• Journal of the Korean Society for Aviation and Aeronautics
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• v.24 no.1
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• pp.62-70
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• 2016

Perception of outsource workers among Incheon Int'l airport employees was reviewed about the service performances of winning the ASQ awards in 11 consecutive years. 85% of Incheon airport operating authority(Incheon International Airport Corp.) and its outsource companies employees was composed of outsource workers. Thus, their thoughts might represent the overall perception of airport operating authority employees. The perception on the service performances of winning the ASQ awards was analyzed by researchers using attribution theory model. It is useful to apply attribution modeling in order to analyze the causal relationships among variables. Attribution is the process by which individuals explain the causes of behavior and events. Attribution theory is the study of models to explain those processes. According to empirical analysis, it was found outsource workers attributed the excellent service performance of Incheon airport to such an internal factor as service competence. However it was also implied they attributed to such external factors as the positive relationship and institutional support from airport and government authorities.

• The Journal of Information Systems
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• v.27 no.4
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• pp.167-187
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• 2018

Purpose The purpose of this study is to confirm the factors for explaining the consumer behavior when occur patent litigation and technology infringement of each conditions which are brand reputation gap, technology importance and technology leakage attribution based on the Attribution Theory. Design/methodology/approach This study made a design of the research model by 2x2x2 factorial design deducted and performed 3-way ANOVA then analyzed 2-way AVOVA with brand reputation gap as center from technology importance and technology leakage attribution on the basis of the Attribution Theory. Findings According to the empirical analysis result, this study confirmed that consumer attitude has no difference regardless of technology leakage attribution when top-dog vs. under-dog situation and top-dog vs. top-dog situation. Also, this study confirmed that when under-dog infringe important technology, consumer show more positive attitude than the other. On the other hand, top-dog infringe important technology, consumer show more negative attitude than the other.

• The Journal of Information Systems
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• v.31 no.3
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• pp.109-129
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• 2022

Purpose The purpose of this study is to examine whether customers' shadow work and risk perception have an impact on revisit intention to the fast-food restaurant, with mediating role of different types of attribution tendencies. We also added perceived unfairness in the research model, in order to verify its mediating effect on the relationship between attribution tendencies and revisit intention. Design/methodology/approach Applying the shadow work perspective and attribution theory, we designed a research model to confirm the hypotheses. After collecting the data from 331 customers who have used self-service technology in a fast-food restaurant, we conducted an analysis of measurement model and structural model by using Smart-PLS 3.0. Findings This study confirmed that Forced Use of self-service technology can enhance the tendency of dispositional attribution which would negatively affect perceived unfairness and revisit intention. On the other hand, affective risk perception was proven to affect situational attribution, which positively affects revisit intention.

• Journal of Korean Philosophical Society
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• no.120
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• pp.89-119
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• 2018

Among the controversial issues of Habermas/Luhmann-debate, the more important issue today is the achievement of the two scholars after the debate rather than confirming the old antagonistic framework of critical theory versus systems theory. 'Communicative action' and 'discourse' are such issues. Starting from these issues, Habermas established a theory of communicative action, and Luhmann regarded elements of social systems as communications and considered actions as elements of system's self-observation. In particular, Luhmann's work, which regards communication as a primary concept and action as a result of attribution to the actor, was a very productive conversion of sociological tradition. Nevertheless, this conversion lacks a solution of intensified attribution conflicts. I think it is necessary to pay attention to the '$Verst{\ddot{a}}ndigung$' in Habermas' concept of communicative action in order to solve the problem of infinitely repeated attribution conflicts.

• Journal of the Korean Society of Clothing and Textiles
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• v.30 no.6 s.154
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• pp.961-970
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• 2006

This study attempted to understand post-purchase consumer return experiences which had not received much attention in consumer behavior research. As a first step to understand return experiences from consumers' viewpoint, the study took an exploratory approach and identified themes and patterns from subjective consumer experiences. Whenever possible, attribution theory was applied to interpret the identified patterns. A total of 99 cases were collected from an open-ended questionnaire and analyzed based on a qualitative method. The reasons of product return was classified into five groups: changing mind; product defects; unsuitable products; products not expected; and for a better deal. External attribution was observed for return decisions caused by consumers' changed mind as well as by product defects. Dissatisfaction with defected products seemed to be intensified or reduced by service failure or success in the post-purchase service encounter. Consumer expectation and situations seemed to affect this process. Overall, the study supported attribution theory in the post-purchase return experience, and insights for research questions were proposed.

• Journal of Global Scholars of Marketing Science
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• v.16 no.3
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• pp.1-16
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• 2006

Many financial service organizations use various types of penalties (e.g., late payment fee, overdraft fee), often inflicting customer complaints and, in extreme cases, attrition. This study examines how customers evaluate penalties using concepts from attribution theory and literatures of social justice and customer satisfaction/dissatisfaction. The study hypothesizes that both cognitive (i.e., attribution, perceived fairness, disconfirmation) and affective (i.e., emotion) responses influence customer's penalty judgment and tests the effect of moderation between attribution and perceived fairness on penalty judgment. The study uses a cross sectional survey design and collects data using the critical incident technique. The results show that attributions have significant moderating effects on the relationship between perceived fairness and dissatisfaction with the penalty and that perceived fairness, emotion, and attribution have a significant influence on penalty evaluation. The study provides discussion of the findings and managerial implications.

• Korean Journal of Social Welfare
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• v.69 no.3
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• pp.241-265
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• 2017

This study was conducted to propose anti-stigma strategies by verifying the social stigma on behavioral addiction under the premise that social stigma is a main obstacle to the treatment of addiction. A research model was constructed by applying the attribution affection theory and the modified attribution affection theory, which are very useful for explaining emotional and behavioral responses to the persons with mental illness. In other words, when attributing the causes of behavioral addiction to the personally controllable things such as personality, will and lifestyle, social distance can be increased by the mediate of anger. However, when attributing the causes of behavioral addiction to biological factors that can not be controlled by an individual, there can exist two pathway, one is the arising of helping behaviors by the mediate of sympathy (the attribution affection theory), and the other is the aggravation in the social distance due to rising fear (the modified attribution affection theory). In order to verify the research model, 383 adult subjects mainly in South Gyeongsang Province were randomly presented with the vignettes of gambling addiction and internet game addiction, and asked about the causes of the problems and their emotional, prejudicial, and behavioral responses to them. As a result, all pathway had statistically significant predictive effect. Therefore, in the case of attributing to personal causes, social distance increased by the mediate of anger. In the case of attributing to biological causes, both pathway had significant predictive effect, but the indirect effect of the pathway predictive of the helping behavior by the mediate of sympathy was greater. Researchers suggested that anti-stigma strategies, which emphasize that behavioral addiction is a mental health problem requiring treatment, are necessary.

• Management & Information Systems Review
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• v.36 no.2
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• pp.223-237
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• 2017

This study focus on the effect of switching barrier on negative performance. To suggest the negative effect of switching barrier, we reviewed the researches on service-failure and attribution theory. The model which we present in the research study includes the antecedents and consequences of negative emotions(regret, resentment) that caused by switching barriers. The former factors consist of internal attribution and external attribution. The latter factors consist of acceptance, complain, negative word-of-mouth. Survey research is employed to test these hypotheses. Previous researches, such as service marketing, psychology, have been referenced to measure constructs. We collected data involving various service area, and used 189 respondents to analyze these data with LISREL structural modeling. The hypothesized relationships were statistically significant. Internal attribution had positive effect on regret and external attribution had positive effects on resentment. And then regret had significant effects on acceptance and complain behaviour. Also resentment strongly effects on complain behaviour and negative word-of-mouth. We concluded with managerial implications, including the potential to deeper understanding switching barrier.

• Journal of Korean Library and Information Science Society
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• v.42 no.3
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• pp.251-270
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• 2011

The purpose of this study was to make a general overview of SST-Based(Self-Service Technology Based) services and understand SST-Based service failure by users and service recovery strategy based on attribution theory. To achieve these purposes, the study reviewed literature related to the unique characteristics of SST-Based service and user studies of SST-Based service. As a result, it was found that there are no significant differences between general SST-Based service and library SST-Based service. In addition, this study suggested appropriate service recovery strategies of service failure by users through the understanding of attribution theory. The finding was that the most important SST-Based service recovery strategy is to improve technical service quality of the services.

• Proceedings of the Korea Society of Design Studies Conference
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• 2001.10a
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• pp.36.1-36
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• 2001