• Journal of Digital Convergence
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• v.14 no.4
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• pp.267-276
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• 2016

This paper aims to examine the effects of perceived justice of service recovery efforts on the customer relationship performance in mobile social commerce. To this end, we classified cognitive-affective trusts and post-recovery satisfaction into the customer relationship performance. This research employs a field survey of customers who experienced service failures in mobile social commerce and a covariance structural model analysis in order to test hypotheses of our research model. The findings present that all justices of service recovery efforts positively affect the cognitive trust, whereas the only procedural justice significantly influences the affective trust. In addition, the results show that cognitive-affective trusts have a positive effect on the post-recovery satisfaction. Our results suggest practical implications that are used to help managers maintain and improve relations with the customers who experienced service failures and to increase the post-recovery satisfaction.

• International Area Studies Review
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• v.13 no.2
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• pp.687-711
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• 2009

This research was conducted to explore the factors that cause medical tourists' dissatisfaction, and find ways to solve the tourists' problems by researching on the relationship between the service recovery and the failure of medical services. Also, the research has put more emphasis on establishing marketing strategies that enable Japanese medical tourists to actively visit Korea, and finding out the effects that the medical tourists satisfaction and trust have on their behavioral intentions, recommendations, and positive feedbacks. The summary of the research analysis results as follows. First, the service recovery after the service failure has positive influences on the medical tourist's satisfaction. Second, the service recovery has proven its positive influences on the tourists' trusts and behavioral intentions. Third, the satisfaction of the service recovery has built the mutual trust between the tourists' and the medical center, and this has positive influences on the customer's behavioral intentions. Finally, the research was conducted to analyze the moderating effects on the relationship between the service recovery and the recovery satisfaction. It was found that the medical service failure recognition type has proven no moderating effects.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.9 no.1
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• pp.165-176
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• 2014

This study is directed to examine the most useful restoration strategies for turning the customers' dissatisfaction caused by unsuccessful spa service to the satisfaction through each fair factors and tries to suggest the practical schemes to cope with complaints and dissatisfaction of spa service customers by establishing the system dealing with customers' complaints. And this verifies the relationship between the alternative attraction and the intention of conversion as the action after the restoration from the unsuccessful services. Moreover, it analyzes the mediation effect that a formation of reliance through the restoration of unsuccessful services has. To achieve the purpose of this study, the subject got decided as women who are customers of private spa facilities situated in Seoul and Gyeonggi-do region for the purpose of skin care in 1 year recently. After understanding their experiences of complaining about the services, this study investigates the alternative attraction and the intention of conversion as the next action and the perception of fairness and trust in the efforts of Spa service business for recovery. As the result of verifying hypothesis, it is shown that the recovery satisfaction increases when the 3 points of the distributive justice, procedural justice, and interactional justice, which are the fairness factors of the effort to restore services according to the quality of service, are more positive. In the relation among recovery satisfaction, trust, the alternative attraction, and the intention of conversion, the result was that recovery satisfaction affects trust in positive way and alternative attraction in negative way. However, the positive and meaningful result came out in contrast with the hypothesis which predicted the negative effect of recovery satisfaction on the intention of conversion. Furthermore, it means that indirect effectiveness which carries trust and alternative attraction should be considered instead of the direct effectiveness that the recovery satisfaction affects on the intention of conversion. In this study, it can be interpreted that the combined increase of the trust and the alternative attraction makes the intention of conversion higher rather than the higher intention of conversion following the decrease of the recovery satisfaction in view of the result that the indirect effectiveness is high between the recovery effort and the intention of conversion. In the relation among the intention of conversion, trust, and alternative attraction, the intention of conversion got influenced in positive way and negative way by trust and alternative attraction respectively and trust influenced the alternative attraction negatively as well. It means the high quality of services or the recovery of services has a direct causation which carries conviction to the customers' intention of action.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2013.05a
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• pp.167-169
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• 2013

The purposes of this research is to propose trust recovery model of smartphone applications and to examine the moderating effect of service type on the use of smartphone applications. To achieve research purposes, we suggested service failure type using the scenario technique and empirically verified by conducting survey. The results showed that the procedural justice and interpersonal justice have influence on trust and trust had an effect on the all quality factors (system, information, service quality). Also, information quality and service quality had an effect on the customer loyalty. Finally, service type had significant moderating effects on the relationship between perceived justice and quality.

• Journal of Korea Port Economic Association
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• v.28 no.4
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• pp.169-191
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• 2012

This study is to investigate the strategy on forming a long term relationship between logistics service provider and demander including maintaining strategy of it. For these purposes, effect on the organization and human factor of Logistics service companies and also, impact on the customer trust and relational commitment against service recovery are analysed. Literature review and empirical study are used to modify research model and to develop questionnaire for logistics service companies. Reliability for measuring procedure yields the same result on repeated trials and validity for identifying the accuracy of the accrual measuring instrument are also used. Suggested hypothesis are verified through multiple regression method and the testing results are shown as follows; First, organization and human factor have a positive effect to the service recovery satisfaction against the service failure of logistics service providing company. Second, the service recovery satisfaction also leads a positive effect on the customer trust and relational commitment.

• Information and Communications Magazine
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• v.30 no.6
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• pp.77-85
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• 2013

본고에서는 네트워크의 신뢰성에 영향을 미치는 요소들을 살펴보고, 네트워크 신뢰성을 보장하기 위한 여러 가지 회복기법들과 다계층 네트워크의 신뢰성을 최대화하기 위한 방법들을 소개한다. 이를 바탕으로 앞으로 네트워크 신뢰성 연구가 나아갈 방향에 대하여 고찰한다.

• KOREAN POULTRY JOURNAL
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• v.28 no.12 s.326
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• pp.99-103
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• 1996

• 사료
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• s.9
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• pp.44-49
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• 2004

미국광우병발생이후 국내산 쇠고기 소비가 23% 감소한 것으로 조사되었다. 농촌경제연구원 신승열연구위원등의 보고서에 따르면, 소비자의 78%가 수입육안정성을 의심하고 있으며, 국산육에 대해서도 39%만이 안전성을 신뢰하는 것으로 조사되었다. 따라서 안전성에 대한 신뢰가 회복되지 않는 한 쇠고기 소비회복은 매우 완만한 것으로 전망하고, 소비확대를 위해서는 안전성 확보와 유통시스템의 정비가 필요하다고 지적하고 있다.

• Agrochemical news magazine
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• v.22 no.5 s.168
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• pp.2-4
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• 2001

• Korea Petroleum Association Journal
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• no.1 s.203
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• pp.4-7
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• 1998

지금의 경제위기는 동남아의 외환위기와 국내의 기아사태등을 계기로 시작됐다. 한국경제가 안고있는 여러가지 위험요소들에 눈을 뜬 국제자본이 한국경제에 대한 신뢰를 상실하고 한국경제를 기피한 결과다. 따라서 이 위기는 한국을 떠난 외국의 민간자본이 한국경제에 대한 신뢰를 회복하여 다시 유입되지 않는 한 지속될 것이다. 이봉서 ADB부총재는 『지금은 일단 IMF의 지원조건을 이행한다는 의지를 보여 한국에 대한 신뢰를 회복하는 일이 가장 중요하며, 장기적으로 우리 경제회생에 도움이 된다면 쓴 약도 마셔야 할 때』라고 강조한다. 이 글은 지난 12월 10일 이 부총재가 에너지 연구회 세미나에서 행한 강연내용을 정리한 것이다. <편집자 주>