• Journal of Distribution Science
• /
• v.13 no.2
• /
• pp.63-73
• /
• 2015

Purpose - Satisfaction with service is evaluated according to customers' subjective judgment. The expected value of customer service and its evaluations depend on the customers' position. The customer recognizes two different forms of service levels. One is satisfaction and the other is dissatisfaction. Customers who are satisfied want to receive the service in future. However, those dissatisfied try to change the service. The service provider tries to improve the service. There are two different service cycles. One is the successful cycle and the other is the failure cycle. This study aimed to empirically determine the effects of the justice and authenticity of service recovery on customer behavioral intention through an integrated approach to cognitive justice and psychological authenticity. Research design, data, and methodology - Based on a literature review, justice of service recovery was categorized into three types: distributive, procedural, and interactive. Then, authenticity was added to obtain four independent variables, along with recovery satisfaction as a parameter. Behavioral intention, as an outcome variable, was divided into the repurchase intention and positive word-of-mouth. The model and hypotheses were created and measurement items were developed. A questionnaire survey of items concerning the service recovery experience at family restaurants was conducted on college students and residents in Gwangju from September 30 to October 31, 2013. A total of 400 copies of the questionnaire were sent out and 385 were returned. Respondents answered questions about the importance of, and satisfaction with service recovery on a 5-point Likert scale. Excluding 174 copies without service failure experiences and 7 inappropriate copies, 204 copies were analyzed using SPSS 21.0 for Windows and AMOS 20.0 to determine the reliability and validity of measurements. The hypotheses were tested through a goodness-of-fit analysis. Results - First, distributive justice positively affected recovery satisfaction. Second, procedural and interactive justice had no impact. Third, authenticity positively affected recovery satisfaction. Fourth, distributive justice had relatively stronger effects on recovery satisfaction than authenticity. Fifth, recovery satisfaction significantly affected repurchase intention and positive word-of-mouth and it proved effective in mediation. Finally, additional analysis was performed for descriptive statistics of the principal variables by various demographic characteristics and significant differences were found in gender, occupation, and so on. Conclusions - This study has academic significance as the fairness and authenticity of service recovery were investigated to reveal the effects on behavior. The findings could be applied to a wide range of service recovery strategies. However, there are some limitations. First, data was collected only from the residents of Gwangju and most respondents were aged 20-30. Future studies should target a wide range of areas and age groups. Second, because the questionnaire used in this study targets only convenience family restaurants, the results of this study cannot be generalized to all services companies. Future research should be done on a wide range of industries such as hotels, airlines, and hospitals, and perform a comparison between sectors.

• The Journal of the Korea Contents Association
• /
• v.18 no.8
• /
• pp.51-61
• /
• 2018

This study was conducted to propose regional policy for reducing suicide rate by confirming the change of local suicide rate for 10 years from 2005 to 2015 and the effect of change of local environmental factors influencing the change. The main results are as follows. First, the change of city, county, and province suicide rate in 10 years showed that the suicide rate decreased in order of military district, city area, and district. Second, in the case of economic factors, local suicide rate decreased as the local tax burden per capita increased, and as the financial self - reliance increased. Third, in the case of the social integration factors, the local suicide rate decreased as the ratio of the basic livelihood recipient decreased. In addition, local suicide rate decreased as the number of elderly leisure welfare facilities increased. Fourth, in the case of the social demolition factor, the region where the divorce rate is increased, the depression experience rate is increased, and the region where the rate of one person is increasing, the local suicide rate is increased. Therefore, it is expected that the local suicide rate can be reduced through efforts to improve the economic capacity of the whole region, social integration and reduction of the social disintegration phenomenon in the region.

• The Journal of the Korea Contents Association
• /
• v.18 no.9
• /
• pp.482-497
• /
• 2018

This study would investigate the impacts of coffee shop companies' mecenat activity on identification, corporate image, love mark and loyalty. For sampling, an investigator who visited the coffee shops in person conducted surveys with customers. 800 copies were distributed for 11 days from May 23 through June 2, 2018, and excluding unreliable questionnaires from the collected questionnaires, 711 copies were used in the final analysis. As a result of the analysis, it turned out that the higher social contribution, purity, public interest and preference, the higher identification became. Also, the higher social contribution, public interest and preference, the higher corporate image became. On the other hand, it turned out that purity had a negative (-) impact on the corporate image. It turned out that purity and preference had positive impacts on the love mark, while did not affect social contribution, while public interest had a negative (-) impact on that. It turned out that identification had a positive impact on the corporate image, and identification and corporate image had positive impacts on the love mark. Also, identification, corporate image and love mark had positive impacts on loyalty. It is expected that the above research result would provide practical implications for coffee shop companies' marketing techniques in the future, and further, it is judged that it would play a positive role in the quality of life of consumers who experience coffee shop companies' mecenat activity.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.19 no.2
• /
• pp.462-471
• /
• 2018

Even though software (SW) education has not been considered part of the current national kindergarten curriculum, in practice there is growing interest in adopting it. Teachers would be expected to play a key role in the successful introduction and implementation of new educational changes, such as SW education. In preparation for its adoption in ECE, it would be useful to determine ECE teachers' perception and attitudes toward early childhood software education. For this study, 219 ECE teachers' level of concern toward SW education was surveyed using the Stages of Concern Questionnaire. It was found that the teachers' level of concern was the highest at stage 0-Unconcerned and that they had high levels of stage management, personal and informational concern. Thus, a non-user pattern was mostly indicated. However, compared to the typical non-user pattern, the pattern aspect close to critical non-user ever appeared to some extent. In addition, a significant difference in the level of concern was shown at all stages depending on the awareness of the necessity for SW education. The teachers with SW training experience showed a higher intensity only at stage 0. There was a statistically significant difference in stages 0 and 6 depending on the future implementation decision. These results will be utilized as a resource in building an ECE teachers' support system according to their level of concern about SW education.

• The Journal of Industrial Distribution & Business
• /
• v.10 no.3
• /
• pp.73-83
• /
• 2019

Purpose - This study is to clarify the structural relationship between the direct supervisor and organizational commitment and organizational citizenship behavior through mediation of the Leader-member exchange (LMX) in the hospital organization, and to confirm the mediating effect of the LMX. Through this study, we will provide basic data on the aspects of HR to enhance organizational immersion and organizational civic behavior in hospital organizations, and present suggestions on academic contribution and effective organizational operation measures. Research design, data, and methodology - This study is to investigate the relationship between authentic leadership and OC and OCB of the organization member, which is proposed to secure more active and high competitiveness in the recent changing medical environment, with multi-regression and B&K(1986) method. For this purpose, 653 employees of senior hospitals in Seoul and Kyeong-In area were surveyed using structured questionnaires. Each questionnaire was composed of 7-point scale, and each hypothesis was testified by multiple leaner regression and by BK method for testifying mediator effect. Result - As a result of the analysis, it was found that the male and non-medical staff had higher recognition level than the medical staff in the LMX, organizational commitment and organizational citizenship behavior. In the senior management or more than 5 years' experience group, organizational commitment and organizational citizenship behavior were recognized higher than the group of subordinate managers. Second, authentic leadership has a positive influence on LMX, organizational commitment and organizational citizenship behavior, and LMX has a significant positive impact on organizational commitment and organizational citizenship behavior. In addition, as a result of analyzing LMX mediating effect in the relationship of authentic leadership and organizational effectiveness by BK method, LMX had partial mediating effects between authentic leadership and organizational citizenship behavior, and between authentic leadership and organizational commitment. Conclusion - Results of the study confirmed that all the members of the hospital organization that were lacking served as positive factors for the relationships of authentic leadership and LMX, and authentic leadership and organizational effectiveness. It is expected that the hospital organization will be able to suggest such as the organizational approach to expect high organizational effectiveness centering on authentic leadership ability as psychological capital.

• The Journal of the Korea Contents Association
• /
• v.16 no.9
• /
• pp.491-501
• /
• 2016

As the population of silver generation is increased, there are emerged the aging society and the silver industry as social issues. Previous studies in the fields of library & information science, education, the industrial art science suggested the need for fairy tale books for the silver generation, and from the design perspective, the characteristics of fairy tale books for the silver generation were analyzed. A fairy tale book is not only a medium delivering some information, but also a platform that a writer provides services to readers. Therefore, the purpose of this study aimed to suggest the importance of sensual experience on the design of fairy book for the silver generation, and to analyze such kind of fairy book's format, grid, typography, type, edition structure, image, layout, cover, paper, printing and production on the basis of five senses. According to the findings of this study, it was found that fairy tale books for the silver generation had different characteristics(type, picture, color, paper, etc.) from those for children, and it would be desirable to make designs for fairy tale books for the silver generation under the silver generation's esthetics standards with considering the silver generation's physiological, psychological factors. It is expected that this study would become a good foundation for more intensive researches for fairy tale books for the silver generation in future and would also be theoretically helpful in developing fairy tale books for the silver generation in future.

• Korean Journal of Construction Engineering and Management
• /
• v.19 no.6
• /
• pp.55-64
• /
• 2018

In spite of many previous studies conducted to prevent safety accidents at construction sites, the frequency of safety accidents has not decreased. And recently, a lot of research has been done to analyze the causes of the accidents resulting from the personal characteristics and behaviors of managers or workers, and eliminate them. However, despite these efforts, safety accidents occur consistently as managers and workers shift their responsibilities for the safety accidents onto someone other than themselves. Therefore, in order to prevent safety accidents, this study investigated the consciousness of shifting responsibility among managers and workers and analyzed the correlation between factors influencing the consciousness of shifting responsibility. In addition, it proposed the quantitative levels of the consciousness of shifting responsibility based on the survey of managers and workers. The results of this study demonstrated that managers tend to the shift responsibility onto workers, whereas workers the shift responsibility onto managers. It was additionally demonstrated that there is a correlation between the consciousness of shifting responsibility and the factors influencing it. The findings of this study are expected to improve the safety awareness among managers and workers and make contributions in the theoretical and practical aspects of construction safety management.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.17 no.11
• /
• pp.616-628
• /
• 2016

The purpose of this study was to examine symptom experiences, sleep quality, and quality of life in asthma patients and investigate any correlation among these factors. The study was conducted on 146 asthma patients that visited the Internal Medicine Department of Allergies at a hospital in Korea from March to June, 2015. Tools that were originally developed by Oh (1999) were used to measure the symptom experience of asthma patients. Sleep quality was measured using the Pittsburgh Sleep Quality Index (PSQI) while quality of life was measured by the Short Form 36-Items Heath Survey (SF-36). The dates were analyzed by t-test, ANOVA, Scheffe test, and Pearson's correlation coefficient using the SPSS 20.0 program. Symptom experiences of asthma patients showed a positive relation with sleep quality (r=.468, p<.001) and negative relationship with quality of life; PCS (r=-495, p<.001) and MCS (r=-.411, p<.001). The symptom experiences of an asthma patient along with sleep quality and quality of life turned out to be correlated. Therefore, this study is expected to be utilized as a basis for the development of assessment tools and arbitration programs to elucidate symptom experiences of asthma patients from various aspects and enhance their sleep quality and quality of life.

• Journal of Korean Society of Transportation
• /
• v.36 no.1
• /
• pp.13-22
• /
• 2018

Buses, one of the representative public transportation modes, are divided into a vareity of service types according to the purpose of operation, operating distance, and management agencies. Although bus-involved crashes may cause large amount of damage due to the higher number of passengers boarded on a bus, prior research has little focused on crash severity according to bus service types. This study aims to investigate factors influencing crash severity in bus-involved crashes and to present policy implications to reduce crash severity by bus service type. To do this, bus-involved crash data from the Traffic Accident Analysis System (TAAS) during five-year period are used. Ordered probit models for three types of bus service, i.e., city bus, suburban and express buses, and charter buses, are estimated to analyze the factors of accident severity. The results show that there are significant differences of factors affecting crash severity among the types of bus services while speed and road surface influence all the types of buses. In case of local buses, time of day, roadway alignment, and installation of a traffic signal are found to be statistically significant factors. Seat belt and road class have significant effects on injury severity of the intercity and express buses. Chartered buses have time of day, driving experience, seatbelt, traffic signal, and day of week as the significant factors. The results of this study are expected to contribute to the reduction of the crash severity by each bus service type.

• Journal of Digital Convergence
• /
• v.16 no.4
• /
• pp.195-203
• /
• 2018

This study was conducted to investigate the types and methods of dental impression materials used in dental clinics in south Korea, the questionnaire was surveyed by a self-administered method for one dentist in a one dental clinic, the collected data were statistically analyzed using SPSS 20. The most frequently used addition silicone impression materials were used in most dental treatment. It was confirmed that the method of taking impression materials having different flow properties(light body and heavy body) was most preferred at one time, also, the implant impression taking method was the most preferred for two rubber impression materials with different flow properties, both direct and indirect. There were statistically significant differences in age and clinical experience between the methods of impression taking of casting restorations and prosthetic according to general characteristics. These results are expected to be helpful for the development of theoretical and practical work based on the basic data for impression material development and research and the preference of impression materials required for dental professional in clinical practice.