• The Journal of the Korea Contents Association
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• v.17 no.6
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• pp.424-435
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• 2017

Because services are delivered through the behaviors of people, it is very difficult to do the quality control and services failures are often happened. If services failures are not recovered by appropriate methods, customers make the negative word-of-mouth communications and have the negative intention to repurchase. The service recovery paradox demonstrates the importance of service recovery after the service failures. The purpose of this study is to investigate the antecedents of customer satisfaction of service recovery(CS), and its consequences of the CS. Independent variables of CS are distributive justice, procedural justice, and interactional justice, and dependent variables of CS are negative word of mouth communication and intention to repurchase. Data are collected using the scenario method. Research model and hypotheses are tested empirically using the statistical packages such as SPSS and AMOS.

• The Journal of Korean Medicine Ophthalmology and Otolaryngology and Dermatology
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• v.37 no.1
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• pp.86-96
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• 2024

Objectives : The aim of this study is to report a case showing rapid skin regeneration and recovery by applying Korean medicine treatment to lower extremity ulcer. Methods : We treated a female patient with idiopathic right leg ulcer by Korean medicine treatment such as herbal medicine, acupuncture, pharmacopuncture, Coptidis Rhizoma distillate wet dressing, and Jawoongo application. The treatment effect was evaluated by visual observation through photography, measurement of the area of the affected area, NRS(Numeral Rating Scale) for the level of discomfort, DLQI(Dermatology life quality index), and treatment satisfaction. Results : After Korean medicine treatment, recovery of skin tissue, reduction in affected area, and decrease in NRS for discomfort and DLQI were observed, and satisfaction with Korean medicine treatment was also high at 80%. Conclusions : This study shows that Korean medicine treatment can be effective in treating skin ulcers. We hope that research of Korean medicine treatment on skin ulcers will be promoted in the future.

• Journal of the Korean Home Economics Association
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• v.43 no.3 s.205
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• pp.147-159
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• 2005

The purpose of this study was to analyze the effect of justice (distributive, interactional, and procedural) perception of e-service recovery in restaurant businesses on e-service recovery satisfaction, negative word of mouth, trust, and commitment. We designed a quasi-experimental study using eight different scenarios of justice application. One of the eight scenarios was distributed to each respondent to read, and the respondent then answered regarding feelings and subsequent action. Data analysis was based on 232 usable responses. The results imply that interactional justice is more important than other forms of justices in e-service recovery of restaurant businesses, indicating that restaurants must approve the service failure, make an apology to the customer, and maintain a courteous attitude at all times. In addison, the restaurant has to consider an e-service recovery program as a long-term strategy because the effect of e-service recovery in restaurant businesses grows slowly and takes time-consuming effort.

• Proceedings of the Korean Institute of Building Construction Conference
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• 2008.11a
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• pp.241-244
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• 2008

Recently, The high Air-Tightness and high heat insulation for building construction cause a ventilation air volume deficiency. Also, Worldwide high energy price is strongly urging to economize the air conditioning energy. Therefore Heat Recovery Ventilation is used for the satisfaction of ventilation air volume and building energy saving. Accordingly, this study dose the heat exchanger performance evaluation and economic efficiency evaluation of Heat Recovery Ventilation. And, we wish to make a basic study about HRV System application of HVAC System and Multi System Air-conditioning.

• Asian Pacific Journal of Cancer Prevention
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• v.15 no.13
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• pp.5359-5364
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• 2014

Background: To determine surgical outcomes, perioperative complications, and patient outcomes in gynecologic cancer patients undergoing robotic surgery. Materials and Methods: Surgical outcomes, including docking time, total operative time, console time, estimated blood loss (EBL), conversion rate and perioperative complications were retrospectively reviewed in 30 gynecologic cancer patients undergoing robotic surgery. Patient outcomes included recovery time and patient satisfaction, as scored by a visual analogue scale (VAS) from 0-10. Results: The operations included 24 hysterectomies with pelvic lymphadenectomy (PLD) and/or para-aortic lymphadenectomy, four radical hysterectomies with PLD, and two radical trachelectomies with PLD. Mean docking time was $12.8{\pm}9.7min$, total operative time was $345.5{\pm}85.0min$, and console time was $281.9{\pm}78.6min$. These times were decreased in the second half of the cases. There was no conversion rate. Three intraoperative complications, including one external iliac artery injury, one bladder injury, and one massive bleeding requiring blood transfusion were reported. Postoperative complications occurred in eight patients, most were minor. Only one patient had port herniation that required reoperation. Mean hospital stay was $3.5{\pm}1.7days$, and recovery time was $14.2{\pm}8.1days$. Two-thirds of patients felt very satisfied and one-third felt satisfied; the mean satisfaction score was 9.4 +0.9. Two patients with stage III endometrial cancer developed isolated port site metastasis at five and 13 months postoperatively. Conclusions: Robotic surgery for gynecologic cancer appears to be feasible, with acceptable perioperative complication rate, fast recovery time and high patient satisfaction.

• Journal of Information Technology Applications and Management
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• v.26 no.2
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• pp.41-60
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• 2019

O2O(Online-to-Offline) commerce, a kind of multi-channel, is used in various industries such as accommodation, food and beverage, transportation, and real estate. The O2O commerce, a channel of integrating online and offline, overcomes the limitations of traditional online commerce, where a customer made a purchase decision without direct experience. Despite this advantage of O2O, if the online-offline channel is not effectively linked, customer's complaints would occur due to service failure. This study, with regard to O2O service failure circumstances, intends to investigate the effect of customer's perceived justice on their emotional response, recovery satisfaction, followed by intention to repurchase. Perceived justice in this study is composed of distributive justice, interactional justice, and procedural justice. Furthermore, this study explores the moderation effect of O2O industry types in the relationship between perceived justice and emotion. An O2O industry type is classified into accommodation, food and beverage, and transportation. A hypothesized research model was empirically tested using a structural equation model. The current study collected 433 questionnaires and the target respondents are customers who have experienced service failure in O2O commerce. The empirical results showed that O2O commerce more effectively conducts service recovery strategy and causes positive customer response by integrating online and offline channel. One of the ultimate purposes of O2O service providers is to reduce the likelihood of service failures and to recover more quickly and efficiently by linking two channels rather than using a single channel. This study suggested that the O2O channel is effective in influencing customer satisfaction and loyalty by inducing customer's positive emotions in recovering service failure.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.22 no.6
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• pp.385-397
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• 2021

This study examined service failure and recovery of domestic ethnic food restaurants based on a model of the repercussions of service failure dealing with seriousness and control and the cause-and-effect relationships among the variables relevant to the quality of relationships -trust, satisfaction, and loyalty. This study provides valuable information for Korean restaurant managers regarding food service failure and response plans by collecting data from actual Japanese tourists visiting ethnic food restaurants. The results suggested that it is important to develop a strategy to present the distributional fairness to customers who recognize the seriousness of service failure to control the situation promptly. These results can be used to establish more systematic business plans, improving customer management and firm performance. The advantage of this research is that it is time for substantial research data on the booming domestic restaurant industry and service quality to overcome the current recession and grow and solidify the current restaurant market.

• The Journal of the Korean dental association
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• v.48 no.2
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• pp.127-139
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• 2010

Objectives : The study explored perceptional gap of dentists and their employees between expectation and satisfaction. Methods : For analysis, the study surveyed 407 employees and 91 dentists on their expectation and satisfaction depending on expectation. Results : When the satisfaction on a question was lower than expectation; the rate of sufficiency was below 100%, it is necessary to improve on the question. Contrarily when the satisfaction on a question was higher than expectation; the rate of sufficiency was upper 100%, it is necessary to continuously support the question. The most of satisfaction of employees on their dentists and their organization were lower than employees's expectation of those. The most of satisfaction of dentists on their own and employees were lower than dentists's expectation of those as similar as employees cases, It means that all of questions need to improve continuously. Conclusions : The issues for prior decision to change these phenomena are 1) improvement of communication each other, 2) recovery of credence each other, and 3) leadership style change from authoritarian to consideration.

• Asia Marketing Journal
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• v.20 no.3
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• pp.83-103
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• 2018

The purpose of this research is to investigate the effect of customer-contact employees support on service recovery efforts. Service companies should try to prevent the service failure situation from occurring, but it is realistic that the service failure occurs due to the characteristics of the service. Service recovery efforts of service providers are important because effective responses to service failures can enhance customer satisfaction despite service failures. Social support for customer-contact employees needs to improve service recovery efforts. Specifically, this study focuses on the mediation roles of job burnout and customer orientation in relationship between social support for customer-contact employees and service recovery efforts. Social exchange theory was used as the theoretical underpinning of the research model. Based on reciprocity principle, this paper suppose that support for customer-contact employees and service recovery effort are a kind of social exchange relationship. Social supports for customer-contact employees are categorized into internal and external organization. Internal organization is POS(perceived organizational support) and external organization is customer support. The research model was tested with the data gathered from the flight attendants whose emotional labor intensity was relatively high and the service failure frequently occurred. As a result of analysis, social supports for customer-contact employees classified into organizational support, supervisor support, and customer support are found to have differential impacts on job burnout and customer orientation. It has been found that job burnout of service providers is negatively affecting service recovery efforts. On the other hand, customer orientation of service providers has a positive influence on service recovery efforts. Based on the results of the analysis, we provide practical implications for effective service recovery efforts in service failure situations, and suggest the theoretical implications to explain the process of service recovery effort. Finally, limitations of the study and directions for future research are suggested.

• The Research Journal of the Costume Culture
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• v.13 no.6 s.59
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• pp.910-918
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• 2005

This study compares consumer satisfaction levels in clothing stores based on, consumer complaint behavior. This study investigates the relationship between future purchase intention and consumer satisfaction with the response of clothing stores to complaints. The study was implemented through a normative-descriptive survey using self-administered questionnaires. The samples consisted of 509 female consumers residing in Seoul and its suburbs. Data were analyzed by following statistical methods: frequency analysis, t-test, ANOVA, regression analysis, and Duncan's multiple range test. Results are as follows: The satisfaction with response to complaints were different according to types of clothing stores. A significant relationship between the degree of satisfaction with service recovery and future purchase intension was found in all types of clothing stores. The future purchase intention increases, when consumers are fully satisfied with the way that a service failure was recovered.