• Journal of Labour Economics
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• v.26 no.1
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• pp.53-73
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• 2003

This paper investigates the success factors of labor mediation using the Survey on the Problems and Improvements of Mediation Service by the Labor Relation Commission which was conducted by the Ministry of Labor in 2000. When the parties of labor and management which took mediation service belong to the manufacturing industry and the Minju-nochong, they are found to have less chance to change their negotiation attitude favorably toward agreement in mediation process and to adopt an agreement proposal made by the mediator. Those who took mediation service more frequently in the past tend to have lower chance to make use of mediation service successfully. Those who saw the mediators of their dispute to be qualified with fairness and expertise tend to have higher chance. As the time of mediation meeting lengthens, it is more likely for them to reach an agreement with assistance by the mediators.

• Journal of Information Technology Services
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• v.15 no.4
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• pp.111-123
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• 2016

The purpose if this study was to find and investigate effective mediation factors influencing performance of servitization through servitization acceptance activities by means of empirical results. According to the previous researches, two main mediation factors which were related with servitization competencies such as ICT competency of servitization and competency of servitization process were distinguished from lots of competencies which are relying on servitization process. Using a 373 sample data investigated from CEOs, directors and managers of small and medium sized firms in Korea, the structured mediation model was proposed. The measurement for the each variable was accepted for this study when the respondents were revealed to understand the servitization concepts which explained especially company's business moving towards the service specific gravity from selling existing products. The measurement for the each variable reflected that respondents were participating in any sort of servitization type or had intension to be involved with any servitization categories. The mediation hypotheses were tested in the way of analytical measures with the result of strong reliability. According to analysis, two mediators showed positive mediation role and statistically adopted between servitization acceptance activities and servitization performance in the 99% significant level. We confirmed that ICT competency of servitization and competency of servitization process were in the role of positive mediation between servitization acceptance activities and performance of servitization. The total of indirect effects were 0.2546 to support each mediation hypotheses. Tested two mediators were not on the same level. The most affecting mediation element on servitization performance was appeared as competency of servitization process. With the result of this study, we expect that the small and medium sized companies might have servitization business strategies including proper service competencies and mediators through acceptance activities to obtain suitable performance. According to the analysis, Companies which consider product-servitization need to set strategies to reinforce above two competencies.

• International Commerce and Information Review
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• v.6 no.2
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• pp.43-62
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• 2004

The present study reviewed the meanings of mediation and the roles of mediators, and examined the necessities of online mediation system, prerequisites for the settlement of the system, foreign cases of promoting online mediation and the current state of online mediation in Korea. It also identified problems in the mediation system in Korea and, based on the analysis of problems, discussed directions for the development of Korean mediation system in broad perspective. Directions for the development of Korean online mediation system suggested in this study can be summarized as follows. Firstly, the government must make an unsparing investment in order to activate online mediation system in Korea. Secondly, from the aspect of online mediation procedure, it is necessary to introduce online mediation system in combination with online seal system or certification marks. Thirdly, the judicial circle must take an amicable attitude toward ADR system and, furthermore, it is necessary for the court to be active in introducing various ADR systems. Fourthly, it is necessary to establish an integrated mediation system for the efficiency of mediation and cost saving. Fifthly, mediators must be provided with systematic and exhaustive periodical retraining programs. Lastly, it is necessary to help people to recognize that mediation system is a better service than other forms of dispute resolution procedure and particularly to enhance users' confidence in online mediation through advertising its advantages and safety. Moreover, in order to make e-commerce-related online dispute resolution available to everybody, it is necessary to overcome language barriers by establishing perfect service systems including automatic translation system in the governmental dimension.

• ETRI Journal
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• v.29 no.3
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• pp.311-321
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• 2007

In this paper, we propose a user-centric conflict management method for media services which exploits personal companions for the harmonious detection and resolution of service conflicts. To detect conflicts based on the varying characteristics of individual users, the proposed method exploits the unified context describing all users attempting to access media services. It recommends and mediates users' preferred media contents through a shared screen and personal companions to resolve the detected conflicts. During the recommendation, a list of preferred media contents is displayed on the shared screen, and a personally preferred content list is shown on the user's personal companion comprising the selection of media contents. Mediation assists the selection of a consensual service by gathering the users' selections and highlighting the common media contents. In experiments carried out in a ubiHome, we observed that recommendations and mediation are useful in harmoniously resolving conflicts by encouraging user participation in conflict situations.

• Journal of Distribution Science
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• v.17 no.8
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• pp.107-118
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• 2019

Purpose - The present study examines the effect of service employees' experienced customer incivility through their emotional exhaustion. We identified service employees' emotion regulation ability as a boundary condition (i.e., moderating variable) that decreased the positive relationship between service employees' experienced customer incivility and their emotional exhaustion. Furthermore, we also investigated the negative relationship between service employees' experienced customer incivility and their service performance via emotional exhaustion. Research design, data, and methodology - Drawing on AET (affective event theory) and COR (conservation of resources) theory, we developed three research hypotheses (i.e., mediation, moderation, and moderated mediation). Online panel survey data from 552 frontline employees at several service organizations (e.g., department stores, retail stores, hotels, restaurants, airlines, banking, insurance company, and etc) in South Korea were examined. To assess two types of validity (i.e., convergent and discriminant validity) and reliability of measurement model, we employed the CFA (confirmatory factor analysis) using M-plus 8.2 software. Internal consistency also was tested by Cronbach' α. In addition, we employed the SPSS PROCESS MACRO 2.16, which was recommended by Hayes (2013, 2015), to estimate mediation, moderation, and moderated mediation effects. Results - As predicted, the negative relationship between service employees' experienced customer incivility and their service performance was mediated by emotional exhaustion. Furthermore, service employees' emotion regulation ability also played a significant moderating role of the relationship between service employees' experienced customer incivility and emotional exhaustion, such that this relationship was less pronounced when service employees had a high level of their emotion regulation ability than when thir emotion regulation ability was low. Service employees' emotion regulation ability further moderated this mediation effect of service employees' experienced customer incivility on service performance through emotional exhaustion. These findings have theoretical implications for employees' experienced customer incivility and emotion regulation ability research and provide managerial implications for practitioners. Conclusions - This study empirically elaborated the previous model of service employees' experienced customer incivility and personal resource (e.g., emotion regulation ability) literature by presenting the findings that service employees' experienced customer incivility influences their service performance via emotional exhaustion and that emotion regulation ability effectively reduces this negative effect.

• Journal of Arbitration Studies
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• v.27 no.2
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• pp.121-142
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• 2017

A study on the global trend of accreditation for mediators implies many important aspects of controlling of the quality of mediation. Firstly, whether or not having an accreditation system, most European countries and the U.S. have a common understanding on the fact that mediators need to be trained to mediate disputes, apart from their own expertise on the subject matters. Secondly, private-led accreditation has been utilized in countries having a Anglo-American law system such as the United Kingdom and the U.S. a while nation-managed one has been operated in the countries having a continental law system such as Austria, Belgium, Italy and Germany. Thirdly, private mediation service providers (usually institutions or companies) play an active role in the training and accreditation of mediators and further make them act as mediators in the disputes referred to them. Fourthly, the countries having a nation-managed accreditation system usually stipulate a certain mediation training and accreditation requirement by law. Fifthly, there is no uniform trend on the minimum hours of training required for accrediting the mediators. Sixthly, mediation training generally focuses on the practical mediation capacity-building, including mediation theory and role-playing, mediation simulations, peer review and supervision. And finally, the mediation theory mainly includes the role of mediator, mediation procedures, mediation communication, negotiation and communication skills, mediation ethics and mediator's code of conduct, etc.

• The Korean Journal of Health Service Management
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• v.4 no.2
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• pp.107-117
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• 2010

In this paper, the researcher looked into major issues in the "Act (Draft) on Remedy for Damage from Medical Accident and Medical Dispute Mediation, etc." which was proposed by the Health & Welfare Committee, the National Assembly of the Republic of Korea, and which was pending with the Legislation & Judiciary Committee. Then the researcher pointed out worrisome problems therein and presented suggestion" to improve problematic situations. First of all, the researcher examined the following items which are major points in the aforementioned Act: 1) Establishment of Korea Medical Dispute Mediation and Arbitration Center, 2) Procedures for mediation and arbitration of medical disputes, 3) Establishment of Medical Injury Compensation Association, 4) Introduction of proxy payment for damages, 5) Compensation for no-fault medical accidents, 6) A system concerned with special cases on criminal punishment. Next, the researcher closely reviewed the following possible issues: 1) Limit of arbitrary mediation, 2) Postponement of the system concerned with special case on criminal punishment, 3) Examination of reasons for rejection, 4) Function and role of the Appraisal department, 5) A possibility of being reduced to an evidence collection procedure for lawsuit, 6) A possibility of no-fault compensation rather than injury compensation, 7) Operational issues related proxy payment for damages. Lastly, the researcher presented suggestions on how to improve each problematic issue.

• Journal of Arbitration Studies
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• v.31 no.1
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• pp.129-154
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• 2021

As our society and industry develop, disputes are becoming ever more complicated and diversified to the point that it is alleged that dispute resolution by court proceedings has certain limits and setbacks. Therefore, it is commonly suggested that mediation by a qualified mediator should come as an alternative method, and there have been many attempts to establish and provide mediation service in the courts and government authorities. To comply with a party's autonomy, which is the essential basis of mediation, and to promote the use of mediation, it is highly recommended that private mediation, rather than court-driven or administrative mediation, shall take the initiative. In the meantime, despite a number of academic research and attempts to increase the awareness and use of mediation nationwide, we have not yet seen meaningful developments due to the longstanding misunderstanding and discredit of mediation. In contrast, Italy has begun to revitalize mediation by enacting 'Legislative Decree No. 28/2020' following the 'Directive 2008/52EC' of the European Parliament and encouraging the so-called via-mediation policy. It is acknowledged to have significantly contributed to the development of private mediation in Italy and the increased use of mediation as a dispute resolution method. It shall be particularly noted that Italy's mediation proceedings have certain traits, including preliminary mediation meetings, mandatory involvement of legal counsel, and tax benefits for the settled cases by mediation. Italy's efforts would provide people with meaningful lessons and perspectives. As society strives to promote private mediation to distribute and utilize the judicial resources' inefficient ways, institutions need to develop practical measures to increase the number of civil and commercial disputes in the mediation proceedings. To that end, legislative efforts to enact relevant laws necessary to provide incentives to disputing parties and establish integrated education and certification programs to train qualified mediators need to start soon.

• Journal of the Korea Convergence Society
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• v.8 no.4
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• pp.167-182
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• 2017

This study aims to examine the impacts of service quality (SQ) on consumer-brand relationship quality (BRQ), the mediation effects of brand trust (BT) in those relationships and the moderated mediation effects of BT by the level of perceived product quality (PQ). A 376 valid sample was obtained from the consumers who have visited the service centers of automotive brands. The findings demonstrate the direct effects of SQ of the service centers in automotive brands on BRQ are not significant, while the mediation effects of BT between SQ and BRQ are significant. Moreover, the findings reveal that the mediation effects of BT in the lower perception group of PQ are stronger than those in the higher group. Based on these findings, not only the necessary roles of a service center to improve BRQ but also the transferring process from service centers' SQ to building a strong brand are discussed.

• Journal of Distribution Science
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• v.16 no.12
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• pp.69-80
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• 2018

Purpose - Our primary goal of this study is to investigate the positive relationship between female managers' self-determined motivations (i.e., RAI: relative autonomy index) and job performances with the mediation of their job creativity in service industries. This study also examines the moderating role of creative efficacy on the relationship between female managers' self-determined motivations and creativities. Finally, based on mediation and moderation hypotheses, we also tested moderating effect of creative efficacy on the mediation effect of job creativity. Research design, data, and methodology - Drawing on SDT(Self-determination theory) and COR(conservation of resources) theories, we developed three research hypotheses. Service female managers from a several service organizations(i.e. banking, retailing, and restaurant/hospitality service) in South Korea were surveyed using self-administered instrument for data collection. A total of 331 usable questionnaires were obtained after list-wise deletion. To test reliability and validity of measurement model, we employed the CFA(confirmatory factor analysis) using M-plus 8.1 Software. Also, internal consistency was tested by Cronbach's α. We, furthermore, used the SPSS PROCESS MACRO 2.16, which was suggested by Hayes (2013; 2015), to test mediation, moderation, and moderated mediation. Results - Our results revealed that self-determined motivation and job performance were positively and fully mediated by job creativity. Furthermore, the positive relationship between female managers' self-determined motivations and job creativities was stronger when their creative self-efficacies were high than when it was low. In addition, female managers' creative self-efficacies also amplified the positive relationship between their self-determined motivations and job performances with the mediation of job creativity. Conclusions - Our research empirically elaborated the previous model of self-determined motivation and manager/female creativity literature by presenting the findings that female managers' self-determined motivations significantly influence their job performances via job creativity and that creative self-efficacy effectively strengthen these positive impacts. Also, our research offered new insight for practitioners (i.e. top service managers) by suggesting that they may enhance female service managers' job performance if they pay more attention to employee creativity in service marketing.