• International Journal of Quality Innovation
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• v.6 no.3
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• pp.38-55
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• 2005

Consumption has generally become more fragmented, hedonic and individual specific, satisfying not only functional but also emotional needs. In parallel, customer satisfaction is now thought to be both a cognitive and affective response, and the closely related concept of job satisfaction is commonly seen as an emotional reaction. The reasoning within quality management does, however, still lean heavily toward cognitive judgements (i.e. performance ratings), the emotional component clearly being under explored. Further, performance variables have shown not to be significant in predicting satisfaction for certain 'experience products', the effect fully mediated by emotions. As a consequence a cognitive judgement based quality concept has lost its ability to predict satisfaction, which clearly contradicts with the modem quality definition, stressing quality as the ability to satisfy the customer. Emotions have however entered the quality discourse and it has been proposed that having customers that are merely feeling satisfied will not suffice. Instead, there has been a plethora of executive exhortations in the trade press calling on business to 'delight the customer'. Strategies for doing so have however usually been imprecise and unclear, and the different drivers of delight and satisfaction are not well explored. This paper aims to complement the previous cognitive dominance by exploring the multiple emotional responses involved in customer satisfaction. A conclusion being that we currently are measuring something, in terms of satisfied, that is more or less independent of what we aim for, in terms of delight. It is also most likely that - depending on the situation, product, and person - other positive and negative emotions are more important outcomes of purchase and usage than merely satisfaction. It is questioned whether a single, summary response such as satisfaction is feasible or even desirable.

• Journal of Digital Convergence
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• v.17 no.11
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• pp.53-59
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• 2019

The purpose of this study is to verify what effects regional landmark cognitive factors have on tourist satisfaction and how the effect relationship between regional landmark cognitive factors and tourist satisfaction change due to perception differences between local residents and tourists and to present implications. Analysis results show that landmark cognitive factors could be categorized into the single factors of symbolism, historicity, and tourist satisfaction. Landmark cognitive factors had significant effects on tourist satisfaction and differences occurred in that effect relationship according to local residents and tourists. Therefore, when tourism products are developed through landmarks, if the opinions of local residents are excessively reflected, this can bring about outcomes that actually disregard tourists, so it is important to appropriately reflect various opinions.

• Journal of Information Technology Services
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• v.12 no.3
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• pp.39-54
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• 2013

IT consulting is becoming a norm rather than exception in this age of smart work and information revolution. As IT consulting is one of the knowledge intensive services requiring high credence on both sides, maintaining a good trustful relationship is critical in sustenance of strategic partnership between business firms and IT service firms. Trust is known to be one of the salient constructs in service relationships. In this study, building from the social psychology literature, trust is conceptualized as two dimensions : cognitive and affective trust. Using two dimensions of trust as mediators, a research model is constructed for IT consulting specific context : relationship continuance intention as the dependent construct while expertise, service performance, reputation, relationship satisfaction and value similarity as antecedents of cognitive and affective trust. 145 data points were collected through a survey of IT service client project managers retrospectively asking their experience with IT consultants. Findings suggest that cognitive trust is associated with perceived level of expertise and service performance while affective trust with relationship satisfaction and value similarity, respectively. Interestingly, the paths from reputation are found to be statistically insignificant towards both dimensions of trust, indicating IT service context would be more practically outcome oriented than any other professional service context. Also, cognitive trust seems to maintain stronger influence on relationship continuance intention as anticipated. Implications and limitations are discussed at the end.

• Asia pacific journal of information systems
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• v.27 no.3
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• pp.156-175
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• 2017

The proposed conceptual framework is based in the relationships among knowledge of personal information security, trust on the personal information security policies of parcel delivery service companies, privacy concern, trust in and risk of parcel delivery services, and user satisfaction with parcel delivery services. Drawing upon both cognitive theory of emotion and cognitive emotion theory that complement each other, we propose a research model and examine the relationships between cognitive and emotional factors and the usage of parcel delivery services. The proposed model is validated using data from customers who have previously used parcel delivery services. The results show a significant relationship between the cognitive and affective factors and the usage of parcel delivery services. This study enhances our understanding of parcel delivery services based on the consumers' psychological processes and presents useful implications on the importance of privacy and security in these services.

• Journal of People, Plants, and Environment
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• v.23 no.1
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• pp.35-46
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• 2020

The purpose of this study was to investigate the effects of the horticultural therapy program on patients with mild cognitive impairment and mild dementia depending on the frequency and duration of the interventions. We developed the same 15-session program to improve cognitive functions and life satisfaction and alleviate depression of the elderly women with mild cognitive impairment or mild dementia. Subjects in Longer Treatment group participated in the program once a week for 15 weeks and subjects in Shorter Tratmet group participated twice a week for 7½ weeks. This study conducted pretest-posttest verification of both groups using quasi-experimental design involving 21 subjects. Elderly life satisfaction, Geriatric Depression Scale (short form), and the Korean Version of Consortium to Establish a Registry of Alzheimer's Disease (CERAD-K) were used in the evaluation. As a result, both groups showed an increase in life satisfaction, and a decrease in depression. However, there was a significant difference in the changes of the CERAD-K scores between the two groups (p < .05). In Longer Treatment group, life satisfaction increased significantly (p < .001), and depression decreased at a marginally significant level (p = .068), but no statistically significant change was observed in neurocognitive function. In Shorter Treatment group, life satisfaction increased at a marginally significant level (p = .059), and depression and CERAD-K scores decreased significantly (p < .05). However, in the case of Mini-Mental State Examination (MMSE-K), there was no significant change in both groups. According to these results, when planning a horticultural therapy program for persons with mild cognitive impairment or mild dementia, it is effective to organize and execute the program by determining the duration of intervention as 3 to 4 months or longer, even if this reduces the number of interventions per week.

• Journal of Korean Society of Rural Planning
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• v.14 no.3
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• pp.11-17
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• 2008

Drawing on Herzberg's two-factor theory, this article suggests that visitors to rural tourism base their overall evaluation with an experience on their consideration of two types of aspects referred to as either 'motivators' and 'hygienes' by using the critical incident technique. 233 critical incidents described by 121 participants are categorized into three exclusive factors which are named as experiential factor, cognitive factor, and affective factor. The application of Herzberg's two-factor theory to rural tourism suggests 'satisfiers' to come from the experience-activity itself, experiential factor. While more peripheral elements constitute 'dissatisfiers', cognitive factor. The paper provides the advancement and broad application of Herzberg's theory to further understand rural tourists satisfaction.

• Journal of Korean Academy of Medicine & Therapy Science
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• v.10 no.2
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• pp.59-71
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• 2018

Objective: The purpose of this study is to compare the effects of the CO-OP program using cognitive strategy on the satisfaction and high-level cognitive function of chronic stroke patients with cognitive impairment with the existing task-oriented approach training method. Method: The group randomly selects the experimental group and control group from 30 patients who suffer cognitive damage due to brain damage, and then randomly presents the Cognitive Orientation to daily Occupative Performance (CO-OP) Results: The results of the study showed a significant increase in patient performance and satisfaction, task performance, and high-level cognitive functions in comparison to those before training (p<).05) There was no significant difference in CNT testing in controls; Although there were no significant differences in overall CNT testing between the two groups, the COPM, AMPS tests showed a significant increase in the experimental group compared to the comparators (p <.05). Conclusion: The Cognitive Orientation to Daily Occupative Performance (CO-OP) Intervention Act, which uses meta-in strategies, was previously used. We were able to confirm that it could be a more effective intervention in task performance and high-level cognitive function than in the Meaningful Task-Specific Training Program (MTST).

• Journal of Industrial Convergence
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• v.20 no.2
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• pp.37-44
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• 2022

This study is a descriptive research study to verify the relationship between social presence, cognitive presence, and online learning satisfaction, and to identify factors that influence online learning satisfaction of nursing students who experienced Asynchronous Online Discussion Activities. The study was conducted in December, 2020 for two months, and the participants were 93 grade 4 nursing students attending universities nationwide. The t-test, ANOVA, correlation, and multiple regression analysis were run on the collected data. There was a significant positive correlation between nursing students' social presence, cognitive presence, and online learning satisfaction. Online learning satisfaction had a positive effect on social presence. The explanatory power of online learning satisfaction was 62.9%. Based on the above results, in order to increase online learning satisfaction, a plan is needed to improve nursing students' social presence for online discussion classes.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.4
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• pp.311-319
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• 2019

The purpose of this study was to evaluate the effects of a computerized cognitive training(CCT) on cognitive, depression, life satisfaction and activity of daily living in older adults with mild dementia. The participants were 32 older adults diagnosed with mild dementia who reside in nursing hospital and were randomly divided into an 16 for an experimental group and 16 for a control group. A CCT was performed for a day/week for 8 weeks in an experimental group. The CoTras-G was used for CCT. The MMSE-K, SGDS-K, ELS and BI were administered to the experimental group and the control group in the same way in order to examine the effects of CCT. The difference of the effects between before and after a CCT conduction were identified by paired t-test. Moreover, the Mann-Whitney U-test was conducted to identify differences in variances between groups. Only participants in the experimental group reported significant improvements in cognitive function, depression, life satisfaction and activity of daily living when compared to those in the control group after CCT. There was a significant difference in cognitive function, depression, life satisfaction and activity of daily living between the experimental group and the control group after CCT. These findings suggest that the CCT can be used as effective cognitive training program to improve cognitive function, depression, life satisfaction and activity of daily living in older adults with mild dementia.

• Journal of the Korea Fashion and Costume Design Association
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• v.15 no.3
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• pp.19-31
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• 2013

The purpose of this study was to investigate the influence of consumer-internet brand relationship on consumer's satisfaction and loyalty. In order to establish structural equation model, previous studies about consumer-brand relationship, consumer's satisfaction and loyalty were investigated. The survey was limited to the respondents over 20 years old living in Seoul and other metropolitan areas who had purchased fashion products in internet shopping mall. Questionnaires were collected from February 1, 2012 to February 12, 2012 and 562 useful data were analyzed by descriptive statistics, exploratory factor analysis, confirmatory factor analysis, reliability analysis, and Pearson's correlation analysis, using Amos 19. The results of verifying the hypotheses were as follows: First, consumer-internet brand relationship was classified into two dimensions including 'emotional affection' and 'cognitive trust'. Second, both 'emotional affection' and 'cognitive trust' had a positive effect on consumer's satisfaction. Third, 'emotional affection' had a positive effect on consumer's loyalty, but 'cognitive trust' did not affect consumer's loyalty directly. Finally consumer's satisfaction had a significant effect on consumer's loyalty. It was suggested that consumer-internet brand relationship could be an important factor to form brand equity. Therefore, internet shopping mall marketer should establish a strategy that can help customers make a strong relationship with their internet shopping mall.