• Journal of the Korea Academia-Industrial cooperation Society
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• v.21 no.8
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• pp.205-214
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• 2020

This study was undertaken to identify the impact of bad customer behavior, job burnout, and positive psychological capital, on the job embeddedness of nurses. Data was collected from July 1 to July 31, 2019 using a structured questionnaire, enrolling 198 nurses working at three general hospitals located in 2 metropolitan cities. Data were analyzed by applying t-test, ANOVA, Scheffe' test, Pearson's correlation coefficients, and multiple regression, using the SPSS/WIN 21.0 program. Our results indicate that bad customer behavior significantly correlates with job burnout (r=0.24, p=<0.001), positive psychological capital (r=-0.37, p=<0.001), and job embeddedness (r=-0.48, p=<0.001). Moreover, job burnout had a positive impact on psychological capital (r=-0.44, p=<0.001) and job embeddedness (r=-0.31, p=<0.001), whereas positive psychological capital impacted job embeddedness (r=0.49, p=<0.001). Multiple regression analysis revealed that bad customer behavior (β=-0.34, p<0.001), positive psychological capital (β=0.32, p=0.004), and position (β=-0.19, p=0.001) had maximum influence (38%) on the level of job embeddedness experienced by nurses. Taken together, results of this study indicate that in order to increase the level of job embeddedness of nurses, it is necessary to develop strategies that eradicate and manage bad customer behavior, and also develop programs that strengthen and develop positive psychological capital.

• Culinary science and hospitality research
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• v.18 no.5
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• pp.45-62
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• 2012

The purpose of this study is to secure the basic data for the physical environment of an eco-friendly restaurant by surveying and analyzing customer perceptions of the servicescape of an eco-friendly restaurant and to verify the organic causation of the servicescape of an eco-friendly restaurant and customer perceived value, attitude and behavior intention. The samples for empirical analysis were selected from the customers over 20 years who lives in Seoul and Kyung-gi suburbs have experienced visiting eco-friendly restaurant or green restaurant more than once a month. Total 300 copies of questionnaire were distributed for the survey from the second day to the fifteenth day of April for 14 days, and total 264 (88.0%) copies of survey questionnaire except for some questionnaires that had much strong lean tendency or the missing value was discovered. The research results are as follows; when a customer recognizes an eco-friendly restaurant favorably, he or she considers that servicescape plays an important role in deciding perceived value through tangible and intangible perceived values. Since, customer perceived value has a positive effect on attitude and behavior intention, the customer considers as affected on his/her behavior intention when satisfied with the eco-friendly restaurant, which is considered that positive customer attitude will have an effect on behavior intention. Thus, it is considered based on this in-depth analysis result that maintaining and providing servicescape of high standard in the manager's perspective will have a direct effect on ensuring tangible outcomes.

• The Journal of the Korea Contents Association
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• v.11 no.9
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• pp.267-274
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• 2011

The purposes of the study is builded upon previous researches to set up research model and investigate the relationship among store image, customers' emotional responses and behavior intention. For achieving study purposes, research model and hypotheses were set up after reviewing previous researches. The data were collected from a sample of 296 customers of department store, then used to conducted an empirical analysis. The results showed the significant relationship were partially found among store image, emotional responses and behavior intention. Objective store image influence positive emotions, indirectly influence behavior intention through positive emotions, but objective store image don't influence negative emotions. Subjective store image influence shoppers' positive emotions and negative emotions, and indirectly influence shoppers' behavior intention through positive emotions and negative emotions. This study has provided a variety of theoretical and practical implications for retailers to set up marketing strategies.

• The Journal of the Korea Contents Association
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• v.21 no.12
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• pp.250-263
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• 2021

This study tries to understand the Infectious disease recognition and perceived risk of the COVID19 of air traveller on risk reduction behavior and tourist destination switching intention. The study method was to conduct a online survey research targeting air travelers with airline experience within a year. The empirical survey was conducted between Jun 2 and Jun 24, 2021, and 250 valid questionnaires were analyzed. data analysis was conducted using SPSS 20.0 and AMOS 23.0 the hypothesis was tested through structural equation modeling. First, Infectious disease recognition of the COVID19 has effect on perceived risk and risk reduction behavior. Second, perceived risk of the COVID19 has effects risk reduction behavior, but has no effect on tourist destination switching intention. Third, risk reduction behavior has effect on tourist destination switching intention. The findings has significant implications for infectious disease recognition and perceived risk of the COVID19, risk reduction behavior, tourist destination switching intention and academic researchers. This study has shown that infectious disease recognition of the COVID19 is critical for preventing the spread of infectious diseases.

• Journal of Fashion Business
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• v.17 no.2
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• pp.136-150
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• 2013

This study investigates the effect of customer emotions on customer evaluation and behavior intention. The subjects used in this study were customers of a fashion shop in Sunchon South Korea. The questionnaires were conveniently sampled from July 2010 to August, 2010. Questionnaire data from 335 customers of a national brand were analyzed through a reliability analysis, factor analysis, and multiple regression analysis. The results of this study are as follows. First, emotions of customer were divided into 2 patterns, positive emotion and negative emotion. Second positive emotion have significant (+) influences on the trust and negative emotion have significant (-) influences on the trust. Third positive emotion have significant (+) influences on the customer orientation and negative emotion have significant (-) influences on the customer orientation. Forth, the emotions of customer have a considerable impact on the interaction intention. And the positive emotion have significant (+) influences on the word-of-mouth intention and negative emotion have not a considerable impact on it. Fifth the positive emotion have significant (+) influences on the attitude toward store and repurchase intention, and negative emotion have significant (-) influences on the attitude toward store and repurchase intention.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.6
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• pp.3829-3836
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• 2015

The actual complaint handling response of the company serves as an important success factor for the company to reduce defection rate of customers who have complaints. In this regard, this study sought to divide the company's complaint handling response into substantial compensation, favorable employee behavior and organizational procedures, empirically verify the effects of the customer's justice perception on trust and satisfaction, and thus to present the importance of the company's actual response. To this end, the data obtained from a survey of 210 customers who filed complaints directly to the company was analyzed using SPSS and AMOS. The research results can be summarized as follows. The compensation for customers with complaints has a significant effect on justice, and the favorable employee behavior also has a significant effect on justice. In addition, the organization procedures about handling complaints have a significant effect on justice. Especially the justice as justice perception was found to affect the future behaviors of customers such as trust and satisfaction. Based on these findings, this study presented implications and suggested future research.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.15 no.10
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• pp.6076-6083
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• 2014

Service recovery research has been conducted on the premise that service problems can be returned to the original condition. This study, however, focused on irrecoverable service problems for the first time and classified them according to the types and sub-types. The specific wants of customers who experienced unrecoverable service problems were identified by analyzing the customers' emotion, behavior pattern, and the company's responses. The results revealed three main types of problems and 2 categories in group 1, 6 categories in group 2, and 2 categories in group 3. In particular, damaged items and bodily harm were frequent problems, and bodily harm was recognized as the most severe failure. Regarding the customers' emotion, the customers were so enraged at the audacity and the company still showed many problems in terms of its response to the service failures. This study also suggested the analysis results of the customers' behavior and company evaluation.

• Information Systems Review
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• v.14 no.3
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• pp.115-129
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• 2012

A matchmaking system is a type of recommender systems that provides a set of dating partners suitable for the user by online. Many matchmaking systems, which are widely used these days, require users to specify their preferences with regards to ideal dating partners based on criteria such as age, job and salary. However, some users are not aware of their exact preferences, or are reluctant to reveal this information even if they do know. Also, users' selection standards are not fixed and can change according to circumstances. This paper suggests a new matchmaking system called Decision Tree based Matchmaking System (DTMS) that automatically adjusts the stated standards of a user by analyzing the characteristics of the people the user chose to contact. AMMS provides recommendations for new users on the basis of their explicit preferences. However, as a user's behavioral records are accumulated, it begins to analyze their hidden implicit preferences using a decision tree technique. Subsequently, DTMS reflects these implicit preferences in proportion to their predictive accuracy. The DTMS is regularly updated when a user's data size increases by a set amount. This paper suggests an architecture for the DTMS and presents the results of the implementation of a prototype.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.25 no.4
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• pp.76-82
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• 2017

I studied existing research and thesis which are relating emotional labor, job-related stress, and service level to set up the structural model and potential factors that form this structural model. The result showed that emotional labor is affecting job-related stress, service delivery level and customer-oriented activities. And service delivery level is affecting customer-oriented activities under 95% confidence levels. Also from the analysis of group survey by working group, check-in agent's emotional labor is affecting on job-related stress, service delivery level and customer-oriented activities. And service level is affecting on customer-oriented activities. By the result of how emotional labor and customer-oriented activities are related, I strongly believe it contributed the study of emotional labor theory.

• Distribution Business Review
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• no.3
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• pp.105-119
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• 2003

인터넷 전자상거래와 TV홈쇼핑 상품 구매가 활성화됨에 따라 인터넷 쇼핑몰과 TV홈쇼핑의 소비자 행동특정을 비교 분석하여 두 집단간에 통계적으로 유의한 차이자 있는지 분석하고 이에 대한 마케팅 시사점을 제시하고자 한다. 교차분석 및 T-검정 등을 활용한 통계분석 결과 인터넷 상품구매와 TV 홈쇼핑을 각각 선호하는 두 집단간에 정보수집 등 사전준비 요인, 제품에 대한 편리성 및 서비스 요인 인터넷 사용 환경 풍의 요인에서 두 집단간에 통계적으로 유의적인 차이가 존재하는 것으로 밝혀졌다. 인터넷 전자상거래나 TV 홈쇼핑 업체들은 두 집단간의 이러한 차이 특성을 충분히 고려하여 인터넷 또는 TV 홈쇼핑 마케팅 전략을 운영하여야 할 것이다. 특히 소비자들의 통신판매 제품에 대한 관심이 높아져가 것을 감안하여 대 고객 관계마케팅(CRM)시스템 부문 강화, '상품배송' 면에서 비용 절감과 고객 만족을 위한 SCM 구축방안 개발에 주력하여야 할 것이다.