• International Area Studies Review
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• v.15 no.2
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• pp.225-245
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• 2011

This study investigates the effects of justice dimensions on negative emotion, consumer satisfaction after service recovery, repurchase intention and word-of-mouth intention in a context of service recovery. Behavioral intentions(repurchase intention and word-of-mouth intention) are critical to the discount store sellers' survival and success. The research model is an extension of previous studies, especially considering more recent developments in the service recovery literature. A survey using 458 customers in China was conducted, confirmatory factor analysis was conducted to test the validity of the measurement model, and AMOS analysis approach was used to gain important insights into how customer retention in the discount store business can be ensured. The results suggest that all three dimensions of justice had negative effects on negative emotion, had positive effects on satisfaction after service recovery. Negative emotion had negative effects on recovery satisfaction. Recovery satisfaction had positive effects on repurchase intention and word-of-mouth intention. Finally, this study suggests the implications of these findings and offers directions for future research.

• Journal of Korea Entertainment Industry Association
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• v.13 no.4
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• pp.283-297
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• 2019

The purpose of this study was to investigate the relationship between university life satisfaction and resilience to happiness and university life satisfaction. The subjects of this study were 249 pre-service early childhood teachers in Seoul and Gyeonggi province. The statistical analysis of this study was analyzed using the SPSS V. 22.0 program. The results of the study are summarized as follows. First, pre-service early childhood teachers' perceived resilience, happiness, and University life satisfaction were generally considered to be 'normal'. Second, the relationship between the resilience and happiness of pre-service early childhood teachers showed that the higher the resilience, the higher the level of happiness. Also, resilience showed statistically significant effect on happiness and 69% of happiness. Third, the relationship between resilience of pre-service early childhood teachers and university life satisfaction showed that the higher the resilience of resilience, the higher the satisfaction of University life. Also, resilience showed a significant effect on university life satisfaction and 68% of happiness. This study is meaningful in that the resilience of pre-service early childhood teachers proves to be an important factor in the happiness and the University life satisfaction, which are related to quality of life of pre-service early childhood teachers.

• Journal of Digital Convergence
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• v.11 no.2
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• pp.115-125
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• 2013

Unexpected consumer dissatisfaction emerges through rapid growth and expansion of on-line shopping channel. This research focused on the fashion online retail channels' negative aspect caused by service failure which possibly disappointed consumers. We also tried to seek for appropriate service recovery types based on frequently offered recovery types on-line. Data from college students were analyzed. Results indicate that fitting problem, insufficient information, product defect, inventory problem and slow delivery were the main service failure types in apparel e-shopping. Regression analysis identified that among these types, insufficient information, product defect, and slow delivery had significant influence on channel satisfaction after post recovery effort. Results also confirmed significant relationships between channel satisfaction and channel switching. Consumers perceived benefit level causes overall channel satisfaction level to rise while perceived risk leads to lower level of channel satisfaction. Choosing desirable service recovery activities in each service failure situations is necessary in order to raise consumer's channel satisfaction in online apparel shopping.

• The Journal of the Korea Contents Association
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• v.10 no.7
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• pp.377-385
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• 2010

To find out an mediating variable between justice perception and switching intentions in the service failure and recovery context the study has centered mainly on justice perceptions, satisfaction and switching intentions after service failure. The researcher found that justice perceptions had negative effects on switching intentions, but satisfaction after service recovery didn't mediate between justice perceptions and switching intentions.

• Journal of the Korean Society for information Management
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• v.30 no.2
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• pp.35-59
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• 2013

The aim of this study is to investigate the role of information service failure severity within existing framework of service recovery justice research and analyse the effects of the attribution of service recoveries on recovered user satisfaction and revisit. For empirical analysis, A total of 452 valid questionnaires were used to analyse the data gathered from university students who experienced the information service failures of university library. Some findings of the research are as follows: First, service failure severity has negative effect on service recovery justice. Second, procedural and interactional recovery justice has positive effect on recovered user satisfaction. Third, service recovery justice has significant influence on procedural and interactional justice. Finally, recovered user satisfaction has positive effect on user revisit and mouth of word.

• The Journal of the Korea Contents Association
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• v.16 no.12
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• pp.300-309
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• 2016

The beauty industry relies heavier upon the specialized labor of beauty industry employees than any other industry. Beauty industry employees directly meet their clients and are required to provide services with extremely delicate care. The sense of happiness of employees working at the interface of service provision matters most importantly for beauty industry growth. In this study, the correlation among beauty industry employees' resilience, happiness index and job satisfaction was tested under hypotheses. As a result, their resilience was found to have a significant effect on happiness index and job satisfaction; happiness index, on job satisfaction and resilience; and job satisfaction, on resilience and happiness index. Consequentially, it was found that when individual happiness increased, their job satisfaction moved up along with job performance. In this sense, for the further development of beauty industry, it is deemed necessary to consider methods to improve the sense of happiness of beauty industry employees.

• International Area Studies Review
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• v.13 no.2
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• pp.687-711
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• 2009

This research was conducted to explore the factors that cause medical tourists' dissatisfaction, and find ways to solve the tourists' problems by researching on the relationship between the service recovery and the failure of medical services. Also, the research has put more emphasis on establishing marketing strategies that enable Japanese medical tourists to actively visit Korea, and finding out the effects that the medical tourists satisfaction and trust have on their behavioral intentions, recommendations, and positive feedbacks. The summary of the research analysis results as follows. First, the service recovery after the service failure has positive influences on the medical tourist's satisfaction. Second, the service recovery has proven its positive influences on the tourists' trusts and behavioral intentions. Third, the satisfaction of the service recovery has built the mutual trust between the tourists' and the medical center, and this has positive influences on the customer's behavioral intentions. Finally, the research was conducted to analyze the moderating effects on the relationship between the service recovery and the recovery satisfaction. It was found that the medical service failure recognition type has proven no moderating effects.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.21 no.4
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• pp.452-462
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• 2020

This study analyzed the impact of resilience on the job satisfaction of middle-aged employees and the meditating effect of retirement attitude. The survey was administered to 468 regular workers aged 40 or older in Seoul and the surrounding metropolitan area. This study utilized SPSS 19.0 statistical program, and multiple regression and mediated effect analyses were applied with descriptive statistics, reliability and validity of measurement tools to analyze differences between correlations and groups. First, male workers had higher self-regulation ability and job satisfaction than women. Female workers had higher old age rest than male ones. The higher the educational background, the higher the recognition of retirement as a new beginning, The longer the working years, the higher the self-regulation ability and job satisfaction. The higher the household income, the higher the positiveness. Second, the Resilience had a positive effect on job satisfaction. Third, resilience had had a negative impact on the forced frustration and a positive influence on the new beginning of retirement attitudes. Fourth, the forced frustration and new beginning showed mediating effects of resilience and job satisfaction. The study results confirmed the importance of resilience and demonstrated the need for measures to enhance resilience in order to reduce anxiety about retirement and increase job satisfaction.

• Journal of Industrial Convergence
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• v.20 no.11
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• pp.233-240
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• 2022

The purpose of this study is to understand the influence factors of job stress and resilience to recovery in an organization on job satisfaction and immersion in the organization. For this reason, we developed a questionnaire scale based on previous research, and conducted a questionnaire survey of the sales staff of company S. As a result of the analysis, it was found that job stress had a significant effect on job satisfaction, and job stress had a significant effect on recovery elasticity. It was shown that recovery elasticity affects job satisfaction and organizational immersion, and that job satisfaction affects organizational immersion, but the hypothesis that job stress has a significant effect on organizational immersion was rejected. In addition, it was found that recovery elasticity mediates the relationship between job stress, job satisfaction, and organizational immersion. The results of this study are expected to be used as guidelines for various practical plans that can improve the resilience of recovery as well as stress management of organizational members in the organization.

• Journal of Korea Port Economic Association
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• v.28 no.4
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• pp.169-191
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• 2012

This study is to investigate the strategy on forming a long term relationship between logistics service provider and demander including maintaining strategy of it. For these purposes, effect on the organization and human factor of Logistics service companies and also, impact on the customer trust and relational commitment against service recovery are analysed. Literature review and empirical study are used to modify research model and to develop questionnaire for logistics service companies. Reliability for measuring procedure yields the same result on repeated trials and validity for identifying the accuracy of the accrual measuring instrument are also used. Suggested hypothesis are verified through multiple regression method and the testing results are shown as follows; First, organization and human factor have a positive effect to the service recovery satisfaction against the service failure of logistics service providing company. Second, the service recovery satisfaction also leads a positive effect on the customer trust and relational commitment.