• Journal of Distribution Research
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• v.17 no.1
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• pp.1-36
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• 2012

Service failure is one of the major reasons for customer defection. As the business environment gets tougher and more competitive, a single service failure might bring about fatal consequences to a service provider or a firm. Sometimes a failure won't end up with an unsatisfied customer's simple complaining but with a wide-spread animosity against the service provider or the firm, leading to a threat to the firm's survival itself in the society. Therefore, we are in need of comprehensive understandings of complainants' attitudes and behaviors toward service failures and firm's recovery efforts. Even though a failure itself couldn't be fixed completely, marketers should repair the mind and heart of unsatisfied customers, which can be regarded as an successful recovery strategy in the end. As the outcome of recovery efforts exerted by service providers or firms, recovery of the relationship between customer and service provider need to put on the top in the recovery goal list. With these motivations, the study investigates how service failure and recovery makes the changes in dynamics of fundamental elements of customer-firm relationship, such as customer affection, customer trust and loyalty intention by comparing two time points, before the service failure and after the recovery, focusing on the effects of recovery satisfaction and the failure severity. We adopted La & Choi (2012)'s framework for development of the research model that was based on the previous research stream like Yim et al. (2008) and Thomson et al. (2005). The pivotal background theories of the model are mainly from relationship marketing and social relationships of social psychology. For example, Love, Emotional attachment, Intimacy, and Equity theories regarding human relationships were reviewed. As the results, when recovery satisfaction is high, customer affection and customer trust that were established before the service failure are carried over to the future after the recovery. However, when recovery satisfaction is low, customer-firm relationship that had already established in the past are not carried over but broken up. Regardless of the degree of recovery satisfaction, once a failure occurs loyalty intention is not carried over to the future and the impact of customer trust on loyalty intention becomes stronger. Such changes imply that customers become more prudent and more risk-aversive than the time prior to service failure. The impact of severity of failure on customer affection and customer trust matters only when recovery satisfaction is low. When recovery satisfaction is high, customer affection and customer trust become severity-proof. Interestingly, regardless of the degree of recovery satisfaction, failure severity has a significant negative influence on loyalty intention. Loyalty intention is the most fragile target when a service failure occurs no matter how severe the failure criticality is. Consequently, the ultimate goal of service recovery should be the restoration of customer-firm relationship and recovery of customer trust should be the primary objective to accomplish for a successful recovery performance. Especially when failure severity is high, service recovery should be perceived highly satisfied by the complainants because failure severity matters more when recovery satisfaction is low. Marketers can implement recovery strategies to enhance emotional appeals as well as fair treatments since the both impacts of affection and trust on loyalty intention are significant. In the case of high severity of failure, recovery efforts should be exerted to overreach customer expectation, designed to directly repair customer trust and elaborately designed in the focus of customer-firm communications during the interactional recovery process to affect customer trust rebuilding indirectly. Because it is a longer and harder way to rebuild customer-firm relationship for high severity cases, low recovery satisfaction cannot guarantee customer retention. To prevent customer defection due to service failure of high severity, unexpected rewards as a recovery will be likely to be useful since those will lead to customer delight or customer gratitude toward the service firm. Based on the results of analyses, theoretical and managerial implications are presented. Limitations and future research ideas are also discussed.

• Journal of Preventive Medicine and Public Health
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• v.30 no.4 s.59
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• pp.669-685
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• 1997

Previous studies, reporting the inverse relationship between osteoarthritis and osteoporosis suggest the existence of possible pathophysiologic mechanisms between them. To examinine the hypothesis that 'bone mineral densities of women with osteoarthritis are significantly higher than that of women without osteoarthritis in Korea', subjects from the health and nutritional examination survey in Kuri city were sampled. Samples were selected through multi-stage sampling frame using established clusters in Kuri city. From August 18 to September 10,1997, the survey was conducted. Among the. total number of selected sample population (1,656 people), response .ate was 52.4 percent (348 men and 519 women). 420 women who took BMD measurement, radiologic exam, and anthropometric exam were selected for the analysis. The analytic results are as follows. 1. General characteristics: Mean BMD was $0.493g/cm^2$, mean age was 43.0, mean BMI was $23.9kg/m^2$. The number of women who experienced menopause was 106, hysterectomy was 19. There were 0 case of osteoarthritis of hip, 64 cases of osteoarthritis of knee, and 2 cases of osteoarthritis of hand. 2. Univariate analysis results: Mean BMD of women with the osteoarthritis of knee was significantly lower than that of women without the osteoarthritis of knee(0.4269 vs. $0.5057g/cm^2$). But, there were too few cases of osteoarthritis of hip and hand, so comparative studies of BMD in osteoarthritis of hip and hand could not be conducted. There were significant differences of BMD among pre-menopause group(0.5204), post-menopause group(0.4206), and hysterectomy group(0.4881). Additionally, there were significant differences of BMD among diabetes group(0.4297), impaired glucose tolerance group(0.4874), and normal group(0.5057). Furthermore, age, parity, BMI, bioimpedance were significantly related with BMD. 3. Multivariate analysis results: To examinine the relationship between osteoarthritis and BMD while controlling the other variables' effects which were significant in the univariate analyses, multiple linear regression analysis was done. But, it was found that osteoarthritis of knee was not a significant variable to BMD anymore. While age and menopause had significant negative relationship with BMD. Diabetes, parity, BMI, and bioimpedance did not have significant relationships with BMD. After stratification of subjects according to menopause, multiple linear regression analyses were done to each strata. Consequently, age in post-menopause group, age and osteoarthritis of knee in hysterectomy group showed significant negative relationship with BMD. The results did not support the many results of other previous studies done with white men and women. further studies of biological plausibility to Korean women are recommended. Also it is suggested that longitudinal study to verify the relationship between osteoarthritis and BMD will be valuable.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.16 no.3
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• pp.193-211
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• 2021

Recently, interest in Korean Wave craze and K-beauty, led by K-pop, is increasing. In addition, the popularity and influence of the domestic beauty service industry has increased, and the economic and cultural ripple effects have been continuously expanding. The need to professional manpower training in response to the demand for manpower due to the growing development of domestic beauty services is emphasized, and the number of trainees who are actual consumers of beauty academy is increasing. Therefore, the purpose of our study is to examine the importance of quality factors of educational services to achieve educational purposes in the educational services provided by the Beauty Academy and the relationship between relationship commitment and educational service performance. Furthermore, it is to draw the importance of administrative support services, educational programs as well as educational service provision activities. However, the research for professional manpower training according to the provision of beauty services is insufficient compared to the development speed of the beauty industry. Therefore, at the present time when beauty service education is emphasized, our study will examine the relationship between relationship commitment and educational service performance based on the quality of education service by the students of domestic beauty academy. The measurement variables set for our study are program, instructor quality, tuition, external service, service fairness, relationship commitment, trust level, and educational service performance. The variables were analyzed and derived through the survey, and the following contents were derived from the empirical analysis. First, the quality of education service provided by the beauty academy, such as program, external service, service fairness, relationship commitment and trust level, had a significant effect on relationship commitment. Educational services provided by the institute, such as the systematicity and diversity of educational programs, enabled students to have a uniform relationship commitment. The quality of education service itself is to learn the expertise necessary for providing beauty service from the standpoint of the students and play an organic role in the relationship with the institute. Second, the moderating effect of trust level between academies and students was significant in the quality of education service and the relationship commitment. This means that students will feel higher level of service quality through the practical trust relationship of the students about the educational services provided by the institute. Based on the results of the empirical analysis, the implications of our study are to find ways to improve the students' ability and satisfaction represented by the results of educational services. This is because the quality of education services provided by the institute called Beauty Academy will have a great impact on the career choice of educational facilities and students. The characteristics of consistency, convenience, and knowledge orientation of education itself should be considered comprehensively, and a strong market position should be established through image formation through external service factors, which are external environments of academies.Furthermore, in terms of presenting differentiated strategies with competitors, the educational service quality factors play a significant role in the commitment to the relationship with the students, so the role of relationship marketing will be important for the psychological stability experienced by the students by grasping the demand accompanying the behavior of the students in advance.

• Journal of Food Hygiene and Safety
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• v.28 no.1
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• pp.7-12
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• 2013

This study presents the influence on growth properties determined using a novel predictive growth model of wild-type Salmonella spp. KSC 101 by variations in the temperature and time during cut packaging in cold, uncooked pork meat. The experiment performed for model development included an arrangement of different temperatures ($0^{\circ}C$, $5^{\circ}C$, $10^{\circ}C$, $15^{\circ}C$, and $20^{\circ}C$) and time durations (0, 1, 2, and 3 hours) that reflect actual pork-cut and packaging processes. No growth was observed at $0^{\circ}C$ and $5^{\circ}C$, whereas some growth was observed at $10^{\circ}C$, $15^{\circ}C$, and $20^{\circ}C$, with a mean increase of only 0.34 log CFU/g. The growth observed at $20^{\circ}C$ was more robust than that observed at $15^{\circ}C$, but the difference was not statistically significant (p > 0.05). However, compared with PMP (Pathogen Modeling Program), the wild-type Salmonella spp. KSC 101 showed a more rapid growth. We used the Gompertz 4 parameter equation as the primary model, and the exponential decay formula as the secondary model. The estimated $R^2$ values were 0.99 or higher. The developed model was evaluated by comparison of the experimental and predictive values, and the values were in agreement with the ${\pm}0.5$ log CFU/g, although the RMSE (Root mean square error) value was 0.103, which indicates a slight overestimation. Therefore, we suggest that the developed predictive growth model would be useful as a tool for evaluating sanitation criteria in pork cut-packaging processes.

• Culinary science and hospitality research
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• v.22 no.3
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• pp.66-78
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• 2016

The purpose of this study was to provide hotel bakery organizations with useful information for human resources management based on a substantial clarification of the relationship and correlation of hotel bakery employees' self-leadership, self-efficacy, and organizational commitment. Resources were gathered from June 20, 2015 to July 10, 2015 by distributing a total of 500 surveys, from which 377 were collected. Excluding 23 survey forms not suitable for the analysis, 354 survyes were processed through factor analysis, reliability test, and multivariant structural analysis using SPSS 18.0 and AMOS 18.0 to verify the hypotheses. The findings of the analysis can be summarized as follows: first, behavior-centered strategies, natural compensation, and constructive thinking strategies had a significantly positive impact on self-efficacy. Second, in the analysis of impact of self-efficacy on organizational commitment, it was significant for emotional immersion, but did not have a significantly positive impact on normative immersion. Third, in the relationship between self-leadership and organizational commitment, behavior-centered strategies and natural compensation did not have a significant impact on emotional immersion. However, constructive thinking strategies had a significant impact. The following implications can be derived based on the above findings: this study implies the possibility of future studies on the variables of self-efficacy as it set behavior-centered strategies, natural compensation, and constructive thinking strategies as the preliminary factors under hotel bakery employees' self-leadership; and it analyzed the causality of each factor with emotional immersion and normative immersion as the subordinate factors of self-efficacy and organizational commitment to show that self-leadership and self-efficacy of hotel bakery employees based on emotional immersion and normative immersion can stably improve the organization of hotel bakeries.

• Journal of the Korean GEO-environmental Society
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• v.15 no.1
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• pp.63-68
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• 2014

In this study, it was found that determined the photocatalytic degradation of antibiotics (lincomycin, LM) with various catalyst composite of titanium dioxide ($TiO_2$), hydroxyapatite (HAP) and germanium (Ge) under UV-A irradiation. At first, various type of complex catalysts were investigated to compare the enhanced photocatalytic potential. It was observed that in order to obtain the removal efficiencies were $TiO_2/HAP/Ge$ > $TiO_2/Ge$ > $TiO_2/HAP$. The composition of $TiO_2/HAP/Ge$ using a statistical approach based on mixture analysis design, one of response surface method was investigated. The independent variables of $TiO_2$ ($X_1$), HAP ($X_2$) and Ge ($X_3$) which consisted of 6 condition in each variables was set up to determine the effects on LM ($Y_1$) and TOC ($Y_2$) degradation. Regression analysis on analysis of variance (ANOVA) showed significant p-value (p < 0.05) and high coefficients for determination value ($R^2$ of $Y_1=99.28%$ and $R^2$ of $Y_2=98.91%$). Contour plot and response curve showed that the effects of $TiO_2/HAP/Ge$ composition for LM degradation under UV-A irradiation. And the estimated optimal composition for TOC removal ($Y_2$) were $X_1=0.6913$, $X_2=0.2313$ and $X_3=0.0756$ by coded value. By comparison with actual applications, the experimental results were found to be in good agreement with the model's predictions, with mean results for LM and TOC removal of 99.2% and 49.3%, respectively.

• The korean journal of orthodontics
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• v.36 no.1 s.114
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• pp.74-83
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• 2006

Analysis of lateral cephalometric radiograph (cephalogram) has been used routinely to evaluate skeletal and dental relationships, but analysis of the lateral facial photograph has not been used frequently for evaluation of skeletal relationships. As concerns about harm of X-ray irradiation increases, this study was planned to evaluate the possibility of substituting analysis of the lateral cephalogram with analysis of the lateral facial photograph by comparing these two analyses. According to the ANB values from cephalometric analysis, subjects were divided into three groups: Class I malocclusion group (n=32). Class II malocclusion group (n=32), and Class III malocclusion group (n=31). After measurements of angles indicating horizontal and vertical relationships of the maxilla and mandible on the lateral cephalograms and photographs, differences between Class I, II and III groups were evaluated. To evaluate the similarity between two similar values in the cephalograms and photographs, t-test using standardized variable Z and correlation analysis were performed in the Class I malocclusion group. The results showed that 1) SnN'Pg' on the photograph can be used to evaluate the antero-posterior relationship of the maxilla and mandible (ANB), 2) N'-Sn/Sn-Pg' on the photograph can be used to evaluate facial convexity (NA/APg), 3) Sn-Tra-Me' on the photograph can be used as a measurement similar to FMA. In conclusion, partly substituting lateral cephalogram analysis with lateral facial photograph analysis was possible in the evaluation of the maxilla and mandible.

• Journal of dental hygiene science
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• v.9 no.3
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• pp.327-338
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• 2009

This study was to develop an instrument for multidimensional measurement of Korean scaling fear (KSF)-1.0 and analyze related factors. A sample of 720 subjects(scaling patients and community people) was studied in Daegu city from November in 2008 to March in 2009. Authors first conceptualized the KSF, item generation, item reduction, and questionnaire formatting were performed in the stage of the development. Item descriptive, missing%, item internal consistency, and item discriminant validity were analyzed in the item-level, also descriptive, floor and ceiling effect were analyzed in the scale-level. Cronbach's alpha, test-retest, inter-dimension correlations, and factor analysis were performed to evaluate the validity and reliability in the new instrument. Confirmative factor analysis was did to evaluate the fit of model. The results for item-level and scale-level were acceptable except item discriminant validity. The reliability for 0.92~0.96 of corelation coefficient range(Cronbach's alpha 0.96~0.98) was high in the test-retest, and there was no significant difference in paired t-test. Item internal consistency(range of pearson corelation coefficient 0.39~0.95) was also high. The result of explanatory factor analysis was the same as the intended dimension structure, also confirmatory factor analysis results revealed that the dimensional structure model were fined well in the evaluation of model fit($x^2$= 1245.66, df=146, p=0.0000; GFI=0.85; AGFI=0.80; RMSEA=0.10). Factors related to KSF by multiple regression were gender($\beta$=0.28, p=0.0004) and teeth brush method($\beta$=-0.15, p=0.0053) in scaling patients, also gender($\beta$=0.25, p=0.0002), educational level($\beta$=0.14, p=0.0155), teeth brush method($\beta$=-0.09, p=0.0229) and time of daily work out($\beta$=-0.10, p=0.0055) were significantly associated with KSF in no scaling group. In conclusion, The results of this study reveal that the new developed measurement scale was reliable and val id instrument for measuring the KSF in dental hygiene patients and community people. We recommend that further research should develop more the instrument for the Korean scaling fear.

• Journal of Korean Society of Forest Science
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• v.85 no.3
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• pp.539-551
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• 1996

In this study, a number of distance-dependent competition indices on tree-level which incorporate the tree sizes and distances to competitors, and traditional stand-level density measures were estimated from the data compiled with position-dependent survey in a Pinus densiflora stand. The performance of the estimated competition indices was examined by comparing the relationship with the diameter growth, and a dbh growth function, in which the competition index is considered as a one of influence factors, are developed. In the searching method of competing trees, the competition index estimated with $30^{\circ}$ competition interrupting angle showed the highest correlation with the annual dbh growth, while the expanding the competing zone distance had no significant effect on the performance of competition index in estimating annual dbh growth. The most of the examined stand-level competition indices, based on distance-dependent single-tree competition indices, were evaluated to describe similarly the stand competition status. As a result of partial correlation analysis in which the effect of age and site index are eliminated, Alemdag's mean competition index and relative spacing index were determined to have the highest correlation with dbh. The relative spacing index, which can be easily measured in field without measuring the position of individual trees, was considered to be a better suited one for estimating mean dbh of a stand. Among distance-dependent competition indices on tree-level, Hegyi's competition index showed the best performance in their correlation with annual dbh growth, if eliminated the effect of site index and dbh. This enabled to derive the following annual dbh growth function of individual trees which incorporate age, dominant height, dbh and Hegyi's competition index as influence factors : $$dbh^{\prime}=3.975362676{\cdot}age^{-1.099274613}{\cdot}ho^{0.199893990}{\cdot}dbh^{0.269430865}{\cdot}HgCI^{-0.353643587}$$ This function is coincided to the growth principle in which site index has a positive effect on the annual dbh growth, while high age or competition causes to reduce the annual dbh growth, and can be used as a function in single tree growth model.

• Journal of radiological science and technology
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• v.30 no.1
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• pp.13-23
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• 2007

In recent years, mammography system is changed rapidly from conventional screen-film system to digital system for application to screening and diagnosis. Digital mammography system provides several advantages over screen-film mammography system. According to the information provided by the manufacturer, digital mammography system offers radiation dose reduction in comparison with screen-film mammography system, because of digital detector, particularly direct digital detector has higher x-ray absorption efficiency than screen-film combination or imaging plate(IP). We measured average glandular doses(AGD) in screen-film mammography(SFM) system with slow screen-film combination, computed mammography(CM) system, indirect digital mammography(IDM) system and direct digital mammography(DDM) system using brest tissue-equivalent phantom(glandularity 30%, 50% and 70%). The results were shown as follows : AGD values for DDM system were highest than those for other systems. Although automatic exposure control(AEC) mode was selected, the curve of the AGD values against thickness or glandularity increased significantly for the SFM system with the uniform target/filter(Mo/Mo) combination. Therefore, the AGD values for the high energy examinations were highest in the SFM system, and those for the low energy examinations were highest in the DDM system. But the curve of the AGD values against thickness and glandularity increased gently for CM system with the automatic selection of the target/filter combination (from Mo/Mo to Mo/Rh or from Mo/Rh to Rh/Rh), and the AGD values were lowest. Consequently, the parameters in mammography for each exposure besides detection efficiency play an important role in oder to estimate a patient radiation dose.