• Asian Pacific Journal of Cancer Prevention
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• v.15 no.1
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• pp.1-2
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• 2014

• Korean Association of Arts Management
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• no.60
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• pp.93-119
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• 2021

How an organization communicates to relevant stake-holders in a crisis is critical to gain continued social acceptance and legitimacy. In this paper, we examine the evolution of crisis communication strategies by the Arts Council Korea(ARKO) in response to the Blacklist case that unfolded from 2017 through 2019. In doing so, we focused on the 'Pop-up Theater case', where ARKO officials had exercised their discretion to have the play produced by theater artists be discontinued because they had viewed that the play was engendering the imagery of the Sewol-Ho tragedy. Using a case study methodology, we follow a series of events that occurred during this crisis management process, analyzing three apologies issued by the ARKO. In doing so, we draw on Hearit (2006)'s crisis management theory to evaluate how ARKO's crisis communication was managed. Overall, our study highlights that without incorporating truthfulness and sincerity congruent with stakeholder expectations, an organization's crisis communication is likely to be less successful.

• Journal of agricultural medicine and community health
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• v.36 no.3
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• pp.191-191
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• 2011

This article is retracted by the request of the author due to serious errors found in data analysis. The author would like to express sincere apologies to the readers for any inconvenience caused by this retraction.

• Journal of Electrical Engineering and Technology
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• v.13 no.1
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• pp.532-532
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• 2018

This article has been retracted at the request of the authors and/or the Editor in Chief. Reason: After the paper published, the authors have found that the intellectual property for this paper was a company's own. As a result, the authors have elected to withdraw the complete article with apologies to the scientific community

• Journal of the Korean Professional Engineers Association
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• v.43 no.5
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• pp.43-47
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• 2010

The epoch-making event of history called "JE JU 4.3" took place in JE JU beautiful island on liberation political situation in 1948. The cruelties of this event were reported awful life loss over 30,000, cruel slaughter by government, scorched villages in mountain area, silence exaction and disadvantage of implication for long time over 40 years. But, the real features are in still a fog.. Recently, the searching movement has arised owing to democracy atmosphere and literature works with "JE JU4.3" materials were published from 1988 and the government announced official apologies in 2003. The novel "The Sun-set on Halla Mt", one of those works, is accessible to real history due to its time/space back ground and the real name of persons who were related with this event. It is important for readers to consider the difference between real history and fiction story. Because a historical novel should be evaluated by writer's theme rather than history character.

• Korean journal of communication and information
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• v.59
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• pp.180-210
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• 2012

The purpose of the study was to analyze the apologies made in Korea for the past 10 years, and to diagnose how Koreans used crisis communication strategies. For the analysis, typology of crisis communication strategy was adopted from previous study as well as the new typology distinctively found in Korea. Also preferred crisis communication strategies were analyzed by crisis subject, by crisis type and by stage of crisis. Results showed that among the crisis communication strategies, apology and corrective action were the most used strategies, followed by bolstering and appealing to sympathy. Preferred crisis communication also differed by crisis subject, by crisis type and by stage of crisis. When the crisis subject were government or public institutions, when the locus of crisis responsibility was internal, and when the crisis was a controllable human/social crisis, the justification strategy was preferred. The results seemed to be related to the unique cultural characteristics of Koreans, especially to sense of Cheong and Chemyon. Indirect corrective action and transcendence were Chemyon-saving strategies while bolstering and appealing to sympathy were strategies appealing to Cheong. Future study should address the new typology of crisis communication strategy reflecting the cultural characteristic.

• Korean Journal of Culture and Social Issue
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• v.21 no.1
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• pp.97-118
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• 2015

The aim of the present study was to examine moderating effects of self-esteem on perceived transgression wrongness and forgiveness defined as Worthington and Scherer's (2004) emotional forgiveness and decisional forgiveness when receiving apologies. Data collected from 861(486 males, 375 females) Korean college students were analyzed with hierarchical multiple regression analysis. The results were as follows. First, on emotional forgiveness, the two-way interaction effect of perceived transgression wrongness and explicit self-esteem was significant. And on decisional forgiveness, the two-way interaction effect of perceived transgression wrongness and explicit self-esteem was significant. The effect of perceived transgression wrongness on emotional and decisional forgiveness for individuals with high explicit self-esteem is stronger than its impact for individuals with low self-esteem. These findings show that explicit self-esteem may play an important role in forgiveness in college students through interactions with perceived transgression wrongness. Second, on emotional forgiveness, the three-way interaction effect of perceived transgression wrongness, explicit self-esteem, and implicit self-esteem was significant. The effect of perceived transgression wrongness on emotional forgiveness for individuals with high explicit self-esteem having high implicit self-esteem is stronger than its impact for individuals with low explicit self-esteem having high implicit self-esteem. These findings show that discrepancies between implicit and explicit self-esteem are detrimental to emotional forgiveness. But, on decisional forgiveness, the three-way interaction effect of perceived transgression wrongness, explicit self-esteem, and implicit self-esteem was not significant. Implications and limitations of this study were discussed.

• Journal of Distribution Science
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• v.15 no.9
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• pp.63-74
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• 2017

Purpose - The purpose of this study is to contribute to the literature on casino services by investigating critical service failures using the critical incident technique (CIT) and provide effective recovery strategies that can be adopted in practice. Research design, data, and methodology - The data were collected from Asian casinos' HNI customers in China, Japan, and the Republic of Korea. This is the first study that has investigated VIP casino customers in leading Asian countries. The research used the critical incident technique (CIT) collect and a total of 227 incidents were analyzed. Results - The results show that three main categories and eleven subcategories are deduced. The first group concerns casino service system failures. The second group relates to service providers' responses to VIP customer complaints. The last group covers employees' attitudes and behavior toward customers. Conclusions - First, the most serious service problem in casinos was the service providers' attitudes rather than the service system failures. Second, Tangible recovery strategies such as "all pay" and "additional comps" were proven to enhance a casino's image and lower customers' intentions to switch. Customers, however, preferred intangible recovery strategies such as considerate responses, reliable problem management, sincere apologies, and accurate explanations.

• Journal of Korea Society of Industrial Information Systems
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• v.13 no.5
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• pp.44-54
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• 2008

The objective of this research is to develop a measurement instrument for service recovery quality in the Internet commerce setting. To this same end, Parasuraman et al.(2005) have devised a scale called E-RecS-QUAL, which we revised and supplemented to develop another instrument named eSR-Q. To guarantee its reliability and validity, this instrument went through the refinement and validation processes for internal consistency and construct validity in terms of convergent, discriminant, and nomological validity. Our final scale consists of four dimensions including responsiveness, compensation, contact, and apologies altogether with fourteen measures. Overall, this research deals with the related research background, the scale development and validation processes, its limitations, and future research directions.

• Journal of the Korean Society of Clothing and Textiles
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• v.48 no.2
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• pp.254-268
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• 2024

Human agents are increasingly being replaced by chatbots. However, like humans, chatbots can also make mistakes in service delivery by failing to provide accurate answers to customer questions while research on service recovery has been highly focused on human employees. Recognizing the necessity of research on effective chatbot service recovery strategies, this study investigated the relationships among service recovery messages (courteous apology vs. humorous apology), perceived sincerity, recovery satisfaction, and continuous usage intention. An online experiment was conducted with the participants randomly assigned to one of two experimental conditions (courteous apology vs. humorous apology). After using the chatbot developed for this study, the participants completed a questionnaire. The analysis results revealed that, in comparison to the humorous apology, the courteous apology had a higher positive predictive effect on perceived sincerity, Furthermore, perceived sincerity and recovery satisfaction sequentially mediated the relationship between the chatbot's courteous apology and continuous usage intention. In conclusion, this study demonstrates that the courteous apology was a more effective approach as a chatbot service recovery strategy. This study offers insights into crafting recovery service messages for chatbots.