• Journal of Service Research and Studies
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• v.6 no.3
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• pp.57-78
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• 2016

The purpose of this research is to study how service recovery activities influence customers' commodity churning in the media telecommunication industry(CATV industry). Put it differently, we tried to identify this change of commodity churning rates by the stages of service failures, by which we intend to emphasize the importance of service recoveries. Korean media telecommunication market has already been saturated; customers tend to move to bigger major companies with better customer care increasingly. As once customers gone never returns, CRM functions are being reinforced over the time. We were able to have the following results. First, turning rates, for those experienced service failure, who were dissatisfied with service recovery activities are 2~5 times (monthly average turning rates are 1.3%) higher than those satisfied. Secondly, active service recovery activities at the customer's service request after experiencing service failure lowered churning rates significantly. The most effective timing is service recovery activities pre-recovery stage. Thirdly, reward activities after service recovery activities at the immediate recovery stage is more effective than service recovery at the arranged recovery schedule and reward activities after customer's expressing churning intension. The implications of this study are that firms should engage in service recovery activities at the time of identifying service failures, prior to customer's expressing churning intention, which means relatively lower ROI for the service recovery activities than the times of customers' expressing churning intention.

• The Journal of the Korea Contents Association
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• v.17 no.6
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• pp.424-435
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• 2017

Because services are delivered through the behaviors of people, it is very difficult to do the quality control and services failures are often happened. If services failures are not recovered by appropriate methods, customers make the negative word-of-mouth communications and have the negative intention to repurchase. The service recovery paradox demonstrates the importance of service recovery after the service failures. The purpose of this study is to investigate the antecedents of customer satisfaction of service recovery(CS), and its consequences of the CS. Independent variables of CS are distributive justice, procedural justice, and interactional justice, and dependent variables of CS are negative word of mouth communication and intention to repurchase. Data are collected using the scenario method. Research model and hypotheses are tested empirically using the statistical packages such as SPSS and AMOS.

• Korean Journal of Social Welfare
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• v.57 no.4
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• pp.253-274
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• 2005

The purpose of this study was to explore the experiences of people with disabilities using Personal Assistance Services (PAS) in Korea. A qualitative study based on face-to-face interviews with people with mobility disabilities was conducted. Nine consumers with disabilities participated in the study. Study participants pointed out five changes in their life after using PAS: 1) increase in daily life activities, 2) increased perceived control, 3)increased psychological self-reliance, 4) growth of relationships with others in terms of both degree and frequency, and 5) more equalized relationships with family, Finally, article makes recommendations regarding the future provision of PAS.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.21 no.3
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• pp.522-528
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• 2020

The purpose of this study is to improve the reemployment rate of unemployed job seekers aged 50 to 59 by supporting the foundation of our society and enhancing their value of life. We analyzed the impact of resilience, a psychological factor, on job seeking of unemployed people in their fifties. Subjects were visited and provided employment services in the Employment Welfare Plus Center in the Seoul Metropolitan Area. We devised a questionnaire consisting of three variables of general characteristics, resilience, and job search. Also, the resilience variables comprised sub-variables of control, positiveness, and sociality, and the job search variables involved sub-variables of job preparation, attitude, and willness. Study results the resilience of unemployed persons aged 50 to 59 is above average, and sub-variables of positiveness are highest compared to other sub-variables. Second, there is no significant gender difference in resilience for job search activities. Third, resilience and its sub-variables, such as control and affirmation, affect job-seeking activities. Therefore, this study suggests strengthening the resilience of job seekers in their fifties as well as providing psychological counseling and job training for job-seeking activities.

• Journal of Korea Society of Industrial Information Systems
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• v.13 no.5
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• pp.44-54
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• 2008

The objective of this research is to develop a measurement instrument for service recovery quality in the Internet commerce setting. To this same end, Parasuraman et al.(2005) have devised a scale called E-RecS-QUAL, which we revised and supplemented to develop another instrument named eSR-Q. To guarantee its reliability and validity, this instrument went through the refinement and validation processes for internal consistency and construct validity in terms of convergent, discriminant, and nomological validity. Our final scale consists of four dimensions including responsiveness, compensation, contact, and apologies altogether with fourteen measures. Overall, this research deals with the related research background, the scale development and validation processes, its limitations, and future research directions.

• Social Workers
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• no.9 s.53
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• pp.19-19
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• 2006

사회복지분야 투명사회협약체결을 위한 기관단체들의 성과를 공론화하고 의제를 심화시켜 현실성있고 효과적인 협약의제를 이끌어내기 위한 토론회가 지난 8월17일 사회복지회관 대강당에서 열렸다. 사회복지분야 투명사회협약 추진위원회가 주최하고, 투명사회협약실천협의회가 주관한 이번 토론회는 사회복지시설 운영의 투명성강화, 사회복지시설 이용자 인권 및 서비스 질제고, 사회복지단체 사회공헌활동 활성화 등의 주제로 진행되었다.

• Korean Journal of Social Welfare
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• v.59 no.1
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• pp.117-143
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• 2007

The purpose of this study was to investigate the outcomes and the influential factors that predict outcomes of Personal Assistance Services (PAS). A phone survey was conducted with 201 people with severe disabilities who used PAS services through 10 Centers for Independent Living. Participants reported an increase in subjective health perceptions associated with use of PAS. Participants also reported increased psychological self-reliance as a consequence of using PAS, and high satisfaction with PAS in general. Additionally, the participants reported increased active participation in their communities, increased employment, and high self-confidence in getting or maintaining jobs as outcomes of PAS. Among influential factors predicting the outcomes of PAS, high monthly income and more mean hours of for PAS were positive predictors of psychological self-reliance. Younger age, lower income, and longer duration of service were positively associated with community participation. Longer duration of disability and service use were positive predictors of employment status. Less severe disability and high monthly income were associated with higher self-confidence related to getting or maintaining a job. The results highlight the importance of ensuring the availability of PAS to all Koreans with disabilities who are interested in these services.

• The Journal of the Korea Contents Association
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• v.16 no.6
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• pp.270-282
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• 2016

A community center is situated near the residential areas and is the public facility that acts as the core of local cultural activities. A community center, as the general cultural activities increases, is transforming into a facility that promotes the community restoration and living convenience such as welfare, sports, art activities, and education etc. beyond location of simple leisurely activities. This study considers local residents' accessibility through the renovation of preexisting community center.

• 한국벤처창업학회:학술대회논문집
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• 2023.11a
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• pp.169-172
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• 2023

최근 높은 청년실업률과 평생직장의 개념이 축소된 현대사회에 청년들은 평생직장을 찾기 보단 자신의 역량을 발휘하여 조기창업을 선호하고 있지만 창업 이후 사업유지의 불안, 인적자원관리, 생계유지에 대한 불안이 매우 높다. 이런 요인은 청년들이 창업을 유지하며 자신의 잠재된 창업역량 및 창업 유지에 부정적 영향을 미치며 청년의 창업 불안은 개인의 심리적소진을 야기하고 창업에 대한 동기가 약화되어 사업을 운영·유지에 어려움을 겪고 조기 폐업으로 연결되며 청년부채, 청년 심리문제, 청년 학업중단등 심리적 및 사회적문제로 확대되고 있다. 따라서 창업역량. 창업동기와 심리적 회복탄력성과의 상관관계 연구가 필요하다. 본 연구의 목적은 청년창업가의 심리적 회복탄련성의 요인이 창업동기와 창업역량에 미치는 영향을 사전 조사하고 분석하고자 한다. 본 연구를 토대로 청년의 심리적 회복탄력성을 높이고 창업 역량, 창업동기의 긍정적 영향을 미치기 위한 심리상담, 창업 관련 사회심리교육 및 심리서비스 지원등 해결방안을 모색하여 사회에 기여하고자 한다. 본 연구의 대상은 충청남도에 창업을 준비하는 청년들을 포함하여 창업활동을 하고 있는 만 20세~28세의 청년이다. 이를 위해 창업 청년 300명을 대상으로 설문조사를 실시하고, SPSS 28.0을 활용하여 자료를 분석하려 한다.

• Proceedings of the Korean Society for Quality Management Conference
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• 2004.04a
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• pp.13-18
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• 2004

국내의 제조업과 서비스업은 글로벌 환경, 지식정보화시대, 개방화 등 극심한 경영환경 변화에 노출되어 있다. 적자생존의 법칙이 적용되는 경영현장에서 기업이 지속적으로 성장하기 위해서는 차별적인 경쟁전략이 요구된다고 하겠다. 제품이나 서비스에서 마찬가지로 오차 또는 불량은 고객의 불만과 불평으로 이어져 다시 신뢰를 회복하기 어려울 뿐만 아니라 매출신장이나 서비스 재 구매에도 악영향을 미치게 된다. 따라서 제조업을 막론하고 서비스업에서는 완벽한 품질을 추구해야 한다. 완벽한 품질을 지향하는 것이 '6 시그마'라고 할 수 있다. 1999년 이래로 국내 제조업에서 6시그마 도입이 본격화되면서 서비스업종에서도 6시그마 도입이 점차 증가하고 있고 6시그마 도입에 관심을 갖는 업체들이 늘어나고 있는 추세이다. 본 연구에서는 국내 서비스 기업의 6시그마경영활동과 성과사례를 연구하고 6시그마 도입을 통해서 프로세스측면에서 얻은 경영성과를 확인하고 주요 성공요인들(CSF: Critical Success Factor)을 탐색하기로 한다.