• Asia Marketing Journal
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• v.3 no.2
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• pp.69-91
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• 2001

고객이 서비스상의 실패에 대해 때로는 강한 부정적 반응을 보이기에 서비스를 제공하는 조직의 서비스회복능력은 고객만족을 달성하기 위해 강력하고 효율적으로 운영되어야 한다. 따라서 본 연구는 온라인상의 서비스인 ISP업체(10개의 회사)를 대상으로 온라인 서비스 상에서 고객이 서비스상의 불만을 경험할 때 기업이 고객의 불만을 회복시켜 만족으로 전환시키려는 회복속성들이 실제로 고객이 가지는 분배상의 공정성, 절차상의 공정성 및 상호작용 공정성에 어떤 영향을 미치는가를 실증적으로 검증하기 위한 것이다. 이를 위해 10개의 ISP업체를 선정하고 해당 업체에 대해 불만을 가진 고객들이 기업의 불만제거 노력에 대해 평가하도록 하였다. 가설 검증을 위해 LISREL을 이용하여 서비스의 회복속성인 보상, 신속한 반응, 무반응, 사과, 사전보상제공 등이 분배상공정성, 절차상 공정성, 상호작용 공정성에 직접적으로 미치는 효과를 파악하고 이 공정성의 요인들이 만족에 미치는 영향도 실증적으로 검증하였다. 온라인 상이라는 새로운 환경을 고려하여 기존의 모델에서 간과된 부분을 확인하기 위해 확장 모델을 제시하여 새로운 의미를 가진 경로가 존재하는지 확인하고 이 부분에서 유의적인지 않은 경로를 배제한 수정모델을 제시하였다. 기존의 연구를 바탕으로 제시된 가설은 연구모델에서 경로 계수를 추정하고 이에 대한 t값을 통해 검증하였다. 본 연구에서 제시하는 시사점으로는 고객의 서비스 실패 및 회복상황에 대한 평가의 이론적 원칙을 설명하고 관리자에게 각각의 서비스 실패와 일치하는 서비스 회복전략을 제시하여 운영상의 가이드 라인을 제시한다고 할 수 있다

• Information Systems Review
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• v.12 no.1
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• pp.81-105
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• 2010

This research explores the role of personal performance expectation, task-technology fit, perceived rewards, shared vision, usefulness of knowledge sharing, top management support, organization culture, organizational commitment, KMS self-efficacy as antecedents which affect knowledge sharing activity as a consequence and investigates relationships among variables considering characteristics. The results show that members' perceived personal performance expectation, task-technology fit, perceived rewards, shared vision, usefulness of knowledge sharing, top management support, organization culture, organizational commitment, KMS self-efficacy has a positive effect perspectively on knowledge sharing in a organization. Especially, the fact that perceived members' task-technology fit, perceived rewards, usefulness of knowledge sharing is more important than other variables was confirmed. The results of this study, knowledge-sharing activities of the enterprise, members of the organization's business strategy for the activation process is expected to help.

• Journal of Distribution Research
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• v.13 no.1
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• pp.35-60
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• 2008

The objective of this research is to find out antecedents and consequences that would affect franchisee's fairness in a franchise system. The factors of antecedents include support, reward and communication, and those of consequences consist of commitment and profit. With a survey of the 120 stores of N franchise, the country's outstanding food service company, the results of structural equation model show that support and reward in its headquarters scheme had an effect on distributive fairness in franchisee's fairness sense, but did not influence procedural fairness. However, communication affected both distributive fairness and procedural fairness. On the other hand, distributive fairness and procedural fairness impacted relationship of a franchise system and commitment in variables. And only distributive fairness influenced profit.

• Korean Journal of Construction Engineering and Management
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• v.18 no.4
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• pp.48-56
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• 2017

Construction Projects have many participants by characteristic, scale and contract. Those also have complicated communication structure. So, claim and dispute occur continuously for conflicting communication. In many claim and dispute cases, it usually occurs between builder and owner. Unfair practices by owners position cause main claim and dispute. This study analyses judgment type, cause and compensation ratio in korean commercial arbitration case and provides the dispute information for builder that has weak position by contract. It draws analysis information for managing and controlling dispute that order type, judgement type, cause and failure case. Using these analysis information, it hopes to help inducement of dispute agreement and save time and economic damage for builder during construction. It also hopes to rise construction completeness by providing dispute management information.

• Management & Information Systems Review
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• v.32 no.2
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• pp.107-135
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• 2013

Today, the consumer complaining behavior is recognized as a valuable source of marketing information in the company. Therefore, studies on the factors that lead to consumer complaints have been done. In the previous research on consumer complaining behavior, the factors influencing the complaining behavior was focused on the personal characteristics, but factors under company control was rarely identified. We try to identify factors under company's control that have a effect on the likelihood of success of complaining and complaining perceived costs. These factors are tendency to compensate emotionally, tendency to compensate materially, accessibility to complain, empowerment to manage complaint. Through empirical analysis, we proposed company's strategies to encourage consumer's complaint and gave theoretical and managerial implications.

• Journal of Energy Engineering
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• v.16 no.1 s.49
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• pp.15-21
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• 2007

In order to solve problems of global warming, many policies and measures has been implemented in various countries. In January 2005, the European Union Emission Trading Scheme officially started. In order to take it into action, the EU ETS stated that all members must submit the national allocation plan including the national's total allowances, allowances for installations, reserve for new entrants, etc. In the process of this decision-making, it was also stated that problems related with early action should be solved by each member state at its option. This paper is a study on necessity of compensation for early action and its limitation of its practices. With a comparative study on dealing with early action in the key nations including Germany, the Netherlands and United Kingdom, we can get insights and strategies for effective processes of dealing with early action and the direction for harmonizing data collection and allocation rules.

• Journal of the Korea Convergence Society
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• v.10 no.11
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• pp.557-564
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• 2019

The purpose of this study was to examine the influencing factors of job engagement among Korean police officers. This was the secondary analysis of data from the 5th Korean Working Conditions Survey (KWCS). The study subjects included 185 Korean police officers. Collected data were analyzed using descriptive statistics, t-test, ANOVA, Pearson's correlation and multiple regression with IBM SPSS Statistics 24.0 program. Job insecurity (${\beta}=-.34$, p<.001), job reward (${\beta}=.39$, p<.001), subjective health status (${\beta}=.22$, p<.001), and organizational justice (${\beta}=.20$, p=.002) were significant influencing factors on job engagement, explaining 59.3% of the variance (F=34.26, p<.001). Effective and systematic strategies to improve Korean police officers' job engagement should focus on job reward, job insecurity, subjective health status, and organizational justice. The results of this study can be utilized as base data to improve Korean police officers' job engagement.

• The KIPS Transactions:PartB
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• v.9B no.2
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• pp.139-146
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• 2002

The robot soccer simulation game is a dynamic multi-agent environment. In this paper we suggest a new reinforcement learning approach to each agent's dynamic positioning in such dynamic environment. Reinforcement learning is the machine learning in which an agent learns from indirect, delayed reward an optimal policy to choose sequences of actions that produce the greatest cumulative reward. Therefore the reinforcement learning is different from supervised learning in the sense that there is no presentation of input-output pairs as training examples. Furthermore, model-free reinforcement learning algorithms like Q-learning do not require defining or learning any models of the surrounding environment. Nevertheless these algorithms can learn the optimal policy if the agent can visit every state-action pair infinitely. However, the biggest problem of monolithic reinforcement learning is that its straightforward applications do not successfully scale up to more complex environments due to the intractable large space of states. In order to address this problem, we suggest Adaptive Mediation-based Modular Q-Learning (AMMQL) as an improvement of the existing Modular Q-Learning (MQL). While simple modular Q-learning combines the results from each learning module in a fixed way, AMMQL combines them in a more flexible way by assigning different weight to each module according to its contribution to rewards. Therefore in addition to resolving the problem of large state space effectively, AMMQL can show higher adaptability to environmental changes than pure MQL. In this paper we use the AMMQL algorithn as a learning method for dynamic positioning of the robot soccer agent, and implement a robot soccer agent system called Cogitoniks.

• CRM연구
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• v.2 no.1
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• pp.53-72
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• 2009

Customer's reward program is a prevailing promotional technique. Recently, both management and marketing fields have been interested in the failure of customer's reward program. However, there are few empirical research regarding this. Therefore, this study examined a research model that employs justice in processing of customer's reward program perceived by customer to explain commitment(calculative commitment, affective commitment) and complaining behavior which is mediated by negative affect. Data was collected from the customers who dissatisfied with their reward programs. For the analysis, frequency, cronbach' ${\alpha}$ and path analysis were used as statistical test tool. Additionally, SPSS 12.0 and AMOS 4.0 were used for analyzing the hypotheses. As a result, proposed structural model largely supports the hypothesized framework and the major findings of this study are summarized as follows: First, distributive and interactional justice were negatively related to negative affect. But procedural justice didn't influence negative affect. Second, negative affect was negatively related to calculative commitment. But affective commitment wasn't influenced by negative affect. Third, negative affect was positively related to complaining behavior. Fourth, calculative commitment was negatively related to complaining behavior. But negative affect didn't influence complaining behavior. In conclusion, It can be posited that justice, negative affect, 2 forms of commitment and complaining behavior are important factors.

• Journal of Korean Society of Forest Science
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• v.86 no.1
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• pp.80-86
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• 1997

The objective of this study was to investigate how resistant poplar hybrid makes compensation to ozone stress. Growth, net assimilation rate and initial Rubisco activity were investigated. This study elucidates the physiological mechanisms associated with ozone sensitivity and resistance in 3 selected $F_2$ hybrids, a family originating from a cross between Populus trichocarpa${\times}$P. deltoides. Open-top chambers were used. Ozone concentrations varied from 90 to 115 ppb for 126 days, 6 to 9 hours in a day. This study tested the hypothesis that resistant poplar hybrid maintains the biomass production to ozone exposure via increased net assimilation rate and Rubisco activity. Growth, biomass, net assimilation rate and initial Rubisco activity were generally reduced by ozone treatment. In the tree parts, root under ozone stress was the most sensitive part. Reduced allocation of photosynthates to root growth might be due to increased respiratory demands for maintenance and repair of aboveground tissue damaged by ozone stress. Maintenance or increases remaining leaves in photosynthetic rates and Rubisco activity in resistant clone in response to ozone treatment were the results of biological compensation to ozone stress.