• Journal of the Korean Applied Science and Technology
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• v.35 no.4
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• pp.1120-1133
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• 2018

The purpose of this study is to validate the failure attribution factors affecting emotional changes after a failed service by local restaurant users, and the relapse effects of the perceived failure of a customer's brand relationship. In this study, the implications of this study can be divided into the null theory and the homogenous theory, in which the study of the relationship between individual belief that influences the null theory and the post-gender emotional response is minimal. The independence of the crash response (angerous VS compassion) has been equally validated as building a belief-gathering-emotion three-step model. First, emotional BRQ (intimate and love) has a reduction effect on controllable geeks, and behavioral BRQ (relative existence) has an extended effect on controllable geeks. From a management perspective, restaurant managers should be less aware of the repeatability of a customer's service failure and call for customer sympathy. Integratedly, restaurant managers must control the customer's perception of service failure and restore the impact of the customer's BRQ on emotional reactions. A variety of service recovery measures should be established and the cerumen should be controlled. In addition, since BRQs have different effects on anger and sympathy (extended VS), different service failure recovery plans should be presented depending on the characteristics of the customer BRQ. For example, measures such as monetary compensation or fair dealing, emotional distribution to close and loving customers, and persuasion of reciprocal benefits to interdependent customers should be developed according to circumstances. This study explored the effectiveness of the geeks after a service failure and has limitations that do not take into account the various regulatory factors in the BRQ-return-Empression process. Thus, in further studies, the effects of adjusting service failure strength should be considered and a more complete model should be built.

• Journal of the Korean Home Economics Association
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• v.42 no.1
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• pp.115-132
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• 2004

본 연구는 아동의 일상 심리학이 그들의 문화에 따라 다르게 나타나는지를 알아보고자 한 것이다. 이러한 발달적 보편성의 문제를 해결하기 위해, 우선 한국 아동과 미국 아동의 타인 행동에 대한 설명을 비교하였다. 또한 서로 다른 문화를 반영할 수 있는 분석 틀을 고안하여. 이러한 서로 다른 분석 틀에 따라 두 나라 아동의 행동설명이 어떻게 다르게 나타나는지를 비교하였다. 본 연구에서는 미국식 범주인 '내적-외적' 법주와 한국식 범주인 '개인-관계-상황' 범주를 사용하였다. 연구결과. 두 나라의 아동은 타인의 행동설명에서 차이를 보여주었다. 미국 아동은 한국 아동에 비해 심리 '내적' 요인과 '개인적' 요인을 더 많이 사용하였으며. 한국 아동은 타인의 '상황적' 조건을 더 많이 고려하여 행동을 설명하였다. 그러나 두 문화권의 아동은 행동설명 과제에서 모두 '내적' 요인과 '개인적' 요인을 다른 요인보다 더 많이 선호하였으며. 오직 '상황적' 요인의 고려에서만 발달적 차이를 나타내는 공통점을 보여주었다.

• Journal of Service Research and Studies
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• v.9 no.4
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• pp.97-114
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• 2019

The relationship quality and recovery of service failures perceived by consumers play an essential role in affecting the service provider's image and sales in terms of the highly involved service industry. In particular, implementation of successful relationship marketing strategies and effective recovery of service failures provide greater satisfaction for customers expecting customized services and reinforce the relationships between the companies and consumers. Based on these previous studies, this research conducted to find out the causal relationship between the variables influencing service recovery expectations and word of mouth(WOM) by approaching the severity of service failures from the perspective of relationship marketing and attribution theory. For the empirical analysis of this research, we conducted a questionnaire surveys of 360 service users of beauty salons, who have experienced in high-involvement services, and utilized 333 questionnaires for the final analysis. The hypothesis was experimented using the Structural Equation Model(SEM), and the results are as follows. First, we identified that the higher the customer perceived the severity of the service failure, the lower the quality of the relationship. Second, we verified that service users observed service failure as a temporary and uncontrollable factor as they distinguished service quality as higher. Third, the hypothesis that customers recognize service failures as a temporary one has a positive impact on service recovery expectation level is determined through empirical analysis. Forth, it was figured out that the higher the perceived quality of the relationship with the service provider, the higher the service recovery level expected by the consumers. At the same time, the hypothesis that optimism for service recovery expectation affects positive word of mouth has been verified. The results of this study help develop the customer-oriented business model of the service companies. Furthermore, the academic significance in that it suggested a new direction for the research of high-involvement service marketing.

• Convergence Security Journal
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• v.17 no.2
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• pp.173-183
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• 2017

This study is for presenting the factors about success attribution that fit the korean security service conditions and developing the actual analysis of measurement tools by investigating the success factors of the security service agents. To this end, conducted a meeting from the fully open questionnaire at first, and then formed the semi-structured questionnaire, finally carried out the survey from the closed questionnaire and analyzed data from SPSS 21.0, AMOS 21.0 and developed the measurements. It was conducted from December, 2014 to June, 2015. This survey was conducted of 170 security guards after the verification of the content validity though the pilot survey and presented the success attribution factors and standards on the basis of the result form this survey. At the first and second analysis process, the success attribution factors of the guards consisted of inner qualities, external qualities, induction factors for inner qualities, and induction factor for external qualities. On analysis of the final data and documents, however, at the third analysis, the success attribution factors of the guards consisted of 'martial arts and physical ability'(4 questions), 'attitudes to work'(3 questions), 'support for the working environment'(3 questions), 'organized business skills'(3 questions), 'attitudes to the duty'(3 questions), and 'coping with crises(2 questions).

• Korean Journal of Social Welfare
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• v.56 no.4
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• pp.173-194
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• 2004

According to modified labeling theory, because persons with mental illness internalize the stigma of the public, they anticipate discrimination or rejection by others. Such reactions may have negative effects on both psychological and social functioning. We propose that perceived stigma are central to understanding the poor adjustment of mental patients. This study was conducted by the survey with 377 mental patients in order to discover the pathways by which perceived stigma affected life satisfaction and self-esteem. The major findings of the study were : 1) Perceived stigma has a direct effect on life satisfaction as well as indirect effect through patients' experience of discrimination. 2) Perceived stigma has no direct effect but indirectly affected self-esteem through patients' experience of discrimination and internal attribution of discriminatory situations. Based on these findings, consumer-initiated anti-stigma campaign were discussed.

• The Journal of the Korea Contents Association
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• v.20 no.12
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• pp.112-122
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• 2020

This study analyzed how KBS's 'Type and Format', 'Professionalism' and 'Infectious Disease-related Issues' appear in the media news related to Corona-19 under the three periods of 'discovery', 'diffusion' and 'recovery'. According to an analysis of a total of 473 media news, In all three periods, 'Straight Report' and 'Information Delivery Frame' were high to inform the truth of the infectious disease. In addition, the 'transmission of facts' frame was more used than the emotional transmission in reporting the risk situation. However, the proportion of 'moral evaluation frames' in the second phase was relatively high, and the proportion of non-professional journalists was still overwhelmingly higher than professional journalists. Meanwhile, infectious disease-related issues had the most content on 'infection control', and relatively little information on how to deal with them. Based on the above findings, this study suggested the implications of 'Increased in-depth and professional press coverage', 'Refrain from moral evaluation frames' and 'a comprehensive presentation of various infectious disease-related information'.

• Korean Journal of Culture and Social Issue
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• v.14 no.1_spc
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• pp.33-46
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• 2008

The purpose of this study was to analyze the negative circumstances of Korean education and to provide some suggestions in terms of cultural psychology. Researcher considered the negative situation as Han(恨) to Korean people and analyzed it with the cultural psychological theories. In Korean culture, Han(恨) could be overcome by Shinmyeong which is known as a Korean unique positive emotional experience. According to results of a recent research, Han has been thought that it was the negative feeling from loss of self-worth, and Shinmyeong might be the feeling related with retrieval of self-worth. On the base of discussion about Shinmyeong, several psychological solutions to negative circumstances of Korean education were proposed.

• Asia Marketing Journal
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• v.2 no.2
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• pp.86-113
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• 2000

본 연구는 환경지향제품구매와 재활용행동을 설명하기 위한 것으로 Schwartz 가 제기한 규범이론에 관한 이론고찰과 실증분석을 병행하고 있다. 규범이론의 핵심은 사회규범을 개인의 행동으로 전환시키는 과정을 설명하는 것이다. 규범이론에 따르면 환경지향제품구매와 재활용과 같은 이타적 행동은 사람들이 일종의 추상적이고 객관적인 방식으로 동의하는 도덕적 행동에 관한 사회규범으로 시작된다. 그러나 사회규범은 행동을 지배하기에는 너무 일반적이고 소원하다. 따라서 이러한 사회규범은 개인적 차원에서 우리들 각 개인에게 적응되어 개인규범이 된다. 사회규범은 사회적 구조의 차원에서 존재하는 반면 개인규범은 강력하게 내면화 된 도덕적 태도가 된다. 개인이 규범을 내면화 했지만 이에 따라 행동하지 않을 수도 있는 데 상황에 적절하도록 개인규범이 정의되어야 한다. 규범이론은 주어진 상황에 적절하도록 사회규범을 개인규범으로 정의하도록 유도하기 위해서는 바로 행동결과지각과 책임귀인지각이 개입되어야 한다고 제기하고 있다. 본 연구는 이상의 규범이론에 근거하여 소비자의 환경지향제품구매행동과 재활용행동을 설명하고자 다음 세 가지 연구목적을 설정하였다. 첫째, 사회규범이 개인규범의 형성에 어떠한 영향을 미치는가? 둘째, 사회규범이 내면화 된 개인규범은 환경지향제품구매행동과 재활용행동에 직접적인 영향을 미치는가? 셋째, 규범이론은 조절변수가 개입되는 경우 개인규범이 행동으로 전환되는 것이 더욱 용이해진다고 제기한 바, 조절변수의 하나인 환경지향행동결과의 중요성지각의 영향을 검증하고자 한다. 연구결과, 환경문제가 개입된 상황에서 사회규범은 개인규범의 형성에 강한 영향을 미치며 개인규범은 다시 환경지향제품구매와 재활용행동에 영향을 미치는 것으로 나타났다. 그리고 환경지향행동결과의 중요성지각 역시 개인규범이 환경지향제품구매행동으로 전환되는 과정에서 조절적 역할을 함으로서 양변수간 관계를 더욱 강화하는 변수임을 연구결과는 제시하고 있다. 그러나 개인규범-재활용행동사이에서의 조절적 역할은 없는 것으로 나타났다.

• Journal of the Korean Home Economics Association
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• v.38 no.6
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• pp.101-116
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• 2000

This study integrated mother's control behavior of child's misbehavior within social domain analysis and the framework of attributional models of social cognition. The purpose of this study was to identify, compare and contrast maternal attributions and control responses according to child's age and domains of social behavior, and to investigate that mother's social cognition factors(authoritarian attitude and self competence perception) influence material inference and responses for their child's acts. Then this study was to find out whether mother's attribution would mediate their socialization techniques. For empirical research, 654 mothers with 5.6 year old and 8.9 year old children as subjects answered the structured questionnaire. The data were analyzed by frequencies, t-test, oneway ANOVA, and multiple regression. The major findings were as follows: First, according to child's two domains of misbehavior, there were differences in mothers'attribution and control behavior. Also mothers regarded older child's behavior as more dispositional cause and as more deserving of punishment than younger child's. Second, mother's authoritarian altitude of parenting, self-competence perception, and educational level were significantly related to mother's judgment. Third, the more authoritarian attitude mothers had, the more dispositional factor of children they attributed. And the lower self-competence mothers perceived. the more internal factor of child they attributed. Finally, maternal attributions and control responses are interrelated. When they attributed their children's misdeeds to internal dispositions, they respond with more stronger control behavior. The results suggested maternal social cognition mediate socialization behavior.

• Proceedings of the Korean System Dynamics Society
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• 2002.11a
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• pp.59-100
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• 2002

This study examines the effect that the prepaid trust has in saving the troubled business through the development of a formal system dynamics model. Building on existing case studies of corporate turnaround. we develop a mathematical model on the relationship between the prepaid trust and turnaround. With it. we build a system dynamics model in order to show how the prepaid trust can shift an organizational system from fragile condition of a firm to resilient condition of a firm. The model, which is oriented by attribution theory and problem-sharing by crisis communication. is developed in the aspect of the process from 'clouds' to 'evaporating clouds' This study offers a new characterization of the conditions under which organizations may be recovered the performance by prepaid trust through simulations of the model, and provides both theoretical insights into the corporate turnaround and practical suggestions for those charged with corporate turnaround.