• The Korean Journal of Franchise Management
• /
• v.11 no.3
• /
• pp.19-26
• /
• 2020

Purpose: The old axion to put the customers first (e.g., customers are king, customers are always right) has been taken for granted in the service sector. In addition, many companies in South Korea are providing customer-first education for employees at their contact points to strengthen their competitiveness. However, excessive increase in the psychological power of the customer can lead to a problem of abuse of power, called 'Gap-jil.' Despite these concerns, most companies hardly discard policies to give high priority to customers because of the assumption that it enhances customer satisfaction leading to organizational performance. However, in recent years, some franchise catering companies have posted warnings about the abuse of power by customers, and a movement to pursue a power-balancing between service providers and their customers is spreading. Research design, data, and methodology: This research is conducted to reconsider the principle of the customer-first perspective and to create a basis for arguments that can solve the problem of abuse of power, which is recognized as a serious social problem. In this research, we test and analyze the effect of customers' psychological power in the context of a restaurant on expectation for service and response to service failure. Result: The result of an experimental study shows that the effect of psychological power on customer satisfaction can be somewhat negative. Also, customers with high psychological power are more likely to have high service expectations. Especially high psychological power of customers causes a difference in the expectation level of human factors such as employee attitude, while the difference in expectations of non-human factors such as restaurant atmosphere was not statistically significant. In addition, when customers with high psychological power encounter service failure situation, they are more likely to feel disappointment and regret with a service provider. Meanwhile, the effect of psychological power on complaining behaviors are not significant. Conclusions: The findings of this research provide meaningful implications that the service providers should reconsider their existing corporate culture and management policies that put customers first. In addition, the result of this research is provided meaningful opportunities to review the management philosophy for the company's customers and the education philosophy for the employee education.

• Journal of Korean Society of Industrial and Systems Engineering
• /
• v.47 no.2
• /
• pp.107-115
• /
• 2024

With the advent of the 4th Industrial Revolution, changes in the market environment and employment environment are accelerating due to smart technological innovation, and securing professional manpower and developing human resources for domestic small and medium-sized enterprises is becoming very important. Recently, most of the domestic small and medium-sized enterprises are experiencing hiring difficulties, and the development and training of human resources to overcome this is still lacking in systemization, despite much support from the government. This reflects the reality that it is not easy to invest training costs and time to adapt new employees to small and medium-sized businesses. Based on these problems, the work-study parallel project was introduced to cultivate practical talent in small and medium-sized businesses. Work-study parallel training is carried out in the form of mentoring between corporate field teachers and learning workers in actual workplaces, and even if the training is the same, there are differences depending on the learner's attitude, learning motivation, and training achievement. Ego state is a theory that can identify personality types and has the advantage of being able to understand and acknowledge oneself and others and intentionally improve positive factors to induce optimized interpersonal relationships. Accordingly, the purpose of this study is to analyze the attitudes of learning workers, who are the actual subjects for improving the performance of work-study parallel projects and establishing a stable settlement within the company, based on their ego status. Through this study, we aim to understand the impact of the personality type of learning workers on training performance and to suggest ways to improve training performance through work-study parallelism.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
• /
• v.8 no.3
• /
• pp.189-204
• /
• 2013

Today, politics, economy and technique in the world are rapidly changed. To respond to these changes public institutions as well as government and corporate try to change themselves and to adapt these situation and environment. Total payroll costs system which is one of critical methods to adapt changing world began to introduce in 2004 for public services in Korea. After exhibition and enforcement, all education administration in Korea adopted this system in 2013. This study focus on how total payroll costs system can be successfully controled and utilized, and who this system increase organizational effectiveness and efficacy in public services. Organizational members' effort, perspective, attitude and behavior are most important factors for organizational change and new option. Organizational change and adaptation always involve members' change and adaptation, so this study emphasizes on members' perspective and attitude on total payroll costs system. As a result, distribution justice, procedure justice, and receptivity about total payroll costs system are related to organizational performance such as job satisfaction and organizational commitment. This means organizational members' perspective(distribution justice and procedure justice) and attitude(receptivity) are most crucial factors for effectiveness and efficacy of total payroll costs system. Furthermore with distribution justice, procedure justice and receptivity, total payroll costs system would increase members' job satisfaction and organizational commitment. To sum up, members' perspective and attitude are most important factors for change, thus for success of total payroll costs system, we should understand how people are critical, especially their distribution justice, procedure justice, and receptivity; and also how total payroll costs system are valuable system; and how we can control and handle this system.

• Management & Information Systems Review
• /
• v.36 no.4
• /
• pp.1-19
• /
• 2017

These days, the concept of creating shared value is drawn keen attentions to. This interest comes out of the expectation that Creating Shared Value(CSV) can offer an answer to some social issues by creating societal and economic values on the top of the achievements that existing Corporate Social Responsibility(CSR) has made. However, it is difficult to make a clear distinction between the achievements that the activities of CSR and CSV have made. In this regard, developing a methodology to make an actual proof analysis on the accomplishments of CSV and to verify customer's awareness of and attitude towards the CSV is necessarily required. A company needs to gain a competitive advantage in the marketplace as well as resolve a social issue by innovating value chain. The research has verified the cause and effect relationship between the CSV from the point of view of value chain and the purchase intention aroused by its economic, societal and cultural values through the company image and credibility with actual proof analysis and come up with following results. First, a societal and cultural value resulted in giving positive impact on a company's image, which implies that CSV activities can be the thin end of the wedge through which customers have a good image of the company involved in CSV. Second, a societal value makes a positive influence on the credibility of a company. In this regard, CSV should be recognized not just as a thing that generates a cost, but a way to win-win as well as future development. Third and last, the research results show that both company image and credibility influence on purchase intention. Considering that CSV generates a positive evaluation on a company that will ultimately cause continuous profit-making, the company's ultimate goal of activities, it should be approached from the perspective of making a mid-and-long term strategy.

• Asia Marketing Journal
• /
• v.11 no.4
• /
• pp.95-119
• /
• 2010

Although there have been many studies regarding the inconsistency between consumers' attitudes and behavior, prior research has almost exclusively focused on the relationship between the attitude before behavior and the initial behavior. Relatively little research has been conducted on consumer satisfaction after purchase and post-purchase behavior. This research proposed that the relationship between satisfaction and post-purchase behavior is moderated by consumers' psychological characteristics such as need for cognitive closure(NCC) and temporal self-construal(SC). The need for cognitive closure refers to individuals' desire for a firm answer to a question and an aversion toward ambiguity. We assumed the need for cognitive closure as a major moderating variable because it is judged that the requirement for cognition clearly varies between when a consumer repurchases the same product and seeks a new alternative. Individuals who tend to end cognition due to time constraints or inappropriate conditions may display considerable cognitive impatience or impulsivity and has a higher probability in repurchasing the same product than a consumer without such limitations. They would avoid further consideration for new alternatives and the likelihood of the repurchase for prior alternative would increase. As hypothesized, significant moderating effect of the NCC was confirmed. This result gives a significant implication for a corporate to establish effective marketing strategies. For a corporate or product brand that has been occupying the market after entering the market earlier, it would be effective to maintain need for cognitive closure high in the existing consumers and thereby preventing the consumers from being interested in the new alternatives. On the other hand, new brands that have just entered the market need to lower the potential consumers' need for cognitive closure so that the consumers can be interested in new alternatives. Along with need for cognitive closure, temporal self-construal also turned out to moderate the satisfaction-repurchase. temporal SC reflects the extent to which individuals view themselves either as an individuated entity or in relation to others. Consumers under a temporarily independent SC would repurchase former alternative again according to their prior satisfaction and evaluation. In contrast, consumers in temporal interdependent SC tended to switch to a new alternative because they value interpersonal relationships above anything else and have a tendency to rely heavily on in-group opinions. When they are confronted with additional opinions, it is highly probable that he/she will choose a new product as an alternative. By proving the impact that temporal self-construal has on repurchasing behavior, this study is providing the marketers with new standards for establishing successful promotional strategies. For example, if the buyer and the user is the same for a product, it would be effective for the seller to convince the consumer to make decision subjectively by encouraging temporal independent self-construal. On the contrary, in the case where the purchase is made by an individual but the product is consumed by a group of people. For example, a housewife is more likely to choose the products or brands that her husband or children prefer rather than the ones that she likes by herself. In that case, emphasizing how the whole family can be satisfied and happy about the product would be effective for promoting repurchase.

• Archives of design research
• /
• v.13
• /
• pp.45-53
• /
• 1996

After the callapse of the 80's bubble economy. consumers tend to consider the fundamental values of a product such as price, usage, and quality more significantly than ever before. Due to this change in attitude. the most important factor in a consumer's decision for choosing a product becomes the quality of a product that safisfies consumer's practical values whith convincing features and logical differentiations devoted to fundamental values. Under the circumstances. Factor Oriented Process and Multi-Sequential Process are proposede not just as merely defining concept through study of consumers' needs. but as methods of gaining competitive edge and eatablishing corporate identity in market, competition by bringing out consumers' various wants and needs to lead them to a specific product. Factor Oriented Process emphasizes the analysis of factors within the process itself, especially the synthesis of factors which would bring about new solutions as its special feature and acts as a logical element for further design development. Thus, the synthesis process consists of re-organizing analyzed factors, andduring this process, analyzing correlation between the restrictions of factors would lead to discovery of 'dominant factors'. Afterward, design basis may be formed with design concepts proposed by several concept codes made up of one dominant factor and other associate factors. Multi-Sequential Process is an extensive approach to discover differentiated design proposals through careful examination of dominant factors within the product, and furthermor, to discount 'anterior factor' (directional factors that decide design directions based on multi-value criteria) for self-determined decision of design directions.

• Journal of Distribution Science
• /
• v.16 no.4
• /
• pp.49-56
• /
• 2018

Purpose - The purpose of this study is to provide managerial implications for retail brand managers. Specifically, current study divide donation type into direct donation(e.g., corporate philanthropy) and indirect donation(cause-related marketing) and investigate the donation type on the purchase intention. Also, this research intends to provide the mechanism between the donation type on the purchase intention by showing the mediating role of the consumers' perceived warmth. Moreover, the moderating role of the brand type(non-luxury vs. luxury brand) between the donation type, the warmth perception, and the purchase intention will be examined. Research design, data, and methodology - A total of 174 undergraduate students from a university in Korea were recruited and were randomly assigned to the conditions of a 2(donation type: indirect vs. direct) X 2 (brand type: non-luxury vs. luxury) between-subjects design. The hypotheses were tested using SPSS 21.0. Two-way ANOVA and multiple regression analysis were performed. Results - Empirical results showed that the consumers' perceived warmth was higher in the direct donation condition than the indirect donation condition and moreover this influence of the donation type on the perceived warmth was moderated by the brand type. Specifically, the influence of donation type on the perceived warmth was significant only for luxury brand. And there is an interaction effect of donation type and brand type on the purchase intention. More specifically, the purchase intention for luxury brand was higher in the direct donation condition than the indirect donation condition whereas the purchase intention for non-luxury brand was higher in the indirect donation condition than in the direct donation condition. Conclusions - This research contributed to the CSR literature of retail brand management by showing that the influence of the donation type and the brand type on the purchase intention. Moreover, this study enriched CSR literature by introducing Stereotype Content Model and showing the mediating role of the consumers' perceived warmth. Managerially, these results suggested retail brand managers of non-luxury brand and luxury brand how to select an appropriate type of donation and conduct CSR strategies.

• Korean journal of communication and information
• /
• v.32
• /
• pp.295-332
• /
• 2006

This study inquires at behavior and attitude of gatekeepers at major Korean media in the process of selecting and covering newsmakers, with focusing on factors, paths and practices in making news on the people. The study assumes that gatekeepers' social networking process with social elites, based on birth places, alma mater and kinship, plays great role in making people in the news. The study applies methods of in-depth interviews with people-page gatekeepers and content analysis of news on newsmakers. The in-depth interviews and content analysis unveil that people-page gatekeepers tend to support high society and social elite group. Furthermore, through the process of news-making, the gatekeeper group shares social capital such as economic exchanges and socio-political influences with social elite group. The result of interviews and analysis confirm that social networking based on personal affiliation plays as an important factor in selecting and covering newsmakers. With in-depth analysis of news contents, the study finds out that social elite groups of top government officials, corporate CEOs, medical doctors, lawyers, judges, prosecutors, college professors, cultural celebrities and journalists, who are predominantly male, appear on people pages much frequently out of proportion. The content analysis also reveal that 'personal news,' which cover personal and private life or unilaterally promote newsmakers predominate in terms of frequency and amount over socially-important or pubic-interested 'public news.' In terms of news values, fragmentary news composed of sensational, personal and gossiping elements appear more frequently than socially-meaningful news with strong social issues and public messages.

• Management & Information Systems Review
• /
• v.32 no.3
• /
• pp.189-220
• /
• 2013

This article sheds light on how corporate social responsibility (CSR) perception influences organizational commitment through compassion, a mediator based on empirical data. In other words, we expect that CSR is related to team members' sense-making and then triggers changes affecting team members' attitude and behavior. Compassion plays a pivotal role in organizational life by attenuating others' pains at work. Scholars widely agree that compassion involves sympathetic consciousness of others' distress and sufferings, and caring for those others often in communicative or behavioral ways. Kornfield (1993) defines compassion as "the heart's response to the sorrow". We also define compassion as a response to other's suffering that an individual sees with the eyes of others, hears with the ears of others, feels with the heart of others, and takes actions that demonstrate his or her own compassionate acts. We also assume that CSR increases organizational commitment. According to our empirical data based on employees of 400 Korean companies, CSR perception is likely to positively influence compassion, which itself is likely to influence another dependent variable, organizational commitment. Our findings reveal a partially mediated effect, which causes CSR perception to influence organizational commitment through compassion. Finally, interpersonal justice serves as moderating elements in the relation of CSR perception and compassion whereas perceived organizational behavior has a moderating effect on both compassion and organizational commitment.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
• /
• v.14 no.4
• /
• pp.113-132
• /
• 2019

The degree of females' participation in corporate activity has been recently increased over the world and females' participation in economic activity may be new dynamic fuel for the Korean economy that falls into the vicious cycle of low growth. Start-up, therefore, has increasingly taken attention as an opportunity for females whose careers were interrupted to re-enter the labor market. The need for studies that examine factors influencing the decision of start-up is also increased along with the increase of the ratio of females' start-up. This study aims to verify effects of the women's characteristics(women discrimination, women's role conflict) and the human networks of females whose careers were interrupted, with the intention for entrepreneurial intention, which are mediated by personal attitudes and subjective norm suggested by Ajzen's Theory of Reasoned Action, based on an empirical research. The findings show that the human networks of females have an effect on attitudes toward start-up activity and subjective norm and the woman discrimination influence the personal attitudes. In contrast, the women's role conflict have no effect on both personal attitude toward start-up activity and subjective norm. This can be supposed as an outcome resulted from the subjects' low level of conflict caused by their sex roles, on their age distribution. The relation between subjective norm and entrepreneurial Intention seemed to be moderated by their perceived strong entrepreneurial supporting policy. Their attitudes toward start-up activity were found to have a mediating effect on the relation between the women discrimination, human networks and entrepreneurial Intention, while the subjective norm only mediated the relation between human networks and entrepreneurial Intention. Based on such results, this study attempts to suggest theoretical suggestions and the direction of various entrepreneurial supporting policy for the increase and the growth of start-up of females whose careers were interrupted, in Korea.