• Journal of Service Research and Studies
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• v.9 no.4
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• pp.97-114
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• 2019

The relationship quality and recovery of service failures perceived by consumers play an essential role in affecting the service provider's image and sales in terms of the highly involved service industry. In particular, implementation of successful relationship marketing strategies and effective recovery of service failures provide greater satisfaction for customers expecting customized services and reinforce the relationships between the companies and consumers. Based on these previous studies, this research conducted to find out the causal relationship between the variables influencing service recovery expectations and word of mouth(WOM) by approaching the severity of service failures from the perspective of relationship marketing and attribution theory. For the empirical analysis of this research, we conducted a questionnaire surveys of 360 service users of beauty salons, who have experienced in high-involvement services, and utilized 333 questionnaires for the final analysis. The hypothesis was experimented using the Structural Equation Model(SEM), and the results are as follows. First, we identified that the higher the customer perceived the severity of the service failure, the lower the quality of the relationship. Second, we verified that service users observed service failure as a temporary and uncontrollable factor as they distinguished service quality as higher. Third, the hypothesis that customers recognize service failures as a temporary one has a positive impact on service recovery expectation level is determined through empirical analysis. Forth, it was figured out that the higher the perceived quality of the relationship with the service provider, the higher the service recovery level expected by the consumers. At the same time, the hypothesis that optimism for service recovery expectation affects positive word of mouth has been verified. The results of this study help develop the customer-oriented business model of the service companies. Furthermore, the academic significance in that it suggested a new direction for the research of high-involvement service marketing.

• Asia Marketing Journal
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• v.12 no.2
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• pp.83-110
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• 2010

Dissatisfied customers may express their dissatisfaction behaviorally. These behavioral responses may impact the firms' profitability. How do we model the impact of self regulatory orientation on emotions and subsequent customer behaviors? Obviously, the positive and negative emotions experienced in these situations will influence the overall degree of satisfaction or dissatisfaction with the service(Zeelenberg and Pieters 1999). Most likely, these specific emotions will also partly determine the subsequent behavior in relation to the service and service provider, such as the likelihood of complaining, the degree to which customers will switch or repurchase, and the extent of word of mouth communication they will engage in(Zeelenberg and Pieters 2004). This study investigates the antecedents, consequences of negative consumption emotion and the moderate effect of attribution processing in an integrated model(self regulatory mode → specific emotions → behavioral responses). We focused on the fact that regret and disappointment have effects on consumer behavior. Especially, There are essentially two approaches in this research: the valence based approach and the specific emotions approach. The authors indicate theoretically and show empirically that it matters to distinguish these approaches in services research. and The present studies examined the influence of two regulatory mode concerns(Locomotion orientation and Assessment orientation) with making comparisons on experiencing post decisional regret and disappointment(Pierro, Kruglanski, and Higgins 2006; Pierro et al. 2008). When contemplating a decision with a negative outcome, it was predicted that high (vs low) locomotion would induce more disappointment than regret, whereas high (vs low) assessment would induce more regret than disappointment. The validity of the measurement scales was also confirmed by evaluations provided by the participating respondents and an independent advisory panel; samples provided recommendations throughout the primary, exploratory phases of the study. The resulting goodness of fit statistics were RMR or RMSEA of 0.05, GFI and AGFI greater than 0.9, and a chi-square with a 175.11. The indicators of the each constructs were very good measures of variables and had high convergent validity as evidenced by the reliability with a more than 0.9. Some items were deleted leaving those that reflected the cognitive dimension of importance rather than the dimension. The indicators were very good measures and had convergent validity as evidenced by the reliability of 0.9. These results for all constructs indicate the measurement fits the sample data well and is adequate for use. The scale for each factor was set by fixing the factor loading to one of its indicator variables and then applying the maximum likelihood estimation method. The results of the analysis showed that directions of the effects in the model are ultimately supported by the theory underpinning the causal linkages of the model. This research proposed 6 hypotheses on 6 latent variables and tested through structural equation modeling. 6 alternative measurements were compared through statistical significance test of the paths of research model and the overall fitting level of structural equation model and the result was successful. Also, Locomotion orientation more positively influences disappointment when internal attribution is high than low and Assessment orientation more positively influences regret when external attribution is high than low. In sum, The results of our studies suggest that assessment and locomotion concerns, both as chronic individual predispositions and as situationally induced states, influence the amount of people's experienced regret and disappointment. These findings contribute to our understanding of regulatory mode, regret, and disappointment. In previous studies of regulatory mode, relatively little attention has been paid to the post actional evaluative phase of self regulation. The present findings indicate that assessment concerns and locomotion concerns are clearly distinct in this phase, with individuals higher in assessment delving more into possible alternatives to past actions and individuals higher in locomotion engaging less in such reflective thought. What this suggests is that, separate from decreasing the amount of counterfactual thinking per se, individuals with locomotion concerns want to move on, to get on with it. Regret is about the past and not the future. Thus, individuals with locomotion concerns are less likely to experience regret. The results supported our predictions. We discuss the implications of these findings for the nature of regret and disappointment from the perspective of their relation to regulatory mode. Also, self regulatory mode and the specific emotions(disappointment and regret) were assessed and their influence on customers' behavioral responses(inaction, word of mouth) was examined, using a sample of 275 customers. It was found that emotions have a direct impact on behavior over and above the effects of negative emotions and customer behavior. Hence, We argue against incorporating emotions such as regret and disappointment into a specific response measure and in favor of a specific emotions approach on self regulation. Implications for services marketing practice and theory are discussed.

• Proceedings of the KIEE Conference
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• 1995.07a
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• pp.382-384
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• 1995

The advancement of power semiconductor devices has given great attribution to the performance and reliability or power conversion systems. But contemporary power devices have room for improvement. So much interest and endeavor are being applied to develop an improved power devices. The MOS-Controlled Thyristor(MCT)is a recently developed power device which combines four layers thyristor structure and MOS-gate. Owing to advantages compared to other devices in many respects, the MCT attracts much notice recently. Nowadays, in designing and manufacturing power conversion systems, the importance of circuit simulation for reducing cost and time is incensed. And to excute the simulation that resemble the real system as much as possible, to develop a model of power device that provides properly static and dynamic characteristics is important. So, this paper presents a PSPICE model of the MCT considering dynamic characteristics.

• Proceedings of the Korean Society of Agricultural Engineers Conference
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• 2002.10a
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• pp.381-384
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• 2002

The purpose of this study is to construct an Environment Database Management System (EDMS) for the Saemangeum watershed based on the linkage of Water Quality Model, i.e. QUALKO and WASP model, and GIS database to estimate water quality effectively in this area. There are two major river systems on this study area, the Mangyeong and the Dongjin rivers. Input data are automatically generated through the calculation of the pollutant loading and inflow concentration from the point and non-point sources. The developed system is composed of three different phases, such as pre-process, model performance and post-process. The Model performance is supported by the database at pre-process phase and model performance results were shown in the graphs and attribution data at post-process phase. The measured data from the Mangyeong and the Dongjin rivers are used to evaluate the applicability of EDMS. The EDMS shows higher reliability, and it is expected to contribute to the effective management and improvement of water quality modeling in the Saemangeum watershed since the system reduces complications of using a model in DOS operating environment and increases the accuracy of water quality analysis.

• Proceedings of the Korean System Dynamics Society
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• 2002.11a
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• pp.59-100
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• 2002

This study examines the effect that the prepaid trust has in saving the troubled business through the development of a formal system dynamics model. Building on existing case studies of corporate turnaround. we develop a mathematical model on the relationship between the prepaid trust and turnaround. With it. we build a system dynamics model in order to show how the prepaid trust can shift an organizational system from fragile condition of a firm to resilient condition of a firm. The model, which is oriented by attribution theory and problem-sharing by crisis communication. is developed in the aspect of the process from 'clouds' to 'evaporating clouds' This study offers a new characterization of the conditions under which organizations may be recovered the performance by prepaid trust through simulations of the model, and provides both theoretical insights into the corporate turnaround and practical suggestions for those charged with corporate turnaround.

• Proceedings of the Korean DIstribution Association Conference
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• 2006.02a
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• pp.187-227
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• 2006

To attain competitiveness in the severe competition of retailing, retailing firm like Aekyung department store composites multiplex entertainment shopping mall with other firms as key tenants like LG supermarket, Books Libro, and CGV. But in multiplex entertainment shopping mall customers who have experienced a service failure in key tenant's shops usually ask a compensation of service failure to the lessor like department store. Even though customers of multiplex entertainment shopping mall know that key tenants use different service strategy, personnel management system and operation system and so on, they do not rare of it. Why they do that? How can we explain this situation? This study explains customer's complaining behaviors in multiplex entertainment shopping mall using attribution theory and justice theory. The study presents a comprehensive model about the effects of the perceived attribution and fairness on customer satisfaction and suggests practical implications for retailing firms composing multiplex entertainment shopping mall.

• Asian Pacific Journal of Cancer Prevention
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• v.14 no.5
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• pp.3293-3298
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• 2013

Background: The study investigated the influence of culturally-based health beliefs on engagement in healthy lifestyle behaviour. Specifically, the study compared levels of engagement between Western and Chinese youth in Australia and assessed the extent to which culture-specific attributions about the causes of illness, and health beliefs, predict engagement in healthy lifestyle behaviour. Materials and Methods: Ninety-four Western and 95 Chinese (N=189; Mean Age=20.8 years, SD=3 years) young adults completed an online questionnaire. Predictor variables were cultural health beliefs measured by the Chinese Cultural Views on Health and Illness scale (CCVH, Liang et al., 2008), and illness attributions beliefs measured by the Cause of Illness Questionnaire (CIQ, Armstrong and Swartzman, 1999). Outcomes variables were levels of engagement in healthy lifestyle behaviour. Results: Results indicated that Chinese participants have a significantly lower exercising rate and healthy dietary habits compared to the Western sample. Moreover, Chinese participants were found to believe more strongly than Westerners that cancer was associated with factors measured by the Traditional-Chinese-Model (TCM). Finally, the observed relationship between cultural health beliefs and physical inactivity was mediated by attributions of illness, in particular to the supernatural subscale, with the Sobel Test showing a significant mediation (z=-2.63, p=0.004). Conclusions: Mainstream approaches to encourage healthy lifestyles are unlikely to be effective when educating Chinese youth. Instead, health promotion programs should attempt to address the illness attribution beliefs and educate Chinese youth about the role of diet and exercise in prevention of diseases such as cancer.

• The Journal of the Korea Contents Association
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• v.21 no.9
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• pp.164-175
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• 2021

The purpose of this study is to develop the 'Kkondae Scale' and verify its validity. For this purpose, three constructive concepts (attribution error, cognitive rigidity, and one-way communication) were derived through expert interviews, prior research and literature analysis, and 15 preliminary questions were selected. In addition, a preliminary scale was developed by modifying or adding items to conform to each constructive concept through expert content validity evaluation. Next, as a result of the exploratory factor analysis of about 250 adults, a three-factor structure model was derived. As a result of the confirmatory factor analysis on the preliminary scale for about 401 adults, it was confirmed that the fit of the three-factor structure was good. As a result of convergence and discriminatory validity analysis, it was confirmed that the developed scale was a valid tool to measure Kkondae by showing appropriate correlations with listening attitude, empathy, acceptance of others, and intellectual humility. Finally, based on the results of this study, the significance, limitations, and future research direction of the study were discussed.

• Journal of Korea Society of Digital Industry and Information Management
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• v.4 no.3
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• pp.55-67
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• 2008

The user has to subscribe to the library so that user use the library service. User has to register at that in order to use of the nearby another library. Moreover, service such as the inter-library loan and returning my loan book to other library in which the mutual cooperation between the library is needed necessity. But it services due to the constraint condition because of the administrative or technical problems. In this paper excludes the administrative element. The web service model is forming the cluster based on the mutual cooperation between the technologically adjacent public library and provides the technologically necessary single sign-on (SSO) in order to support the additional service. The single sign-on of the library which is concluded by this model using the security information exchange standard (Security Assertion Markup Language : SAML), it is processed by XML base. In using this model, the loan information is confirmed in the attribution in return service library and the model can utilize for the return of loan book in other library. It designs the single sign-on about it.

• Proceedings of the Korean Society of Broadcast Engineers Conference
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• 2022.06a
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• pp.1311-1314
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• 2022

DNN을 사용하여 객체 인식 과정에서 객체를 잘 분류하기 위해서는 시각적 설명성이 요구된다. 시각적 설명성은 object class에 대한 예측을 pixel-wise attribution으로 표현해 예측 근거를 해석하기 위해 제안되었다, Scale-invariant한 특징을 제공하도록 설계된 pyramidal features 기반 backbone 구조는 object detection 및 classification 등에서 널리 쓰이고 있으며, 이러한 특징을 갖는 feature pyramid를 trainable attention mechanism에 적용하고자 할 때 계산량 및 메모리의 복잡도가 증가하는 문제가 있다. 본 논문에서는 일반적인 FPN에서 객체 인식 성능과 설명성을 높이기 위한 피라미드-주의집중 계층네트워크 (FPN-Attention Layered Network) 방식을 제안하고, 실험적으로 그 특성을 평가하고자 한다. 기존의 FPN만을 사용하였을 때 객체 인식 과정에서 설명성을 향상시키는 방식이 객체 인식에 미치는 정도를 정량적으로 평가하였다. 제안된 모델의 적용을 통해 낮은 computing 오버헤드 수준에서 multi-level feature를 고려한 시각적 설명성을 개선시켜, 결괴적으로 객체 인식 성능을 향상 시킬 수 있음을 실험적으로 확인할 수 있었다.