• Journal of Distribution Science
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• v.12 no.8
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• pp.31-42
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• 2014

Purpose - Recently, a variety of activities for practicing the continuing management of domestic and foreign companies have been conducted and further, corporate social responsibility for maximizing the value of stakeholders such as customers, cooperative companies, and the local community emerges as a key business strategy. Accordingly, the issue of whether corporate image and customer value through corporate social responsibility activities positively affect customer loyalty and customer attitude is investigated in this study. Research design, data, and methodology - Corporate social responsibility activities are classified into legal and moral activities, environmental protection activities, economic activities, and community service activities; further, customer values are classified into emotional value, functional value, and social value, to determine the parameters. In addition, the strategic approach direction of social responsibility activities is justified as a strategy for effectively achieving the expected results that corporations seek by proving the effect of these parameters on customer loyalty. Results - The study results can be summarized as follows. First, legal and moral activities, environmental protection activities, economic activities, and community service activities are four types of CSR activities affecting meaningful improvements in corporate image. Second, legal and moral activities affect factors that meaningfully improve customer value, including factors such as emotional value, functional value, and social value, while environmental protection activities affect improvements in the factor of social value only. Third, corporate image affects meaningful improvements in customer value. Fourth, corporate image affects improvements in customer loyalty positively. Fifth, the three factors of customer value, that is, emotional value, functional value, and social value affect meaningful improvements in customer loyalty. Sixth, customer value acts to partly mediate the effect of companies' CSR activities on customer loyalty. As shown in the study results above, it was verified that CSR activities affect meaningful improvements in corporate image and customer value and, in turn, corporate image and customer value affect meaningful improvements in customer loyalty. In addition, it was verified that customer value acts to partly mediate the effects of companies' CSR activities on customer value. Conclusions - Accordingly, the results of this study suggests as follows. First, it was clearly verified that customers' recognition of CSR efforts has a positive effect on corporate image, customer value, and loyalty because CSR activities improve the relationships between customers and corporations by providing customers with value. Second, it was suggested that corporations implement social contribution activities strategically according to the theory that the higher the rate of CSR activities, the better the corporate image and repurchase intention would be, which is a theory verified through practical analysis. Corporations should do this by constructing positive relationships from the value perceived by customers. To summarize the study results in a brief manner, it is suggested by the results of the study that a corporation should conduct CSR more actively to make customers recognize the positive image of their products and services.

• Korea Trade Review
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• v.45 no.6
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• pp.77-97
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• 2020

This study investigates the effects of O2O-based mobile shopping application (O2O MSA)'s information and service quality on the user's perceived privacy protection, satisfaction and loyalty. In this study, 969 questionnaire reponses were collected, out of which 555 were used to estimate the structural paths using PLS-SEM (partial least square structural equation model) for the hypothesis test. Our empirical findings are drawn from Chinese respondents that live in a 1-line city in China and use O2O MSAs serviced by China's leading companies. This study examines and confirms that qualified information and service of O2O MSA positively affect both perceived privacy protection and customer satisfaction, which finally leads to customer behavioral loyalty through the perceived privacy protection. Further, this study presents effective practical implications for application development strategy suitable for users in the O2O-based mobile shopping industry.

• Journal of the Korea Safety Management & Science
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• v.24 no.4
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• pp.85-93
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• 2022

Today's customer service providers, who have the greatest impact on customer satisfaction, are experiencing severe stress and job burnout due to various causes. Unlike general companies, the corporation has a relatively high level of dissatisfaction with customer service since there is a large conflict between the provision of kindness and the reasonable handling of civil complaints according to laws and regulations. In order to analyze the environment of the NPS' customer service providers, 5.583 branch employees working at the National Pension Service and 407 call center employees were surveyed online using the questionnaire function of the Enterprise resource planning system. The contents of the survey consisted of a survey on customer-facing employees, the level of awareness of customer-facing workers protection measures, and opinions on improvement and supplementation related to customer-facing workers protection measures. As a result of the survey, 72.8% of the total respondents experienced grievance complaints, and the proportion of call center employees was even higher at 89.0%. In addition, both the branch and the call center had the largest share of complaints about obstruction of business, unreasonable demands, abusive language, and verbal abuse. More than 40% of call center employees in their 20s and 30s experienced the highest frequency of complaints 13 or more times a year. The most difficult thing in the process of responding to complaints was that both branch offices and call centers had insufficient psychological recovery time, lack of space, and lack of help from colleagues and superiors. Based on the survey analysis, it is suggested to establish a countermeasure through case analysis rather than the right to suspend work for civil complaints that cannot be handled, such as customized manuals and action strategies for the age group with high grievance complaints.

• Korean Journal of Occupational Health Nursing
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• v.30 no.4
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• pp.145-155
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• 2021

Purpose: The purpose of this study was to examine the effects of customer violence experiences, protection systems, and monitoring systems on the subjective health status of salespersons and electronic machine repairers. Methods: A total of 934 persons were sampled nationwide, including 582 salespersons and 352 electronic machine repairers, from March 2~30, 2020 and asked to fill out a self-reported questionnaire. Results: The findings show that electronic machine repairers were more exposed to customer violence and had a weaker protection system than salespersons. They also experienced severe control from management through a monitoring system. The regression analysis revealed that verbal violence had a negative impact on the subjective health status of electronic machine repairers (p=.021). A worker protection system had significant effects on the improved subjective health status of salespersons (p=.009). Depression and fatigue had negative impacts on the subjective health status of both salespersons (depression: p<.001, fatigue: p<.001) and electronic machine repairers (depression: p<.001, fatigue: p=.002). Conclusion: These findings put a greater emphasis on the need for worker protection systems to prevent workplace violence and a health promotion program to manage depression and fatigue in workplaces.

• Journal of Information Technology Applications and Management
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• v.16 no.4
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• pp.79-92
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• 2009

With the rising reliance on market estimation through customer analysis in customer-centered marketing, there is a rapid increase in the amount of personal data owned by corporations. There has been a corresponding rise in the customers' interest in personal information protection, and the problem of personal information leakage has risen as a serious issue. The purpose of this research is to develop a diagnosis model for personal information protection that is suited to our country's corporate environment, and on this basis, to present diagnostic instruments that can be applied to domestic corporations. This diagnosis model is a structural equation model that schematizes the degree of synthetic effect that administration factors and estimation items have on the protection of personal information owned by corporations. We develop the model- consisting of the administration factors for personal information protection and the measurement items of each factor- using the development method of standardized structural equation model. We then present a tool through which the administration factors and estimation items verified through this model can be used in the diagnosis for personal information protection in corporations. This diagnostic tool can be utilized as a useful instrument to prevent in advance the leakage of personal information in corporations.

• Journal of Arbitration Studies
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• v.12 no.2
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• pp.373-418
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• 2003

This is to study intellectual property(IP) protection of contents which is related with transactions upon internet network. Issues of electronic transaction and infringement cases were studied and analyzed for intellectual property protection. Upon those study, utilization and activation of contents, dispute settlement and method of IP protection were suggested. To achieve this study purpose, it consists of 5 chapters. In chapter 1 introduction, it's mentioned purpose, scope, and method of this study. In chapter 2, outline of contents and e-Commerce, and subject of IP protection upon internet were studied. In chapter 3, issues and dispute factors of IP were discussed and infringement cases were analyzed. It found out that infringements would be variety and complex due to technology rapidly changes. In chapter 4, IP protection plan and responsibility of webmaster were studied and emphasized to protect IP upon Internet. Also, protection against infringement and method of dispute resolution were studied and suggested the method. In this study, the protection plan was suggested because IP protection of contents in internet would be many cases upon internet technology. It found out that technology was important for business expansion of contents, e-Commerce and IP protection, and to enact a law related with IP. In chapter 5 conclusion, this study was summarized and further research was suggested. This study results are 1. IP related laws had better enact or revise to meet internet technology changes for IP protection timely, 2. local laws are to change and develop to harmony with international norm and trends, 3. consolidation of IP related laws for unification of IP statement should be incurred to avoid unnecessary energy of legislation and not to create dispute matters. That's also for customer satisfaction. In conclusion, not to incur ADR and for IP protection of contents, IP related laws would be promptly made or revised, according to technology change trends and for international harmony, That's for internet related industry development and customer satisfaction.

• Journal of the Korea Safety Management & Science
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• v.10 no.3
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• pp.145-154
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• 2008

The Location Based Services (LBS) comprise spatial information and mobile technology allow users to receive various services based on Global Positioning Systems (GPS). Although, spatial information based services are very useful, it has lots of possibility to damage privacy protection. But the contents of the legislation by government have problems conflicted between protection of a person's location information and invigoration LBS. Therefore, in this study suggest a causal model to deal with user satisfaction and factors affecting spatial information based services to customer perspective. The proposed research model is tested empirically with one hundred and forty one usable questionnaires and partial least square (PLS) method. Experimental results showed that the usefulness, playfulness, and service quality play a prominent role in influencing the spatial information services satisfaction compared to other factors. But, easy of use and perceived risk are not significant.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.30 no.1
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• pp.33-40
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• 2007

A multi-server queueing system with finite buffer is considered. The input flow is the BMAP (Batch Markovian Arrival Process). The service time has the PH (Phase) type distribution. Customers from the BMAP enter the system according to the discipline of partial admission. Besides ordinary (positive) customers, the Markovian flow (MAP) of negative customers arrives to the system. A negative customer can delete an ordinary customer in service if the state of its PH-service process belongs to some given set. In opposite case the ordinary customer is considered to be protected of the effect of negative customers. The stationary distribution and the main performance measures of the considered queueing system are calculated.

• Proceedings of the Safety Management and Science Conference
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• 2007.04a
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• pp.373-385
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• 2007

The Location Based Services (LBS) comprise spatial information and mobile technology allow users to receive various services based on Global Positioning Systems (GPS). Although, spatial information based services are very useful, it has lots of possibility to damage privacy protection. But the contents of the legislation by government have problems conflicted between protection of a person's location information and invigoration LBS. Therefore, in this study suggest a causal model to deal with user satisfaction and factors affecting spatial information based services to customer perspective. The proposed research model is tested empirically with one hundred and forty one usable questionnaires and partial least square (PLS) method. Experimental results showed that the usefulness, playfulness, and service quality play a prominent role in influencing the spatial information services satisfaction compared to other factors. But, easy of use and perceived risk are not significant.

• Journal of Internet Computing and Services
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• v.15 no.2
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• pp.59-71
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• 2014

This study applied customer perspective to find out ways how to protect customers' privacy by themselves. It does so by examining the factors which affect customer privacy protection behaviors. Based on the Privacy Act, this study developed the construct of Privacy Rights awareness and finds the law's effect on privacy awareness and behavioral change. The study finds that there exists a significant difference in privacy protection behavior according to privacy rights awareness. Independent variables are as follows: Five variables (Perceived vulnerability, Perceived severity, Perceived response effectiveness, Perceived barriers, Privacy Rights awareness) were tested as critical variables influencing Behavioral Intention in PMT model. Privacy awareness had a moderating effect on the relationship between perceived severity and privacy protection behavior. This study would contribute on theoretical expansion of Protection Motivation Theory and also provide practical implications for effective ways to promote behavioral changes.