• Journal of Distribution Science
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• v.15 no.6
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• pp.65-76
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• 2017

Purpose - The quality of customer service has been importantly considered as a way of retaining current customers. Recent development of service industry which based on Information & Communication Technology allows firms to utilize different employees for their businesses. Although it is regarded as important to consider emotional labor of employees working for customers in ICT service industry, little was known the role of emotional dissonance. Thus, current paper focused on emotional labor and tried to identify the factors which influence on employees' intrinsic motivation for married women working in call centers. This study highlighted the influence of the emotional dissonance on the employees' intrinsic motivation, and the moderating influences of work-family conflict on the relationship between emotional dissonance and intrinsic motivation. Research design, data, and methodology - The research samples were gathered from seven call centers of Korean financial institutions located in South Korea. The model of emotional dissonance was developed, which emphasizes the influence of emotional dissonance as a predictor on intrinsic motivation, and then the other model was also introduced to explain how employees' intrinsic motivation were aggravated by work-family conflict. To examine these research models, samples were collected from 468 married women working in call centers of Korean financial institutions located in Seoul. A total of 468 samples were used in the analysis after deleting data of missing value. SPSS 22.0 were utilized for data analysis. Results - The results of current study showed that emotional dissonance is negatively related to intrinsic motivation, and there are significant differences in work-family conflict. Those results generally support the proposed hypotheses. Conclusions - These results suggest that the relationship of intrinsic motivation of married women working in call center for customers' service were influenced by emotional dissonance, which outcomes were interacted not by face-to-face contact with their customers, but by emotional contacts. Managerially, these findings suggest the one who emphasize the quality of customer's service of call center need to introduce the programs for minimizing both of emotional dissonance and work-family conflict. These findings also suggest that the service quality via intrinsic motivation of married women working in call center is hard to be accomplished without considering the factors of emotional dissonance and work-family conflict.

• Journal of Korean Society of Rural Planning
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• v.24 no.3
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• pp.1-12
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• 2018

This study aims to offer base line data for efficient conflicts control measures by first, analyzing the current situation of the regional comprehensive development project and second, identifying level, type and cause of the conflicts appeared during the development business promotion. For this purpose, theoretical side of this study establishes a basic frame by reviewing the existing researches in order to analyze the characteristics of the conflicts between the participation subjects in the development business, and the empirical side conducts survey and analysis on the awareness on these conflicts. As a result of the analysis, the survey revealed the followings. First, the respondents were aware of the overall promotions of the business quite positively, second, the conflicts were considered as a major obstacle against the development project promotion just as the other negative factors, third, majority of the responses on the seriousness of the conflicts were neutral which meant that the conflicts could be deepened by situations, fourth, most respondents had positive recognition on the needs of conflict control training and its effectiveness, and last but not least, most respondents of the survey revealed their intentions to take parts in trouble shooting from the conflicts. Based on the results above, we were able to extract several elements to consider preparing the countermeasures for the conflicts. First, specific plan should be arranged and institutionalized in order to control the conflicts between the residents at the initial stage of the development business or even before. Second, the specific plan must lower its threshold for easy participation of the residents in that region and make the residents main body of the conflict control. Third, enhanced conflict control education must be provided to the residents of the region where comprehensive development plan is in progress or being prepared.

• Korean journal of communication and information
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• v.41
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• pp.337-382
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• 2008

This study examined the case of women's conflict experience in small and medium size enterprises. Although the number of women working in business organizations is rapidly growing in Korea, discourse about them is still scarce. Some discourse about them focuses only on the productivity and inequality aspects within the organizations. Therefore, we need to examine their organizational lives through a more dynamic and performance based perspective. Especially, because conflicts experience by women within business organizations involve a variety of organizational interactions, they reveal the vivid reality with which working women face today. The existing conflict research studies focused on communication or interpersonal relationship are limited by the fact that they have primarily dealt with the variables such as conflict management styles. However, conflict research needs a more specific and wholistic interpretation because conflicts usually depend on their contexts and interaction dynamics. Therefore, the phenomenological methodology was employed as a more appropriate method for the current conflict study. Results shows that the two themes were identified regarding the conflict content. The first and second themes were the unfair situations and the hierarchical rank respectively. The three themes were identified regarding the attitudes about conflicts. They were the passive stance toward conflicts, the recognition of the gender difference, and the acknowledgement of the importance of the relational aspect respectively. Finally, three more themes were identified regarding the conflict management styles. The first, second and third themes were the passive responding, the aggressive responding and the positive conflict management respectively. In addition, the implications of the results and the suggestions for future studies were made.

• Journal of the Korean Institute of Landscape Architecture
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• v.36 no.3
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• pp.1-8
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• 2008

The purpose of this study is to understand the conflicts that occurred in the rural village's joint management project. This study examined the perception of conflicts among people working in agricultural related fields. A questionnaire survey was given to collected data from people who participated in nation-wide resrvice training course programs. The content of the questionnaire consisted of the factors of conflict in a rural village and the details recognized by general farmers. The data was collected from October 15 to 23, 2007. 206 samples were used for final analysis from a total of 240 samples. Frequency analysis and T-test between variables were conducted by SPSS 14.0. The results suggest that farmers have a negative perception of the business partnership. Proposal for business partnerships should be avoided because of the conflicts between partners. Accordingly, as farmers don't recognize that their joint project is a business partnership, the likehood of a conflict in the agricultural joint business operation and management is contained. Conflicts mainly exist between a village leader and villagers. The main reasons for conflicts are a lack of interest and lack of communal homogeneity, and lack of methodology to share the benefit of business. It will be necessary to understand the aspects of future conflicts in order to manage joint projects ill agricultural experience villages.

• Asia Marketing Journal
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• v.13 no.3
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• pp.79-102
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• 2011

Researchers in channel dyads have devoted much attention to relationship between interdependence (i.e. interdependence enymmetry and total interdependence) and conflict that promote channel performance. In social science, in spite of the inconsistent results in marketing practice, there are two contradictory theories explain the relationship between interdependence and conflict - bilateral deterrence theory and conflict spiral theory. The authors apply these theories to co-marketing alliance situation in terms that this relationship is also incorporated both company's dependence, either from one company's perspective or each partner about its respective dependence. Using survey data and archival data from 181 companies enlisted in a telecommunication membership program, the authors find out the relationship between interdependence and conflict as well as investigate the antecedents of interdependence - transaction age, transaction frequency, the numbers of alliance partner, and co-marketing alliance specific assets according to previous researches. Using PLS analysis, the authors demonstrate that, with increasing total interdependence in a telecommunication membership program, two co-marketing partners' conflict level is increased in accord with the author's conflict spiral theory predictions. As expected, higher interdependence asymmetry has negative value to level of conflict even though this result is not statistically significant. Other findings can be summarized as follows. In the perspective of telecommunication company, transaction age, transaction frequency, and co-marketing alliance specific assets have influence on its dependence on a partner as independent variables. To the contrary, in a partner's perspective, transaction frequency, co-marketing alliance specific assets and the numbers of alliance partner have significantly impact on its dependence on a telecommunication company. In direct effect analysis, it is shown that transaction age, frequency and co-marketing alliance specific assets have direct influence on conflict. This results suggest that it is more useful for a telecommunication company to select a co-marketing partner which is frequently used by customers and earned high rates of mileage. In addition, the results show that dependence of a telecommunication company on a co-marketing partner is more significantly effected to co-marketing alliance conflict than partner's one. It provide an effective conflict management strategy to a telecommunication company for controling customer's usage rate or having the co-marketing partner deposit high level of alliance specific investment (i.e. mileage). To a co-marketing partner of telecommunication company, it is required control the percentage of co-marketing sales in total sales revenue or seek various co-marketing partners in order for co-marketing conflict management. The research implications, limitation and future research of these results are discussed.

• Journal of Korea Society of Digital Industry and Information Management
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• v.18 no.2
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• pp.93-110
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• 2022

The purpose of this study is to explore business investment and operation of O2O (Online-To-Offline) combined service. The study will analyze the necessary factors for growing the business by dividing the O2O service by industry. The Online-to-Offline is a method of inducing purchases of products and services by connecting between online and offline This research methodology organized the four stages of the analysis process. The analysis of all stages was performed with association rules in big data techniques. It is divided into the start-up period, growth period, maturity period, and decline period, and analysis is conducted on the business investment, expenditure cost, business operation, and conflict factors. As the research result, the first analysis has shown commonality with government subsidies, bank loans, and personal funds in all industries. The second analysis showed a lot of expenditure on labor costs of internal employees, marketing/sales, facility facilities, equipment, and equipment purchase costs. The third analysis showed difficulty in raising the investment resources necessary for business operations in all industries. The last analysis showed conflicts in the industry, businesses license, legal systems, and small business owners in all industries. This study contributed to the abundance and diversity of research methodologies in management information systems using association rules. In addition, the description of organizational development theory was updated while explaining the business investment and operation of O2O combined services. In practical implication, the O2O services include environmental factors that cause convergence between industries. Accordingly, this is required for new O2O services through new laws and systems and reorganization of existing laws and regulations.

• Korea Journal of Hospital Management
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• v.3 no.1
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• pp.62-82
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• 1998

The purpose of this study is to assess the cause and level of conflict arising within and between departments among administration office workers who work in a recently established tertiary hospitals of a major cooperation or related non-profit cooperation: The study also aimed to find methods for resolution of such conflicts by comparing with other existing university hospitals. The subject population included 299 business administration office workers randomly selected from two cooperate related tertiary hospitals of less than 3 years in its existence and two university hospitals over 700 beds in Seoul and Kyong In area. Data were collected through a survey questionnaire. To define related factors for the level of conflict among departments in each hospitals multivariate regression analysis was conducted. Independent factors were characteristics of subjects, conflicting factors within and between the departments. The results are as follows: 1. Those in the 30-39 rears of age group demonstrated significantly higher level of conflict between departments. Those working in the new hospitals, who were older and had long-term tenure, and those with short-term job experience at current working hospital had higher level of conflict between the departments with statistical significance. 2. Concerning the involvement of conflicting factors and the level of conflict in the administration there was statistically significant positive correlation between reliability and job-related intra- and interdepartmental level of conflict in existing hospitals. There was a significant positive correlation between intradepartmental conflicting factors of mutual dependence, difference in goal/orientation and intra- and interdepartmental level of conflict. 3. In multivariate regression analysis, women more than men, and those who had worked for many years in hospitals had statistically significant influence on factors involved in interdepartmental level of conflict, explaining 51.0% of the model. 4. In existing hospitals, gender was a significant factor with women showing a higher level of interdepartmental conflict compared to men. Among the interdepartmental factors, mutual dependence had statistically significant influence and showed a positive relationship with interdepartmental level of conflict. In the new hospitals, job position was a significant factor which showed that those in high position such as section chief or above, compared to those in managerial or general position had higher level of conflict. Among the interdepartmental characteristics, factors of mutual dependence and goal/orientation had statistically significant influence and showed a positive relationship with interdepartmental level of conflict. In the new hospital setting efforts to reduce conflict in areas among workers with high position, old age, and long tenure and those in Purchasing, Material and Computer Department should be made and prudent management and planning for improved manpower and increased budget or efficient allocation and clear definition of job description are necessary to adequately assess and make improved efforts for rapid stabilization of the premature hospital system from its inception, In the existing hospitals a lack of conflict within and between departments may give rise to stagnation or inefficiency of the organization. Future study are needed with respect to the relationship between interdepartmental level of conflict and the effectiveness of the hospital organization for improved resolution of conflict in the organization and hospital management.

• The Journal of Fisheries Business Administration
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• v.46 no.1
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• pp.41-62
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• 2015

Though the debate of the establishment time, place and characteristic of the first fisheries cooperatives in Korea has been existed, it is clear that they had been established in the neighborhood of Tongyeong during the period of Japanese colonial rule. But the objective, motive and historical background of the first fisheries cooperatives are still slightly vague. To explain and explore that of fisheries cooperatives, over 1,000 articles of media, about 100 document of the Japanese government-general of Korea and the annals of the Joseon dynasty, many of research paper and others were included and refined. Through the result of that process, three core factors were founded that affect both the emergence of fisheries cooperatives and relationship of the them. The first one is about the royal family's fishing area where in the neighborhood of Tongyeong. The next one is Kentaro Kashii who was called king or devil of the Korean fisheries industry and the last one is fishermen and their organizations including fisheries cooperatives. Some of the above and the fishing rights conflict that make a guidance for understanding them has not been clearly mentioned. The result of this study shows that the birth of the first fisheries cooperatives were caused by not only the Japanese government-general of Korea but mainly Korean fishermen's voluntary activity and free will against fishing rights conflict between them. And both of the first fisheries cooperatives had somewhat difference in their constitution of organization and their characteristics but it was a tragic irony that the more exploitation and despoliation were conducted by Japanese government-general and Japanese capitalist the more movement and activity of Korean were frequently and severely occurred. Even though the findings and results of this study would be a proof and helpful material for understanding the establishment and their activity of fisheries cooperatives in Tongyeong, more research and contribution would be need by members of fisheries academic and business world.

• Journal of Distribution Research
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• v.10 no.2
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• pp.49-72
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• 2005

As interdependence and conflict are important to the understanding of channel interactions, many researchers have studied their relationship. Identifying the relationship between interdependence and conflict will help understanding an exchange relationship. In social science, the relationship between interdependence and conflict is explained by two contradictory theories, and there are also inconsistent results in marketing science. The authors suggest non-linear relations between asymmetric interdependence and conflict, based on bilateral deterrence theory and conflict spiral theory. Using survey data from industrial market, we demonstrate that there is an inverted U-shaped relationship between asymmetric interdependence and interfirm conflict. The result show, as the magnitude of interdependence is high. the hypothesis on the non-linear relationship between asymmetric interdependence and conflicts is acceptable on both suppliers and distributors. Finally, we discuss several theoretical implications and suggest limitations and future research issues.

• The Korean Journal of Financial Studies
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• v.10 no.1
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• pp.249-269
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• 2004

Free cash flow is known as a typical type of agency conflict between managers and shareholders in a firm. The insurance industry, which is not growing, is particularly susceptible to such excessive cash flow. We herein investigate the effects of stock ownership plans on reducing agency conflicts. We adopt undistributed cash flow to proxy free cash flow, and size, default risk, group membership, leverage, investment opportunity, and stock options are selected as explanatory variables. We find that stock option plans are effective(at a 10% level) in reducing free cash flow.