• 패션비즈니스
• /
• 제19권3호
• /
• pp.59-72
• /
• 2015

The purposes of this study are to explore how the service recovery of the beauty shops and customers' perceived justice affect the customer relationship. A survey based questionnaire method was employed for this study. Data were collected by a convenient sampling of 232 female customers of hair beauty shops in Seoul and Busan. The data were analysed by using SPSS 21.0, including a frequency analysis, reliability analysis, factor analysis and multiple of regression analyses. The first result showed that all dimensions of service recovery had a significantly positive effect on the perceived justice. Especially, behavioral recovery of beauty shops was the major significant factor affecting perceived justice. Second, distributive justice and interactive justice had a significant effect on satisfaction. However, procedural justice did not have any significant effect on satisfaction. Finally, satisfaction was significantly and strongly associated with both trust and commitment. These results provide empirical proposition that the recovery strategies for complaint handling of the beauty service shop are related closely to relationship marketing.

• 통상정보연구
• /
• 제15권1호
• /
• pp.3-34
• /
• 2013

본 연구에서는 실험을 통해 유형의 제품과 무형의 제품으로 구분하여 각각 다른 보상프로그램에 따른 소비자의 불평행동에 대한 회복과 행동의도에 미치는 영향을 규명하였다. 실험 1에서는 기업의 과실로 인한 불평행동을 경험한 소비자는 기업이 제공하는 보상프로그램을 통해 선호회복이 이루어졌으나, 불평행동을 유발한 제품 간의 소비자 선호회복에는 차이가 있었다. 연구의 결과에 따르면 노트북이 패밀리레스토랑에서의 외식 보다 선호회복이 명확하였음을 확인하였다. 또한 소비자들의 감정회복은 보상을 통해 가능하며, 노트북과 패밀리레스토랑에서의 외식 간 제품유형에 따른 감정회복에는 차이가 있었으나 보상물의 형태에 따른 감정회복 차이는 없었다. 결국 불평을 경험한 소비자는 보상을 통해 선호, 감정, 행동의도를 회복시킬 수 있는데 서비스보다는 유형 제품의 경우 회복이 더욱 컸으며, 동일한 유형제품이라도 보상물의 유형에 따른 회복에는 차이가 없으나 노트북 컴퓨터처럼 유형제품이면서 구매노력이 큰 제품은 감정반응자극이 더욱 효과적임을 알 수 있었다. 실험2에서는 구매습관이 서로 다른 한국과 일본의 대학생 소비자 사이의 구매 후 불평행동과 이의 회복과정이 차이가 있는지를 확인하고자 하였다. 불평행동을 경험한 양국 소비자는 보상을 통한 선호회복에는 차이가 있었으며, 감정과 행동의도의 회복은 차이가 없었다. 이 실험에서는 한국의 대학생은 과시구매형인 반면 일본의 대학생은 유명구매형으로 노트북컴퓨터의 구매과정 및 구매 후 평가에 차이를 보이고 있음을 알 수 있었다. 특히 한국학생은 타인의 의식하는 경향이 강해 보상을 통한 선호회복이 일본의 학생에 비해 빠름을 알 수 있었다. 그러나 감정의 회복과 재구매 회복은 차이가 없기에 불평에 따른 보상프로그램은 감정과 행동의도에 영향을 주는 요인으로 확인되었다.

• Journal of Animal Science and Technology
• /
• 제45권6호
• /
• pp.1089-1096
• /
• 2003

본 연구는 모돈과 포유자돈의 관리에 있어 가장 중요한 시기인 분만 후 5일 동안 모돈의 행동적 회복과 포유자돈의 행동적 발달 정도를 알아보고자 수행되었으며, 공시동물로는 경산돈 5복과 포유자돈 56두가 이용되었고 이들에 대한 행동이 분만 후 5일까지 분석되었다. 모돈의 행동변화를 분석한 결과, Lying ventrally는 분만 직후부터 분만 26시간 후까지 증가하다가 이후부터 감소하였으며 분만 80시간 후부터는 거의 비슷한 수준으로 나타났다. Lying laterally는 분만 직후부터 분만 26시간 후까지 감소하다가 분만 80시간 이후부터 거의 비슷한 수준으로 나타났다. Standing, drinking 그리고 feeding은 분만 직후부터 분만 23시간 후까지 증가하다가 이후부터 다시 감소하였으며 분만 60시간 후부터 서서히 증가하였다. Sitting은 분만 46시간 후에 출현율이 가장 높게 나타났으며 이후부터 서서히 감소하였다. 이러한 결과들을 고려해 볼 때 행동적인 측면에서 모돈의 회복은 분만 80시간 후 정도에서 거의 완전하게 이루어지는 것으로 판단된다. 포유자돈의 행동을 분석한 결과, Lying은 분만 45시간 후까지 급격히 증가하다가 이후부터 거의 비슷한 수준으로 나타났으며, Massaging과 suckling은 분만 36시간 후까지 급격하게 감소하다가 이후부터 거의 변화가 없었다. Walking은 분만 21시간 후까지 증가한 후 분만 45시간 후 정도까지 비슷한 수준으로 유지되면서 서서히 감소하였다. 이런 결과를 미루어 볼 때 포유자돈의 행동 발달은 분만 45시간 후 정도에서 거의 완전하게 이루어지는 것으로 판단된다. 따라서 분만 후 80시간 이전까지는 모돈이 완전히 회복된 것이라 할 수 없으므로 모돈의 상태를 지속적으로 관찰할 필요가 있으며 보다 세심하게 관리할 필요가 있다. 또한 분만 후 45시간 이전까지는 포유자돈의 행동 발달이 완전하게 이루어지지 않은 미숙한 단계이므로 포유자돈의 관리에 있어 더 많은 주의를 필요로 하며, 특히 이 기간 동안 압사로 인한 폐사에 주의하여야 할 것이다.

• 한국지역사회생활과학회지
• /
• 제21권2호
• /
• pp.243-257
• /
• 2010

This study was conducted to search the health food intake behavioral intentions of male workers. The health-related behavior of 150 subjects were compared(smoke, alcohol drink, breakfast, BMI, sleep, exercise and health check). On the basis of the Theory of Planned Behavior, the factors health-food intake behavior were evaluated; there were normative beliefs, motivation for compliance, subjective norms, social influence factors, and barriers as perceived behavior control. The results were showed with five points by the Likert scale and Significance by t-test. The most frequently consumed health food was tea(3.40/4points) followed by healthy drinks(2.49/4). As behavioral beliefs, if consumption of 'nutritional supplements'(3.61/5) and 'fatigue recovery'(3.62/5) received the highest scores. As a result, the idea of 'nutritional supplements'(3.94/5) and 'fatigue recovery'(4.06/5) were the important aspects, but others were also positively evaluated. As a sub-factor of subjective norms on normative beliefs, The highest social groups to encourage consumption of health food were parents (3.93/5), and the lowest were doctors (3.02/5). The most influential people were doctors (3.67/5) and spouses (3.65/5). Barriers to consumption health food were side effects (1.09/5) and price (2.08/5). Taking Ginseng products and other processed foods (juice, honey, bamboo, etc.) were correlated with health concern (p<0.05). Taking traditional stamina foods was correlated with dietary habit recognition (p<0.05). Mineral intake was positively correlated with age. Healthy drinks was negative (p<0.05). Minerals and supplement consumption were correlated with the practice of healthy behavior (p<0.01).

• Journal of the Korean Academy of Child and Adolescent Psychiatry
• /
• 제30권3호
• /
• pp.127-131
• /
• 2019

Many neurologic disorders manifest as psychiatric symptoms. Anti-N-Methyl-D-Aspartate (NMDA) receptor encephalitis is an autoimmune disease of the brain characterized by numerous neurological and psychiatric features. Despite being rare, its prevalence is rapidly increasing and early management is critical in ensuring successful and sustainable recovery. Therefore, the illness should be considered as a differential diagnosis when clinically assessing patients. This report presents a case of a female child who was hospitalized for acute psychiatric manifestations, which was later confirmed as anti-NMDA receptor encephalitis. She recovered relatively successfully after combined neurological and psychiatric treatment. This report provides information on the clinical course of early onset anti-NMDA receptor encephalitis, including treatment strategy and prognosis.

• 한국의류학회지
• /
• 제35권7호
• /
• pp.841-855
• /
• 2011

This study examines the structured model of building fashion customer loyalty by service recovery and scrutinizes the effect of explanations on perceived justice and the proposed model. The data of a total of 300 women were collected through an online survey. Employing structural equation modeling, this study demonstrated that both distributive and interactional justice had a positive impact on customers' satisfaction with service encounter that subsequently led to overall satisfaction with the brand. Overall satisfaction influenced the attitudinal loyalty of customers that induced their behavioral loyalty. To examine the effect of explanations on perceived justice and the process of building fashion customer loyalty by service recovery, t-test and multi-group SEM were employed. The result displayed that the group who received explanations after service failure perceived higher level of justice than the one who did not. There was a significant difference between two groups on the direct path from interactional justice to overall satisfaction with the brand. This study clarifies how perceived justice influences fashion customer loyalty mediating by satisfaction in and confirms the critical role of explanations in service recovery context. By implying the understanding of the important role of explanations in service recovery context, this study provides fashion marketers with insight for delivering more successful service recovery strategies that enhance customer loyalty.

• 대한가정학회지
• /
• 제43권3호
• /
• pp.147-159
• /
• 2005

The purpose of this study was to analyze the effect of justice (distributive, interactional, and procedural) perception of e-service recovery in restaurant businesses on e-service recovery satisfaction, negative word of mouth, trust, and commitment. We designed a quasi-experimental study using eight different scenarios of justice application. One of the eight scenarios was distributed to each respondent to read, and the respondent then answered regarding feelings and subsequent action. Data analysis was based on 232 usable responses. The results imply that interactional justice is more important than other forms of justices in e-service recovery of restaurant businesses, indicating that restaurants must approve the service failure, make an apology to the customer, and maintain a courteous attitude at all times. In addison, the restaurant has to consider an e-service recovery program as a long-term strategy because the effect of e-service recovery in restaurant businesses grows slowly and takes time-consuming effort.

• 복식
• /
• 제64권3호
• /
• pp.13-31
• /
• 2014

This study attempts to analyze relational structures among service failure-related variables after the moderation of fairness in the beauty service industry with the following purposes: First, it aims to review and investigate service failure & service recovery strategies, non-switching intentions after recovery, revisit intention, the intent to provide word-of-mouth recommendations and previous studies on service failure and recovery in the beauty service industry. Second, it targets the analysis of the role of fairness as a variable that moderates relations between service recovery strategies and post-recovery satisfaction in the beauty service industry. For this, the following research method was used: This study has investigated the effect of service failure and its recovery strategies (behavioral recovery strategy, psychological recovery strategy, monetary recovery strategy) on customer satisfaction for beauty service users and used the Structural Equation Model (SEM) to further analyze and verify the effect of the satisfaction on post-satisfaction behavior (non-switching intention, repurchase intention and the intent to provide word-of-mouth recommendations). The SEM was divided into a measurement model and structural model to determine if the model is appropriate and estimate the parameters of the path coefficient. In addition, this study examined to see if fairness (procedural fairness, distributive fairness and interactive fairness) works as a moderating variable while the service recovery efforts affect customer satisfaction. Then, the role of service recovery strategies, targeted to satisfy the customers who were dissatisfied because of service failure, were investigated. In addition, its effect on post-satisfaction behavior was analyzed from the structural aspect, and the moderating role was examined as well. Then, the role of the service recovery strategy, which can be used to satisfy dissatisfied customers, was examined, and the effect of the satisfaction on customer behavior was analyzed from a structural perspective. In addition, the moderating role of fairness was tested. As a result, this study is significant in that it helps service providers formulate service recovery-related strategies.

• 대한간호학회지
• /
• 제46권3호
• /
• pp.349-363
• /
• 2016

Purpose: This study was done to develop a internalized stigma reducing program based on cognitive-behavioral therapy and appropriate for patients with schizophrenia and to evaluate its effectiveness. Methods: The study design was a mixed method research. Qualitative study, 13 patients with schizophrenia who had experience in overcoming stigma were purposively chosen for interviews and data were analyzed using Giorgi method. Quantitative study, 64 patients with schizophrenia (experimental group =32, control group =32) were recruited. The cognitive-behavioral therapy-based program for reducing internalized stigma in patients with schizophrenia was provided for 8 weeks (12 sessions). Data were collected from June. 20, 2013 to Feb. 14, 2014. Quantitative data were analyzed using ${\chi}^2-test$, t-test, repeated measures ANOVA with the SPSS program. Results: Qualitative results, from the experience of coping with stigma in patients with schizophrenia seventeen themes and five themes-clusters were drawn up. Quantitative results showed that internalized stigma, self-esteem, mental health recovery and quality of life were significantly better in the experimental group compared to the control group. Conclusion: Study findings indicate that this program for reducing internalized stigma in patients with schizophrenia is effective and can be recommended as a rehabilitation program intervention to help patients with schizophrenia to cope with internalized stigma.

• 디지털융복합연구
• /
• 제12권8호
• /
• pp.423-430
• /
• 2014

본 연구의 목적은 뇌졸중 동물 실험 모델에서 환경 강화는 기능 회복을 향상 시키고 이로 인하여 뇌에 형태학적, 생화학과 행동에서 특징적인 변화와 그 효과들을 소개하고, 뇌졸중 환자에 환경 강화의 적용은 재활치료 및 작업치료를 포함한 다양 치료와 전 임상 실험의 중요성을 설명하고자 한다. 이 종설 논문에서는 주로 뇌졸중 동물 실험 모델에서 환경 강화로 인한 기능적 회복에 대한 효과와 신경 친화성 물질, 특정 단백질의 발현 및 임상 적용 사례 등의 연구 결과들을 소개하였다. 마지막으로 임상에서 뇌졸중 환자에게 환경 강화의 적용 가능성과 작업치료 및 재활치료의 관점에서 설명하였다.