• Management & Information Systems Review
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• v.33 no.3
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• pp.59-76
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• 2014

This research tries to present the role of Jung, which is well known as Koreans' traditional emotional attachment in service recovery process. Prior research on the service recovery have focused on relationship among perceived justice, recovery satisfaction and forgiveness. Especially perceived justice including distributive, procedural, and interactional justice has addressed as most important antecedents of recovery satisfaction. Although the pivotal role of emotional factors for successful service recovery has agreed by many researchers, relatively little attention has been paid to this issue. During the service recovery process, even if customer perceived recovery effort from service provider as justice one, they might feel displeasure or dissatisfaction. It means prior researches have underestimated the importance of emotional aspect, especially for Korean perspectives. In this study, we examined customer reactions to service failure and recovery process in restaurant service settings. Specifically, we focused on the moderating effect of 'Jung' on the paths between perceived justice and outcome variables such as forgiveness and recovery satisfaction.

• Journal of Science and Technology Studies
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• v.13 no.2
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• pp.71-110
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• 2013

As a patient has recently been recognized as not a passive object but a subject of medical services, various attempts are being made to strengthen the status of a patient. Medical communication which has been led by a doctor so far is being made with a focus on a patient due to sovereignty of a consumer and activation of medical information. The purpose of this paper is to investigate the process to strengthen the status of a patient as a consumer of health care service through a patient association and consumer movement as medical information becomes public. As the patient centered medical service is creating a variety of health care service market using IT technologies, it has contributed to the improvement on asymmetry of medical information. As the expansion of IT fusion health care market is bringing the fundamental change into the traditional relationship between a doctor and a patient, the medical service market is being re-organized. A patient centered medical service such as expansion of mobile health care model led by a patient is being accelerated.

• 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.

• 한국벤처창업학회:학술대회논문집
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• 2010.08a
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• pp.263-288
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• 2010

본 연구에서는 현재 사업을 운영하고 있는 사업자와 사업을 운영하지 않고 있는 잠재창업자인 20세 이상 남녀를 조사대상으로 사업에 대한 태도 및 위험인지가 여러 특성에 따라 어떤 차이가 있는지 그리고 어떤 변수들에 의해 영향 받는지를 조사하였다. 또한, 태도 행동 모델과 소비자의사결정 모델을 응용하여 사업태도와 위험인지 변수가 창업 및 사업유지의사에 미치는 영향력을 조사하였다. 본 연구결과를 정리 요약하면 다음과 같다. 첫째, 분산분석결과 남성, 비전문직 종사자, 부모가 창업경험을 가진 경우 사업에 대한 태도가 긍정적인 것으로 나타났다. 한편, 취업하지 않은 경우, 연령이 40대 이상인 경우, 과거 사업경험이 있는 경우 사업에 대한 위험인지 수준이 높은 것으로 드러났다. 둘째, 남성, 부모가 창업한 경험이 있는 경우, 자아실현의 창업동기를 갖는 경우 창업의사가 강한 것으로 드러났다. 한편, 사업실패경험이 없는 경우, 101억부터 1천억 사이의 매출액을 갖고 있는 사업체 운영자, 긍정적인 사업태도를 가진 경우 사업유지의사가 높은 것으로 나타났다. 셋째, 남성, 비전문직에 취업한 경우, 사업경험이 있는 경우 사업에 대한 태도가 긍정적인 것으로 드러났다. 한편, 연령이 높은 경우, 취업하지 않은 경우, 사업경험이 있는 경우 사업에 대한 위험인지 수준이 높은 것으로 드러났다. 끝으로, 남성, 취업하지 않은 경우, 사업에 대한 태도가 긍정적인 경우, 부모가 창업을 한 경험이 있는 경우 창업에 대한 의사가 강한 것으로 드러났다. 한편, 긍정적인 사업태도, 사업실패경험이 없는 경우 사업유지의사가 강한 것으로 드러났다.

• Fashion & Textile Research Journal
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• v.24 no.2
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• pp.183-194
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• 2022

This study aims to understand the consumers' negative responses to communication failure of chatbots caused by their imperfections. Specifically, this study examines 1) the relationship among chatbot's communication failure, dissatisfaction, negative behavior (complaint, negative word-of-mouth (nWOM), and inertia); 2) the moderating effect of technostress on the relationship between chatbot's communication failure and dissatisfaction; 3) the differences in the negative responses between the generation MZ and the previous generations. Data were collected via an online survey. First, the participants interacted with the chatbot developed for this survey, to experience the chatbot's communication failure. Thereafter, they responded to a questionnaire. PLS-SEM was conducted using the R software environment to test the hypotheses. This study empirically identified that chatbot's communication failure positively affected dissatisfaction. In addition, the customers who were more dissatisfied with the chatbot's communication failures were more likely to complain than engage in nWOM. Compared to the generation MZ, chatbot's communication failure caused a higher level of dissatisfaction in previous generations. The results suggest that online shopping malls should carefully introduce an improved chatbot service after minimizing its communication failure rate. The chatbot developers of online shopping malls targeting middle-aged and elderly consumers should strive to develop and implement strategies to further alleviate consumers' dissatisfaction in the situation of chatbot's communication failure.

• CRM연구
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• v.4 no.2
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• pp.1-17
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• 2011

In the study of transaction coupling and consumer behavior it is argued that the satisfaction after consumption and consumer self-confidence would affect the degree of transaction coupling. Based on Kivetz(1999), this study expand transaction coupling which is a mental accounting process. Satisfaction after consumption and consumer self-confidence have been frequently cited as a key construct for predicting various consumer-related behaviors. The purpose of this research is to examine the effect of satisfaction after consumption and consumer self-confidence for hedonic products on transaction coupling. In order to explain the impact of consumer self-confidence clearly, the authors used a five-factor(i.e., information acquisition, consideration-set formation, personal and social outcomes, persuasion knowledge and marketplace interfaces). Using the scenario about baseball game, the authors manipulated the consumer satisfaction after consumption (satisfaction vs. dissatisfaction) between-subjects design. And consumer self-confidence was measured based on Bearden et al.(2001). The results of experimental study showed that the main effects of satisfaction after consumption is significant. The larger consumer satisfaction after consumption reflected a higher degree of transaction coupling. The 2-way interaction between satisfaction after consumption and consumer self-confidence is also significant. Specifically, the transaction coupling differentiation from satisfaction after consumption tends to be larger at high consumer-self confidence than at low one.

• Journal of Korea Game Society
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• v.7 no.2
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• pp.41-52
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• 2007

Presently, the online game industry of Korea are growing up fastly. The growth of online game give rise to the new problem of regulation on Real Money Trade(RMT). This article analyzed the market failure of RMT, and showed whether or not the government regulate RMT. The results showed that the RMT has efficiency in monopoly and external economie, and inefficiency in external diseconomies and uncertainty. But, the inefficiency in external diseconomie and uncertainty is based on the regulation of RMT by the game company. So, it is necessary for government to deregulate the RMT for curing the inefficiency of RMT.

• Journal of Convergence for Information Technology
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• v.10 no.12
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• pp.256-265
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• 2020

This study examines the effects of perceived service employee support on customer's negative silence, defensive silence and acquiescent silence, and the effects of such negative silence on relationship retention intention. Through this, we would like to discuss the negative effects of customer's negative silence and suggest strategies to reduce negative silence. This study employed questionnaire survey. The total number of questionnaires used in the final analysis was 220. A structural equation model was used for hypothesis analysis. As a result, the perceived service employee support has a significant negative effect on the defensive silence and acquiescent silence in the failure situation. In addition, acquiescent silence had a significant negative effect on relationship retention intentions and defensive silence had no significant effect on relationship retention intentions. Acquiescent silence had a higher negative effect on relationship maintenance intention than defensive silence, indicating that acquiescent silence was worse than defensive silence.

• Journal of Internet Computing and Services
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• v.11 no.6
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• pp.135-144
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• 2010

Apple recently announced a new policy about software development kit that banned the use of tools that convert apps built on other platforms into iPhone apps. Therefore, Adobe cannot develop their software to AppStore that inquire to the Department of Justice and the Federal Trade Commission about antitrust actions. Someone argue that Apple try to exclusive smartphone market such as the Microsoft antitrust lawsuit in 1998, but this case is essentially different. First, it need to define Apple's software development kit for iPhone and iPad is whether antitrust or not. Because of the characteristics of two-sided market in Smartphone Apple's iPhone cannot monopoly in cellphone or smartphone market, but it can be an antitrust in application store market. However, Apple re-announced new software development kit policy that shows positive results. Instead of hastily intervened regulatory agencies, the DOJ or the FTC, it is quite desirable that watching the interaction between companies that whether market failures or not and if it's harmful for consumer's benefit. Adobe attack Apple to advocate consumers and developers freedom of choice, but the most important thing is conclusion based on a comprehensive analysis need to objective point of view that Apple do whether antitrust act or not and damage to developers and consumers who are both side of platform.

• Proceedings of the KIEE Conference
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• 2002.07a
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• pp.360-362
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• 2002

전력산업 구조개편에 따라 전력회사의 공익기능 회피로 발생할 수 있는 시장실패 요인을 보완하기 위하여 정부 주도의 공익적 기능 수행으로 전력산업의 효율향상이라는 구조개편의 근본 취지와 목표를 달성하고자 정부는 매 3년 단위의 전력산업기반조성계획을 수립하도록 전기사업법에 명시하고 있고, 본 논문은 구조개편 하에서 공정한 경쟁 환경을 조성하여 소비자의 편익을 증대시킴으로써 공익기능을 강화하기 위한 중장기적인 전력 수요관리 정책방향을 제시하고, 2003년에서 2005년까지의 전력수요관리 프로그램별 세부 추진계획을 수립하였다.