• Asia Marketing Journal
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• v.14 no.1
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• pp.99-130
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• 2012

Service failure and a poor service recovery may lead loyal customers to try to aggressively punish the service firm. We use perceived betrayal and desire for vengeance as the key constructs to understand customer retaliation. Perceived betrayal is defined as a customer's belief that a firm has intentionally violated what is normative in the context of their relationship. And the desire for vengeance is defined as the retaliatory feelings that consumers feel toward a firm, such as the desire to exert harm on the firm. The perceived betrayal and the desire for vengeance are key antecedents of retaliatory behaviors such as vindictive complaining, negative WOM and third-party complaining for publicity. The empirical results suggest that betrayal is a key motivational factor that lead customers to restore fairness by making use of all means, including retaliation. We also find that relationship quality has effect on a customer's response to a failure in service recovery. As the levels of relationship increases, a violation of the proper fairness has a stronger effect on the sense of betrayal experienced by customers. Considerable research has investigated consumer responses to dissatisfaction. But our study examine the response of outraged and highly frustrated consumers. We focus on emotional and behavioral processes that have not been covered by previous dissatisfaction researches and which are unique to outraged consumers caused by extremely dissatisfied purchase experience. It has recently been pointed out by various mass media that the customers not only have positive effects on the company performance but also put the company in crisis. It has often been reported that one customer's dissatisfaction, for example, never ends as it is, and it tends to grow for retaliating upon the company, depending on the level of seriousness of the dissatisfaction. This sometimes leads to a lawsuit against the company. Our study focuses on the customers' emotional and behavioral responses induced by their extreme dissatisfactions. We divided the customer groups into the customers with high relationship quality and the customers with low relationship quality, and the difference between two groups is examined. The objective of this study is to comprehend the causal relationship between the feeling of betrayal caused by the service failure and the retaliatory behavior triggered by the desire of revenge. Our study is divided into three parts. First, a causal relationship between perceived unfairness and the perceived betrayal and desire for revenge. Second, the effect of the perceived betrayal and desire for revenge on the retaliatory behavior is investigated. Finally, the moderating role of relationship quality in the causal relationship between the unfairness in service recovery and the perceived betrayal is analyzed. This study finds the following empirical results. The distributive unfairness, procedural unfairness and interactional unfairness had significant effects on the perceived betrayal. Especially, the perceived distributive unfairness results in the highest perceived betrayal. When the service company does not provide customers proper and sufficient compensation for the failure, they feel the strong sense of betrayal. And in the causal relationship between the perceived betrayal, desire for revenge and retaliatory behavior, the perceived betrayal has significant effects on e desire for revenge. In addition desire for revenge has significant effects on negative word of mouth, retaliatory complaining behavior and publicity of complaints through third group. Therefore the perceived unfairness has effects on retaliatory behavior through the mediation of the perceived betrayal and desire for revenge. Finally the moderating role of relationship quality was examined in the relationship between the unfairness and perceived betrayal. If the customers experienced the perceived unfairness in the process of service recovery, the customers with high relationship quality feel the stronger perceived betrayal than the customers with low relationship quality do. When they experience the double service failure, the customer group with high relationship quality accumulating the sense of trust feel the more perceived betrayal than the customer with low relationship quality who do not have strong trust. The contribution of this study is to find the effect of the service failure on the retaliatory behavior with the moderating roles of relationship quality. The dimensions of unfairness in service recovery is found to have differential effects on the perceived betrayal, desire for revenge. And these differential effect is moderated by the level of relationship quality.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.13 no.11
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• pp.5518-5524
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• 2012

The world today, has come to an age of diverse paradigms and technologies being developed, and technology of a new field is realized by merging technologies of different fields.One of such, u-Health system refers to a system which can monitor its users, regardless of time and place, using many body sensor datas based on USN (Ubiquitous Sensor Network). In the past, this kind of u-Health system was able to collect sensor datas through wires and could be monitored only by using PC (Personal Computer), but with development in technology, the system is now becoming possible to collect sensor datas wireless and monitor unhindered by time and place. This research aims to collect sensor datas of the user, and through Jena inference network, provide web service and smartphone application which enables checking of user's body datas in times of emergency, whenever, wherever.

• Information Systems Review
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• v.14 no.1
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• pp.21-35
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• 2012

The rapid growth and popularity of Twitter have been one of the most influential phenomena in the era of social network system and the mobile internet, which also opens up opportunities for new business strategies; in particular, PR and marketing area. This study analyzed use of Twitter in terms of user characteristics and message attributes. Actual field data from the Twitter for PR and Marketing of a representative Korean IT company (Company "K") was used for this analysis. Research findings show that overall corporate twitter users show passive attitude in retweet behavior. Also, users who have relatively small network size (less than 1,000) are more active in retweet than power twitterians that have big network size(over than 10,000). It is showed that the rate of retweet is higher in the order of recruiting, promotional event, IT information, and general PR message. In the conclusion section, practical implications based on the research finding are thoroughly discussed.

• Journal of Broadcast Engineering
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• v.22 no.5
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• pp.600-607
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• 2017

Virtual Reality (VR) has lately gained significant attention primarily driven by the recent market availability of consumer devices, such as mobile phone-based Head Mounted Displays (HMDs). Apart from classic gaming use cases, the delivery of $360^{\circ}$ video is considered as another major application and is expected to be ubiquitous in the near future. However, the delivery and decoding of high-resolution $360^{\circ}$ videos in desirable quality is a challenging task due to network limitations and constraints on available end device decoding and processing. In this paper, we focus on aspects of $360^{\circ}$ video streaming and provide an overview and discussion of possible solutions as well as considerations for future VR video streaming applications. This paper mainly focuses on the status of the standardization activities, Omnidirectional MediA Format (OMAF), to support interoperable $360^{\circ}$ video streaming services. More concretely, MPEG's ongoing work for OMA aims at harmonization of VR video platforms and applications. The paper also discusses the integration in MPEG Dynamic Adaptive Streaming over HTTP (MPEG-DASH), which is considered as $360^{\circ}$ video streaming services with OMAF content. In context of the general OMAF service architecture.

• Journal of the Korean Society of Clothing and Textiles
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• v.34 no.3
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• pp.411-423
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• 2010

Retail stores with a primary competitive advantage in satisfying customers with high quality differentiated services depend heavily on a sales force to produce and deliver services in a consistent manner. Salespersons in a high service retail context are required to act to express certain types of emotion in compliance with the emotional rules of the organization that is conceptualized as "emotional labor" in the literature. This study adopts the dyadic model of emotional labor originally proposed by Hochschild. A survey method is implemented to collect data to test the hypotheses among the variables such as positive and negative affectivity, performance stressor, emotional labor, burnout, and job satisfaction. One hundred and twelve responses were analyzed by factor analysis and path analysis with SPSS12.0 and Amos 6.0. The factor analysis confirms that emotional labor is composed of deep acting and surface acting. Eleven hypotheses were tested by path analysis and seven were accepted. The major findings are that deep acting was affected by positive affectivity, negative affectivity, and a performance stressor. The surface acting was affected only by negative affectivity. Surface acting had an indirect negative effect on job satisfaction via emotional burnout while deep directly acting influenced job satisfaction. Furthermore, the interaction effect between positive affectivity and a performance stressor on surface acting was significant. The implications for retail firms are discussed based on the findings with suggestions for future studies.

• Journal of Korea Spatial Information System Society
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• v.11 no.1
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• pp.9-16
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• 2009

In ubiquitous spatial computing environments, GeoSensor generates sensor data streams including spatial information as well as various conventional sensor data from RFID, WSN, Web CAM, Digital Camera, CCTV, and Telematics units. This GeoSensor enables the revitalization of various ubiquitous USN technologies and services on geographic information. In order to service the u-GIS applications based on GeoSensors, it is indispensable to efficiently process sensor data streams from GeoSensors of a wide area. In this paper, we propose a GeoSensor data stream processing system for u-GIS computing over real-time stream data from GeoSensors with geographic information. The proposed system provides efficient gathering, storing, and continuous query processing of GeoSensor data stream, and also makes it possible to develop diverse u-GIS applications meet each user requirements effectively.

• Journal of Korean Library and Information Science Society
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• v.49 no.3
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• pp.263-282
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• 2018

This study analyzed nineteen best-practices (161 sub-programs) regarding school library media program. The authors conducted content analysis based on The Library Media Specialist's Taxonomy and the CIPP Model. In the analysis of taxonomy showing the degree of involvement of librarian teachers, Level Seven indicating a concerted effort to promote school library program was the most important (37.6%). Among the ten levels of taxonomy, the highest level (levels 6 to 10, high involvement of librarians) accounted for 65.9%. According to the analysis of the CIPP Model, (Context) most of the excellent programs were aimed at reading education (41.5%) and library use education (11.3%), and more than half (53.8%) cases were initiated by learners' needs. (Input) excellence programs employed various teaching materials and were operated at fixed time. (Process) the programs were run in a variety of ways, mainly with reading instruction (30.4%) and cultural activities (17.3%). (Product) As a fruit of programs, students and parents' satisfaction, students' achievement, self-confidence, and self-improvement were reported.

• KIPS Transactions on Software and Data Engineering
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• v.6 no.2
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• pp.77-84
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• 2017

In order to provide healthcare services based on context-awareness techniques in IoT environments, a system requires to collect user profile and environmental information. To collect environmental information, accessing sensor device and gathering sensor data should be proceeded. Although this process is necessary to build environmental information, there is no proper sensor data acquisition model. In this paper, we propose sensor data acquisition model that contains schema to connect each device and to collect various kinds of data from sensor device at one point. In experiment, we demonstrate sensor data acquisition procedures with a description following suggested scheme.

• Journal of Korea Multimedia Society
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• v.12 no.1
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• pp.156-167
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• 2009

Computing environment is evolving rapidly to ubiquitous environment. It thus makes people access and utilize any resource on the move and makes location of objects rise to the rank of the most important information. However provision of location information is too restrictive in small environments such as a home or building. In this paper we propose a home entertainment system which supports user mobility based on sensor networks and distributed devices. The proposed system estimates a user location by using signal strength received from Bluetooth ad-hoc networks. This estimated location information can tell which device a user can take advantage of while moving. In order to prove possibility of user mobility support, the system is implemented on our UPnP A/V framework home entertainment system to provide content streaming and the result shows that a provision of service for mobile users could be possible in small ubiquitous computing environments.

• Journal of Korean Library and Information Science Society
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• v.44 no.3
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• pp.125-152
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• 2013

The purpose of this study is to construct a substantive theory that described and explained how pregnant women are seeking information in context of pregnancy. A qualitative design based on the method of grounded theory was utilized. In-depth interviews were conducted with 16 pregnant women, selected by theoretical sampling who receiving antenatal care 3 different university hospitals. The interview data were transcribed and systematically analyzed according to the open coding, axial coding and selective coding. 'Increasing Sense of Self-Control over Pregnancy' was the core category for describing and guiding the process of seeking information during the pregnancy. To construct a theory of 'Increasing Sense of Self-Control over Pregnancy' in this study, eight hypothetical statement were generated from the relationships among the core category and the other categories, thus four patterns were derived as follows: 'Desperately Seeking', 'Actively Seeking', 'Unconcernedly Seeking', 'Resignedly Seeking'. The implications of the findings are discussed in terms of development of LIS theory in Korea, theory development of information behavior, education for LIS, and information service practice. The suggestions for further research are provided.