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Self-Regulatory Mode Effects on Emotion and Customer's Response in Failed Services - Focusing on the moderate effect of attribution processing - (고객의 자기조절성향이 서비스 실패에 따른 부정적 감정과 고객반응에 미치는 영향 - 귀인과정에 따른 조정적 역할을 중심으로 -)

  • Sung, Hyung-Suk;Han, Sang-Lin
    • Asia Marketing Journal
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    • v.12 no.2
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    • pp.83-110
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    • 2010
  • Dissatisfied customers may express their dissatisfaction behaviorally. These behavioral responses may impact the firms' profitability. How do we model the impact of self regulatory orientation on emotions and subsequent customer behaviors? Obviously, the positive and negative emotions experienced in these situations will influence the overall degree of satisfaction or dissatisfaction with the service(Zeelenberg and Pieters 1999). Most likely, these specific emotions will also partly determine the subsequent behavior in relation to the service and service provider, such as the likelihood of complaining, the degree to which customers will switch or repurchase, and the extent of word of mouth communication they will engage in(Zeelenberg and Pieters 2004). This study investigates the antecedents, consequences of negative consumption emotion and the moderate effect of attribution processing in an integrated model(self regulatory mode → specific emotions → behavioral responses). We focused on the fact that regret and disappointment have effects on consumer behavior. Especially, There are essentially two approaches in this research: the valence based approach and the specific emotions approach. The authors indicate theoretically and show empirically that it matters to distinguish these approaches in services research. and The present studies examined the influence of two regulatory mode concerns(Locomotion orientation and Assessment orientation) with making comparisons on experiencing post decisional regret and disappointment(Pierro, Kruglanski, and Higgins 2006; Pierro et al. 2008). When contemplating a decision with a negative outcome, it was predicted that high (vs low) locomotion would induce more disappointment than regret, whereas high (vs low) assessment would induce more regret than disappointment. The validity of the measurement scales was also confirmed by evaluations provided by the participating respondents and an independent advisory panel; samples provided recommendations throughout the primary, exploratory phases of the study. The resulting goodness of fit statistics were RMR or RMSEA of 0.05, GFI and AGFI greater than 0.9, and a chi-square with a 175.11. The indicators of the each constructs were very good measures of variables and had high convergent validity as evidenced by the reliability with a more than 0.9. Some items were deleted leaving those that reflected the cognitive dimension of importance rather than the dimension. The indicators were very good measures and had convergent validity as evidenced by the reliability of 0.9. These results for all constructs indicate the measurement fits the sample data well and is adequate for use. The scale for each factor was set by fixing the factor loading to one of its indicator variables and then applying the maximum likelihood estimation method. The results of the analysis showed that directions of the effects in the model are ultimately supported by the theory underpinning the causal linkages of the model. This research proposed 6 hypotheses on 6 latent variables and tested through structural equation modeling. 6 alternative measurements were compared through statistical significance test of the paths of research model and the overall fitting level of structural equation model and the result was successful. Also, Locomotion orientation more positively influences disappointment when internal attribution is high than low and Assessment orientation more positively influences regret when external attribution is high than low. In sum, The results of our studies suggest that assessment and locomotion concerns, both as chronic individual predispositions and as situationally induced states, influence the amount of people's experienced regret and disappointment. These findings contribute to our understanding of regulatory mode, regret, and disappointment. In previous studies of regulatory mode, relatively little attention has been paid to the post actional evaluative phase of self regulation. The present findings indicate that assessment concerns and locomotion concerns are clearly distinct in this phase, with individuals higher in assessment delving more into possible alternatives to past actions and individuals higher in locomotion engaging less in such reflective thought. What this suggests is that, separate from decreasing the amount of counterfactual thinking per se, individuals with locomotion concerns want to move on, to get on with it. Regret is about the past and not the future. Thus, individuals with locomotion concerns are less likely to experience regret. The results supported our predictions. We discuss the implications of these findings for the nature of regret and disappointment from the perspective of their relation to regulatory mode. Also, self regulatory mode and the specific emotions(disappointment and regret) were assessed and their influence on customers' behavioral responses(inaction, word of mouth) was examined, using a sample of 275 customers. It was found that emotions have a direct impact on behavior over and above the effects of negative emotions and customer behavior. Hence, We argue against incorporating emotions such as regret and disappointment into a specific response measure and in favor of a specific emotions approach on self regulation. Implications for services marketing practice and theory are discussed.

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Influence of Tightening Torque on Implant-Abutment Screw Joint Stability (조임회전력이 임플랜트-지대주 나사 연결부의 안정성에 미치는 영향)

  • Shin, Hyon-Mo;Jeong, Chang-Mo;Jeon, Yonung-Chan;Yun, Mi-Jeong;Yoon, Ji-Hoon
    • The Journal of Korean Academy of Prosthodontics
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    • v.46 no.4
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    • pp.396-408
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    • 2008
  • Statement of problem: Within the elastic limit of the screw, the greater the preload, the tighter and more secure the screw joint. However, additional tensile forces can incur plastic deformation of the abutment screw when functional loads are superimposed on preload stresses, and they can elicit the loosening or fracture of the abutment screw. Therefore, it is necessary to find the optimum preload that will maximize fatigue life and simultaneously offer a reasonable degree of protection against loosening. Another critical factor in addition to the applied torque which can affect the amount of preload is the joint connection type between implant and abutment. Purpose: The purpose of this study was to evaluate the influence of tightening torque on the implant-abutment screw joint stability. Material and methods: Respectively, three different amount of tightening torque (20, 30, and 40 Ncm) were applied to implant systems with three different joint connections, one external butt joint and two internal cones. The initial removal torque value and the postload (cyclic loading up to 100,000 cycles) removal torque value of the abutment screw were measured with digital torque gauge. Then rate of the initial and the postload removal torque loss were calculated for the comparison of the effect of tightening torques and joint connection types between implant and abutment on the joint stability. Results and conclusion: 1. Increase in tightening torque value resulted in significant increase in initial and postload removal torque value in all implant systems (P < .05). 2. Initial removal torque loss rates in SS II system were not significantly different when three different tightening torque values were applied (P > .05), however GS II and US II systems exhibited significantly lower loss rates with 40 Ncm torque value than with 20 Ncm (P < .05). 3. In all implant systems, postload removal torque loss rates were lowest when the torque value of 30 Ncm was applied (P < .05). 4. Postload removal torque loss rates tended to increase in order of SS II, GS II and US II system. 5. There was no correlation between initial removal torque value and postload removal torque loss rate (P > .05).

A Study for The Prognostic Indicators of Korean Alcoholics in Psychological, Social and Biological Aspects (한국인 알코올중독 환자의 예후인자에 관한 연구 : 심리적, 사회적, 생물학적 요인을 중심으로)

  • Sung, Sang-Kyung;Chang, Hwan-Il
    • Korean Journal of Biological Psychiatry
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    • v.2 no.2
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    • pp.218-236
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    • 1995
  • The author studied prognostic indicators of sixty Korean male alcoholics in psychological, social and biological aspects who were divided into abstinent and drinking groups. Thirty patients were assigned to each group. They were controlled in age and sex. Both groups were compared in terms of the demographic characteristics, past drinking history, treatment history, famaily history, ego strength and personality factors differences and distribution of dopamine $D_2$ receptor gene Al allele. Also the author studied relation of clinical course, alcoholic family history and dopamine $D_2$ receptor gene Al allele in both groups. The results were as follows; 1) The abstinent group had higher rate of married state, higher economic status, longer education years and maintained more stable job than the drinking group. But made no differences in occupation and religion. 2) The abstinent group showed higher rate of living with family members than the drinking group, and wives and fellows of the alcoholics anonymous were important factors for maintenance of abstinence. Family loading and parent's characters were not different. 3) The abstinent group had longer maximal length of abstinence but mean amount of alcohol consumption per day were larger than the drinking group. But there were no differences in duration of past drinking, drinking pattern, main drinking time, first drinking age and preference of the kind of alcoholic beverage in the past drinking history. 4) The abstinent group showed stronger treatment motivation, absolute abstinence in treatment goal, more voluntary adimission and maintained longer therapeutic relationship otter discharge than the drinking group. But both groups showed negative attitude toward antabuse therapy. 5) The abstinent group had higher mean score in ego strength scale than the drinking group. 6) In the personality factor questionnaire, the abstinent group showed strong laugh poise and the trait of praxernia, conservatism personality but the drinking group showed tough poise, the trait of weak ego strength(unstableness) and tough mindedness personality. 7) In comparision of dopamine $D_2$ receptor gene A1 allele, the prevalence of A1 allele was seventy percent and the frequency was 0.38 in the abstinent group. The prevalence of A1 allele was sixty percent and the frequency was 0.42 in the drinking group. Both groups were not significantly different in A1 allele prevalence and frequency. 8) In comparision of dopamine $D_2$ receptor gene A1 allele according to alcoholic family history, the prevalence of A1 allele was seventy percent and the frequency was 0.43 in the family history positive group. The prevalence of A1 allele was sixty-one percent and the frequency was 0.38 in the family history negative group. Both groups were not significantly different in A1 allele prevalence and frequency. In comparision of past drinking history according to alcoholic family history, the family history positive group showed earlier first drinking and problem drinking, but the family history negative group hod longer duration of past drinking. The mean amount of alcohol consumption per day, the longest duration of abstinence and Alcoholism Screening Test of Seoul Natoinal Mental Hospital(NAST) results were not significant. In conclusion, the results suggest that successful prognostic indicators of Korean alcoholics are married state, higher economic status, longer education years, stable job, living with family members, longer abstinence during past drinking history, strong treatment motivation, absolute abstinence in treatment goal, voluntary adimission, maintained therapeufic relationship, strong ego strength and the trait of praxernia, conservatism personality. But occupation, religion, alcoholic family history, parent's characters, duration of past drinking, drinking pattern, main drinking time, first drinking age, preference of the kind of alcoholic beverage, attitude to antabuse therapy and distribution of dopamine $D_2$ receptor A1 allele were not significantly related to the prognostic indicators of Korean alcoholics.

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A Biomechanical Study on the Various Factors of Vertebroplasty Using Image Analysis and Finite Element Analysis (의료영상 분석과 유한요소법을 통한 추체 성형술의 다양한 인자들에 대한 생체 역학적 효과 분석)

  • 전봉재;권순영;이창섭;탁계래;이권용;이성재
    • Journal of Biomedical Engineering Research
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    • v.25 no.3
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    • pp.171-182
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    • 2004
  • This study investigates the biomechanical efficacies of vertebroplasty which is used to treat vertebral body fracture with bone cement augmentation for osteoporotic patients using image and finite element analysis. Simulated models were divided into two groups: (a) a vertebral body, (b) a functional spinal unit(FSU). For a vertebral body model, the maximum axial displacement was investigated under axial compression to evaluate the effect of structural integrity. The stiffness of each FE model simulated was normalized by the stiffness of intact model. In the case of FSU model, 3 types of compression fractures were formulated to assess the influence on spinal curvature changes. The FSU models were loaded under compressive pressure to calculate the change of spinal curvature. The results according to the various factors suggest that vertebroplasty has the biomechanical efficacy of the increment of structural reinforcement in a patient who has relatively high level of BMD and a patient with the amount of 15%, PMMA injection of the cancellous bone volume. The spinal curvatures after compression fracture simulation vary from 9$^{\circ}$ to 17$^{\circ}$ of kyphosis compared to that the spinal curvature of normal model was -2.8$^{\circ}$ of lordosis. These spinal curvature changes cause the severe spinal deformity under the same loading. As the degree of compressive fracture increases the spinal deformity also increases. The results indicate that vertebroplasty has the increasing effect of the structural integrity regardless of the amount of PMMA or BMD and the restoration of decreased vertebral body height may be an important factor when the compressive fracture caused the significant height loss of vertebral body.

A Study on Load-carrying Capacity Design Criteria of Jack-up Rigs under Environmental Loading Conditions (환경하중을 고려한 Jack-up rig의 내하력 설계 기준에 대한 연구)

  • Park, Joo Shin;Ha, Yeon Chul;Seo, Jung Kwan
    • Journal of the Korean Society of Marine Environment & Safety
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    • v.26 no.1
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    • pp.103-113
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    • 2020
  • Jack-up drilling rigs are widely used in the offshore oil and gas exploration industry. Although originally designed for use in shallow waters, trends in the energy industry have led to a growing demand for their use in deep sea and harsh environmental conditions. To extend the operating range of jack-up units, their design must be based on reliable analysis while eliminating excessive conservatism. In current industrial practice, jack-up drilling rigs are designed using the working(or allowable) stress design (WSD) method. Recently, classifications have been developed for specific regulations based on the load and resistance factor design (LRFD) method, which emphasises the reliability of the methods. This statistical method utilises the concept of limit state design and uses factored loads and resistance factors to account for uncertainly in the loads and computed strength of the leg components in a jack-up drilling rig. The key differences between the LRFD method and the WSD method must be identified to enable appropriate use of the LRFD method for designing jack-up rigs. Therefore, the aim of this study is to compare and quantitatively investigate the differences between actual jack-up lattice leg structures, which are designed by the WSD and LRFD methods, and subject to different environmental load-to-dead-load ratios, thereby delineating the load-to-capacity ratios of rigs designed using theses methods under these different enviromental conditions. The comparative results are significantly advantageous in the leg design of jack-up rigs, and determine that the jack-up rigs designed using the WSD and LRFD methods with UC values differ by approximately 31 % with respect to the API-RP code basis. It can be observed that the LRFD design method is more advantageous to structure optimization compared to the WSD method.

FEA estimates of margin design in all ceramic crowns (완전 도재관을 위한 지대치 형성시 변연 형태에 따른 응력 분포의 유한요소법적 비교)

  • Han, Sang-Hyun;Cho, Jung-Hyeon;Lee, En-Jung;Jeong, Suk-In;Oh, Nam-Sik
    • The Journal of Korean Academy of Prosthodontics
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    • v.46 no.1
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    • pp.1-11
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    • 2008
  • Statement of problem: Over the past decade, increased demand for esthetically pleasing restorations has led to the development of all-ceramic systems. Recent reports suggest that the all-ceramic crowns have excellent physical properties, wear resistance, and color stability. In addition, numerous ceramics have excellent biocompatibility, a natural appearance, and improved physical bonding with resin composite luting agents. However, the brittle nature of ceramics has been a major factor in their restriction for universal usage. Functional occlusal loading can generate stress in the luting agent, and the stress distribution may be affected by the marginal geometry at the finish line. Tooth preparation for fixed prosthodontics requires a decision regarding the marginal configuration. The design dictates the shape and bulk of the all ceramic crowns and influences the fit at the margin. Purpose: The purpose of this study was to evaluate the stress distribution within marginal configurations of all- ceramic crowns (90-degree shoulder, 110-degree shoulder, 135-degree shoulder). Material and methods: The force is applied from a direction of 45 degrees to the vertical tooth axis. Three-dimensional finite element analysis was selected to determine stress levels and distributions. Results and conclusion: The result of stress level for the shoulder marginal configuration was more effective on stress distribution at 135-degree shoulder margin. But the stresses concentrated around at 135-degree shoulder margin. The stress decreased apically at the surface between cements and alumina core, and increased apically at the surface between alumina core and veneering porcelain.

Binder Stiffness Effect on Permanent Deformation and Tensile Strength of Asphalt Concretes (바인더 강성이 아스팔트 콘크리트의 인장강도와 소성변형 특성에 미치는 영향 분석)

  • Kim, Hyun-Hwan;Yoo, Min-Yong;Kim, Jin-Chul;Kim, Kwang-Woo
    • International Journal of Highway Engineering
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    • v.12 no.2
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    • pp.17-23
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    • 2010
  • Since the relatively stiff binder shows a higher tensile strength as well as higher rutting resistance, it is believed that the binder stiffness is an important factor for rutting and tensile strength of asphalt mixtures. The typical tensile property is measured by indirect tensile strength (ITS) test at $25^{\circ}C$ and the rutting resistance is most widely measured by wheel tracking (WT) test at $60^{\circ}C$. The deformation strength ($S_D$) is newly developed property to estimate rut resistance of asphalt concretes at $60^{\circ}C$. The ITS and $S_D$ are very simple to measure by static test techniques, but the WT is measured by repeated loading procedure which requires relatively longer time and more efforts. Since these three properties are highly dependent upon the binder stiffness, it may be possible to estimate one property from another. Therefore, this study investigate the possibility of estimating the rutting characteristics (measured by WT test) by ITS or $S_D$ test, and the ITS by $S_D$. Because of binder stiffness effect, in the WT estimation by ITS, a tendency was observed for the higher ITS mixture to have the lower rut depth, giving $R^2{\fallingdotseq}$0.6, on the average. The ITS estimation by $S_D$ showed $R^2{\fallingdotseq}$0.64, and the WT estimation by SD showed $R^2{\fallingdotseq}$0.84, which is highest correlation among the three. Therefore, it was concluded that there is relatively good possibility of estimating WT result by $S_D$, and even though $R^2$ is somewhat low, there is some correlation between WT and ITS.

Estimation of Reliability of Real-time Control Parameters for Animal Wastewater Treatment Process and Establishment of an Index for Supplemental Carbon Source Addition (가축분뇨처리공정의 자동제어 인자 신뢰성 평가 및 적정 외부탄소원 공급량 지표 확립)

  • Pak, JaeIn;Ra, Jae In-
    • Journal of Animal Science and Technology
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    • v.50 no.4
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    • pp.561-572
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    • 2008
  • Responses of real-time control parameters, such as ORP, DO and pH, to the conditions of biological animal wastewater treatment process were examined to evaluate the stability of real-time control using each parameter. Also an optimum index for supplemental carbon source addition based on NOx-N level was determined under a consideration of denitrification rate by endogenous respiration of microorganism and residual organic matter in liquor. Experiment was performed with lab-scale sequencing batch reactor(SBR) and working volume of the process was 45L. The distinctive nitrogen break point(NBP) on ORP-and DO-time profiles, which mean the termination of nitrification, started disappearing with the maintenance of low NH4-N loading rate. Also the NBP on ORP-and DO-time profiles was no longer observed when high NOx-N was loaded into the reactor, and the sensitivity of ORP became dull with the increase of NOx-N level. However, the distinctive NBP was constantly occurred on pH(mV)-time profile, maintaining unique profile patterns. This stable occurrence of NBP on pH(mV)-time profile was lasted even at very high NOx-N:NH4-N ratio(over 80:1) in reactor, and the specific point could be easily detected by tracking moving slope change(MSC) of the curve. Revelation of NBP on pH(mV)-time profile and recognition of the realtime control point using MSC were stable at a condition of over 300mg/L NOx-N level in reactor. The occurrence of distinctive NBP was persistent on pH(mV)-time profile even at a level of 10,000mg/L STOC(soluble total organic carbon) and the recognition of NBP was feasible by tracing MSC, but that point on ORP and DO-time profiles began to disappear with the increase of STOC level in reactor. The denitrfication rate by endogenous respiration and residual organic matter was about 0.4mg/L.hr., and it was found that 0.83 would be accepted as an index for supplemental carbon source addition when 0.1 of safety factor was applied.

LONGEVITY AND FAILURE ANALYSIS OF FIXED RESTORATIONS SERVICED IN KOREA (국내에서 제작된 고정성 보철물의 수명과 실패 요인 및 양상)

  • Shin Woo-Jin;Jeon Young-Sik;Lee Keun-Woo;Lee Ho-Yong;Han Dong-Hoo
    • The Journal of Korean Academy of Prosthodontics
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    • v.43 no.2
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    • pp.158-175
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    • 2005
  • Statement of problem. Every effort has been continually made to obtain objectivity in measuring the longevity of fixed restorations, such as by establishing unified judgement standard for deciding success and adopting statistical method that analyzes the data of successful and failed cases at the same time. In Korea, however desired level of development has not to be made in this field yet. Purpose. This study, adopting California Dental Association (CDA) quality evaluation system, established objective standard for deciding success, and inferred the longevity of fixed restorations and their failure analysis through adopting Kaplan-Meier survival analysis. Material and method. In order to assess the longevity of flxed restorations serviced in Korea and causes of failure, a total of 1109 individuals (aged 15-74, 716 women and 393 men loaded with 2551 unit fixed restorations, and 1934 abutments) who lived in Kyung-In Province were examined and the findings were as follows : Results. 1. Length of service of fixed restorations serviced in Korea was 6.86$\pm$0.15 yr (mean), 5.5 yr (median), and the rate of success was 65.82% in 5 year survival, and 21.15% in 10 year survival. 2. When there was patient's need for replacing old prosthetics, longevity of fixed restorations was 7.51$\pm$0.27 yr (mean), 7 yr (median), and the rate of success was 61.08% in 5 year survival, and 17.57% in 10 year survival. 3. Longevity of fixed restorations was longest in the over-sixty age group(9.21$\pm$0.66) and that of the teen age group(3.39$\pm$0.28) was shortest (p<0.05). 4. Longevity of fixed restorations of women (7.38$\pm$0.18 years) was longer than that of men (6.00$\pm$0.26) (p<0.05). 5. As for the provider factor (such as unlicensed performers, university hospitals, and private clinic), there was no statistically significant difference in longevity of fixed restorations. 6. Defective margin (34.78%). periodontal disease (12.15%), periapical involvement (11.73%), was the most frequent causes of failure and poor esthetics group showed the longest life above all (p<0.05). Actual frequent causes of failure after removing old prosthetics were defective margin, periapical involvement, periodontal disease and uncemented restoration. In 75.67% of the cases, abutment state after removing old prosthetics was good enough for loading another prosthetics. 7. There was found to have statistically significant influence between longevity of single crown (6.35$\pm$0.20 yr) and that of 3 unit fixed restorations (7.60$\pm$0.30 y) (p<0.05). In each case the most frequent cause of failure was defective margin. 8. The number of cantilever pontic, pontic/abutment ratio, oral hygiene status were found to have no statistically significant influence on longevity of fixed restorations in all groups (p>0.05). 9. Longevity of fixed restorations made of non precious metal was longest (9.60$\pm$0.40 yr) semi precious and precious trailing behind(p<0.05). 10. Group function group (37.04%) and partial group function group (44.62%) were predominant in frequency but showed no correlation between them and among different types of occlusal plane and different types of occlusal surface (p>0.05). 11. Longevity of fixed restorations was longest in the centric interference group(9.35$\pm$0.62) (p<0.05) among different types of occlusal interference. Conclusion. We found that longevity of fixed restorations serviced in Korea is affected by age, gender and type of material, and that most frequent cause of failure is defective margin. In order to assess the accurate longevity of axed restorations, unified research design. overcoming inter-observer difference and establishing the objective research items are needed. Furthermore, it is thought that prospective approach through thorough study and regular follow-ups is needed just from the start of research. Nationwide detailed studies on length of service of fixed restorations manufactured in Korea are hoped to be conducted hereafter.

A Comparative Study on Resident and Tourist Value Systems of the Ancient Tombs in Gyeong-ju City Center - A Focus on Means-End Chain - (경주 도심 고분에 대한 지역주민과 관광객의 가치체계 비교연구 - 수단-목적 사슬 이론을 중심으로 -)

  • Seok, Mi-Jeong;Park, Joung-Koo;Kang, Tai-Ho
    • Journal of the Korean Institute of Landscape Architecture
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    • v.47 no.2
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    • pp.88-99
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    • 2019
  • This study aims to conduct a depth analysis of motivation and value of local residents and tourists based on means-end chain theory. The sampling of the study was conducted on local residents living near downtown area of Gyeong-ju City, and tourists through soft laddering and hard laddering methods. A mutual correlation model in relation with Hierarchical Value Map (HVM) for each group by conducting the analysis of factor loading (attributes, consequences, value) and cognitive structure (the correlations among attributes, consequences and value) was proposed and the comparisons of HVM for each group was also conducted. The structured questionnaires using Association Pattern Technique (APT) of hard laddering were utilized to analyze the means and end of value chain structures in terms of the attributes, consequences, value of Gyeong-ju Ancient Tombs. The findings propose that local residents are visiting Ancient Tombs Gyeong-ju City Center for 'Rest and take a walk' as the means, which results in 'Relieving stress' and eventually leads to the 'Improvement of historic and cultural cultivation' as the end. On the other hand, tourists also 'Rest and take a walk' as the mean, which also leads to 'Relieving stress'. However, unlike local residents, it eventually leads to 'Self-reflection and healing' as the end. It is expected that the findings of this study not only recommend us to consider preserving and managing cultural heritages and value of ancient tombs in developing "Ancient Tomb Park in Gyoneg-ju City Center" but also provides baseline data for the establishment of reasonable plans of utilizing tombs, historical and cultural heritages.