• The Journal of Asian Finance, Economics and Business
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• v.8 no.9
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• pp.121-130
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• 2021

In the mobile industry, customer complaints play a significant role in retaining customer loyalty to the services provided. Thanks to user complaints, mobile service providers can effectively identify problems and then propose solutions to adapt or improve their services. Hence, it's critical to understand the relationship between consumer complaints and satisfaction with mobile services. While several studies have shown that customer satisfaction is an intermediary variable that explains customer complaint intention, there have been few studies on the relationship between pre-determinants of their satisfaction, leaving a gap in our understanding of customer complaint intention. To demonstrate an in-depth approach to this matter, authors revisit justice theory and suggest trust and perceived responsibility variables be combined into a research model. A cross-section survey was conducted to collect data from 265 mobile services users of the three biggest mobile service providers in Kien Giang Province, Vietnam. This study employed Structural Equation Modeling (SEM) method to analyze the samples collected. The result showed that customer complaint intention is affected by distributive justice, interactional justice, trust but not procedural justice. Additionally, the moderating role of the perceived responsibility variable to the relationship between customer satisfaction and complaint intention is also proved.

• The Korean Journal of Health Service Management
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• v.13 no.4
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• pp.53-65
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• 2019

Objectives: This study analyzed the influence of the career plateau phenomenon and distributive justice among hospital nurses on their turnover intention and the moderating effect of proactivity on these correlations. Methods: Survey data from 459 out of 500 hospital nurses at 9 hospitals were collected and used for analysis. SPSS 24.0 was used for conducting regression, validity, and reliability analyses. Results: Career plateau was positively related to turnover intention, whereas distributive justice was negatively related to turnover intention. Proactivity strengthened the positive influence of career plateau on turnover intention. By contrast, proactivity alleviated the negative relation between distributive justice and turnover intention. Conclusions: This study empirically confirmed that career plateau and distributive justice are important antecedent factors of the turnover intention of hospital nurses. Proactivity played a key moderating role between these antecedent factors and turnover intention. Theoretical and practical implications of this study were also discussed.

• International journal of advanced smart convergence
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• v.13 no.2
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• pp.154-165
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• 2024

The purpose of this study is to investigate the relationship between organizational culture (innovation culture, relationship culture, hierarchy culture, task culture) as perceived by organizational members and its impact on organizational justice and job performance. This contributes to providing additional data for the revitalization and development of the organizational system for efficient management and operation measures included in the organization's sustainable management. To this end, the hypothesis established through the traditional process of quantitative research was tested as follows. First, organizational culture showed a positive effect on organizational justice. Second, organizational culture had a positive (+) effect on job performance. Third, organizational justice was significantly analyzed in terms of job performance. In other words, the importance of systematic re-establishment and continuous implementation of organizational culture (innovation culture, relationship culture, hierarchy culture, task culture) and organizational justice consistent with organizational characteristics was emphasized in order to improve job performance, which is the result of organizational competitiveness. In addition, it is the aspect of drawing practical implications for strategic human resource management and human resource development to systematically improve it.

• Korean Journal of Culture and Social Issue
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• v.28 no.2
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• pp.219-239
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• 2022

The study investigated the relationship between subjective socioeconomic status (SES) of 508 Korean adults and their perception of justice (distributive and procedural justice for self and general others), and verified whether there is a moderating effect of age (20s versus 30s and over). A self-report survey on SES and perception of justice was conducted. Then, using the SPSS 27 and PROCESS Macro 4.0 program, a correlation analysis looking into the relationship among the study variables was performed along with the ANOVAs comparing the mean differences of study across age-groups to support the group division criteria. Next, a moderation analysis was conducted. The main results of this study are as follows. First, the participants' SES showed a positive relationship with all sub-factors of justice perception and a negative relationship with age. Second, age had a inverse relationship on distributive justice for self and general others, and procedural justice for self, but a non significant relationship on procedural justice for general others. Third, when looking into the mean differences of the research variables according to age, the 20s had different characteristics compared to the 30s and over. In comparison, there were no significant differences within the 30s and over group. Fourth, the moderating effect of age in the relationship between subjective SES and perception of justice was positively significant in the case of distributive justice for self and procedural justice for general others. In the case of distributive justice for self, the positive slope of the graph in which subjective SES predicts distributive fairness for self was steeper in the 30s and older group compared to the 20s. Regarding the procedural justice for general others, subjective SES was not a significant predictor in the 20s group. However, SES positively predicted procedural justice in the 30s and older group. This study is meaningful since it suggested age differences in subjective SES and perceptions of justice by revealing the different relationship patterns of subjective SES and perception of justice according to age.

• Journal of Korean Academy of Nursing
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• v.39 no.2
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• pp.229-236
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• 2009

Purpose: This study was a secondary analysis to verify the mediating role of organizational citizenship behavior (OCB) between organizational justice (OJ) and organizational effectiveness (OE) in nursing organizations. Methods: The RN-BSNs and their colleagues in Seoul and Busan were subjects. The data was collected for 20 days between September 13 and October 2, 2004. Two hundred eighty three data sets were used for the final analysis. The fitness of models were tested using AMOS 5. Results: The fitness of hypothetical model was moderate. Procedural Justice (PJ), Interaction Justice (IJ) and Distributive Justice (DJ) had direct effects on Job Satisfaction (JS), Organizational Commitment (OC) and Turnover Intention (TI) in OE, and indirect effects on JS, OC and TI mediated by OCB. The modified model improved with ideal fitness showed the causal relations among OE. In modified model, PJ, IJ and DJ had direct positive effects on OCB and JS and OC in OE, and indirect effects on JS and OC mediated by OCB. JS and OC in OE had a direct negative effect on TI. Conclusion: OCB mediated the relationship between OJ and OE, so the nursing managers should enhance OCB of the nurses in order to improve OE.

• Journal of the Korea Safety Management & Science
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• v.16 no.3
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• pp.399-409
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• 2014

The purpose of this study includes: Firstly, to examine the effects of procedural justice and job significance on value of work, psychological ownership, and job satisfaction. Secondly, to examine the mediating effect of the value of work, psychological ownership on the relationship between procedural justice, job significance and job satisfaction. For the study, the data was collected from convenient sample of 273 nurses at university hospital in a city to test theoretical model and its hypotheses. All data collected from the survey were analyzed using with SPSS 18.0 and AMOS 18.0. This study reports findings as followed: first, the relationship between the procedural justice and the value of work is positively related. Second, there was also a positive correlation between the procedural justice and the psychological ownership. Third, there was also a positive correlation between the job significance and the value of work. Fourth, the relationship between the job significance and the psychological ownership is positively related. Fifth, there was also a positive correlation between the value of work and the psychological ownership. Sixth, there was also a positive correlation between the procedural justice and the job satisfaction. Seventh, the relationship between the job significance and the job satisfaction is positively related. Eighth, there was also a positive correlation between the value of work and the job satisfaction. Ninth, there was also a positive correlation between the psychological ownership and the job satisfaction. Finally, the value of work and psychological ownership played as a partial mediator on the relationship between procedural justice and job satisfaction. Also, the value of work and psychological ownership played as a partial mediator on the relationship between job significance and job satisfaction. Based on these findings, the limitations of the study and some directions for future studies were presented.

• International Journal of Advanced Culture Technology
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• v.8 no.2
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• pp.68-75
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• 2020

The purpose of this study was to investigate the effect of police officers' participatory decision-making, supervisory quality and attitude, organizational justice on job satisfaction focused on mediating effect of work-life conflict. As a result of analysis of 185 police officers, the results were as follows. The causal relationships between participatory decision-making, organizational justice and work-life conflict, the ones between supervisory qualities and attitude, organizational justice, work-life conflict and job satisfaction, all of them reached the significance levels, not the causal relationship between supervisory qualityand attitude work-life conflict. Thus, the results for the interaction have shown, participatory decision-making and organizational justice and work-life conflict have negative influences on work-life conflict respectively, and supervisory qualities and attitude conflict, organizational justice conflict, work-life conflict have effect on job satisfaction with positive and negative effect. The Sobel-test showed that the Sobel-test statistic of the mediating effect of work-life conflict on causal relationships between organizational justice and job satisfaction is significant, but not in the mediating effect of work-life conflict on causal relationships between supervisory qualities and attitude and job satisfaction. According to the analytical results, work-life conflict is an important factor that can improve police officers' job satisfaction in the public organizational context with an open-oriented- system and culture for employees' participation in the process of decision making and equality and fairness for organizational management. It is also noted that work-life harmony for employees may be incompatible with the supervisor's perception of the work-oriented or prioritized-way in hierarchical organizations like police agencies.

• Journal of Information Technology Applications and Management
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• v.26 no.2
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• pp.41-60
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• 2019

O2O(Online-to-Offline) commerce, a kind of multi-channel, is used in various industries such as accommodation, food and beverage, transportation, and real estate. The O2O commerce, a channel of integrating online and offline, overcomes the limitations of traditional online commerce, where a customer made a purchase decision without direct experience. Despite this advantage of O2O, if the online-offline channel is not effectively linked, customer's complaints would occur due to service failure. This study, with regard to O2O service failure circumstances, intends to investigate the effect of customer's perceived justice on their emotional response, recovery satisfaction, followed by intention to repurchase. Perceived justice in this study is composed of distributive justice, interactional justice, and procedural justice. Furthermore, this study explores the moderation effect of O2O industry types in the relationship between perceived justice and emotion. An O2O industry type is classified into accommodation, food and beverage, and transportation. A hypothesized research model was empirically tested using a structural equation model. The current study collected 433 questionnaires and the target respondents are customers who have experienced service failure in O2O commerce. The empirical results showed that O2O commerce more effectively conducts service recovery strategy and causes positive customer response by integrating online and offline channel. One of the ultimate purposes of O2O service providers is to reduce the likelihood of service failures and to recover more quickly and efficiently by linking two channels rather than using a single channel. This study suggested that the O2O channel is effective in influencing customer satisfaction and loyalty by inducing customer's positive emotions in recovering service failure.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.11
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• pp.7648-7655
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• 2015

Nursing service quality can vary depending on the work attitude and behavior of nurses. Nursing attitude and behavior that can be described as voluntary and proactive organizational citizenship behavior(OCB). OCB affects the work performance of nurses in clinical practice is very important and organizational justice is an important influencing factors of OCB. The purpose of this study was to determine the influential factors of organizational justice on OCB of nurses. The descriptive-correlational method was applied. The study was carried out less than a 500-bed hospital. Participants of the study included 230 nurses working in secondary hospitals. Data were analyzed using descriptive statistics, t-test, ANOVA, Pearson's correlation coefficient and multiple regression with the 18.0 SPSS/Window program. Considering the components of organizational justice, there was a significant positive correlation(r=.172~.540, p=.000) between OCB and distributive, procedural and interactional justice. Also, Total organizational justice explained 29.1% of total OCB with influencing factor (${\beta}$=.540) and was statistically significant(F=93.777, p=.000). The influencing factors to OCB were distributive justice(${\beta}$=.283) and interactional justice(${\beta}$=.249) except procedural justice. The findings suggest that strategies of nursing management are needed to focus on distributive justice for compensation and interactional justice for social relationship in order to induce nurses' organizational citizenship behavior.

• The Korean Journal of Health Service Management
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• v.8 no.3
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• pp.27-38
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• 2014

The purpose of this study is proving the effects of the internal customer satisfaction management on worker's job satisfaction at general hospital. In the relationship between the management and the satisfaction, the study also finds the moderating effect of the organizational support awareness and the organizational justice. For this study, it was surveyed targeting 270 employees who work in seven general hospitals in Busan. As the result, 246 questionnaires returned. All of these questionnaires were used in the final analysis. The method of analysis is descriptive statistics using SPSS VER. 18.0, correlation analysis, regression analysis, factor analysis and reliability analysis. The main results of empirical analysis were as follows: First, in the effect of the internal customer satisfaction management to worker's job satisfaction, it has positive effect to internal communication and the commission of authority and it has positive effect to worker's job satisfaction. Second, the organizational support awareness & the organizational justice have moderating effect on the relationship between the internal customer satisfaction management and worker's job satisfaction. Third, the study proves that supporting management hierarchy shows positive effects for all socio-demographic characteristics in the organizational support awareness and the organizational justice.