• Journal of Korean Library and Information Science Society
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• v.33 no.4
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• pp.61-83
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• 2002

This study is to investigate extensively the complaint responses of the academic library users, with a special regard to those in Daegu Metropolitan City and in Kyungpook Province. It selects and analyzes empirically some of the antecedents of the complaining intentions including perceived severity of dissatisfaction perception of free use, attitude toward complaining, cost of the complaining, likelihood of success, product/service importance, external attributions and loyalty; and complaint intentions including exit intention, voice(redress seeking) intention, negative word-of-mouth intention and third party complaints intention of the academic library users, based on the theoretical backgrounds. Final data through questionnaires are obtained from 582 unsatisfied academic library users in 5 universities in those areas, 542 of them analysed with SPSS 11.0 for Windows.

• Annual Conference on Human and Language Technology
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• 1998.10c
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• pp.358-364
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• 1998

본 연구는 한국어 대화인지모형을 구축하는 데 필요한 화용론적 지식에 관한 연구의 일환으로, 부대화의 개시 및 종료 시점에서 나타나는 담화 참여자의 의도 및 그 의도와 관련된 표층표지를 분석하고, 나아가 필수 논항 성분의 하나로서 대화체에서는 자주 생략되어 나타나는 청화자 논항의 의미복원을 위한 예비적 단계로서 술어의 어미 특성 및 화자의 언어행위 혹은 화행과 관련하여 청자 논항의 생략 유형을 분류하고 분석했다. 이러한 연구는 한국어 대화 에이전트를 개발하는데 있어 필수적인 단계로서 향후 대화체 이해시스템 연구에 기초적인 틀을 제공해 줄 수 있다.

• KOREAN POULTRY JOURNAL
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• v.46 no.9
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• pp.108-114
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• 2014

지난 13일 정부는 한국계육협회에서 요구한 '한국육계협회'로의 명칭변경을 승인해주면서 양계업계가 큰 변화를 맞게 되었다. 계육협회는 도계, 가공 처리업체들을 중심으로 구성된 단체로 계열화 사업을 등에 업고 이제는 생산자 단체를 넘보고 있다. 과연 이번 명칭변경이 정당한 처사인가? 이를 승인해준 정부는 생산자들의 심정을 이해하는 것인지에 대해 의구심이 커지고 있다. 대한양계협회는 이러한 움직임이 나타나면서 정부와 계육협회에 강하게 항의를 했고, 지난 12일부터는 청와대 앞에서 1인시위에 들어가는 한편 우리의 의견이 받아들여지지 않을 경우 대대적인 대규모 집회를 예고하였다. 본고는 계육협회의 탄생을 돌아보고 육계산업을 분열하려는 의도가 무엇이며, 현재 농가들이 요구하는 사항들은 무엇인지에 대해 정리해 보았다.

• The Journal of the Convergence on Culture Technology
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• v.10 no.1
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• pp.137-142
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• 2024

User interface (UI) functions are distorted and appear as a dark pattern that intentionally deceives or entices users. Consumers who are unaware of dark patterns are constrained in their choices, resulting in unnecessary economic damage. In this study, we aimed to investigate consumers' various shopping emotions and behavioral intentions after recognizing dark patterns in online shopping malls through qualitative research methods. As a result of the study, the rate of perception differed slightly depending on the type of dark pattern, and it was found that it induced consumer emotions such as distrust of the company, user deception, and displeasure. It has been found that the behavior after recognizing the dark pattern shows passive behaviors such as vowing to prevent recurrence and warning acquaintances rather than actively protesting to the company and demanding compensation for damages.

• Korea Trade Review
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• v.42 no.5
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• pp.71-91
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• 2017

This purpose of this study is to examine how emotional intelligence has a moderating effect on the relationship between emotional labor and job burnout. To test the hypotheses, moderation analysis, mediation analysis and moderated mediation analysis were performed. Of the 1,500 self-report questionnaires distributed to franchise employees, 1,412 usable responses and utilized in the final analyses. The resoults show that emotional labor significantly affected job burnout, and job burnout completely mediated the effect of emotional labor on turnover intention. And emotional intelligence moderated the relationship between emotional labor and job burnout, suggesting that the emotional dissonance-job burnout relationship was stronger in the low emotional intelligence group than in the high emotional intelligence group. The results of this study provide some implications for Korean companies entering the Chinese franchise field. First, the mediating effects of "emotional labor → job burnout → turnover intention" and the effect of emotional labor on job burnout were mitigated by self-efficacy in Chinese franchise workers. And the self-efficacy of the employees was an important factor. The implication of this study is that self-efficacy, which is a controlling variable affecting emotional labor, job burnout, and turnover intention, is important, so Korean companies that enter the Chinese franchise employ employees with high self-efficacy and to develop and implement an employee education program that can enhance self-efficacy.

• Journal of Navigation and Port Research
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• v.41 no.6
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• pp.423-436
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• 2017

This study examines the level of port service quality based on $Gr{\ddot{o}}nroos$(1984)'s Two-Dimensional Model: we investigated service-environment quality and service-delivery quality, and added service-product quality as a process quality. This study focused on a service user like a llner, forwarder, shipper, or a logistics firm using port service in the Port of Busan. We investigated relationships among the following vairables: service quality, customer satisfaction and port image; we also analyzed the path coefficients using Smart-PLS 3.0. The results and suggestions of this study are summarized as follows. First, all of the service quality variables influenced customer satisfaction but service-delivery quality didn't have an impact on port image. Secondly, there is correlation between customer satisfaction and port image; customer satisfaction had a positive effect with port image. Lastly, customer satisfaction and port image influenced the Relation Continuity Intention.

• The Journal of Society for e-Business Studies
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• v.22 no.4
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• pp.141-158
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• 2017

Along with IT development, customers are getting more easily to express their opinions using various IT channels. In this situation, complaint management is a pressing issue for companies to acquire and maintain loyal customers with low cost. Most of previous studies have investigated customer complaint information by quantitative variables such as demographic information, transaction information, or complaint frequency, but studies focusing on qualitative aspects of complaint information are limited. Therefore, this paper considers the possibility for customers to leave even when they complain occasionally or briefly. This paper analyzes the quantitive aspects as well as the qualitative aspects using sentiment analysis with Exit-voice theory. The dataset contains 268,364 inquiries of 46,235 customers obtained from a contact center of a private security company in Korea. This paper carries out logistic regression and the results imply that the customers's explicit response and their implicit sentiment have different effect on customers leave. This study is expected to provide useful suggestions for the effective complaint management.

• Journal of Korea Port Economic Association
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• v.24 no.4
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• pp.115-137
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• 2008

The present study purposed to derive the major attributes of the service quality of port hinterlands from previous research and interviews with specialists, to examine causal relations among the service quality of hinterlands, customer satisfaction, switching barrier and customers' behavior, and to suggest strategic implications. According to the results, the service quality of port hinterlands was divided into 'interaction quality', 'physical environment quality' and 'service delivery quality,' and among the three dimensions of quality, 'physical environment quality' and 'service delivery quality' had a significant effect on customer satisfaction but 'interaction quality' did not. These results suggest directions for what dimensions of quality should be controlled in order to improve the service quality of port hinterlands with limited management resources, and thus they are expected to contribute to more strategic marketing activities upon customers.

• Journal of Digital Convergence
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• v.16 no.3
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• pp.487-495
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• 2018

The purpose of this study is to diagnose problems of the permanent judge system by examining the cases of practical running of the permanent judge system, and to provide basic materials for the settlement of fair and transparent judge culture. The findings of the case studies are as follows. First, the difficulties in selection, allocation, and education of judges caused by the operation of the permanent judge system. The problems in allocation are forceful allocation, conflict over allocation with general judges. The problems in evaluation are individual evaluation and limits of fairness, lack of evaluation rules. Second, the unpredictability of whether the permanent judge system survive or not. Third, there are some environmental constraints of the permanent judge system. Lack of protective apparatus is lack of rescue method and solution for intentional protest. Forth, there is a problem of low recognition of the permanent judge system. As the federation has been not active in publicizing the permanent judge system, the system is not well known.

• Journal of Navigation and Port Research
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• v.34 no.5
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• pp.389-395
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• 2010

Recently, it becomes important for container ports to gain competitiveness through service differentiation strategies. These strategies require an objective evaluation on consumer needs. For that reason, this study aims at developing the scale and measurement methods for service quality. Container shipping companies calling at Busan are targeted for the empirical analyses. The measurement items are presented for the services that they are provided from entry into a port to departure from a port. Exploratory factor analysis and validity analysis are done to derive a service quality scale from entry to departure. The result of regression analysis implies that the service quality scale is useful to increase customer satisfaction and to establish managerial strategies.