• Journal of Convergence for Information Technology
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• v.10 no.12
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• pp.256-265
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• 2020

This study examines the effects of perceived service employee support on customer's negative silence, defensive silence and acquiescent silence, and the effects of such negative silence on relationship retention intention. Through this, we would like to discuss the negative effects of customer's negative silence and suggest strategies to reduce negative silence. This study employed questionnaire survey. The total number of questionnaires used in the final analysis was 220. A structural equation model was used for hypothesis analysis. As a result, the perceived service employee support has a significant negative effect on the defensive silence and acquiescent silence in the failure situation. In addition, acquiescent silence had a significant negative effect on relationship retention intentions and defensive silence had no significant effect on relationship retention intentions. Acquiescent silence had a higher negative effect on relationship maintenance intention than defensive silence, indicating that acquiescent silence was worse than defensive silence.

• The Journal of Industrial Distribution & Business
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• v.10 no.5
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• pp.59-66
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• 2019

Purpose - Many studies show that dissatisfied customers are silent rather than expressing complaints directly to firms. Although silent voices are pervasive in service failure, they have received little attention from researchers. Silence implies a multidimensional nature, not just the opposite of voice. This study focuses on two types of silent students in higher education: acquiescent silence and defensive silence. This study also proposes cognitive trust and affective trust as variables affecting student silence. The objective of this study is to analyse the effects of trust types on student silence and exit intention. Research design, data, and methodology - To test the proposed model, this study conducted a survey with undergraduate students who selected silence in a dissatisfied relationship with a professor. Respondents were asked to respond to the questionnaire, recalling the dissatisfaction at that time. A total of 300 students was surveyed from whom 275 completed questionnaires was obtained. The structural equation model analysis was used for the hypothesis test. Results - First, cognitive trust was negatively related to acquiescent and defensive silence. Second, affective trust was negatively related to acquiescent and defensive silence. Third, cognitive trust was negatively exit intention, but affective trust didn't significantly reduce exit intention. Forth, acquiescent silence was positively related to exit intention, but defensive silence didn't have a significant positive impact on exit intention. Thus, a key result of this analysis was that acquiescent silence enhances exit intention. Conclusions - The findings of the study provide a better understanding of the types of silence, and the role of trust, thus furthering the implication of student reactions to dissatisfaction. In particular, this study is meaningful in that it confirms the value of student silence in the context of complaint management. Acquiescent silence should be more importantly managed because it has stronger negative motive than defensive silence. Acquiescent silence is reduced through various channels(mail, telephone, counseling) that can express complaints. Cognitive trust and affective trust are a essential factors in reducing silence. Also, in explaining exit intention, cognitive trust plays a more important role than affective trust.

• Asia-Pacific Journal of Business
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• v.15 no.3
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• pp.205-231
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• 2024

Purpose - The purpose of this study is to investigate the relationship between workplace bullying and defensive silence/acquiescent silence, and to examine a mediation model of job burnout. Design/methodolgy/approach - The survey questionnaires were distributed to 974 employees of a public R&D institute, financial industry, and public officials in Daejeon and Chungnam, and a total of 322 surveys were collected. 288 valid responses were used for the final data analysis using SPSS 21.0 and Amos 22.0. Descriptive statistics were used to identify demographic characteristics of the sample. Reliability analysis of the measurement was conducted using Cronbach's alpha coefficient, and confirmatory factor analysis (CFA) was performed to check the validity of the measurement. Hierarchical regressions were used to examine the relationship between the variables including the moderating effect of job calling. The mediating effect of job burnout and the moderated mediation effect of job calling was analyzed using bootstrapping with PROCESS Macro installed on SPSS 21.0. Findings - The findings of the study are as follows: First, workplace bullying had a significant positive effect on both defensive silence and acquiescent silence. Second, workplace bullying had a significant positive effect on job burnout. Third, job burnout had a significant positive effect on both defensive silence and acquiescent silence. Fourth, job burnout significantly mediated the relationship between workplace bullying and defensive silence, and between workplace bullying and acquiescent silence. Research implications or Originality - The results of this study show that workplace bullying is an important variable that must be managed, because workplace bullying leads to job burnout that can hinder the performance improvement and innovation activities of the organization, which in turn leads to organizational silence. On the other hand, in the research model, the job calling was used as a moderating variable to alleviate the positive effect of workplace bullying and job burnout on the defensive and acquiescent silence, but there was no significant moderating effect. In addition to the job calling, which is the moderating variable used in this study, it is judged that it is necessary to consider specific measures to prevent members from reaching job burnout and reduce silent behavior by investing appropriate job resources such as supporting colleagues, supervisors and leadership in the workplace.

• Journal of Digital Convergence
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• v.19 no.6
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• pp.185-198
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• 2021

This study is a study to examine and verify the importance of human resources among the various factors that modern companies need to consider in order to cope with the changing environment. As independent variables, acquiescent and defensive silence were composed of the motives felt by members, and creativity and innovation behavior were set as the outcome variables. Through this research, first, the importance of communication between the members of the organization and the manager is investigated, and it is intended to be managed efficiently. Secondly, we would like to confirm the modulating effect of resilience in the relationship between them, and to find out the importance of psychological recovery of members. In the end, this aims to talk about the importance of psychological management and recovery of members in managing human resources. As a result, acquiescent silence negatively affects creativity and innovation behavior, and defensive silence positively affects creativity and innovation behavior. In addition, in the case of the moderating effect of resilience, there was no significant relationship in both defensive silence, creativity, and innovation behavior, and in the case of acquiescent silence, only innovation behavior was found to be significant. This is the result of the combination of the unique characteristics of resilience and the difference in the disposition of the members who choose resignation silence and defensive silence.

• Korean Journal of Culture and Social Issue
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• v.30 no.3
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• pp.321-348
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• 2024

This study examined the relationship between prosocial motivation and acquiescent, defensive, and relational silence behaviors, and identified the mediating effect of emotional job burnout. We also examined whether these relationships differed depending on whether the organization is currently working virtually or not. To this end, we collected 359 samples from Korean employees working in general office jobs below managerial positions using online survey methods. The data were analyzed using SPSS 21.0 and PROCESS Macro, and the results showed that the relationship between prosocial motivation and acquiescent, defensive, and relational silence behaviors was mediated by emotional job burnout, with a partial mediation effect for acquiescent silence and a full mediation effect for defensive and relational silence behaviors. Furthermore, these relationships were found to be the same regardless of whether employees worked virtually or not. Finally, we discuss the implications of our findings, limitations of this study, and suggestions for future research.

• Knowledge Management Research
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• v.18 no.4
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• pp.31-62
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• 2017

It found that employee silence negatively impacts both organizations and their employees as shown in findings from many studies and recently there has been a growing interest in it. Silence is described as intentionally withholding job-related ideas, information, concerns, and opinions. Employee silence may decrease organizational change and innovation and reduce employee learning motivation and knowledge sharing engagement as well. The purpose of this study is to examine the relationships among silence motivations, perceived silence climate, and employee silence; the relationships among employee silence, learning inertia and knowledge sharing disengagement; the mediating role of employee silence between antecedents of employee silence and consequences additionally. The results that analyzed using data from 225 employees in 42 organizations are as follows. First, the impact of silence motivation and perceived silence climate on employee silence are positively significant. Second, the influence of defensive silence motivation on the acquiescent and relational silence motivation is positively significant. Third, the influence of employee silence on learning inertia and knowledge sharing disengagement is positively significant. Forth, employee silence mediates the relationship between silence motivation and perceived silence climate and learning inertia and knowledge sharing disengagement. These results suggest that employee silence is another strong expression and message for organizations to try to establish a learning organization from the perspective of knowledge management.

• Culinary science and hospitality research
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• v.23 no.3
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• pp.123-136
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• 2017

This study aims to understand the influence of employees' perceptions of organizational politics (POP) on organizational silence (OS) and turnover intention (TI) in the foodservice industry and to verify the moderating effects of departments (food & beverage and kitchen) in the relationship among the POP, OS, and TI. Based on a total of 313 useful samples obtained for the empirical research, this study reviewed the reliability and fitness of the research model and verified a total of 2 hypotheses using the AMOS program. The hypothesized relationships in the model were tested simultaneously by using a structural equation model(SEM). The proposed model provided an adequate fit for the data, $x^2=349.889$ (p<0.001), df=100, CMIN/DF=3.499, GFI=0.882, NFI=0.880, CFI=0.911, RMSEA=0.089. The model's fit, as indicated by these indexes, was deemed satisfactory, thus providing a good basis for testing the hypothesized paths. The results of SEM showed that foodservice employees' POP had positive impacts on the defensive silence (DS) and acquiescent silence (AS). In addition, DS and AS had a positive influence on TI. The department (food & beverage and kitchen) was found to have a partial moderating effect in the relationship between POP, OS, and TI. Based on the research findings, we discussed the practical implications and suggestions for the future research.

• Korean Journal of Culture and Social Issue
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• v.23 no.2
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• pp.239-270
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• 2017

This study investigated the nature and dimensionality of the motives why employees showed the silence even though they could speak up their opinions. It aimed to develop the scales measuring employee silence. Thus, three studies were designed and particularly, two studies featured two different studies, totaling five studies. Study 1 conducted open-ended survey asking and 104 workers from a variety of work field answered. With the results of open-ended questions, a were developed, consisting of 60-items to measure employee silence motivation. Study 2 examined the scale developed and 481 workers from diverse work fields participated in. The exploratory factor and 'intra-ESEM' analyses were confirmed the construct of silence motivation, composing 5 factors(acquiescent, defensive, disengaged, opportunistic, relational silence) the 20-items was developed to measure the construct(Study 2-1). Furthermore, 'inter-ESEM' analysis was examined the discriminant validity of scale developed by the current study with general silence behavior and voice behavior. It found that the employee silence was distinguished from general silence behavior and voice behavior(Study 2-2). Study 3 was designed for validation of silence motivation scale which developed from Study 1 and Study 2. Based on these results, the implications and limitations of this study as well as the direction for future study were discussed.

• Korean Journal of Occupational Health Nursing
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• v.31 no.2
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• pp.66-76
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• 2022

Purpose: This study aimed to explore the constructs and context of hospital nurses' organizational silence. Methods: In-depth interviews were conducted with 17 nurses in small-middle general hospitals as well as big university hospitals. We then derived the key themes using grounded theory method. Results: Nine themes and 30 sub-themes were derived: "Willing to be recognized for performance rather than saying", "Getting used to the hard-to-speak climate", "Face the reality that does not change when said", "Complicated situation that prevents self-regulating decision-making", "Conflicts that are difficult to confront", "Unfair responsibilities that I want to evade", "Leaders who don't support me", and "Being blocked in communication". Consequently, the nurses learned to adopt a climate of silence and "learned organizational silence" behavior. They experienced that prosocial silence was essential for obtaining approval as a member of the group, and defensive silence for protecting themselves in the hierarchical structure and unfair responsibilities. Acquiescent silence originated from a futile relationship with their supervisors, one-way communications, and the unsupportive management system, in which three types of silence appeared sequentially or in combination with each other. Conclusion: Based on these results, nursing managers should identify the context of nurses' organizational silence and should lessen these silence behaviors.

• SUVANNABHUMI
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• v.16 no.1
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• pp.103-123
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• 2024

The traumatic experiences of people from peripheral islands are susceptible to mnemocide. Such erasure of memory is facilitated by "defensive and complicit forgetting," which, according to Aleida Assmann, leads to "protection of perpetrators." My paper reflects on the vulnerability of traumas from the islands to mnemocide by looking into [1] the massacre of communists and civilians on Jeju Island, South Korea in 1948 as described in Hyun-Kil Un's short story "Dead Silence" (2017; English trans.) and [2] the eviction of residents and indigenous people from Calauit Island, Philippines for the creation of a safari in 1976 as imagined in Annette A. Ferrer's "Pablo and the Zebra" (2017). In "Dead Silence," I direct the attention to how to the execution of the villagers-witnesses to the death of the communist guerillas-is a three-pronged violence: it is a transgression committed against the innocent civilians; an act of "erasing traces to cover up" the military crackdown on the island; and, by leaving the corpses out in the open, a display of impunity. In "Pablo and the Zebra," I second that both residents (i.e., humans and animals) experience post-traumatic stress because of their respective displacements; thus, the tension between them has got to stop. Curiously, while it concludes with a reconciliatory gesture between an elder and a zebra, no character demanded a reparation for their traumatic past per se. Could the latter be symptomatic of a silence that lets such violence "remain concealed for a long time"?