• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.19 no.3
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• pp.69-79
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• 2024

Companies should resolve consumer dissatisfaction and increase brand loyalty by actively identifying the factors of consumer dissatisfaction and proactively responding to expected complaint behavior to induce repurchase. This is a management goal that should be pursued in common regardless of the size of the company. The specific purpose of this study is to find out whether the degree of dissatisfaction differs depending on whether or not consumers' expected performance before purchase and the actual perceived performance after purchase is compared, whether the degree of dissatisfaction affects the type of complaint behavior, which is a subsequent behavior, and whether the attributable behavior has a moderating effect in this process and whether the persistence of the result and the controllability of the cause act as a factor that determines the attribution position. In particular, compared to general companies, venture companies are more likely to overload the information processing ability of managers and are likely to make various irrational errors in decision making, so this study has important academic and practical implications. As a result of the analysis, the negative inconsistency group had the highest degree of dissatisfaction, and the higher the degree of inconsistency, the higher the dissatisfaction. The attributable behavior of unsatisfied consumers had a moderating effect on the degree of dissatisfaction, and the dissatisfaction was significantly higher in the external attributable group than the internal attributable group, which was statistically significant. On the other hand, the persistence of the result had a statistically significant effect on the attribution position, but the controllability of the cause was not. The degree of attributable behavior and dissatisfaction did not affect the type of complaining behavior, showing limited influence. Along with the interpretation of these results, this study presents various implications, especially for small and medium-sized/venture companies that provide new durable products.

• International conference on construction engineering and project management
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• 2020.12a
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• pp.417-422
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• 2020

Vast quantities of environmental pollutants from construction projects are causing significant damage to nearby local communities and thus generate environmental complaints. The construction company, responsible for compensating and resolving environmental complaints, suffers economic damages due to additional expenditures and schedule delays in construction projects. Meanwhile, the construction industry can stagnate from a broader perspective. Therefore, this study aimed to propose a framework for developing an automated management system which consists of two models for environmental complaints in construction projects: (i) the prediction model: a model for predicting environmental complaints based on factors related to environmental complaints; and (ii) the prevention model: a model for providing construction companies with the optimal prevention measure to effectively prevent environmental complaints according to the results of the prediction model. In addition, the algorithm for integrating the developed models into the management system in construction projects was proposed. Eventually, the application of the management system to construction projects can ensure the profitability of construction companies and mitigate damage from environmental pollutants to the nearby local community.

• The Journal of Economics, Marketing and Management
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• v.11 no.3
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• pp.81-92
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• 2023

Purpose: The purpose of this study is to identify the determinants of store occupancy based on the rental characteristics of small and medium-sized enterprises (SMEs) renting buildings across the country, and to analyze the satisfaction level after opening. Research design, data and methodology: The study conducted an empirical survey through questionnaires targeting individual business owners, corporate representatives, and executives and employees nationwide, including Seoul, Gyeonggi, and other metropolitan areas and provincial cities. Results: In this study, the most important factor that SMEs consider when deciding whether to rent a commercial building or office is financial characteristics, followed by management characteristics, location characteristics, building characteristics, and facility characteristics. In addition, management characteristics were found to have the greatest impact on rental satisfaction of SMEs, followed by financial characteristics, building characteristics, and location characteristics in order. Conclusions: Since the lessor cannot immediately improve the location characteristics or building characteristics, in order to increase the rental satisfaction of small and medium-sized businesses in a relatively short period of time, it is necessary to improve managerial characteristics such as prompt civil complaint handling and clean management of the building. In addition, it is analyzed that if the factors that can reduce the burden on the tenants are found in advance and reflected in the financial characteristics, the satisfaction of the tenants can be increased.

• Journal of Chest Surgery
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• v.24 no.6
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• pp.547-554
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• 1991

From May 1965 to December 1990, 78 patients with chest wall tumors were operated on. The mean age of the patients was 31.5 years with 50 male and 28 female patients. Forty-nine cases[62.8%] were developed at bony or cartilaginous wall and 29 cases[37.2%] at soft tissue of chest wall. Thirty-two of them[41.0%] were malignant, either primary or metastatic, and 46 tumors[59.0%] were histologically benign. For 55 patients who were operated on since 1982, 6 surgical biopsies. 39 tumor excisions, and 11 wide excisions with chest wall reconstruction were done. Preoperative factors favoring diagnosis of malignant neoplasm were; 1] old-aged male patient, 2] bone or cartilaginous tumors, 3] involvement of multiple ribs, 4] complaint of pain, 5] large size on palpation[larger than 4cm]. With proper diagnosis and management plan, we think, operations of chest wall tumors can give good results.

• Journal of the Korea Safety Management & Science
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• v.6 no.2
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• pp.11-21
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• 2004

Objectives: The aim of this study is to determine prevalence and related factors of musculoskeletal symptoms in electronics assembly line workers. Method: A questionnaire survey was performed on 350 workers in In-chon city. The questionnaire consisted of questions on the general characteristics, work duration, working hours, hobby activity hours, housekeeping activity hours and standardized descriptions of NOISH on musculoskeletal symptoms. Result: Complaint rates of musculoskeletal symptoms by anatomical site were as follows: shoulder, 67% : neck, 40.4% : waist, 28.7% : wrist and hand, 27.1% : foot and leg, 14.4% : arm and elbow, 11.2%. Significantly higher prevalence of shoulder musculoskeletal symptom was found women than men, married than unmarried, less than 1hours housekeeping activity than over 1hours housekeeping activity. Multiple logistic regression analysis identified gender, marital status and housekeeping activity as the main affecting factors for shoulder musculoskeletal symptoms. Conclusions: The most prevalence of musculoskeletal symptoms was shoulder site. It was higher in married women and over 1hours housekeeping activity in a day. It is recommended that married women should be reduce housekeeping activity time.

• Journal of Korean Society for Quality Management
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• v.24 no.4
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• pp.141-155
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• 1996

In service industries, it is very hard to transform the quantified factor into qualified one. Nowadays, however, service industries employee various methods developed by the academic society to manage effectively. Therefore, we have focused our research on QFD that is applied to improve the flow of execution in customer complains in Air Lines which can be considered as the representation of Service Industries. QFD is a method of developing new service with response to the demand from customer thanks to the application of QFD. In this paper we decide the priority of the department for executing the customer service of Air Lines. After setting up the relations among departments, we analyze the problems caused by the contact between customers and departments.

• Journal of the Korean Operations Research and Management Science Society
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• v.35 no.3
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• pp.1-24
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• 2010

As the Internet is explosively growing and the market is rapidly globalized, many entrepreneurs have been given an impetus to take on the function of the intermediation between providers and customers. Organizations performing the mediating roles in the cyberspace are termed 'cybermediary' and often called 'Openmarket' as a kind of transactional cybermediary in Korea. Despite sustainable growth of Openmarket, customer complaints and damages are increasing because of absence of recovery standards after a service failure. Therefore, it is important that a service provider converts dissatisfied customers to advocates for the growth of the Openmarket. This study aims to examine the role of recovery of the service failures for the Openmarket by proposing a relationship between complaint handling and continuance based on the equity theory. From the empirical results, we found that interactional equity had significant effects on both overall service satisfaction and recovery satisfaction, while procedural equity significantly influenced only recovery satisfaction. Recovery satisfaction also had an impact on overall service satisfaction and each satisfaction factor was positively related to continuance intention.

• KIEAE Journal
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• v.8 no.2
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• pp.79-86
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• 2008

A housing project is very sensitive the changing environment. Therefor, a housing project is the high risk. Therefor in order to be succeed the project it becomes necessary to effectively manage the risk involved in the process of the housing project. This study analysed the risk factors that involved in the process of the housing project as compared with the precede research. The results of this research are as follows : First, complete feasibility study and verification with conviction in market and environment are required. And, securing organization and specificity for simulation and variation of environment are required in the process by step. And then, complaint and flaw are required in the final stage. The results of this study can be used as the guideline to make the risk management system for the housing project.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2003.05a
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• pp.620-627
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• 2003

The real option pricing theory has emerged as the new investment decision-making techniques superceding the traditional discounted cash flow techniques and thus has greatly received muck attention from academics and practitioners in these days the theory has been widely applied to a variety of corporate strategic projects such as a new drug R&D, an internet start-up. an advanced manufacturing system. and so on A lot of people who are interested in the real option pricing theory complain that it is difficult to understand the true meaning of the real option value. though. One of the most conspicuous reasons for the complaint may be due to the fact that there exit many different ways to calculate the real options value in this paper, we will present a replicating portfolio method. a risk-neutral probability method. a risk-adjusted discount rate method (quasi capital asset pricing method). and an opportunity cost concept-based method under the conditions of a binomial lattice option pricing theory.

• Knowledge Management Research
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• v.11 no.3
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• pp.59-76
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• 2010

The knowledge of customer in healthcare service industry is widely accepted as one of the key information for the customers' satisfaction. Previous studies on the customer knowledge about service recovery showed that service providers are having difficulties with standardizing interaction with customer, This study investigated the attribution according to the failure in providing medical services and customer's participation as preceding variable of attribution. A survey was carried out targeting an obesity clinic having high participating rate from May 10 to May 28, 2010. The research results revealed that from whom the responsibility of the service failure originated between the patients and the medical institutions depending on the extent of the patients involvement in service process.