• Journal of Distribution Science
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• v.16 no.12
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• pp.105-113
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• 2018

Purpose - This research is intended to suggest ways to enhance customers' satisfaction with service recovery. For this purpose, this study investigated the relationships among perceived justice (distributive, procedural, interactional justice) of service recovery efforts, perceived authenticity of service recovery efforts, the intention to follow advice, and the satisfaction with service recovery. Research design, data, and methodology - This research developed a structural equation model in which the perceived justice (distributive, procedural, interactional justice) and the perceived authenticity are predictors, the satisfaction with service recovery is a dependent variable, and the intention to follow advice is a moderator between the perceived justice (distributive, procedural, interactional justice) and the satisfaction with service recovery. Data were collected from visitors of fast food restaurants in Seoul, Gyeonggi province, and Kangwon province. A total of 330 questionnaires were distributed and 295 responses were collected indicating a response rate of 89.3%. After deleting data having missing value, 288 samples were used for analysis. SPSS 21.0 and AMOS 21.0 were used to test the reliability, validity, model fit, and hypotheses. Results - Empirical results showed that perceived justice, perceived distributive justice, and perceived authenticity had a positive influence on the satisfaction with service recovery. These results indicated that the more highly customers perceived the justice, distributive justice and the authenticity of service recovery efforts, the more they were satisfied with service recovery. And these influences were moderated by the intention to follow advice. Specifically, influences of the perceived justice, the perceived distributive justice, and the perceived authenticity on the satisfaction with service recovery were bigger for people with high intention to follow advice than people with low intention to follow advice. Conclusions - This research contributed to the service recovery literature by showing how perceived justice (distributive, procedural, interactional justice) and perceived authenticity influence satisfaction with service recovery. Moreover, current study introduced the intention to follow advice as moderator of this influence and revealed the moderation role of the intention to follow advice between the perceived justice (distributive, procedural, interactional justice) and the satisfaction with service recovery. Managerially, these results suggested retailing companies some ways to recover from service failure.

• Korean Journal of Social Welfare
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• v.56 no.3
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• pp.279-301
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• 2004

Relations of factors associated with burnout were investigated among 124 child protective service workers currently working in Korean Child Abuse Prevention Centers nationwide. Three categories of factors associated with burnout were examined; (1) individual characteristics, (2) job-related characteristics, and (3) job-satisfaction. Social survey method using questionnaires by mail was employed. MBI(Maslach Burnout Inventory) for measuring burnout, a part of Smith, Kendal & Hulin's JDI(Job Description Index) for job-satisfaction, and a scale measuring the special characteristics of job developed by researchers were used. Mann-Whitney test and Kruskal-Wallis test were employed to analyze the data. Across all burnout sub-scales(emotional depletion, dehumanization of clients, lack of feelings of achievement), subjects reported a high degree(above the cutting point) of burnout. Several factors were identified as associated with burnout. Child protective service workers who are young, single with front line worker status reported higher burnout. Lack of education and training before the job location were another factors which contributed to worker burnout. Lack of proper supervision stood out as another burnout provoking factor. Job-satisfaction was negatively correlated with all three burnout sub-scales, which meant the lower the job-satisfaction, the higher the burnout of service workers. The findings implicate that the administrators of Child Abuse Prevention Centers should pay close attention to their workers' sign of burnout and develop carefully designed support system which include provision of excellent supervision, proper education and training opportunities and organizational effort to strengthen employees' overall job-satisfaction to secure their quality of services toward abused children and their family.

• Korean Journal of Social Welfare
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• v.58 no.2
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• pp.273-302
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• 2006

The introduction of cash payments for care is a distinct trend that characterizes changes in care policies since the 1990s. Recently, many developed countries have newly introduced or extended cash payments for care that allow care users to be able to plan themselves for their cares instead of receiving direct care services from the state. Cash payments for care can be said to be one of the alternative policies by which user choices are extended, and it becomes possible to establish demand-cantered care delivery systems more economically and effectively, hence addressing the issue of the financial limitations and rigid systems that are common in modern welfare states, which make it difficult to response to various needs. However, the design and administration of cash for care vary across different countries. Such variations of cash for care policies influence on the combination of consumerism (based on liberal market values intrinsic in the care market) and citizenship based on social solidarity. Those variations eventually produce impacts on the balance of responsibilities and the roles of families, the state and market regarding care in other words, balancing of welfare pluralism. This paper has attempted to find general meanings and particularity of cash for care polices in modem welfare states by means of looking at the characteristics of cash for care policies of four different countries (Netherlands, France, Germany and Italy) and their impacts on their care market. If the four countries are ranked by the degree that they emphasize citizenship in light with social rights, the Netherlands, France, Germany and Italy could be placed in due order. From an economic point of view and in terms of cost containment, those countries will be placed in an inverse order, It is apparent that in the course of planting cash for care policies in the existing social systems involving different socio-cultural conditions and labour markets, sometimes more emphasis is placed on the citizenship of care users, family carers and care providers than on cost containment issue, and sometimes vice versa. Behind this lies the process of different social valuation on what care is about; who can better deliver care; who should be responsible for care; how responsibilities should be shared and so on.

• Asia Marketing Journal
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• v.12 no.2
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• pp.83-110
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• 2010

Dissatisfied customers may express their dissatisfaction behaviorally. These behavioral responses may impact the firms' profitability. How do we model the impact of self regulatory orientation on emotions and subsequent customer behaviors? Obviously, the positive and negative emotions experienced in these situations will influence the overall degree of satisfaction or dissatisfaction with the service(Zeelenberg and Pieters 1999). Most likely, these specific emotions will also partly determine the subsequent behavior in relation to the service and service provider, such as the likelihood of complaining, the degree to which customers will switch or repurchase, and the extent of word of mouth communication they will engage in(Zeelenberg and Pieters 2004). This study investigates the antecedents, consequences of negative consumption emotion and the moderate effect of attribution processing in an integrated model(self regulatory mode → specific emotions → behavioral responses). We focused on the fact that regret and disappointment have effects on consumer behavior. Especially, There are essentially two approaches in this research: the valence based approach and the specific emotions approach. The authors indicate theoretically and show empirically that it matters to distinguish these approaches in services research. and The present studies examined the influence of two regulatory mode concerns(Locomotion orientation and Assessment orientation) with making comparisons on experiencing post decisional regret and disappointment(Pierro, Kruglanski, and Higgins 2006; Pierro et al. 2008). When contemplating a decision with a negative outcome, it was predicted that high (vs low) locomotion would induce more disappointment than regret, whereas high (vs low) assessment would induce more regret than disappointment. The validity of the measurement scales was also confirmed by evaluations provided by the participating respondents and an independent advisory panel; samples provided recommendations throughout the primary, exploratory phases of the study. The resulting goodness of fit statistics were RMR or RMSEA of 0.05, GFI and AGFI greater than 0.9, and a chi-square with a 175.11. The indicators of the each constructs were very good measures of variables and had high convergent validity as evidenced by the reliability with a more than 0.9. Some items were deleted leaving those that reflected the cognitive dimension of importance rather than the dimension. The indicators were very good measures and had convergent validity as evidenced by the reliability of 0.9. These results for all constructs indicate the measurement fits the sample data well and is adequate for use. The scale for each factor was set by fixing the factor loading to one of its indicator variables and then applying the maximum likelihood estimation method. The results of the analysis showed that directions of the effects in the model are ultimately supported by the theory underpinning the causal linkages of the model. This research proposed 6 hypotheses on 6 latent variables and tested through structural equation modeling. 6 alternative measurements were compared through statistical significance test of the paths of research model and the overall fitting level of structural equation model and the result was successful. Also, Locomotion orientation more positively influences disappointment when internal attribution is high than low and Assessment orientation more positively influences regret when external attribution is high than low. In sum, The results of our studies suggest that assessment and locomotion concerns, both as chronic individual predispositions and as situationally induced states, influence the amount of people's experienced regret and disappointment. These findings contribute to our understanding of regulatory mode, regret, and disappointment. In previous studies of regulatory mode, relatively little attention has been paid to the post actional evaluative phase of self regulation. The present findings indicate that assessment concerns and locomotion concerns are clearly distinct in this phase, with individuals higher in assessment delving more into possible alternatives to past actions and individuals higher in locomotion engaging less in such reflective thought. What this suggests is that, separate from decreasing the amount of counterfactual thinking per se, individuals with locomotion concerns want to move on, to get on with it. Regret is about the past and not the future. Thus, individuals with locomotion concerns are less likely to experience regret. The results supported our predictions. We discuss the implications of these findings for the nature of regret and disappointment from the perspective of their relation to regulatory mode. Also, self regulatory mode and the specific emotions(disappointment and regret) were assessed and their influence on customers' behavioral responses(inaction, word of mouth) was examined, using a sample of 275 customers. It was found that emotions have a direct impact on behavior over and above the effects of negative emotions and customer behavior. Hence, We argue against incorporating emotions such as regret and disappointment into a specific response measure and in favor of a specific emotions approach on self regulation. Implications for services marketing practice and theory are discussed.

• Korean Journal of Social Welfare
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• v.60 no.4
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• pp.157-173
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• 2008

Cultural welfare is the cultural activity provided and supported by state, a local autonomous entity, and private organizations to improve the quality of people's life. And as a basic concept as well as a premise of discussion on cultural welfare, cultural right is a social right, a right which can make cultural express, gain access to cultural activities. A statue concerning cultural activities contributed to the promotion of our people's cultural welfare interwoven with cultural right. But laws were made for the purpose of enforcing national policy and supporting regime rather than promoting fundamental human rights, and they became effective and were understood as a mere part of national government, not as perspective of their execution, security of right or realization of them. On the other hand, based on laws concerning social welfare, cultural life means human life consisting of minimum welfare system, and minimum level of life which guarantees least cultural life is becoming an objective standard. This means the standard level of cultural right, and for the handicapped cultural rights are concretely guaranteed as a right in that they will not be discriminated for their approaching to cultural activities. However, laws concerning cultural activities have limitation in that there are ambiguous concept and limitation of cultural life, and there are no concrete and active laws about cultural rights to guarantee cultural life. In a constitution and laws concerning social welfare, cultural welfare must have concrete contents about the range and the level of cultural rights. In order cultural rights to be turned into complete ones which can assert its rights, as seen in the Supreme Court, a court has to try to understand the violation of cultural rights as the violation of legal rights.

• Korean Journal of Social Welfare
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• v.61 no.1
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• pp.81-107
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• 2009

This study is to understand, in the view of resilience, the experience of military widows, whose husbands died while on active military duty and have lived as single mothers for a long time. This study using a qualitative research method based on Phenomenology, especially using Colaizzi's process of data analysis. 99 meaningful sentences, 26 themes, and 10 theme clusters has been categorized from the interview of 9 military widows, who has been participated a self-help group for them. The 10 theme clusters are 'denial and grief over the death of spouse', 'ambivalence over the duty of their husbands', 'acceptance of the helpless fate and arduous fight to live', 'sorrow in the social and historical context', 'responsibility and endeavoring of parenting', 'self-existential challenge', 'immanent belief system as a military widow'. 'effort to find self-identity in the outer systems', 'wish to reassure their existence', and 'to find the meaning of life after husband's dead'. These their self respect and feeling of honor have become their belief system in their life, which they have raised their children and take their responsibilities with their best effort. The self-help group has helped them to find their self-identity and has sustained emotionally healthy. This group has been also empowering them through their voices being heard to the outside society. They have made an effort which their existence is recognized by the country and the military system. The findings of this study can be used as a system to gather opinions and to provide information and program which may be accepted politically and then applicable and integrated social work service through the social support system and networking.

• The Journal of the Korea Contents Association
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• v.22 no.8
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• pp.660-670
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• 2022

This study was analyzed by applying AMSTAR-2, a methodological quality evaluation tool, to evaluate the quality of domestic meta-analysis papers on rehabilitation interventions for stroke patients. The purpose of this study is to provide guidelines for qualitative improvement of evidence-based practice and meta-analysis research by analyzing the qualitative level of the analyzed research. The literature search was conducted using the Research Information Sharing Service, Korean Medical database, and Korean studies Information Service System. Two authors searched, extracted, and reviewed literature using the keywords 'stroke' and 'meta-analysis'. As a result of the AMSTAR-2 quality evaluation of the final 18 studies, 3 studies (16.67%) were 'Moderate', 8 studies (44.44%) were 'Low', and 7 studies (38.89%) were 'Critically Low'. In future research, scientific and objective data selection and extraction process should be performed. It is expected that interest and efforts to improve the quality of meta-analysis research will continue by referring to the contents analyzed in this study as a way to improve the quality of literature.