• Journal of Distribution Science
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• v.16 no.8
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• pp.69-77
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• 2018

Purpose - With growing competition in the service distribution industry, the importance of managing customer complaints has increased. If firms handle customer complaints effectively, they can strengthen customer loyalty and repurchase intention. Many studies have focused on customers expressing complaints, yet research on silent customers is scant. This study focuses on two types of complainers and non-complainers. In other words, this study is to examine the value of voice complaint intention and no-action intention. This study also investigates how perceptual and relational factors affect complaint intention. Research design, data, and methodology - This study was carried out using the survey with undergraduate students who have faced a service failure in a retail store(fast foods, electronics, apparel). And if such complaint were to occur again, respondents were asked about any possible action they would take. 300 questionnaires were distributed and a total of 279 respondents provided complete and usable data. The sample consisted of 158 males(56.6%) and 121 females(43.4%). The structural equation modeling analysis was used for the hypothesis test. Results - The results are as follows. First, attitude toward complaining, likelihood of successful complaint, and ease of complaint were positively related to voice complaint intention. Second, attitude toward complaining, likelihood of successful complaint, and ease of complaint were negatively related to no-action intention. Third, commitment was positively related to voice complaint intention but didn't have a significant negative impact on no action. Forth, voice complaint behavior reduced switching intention and no-action intention enhanced switching intention. Conclusions - The findings of this study confirm the value of complaint behavior and show voice complaint intention and no-action intention should be managed differently. Voice complaint intention is evaluated positively because it reflects customers' concerns about the company, while no-action intention is evaluated negatively. Attitude toward complaing is the most effective in increasing voice complaint intention and likelihood of successful complaint is a major factor in reducing no-action intention. Also, in explaining switching intention, voice complaint intention plays a more important role than no-action intention.

• Korean Journal of Organic Agriculture
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• v.22 no.1
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• pp.81-96
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• 2014

This study is aimed to examine the mediated effects of consumer recognition in relationship of local food tour experience and intention of action in the revitalization of local food. Questionnaire survey target was women in 30s and 40s. The local food tour experience is independent variable, intention of action is dependent variable, and consumer recognition is analyzed as mediated variable. As a result, consumer recognition which is mediating variable has two subordinated variables. One is direct affect and the other is indirect affect. Between local food tour experience and intention of action, there was partial mediating effect. Thus, through tour experience, consumer can have positive recognition of freshness, safety, health, taste, price, job creation and relationship. That affects to the intention of action. Based on the results of the study, it is necessary to learn success case for marketing revitalization, and develop and operate experiencing tour education program to manage customer continuously.

• Journal of Korean Society for Quality Management
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• v.45 no.4
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• pp.847-866
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• 2017

Purpose: The purpose of this study is to examine the effects of educational service quality, participation intention, and educational performance in action learning class. Methods: The proposed research model is tested using structural equation modeling for hypotheses based on the data collected from one of action learning class. Results: The results indicate that educational service quality(reliability, assurance, tangibles, empathy, information accuracy, and relationship quality) positively affects participation intention which in turn improve educational performance, including aspects of before and after class of action learning. In addition, participation intention in classroom positively affects educational performance with both groups. For after class of action learning, the result confirms the effect of responsiveness of educational service quality on participation intention, however, in before class of action learning there is not showed a significant relationship. Conclusion: This study would provide useful information and can be applied to the improvement of educational performance through the participation of students by the instructors and the educational institutes who want to apply the active learning forum in classroom.

• Culinary science and hospitality research
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• v.18 no.1
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• pp.168-181
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• 2012

The purpose of this study is to examine the influences of the tourists' action orientation on satisfaction with a festival and post intention of action of the tourists who attended a festival. The survey were conducted to analyze the tourists' action orientation, aiming at the tourists who attended 2011 Korea Food Festival, and 213 samples were collected The result of this empirical test indicated that the tourists' action orientation had influence on satisfaction with the festival and post intention of action. And among the tourists' action orientation factors, 'self-extension' had more influence on satisfaction with the festival and post intention of action. In addition, satisfaction with the festival and post intention of action were found to be positively correlated. Finally, theoretical and practical implications of this study were suggested in order to build a series of festival maketing strategies for tourist satisfaction.

• Journal of Fashion Business
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• v.7 no.4
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• pp.26-42
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• 2003

On-line clothes sale are on the increase, and the returns(for replacements or refunds) of the clothes are also increasing. Many studies on off-line consumers' complaints were made before, but few studies on the returns of clothes sold on-line have been made. From this viewpoint, this study was conducted to know what effect returns of clothes sold on-line have on their brands. Therefore, this study was first focused on the factors affecting complaint acts(return intention or return acts) such as lack of information and recognition of product, delivery errors and product defects concerning on-line sales, and second investigated the changes of buyers' attitude toward the brand following the their acts of returning the buyers, and third looked into the changes of on-line buyers' attitude toward the brand. The study is carried out by subdividing the objects of the study into return action(replacement, refundment) and purchasers who experienced return intention. Such experience is demonstratively analyzed to find how it has affected the attitude toward the brand. The study comes up with the following outcomes. First, the effect factor causing complaint action(return action, return intention) on-line is shown as the lack of the information and recognition of the product. Second, it is revealed that the effect factor causing complaint(return action, return intention) does not lie in an error in delivery or a defect of a product. Third, the positive response of a brand to a return action does not raise the repurchasing intention and positive attitude of purchasers who experienced returning a product, but lowers their private complaint action intention. Fourth, the repurchase intention of purchasers who experienced return intention for the brand is lowered, but their negative attitude and private complaint action intention is not raised.

• The Journal of Korean Academic Society of Nursing Education
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• v.21 no.2
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• pp.168-181
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• 2015

Purpose: This study was conducted to determine the factors affecting the prevention of needle stick injury. Methods: Data collection was conducted during the period July 15-31, 2013 by a self-administered questionnaire involving 220 nurses working in 7 hospitals. The data was analyzed by SPSS v18 and AMOS v18. Results: Actions by nurses to prevent needle stick injury were directly and indirectly influenced by perceived benefits, attitude toward the behavior, perceived behavioral control, and intention underlying the behavior. Specially, perceived behavioral control is verified to have not only direct influence but also indirect influence on the performance of preventive action through the intention underlying the behavior. Also, perceived benefits indirectly influence the intention toward the behavior and performance of preventive action through attitude toward the behavior and perceived behavioral control. The predictor variables in this model are 52% explicable in terms of intention of prevention action against needle stick injury, and 66% explicable in terms of performance of preventive action. Conclusion: To ensure high performance of preventive action against needle stick injury, constructing not only the solution that inspires the intention toward behavior but also a system that can positively solve and improve obstructive factors in behavioral performance is of primary importance.

• 한국체육학회지인문사회과학편
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• v.58 no.1
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• pp.217-228
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• 2019

The purpose of this study is to test the mediating effect of coping plan and action plan in the relation between leisure-time physical activity(LTPA) intention and exercise behavior and to extend the literature in theory of planned behavior. We examined the mediating role of implementation plan-namely coping plan and action plan in the effect of intention to physical activity on exercise behavior. To attain the goal of study, we asked collegiate students (n=253; male=118, female=105) report their intention toward LTPA, coping plan, action plan, and self-reported exercise behavior. Collected data was analyzed using statistical program software (i.e., SPSS, AMOS) for SEM and mediation analyses. The results revealed that intention toward LTPA was positively related to implementation plan (coping plan and action plan) and exercise behavior. Collegiate students' intention toward LTPA positively predicted their exercise behavior mediated by implementation plans. Specifically, LTPA intention among collegiate students predicted their exercise behavior via coping plan and action plan. The findings showed that coping plan and action plan partially mediated in the relation between LTPA intention and exercise behavior. In conclusion, students' intention to be getting physical active in leisure-time physical activity explains lifetime physical activity or the level of recent exercise behavior possibly via coping plan (e.g., how to overcome barriers to exercise) and action plan (e.g., when and where I exercise and get physically active). The conceptualization of coping plan and action plan in implementation plans and test of its model better to explain the intention-behavior gap would help exercise instructors or practitioners effectively develop their plans and strategies toward targeted exercise behavior.

• Journal of Families and Better Life
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• v.29 no.6
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• pp.9-25
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• 2011

This study was performed to explore the factors that affect debt-use intention of young defaulters. In addition, this study compares three models that predict the intention to use debt by young defaulters: the theory of reasoned action and two variations of it. Specifically, this study proposes an extended theory of reasoned action by introducing Ao in place of the cognitive structure in the theory of reasoned action. In addition, this study proposes Ao as an independent variable that acts on BI rather than a dependent variable. Self-administered questionnaires were completed by 196 young defaulters attending a credit management education session held by the Credit Counseling & Recovery Service in Kwang-ju, Korea. Based on the study, the conclusions are as follows: the extended theory of reasoned action as proposed in this article most suitably explained the intention to use debt by young defaulters. It was also found that young defaulters were affected by attitudes toward debt, attitudes toward using debt, and subjective norms. It is therefore suggested that an attitudinal message would change the behavior effectively for young defaulters. The findings appeared to support the usefulness of the extended theory of reasoned action and the role of Ao as an independent variable as proposed in this article to explain the intention to use debt by young defaulters. These findings have an important theoretical meaning in that they modify two existing attitude theories in the context of consumer behavior.

• Journal of Korean Academy of Nursing
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• v.46 no.4
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• pp.572-582
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• 2016

Purpose: The purpose of this study was to construct and test a structural equation model for pressure ulcer prevention action by clinical nurses. The Health Belief Model and the Theory of Planned Behavior were used as the basis for the study. Methods: A structured questionnaire was completed by 251 clinical nurses to analyze the relationships between concepts of perceived benefits, perceived barriers, attitude, subjective norm, perceived control, intention to perform action and behavior. SPSS 22.0 and AMOS 22.0 programs were used to analyze the efficiency of the hypothesized model and calculate the direct and indirect effects of factors affecting pressure ulcer prevention action among clinical nurses. Results: The model fitness statistics of the hypothetical model fitted to the recommended levels. Attitude, subjective norm and perceived control on pressure ulcer prevention action explained 64.2% for intention to perform prevention action. Conclusion: The major findings of this study indicate that it is essential to recognize improvement in positive attitude for pressure ulcer prevention action and a need for systematic education programs to increase perceived control for prevention action.

• Journal of Digital Convergence
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• v.19 no.6
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• pp.73-83
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• 2021

This study identified the factors that influence the problem solving intention of students who completed the action learning-based creativity programs based on the theory of reasoned action, and examined the influence relationship between these factors. As a result of the study, first, subjective norms of problem solving had a positive effect on problem solving intention, and second, attitude toward problem solving had a significant effect on problem solving intention. Third, it was found that students who had experience of participating in a patent education program applying the action learning methodology had a positive effect on the relationship between their attitude toward problem solving and their intention to solve the problem. These findings confirmed that in order to enhance the problem-solving intention, which is the basis for creativity of university students, it is important to spread the positive value of problem-solving within the university and to give students a positive attitude toward problem solving.