer Working Alliance Counselor-Consumer Working Alliance BONDS GOAL TASK

21. ■ Informed Choice The Composition Factors 1 Informed Choice Informed Choice Choice Techniques Training Choice Skills Training Agency Information Service Information Employment Information

22. ■ Self-determination The Composition Factors 1 Self- determination Self- determination Learning Self Determination Skill Agency Support Acknowledge of Self & Career Self Determination Behavior Agency Support Self Determination Behaviors

23. The Composition Factors 1 Informed Choice • Serviceinformation • Choice skill training Working alliance Empowermental VR service Self-determination • Self-determination Behaviors • Agency Supports

24. ■ Service Quality The Composition Factors 1 Service Quality Service Quality Facilities & Environmental Quality Facilities & Environmental Quality Program Quality Program Quality Personnel Service Quality Personnel Service Quality

25. ■ User Satisfaction The Composition Factors 1 Consumer Satisfaction Consumer Satisfaction Outcome Satisfaction Responsiveness Total Satisfaction Total Satisfaction Overall Satisfaction User Participation & Choice Outcome Satisfaction

26. Results Program Quality Ⅴ • Working Alliance • Service Information • Agency Support

27. Results Personnel Service Quality Ⅴ • Working Alliance • Service Information • Choice Skill Training • Agency Support

28. Results Facilities & Environment Quality Ⅴ • Working Alliance • Agency Support

29. Results Outcome Satisfaction Ⅴ • Working Alliance • Learning Self-determination Skill

30. Results Overall Satisfaction (Choice & Participation) Ⅴ • Working Alliance • Agency Support

31. Service Quality Consumer Satisfaction Self-determination Counselor-Consumer Working alliance Informed Choice Program * working-alliance * service information * agency support Personnel service * working-alliance * service information * choice skill training * agency support Facilities & environment * working alliance * agency support Outcome * working alliance * learning * self-determination skill Overall Service (choice & participation) * working alliance * agency support ■ The Effects on Service Quality and Consumer Satisfaction VR service

32. Ⅴ.Discussion • Enhance working alliance • Change systems to enhance informed-choice • Change service methods to facilitate self-determination

33. Thank you E-mail : twinrose71@naver.com