• Journal of the Korean Operations Research and Management Science Society
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• v.29 no.4
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• pp.95-116
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• 2004

This study will attempt to build an integrated model of the customer satisfaction process with service encounter in a comprehensive point of view including the expectancy-disconfirmation theory, justice theory, and attribution theory. In addition, this study will attempt to examine the influence of service failure-related variables and service recovery-related variables on customer satisfaction in the airline firms' service failure and recovery situation. The results showed that the higher the controllability and severity of the failure, the more positive influence on expectancy of recovery and more negative influence on the recovery satisfaction increased. They also showed that the higher procedural recovery efforts and distributive/interactional recovery efforts, the more positive influence on perceived recovery performance and recovery satisfaction also increased. It was found that the recovery satisfaction with service encounter depended on the extent to which the customer's perception of recovery efforts confirmed the expectancy of recovery. Also it was found that perceived recovery performance has an effect on recovery satisfaction through the mediation of recovery disconfirmation indirectly as well as directly.

• Korean journal of food and cookery science
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• v.29 no.5
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• pp.605-616
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• 2013

A multistage approach for service recovery enables restaurant managers to do the most effective recovery strategies to reduce customer dissatisfaction and lead to positive behavioral intentions. The purpose of this study was to identify the most effective service recovery strategies in terms of service stage and examine the relationship between service strategies and behavioral intentions. A total of 227 diners examined the customer perceptions to recovery strategies (tangible strategy and intangible strategy) following service failures in each of the four stages:1) reservation and parking, 2) seating and ordering, 3) meal consumption, and 4) payment and exit. The one-way ANOVA showed that intangible strategies were relatively more effective than tangible strategies regardless of service stages. Free meal or free dessert were most effective in service stage 1 and stage 2 whereas correct the failure and reperformance of service found to be the most effective service recovery strategy. Regarding the association between service recovery strategies and behavioral intentions, multiple regression analysis showed that intangible strategies influenced diners' likelihood of positive behavioral intentions whereas tangible strategies lead to diners' willingness to positive behavioral intentions only in service stage 1. The findings enable restaurant practitioners to improve service recovery activities from a service stage perspective.

• Journal of the Korean Applied Science and Technology
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• v.37 no.5
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• pp.1344-1355
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• 2020

The purpose of this study was to investigate the relationship among trust of instructors, leisure benefit and resilience for golf participants. To achieve the goal of this study, a total of 250 questionnaires were distributed and 250 copies were collected back. Out of those returned questionnaires, insincerely replied or double-replied questionnaires were excluded and finally 234 questionnaires were analyzed for this study. For analysis of the data, frequency analysis, exploratory factor analysis, reliability analysis, confirmatory factor analysis, correlation analysis, and structural equating modeling were conducted using SPSS 18.0 and AMOS 18.0. Main findings were as follows: First trust of instructors had a positive effect on leisure benefit. Second, leisure benefit had a positive effect on resilience. Third, trust of instructors had a positive effect on resilience. Fourth, leisure benefit mediated the relationship between golf participant trust of instructors and resilience. Therefore, it is necessary to make efforts to make golf participation lead to satisfaction, and in addition, it is necessary to seek various and convenient services so that various benefits can be generated through golf, and even psychological management through careful observation of golf participants. Is judged.

• Journal of Service Research and Studies
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• v.7 no.2
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• pp.17-41
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• 2017

The purpose of this research is to investigate the factors that impact customer satisfaction and loyalty in mobile payment services. Specifically, this research (1) studies the influence of company reputation on customer satisfaction and loyalty, (2) examines service quality dimensions that increase customer satisfaction, and (3) assesses switching barriers as moderators in influencing customer loyalty. Findings of this empirical research reconfirm the point of view that company reputation, service quality, and switching barriers are crucial for customer satisfaction in mobile payment services. The research methodologies that were used to verify the hypothesis in this study included customized surveys and structural equation modeling. The results demonstrated that company reputation significantly affects customer satisfaction and loyalty. Additionally, the results indicated that only two of the five total service qualities, ease of use and the security/privacy qualities, have positive influences on customer satisfaction. Customer satisfaction has also proven to be a significant influence on loyalty. Lastly, the results showed that among the factors of switching barriers, the factors of lost performance costs, sunk costs, setup costs, the attractiveness of alternatives, and service recovery have moderating effects on the relationships between customer satisfaction and loyalty. Base on the results, this research recommends that firms aim at devising integrated strategies that make switching barriers act as complements to customer satisfaction.

• Korean Journal of Social Welfare
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• v.64 no.3
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• pp.79-100
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• 2012

This paper aims to analyze the meaning and conceptual tension contained in the definition of social services prescribed by recently amended Framework Act on Social Security(FASS) by examining various terminologies of social services in Korea. In Korea the term of social services has had at least four meanings since it has begun to be used during Participatory Government. Of these, the meaning of social services in FASS is closest to 'social serives as social-jobs'. While, as has this meaning, social services in FASS is defined as very comprehensive one, it also has its conceptual tension. On the one hand, FASS comes to have the orientation to include immensely wide fields such as welfare, health, employment, housing, culture and environment within social service. However on the other hand FASS still has the orientation to limit social services to traditional social welfare services. Unless re-amending the recently amended FASS, the conceptual tension resulted from these two conflicting orientations will be likely to continue. And this might raise the need both to reform the organization of Ministry of Health and Welfare and exiting delivery systems of social services and to develop theoretical and practical principles providing basis for tailored social services, which in turn poses important challenges to social welfare discipline. To meet these challenges it is necessary to cooperate between micro and macro approaches.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.21 no.3
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• pp.353-359
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• 2020

This study investigated the effects of emotional labor and resilience on burnout of long-term care hospital nurses. The study was conducted in D, B, and G cities, from May 23 2019 to June 5, 2019, enrolling 195 long-term care hospital nurses who had been on duty since 6 months. Means, standard deviations, Pearson correlation coefficients, t-tests, ANOVA, and multiple regression analysis of the SPSS 21.0 statistical program were applied for analyzing the data. Emotional labor (r= 0.476, p<0.005) and resilience (r= -0.416, p<0.005) showed significant differences associated with burnout in the long-term care hospital nurses, with all variables showing significant correlation. Regression analysis revealed that emotional labor (β= 0.37, p<0.001) and resilience (β= 0.17, p<0.048) were significant variables affecting the burnout of long-term care hospital nurses, and these variables explained 25.5% of adaptation to their burnout (F=23.51, p<0.001). Based on the results of this study, we propose the necessity to develop and utilize a program to manage emotional labor and resilience as a way to improve adaption for long-term care hospital nurses.

• Korean Journal of Social Welfare
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• v.35
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• pp.107-131
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• 1998

This study tried to formulate and operate an interdisciplinary case management team in Eun-Pyung Gu, Seoul. This was a part of an effort to promote efficiency of service delivery system for low-income elderly or the handicapped by linking. coordinating. and integrating various health and human services providers. In-depth qualitative analysis described the process of which the interdisciplinary case management team was formed, along with the process of the team operation. The interdisciplinary team consisted of home helpers, visiting nurses, and social workers from Health Center and Social Welfare Centers. Issues dealt with by the team include: 1) information exchange of clients' social, economic, and medical situations; 2) identification of types of service provision to clients; 3) clients' needs assessment and its prioritization; 4) assignment of a leading case manager for each case; 5) identification of problems and issues regarding integration of service delivery system The team approach to case management contributed to the systematic delivery of services to the elderly and the handicapped by avoiding service duplication and fragmentation. This study argued that public agency played a key role in constituting and operating the interdisciplinary case management team Suggestions for further studies were presented.

• Proceedings of the Korea Society for Industrial Systems Conference
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• 2006.05a
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• pp.178-193
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• 2006

기업들이 고객에 대해 관심을 가지는 이유는 고객관계관리(CRM: customer relationship management)의 중요성이 그 어느 때 보다도 강조되고 있기 때문이며, 또한 강력한 고객관계가 기업의 경쟁우위를 위한 주요 수단이 되고 있음을 지각하고 있기 때문이다. 특히 인터넷 쇼핑몰에 대한 고객의 충성행위는 인터넷 쇼핑몰이 제공하는 다양한 상품 및 서비스와 더불어 성공적인 고객관계를 위해서는 매우 중요하다. 또한 인터넷 쇼핑몰의 입장에서는 여러 가지 다양한 서비스를 인터넷 쇼핑몰 이용 고객에게 제공함으로써 인터넷 쇼핑몰을 이용하는 고객들에 대한 신뢰와 몰입을 증가시킴으로써 인터넷 쇼핑몰 이용 고객들로 하여금 인터넷 쇼핑몰에 대해 높은 충성도를 가지게 할 수 있을 것이다. 따라서 본 연구는 인터넷 쇼핑몰 이용 고객에 대한 고객충성행위를 신뢰형성요인, 몰입형성요인, 신뢰, 몰입이라는 측면에서 설명하고자 하였다. 즉, 인터넷 쇼핑몰의 신뢰형성요인(능력, 호의성, 무결성)이 신뢰에 영향을 미치고, 몰입형성요인(촉진정보, 상호작용성, 쇼핑몰디자인)이 몰입에 영향을 미친다. 그리고 신뢰는 몰입과 고객충성행위에, 몰입은 고객충성행위에 영향을 미칠 수 있음을 제안하고 이를 인터넷 쇼핑몰 이용 경험이 있는 고객들을 대상으로 실증적으로 분석하였다. 실증분석 결과에 따르면 제안모델은 수용가능한 모델적합도를 보여 주었으며, 또한 본 연구에서 제시한 9개의 가설 모두가 통계적으로 유의한 결과를 보여주었다. 특히 신뢰는 신뢰형성요인(능력, 호의성, 무결성)과 고객충성행위사이에 매개변수의 역할을 수행하고있으며, 몰입은 몰입형성요인(촉진정보, 상호작용성, 쇼핑몰디자인)과 고객충성행위사이 그리고 신뢰와 고객충성행위사이에 매개변수의 역할을 수행하는 것으로 나타났다.동지역의 고기후를 해석함으로써 고기후적 및 고생태학적 의미를 연구해 보고자 하였다.에서는 시스템 등급에 영향을 준다. 향후에는 더욱 더 다양한 상호의존 모델들이 정량화될 필요성이 있다고 본다. 진행하였다. 줄여서 보다 더 정확하고, 지능적인 규칙구성요소 추출 방법론을 제시하고 구현하여 지식관리자의 규칙습득에 대한 부담을 줄여 주고자 한다. 도움을 받을 수 있게 되었다.을 거치도록 되어있다. 교통주제도는 국가의 교통정책결정과 관련분야의 기초자료로서 다양하게 활용되고 있으며, 특히 ITS 노드/링크 기본지도로 활용되는 등 교통 분야의 중요한 지리정보로서 구축되고 있다..20{\pm}0.37L$, 72시간에 $1.33{\pm}0.33L$로 유의한 차이를 보였으므로(F=6.153, P=0.004), 술 후 폐환기능 회복에 효과가 있다. 4) 실험군과 대조군의 수술 후 노력성 폐활량은 수술 후 72시간에서 실험군이 $1.90{\pm}0.61L$, 대조군이 $1.51{\pm}0.38L$로 유의한 차이를 보였다(t=2.620, P=0.013). 5) 실험군과 대조군의 수술 후 일초 노력성 호기량은 수술 후 24시간에서 $1.33{\pm}0.56L,\;1.00{\ge}0.28L$로 유의한 차이를 보였고(t=2.530, P=0.017), 술 후 72시간에서 $1.72{\pm}0.65L,\;1.33{\pm}0.3L$로 유의한 차이를 보였다(t=2.540, P=0.016). 6) 대상자의 술 후 폐환기능에 영향을 미치는 요인은 성별로 나타났다. 이에 따른 폐환기능의 차이를 보면, 실험군의 술 후 노력성 폐활량이 48시간에 남자($1.78{\pm}0.61L$

• Knowledge Management Research
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• v.16 no.1
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• pp.71-93
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• 2015

With the rapid growth of the internet, electronic commerce has become accepted as one of the major purchasing channels for consumers. As more and more consumers search for and purchase products through the internet, intra-industry competition of electronic commerce has become fierce. Therefore, electronic commerce service providers pay attention to factors that prevent existing customers from leaving there services in the service failure situation. In this regard, electronic commerce service providers should make service recovery efforts for consumer recovery satisfaction after service failure. In this study, we suggest that procedural justice, interactional justice, distributive justice and authenticity have positive impacts on recovery satisfaction. In addition, we also propose that involvement plays moderating roles in the relationships between procedural justice, interactional justice, distributive justice, authenticity and recovery satisfaction. We collected empirical data for this study over a period of two weeks from subjects who had service failure recovery experiences through electronic commerce. A total of 224 complete and valid responses were obtained. We carried out data analysis using a two-step methodology with SPSS 20.0 and SmartPLS 2.0. The first step in the data analysis was to establish the internal consistency, convergent validity, discriminant validity of the constructs. In the second step, we examined the structural model. The empirical results support the proposed model and partly identify the moderating effect of involvement differences. The moderate effect results show that procedural justice, distributive justice and authenticity have different impacts on recovery satisfaction in two groups. Cognitive factor such as the procedural justice and distributive justice have stronger impacts on recovery satisfaction in the high-involvement goods than in the low-involvement goods, while emotional factor such as authenticity has a stronger impact on recovery satisfaction in the low-involvement goods than in the high-involvement goods. We expect that this result will provide researchers and managers who are interested in electronic commerce service failure recovery with useful theoretical and practical implications.

• Journal of Convergence for Information Technology
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• v.7 no.5
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• pp.149-155
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• 2017

The aim of this study is to provide a direction for future research by examining research trends on women in social welfare field in recent years. This study has theoretical significance in terms of expanding the horizon of social welfare knowledge by accumulating new research results based on previous research results on this topic. Using content analysis, we analyzed 37 studies on women published in Korean Journal of Social Welfare during 2009 ~ 2017 focusing on research subjects, research topics, and methods. The results of analyzing the research subjects indicated that women were described as client, family, and worker. In terms of the research topics, the results revealed a total of thirteen themes. In addition, the results showed that empirical research methods were dominant. It is suggested that more efforts should be made in future studies to broaden the scope of research subjects, topics, and methodologies in this filed.