• Journal of Distribution Science
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• v.20 no.10
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• pp.105-117
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• 2022

Purpose: The digital healthcare business is rapidly growing due to the COVID-19 pandemic, and the medical service platform business based on smartphone apps is globally expanding. This study targeted medical information online to offline (O2O) platform users in the medical service field. It verified the effect relationship revealed in the continuous use intention of the platform with the mediation of platform quality components, namely perceived benefits, flow experience, and use satisfaction. Research design, data and methodology: Based on previous studies, three medical information O2O platform quality components, namely system quality, information quality, and service quality, were defined. And the questionnaire survey was carried out targeting 359 leading medical information O2O platform users in Korea. Results: As a result of the analysis, it was confirmed that system quality and service quality had a positive (+) effect on satisfaction and continuous use intention with the mediation of perceived benefits and flow experience. Meanwhile, information quality had a negative effect (-) on perceived benefits and flow experience and did not affect use satisfaction and continuous use intention. Conclusions: Consequently, it was ascertained that the system quality and service quality affecting user behavior and experience were more significant factors than information quality to medical information O2O platform users from the medical service aspect.

• Journal of Service Research and Studies
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• v.6 no.4
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• pp.87-100
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• 2016

The purpose of this study is to clarity the effect of job autonomy, innovative work behaviors and perceived organizational support on organizational performance. To attain this goal, mediation analysis, moderation analysis and moderated mediation analysis were performed. 198 valid questionnaires from China Tianjin City's logistics enterprises were analyzed with SPSS Macro program. The results indicated that: (1) perceived organizational support's moderating effect existed in the relationship between job autonomy and innovative work behaviors, (2) innovative behaviors' mediated effect existed in the relationship between job autonomy and organizational performance, (3) perceived organizational support's moderated mediation effect is existing in the relationship between job autonomy, innovative behaviors and organizational performance. That is to say, the strength of the mediated effect decreased along with levels of perceived organizational support: stronger job autonomy relationship when perceived organizational support was weak.

• Knowledge Management Research
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• v.18 no.2
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• pp.103-127
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• 2017

This study examines the effects of failed airline services on the consumers' psychological process and their behavioral responses. Having different classifications from the previous studies, this study focuses on dividing important factors of airline services into search attributes(e.g. sale and procedure services, services concerning flight attendant, in-flight services) and experience attributes(e.g. flight services, collateral services). Using structural equation modeling, this study shows that the failure of service factors of the experience attributes provokes the feeling of disappointment with mediation effect of external attribution while the failure of service factors of search attributes provokes the feeling of regret with mediation effect of internal attribution. Finally, disappointment leads to consumers' complaint behavior while regret leads to consumers' switching behavior. Unlike previous studies, we show that when a service failure occurs, depending on each attribute, consumers feel negative emotions of disappointment or regret through different attribution processes and finally show different behavioral responses with an empirical analysis.

• The Korean Society of Law and Medicine
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• v.17 no.1
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• pp.169-208
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• 2016

"Act on Remedies for Injuries from Medical Malpractive and Mediation of Medical Disputes)" has been enacted to solve medical dispute. In addition, mediation and arbitration procedures have started since April 8th, 2012 from the Establishment of Korea Medical Dispute Mediation and Arbitration Agency. The average initiation rate of mediation for the past three years turned out to be 43%. Hereupon, Establishment of Korea Medical Dispute Mediation and Arbitration Agency has created a solution for automatic initiation if relevant to particular conditions to improve initiation rate of mediation procedures and passed it through the Assembly plenary session in May, 2016 and promulgated on the 30th of the same month. However, even if mediation procedure initiation rate is increased, there is no guarantee for mediation establishment rate to be improved according to current law. If Establishment of Korea Medical Dispute Mediation and Arbitration Agency intends to increase aforementioned value, automatic initiation is not the only solution. Instead, it seems to be a major assignment to identify fundamental reasons for why major health care facilities have not participated in it and to restore reliability on them. In addition, among crimes specified on the Article 268 of Criminal Act in the Article $51^*$ of "Act on Remedies for Injuries from Medical Malpractive and Mediation of Medical Disputes)", revision must be made so that the clause of clue and death by occupational or gross negligence is applied. Furthremore, it is suggested to supplement previously insufficient policies with the operation so that mediation procedures created by Establishment of Korea Medical Dispute Mediation and Arbitration Agency are stably settled in the perspective of medical institutions including the establishment of new conditions for medical institutions founders or health and medical service personnel to claim the proxy payment for damage.

• The Journal of the Korea Contents Association
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• v.16 no.5
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• pp.533-547
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• 2016

The goal of this study is to analyze the effect of the working environment of elderly care facility employees on the care service quality and the mediation effect of social support. The results of the research were as follows: First, it has been confirmed that a high level of average monthly salary and the salary satisfaction theref have a positive correlation with an improvement in care service quality in the working environment variables of elderly care facility employees. Second, it has been confirmed that the average monthly salary and the salary satisfaction level among the working environment variables of elderly care facility employees have a positive correlation on the parameter of social support. Third, a partial mediation effect of social support has been confirmed in the effect that average monthly salary and the salary satisfaction level variables have on the quality of care service in the working environment of elderly care facility employees. Thus, this study actively reflects the social situation of an aged society and uses "Self-checking Management Measures" capable of suggesting the management direction for the elderly care facility to measure its service quality and proposes a method to improve the working environment of the elderly care facility employees.

• The Korean Journal of Health Service Management
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• v.10 no.2
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• pp.193-204
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• 2016

Objectives : The purpose of this study was to identify the mediation effect of a positive stress coping strategy between clinical practice stress and clinical practice satisfaction in nursing students. Methods : In this study, data was collected from 248 nursing students at K University in South Korea from October of 2015 to November of 2015. The collected data was analyzed using the SPSS 22.0 Statistics Program. Results : Clinical practice stress and a positive stress coping strategy were significant predictors of clinical practice satisfaction (${\beta}$=.442, p<.001). The explanatory power of the measure of clinical practice satisfaction was increased to 29.3% (p<.001) with solely clinical practice stress, and it reached 44.2% (p<.001) when a positive stress coping strategy was reflected. The results of this study confirmed that a positive stress coping strategy has a mediation effect on clinical practice stress and clinical practice satisfaction levels. Conclusions : It is necessary to develop a program to take advantage of positive stress coping skills so that nursing college students can smoothly overcome stress during their clinical training and thus improve their clinical practice experience.

• Journal of Arbitration Studies
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• v.12 no.1
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• pp.207-239
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• 2002

The redemption system for consumer's claim is intended to deal with the conflicts between consumers and firms in their transaction of goods and service ensuring consumer's basic right. In general, the redemption system for consumer's claim requires promptness of redemption, free charge of claim procedure for consumers and constructive response of firms. However, the current redemption system in Korea has some limitations in its authority in the sense that it has only the right for mediation of consultation and agreement and thus the involved consumer should forfeit his/her claim or should go to legal suit which requires high cost and time when the mediation work is failed between two parties. As it is shown in result of survey on empirical cases produced by the Consumer Dispute Mediation Committee in Consumer Protection Board of Korea in 2001, the 20.3％ of total claims have failed to reach final mediation, while the BBB case in the U. S. has recorded 19％ of arbitration success after its failure in mediation. Therefore, it is strongly recommended for Korea to augment current. arbitration system toward assuring firm's cost liability, the principle of quick procedure through agreement on arbitration upon consumer's request. It is thus prerequisite for firms to be armed with the concrete entrepreneurship of responsibility on cost liability. In conclusion, we suggest restructuring of currently existing institution, rather than establishing new one through substantial augmenting the role of Consumer Dispute Mediation Committee In Consumer Protection Board of Korea and enlarging its business criteria of The Korean Commercial Arbitration Board by progressive development of the consumer protection program through amendment of current law for consumer protection.

• Journal of Digital Convergence
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• v.13 no.3
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• pp.75-84
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• 2015

As the service industry has been getting increased attention as the core for the national economic growth, in order to promote growth and development of the industry, in-depth research on the workers in the industry has been timely called for. Therefore current study aims to explore the effect of leadership style on organizational citizenship behavior(ie OCB) for increased productivity of workers in the service industry, and the role of multi-dimensional justice in the relationship between them. The findings suggest that transformational and transactional leadership both have positive effect on OCB, implying that application of leadership style that is appropriate to the context may be more important, Also, mediation test of multi-dimensional justice resulted partial mediation effect except for the procedural justice in the relationship between transformational leadership and OCB.

• The Journal of the Convergence on Culture Technology
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• v.9 no.3
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• pp.779-787
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• 2023

In the relationship between the shareholding ratio of National Pension Service (NPS) and the investee firm's value, this study examined the mediating effect of R&D expenditure which its increase can indirectly induce the increase of firm value, and examined the moderated mediation effect of the Stewardship Code implementation which pressures investee firms' to increase R&D expenditure and firm value. Using the Korean listed companies' data from 2016 to 2021, the analysis showed that the R&D expenditure had a partial mediation effect on the relationship between NPS's shareholding ratio and firm value. Also, the analysis showed that the NPS's Stewardship Code implementation had positive moderating effects on following relationships, one between NPS's shareholding ratio and R&D expenditure, and the other between NPS's shareholding ratio and firm value. In all, on the relationship between NPS's shareholding ratio and firm value, the R&D expenditure's mediation effect differs before and after the implementation of the stewardship code, which shows the moderated mediation effect.

• Journal of Korea Trade
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• v.25 no.5
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• pp.19-38
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• 2021

Purpose - This study aims to verify the direct causal relationship between cost competitiveness and global network competitiveness, which are the tangible service quality factors determined by the shipping company, which in turn affect the shipper's customer satisfaction. Additionally, we empirically investigate the intangible, related service qualities determined by shipping companies, such as operational competitiveness and customer relationship quality, and how these then positively affect customer satisfaction through the formation of trust. Therefore, we examine the mediating effect of trust formation among different contractors for shipping services. Design/methodology - In order to examine the shipping company's tangible and intangible service-qualities perceived by the shipper on customer satisfaction and the process of trust formation between contractors, we collected valid data from 114 respondents out of 200 distributed questionnaires. The respondents consisted of domestic freight forwarders who engage with domestic and international shipping and logistics agencies. Descriptive statistics, confirmatory factor analysis, reliability, convergent and discriminant validities, common method bias, and PLS-SEM (partial least square-structural equation model) were analyzed using the program STATA 16. Findings - The findings of this study are as follows. First, our results showed that all hypotheses assumed in this study had statistically significant supporting evidence. Second, it was found that the mediating effect of trust was significant in affecting the quality of intangible service- qualities for customer satisfaction. Third, through supplementary analysis, we found that the global network competitiveness of domestic shipping companies will increase in importance in the future. In conclusion, the theoretical and practical implications of these findings are presented. Originality/value - This study reaffirmed the traditional causal relationship between customer satisfaction and tangible service quality. Additionally, we also contribute to the literature on the understanding of the causal relationship between trust formation and customer satisfaction through intangible interactions from a long-term perspective.