• Management & Information Systems Review
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• v.31 no.4
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• pp.445-467
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• 2012

Service is delivered to customers through interactions between service personnel and customer that will influence encounter outcomes. During service encounter, physical, psychological, emotional elements will be put into the service delivery. Thus, the purpose of this paper was to understand the rapport in hospitality & service encounter and examine the relationship between service provider's interaction, customer's participation and relationship belief. The research findings indicated that service provider's interaction and customer's participation were positively related to rapport. Furthermore, rapport which a customer feels from employee was found to contribute greatly to successful relationship beliefs with customers.

• Journal of dental hygiene science
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• v.9 no.3
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• pp.265-270
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• 2009

This research provides the point of view by operating SPSS(14.0) about effective management and marketing focusing on customer by comparing and analyzing the effect which affects loyalty for the dental clinic and the rapport occurring when the dental worker communicates affirmatively with customers. The data was gathered from 300 customers visiting to a private dental clinic through the self-administered questionnaire in Jinju, Gyeng-nam. The communication(.017) and value property(.006) of service provider affects the rapport significantly. Last, the trust(.000), value property(.023) and the rapport(.000) affect the loyalty-a result variable-significantly.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.17 no.2
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• pp.129-136
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• 2016

This was a methodological study that verified the validity and reliability by translating and modifying the Korean Version of LRM (leader rapport management) tool. This study verified the content validity, construct validity, concurrent validity and convergent validity on 200 nurses working in general hospitals. The LRM tool was analyzed using a total of 3 factors (ego, autonomy, association) and 12 items. The reliability of this tool (Cronbach's ${\alpha}$) was 0.83 to 0.86. The tool showed a high level of reliability and validity. The difference from preceding studies showed that the LRM is a measurement tool that considers multi-dimensional aspects, and it can provide the basic material of report management methods in diverse aspects for clinical nurse managers.

• Proceedings of the Korean Institute of Navigation and Port Research Conference
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• 2013.06a
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• pp.379-381
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• 2013

상황에 따라 사회적 구조가 바뀌는 것은 우리 사회가 역동성을 띠고 있다고 할 수 있다. 어떤 조직이나 마찬가지이지만 상호 소통하기 위해 커뮤니케이션의 중요성은 막대하다. 이러한 커뮤니케이션의 중요성은 VTS에서도 찾아볼 수 있는데, 상황을 마인드 모델에 적용시켜 VTS가 가지는 특수한 상황을 분석하고, 심리적으로 적용하여 VTSO와 user와의 관계에 좀 더 신뢰를 쌓을 수 있는 방안을 모색해 보았다.

• Journal of Korean Society for Quality Management
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• v.48 no.3
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• pp.361-379
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• 2020

Purpose: The purpose of this study was to investigate the relationship between employee authenticity and customer loyalty. This study also examined whether rapport positively mediated the above relationship. In addition this study address the moderating role of customer emotional intelligence in the relationship between employee authenticity and rapport. By developing moderated a mediation model, we addressed indirect conditional effect of customer emotional intelligence on the relationship between employee authenticity and customer loyalty via rapport. Methods: The survey data was collected by customers who used various services in Korea. The main hypotheses were tested using a cross-sectional design, with questionnaires administered to 292 customers. Results: The result of empirical analysis has shown that employee authenticity was significantly positively related to customer loyalty. We have also found that rapport positively mediated the relationship between employee authenticity and customer loyalty. While there was a significant moderating effect of customer emotional intelligence on the relationship between employee authenticity and rapport, the moderated mediating role of customer emotional intelligence was found. Conclusion: The results provide useful theoretical and practical implications to the organizations and managers who want to improve customer loyalty. Future research directions with the limitation of the study were discussed.

• Trans-
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• v.7
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• pp.103-121
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• 2019

In some documentary films, there are interviews, but in some other ones, there aren't any. As for the documentaries with interviews, the director uses talking heads to suggest their own arguments and to have audience agree. It is evident that interviews play a key role since they lead the story of a human-related documentary. Some directors prefer interviews where directors' questions and interviewees' answers are both heard. On the other hand, there a re directors who carry out the story just by using the answers from the interviewees. Then, it becomes crucial that we understand both of these styles and have new perspectives when watching documentary films. Ethics has always been considered one of the most important factors in documentaries and since they are believed to be "true," the influence documentaries have on the society is enormous. However, possibilities of exaggerating or manipulating the "truth" always exist. Therefore, it is important for the audience to identify the intentions of the director. As a matter of fact, there have been countless researches being done, but it is difficult to find studies that discuss the ways interviews are used in documentary films. The two different styles mentioned above do have huge differences in terms of directing methods. Thus, taking a look at differences from diverse angles will help us better understand the essentials of documentary films. This study will take examples from the interviews in Michael Moore's (2002), (2007) and observe how the flow of interviews can change when the voice of the director gets involved. There will also be a close examination of interviews in Kim Ilran and Hong Ji Yoo's (2011), and (2005) directed by Jim Butterworth, Aeron Lubarsky, and Lisa Sleeth, as well as Sebastian Junger and Tim Hetherington's (2010). By a careful review, use of dissolve, cross-cutting, and flashback will be analyzed to show how different editing techniques have an impact on subjective views of the director.