• International Journal of Quality Innovation
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• 제8권1호
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• pp.76-86
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• 2007

This paper reports on a study investigating key attributes of service recovery strategies in internet shopping mall. In theses day, service recovery has received important attention in the service operation management literature. Service recovery involves those actions designed to resolve problems, alter negative attitudes of dissatisfied consumers and to ultimately retain these customers. The study examined that service recovery strategies (apology, compensation) impact on the customer satisfaction. And customer satisfaction impacts on customer loyalty with SEM (Structural Equation Modeling). This study can be used a strategic implication for internet shopping mall managers to develop successful service recovery strategies.

• Asia Marketing Journal
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• 제9권3호
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• pp.75-115
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• 2007

본 연구는 고객이 서비스 실패와 복구를 경험하는 과정에서 서비스 제공자의 서비스 복구노력과 서비스 실패 이전의 고객-종업원의 친밀감이 만족, 재구매의도, 긍정 구전에 미치는 영향을 고찰하였다. 첫째, 본 연구는 서비스 실패와 복구 후 소비자의 반응에 대한 서비스 제공자의 복구노력과 친밀감의 상호작용효과를 검증하였다. 실험결과 서비스 실패 이전 고객과 종업원의 친밀도가 높은 집단에서는 친밀도가 낮은 집단에 비하여 서비스 실패후의 복구노력이 낮아도 만족, 재구매의도, 긍정적 구전정도가 크게 감소하였다. 둘째, 본 연구는 서비스실패 후 적절한 복구노력을 경험한 고객의 만족이 서비스 실패를 겪기 전보다 높아질 수 있다는 서비스 리커버리 패러독스를 검증하였다. 실험결과 서비스 리커버리 패러독스는 서비스 복구노력수준과 고객-종업원의 친밀도에 관계없이 모든 집단에서 지지되지 않았다. 두 가설의 결과를 종합하여 보면 고객과 종업원의 긍정적인 친밀감은 서비스 실패로 인한 부정적인 영향을 서비스 실패가 없었던 상황으로 되돌릴 수는 없지만, 실패로 인한 부정적인 영향을 감소시켜주는 완충작용을 하는 것으로 나타났다.

• 한국식품조리과학회지
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• 제29권5호
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• pp.605-616
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• 2013

A multistage approach for service recovery enables restaurant managers to do the most effective recovery strategies to reduce customer dissatisfaction and lead to positive behavioral intentions. The purpose of this study was to identify the most effective service recovery strategies in terms of service stage and examine the relationship between service strategies and behavioral intentions. A total of 227 diners examined the customer perceptions to recovery strategies (tangible strategy and intangible strategy) following service failures in each of the four stages:1) reservation and parking, 2) seating and ordering, 3) meal consumption, and 4) payment and exit. The one-way ANOVA showed that intangible strategies were relatively more effective than tangible strategies regardless of service stages. Free meal or free dessert were most effective in service stage 1 and stage 2 whereas correct the failure and reperformance of service found to be the most effective service recovery strategy. Regarding the association between service recovery strategies and behavioral intentions, multiple regression analysis showed that intangible strategies influenced diners' likelihood of positive behavioral intentions whereas tangible strategies lead to diners' willingness to positive behavioral intentions only in service stage 1. The findings enable restaurant practitioners to improve service recovery activities from a service stage perspective.

• 한국전문물리치료학회지
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• 제30권1호
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• pp.78-85
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• 2023

Background: Despite fall prevention strategies suggested by researchers, falls are still a major health concern in older adults. Understanding factors that differentiate successful versus unsuccessful balance recovery may help improve the prevention strategies. Objects: The purpose of this review was to identify biomechanical factors that differentiate successful versus unsuccessful balance recovery in the event of a fall. Methods: The literature was searched through Google Scholar and PubMed. The following keywords were used: 'falls,' 'protective response,' 'protective strategy,' 'automated postural response,' 'slips,' 'trips,' 'stepping strategy,' 'muscle activity,' 'balance recovery,' 'successful balance recovery,' and 'failed balance recovery.' Results: A total of 64 articles were found and reviewed. Most of studies included in this review suggested that kinematics during a fall was important to recover balance successfully. To be successful, appropriate movements were required, which governed by several things depending on the direction and characteristics of the fall. Studies also suggested that lower limb muscle activity and joint moments were important for successful balance recovery. Other factors associated with successful balance recovery included fall direction, age, appropriate protective strategy, overall health, comorbidity, gait speed, sex and anticipation of the fall. Conclusion: This review discusses biomechanical factors related to successful versus unsuccessful balance recovery to help understand falls. Our review should help guide future research, or improve prevention strategies in the area of fall and injuries in older adults.

• 한국의류산업학회지
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• 제24권6호
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• pp.812-824
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• 2022

This study proposes to develop a 3D printed re-entrant(RE) strip by shape memory thermoplastic polyurethane that can be deformed and recovered by thermal stimulation. The most suitable 3D printing infill density condition and temperature condition during shape recovery for mechanical behavior were confirmed. As the poisson's ratio indicated, the higher the recovery temperature, the closer the poisson's ratio to zero and the better the auxetic properties. After recovery testing for five minutes, it appeared that the shape recovery ratio was the highest at 70℃. The temperature range when the shape recovery ratio appeared to be more than 90% was a recovery temperature of more than 50℃ and 60℃ when deformed under a constant load of 100 gf and 300 gf, respectively. This indicated that further deformation occurred after maximum recovery when recovered at a temperature of 80℃, which is above the glass transition temperature range. As for REstrip by infill density, a shape recovery properties of 100% was superior than 50%. Additionally, as the re-entrant structure exhibited a shape recovery ratio of more than 90%, and exhibited auxetic properties. It was confirmed that the infill density condition of 100% and the temperature condition of 70℃ are suitable for REstrips for applying the actuator.

• 한국응용과학기술학회지
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• 제37권6호
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• pp.1646-1658
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• 2020

이 연구의 목적은 운동 후 수중회복방법의 차이가 성장호르몬, 테스토스테론, 혈중젖산농도, 심부담도, 통증의 변화를 알아보는 것이다. 저항운동 경력 6개월 이상인 남자 7명을 대상으로 집중 웨이트 트레이닝과 서킷 웨이트트레이닝을 1RM의 60%강도로 실시한 다음 회복방법으로 수중걷기회복과 수중앉기 회복을 진행하였다. 성장호르몬은 모든 운동형태와 회복방법에서 운동 후, 회복 후, 안정 시 순으로 높게 나타났으며, 테스토스테론은 운동 후, 회복 후, 안정 시 순으로 높았다. 혈중젖산농도는 모든 운동형태와 회복방법에서 운동 후, 회복 후, 안정 시 순으로 높았으며 집중저항운동 후 동적회복이 정적회복보다 낮았다. 심부담도는 모든 운동형태와 회복방법에서 운동 후, 회복 후, 안정 시 순으로 높았다. 근통증은 모든 운동형태와 회복방법에서 운동직후, 회복 후, 24시간, 48시간, 72시간 순으로 감소하였다. 물속 환경에서도 동적회복이 정적회복보다 근피로 개선에 효과가 있는 것으로 사료된다.

• 한국전문물리치료학회지
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• 제2권2호
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• pp.98-107
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• 1995

Physical therapists use assumptions about motor control in every aspect of their work in treating stroke patients. An understanding of the recovery process after stroke, some neural mechanism of recovery and therapeutic model is critical factor for physical therapist to evaluate and obtain a higher final stage of recovery. The purpose of this article was to review the recovery process after stroke, some neural mechanism of recovery, the role of rehabilitation in the process of recovery, therapeutic model and its limitation. This article will help understanding of recovery process. evaluation, and treatment of the stroke patients. Each therapeutic method consists of a different set of assumptions and they are not completely independent of one another. Therefore specializing in any techniques of physical therapy will not be enough to treat stroke, so we are in need of integrated approach and objective measurement instrument to adequately evaluate and treat stroke patients.

• 성인간호학회지
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• 제20권4호
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• pp.600-612
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• 2008

Purpose: This study was conducted to compare the recovery state of 6 month between s-ICH and s-SAH patients. The patients' recovery state was measured with 2 dimensions: functional and cognitive. Methods: Non-experimental prospective design was adopted by including 108 hemorrhagic stroke patients(s-ICH: 52 vs s-SAH: 56) admitted to Intensive Care Unit of one university hospital. Results: The study results showed that overall functional recovery state of s-SAH patients was better than that of s-ICH patients, and s-SAH patients also showed better recovery states in all of the sub-dimensions of functional recovery, such as feeding, grooming, and toileting, than those of s-ICH in 6 month. On the contrary, the study results showed that overall cognitive recovery states of 6 month between two groups were not significantly different. However, according to the results comparing the sub-dimensions of cognitive recovery, s-SAH patients' recovery states on attention, communication and memory were significantly better than those of s-ICH patients, while recovery states on problem solving, safety behavior, and social behavior between 2 groups were not significantly different. Conclusion: From the study results, it was noted that s-SAH patients showed better recovery states in cognitive dimension as well as in functional dimension compared with s-ICH patients.

• 해양환경안전학회:학술대회논문집
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• 해양환경안전학회 2005년도 추계학술대회지
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• pp.165-170
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• 2005

본 연구는 탱크로리용 디스크식 유회수기 개발을 위한 기초 연구로 기존 유회수기 디스크와 기름의 흡착이 가능하다고 판단되는 몇 가지 재료의 디스크에 대한 유회수 차이를 실험을 통해 비교한 것이다. 실험 결과를 요약하면 다음과 같다. 모든 디스크에서 경유보다는 벙커 A유의 회수량이 높았으며, 경유에서는 디스크 소재별 유회수량이 모든 디스크에서 거의 차이가 없는 반면, 벙커 A유에서는 디스크 소재에 따라 회수 성능이 큰 차이를 보였다. 또한, 디스크 구동 시간대별 회수량은 경유의 경우, 모든 디스크 소재에서 초기 시간대부터 단위 구동 시간당 기름의 회수량 차이가 거의 없는 것으로 나타난 반면, 벙커 A유는 모든 소재에서 구동 초기시간에서 회수량이 직선적으로 증가하고 시간이 경과할수록 증가량이 완만한 경향을 보여 단위 구동 시간당 기름의 회수량이 시간에 따라 차이를 보이는 것으로 나타나 유류의 점도가 디스크 회수 성능에 영향을 미치는 것을 알 수 있었다. 또한, 벙커 A유를 대상으로 전체 회수량에서 순수 유회수량과 함수량을 비교했을 때 창문용 알미늄 소재의 디스크는 다른 재질의 디스크에 비해 기름의 회수량은 차이가 없으면서 상대적으로 물의 회수량은 매우 적게 나타나는 것으로 조사되어 함수량을 고려한 유회수 효율을 고려했을 때 가장 이상적인 결과를 보여주고 있어, 본 연구에서 목적하는 탱크로리 유회수기 디스크 소재로서 가장 유리하다는 것을 알 수 있었다.

• 대한조현병학회지
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• 제24권1호
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• pp.17-25
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• 2021

Objectives: To examine the opinions regarding recovery and assess their will to recover in outpatients with schizophrenia. Methods: Total 98 stable outpatients with schizophrenia were enrolled. To investigate the outpatients' opinions regarding recovery, we asked the subjects to write down the ways they could think they had recovered from their current disease. We classified their answers and chose final 39 statements. Using this questionnaire, they were asked to what extent they agreed with each statement. Moreover, the Recovery Assessment Scale (RAS) was used to measure the subjects' will to recover. Results: Many of the 39 subjects who were surveyed about their opinions on recovery agreed on 11 statements about taking medicine, social life, daily life, social functioning, positivity about life (happiness, hope, confidence, and tranquility), symptoms, occupation, and self-control. The RAS score showed a significant correlation with age (r=-0.26, p<0.01), age at onset (r=0.26, p<0.01), duration of illness (r=-0.52, p<0.01), and number of hospitalization (r=-0.46, p<0.01). Conclusion: This study shows that positivity about life is an important part of the patients' subjective recovery criteria in schizophrenia. Therefore, if clinicians pay more attention to this part of subjective recovery, it would strengthen the patients' will for recovery.