• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.6
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• pp.3829-3836
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• 2015

The actual complaint handling response of the company serves as an important success factor for the company to reduce defection rate of customers who have complaints. In this regard, this study sought to divide the company's complaint handling response into substantial compensation, favorable employee behavior and organizational procedures, empirically verify the effects of the customer's justice perception on trust and satisfaction, and thus to present the importance of the company's actual response. To this end, the data obtained from a survey of 210 customers who filed complaints directly to the company was analyzed using SPSS and AMOS. The research results can be summarized as follows. The compensation for customers with complaints has a significant effect on justice, and the favorable employee behavior also has a significant effect on justice. In addition, the organization procedures about handling complaints have a significant effect on justice. Especially the justice as justice perception was found to affect the future behaviors of customers such as trust and satisfaction. Based on these findings, this study presented implications and suggested future research.

• The KIPS Transactions:PartD
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• v.17D no.6
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• pp.471-480
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• 2010

The purpose of this study is to explore determinants which affect the significant increase in the user acceptance of smart phone. This study also analyzes the effect of each variable on the actual acceptance by empirical methods. In this study, first, the system quality and the service quality are defined as independent variables based on developed IS success model of DeLone & McLean(2003). Second, we proposed the research model by providing trust and perceptual immersion as intermediate variables, and user satisfaction and actual use as dependent variables by the proceeding research for accepting information technology and new service. Third, the statistical analysis is conducted by surveying to 200 smart phone users for verifying a validity of research models and hypotheses. As a result, almost hypotheses are accepted in confidence interval except for the hypothesis between security and trust variable.

• CRM연구
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• v.3 no.2
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• pp.21-41
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• 2010

The current research was conducted to examine the factors that affect outsourcing performances, and further investigate whether a discrepancy in performance exists between the medical institutions and hotel service institutions. The study surveyed both medical and hotel administrators for approximately two months, who managed outsourcing tasks. Total of 325 responses out of 350 distributed were collected. However, due to inadequate responses, six responses were excluded, amounting to total of 319 (155 medical institutions, 164 hotels) valid responses included in the final analysis. First, the informal outsourcing relationships between representatives of outsourcing service seekers and providers did not appear to have significant effects in terms of the levels of trust in neither medical institutions nor hotel industries. However, the relationships affected outsourcing degrees exclusively in medical institutions, showing the disparity between the two service institutions. This was explained due to the continuing long term efforts required to establish an informal relationship in medical institutions. Second, communication was shown to have positive effects on levels of trust in both medical institutions and hotel industries. This indicates a prominent outsourcing trait that emphasizes the significance of mutual cordial communication that contributes to establishing positive relationships. Third, opportunistic behavior of the outsourcing service providers appeared to negatively affect the levels of trust as well as outsourcing degrees for both medical and hotel industries. Therefore, opportunistic behaviors were found to have more tendencies to causing tension and discomfort rather than creating a relationship based on mutual credibility or conviviality. Fourth, the effect of service infrastructures on the level of trust did not appear to be significant on medical institutions, while showing positive influence on hotel industries. Additionally, service infrastructures were found to positively influence the outsourcing performance levels for both sectors. Fifth, trust between outsourcing service seekers and providers did not appear to have noticeable impact on the outsourcing degrees for either institution. On the contrary, trust appeared to have positive impacts on performance for both institutions. This further indicates that, when engaging in outsourcing, strengthening relationships through mutual partnership with outsourcing entities rather than establishing contractual relationships leads to improving the reciprocal trust, which in turn improves work results. Lastly the outsourcing degree of service seekers appeared to have positive impact on the outsourcing performance for both medical institutions and hotel industries, indicating the causal relationship between the affectability of outsourcing degrees and the following performance results.

• Journal of the Korean Society of Clothing and Textiles
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• v.45 no.4
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• pp.685-702
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• 2021

This study aims to discover how the perceived attributes of luxury fashion platforms affect consumer trust and satisfaction as well as online word-of-mouth intention. Based on a literature review, this study derived four dimensions of perceived attributes: brand assortment size, exclusivity, convenience, and personalization. The paper presents findings from an online survey targeting 359 consumers in their 20s to 30s who had recent experience with luxury fashion platforms. Based on the collected data, a structural model equation analysis was performed using AMOS 22.0 and SPSS 26.0. The findings illustrated that brand assortment size, exclusivity, and personalization had positive effects on consumers' platform trust. In addition, brand assortment size and convenience had a positive impact on satisfaction. Overall, the findings of the study illustrate that perceived attributes of luxury fashion platforms have a significant impact on consumers' platform trust and satisfaction and online word-of-mouth intentions. This study reveals that consumers' trend orientation moderates the effects of consumer attitude and behavioral intention. The academic practice of this study has laid the foundation for understanding mechanisms of marketing strategies by providing the characteristics of platforms in the luxury fashion industry.

• Korean Security Journal
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• no.61
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• pp.353-376
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• 2019

The study aims to analyze the factors affecting citizens' willingness to cooperate in police activities and to verify the intermediation effects of citizens' trust in police in these relationships. In order to achieve the purpose of such research, we selected factors that are expected to affect cooperation in police activities and police confidence by conducting a survey of 502 adult men and women living in Seoul and utilized them for analysis. The results from the analysis are summarized as follows. First, procedural fairness was confirmed as an influence factor on the cooperative history of police activities. In other words, it is necessary to have police activities conducted more fairly and citizens recognize them in order to induce cooperation from citizens, as the fairer police activities are shown to increase the willingness of citizens to cooperate. Second, it was confirmed that the level of citizen awareness of patrol activities and level of disorder in the community affected cooperation in police activities through the medium of police trust. It can be said that the more positively citizens evaluate police patrol activities, the more police confidence increases and this trust leads to citizens' cooperation in police activities. In addition, as the disorderly environment in the community improves, citizens' trust in the police increases, leading to civic cooperation in police activities. Based on this, the police trust was able to confirm that it had a fully operational effect. Third, if the procedural fairness of police activities increases, citizens trust the police, and this police trust leads to cooperation in police activities. In addition, it was found that procedural fairness had a direct impact on citizens' cooperation in police activities, so it was able to confirm that there was a partial selling effect.

• Journal of Distribution Science
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• v.12 no.12
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• pp.43-54
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• 2014

Purpose - This study examines how perceived benefits and costs of traditional market support affect relationship quality and support for a marketeer. In addition, it investigates whether support for traditional market aid programs leads to support for the government. The author developed a structural model comprising several variables, in which perceived benefits and costs comprising economic, social, and environmental costs were proposed, to affect the relationship quality (satisfaction and trust) of traditional market aid programs and the government. Consequently, marketeers satisfied and trusted by traditional market aid programs and the government would support the traditional market aid program, resulting in higher support for the government. The model proposed that customer satisfaction would improve customer loyalty and business performance. Thus, the relationship quality (satisfaction and trust) of the traditional market aid program and government was proposed as a core mediating variable between perceived benefits and costs and support. Research design, data, and methodology - To analyze the proposed model, this study investigates the scenario with a traditional marketeer. Data were collected from 331 respondents, and analyzed with SPSS/PC 18.0 and AMOS 18.0. To test the unidimensionality and nomological validity of the measures of each construct, we employed a scale refinement procedure. The result of the reliability test with Cronbach's and confirmatory factor analysis warranted unidimensionality of the measures for each construct. In addition, nomological validity of the measures was warranted from the result of correlation analysis. Results - First, perceived benefit affects the relationship quality of traditional market aid programs and government. Second, perceived costs affect the satisfaction of traditional market aid programs and government. Third, the relationship quality of a traditional market aid program affects the support of a traditional market aid program, and the relationship quality of government affects the support of government. Finally, the support of traditional market aid program affects support of government. The results confirm the findings of previous studies that local development positively influences support, based on the social exchange theory. Conclusions - The theoretical and managerial contributions of this study are as follows. First, it is the first such study, and defines mediating variables, analyzing relationship quality (satisfaction and trust) between perceived benefits and costs and support for the traditional market industry. Further, it investigates the structural relationships between them with the AMOS program. Second, while most previous studies investigating the relationship between similar variables and those of the present study analyzed how perceived benefits and costs influenced support, this study identified the transfer relationship between the support for traditional market programs and support for the government. This study confirms that support for traditional market aid program increases support for the government. Therefore, government policy makers for traditional market aid programs should explain to marketeers the benefits and costs of traditional market development in terms of economic, social, and environmental factors. At the end, limitations, further research directions, and implications are suggested.

• The Journal of the Korea Contents Association
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• v.21 no.3
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• pp.490-504
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• 2021

The online market is gradually increasing due to the increase in single-person households, the development of information and communication technologies, the emergence of various new products, and price comparison competition. Companies need differentiation strategies to adapt to changes in the online environment and secure a competitive edge. In this environment, the objective is to consider the importance of consumer perception of websites in order to generate continuous growth and revenue in the online market as well as to differentiate them from competitors using an online service environment that can affect consumers' internal responses. In this study, we present aesthetic, functional, privacy, and interaction factors as components of e-servicescape to study the impact of e-servicescape on website trust, brand attitude, and repurchase intention. In the data analysis, 485 ordinary people with online shopping experience were surveyed. The questionnaire was based on a 7-point Likert scale for each question and statistical analysis was conducted using SPSS 24.0 and AMOS 25.0. The analysis shows that in e-servicescapes aesthetic and privacy factors influence website trust and brand attitudes and consequently affect repurchase intention.

• Asian Journal for Public Opinion Research
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• v.5 no.1
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• pp.1-14
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• 2017

The Fukushima nuclear accident caused by an earthquake and a subsequent tsunami on March 11, 2011 has seriously impacted the environment surrounding the Fukushima Daiichi nuclear power plant. While all the residents near the plant were evacuated from the area deemed uninhabitable after the accident, residents of the neighboring area outside of the evacuation zone still seem to live in fear of invisible radiation. To understand Fukushima residents' thinking about the environmental risks that accompany a nuclear disaster, we utilize a poll of the residents of Fukushima conducted in 2013. Based on the survey data, we reveal factors that seem to strongly affect their knowledge and concerns about nuclear power plants. The results of the multivariate analysis show the importance of the following two factors: (1) confidence in mass media, and (2) trust in institutions in charge of administering the accident, especially the central government, the Nuclear and Industrial Safety Agency, and Tokyo Electric Power Company. We conclude that the more people trust mass media and particular institutions, the more likely it is that they are have an elevated sense of anxiety and fear of the presence of nuclear plants.

• The Journal of the Institute of Internet, Broadcasting and Communication
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• v.20 no.5
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• pp.97-105
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• 2020

As smartphone app use and untact consumption activities become more common, a new consumption environment is starting. The purpose of this study is to measure preference and brand trust as an advertising effect through experience of UI functional factors of shopping brand app and to establish causal structural relationship to satisfaction.Based on theoretical research, the research model was set and the data of 223 people collected in the survey were analyzed using the SPSS 25.0 program.App UI functional factors partially affect advertising effects, and advertising effects have been found to affect satisfaction. This could provide basic research on marketing communications for brand shopping apps.

• Journal of Yeungnam Medical Science
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• v.40 no.2
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• pp.218-222
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• 2023

A holistic approach to diabetes considers patient preferences, emotional health, living conditions, and other contextual factors, in addition to medication selection. Human and social factors influence treatment adherence and clinical outcomes. Social issues, cost of care, out-of-pocket expenses, pill burden (number and frequency), and injectable drugs such as insulin, can affect adherence. Clinicians can ask about these contextual factors when discussing treatment options with patients. Patients' emotional health can also affect diabetes self-care. Social stressors such as family issues may impair self-care behaviors. Diabetes can also lead to emotional stress. Diabetes distress correlates with worse glycemic control and lower overall well-being. Patient-centered communication can build the foundation of a trusting relationship with the clinician. Respect for patient preferences and fears can build trust. Relevant communication skills include asking open-ended questions, expressing empathy, active listening, and exploring the patient's perspective. Glycemic goals must be personalized based on frailty, the risk of hypoglycemia, and healthy life expectancy. Lifestyle counseling requires a nonjudgmental approach and tactfulness. The art of diabetes care rests on clinicians perceiving a patient's emotional state. Tailoring the level of advice and diabetes targets based on a patient's personal and contextual factors requires mindfulness by clinicians.