• International Journal of Quality Innovation
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• 제6권3호
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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.

• 디지털융복합연구
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• 제17권11호
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• pp.53-59
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• 2019

본 연구의 목적은 지역의 랜드마크 인지요인이 관광만족에 어떠한 영향을 미치는지, 그리고 지역 랜드마크 인지요인과 관광만족의 영향관계에서 지역주민과 관광객의 인식의 차이로 인해 그 영향관계가 어떻게 달라지는지를 확인하고 그 시사점을 제시하는 것이다. 연구를 위하여 광주광역시의 관광지를 찾은 관광객과 지역주민을 대상으로 2019년 9월 1일부터 10월 6일까지 36일간 설문조사를 실시하였으며, 389부를 회수하여 분석을 실시하였다. 분석결과, 랜드마크 인지요인은 상징성과 역사성으로 관광만족은 단일요인으로 구분되었다. 랜드마크 인지요인은 관광만족에 유의한 영향을 미쳤으며 지역주민과 관광객에 따라 그 영향관계에는 차이가 발생하였다. 그러므로 랜드마크를 통한 관광 상품을 개발하고자 할 때, 지나치게 지역주민의 의견을 반영하게 되면 오히려 관광객들이 외면하는 결과가 있을 수 있으므로 다양한 의견을 적절히 반영하는 것이 중요할 것이다.

• 한국IT서비스학회지
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• 제12권3호
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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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• 제27권3호
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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.

• 인간식물환경학회지
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• 제23권1호
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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.

• 농촌계획
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• 제14권3호
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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.

• 대한치료과학회지
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• 제10권2호
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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).

• 산업융합연구
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• 제20권2호
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• pp.37-44
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• 2022

본 연구는 비동시적 온라인 토론활동에 참여한 간호대학생의 사회적 실재감, 인지적 실재감이 온라인학습만족도에 미치는 영향을 파악하고자 시도되었다. 연구는 2020년 12월부터 2개월간 일개대학 4학년 간호대학생 93명을 대상으로 설문조사하였다. 수집된 자료는 t검정, ANOVA, 상관관계, 다중회귀분석을 실시하였다. 연구결과 간호대학생의 사회적 실재감, 인지적 실재감, 온라인 학습만족도는 유의한 정적 상관관계를 보였고, 온라인 학습만족도에 직접적인 영향요인으로는 사회적 실재감으로 나타났다. 온라인 학습만족도에 대한 설명력은 62.9%로 나타났다. 결과를 바탕으로 다양한 교과목에서 온라인 토론활동의 학습만족도를 높이기 위해서 간호대학생의 사회적 실재감을 높이는 방안이 필요하며 향후 실재감 향상 프로그램 중재 관련 후속연구를 제언한다.

• 한국산학기술학회논문지
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• 제20권4호
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• pp.311-319
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• 2019

본 연구는 경도치매노인을 대상으로 컴퓨터 인지훈련 프로그램이 인지기능, 우울, 생활만족도와 일상생활활동에 미치는 효과를 알아보기 위해 시행되었다. 연구대상자는 요양병원에 거주하는 경도치매노인 32명으로, 무작위 대조군 전후설계를 사용하여 실험군과 대조군으로 16명씩 무작위 할당하고 실험군에는 8주 동안 주 1회, 총 8회 컴퓨터 인지훈련프로그램을 적용하였다. 컴퓨터 인지훈련 프로그램은 CoTras-G를 사용하였으며, 컴퓨터 인지훈련 프로그램의 효과를 알아보기 위해 실험군과 대조군에 사전, 사후 동일하게 MMSE-K, SGDS-K, ELS, BI를 실시하였다. 컴퓨터 인지훈련 프로그램이 미치는 효과에 대한 전 후간 차이 검증은 paired t-test, 중재 후 실험군과 대조군간의 변화량 차이 검증은 Mann-Whitney U 검정을 실시하였다. 그 결과 실험군이 대조군에 비해 중재 후 인지기능(t=-4.39, p=0.001), 우울(t=4.11, p=0.001), 생활만족도(t=-8.53, p=0.000)와 일상생활활동(t=-3.10, p=0.007)에서 유의미한 향상을 보였으며, 실험군과 대조군의 사후 비교결과 인지기능(U=54.00, p=0.005), 우울(U=76.50, p=0.045), 생활만족도(U=56.00, p=0.007)와 일상생활활동(U=59.50, p=0.008)에서 유의미한 차이를 보였다. 따라서 본 연구는 컴퓨터 인지훈련 프로그램이 경도 치매노인의 인지기능, 우울, 생활만족도와 일상생활활동을 향상시키기 위해 활용 가능한 효과적인 프로그램임을 제시한다.

• 한국의상디자인학회지
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• 제15권3호
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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.