• Management & Information Systems Review
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• v.36 no.2
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• pp.223-237
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• 2017

This study focus on the effect of switching barrier on negative performance. To suggest the negative effect of switching barrier, we reviewed the researches on service-failure and attribution theory. The model which we present in the research study includes the antecedents and consequences of negative emotions(regret, resentment) that caused by switching barriers. The former factors consist of internal attribution and external attribution. The latter factors consist of acceptance, complain, negative word-of-mouth. Survey research is employed to test these hypotheses. Previous researches, such as service marketing, psychology, have been referenced to measure constructs. We collected data involving various service area, and used 189 respondents to analyze these data with LISREL structural modeling. The hypothesized relationships were statistically significant. Internal attribution had positive effect on regret and external attribution had positive effects on resentment. And then regret had significant effects on acceptance and complain behaviour. Also resentment strongly effects on complain behaviour and negative word-of-mouth. We concluded with managerial implications, including the potential to deeper understanding switching barrier.

• Culinary science and hospitality research
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• v.19 no.2
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• pp.190-202
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• 2013

The arrival and expansion of the Internet has extended consumers' options and has provided consumers' opportunities to offer their own consumption. Through a laboratory experiment, we investigated questions: 1) do consumers trust the accuracy of reviews posted by anonymous reviewers or experts and 2) do readers trust negative and positive reviews equally? The messages were created as a form of 4 scenarios for this study. The statistical analysis was conducted using SPSS Win(v.16.0) for descriptive analysis, and t-test. Our results from a 2(positive reviews vs. negative reviews)*2(consumer vs. expert) experiment design showed that there was a significant difference between consumers' review and experts' one in restaurant visit intention(p<.001) and information credibility(p<.001). Also, between positive review and negative one, significant difference was found in restaurant visit intention(p<.001) and information credibility(p<.01). Other results, limitations and future research directions were also discussed.

• 정보화사회
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• s.44
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• pp.29-33
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• 1991

기술혁신이 새롭게 이루어졌을 때 일반적으로 그것의 기능.효과.영향에 대해서는 긍정적인 면과 부정적인 면의 두 가지 측면에서 논의된다. 특히 뉴미디어에 의해 창출되는 미래 사회의 모습에 대해서는 그 의견이 대립되고 있다.

• Journal of Korea Game Society
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• v.14 no.5
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• pp.61-68
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• 2014

In the generalization of mobile content use, feedback is a kind of alert that affects content immersion. An alert leads to separation from the content currently being used to transfer to content that raises the alert. Immersive interference can be recognized as a problem in mobile contents use. In this paper, we propose a serious game for overcomes immersion. interference from feedback and the foundation for interrelation research between feedback and immersion. The proposed serious game has been designed to present three kinds of feedback, specifically positive, negative, and hybrid feedback, through social information about the user. We also conducted an experiment to examine the correlation between three kinds of feedback and immersion while consuming digital content. The result of the experiment showed that negative feedback leads to higher immersion than positive feedback.

• Information Systems Review
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• v.24 no.3
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• pp.1-21
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• 2022

This research investigates how a service provider's response(s) to negative customer reviews influences the success of accommodation services in the context of online accommodation reservation platforms. Specifically, we attempt to comprehend the important role of attentive and instant responses to users' negative review comments in fostering future success by analyzing panel data on 856 motels registered in the largest accommodation reservation platform in Korea. The results present that response volume (Attentiveness) and faster responses (Timeliness) are positively associated with success. We further find that the two review-response strategies have a positive interaction effect on success. Moreover, we show that the effect of review responses is strengthened when the reputation of motels drops. The key findings of this research offer a set of practical guidelines for accommodation owners to achieve business success by effectively managing customer reviews and claims

• The Journal of the Korea Contents Association
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• v.15 no.1
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• pp.418-426
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• 2015

Smartphone users select restaurants using restaurant recommendation apps and use previous visitors' reviews as key decision-making information. It has not been studied yet how users react to negative reviews and how their reactions lead into the dining decision. In this study, we examined whether there are differences in the influence of negative reviews on intention to visit the restaurant according to users' decision making styles. This study confirmed negative reviews affect user decision differently according to three attributes (food, service, and atmosphere), and also partially verified that the effects of negative reviews are different according to decision-making style.

• Journal of the Korean Institute of Intelligent Systems
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• v.17 no.6
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• pp.754-759
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• 2007

The information recommendation system offers selected documents according to information needs of dynamic users. User's needs are expressed as profiles consisting of one or more words and may be changed into some specifics through relevance feedback made by users during the recommendation process. In previous research, users have entered relevance information by taking part in explicit relevance feedbacks and learned user profiles using the positive relevance feedbacks. In this paper, we learn user profiles using not only positive relevance feedback but negative relevance feedback and reinforcement learning. To compare the proposed with previous method, we performed experiments to evaluate recommendation performance of the same topic. As a result, the former shows the improved performance than the latter does.

• Journal of Digital Convergence
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• v.16 no.11
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• pp.281-288
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• 2018

The current study examined the moderating effect of visual cues in eWOM on the relationship between perceived risk and purchase intention. Specifically, the study tested the different directions of the moderating effect in positive and negative eWOM. Two studies from a 2 (perceived risk: high vs. low) by 2 (visual cue: presence vs. absence) experimental design were used with online subjects. Findings from study 1 (n=123) supported that visual cues in positive eWOM help to reduce the negative effect of perceived risk on purchase intention. However, study 2 (n=122) showed that visual cues in negative eWOM intensify the negative effect of perceived risk on purchase intention. The findings demonstrated that visual cues in eWOM influence consumers' decision under high risk conditions. We discussed findings of this study how visual cues in positive and negative eWOM can be strategically managed for new online sellers.

• Journal of the Korean Association of Geographic Information Studies
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• v.26 no.1
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• pp.11-20
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• 2023

Traditionally, surveys or interview studies have been used to measure satisfaction factors for public services. This method focuses on the simple frequency of civil complaints and does not consider the aggravation of emotions implied in civil complaints. As a result, it is difficult to judge the urgency of civil complaints and the severity of grievances experienced by civil petitioners. This study aims to calculate the negative emotional value of collective complaints by using the happiness score for each word on the Hedonometer. The Anti-Corruption and Civil Rights Commission applied a Hedonometer to the top civil complaint topics and related keyword data by region in 2021 to calculate negative sentiment values by subject of civil complaints, and visualize the distribution by region. Using the negative emotional values derived from the results of this study, the severity of emotions contained in civil complaints can be considered. It is also expected to be helpful in determining the urgency of civil complaints and the severity of grievances experienced by civil petitioners.

• 한국경영정보학회:학술대회논문집
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• 2008.06a
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• pp.1029-1035
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• 2008

본 연구는 기존의 인터넷 및 웹 광고에 대한 연구들을 바탕으로 동영상 UCC 광고에 대한 소비자의 태도와 수용에 영향을 미치는 요인을 분석해 보고자 하였다. 웹 광고 모델에서 사용된 정보성, 오락성, 부정적 자극 이외에 유용성과 용이성, 개인사용자 특성, 플로우, 그리고 인센티브를 새로운 변인으로 추가하였다. 연구 결과에 따르면, 오락성, 부정적 자극, 유용성 및 용이성, 플로우는 동영상 UCC 광고에 유의한 영향을 미치는 것으로 나타났지만, 정보성, 개인사용자 특성, 그리고 인센티브는 그렇지 않은 것으로 나타났다. 플로우는 동영상 UCC 광고의 수용에도 직접적으로 영향을 미치는 것으로 나타났으며, 동영상 UCC 광고에 대한 태도는 수용에 유의한 영향을 미치는 것으로 나타났다.