• 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.

• 한국노년학
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• v.28 no.4
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• pp.1297-1315
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• 2008

Elderly males in retirement experiencing a change in their social status and role in the family are likely to develop negative perception toward the elderly and the elderly life. The purpose of this study is to examine how the experiences of age discrimination affect elderly male's perception and his attitude towards the elderly life, and to verify the mediation effects of the family and peer relations, which would necessitate the need for social welfare intervention. 215 participants, the elderly men registered at the welfare centers in Seoul Metropolitan area, participated in this research utilizing the structural equation modeling to verify the mediation effect. The findings are as follows. First, the elderly males's experiences of age discrimination is found not to have a significant effect on their perception towards the elderly. Second, the elderly males' discrimination experience has a significant effect on their attitude towards the elderly life. Third, it is found out that family function and peer relationship has complete mediation effect on the perception on the elderly experiencing discrimination in their perception towards the elderly life. Fourth, the family function and peer relationship has partial mediation effect on the elderly male experiencing discrimination in their attitude toward their life after retirement. This shows that more efforts are needed to reduce discrimination towards the elderly, and that strong family function and peer relations help the elderly to develop more positive perception and attitude towards the elderly life. In conclusion, it proposes an institutional approach towards the problem as well as increased support for elderly welfare service including family counseling intended to strengthen family function and alternative family, and more active social activities aimed at strengthening of peer relationship.

• Korean Association of Arts Management
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• no.54
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• pp.59-93
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• 2020

The development of digital technology has made consumers more knowledgeable about products than ever before. In this regard, experts have defined consumers in the digital age as knowledge seekers and pointed out that they are proficient in acquiring and sharing product knowledge prior to purchase. For service goods such as musicals, product prior knowledge executes strong effect due to such characteristics as intangibility, inseparabilit y,and heterogeneity. Prior studies in the field of performing arts, including musicals, have revealed that the prior knowledge of the audience has a positive effect on the satisfaction of the audience and WOM(word-of-mouth) intention. However, studies in the marketing field argue that consumers' high prior knowledge may have a negative impact on customer satisfaction and product evaluation depending on conditions, as they are more likely to compare, review, and expect products more closely. Therefore, in this study, we tried to identify under what conditions the musical prior knowledge enhances audience satisfaction and WOM intention. According to the results of previous studies, a mediating effect model was established in which the musical prior knowledge enhances the WOM intention through the mediation of the audience satisfaction. Then, Transportation was introduced as a mediation variable and it was verified whether the level changed the audience satisfaction and WOM intention. The reason for the introduction of the transportation construct reflects the results of previous research that the story is important component of musical. The results showed that the musical prior knowledge has a significant effect on WOM intention through the mediation of audience satisfaction. The moderating effect of transport was also significant on the relationship between musical prior knowledge and audience satisfaction. Lastly, through moderated-mediation analysis, it was confirmed that transportation moderates the mediating effect that prior knowledge affects on the WOM intention through audience satisfaction. Based on the results, we demonstrated that a musical story is fairly important to satisfy audiences with high prior knowledge. This study could contribute to the related filed in that it introduced the transportation construct for the first time, thereby broadening the understanding of the musical audiences in the era of smart consumers.

• Journal of Distribution Science
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• v.10 no.10
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• pp.11-16
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• 2012

Purpose - This study focused on consumer perceptions of service quality in organic food shops, the innovativeness of organic products, and which SERVQUAL sub-dimensions increase purchase intentions. Another purpose of this study was to explore the relationship between consumer perceptions of organic food shops, their direct interest in organic food, and their purchase intentions. Research design, data, and methodology - We tested our hypothesized model within a structural equation modeling (SEM) framework, utilizing path-analysis implementation. The AMOS 18.0 software was used, and we found that it fit very well with the observed data. Results - The results of the full model (structural and measurement models) indicated the following fit indices: χ²=39.492, degree of freedom=25, provability level=0.033, RMR=0.047, GFI=0.948, AGFI=0.906, NNFI=0.958, CFI=0.984, and RMSEA=0.060. The effects of service quality on purchase intention, service quality on innovativeness, and innovativeness on purchase intention we resignificant. We also examined the statistical significance of the mediation effects using the Sobeltest and found further evidence to support service quality and purchase intention through innovation. Conclusions - These results suggest that, if organic food shops want to achieve a greater level of competitiveness, they must try to raise the quality of their service and actively promote the innovativeness of organic food.

• Journal of Agricultural Extension & Community Development
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• v.28 no.1
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• pp.25-39
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• 2021

This study aims to identify the causation effect between technostress and utilization of Internet information and meditation effect of information service acceptability between technostress and Internet information utilization. The data were collected from 503 woman farmers aged 20 to 65 across the country. The analysis performed a three-stage mediated regression of Bron, & Kenny (1986), using the SPSS 21.0 statistical package. The importance of accepting information services has been identified in the Sobel test. According to the analysis of the medium effect on information service acceptability, information service acceptability has a partial medium effect on the technological stress of woman farmers and the level of Internet information utilization. In order to lower the technology of woman farmers in the future, it is necessary to find ways to improve new perceptions of information technology and increase acceptability of information services.

• Journal of Distribution Science
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• v.22 no.2
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• pp.31-40
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• 2024

Purpose: This study aimsto assert trust as an important mediator in the service business. The research topic relatesto service businesses that have low exposure to comparative information and weak consumer positions in terms of law, such as the beauty clinic businesses in Indonesia. Research design, data, and methodology: This study uses explanatory and purposive sampling. A survey was conducted among 268 Indonesians, collected by distribution via Google Forms. The hypotheses were tested using AMOS software. Results: The results indicate that trust did not have a significant role in mediating brand awareness, service quality, and price perception on revisit intention, but only mediated satisfaction. Furthermore, this study discloses the neutralization attitude and dissonance behavior represented by trust mediation. Conclusions: These findings attempt to expand the literature on the role of trust in the service business. However, the beauty clinic businessin Indonesia infers misbehavior. Misbehavior is caused by vulnerable conditionsin which consumers are unable to share their experiences with other consumers. The reason is that the defamation law in Indonesia is often implemented in the wrong direction. This must be corrected so that consumers obtain their rights and create a mutually beneficial relationship between beauty businesses and consumers.

• Korean Journal of Acupuncture
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• v.34 no.3
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• pp.126-135
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• 2017

Objectives : The purpose of this study was to describe the type of claimed adverse events related to Korean Medicine practices in South Korea. Methods : Claims with regard to the Korean Medicine practice submitted to the Korea Medical Dispute Mediation and Arbitration Agency from April 2012 to December 2016 were collected. We analyzed claims that explicitly reported the type of Korean medicine intervention and were deemed as being adverse events as defined by the Korea Good Clinical Practice. Claims that did not mention the Korean medicine practice explicitly or those related to the patient's dissatisfaction to the service rather than adverse health outcomes were excluded. Types, related interventions and the suspected severity of claimed adverse events were summarized. Results : Of 197 claims obtained, 140 claim cases were eligible and 144 claimed events were deemed as possible adverse events of the Korean medicine practice. Pain(16%), local infection/inflammation(12%) and neurological symptoms(11%) were the most frequently reported types of claimed adverse events. Thirty-nine claimed serious adverse events(SAE) were identified, including pneumothorax(28.2%) and death(17.9%). Conclusions : A wide range of claimed adverse events were identified. Routine monitoring of claims data may provide undetected safety information with regard to the Korean medicine practice. High risk of misclassification of the intervention and claimed adverse events due to insufficient information is the main caveat of this study.

• Journal of Arbitration Studies
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• v.13 no.2
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• pp.519-546
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• 2004

On June 27, 2002 Canadian Internet Registration Authority (CIRA) launched dot-ca domain name dispute resolution service through BCICAC and Resolution Canada, Inc. The Domain name Dispute Resolution Policy (CDRP) of CIRA is basically modelled after Uniform Domain Name Dispute Resolution Policy(UDRP), while the substance of CDRP is slightly modified to meet the need of Canadian domain name regime and its legal system. Firstly, this article examined CIRA's domain name dispute resolution policy in general. It is obvious that the domain name dispute resolution proceeding is non-binding arbitration to which arbitration law does not apply. However it still belongs to the arbitration and far from the usual mediation process. Domain name arbitrators render decision rather than assist disputing parties themselves reach to agreement. In this respect the domain name arbitration is similar to arbitration or litigation rather than mediation. Secondly it explored how the panels applied the substantive standards in domain name arbitration. There is some criticism that panelists interprets the test of "confusingly similar" in conflicting manner. As a result critics assert that courts' judicial review is necessary to reduce the conflicting interpretation on the test of substantive standards stipulated in paragraph 3 of CDRP. Finally, it analysed the court's position on domain name arbitral award. Canadian courts do not seem to establish a explicit standard for judicial review over it yet. However, in Black v. Molson case Ontario Superior Court applied the UDRP rules in examining the WIPO panel's decision, while US courts often apply domestic patent law and ACPA(Anticyber -squatting Consumer's Protection Act) to review domain name arbitration decision rather than UDRP rules. In conclusion this article suggests that courts should restrict their judicial review on domain name administrative panel's decision at best. This will lead to facilitating the use of ADR in domain name dispute resolution and reducing the burden of courts' dockets.

• Journal of Convergence for Information Technology
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• v.10 no.8
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• pp.152-160
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• 2020

The purpose of this study was to analyze the effects of neglect and abuse of parents, a sub-factor of domestic violence victimization experience, on the career identity status, the mediate effects of adapting to school life in the process, and the control effects of the experience of using local children center service experience. To this end, 419 people were extracted from the data of the first year and sixth year of the children's panel at the local children's center. The main analysis results are as follows. First, parents' neglect, a sub-factor of domestic violence damage experience, was found to have a negative mediation effect on youth's sense of direction. Second, adapting to school life are being partially mediate effect in the relationship between neglect of duty and career identity. The practical implications of necessary for the forming career identity for teenager using local child center and the basis data for developing programs were derived.

• Asia-pacific Journal of Multimedia Services Convergent with Art, Humanities, and Sociology
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• v.9 no.8
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• pp.569-576
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• 2019

The purpose of this study aimed to examine the effects of job stress on the turnover intention through mediation of vacational consciousness and to reduce turnover intention of long-term care workers based on the results. We used 447 long-term care workers working in Seoul and Gyeonggi area. For the research purpose, the mediation effect was verified after the technical analysis and verifying multicollinearity using on SPSS and sobel-test. The results of this study are as follows: First, the lower the age of care worker and the higher the monthly household income, the higher the turnover intention. Second, the higher the perceived job stress, the higher the turnover intention. Third, the higher the job consciousness of the long-term care workers, the lower the turnover intention. Fourth, job stress of long-term care workers showed statistically significant effect on turnover intention by partial mediation of job consciousness. Based on the above results, I suggested the clinical and policy practice to prevent the separation of long-term care workers and improve the quality of care service for the elderly.