• 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.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.14 no.3
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• pp.13-26
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• 2019

There is a growing interest in the entrepreneurial activity that has long been considered essential for sustainable economic development and value creating. Although it is strongly encouraged by focusing on the positive aspects of venturing, less has been paid attention to entrepreneurial failure, which is the biggest cause of hesitation in starting a business. The uncertain and risky nature of entrepreneurship implies a considerable possibility of failure. Even if it fails, the experience and knowledge of entrepreneurs acquired through entrepreneurship indeed offers valuable lessons for the re-venturing, which can serve as an important social asset that should not be lost. It has been argued that re-entering the same industry for the subsequent venture maximizes the learning effect through utilizing potential benefits from industry-specific knowledge. Although the re-startup after entrepreneurial failure is a very important topic in the studies on serial entrepreneurs, there is a paucity of systematic empirical investigation. This study responds to calls for more research on the re-startup after entrepreneurial failure, and specifically complements existing studies on serial entrepreneurs. Focusing on the entrepreneurs' attribution for the failure, we conducted an empirical analysis of how this affects the re-startup process. Moreover, we also examined the moderating effects of entrepreneurial self-efficacy and resilience. For the analyses, we surveyed the entrepreneurs who tried to re-start the subsequent business after the entrepreneurial failure through the "Revitalization Center for Strained Entrepreneur". The results found that failed entrepreneurs who blamed internal factors for their previous venture failures were likely to keep the same industry for their subsequent business. In addition, the positive effect of internal attribution on maintaining the same industry for the re-startup was found to be stronger when entrepreneurial self-efficacy and resilience were high.

• Convergence Security Journal
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• v.18 no.1
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• pp.143-155
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• 2018

The purpose of this study is to extract the failure attributions to identify the failure factors of the security guards and to derive the risk factor factors through failure cases analysis. Failure attributions were prepared by using semi-structured questionnaires(17) and closed questionnaires(179) starting from the fully open questionnaires(8), and processed through SPSS 21.0 and AMOS 21.O statistical packages. As a result of summarizing the causal relationship between the failure attribution and the failure case (patrol failure pattern factor), In Park Jung-Hee's assassination, lack of experience(2), negative mind(1), lack of work ability(1), lack of experience(2), organizational non-system activeness(2), lack of awareness of mission(1) Failure(2), lack of consciousness(2), and 14 failure patterns were found. Aung-San National Cemetery explosion occurred in eight failure patterns including insecurity(1), negative mind(1), lack of work skills(2), lack of experience(2), individualism(1), There were eight failure patterns in the case of Mr. Yook Young-Su 's sniping, including insincerity(2), negative mind (1), lack of experience(2), lack of awareness of mission(2) and failure to share work(1).

• Asia Marketing Journal
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• v.3 no.4
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• pp.90-115
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• 2001

본 연구는 서비스 접점에서 서비스 실패가 일어나는 경우 기업의 복구노력이 고객의 만족에 마치는 영향에 관한 연구이다. 먼저 서비스 실패에 대한 기업의 복구노력이 갖는 의미를 살펴보고, 서비스 복구노력이 고객의 만족과정에 어떻게 영향을 미치는 지에 대하여 항공산업을 연구대상으로 기대불일치이론, 정당성이론 및 귀인이론을 적용하여 다양한 관점에서 실증 분석하였다. 특히 기대불일치이론 및 정당성이론에 관한 선행 연구들을 상세히 고찰하고, 이러한 이론적 관점에서 서비스 실패 후 기업의 복구노력이 고객의 만족과정에 어떻게 영향을 미치는 지를 다중회귀분석 및 구조방정식 모형을 이용하여 실증 분석하였다. 또한 조직행동론의 연구결과를 이용하여 서비스 실패에 대한 귀인적 추론결과가 소비자의 만족과정에 미치는 영향을 검증하였다

• Journal of Korean Library and Information Science Society
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• v.42 no.3
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• pp.251-270
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• 2011

The purpose of this study was to make a general overview of SST-Based(Self-Service Technology Based) services and understand SST-Based service failure by users and service recovery strategy based on attribution theory. To achieve these purposes, the study reviewed literature related to the unique characteristics of SST-Based service and user studies of SST-Based service. As a result, it was found that there are no significant differences between general SST-Based service and library SST-Based service. In addition, this study suggested appropriate service recovery strategies of service failure by users through the understanding of attribution theory. The finding was that the most important SST-Based service recovery strategy is to improve technical service quality of the services.

• 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.

• Korean Journal of Culture and Social Issue
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• v.21 no.2
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• pp.177-203
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• 2015

The aims of this study were 1) to compare irrational gambling beliefs of gamblers and non-gamblers, 2) to investigate the role of cognitive error on winning probability thinking error, and 3) to examine the relationship between attributional bias and gambling behavior. A total of 248 subjects were recruited for this study. All subjects were classified into non-gamblers, social gamblers and pathological gamblers, and administered self-report questionnaires to measure irrational gambling beliefs, the probability inference error, the attriburional style, and the attributional bias. A pathological gambler group scored highest on irrational gambling beliefs, especially the overestimation of self-ability factor, and a social gambler group and a non-gambler group follow. All three groups scored higher on the magnification of gambling skills than the mean (4.0) of the scale. Pathological gamblers and social gamblers scored higher on the probability thinking error than non-gamblers. Pathological gamblers displayed higher external attribution, lower internal attribution in their daily life events and higher internal attribution in failure situation than social gamblers and non-gamblers. The results indicate that cognitive errors would be a factor that differentiates pathological gamblers from social gamblers and non-gamblers. In predicting gambling behaviors, overestimation of self-ability of irrational gambling beliefs, internal attribution in failure situation, external attribution in daily live event, and probability thinking error were identified as significant factors. It is concluded that a public education about common cognitive bias featured in gamblers might be important in prevention of pathological gambling behaviors.

• Proceedings of the Korean DIstribution Association Conference
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• 2006.02a
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• pp.187-227
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• 2006

To attain competitiveness in the severe competition of retailing, retailing firm like Aekyung department store composites multiplex entertainment shopping mall with other firms as key tenants like LG supermarket, Books Libro, and CGV. But in multiplex entertainment shopping mall customers who have experienced a service failure in key tenant's shops usually ask a compensation of service failure to the lessor like department store. Even though customers of multiplex entertainment shopping mall know that key tenants use different service strategy, personnel management system and operation system and so on, they do not rare of it. Why they do that? How can we explain this situation? This study explains customer's complaining behaviors in multiplex entertainment shopping mall using attribution theory and justice theory. The study presents a comprehensive model about the effects of the perceived attribution and fairness on customer satisfaction and suggests practical implications for retailing firms composing multiplex entertainment shopping mall.

• The Mathematical Education
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• v.49 no.4
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• pp.501-522
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• 2010

In this study, 'Instruments of the achievement attribution in mathematical learning' was develop to investigate the reasons of mathematical learning achievement by reflecting Korean middle school and high school students' psychological characters and learning context in mathematical learning. To develop the appropriate items for the achievement attribution in mathematical learning, after reviewing attribution literature thoroughly, first version of the instrument was developed and Exploratory Factor Analysis and Confirmatory Factor Analysis were conducted. Then, to reduce the effect of the gender difference and achievement level difference, Differential Item Functioning was performed. Also, using Multiple group Confirmatory Factor Analysis, this instrument was investigated to see whether this can be used for both middle school and high school. The final items for success attribution are 3 items for luck, 3 items for effort, 2 items for ability. The failure attribution were composed of 3 items for luck, 3 items for effort, 2 items for ability, and 2 items for other. The instrument was developed by using large samples and psychometric analysis. Therefore, mathematic teachers can use this instrument efficiently to make a foundation for better learning environment so students' cognitive area and affective area can be harmonized.

• Journal of Educational Research in Mathematics
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• v.20 no.3
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• pp.413-444
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• 2010

The purpose of the present study is to develop an instrument of mathematical learning motivation and causal attribution for students and to analyze the results of the instrument. Based on the literature review, mathematical learning motivation is the cumulative effects of self-assessment and self-regulation in mathematical learning and achievement experience. Three factors of mathematical learning motivation is identified as self-regulatory efficacy, task difficulty and mathematical anxiety with 17 self-regulatory efficacy items, 9 task difficulty items and 9 mathematical anxiety items. Three factors of causal attribution for success is identified as ability/effort, luck, and other person with 6 ability/effort items, 4 luck items and 3 other person items. Also, four factors of causal attribution for failure is identified as ability, effort, luck, and other person with 3 ability items, 7 effort items, 3 luck items and 4 other person items. The instrument of mathematical learning motivation and causal attribution for success and failure was administered to 919 middle school students from eight different middle middle schools in Seoul, Gyeonggi-Do, Busan, jeolla-Do area. The correlation of three factors of mathematical learning motivation was calculated. As a result, a positive correlation between self-regulatory efficacy and task difficulty was appeared but mathematical anxiety has a negative correlation with self-regulatory efficacy and task difficulty. This study also examined the differences about mathematical learning motivation's sub-factors shown by three groups of mathematics achievement level. Students of higher achievement level showed that the degree of self-regulatory efficacy and task difficulty was higher than that of lower level group. Students of lowest achievement level showed significantly higher mathematical anxiety degree than that of middle and high group. Students that have higher degree of self-regulatory efficacy and task difficulty preference were attributed into ability/effort cause toward success of mathematics achievement. Also, Male students preferred more difficult task and higher degree of self-regulatory efficacy in mathematics learning than female students. On the contrary, Female students showed higher mathematical anxiety level than male students.