• Journal of Internet Computing and Services
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• v.1 no.2
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• pp.1-10
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• 2000

ATM network technology is generally used for the solution of integrating multimedia service in high-speed Internet. In Internet protocol based on ATM services, If single cell is lost in ATM layer, the entire TCP packet will be lost. Therefore, TCP performance will be degraded. In order to reduce cell loss, when congestion occur, UBR+EPD mechanism is proposed to improve the throughput in TCP over UBR, and ER scheme is suggested in TCP over ABR. In this paper, we analyzed the performance improvement effect of UBR+EPD with FRR (Fast Retransmission and Recovery), the adjusting EPD threshold parameter (R), and variation of MTU (Maximum Transport Unit) size. As a result, through the analysis of performance, we know that the improved throughput and fairness are shown by the proposed scheme.

• Journal of Distribution Science
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• v.3 no.1
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• pp.23-42
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• 2005

The service offer expectation and the desire of customers to a large-sized rate influence store also increase as a result of such environmental change. the counter where research of a book was upgraded from differentiation pursuit by competition between business condition in business condition in the case of the domestic rate influence store which has put the focus on service strengthening The work shrine which cannot reach here the competition predominance in the domestic market it will be hard coming to secure, when environmental change of inside large-sized rate influence store industry is taken into consideration The research which tried to receive customer service failure recovery carried out actual proof analysis in the influence to which fair nature lateness of a customer attains to the re-purchase intention to this store of customer satisfaction and future by service recovery process for an object in the customer who held service failure recovery experience in the domestic large-sized rate influence store.

• The Korean Journal of Food And Nutrition
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• v.24 no.3
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• pp.329-339
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• 2011

The purpose of this study was to compare the effects of service failure magnitude on perceived justice, positive emotion, and revisit intention at restaurants between a collectivist culture(Korea) and an individualistic culture(United States). The results showed that the higher a customer's perception of service failure magnitude, the lower the perceived recovery justices in both cultures. The distributive, procedural, and interactional justices had a favorable effect on positive emotions in both cultures. Other findings revealed that interactional justice was the best predictor of revisit intention in Korea, while distributive justice was the best determinant of revisit intention in the United States. This research suggests that global restaurant managers need to understand how cultural orientation influences consumer perceptions of service failures in order to develop a highly targeted and effective service recovery.

• Journal of the Korean Society of Clothing and Textiles
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• v.33 no.3
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• pp.366-378
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• 2009

The purpose of this study was to understand fashion product consumers' relationship dissolution by considering the characteristics of customer behavior and examining the connection between the main variables. The survey was conducted on 623 women over 20 years old who had experienced relationship dissolution or problems with regular fashion stores in the areas of Seoul and Kyungki in September 2005. The SPSS 12.0 package and Amos program were used to analyze the data. The results of this study were as follows: First, service recovery justice of a fashion store, interactional justice, distributive justice, and procedural justice had effects on encounter satisfaction. Furthermore, encounter satisfaction influenced relationship dissolution behavior, voice, exit, loyalty, neglect via overall satisfaction. Second, there were differences in relationship dissolution behavior according to consumer loyalty and switching costs.

• Culinary science and hospitality research
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• v.11 no.3 s.26
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• pp.103-120
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• 2005

The purpose of this study was to identify the customer dissatisfaction types by demographic characteristics, and examine the effort of service recovery justice on the customers' satisfaction, in order to construct the efficient recovery system fer the restaurant service failure. Also, another purpose of this study was to analyze the effect of customer satisfaction on the word of mouth and the repurchase, and so devise the information measures for the positive relationship between the customers and the domestic restaurants. According to the results of this study, the customer evaluation on service recovery could be explained by the concept of justice. Also, this justice influenced the overall satisfaction on service recovery, and further the satisfaction on service recovery influenced the subsequent positive word of mouth or repurchase intention.

• Asia Marketing Journal
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• v.14 no.1
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• pp.99-130
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• 2012

Service failure and a poor service recovery may lead loyal customers to try to aggressively punish the service firm. We use perceived betrayal and desire for vengeance as the key constructs to understand customer retaliation. Perceived betrayal is defined as a customer's belief that a firm has intentionally violated what is normative in the context of their relationship. And the desire for vengeance is defined as the retaliatory feelings that consumers feel toward a firm, such as the desire to exert harm on the firm. The perceived betrayal and the desire for vengeance are key antecedents of retaliatory behaviors such as vindictive complaining, negative WOM and third-party complaining for publicity. The empirical results suggest that betrayal is a key motivational factor that lead customers to restore fairness by making use of all means, including retaliation. We also find that relationship quality has effect on a customer's response to a failure in service recovery. As the levels of relationship increases, a violation of the proper fairness has a stronger effect on the sense of betrayal experienced by customers. Considerable research has investigated consumer responses to dissatisfaction. But our study examine the response of outraged and highly frustrated consumers. We focus on emotional and behavioral processes that have not been covered by previous dissatisfaction researches and which are unique to outraged consumers caused by extremely dissatisfied purchase experience. It has recently been pointed out by various mass media that the customers not only have positive effects on the company performance but also put the company in crisis. It has often been reported that one customer's dissatisfaction, for example, never ends as it is, and it tends to grow for retaliating upon the company, depending on the level of seriousness of the dissatisfaction. This sometimes leads to a lawsuit against the company. Our study focuses on the customers' emotional and behavioral responses induced by their extreme dissatisfactions. We divided the customer groups into the customers with high relationship quality and the customers with low relationship quality, and the difference between two groups is examined. The objective of this study is to comprehend the causal relationship between the feeling of betrayal caused by the service failure and the retaliatory behavior triggered by the desire of revenge. Our study is divided into three parts. First, a causal relationship between perceived unfairness and the perceived betrayal and desire for revenge. Second, the effect of the perceived betrayal and desire for revenge on the retaliatory behavior is investigated. Finally, the moderating role of relationship quality in the causal relationship between the unfairness in service recovery and the perceived betrayal is analyzed. This study finds the following empirical results. The distributive unfairness, procedural unfairness and interactional unfairness had significant effects on the perceived betrayal. Especially, the perceived distributive unfairness results in the highest perceived betrayal. When the service company does not provide customers proper and sufficient compensation for the failure, they feel the strong sense of betrayal. And in the causal relationship between the perceived betrayal, desire for revenge and retaliatory behavior, the perceived betrayal has significant effects on e desire for revenge. In addition desire for revenge has significant effects on negative word of mouth, retaliatory complaining behavior and publicity of complaints through third group. Therefore the perceived unfairness has effects on retaliatory behavior through the mediation of the perceived betrayal and desire for revenge. Finally the moderating role of relationship quality was examined in the relationship between the unfairness and perceived betrayal. If the customers experienced the perceived unfairness in the process of service recovery, the customers with high relationship quality feel the stronger perceived betrayal than the customers with low relationship quality do. When they experience the double service failure, the customer group with high relationship quality accumulating the sense of trust feel the more perceived betrayal than the customer with low relationship quality who do not have strong trust. The contribution of this study is to find the effect of the service failure on the retaliatory behavior with the moderating roles of relationship quality. The dimensions of unfairness in service recovery is found to have differential effects on the perceived betrayal, desire for revenge. And these differential effect is moderated by the level of relationship quality.

• Korean Journal of Social Welfare
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• v.57 no.3
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• pp.389-413
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• 2005

The OCB(organizational citizenship behavior), spontaneous extra-role behavior of social workers, plays very important role in the provision of qualitative service for the clients and the organizational performance of social welfare agencies. Starting from the importance of OCB for the effective organizational management, this study focuses on the effects of antecedents such as organizational justice(procedural and distributional) and trust in supervisor on the OCB. This study collected data from 360 social workers and 59 their supervisors working in the community welfare centers, paired the self-reported data and the supervisor-rated data, and analyzed the data through the SEM (Structural Equation Modeling) method. The findings of the study show that organizational justice(procedural and distributional) has no direct effect on the OCB, but indirect effect on the OCB through the mediator of trust in supervisor, and that procedural justice has more effect than distributional justice. This study suggests that the management of spontaneous behavior of social workers is not a separated fragmentary phenomenon but should be understood and managed comprehensively in the continuation of the perception of organizational members for the organizational management, the resulting affectivity toward their supervisor, and their behavior in the organizational life.

• Journal of the Korean Applied Science and Technology
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• v.35 no.4
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• pp.1120-1133
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• 2018

The purpose of this study is to validate the failure attribution factors affecting emotional changes after a failed service by local restaurant users, and the relapse effects of the perceived failure of a customer's brand relationship. In this study, the implications of this study can be divided into the null theory and the homogenous theory, in which the study of the relationship between individual belief that influences the null theory and the post-gender emotional response is minimal. The independence of the crash response (angerous VS compassion) has been equally validated as building a belief-gathering-emotion three-step model. First, emotional BRQ (intimate and love) has a reduction effect on controllable geeks, and behavioral BRQ (relative existence) has an extended effect on controllable geeks. From a management perspective, restaurant managers should be less aware of the repeatability of a customer's service failure and call for customer sympathy. Integratedly, restaurant managers must control the customer's perception of service failure and restore the impact of the customer's BRQ on emotional reactions. A variety of service recovery measures should be established and the cerumen should be controlled. In addition, since BRQs have different effects on anger and sympathy (extended VS), different service failure recovery plans should be presented depending on the characteristics of the customer BRQ. For example, measures such as monetary compensation or fair dealing, emotional distribution to close and loving customers, and persuasion of reciprocal benefits to interdependent customers should be developed according to circumstances. This study explored the effectiveness of the geeks after a service failure and has limitations that do not take into account the various regulatory factors in the BRQ-return-Empression process. Thus, in further studies, the effects of adjusting service failure strength should be considered and a more complete model should be built.

• Journal of Distribution Science
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• v.16 no.12
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• pp.105-113
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• 2018

Purpose - This research is intended to suggest ways to enhance customers' satisfaction with service recovery. For this purpose, this study investigated the relationships among perceived justice (distributive, procedural, interactional justice) of service recovery efforts, perceived authenticity of service recovery efforts, the intention to follow advice, and the satisfaction with service recovery. Research design, data, and methodology - This research developed a structural equation model in which the perceived justice (distributive, procedural, interactional justice) and the perceived authenticity are predictors, the satisfaction with service recovery is a dependent variable, and the intention to follow advice is a moderator between the perceived justice (distributive, procedural, interactional justice) and the satisfaction with service recovery. Data were collected from visitors of fast food restaurants in Seoul, Gyeonggi province, and Kangwon province. A total of 330 questionnaires were distributed and 295 responses were collected indicating a response rate of 89.3%. After deleting data having missing value, 288 samples were used for analysis. SPSS 21.0 and AMOS 21.0 were used to test the reliability, validity, model fit, and hypotheses. Results - Empirical results showed that perceived justice, perceived distributive justice, and perceived authenticity had a positive influence on the satisfaction with service recovery. These results indicated that the more highly customers perceived the justice, distributive justice and the authenticity of service recovery efforts, the more they were satisfied with service recovery. And these influences were moderated by the intention to follow advice. Specifically, influences of the perceived justice, the perceived distributive justice, and the perceived authenticity on the satisfaction with service recovery were bigger for people with high intention to follow advice than people with low intention to follow advice. Conclusions - This research contributed to the service recovery literature by showing how perceived justice (distributive, procedural, interactional justice) and perceived authenticity influence satisfaction with service recovery. Moreover, current study introduced the intention to follow advice as moderator of this influence and revealed the moderation role of the intention to follow advice between the perceived justice (distributive, procedural, interactional justice) and the satisfaction with service recovery. Managerially, these results suggested retailing companies some ways to recover from service failure.

• Knowledge Management Research
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• v.16 no.1
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• pp.71-93
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• 2015

With the rapid growth of the internet, electronic commerce has become accepted as one of the major purchasing channels for consumers. As more and more consumers search for and purchase products through the internet, intra-industry competition of electronic commerce has become fierce. Therefore, electronic commerce service providers pay attention to factors that prevent existing customers from leaving there services in the service failure situation. In this regard, electronic commerce service providers should make service recovery efforts for consumer recovery satisfaction after service failure. In this study, we suggest that procedural justice, interactional justice, distributive justice and authenticity have positive impacts on recovery satisfaction. In addition, we also propose that involvement plays moderating roles in the relationships between procedural justice, interactional justice, distributive justice, authenticity and recovery satisfaction. We collected empirical data for this study over a period of two weeks from subjects who had service failure recovery experiences through electronic commerce. A total of 224 complete and valid responses were obtained. We carried out data analysis using a two-step methodology with SPSS 20.0 and SmartPLS 2.0. The first step in the data analysis was to establish the internal consistency, convergent validity, discriminant validity of the constructs. In the second step, we examined the structural model. The empirical results support the proposed model and partly identify the moderating effect of involvement differences. The moderate effect results show that procedural justice, distributive justice and authenticity have different impacts on recovery satisfaction in two groups. Cognitive factor such as the procedural justice and distributive justice have stronger impacts on recovery satisfaction in the high-involvement goods than in the low-involvement goods, while emotional factor such as authenticity has a stronger impact on recovery satisfaction in the low-involvement goods than in the high-involvement goods. We expect that this result will provide researchers and managers who are interested in electronic commerce service failure recovery with useful theoretical and practical implications.