• Journal of Distribution Science
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• v.14 no.9
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• pp.95-110
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• 2016

Purpose - Based on expectation-disconfirmation theory, this study attempted to fill the gap in the literature by treating the expected profitability as a moderator in the relationship between these constructs, identifying what instrumental factors have effects on dissatisfaction, in turn lead to exit intention, neglect, voice, and loyalty, and provide the managerial implications for building long-term relationship to enhance the partnership between franchisor and franchisee. Research design, data and methodology - In order to test the hypotheses, the authors developed several hypotheses. The data were collected from 254 franchisees in Seoul and Gyeonggi Province with SPSS 18.0 and SmartPLS 2.0. Results - The findings of the study are as follows. First, marketing support and competitiveness of product and service had a negative effect on dissatisfaction, but did not on logistics support. Second, franchisee dissatisfaction had a positive effect on exit intention and neglect, and had a negative effect on loyalty. However, franchisee dissatisfaction had not a significant effect on voice. Third, expected profits play a moderating role in the relationships between marketing support, competitiveness of product and service and dissatisfaction, between dissatisfaction and exit intention, voice, loyalty, and neglect. First, marketing support and competitiveness of product and service were found to have a greater influence on dissatisfaction for the low expected profitability group than the highly expected profitability group. Also, dissatisfaction had a greater impact on exit intention, voice, and neglect for the low expected profitability group than the high expected profitability group while dissatisfaction had a weaker impact on loyalty for high expected profitability group. Conclusions - The result of this study indicates that franchisors should reduce dissatisfaction and prevent or improve complaint behaviors by continuously identifying the impact relationship between franchisee dissatisfaction and decision factors caused by difference in expectations for roles of franchisees and franchisors. In addition, franchisors should acknowledge that the impacts of marketing support, and product and service competitiveness on franchisee dissatisfaction and on exit intention, neglect, and loyalty differ by expected profits. Therefore they should provide support in perceiving high expected profits through creating direct profits including high sales, low costs, and low rents.

• Journal of Arbitration Studies
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• v.21 no.2
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• pp.113-131
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• 2011

Recently, the Internet Corporation for Assigned Names and Numbers (ICANN) announced the expansion of the number of generic top-level domains (gTLDs) beyond the current 22 gTLDs, and the gTLD Applicant Guidebook for ICANN's new gTLD program is now under consideration for approval. ICANN also introduces a "Trademark Clearinghouse" and the "Uniform Rapid Suspension (URS)" procedure to protect trademarks and expedite dispute resolution and save costs. The Trademark Clearinghouse is a central repository for information to be authenticated, stored and disseminated, pertaining to the rights of the trademark holders. Trademark holders would voluntarily provide data of their trademarks from all over the world, and it would assist a trademark watch service provided by the new gTLD registry for trademark holders and potential domain name registrants. The URS is a part of the new gTLD dispute resolution mechanisms created by ICANN to resolve cybersquatting disputes. A complainant in a URS proceeding must establish three elements that are very similar to the existing UDRP to succeed, but supposedly more expedited and cost efficient. Since the URS provides that it only protects court validated and registered trademarks, it is not clear whether unregistered marks used in commerce are protected under the URS. The URS escalates the complainant's burden of proof from a preponderance of evidence standard under the UDRP to a clear and convincing evidence standard. The notices to a respondent shall be sufficient if the URS Provider sends the notice of Complaint to the addresses listed in the Whois contact information. As registrants who wish to conceal their true identity often subscribe to the privacy/proxy service and the complainant's high rate of success in the UDRP proceeding is relevant to the respondents' default rate, the URS's simple notice requirement would deprive respondents of a fair opportunity to assert their rights over the disputed domain names.

• Journal of the Korean Institute of Gas
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• v.24 no.2
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• pp.29-35
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• 2020

The Chemical Control Act has revised in 2015 to promote chemical safety, particularly enhancing the standards for the installation and management of hazardous chemical handling facilities. However, in some existing facilities, it was difficult to comply with some facility standards because of lack of land, safety accident possibility during rebuilding. In this study, we attempted to provide a more rational approach of dike standard which was the highest(2017: 117, 2018: 83) complaint for two years(2017~2018, 1,087) by prior study, FLACS simulation, analyze safety management standard and conduct a survey. Therefore, considering the purpose of installing the discharge wall only at existing facilities in operation, additional sensors that can detect chemical leakage and leakage were recognized as an additional alternative to installing and operating closed circuit television (CCTV). This will help the safety and cost aspects of small or medium-sized businesses or small and medium-sized enterprises that cannot secure legal grounds or fail to enforce legal regulations due to economic problems such as construction costs.

• Fashion & Textile Research Journal
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• v.15 no.5
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• pp.787-796
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• 2013

This study is an initial report of actual wearing conditions and attitude based on a survey of wearing outdoor wear for men and women in their 30s to 50s who enjoy daily leisure sport activities. Most middle-aged men and women who enjoy outdoor activities were interested in new trends and clothing styles. The greatest area of interest was health(42.9%), followed by leisure and sports(38.4%); in addition, hiking(40.2%) was the most popular outdoor activity. The majority of subjects participated in outdoor activities for over 5 years(34.4%). The highest frequency of outdoor activities was conducted once or twice a month, and it took one to three hours for each activity. Nearly half of the respondents( 47.7%) answered that the goal of outdoor activities was to maintain their health. Subjects in their 40s and 50s were more equipped in their outdoor activities and in their 50s made ongoing investments despite costs. When wearing clothing, the subjects placed a priority on design(in the case of subjects in their 30s) and comfort(for subjects in their 40s and 50s). This survey shows that the subjects emphasized access to outdoor wear and equipment. In all age groups, the biggest complaint about outdoor wear was price; in addition, they were unsatisfied with the length and the sleeves of outdoor jackets. Outdoor wear will draw a positive attention for its practical use of clothing if it is developed according to consumer demands based on functionality for outdoor activities and convenience in daily life.

• Journal of Korea Trade
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• v.24 no.4
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• pp.34-48
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• 2020

Purpose - The rapid rise of e-commerce enterprises has led to the development of the logistics industry. At the same time, some enterprises are motivated by the interests to start reducing costs and inputs, which on the contrary leads to low quality of service, thus reducing customer satisfaction. In recent years, vicious competition, violent express delivery and lack of professionalism in the logistics market have led to high annual customer complaint rate, which has resulted in the company losing many loyal customers, but also unable to obtain new customers. Therefore, to pay attention to and understand the psychological needs of customers and improve the quality of logistics distribution service has become a pressing problem for Every express company. Design/methodology - By analyzing the problems existing in logistics distribution of express companies, this paper explores various factors affecting customer satisfaction and takes consumer sentiment as a mediating variable. Through questionnaires to collect relevant data, put forward hypotheses for empirical analysis, use two different software including SPSS 21.0 and AMOS 21.0 to analyze the information, draw conclusions and make recommendations. Findings - According to the above research results, the reliability, convenience, efficiency, professional can have a positive impact on customer satisfaction through the mediating effect of their sentiment, convenience and professional on consumer sentiment and satisfaction are more significant. Originality/value - This paper the establishment of distribution service indicators related to customer satisfaction and empirical analysis can not only enrich and supplement the distribution service quality indicator system studied by the former, but also provide a theoretical basis for future research.

• Journal of Korean society of Dental Hygiene
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• v.10 no.2
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• pp.393-411
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• 2010

Objectives : The purpose of this study was to examine factors related to the satisfaction level of patients with dental services. Methods : The subjects in this study were 200 patients at three different dental clinics in South Gyeongsang Province, on whom a survey was conducted from June 1 to July 31, 2009. The collected data were analyzed, and the findings of the study were as follows. Results : In regard to the general characteristics of the patients investigated, the women(61.5%) out-numbered the men. By age, those who were at the age of 30 and down made up the largest age group(47.0%). By academic background, the greatest group received junior-college education(54.0%). By occupation, the company employees constituted the largest group (50.5%). By income, the greatest group earned an income of 2 to 2.99 million won(75.0%). Second, as to connections between the characteristics of dental treatment and the reason of choosing the dental clinics, the largest group(70.4%) chose the dental clinics by word of mouth or the recommendation of others. Concerning the reason of dissatisfaction, the biggest group(72.7%) was unsatisfied with medical costs. As for the degree of explicit complaint, the greatest group(49.7%) sort of complained about what made them dissatisfied. Regarding the type of treatment, the biggest group(49.0%) received prosthodontic treatment. In relation to fear for dental treatment, the largest group(34.0%) feared receiving the treatment, and the biggest group(42.6%) did that due to the sound of machines. Third, satisfaction with services(0.762) had the closest correlation to overall satisfaction level, followed by satisfaction with employees(0.735), satisfaction with dentists(0.644) and satisfaction with convenient facilities (0.579). Fourth, the factors that affected overall satisfaction level were gender, the reason of choosing the dental clinic, satisfaction with dentists, satisfaction with employees, satisfaction with services and satisfaction with convenient facilities. The patients who were better satisfied with services(p<0.001), who were more contented with dentists(p<0.001), who chose the dental clinics by the recommendation of others(p<0.01), who were male(p<0.05), who were more gratified with employees(p<0.05) and who were more contented with convenient facilities expressed better overall satisfaction. Conclusions : The above-mentioned findings suggested that dental institutions should keep track of the expectations of patients to prepare differentiated strategies for marketing and human-resources development in consideration of their own circumstances to boost the satisfaction level of patients. Specifically, it's required to heighten the satisfaction level of patients with dentists.

• Journal of the Korea Convergence Society
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• v.8 no.10
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• pp.249-255
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• 2017

The domestic tourism industry mostly relies on quantitative surveys for customer satisfaction. However, customer participation of the questionnaires is extremely low and the improvement of the dissatisfactory factors is not being performed promptly. In this paper, we propose a new topic map system and prove its empirical effectiveness to improve the accuracy of customer feedback information and the efficiency of the analysis process. The topic map system is a system for analyzing large amounts of customer feedback data in real time. It uses text mining and ontology techniques by integrating data collected over a certain period from real-time SNS and quantitative data obtained from existing survey systems. The effect after improving the analyzed factors of dissatisfaction is also a new and innovative evaluation system for monitoring customer satisfaction in real time. The classification based on this integrated data is a classification system that is specific to the product or the customer. According to this classification, it is possible to measure the effect of the recognition and improvement of the complaint factor in real time on the topic map system. This provides a sophisticated prioritization of the improvement factors and enables customer satisfaction quality control as a PDCA feedback system. In addition, the survey period and costs are greatly shortened, and responses can be more precise to the existing survey method. As a practical application, this system is applied to the largest H travel agency in Korea to prove the accuracy and efficiency of the proposed system.