• Journal of Distribution Science
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• v.13 no.2
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• pp.63-73
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• 2015

Purpose - Satisfaction with service is evaluated according to customers' subjective judgment. The expected value of customer service and its evaluations depend on the customers' position. The customer recognizes two different forms of service levels. One is satisfaction and the other is dissatisfaction. Customers who are satisfied want to receive the service in future. However, those dissatisfied try to change the service. The service provider tries to improve the service. There are two different service cycles. One is the successful cycle and the other is the failure cycle. This study aimed to empirically determine the effects of the justice and authenticity of service recovery on customer behavioral intention through an integrated approach to cognitive justice and psychological authenticity. Research design, data, and methodology - Based on a literature review, justice of service recovery was categorized into three types: distributive, procedural, and interactive. Then, authenticity was added to obtain four independent variables, along with recovery satisfaction as a parameter. Behavioral intention, as an outcome variable, was divided into the repurchase intention and positive word-of-mouth. The model and hypotheses were created and measurement items were developed. A questionnaire survey of items concerning the service recovery experience at family restaurants was conducted on college students and residents in Gwangju from September 30 to October 31, 2013. A total of 400 copies of the questionnaire were sent out and 385 were returned. Respondents answered questions about the importance of, and satisfaction with service recovery on a 5-point Likert scale. Excluding 174 copies without service failure experiences and 7 inappropriate copies, 204 copies were analyzed using SPSS 21.0 for Windows and AMOS 20.0 to determine the reliability and validity of measurements. The hypotheses were tested through a goodness-of-fit analysis. Results - First, distributive justice positively affected recovery satisfaction. Second, procedural and interactive justice had no impact. Third, authenticity positively affected recovery satisfaction. Fourth, distributive justice had relatively stronger effects on recovery satisfaction than authenticity. Fifth, recovery satisfaction significantly affected repurchase intention and positive word-of-mouth and it proved effective in mediation. Finally, additional analysis was performed for descriptive statistics of the principal variables by various demographic characteristics and significant differences were found in gender, occupation, and so on. Conclusions - This study has academic significance as the fairness and authenticity of service recovery were investigated to reveal the effects on behavior. The findings could be applied to a wide range of service recovery strategies. However, there are some limitations. First, data was collected only from the residents of Gwangju and most respondents were aged 20-30. Future studies should target a wide range of areas and age groups. Second, because the questionnaire used in this study targets only convenience family restaurants, the results of this study cannot be generalized to all services companies. Future research should be done on a wide range of industries such as hotels, airlines, and hospitals, and perform a comparison between sectors.

• Korea Journal of Hospital Management
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• v.5 no.1
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• pp.232-271
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• 2000

The introduction of a team system to any organization is usually to improve that organizations dynamics, by increasing the proper adaptation to rapidly changing environments, by reducing approval procedures, and by promoting power authorization. In this regard, this study was carried out in an attempt to determine (1) whether or not the introduction of a team system can be as effective in hospital organizations as it has been in business organizations, and (2) what behavior factors influence such effectiveness. For the current study, questionnaires were distributed to the employees of a university hospital in Pusan. Four hundred eighty three of them(94.7%) were retrieved and analyzed through statistical processes. The three types of variables that were found to influence team effectiveness were: (1) independent variables of team organization characteristics, such as communication, organizational atmosphere, leadership and team knowledge, (2) intervening variables of team organization characteristics. such as job autonomy, technological variety, task subjectivity, task feedback and task importance, and(3) the dependent variables of team level effectiveness, such as job satisfaction and commitment to team organization. The gathered data were processed by using the 6.12 version of the statistical program SAS(Statistical Analysis System), and the reliance coefficient of those measured variables was then evaluated as an average of 0.78. The influence of team level effectiveness was analyzed by using multiple regression analysis. These differences in effectiveness were then analyzed on the basis of related mean values, while the differences among demo-sociological characteristics were analyzed by using the dispersion analysis(ANOVA) and the t-test. The results of the study can be summarized by the following. First, regarding the relationship between team organization characteristics and team level effectiveness, all of the factors including communication, organizational atmosphere, leadership and team knowledge were found to have a significant influence on effectiveness. Second, the factors of team job characteristics, such as technological variety, task importance and job autonomy, had significant effects on job satisfaction and organizational commitment among the teams members. Team level effectiveness was generally high, while team job satisfaction was higher the teams organizational commitment. Third, regarding the demo-sociological characteristics, team level effectiveness was found to be higher among those who were older, who had more job experience, and who had a higher position. Comparing the differences among job types, the effectiveness was relatively higher in the fields of nursing and administration/management then in other fields. Further study should be done towards the setting of variables for characteristics of hospital organization, developing suitable methods of measurement, and researching individual level effectiveness.

• KSBB Journal
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• v.28 no.6
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• pp.339-348
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• 2013

Translational research (TR) as high quality research can accelerate collaboration strongly between biotechnology-based researchers and clinical-research experts for overcoming diseases. TR facilitates basic science translated to clinical efficacy and effectiveness from bench (basic science) to bedside (clinical practice) for the enhancement of human health. Disease-oriented TR programs were defined as unilateral, bilateral and multilateral TR in this patent performance analysis. Patent performance was measured in a R&D project on Health and Medical Technology to enhance the productivity of R&D investment on disease-oriented TR in Health Technology (HT). Patent Map (PM) analysis and Bibliometrics were conducted to collect information for the assessment of research patents of TR programs. Futhermore, PIAS (Patent Information Analysis System) and Thinklear programs were applied for quantitative and qualitative analysis successfully. These indicate that multi-dimensional analysis of patent performance for disease-oriented TR could promote the connection of R&D-IP (Research and Development-Intellectural Property) and R&BD (Research and Business Development) supporting system significantly.

• Korean Journal of Cognitive Science
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• v.27 no.3
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• pp.407-420
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• 2016

We live under the consequences of countless decisions, among which significant number of decisions is made by representatives acting on behalf of us. However, individuals often make disparate decisions depending on which identity they are assigned as an agent or with which opponent they are interplaying. In the current research, behavioral discontinuity depending upon actor identity and social relationship was investigated using the ultimatum game. Participants behaved in a more economically rational way when they acted as a group representative compared with when they made decisions as a private individual. However, the direction of the individual-representative discontinuity was reversed when rivalry came into play. Furthermore, more fairness was requested to accept the offers in the interaction with the rival compared with the neutral countergroup. Especially when interacting with the rival group, participants showed contrasting level of decision bias - measured by rejection rate toward unfair offers - according to the degree of mind attribution to the opponent. Specifically, the greater participants attributed a mind to the rival group, the more they rejected the unfair offers from it. The present research is important in that it provides insight into individuals' decision-making in a group context, which sometimes forgoes the financial gain of the entire group and ultimately leads to the sub-optimization of social welfare.

• Journal of Distribution Science
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• v.11 no.10
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• pp.107-116
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• 2013

Purpose - Eggs are nutritionally complete and one of the most popular natural foods. Moreover, the poultry industry is one of the important food industries. However, early industrialization of the poultry industry on its own did not lead to further development compared to other livestock industries. In this study, we investigate what factors influence consumers' behavior and how consumers' understanding of retail business affects their propensity to consume. This study is different from other studies as it analyzes how the brand names of manufacturers and distribution companies affect the purchasing characteristics or actual purchase behavior of consumers in order to suggest how these manufacturers and distribution companies can increase their competitiveness. Research design, data, methodology - This study conducted a survey of 250 randomly selected egg purchasers in discount stores from January to April 2013. Consumers' purchase tendencies were calculated through frequency analysis. This result was then utilized using cluster analysis to draw a conclusion about which purchase tendency influenced consumers buying three different brands of eggs or whether this tendency really affected consumers. As a result, the outcomes of Hypotheses 2 and 3 were not clear so we drew a conclusion with our analysis of Hypothesis 1. Results - While the outcomes of Hypotheses 2 and 3 did not clearly indicate whether purchasing tendencies affected consumers when buying eggs, our analysis of Hypothesis 1 indicated that consumers were affected by the quality of the eggs rather than exterior factors such as the brand name. Thus, we concluded that it is important to promote the excellence of the quality of the eggs. Usually firms buy eggs from farms and repackage them in order to sell them. In this sense, if consumers were aware of this egg production process, and eggs were fairly distributed to retailers, large retail PB businesses would also be able to enhance their competitiveness. Conclusions - The brand, packaging, retail outlet, and other external features influenced the purchase of eggs to a certain degree, while shelf life, grade of the eggs, cleanliness, and other intrinsic characteristics had more influence. In particular, shelf life was the most important factor influencing purchase. Consumers were influenced not only by intrinsic characteristics of the eggs but also by large-scale producers' brands. Consumers relied upon the brand despite reduced competition because they found it difficult to identify shelf life and/or cleanliness. Small businesses and/or large-scale retailers can remain competitive by maintaining the freshness and cleanliness of the eggs. Further studies need to investigate areas in which consumers' cognition of the product is poor and/or the purchase inclination with regard to less developed industries such as eggs. In this study, the greatest problem was that consumers did not consume in accordance with the current situation as consumers have preferred fresh and clean eggs for a long time compared to purchase decisions based on external brands and/or packaging.

• Korean Journal of Food Science and Technology
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• v.52 no.3
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• pp.212-219
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• 2020

The physicochemical characterstics of El Salvadoran Coffea arabica cv. Bourbon coffee extracts under various roasting conditions were investigated. Green beans were roasted under four different conditions (Light-medium, Medium, Moderately dark, and Very dark). The coffee extracts were prepared by using the espresso or drip methods. As the roasting degree increased, the coffee bean moisture content decreased and the ash content increased. The lightness and yellowness of the beans and coffee extracts decreased along with the increasing roasting degree. In the drip coffee, the reducing sugar content decreased and the pH value increased along with the increasing roasting degree. Both in the espresso and drip coffee, total organic acid and chlorogenic acid contents decreased, while the caffeine content increased along with the increasing roasting degree. Therefore, it is suggested that the roasting degree affects the physicochemical characteristics of coffee extracts.

• Polymer(Korea)
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• v.30 no.5
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• pp.432-436
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• 2006

The new dinuclear CGC (constrained geometry complexes) with indenyl and methyl sub-stituted indenyl and polymethylene bridge have been synthesized, and the copolymerization of ethylene and styrene has been studied in the presence of methylalumionoxane. The activity of 12-methylene and 9-methylene bridged dinuclear CGC were 4 times higher than that of 6-methylene bridged dinucleay CGC. This result might be understood by the implication that the steric effect rather than the electronic effect nay play a major role to direct the polymerization behavior of the dinuclear CGC. The dinuclear CGCs are very efficient to incorporate styrene in backbone. The styrene contents in the formed co-polymers ranged from 6 to 45 mol% according to the polymerization conditions. The melting temperature of copolymers disappeared at high content of styrene (about 11 mol%) There is no styrene-styrene diblock sequence in copolymers. This result Indicates that the dinuclear CGC are very effective to generate random copolymer of ethylene and styrene.

• Journal of Digital Convergence
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• v.18 no.9
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• pp.81-91
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• 2020

The logistics industry is a basic and strategic industry that supports the development of national economy and society. The purpose of this paper is to evaluate the logistics efficiency of 22 cities in Guangxi and Yunnan provinces in China, and to grasp the problems and constraints and present policy proposals to promote the transformation and upgrading of the industrial structure in Guangxi and Yunnan provinces. In this paper, five input indexes and four output indexes were selected and the data from 2016 to 2018 were analyzed through DEA method. According to the analysis, the logistics efficiency of Guangxi and Yunnan provinces is not bad overall, but the development of each region is not balanced and the level of logistics efficiency is quite different. And it is found that each city needs to further improve the level of scale because the input and production structure of logistics resources is unreasonable. The limitation of this study is that it is difficult to generalize the analysis results because only the data over the past three years have been analyzed. It is necessary to comprehensively implement longitudinal and transverse analyses by extending the future analysis period over a long period of time.

• Journal of Service Research and Studies
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• v.10 no.2
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• pp.43-57
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• 2020

This study aims to verify whether service characteristic factors of theme park, consisting of ease of access, convenience of service, diversity of events and safety of facilities have positive effect on customer satisfaction and, in turn, customer satisfaction on intention of revisit for customers. We conducted surveys on 317 customers having experiences of visiting domestic theme parks and obtained the results that three factors except ease of access have positive effect on customer satisfaction and customer satisfaction on intention of revisit. As the further analysis, we checked if customer satisfaction has positive moderating effect on the relationship between four service characteristic factors and intention of revisit. We found that diversity of events and safety of facilities have full moderating effect and convenience of service partial moderating effect, while ease of access has not that effect, which offer implication that theme parks have to make more effort and investments related to diversity of events and safety of facilities to increase possibility of customer revisit.

• Journal of Korea Port Economic Association
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• v.25 no.1
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• pp.87-106
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• 2009

This paper is intended to suggest benchmarking ascension for the Gwangyang Port as a hub for international logistics. Most countries that seek to join. and lead, the global trading system as they work to develop production and logistics systems that establish a reputation for leadership in international logistics. Our focus in this research is on the Gwangyang Port and whether Gwangyang Port is capable of carving out a competitive niche as a hub of international logistics. Our analysis is based on comparison and analysis with benchmark port developments around the world. As proposals to promote and activate Gwangyang Port as a hub for international logistics, we recommended in this paper several benchmarks. First, Gwangyang Port FTZ must strengthen the incentive system for tenant companies and providing an inducement for new global companies. Second, Gwangyang Port needs to moderation of regulation on the investment tenant companies and strengthening one-stop service. Third, it is required to stabilize labor and management relationship and securing of flexibility of labor market. Lastly, Gwangyang Port must strengthen mutual interaction of Free Economic Zone (FEZ), Customs Free Zone(CFZ) and Free trade Zone(FTZ) in Korea.