• International Area Studies Review
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• v.15 no.2
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• pp.225-245
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• 2011

This study investigates the effects of justice dimensions on negative emotion, consumer satisfaction after service recovery, repurchase intention and word-of-mouth intention in a context of service recovery. Behavioral intentions(repurchase intention and word-of-mouth intention) are critical to the discount store sellers' survival and success. The research model is an extension of previous studies, especially considering more recent developments in the service recovery literature. A survey using 458 customers in China was conducted, confirmatory factor analysis was conducted to test the validity of the measurement model, and AMOS analysis approach was used to gain important insights into how customer retention in the discount store business can be ensured. The results suggest that all three dimensions of justice had negative effects on negative emotion, had positive effects on satisfaction after service recovery. Negative emotion had negative effects on recovery satisfaction. Recovery satisfaction had positive effects on repurchase intention and word-of-mouth intention. Finally, this study suggests the implications of these findings and offers directions for future research.

• The Journal of the Korea Contents Association
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• v.22 no.5
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• pp.711-720
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• 2022

The aim of the present study is to test multiple mediating effects of job-efficacy and resiliance in the links between work-life balance (WLB) and deviant behavior. The date applied in empirical analysis was collected from employees working at Jeju island and 400 sets of questionnaires were spread and among collected 355 sets, 298 sets were used. Hypotheses was examined with SPSS Macro statistical package. As expected, WLB was positively related to job-efficacy and resiliance respectively and negatively associated with deviant behaivor. Moreover, mediating effects of both variables was different, in detail, job-efficacy was fully mediated in that path but not significant in case of resiliance. Findings of this study was to expand the roles of WLB from productive behaviors to counter-productive behaviors and it enables to provide a few theoretical and empirical implications.

• Journal of the Korea Convergence Society
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• v.8 no.4
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• pp.67-77
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• 2017

The purpose of this study is to find convergence differences of academic burnout, career preparation behavior, and general characteristics of the students majoring in medical records according to each cluster of resilience, and draw a proper improvement plan. A self-administered questionnaire survey had been conducted and a total of 168 copies were analyzed. As a results Cluster analysis was conducted on three detailed categories of resilience and was classified into two clusters. Cluster1 was a group that had points higher than the average points of Korean in each one of three categories. Cluster2 had all of which were lower points than that. Cluster1 had higher points than cluster2 in terms of career preparation behavior, hobby, subjectively good health condition, extroverted personality, good academic records, satisfaction with school life, and study satisfaction ratio, but had lower points than cluster2 in terms of academic burnout. Therefore, positiveness enhancement education focused on cluster2 will improve total group resilience.

• Korean Journal of Cognitive Science
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• v.33 no.4
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• pp.205-228
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• 2022

This study aimed to confirm the effect of social and relational behavior types of robots on human cognition in human-robot interaction. In the experiment, the participants evaluated trust in robots by watching a video on the robot Nao interacting with a human, in which the robot made an error and then made an effort to restore trust. The trust recovery behavior was set as three conditions: an internal attribution in which the robot acknowledges and apologizes for an error, a condition in which the robot apologizes for an error but attributes it externally, and a non-action condition in which the robot denies the error itself and does not take any action for the error. As the result, in all three cases, the error was perceived as less serious when the robot apologized than when it did not, and the ability of the robot was also highly evaluated. These results provide evidence that human attitudes towards robots can respond sensitively depending on the robot's behavior and how they overcome errors, suggesting that human perception towards robots can change. In particular, the fact that robots are more trustworthy when they acknowledge and apologize for their own errors shows that robots can promote positive human-robot interactions through human-like social and polite behavior.

• Journal of Service Research and Studies
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• v.13 no.2
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• pp.161-180
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• 2023

This study empirically analyzed the effect of perceived injustice on service recovery measures proposed by online food delivery service (OFDS) companies on consumer disappointment. This study adopted interaction justice, information justice, procedural justice, and distributive justice as sub-variables of justice perception based on the justice theory. In addition, the differences by generation (MZ generation and other generations) were examined in the relationship between negative word-of-mouth behavior and switching intentions due to service recovery failure. An online survey was conducted targeting 250 adult consumers in the U.S for the empirical analysis of this research model. The results of the data analysis demonstrated that negative perceptions about the procedural justice and distributive justice among the service recovery strategies had a positive effect upon the consumer's disappointment. Furthermore, it was confirmed that the consumer's disappointment due to the perceived injustice of the service recovery strategy had a positive effect on the consumer's negative word-of-mouth behavior and switching intentions. The verification results of the moderation effect in the relationship between negative word-of-mouth behavior and switching intention, it was found that the younger the age(MZ generation), the higher the possibility of causing dysfunctional behavior. This study expands the scope of related research by presenting a new perspective on the justice perception in the service recovery process by verifying dysfunctional behavior of consumers caused due to the failure of the service recovery strategy. It is believed that the results of this study will be used as basic data for the establishment of practical strategies for OFDS companies to prevent double defection of their customers.

• Culinary science and hospitality research
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• v.16 no.2
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• pp.64-76
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• 2010

This research presented research objective on service recovery equity and related scientific purpose and a practical view based on actual problems and needs of hotel restaurant service management, deriving following research results. First, through considering previous research related to service recovery equity, theoretical system on segmentation of customer appraisal through business situation variables and recovery equity are presented. Second, in the enlarged meaning of existing recovery equity and related previous research, relationship was examined closely through an analysis of new causal relationship on recovery equity and research on relationship between recovery equity and customer appraisal. Third, the effect of service recovery equity affecting consequences on satisfaction and the intention of action were analyzed through customer appraisal and examined the relationship between service recovery equity and customer attitude. In this research, implications on future scientific and practical views based on the results are as follows. Not only the necessity of further research on the general service industry but also research on customer appraisal systems were suggested by offering parameters segmented from service recovery through customer satisfaction and intention of action for customer appraisal.

• Korean Journal of Social Welfare
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• v.5
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• pp.25-40
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• 1984

• Korean Journal of Social Welfare
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• v.32
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• pp.235-266
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• 1997

• Proceedings of the Culinary Society of Korean Academy Conference
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• 2004.11a
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• pp.301-316
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• 2004

• Korean Journal of Social Welfare
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• v.18
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• pp.117-150
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• 1991