• 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.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.18 no.11
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• pp.556-563
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• 2017

The purpose of this study is to verify the difference of importance-performance about human right of social worker who works in housing facilities of the disabled. Based on our result, we suggest strategies to implement human rights for the disabled. We collected data from 344 social workers in Busan. We analyzed descriptive statistics, and employed T-Test and Importance-Performance Analysis. Results found the importance level was higher than the performance level of human rights for the disabled. Second, agreement of residential space open and vote right guarantees, the importance level was higher than performance level. Items, excluding ensuring religious activities, prohibiting corporal punishment, strengthening the facility monitoring system and improve facility environment and strengthen program, featured a higher performance level than the importance level. Third, based on the IPA analysis, we derived action strategies for each IPA analysis matrix. We examined 10 items, including free communication included in the first quadrant, improvement of facilities management policy in the second quadrant, prohibition of corporal punishment and strengthening of facility monitoring system in the fourth quadrants.

• Journal of Korean Academy of Nursing
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• v.18 no.1
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• pp.5-18
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• 1988

Herzberg and his associates concluded from their findings that job satisfaction consisted on two independent dimension ; the first dimension was related to job satisfaction, the second to job dissatisfaction. According to the Herzberg theory, the satisfiers are related to the nature of the work itself and the rewards that flow directly from the performance of that work. The dissatisfaction factors are associated with the individual's relation to the context or environment in which he works. The purpose of this study was to investigate selected factors which result in job satisfaction / dissatisfaction of nurses employed in general hospital. In a study of this nature, it is important that the population be as homogenous as possible in order to reduce the effects of the different environments and backgrounds on job satisfaction. A job satisfaction questionnaire developed by Slabitt et als. was used for this study. It contains 45 statements and utilizes a Likert type scale of 5. Participants were asked to select response which were congruent with their perceptions of the item. It was decided to conduct the study in one general hospital in Seoul. A sample of 505 clinical nurses were selected to participate in this study. The results of this study were as follows ; 1. The overall mean score for the 45 five-point scales of job satisfaction items was 2.945, showing that the subjects of this study were neither satisfied nor dissatisfied. 2. To identify the specific job related factors that result in Job satisfaction / dissatisfaction, the 45 items of job satisfaction were divided into 6 areas and the mean scores and % of agreement were compared. The specific job related factor that resulted in job satisfaction was the job status and those that resulted in job dissatisfaction were salaries, task requirements and organization requirements. But the areas of autonomy and interaction did not belong to either side of the specific job related factors. 3. To identify the relationship between the job satisfaction and the subject's general characteristic, data was analyzed using the t-test and the Pearson correlation coefficient. It was found that the relationship between the job satisfaction and the request for rotation and intention to remain on the job were statistically significant at .05 level, but the relationship between the job satisfaction and age, work experience, and educational background were nor statistically significant at the .05 level.

• Journal of the Korea Fashion and Costume Design Association
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• v.16 no.3
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• pp.201-217
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• 2014

There is likely to be a fit problem when women aged in their 30s-40s purchase down-age clothing from brands that target women in their 20s. To identify the part of the lower body that causes the fit problem, the sizes and types of lower body of women in their 30s-40s were compared with those of women in their 20s. The data for this study was from the 2010 Size Korea survey of body measurements of 1675 female adults in their 20s-40s. To examine differences in the average sizes of the lower body between women in their 20s and 30s-40s, descriptive statistics and t-tests were conducted. Factor and cluster analysis were used to classify body types by age groups. On the whole, compared to women in their 30s-40s, women in their 20s were found to be higher for all height items and smaller for size, thickness and width items. The result of the Glycemic index analysis showed that the body type of women in their 20s was generally larger than that of women in their 30s-40s. In addition, women in their 20s had a large drop value compared to those in their 30s-40s, whereas flatness of body cross section was bigger in the group of women in their 30s-40s. Four factors related to the lower body type of female adults in their 20s-40s were identified in the factor analysis, and three categories of body type were identified by cluster analysis. A Type 1 individual had abdominal obesity and chubby lower limbs, Type 2 had short legs and slightly chubby lower limbs, and Type 3 had long legs and a skinny lower body. A significant number of women in their 30s-40s were included in the Type 1 group, which was the least common category for women in their 20s.

• Journal of Distribution Science
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• v.14 no.7
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• pp.91-100
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• 2016

Purpose - Recently actively growing franchise systems distribution channel system in which franchise headquarter compared with franchise occupies an important place in distribution channel. Due to this, franchise and franchise headquarter are interdependent on task and in this situation the goal they go after, motivation and objective are probably inconsistent. If so, possibility to participate goal setting process or operating activity of opposite side is becoming bigger and in the end conflict may generate. The purpose of this study is to examine the role of the supervisor's attitude and expertise as moderating factors in the relationship between goal-incongruity/coercive power/role-incongruity and the conflict perceived by franchisee. Research design, data and methodology - This study was intended to verify how the supervisor's attitude and expertise as moderating factors in the relationship between goal-incongruity/coercive power/role-incongruity and the conflict perceived by franchisee. In order to achieve the purpose of this study, some study models and hypotheses have been established through theoretical examinations. Then, using these scales, the researcher completed the questionnaire survey. To test our hypotheses, the survey was conducted from March 9, 2016 for 20 days by random sampling, The study was implemented through a descriptive survey method using a self-administered questionnaire. A survey of 124 restaurant franchisee across Seoul and Gyeonggi Province was performed. A total of 124 completed responses were analyzed. In this study, I used SPSS 22.0 to analyze data and did frequency analysis to see demographic, and general features of the respondents; also did exploratory factor analysis to examine the validity of the items of measurement. Factor analysis was first calculated at a minimum, the number of factors, principal component analysis used when variables are committed to maximising the information with (principle component analysis) and the rotation of factors were angry about the great variable factors than 1.0 by applying Varimax rotation. In addition, I used the value of Cronbach's (Alpha) to examine the reliance of questionnaire items, final analysis the reliability factor can be found both high reliability hayeoteumeuro exceeds over 0.6 and did Multiple regression analysis to test hypothesis and also did hierarchical regression analysis to examine moderating effect. Results - To analyze the proposed model, according to the analysis result, it was found that the influence of goal-incongruity, coercive power, and role-incongruity on the perceived conflict of franchisee is moderated by the supervisor's attitude and expertise. That is, the more the supervisor's attitude and expertise were positive, the more the conflicts of the goal-incongruity, coercive power, and role-incongruity were decreased. It also confirmed previous research's finding that goal-incongruity, coercive power, and role-incongruity positively influence on the conflict. Conclusions - According to the results of this research which reduces the conflict of franchise from the in consistent goal; coercive power, and inconsistent role of superiors, it provides very important implications for franchise headquarter which has franchise system and also give them some suggestion about how to recruit superiors and what kind of training may be fit for the superiors.

• Journal of Korean Academy of Nursing
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• v.31 no.2
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• pp.304-314
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• 2001

Major purposes of this study were to investigate the administration patterns of analgesics and sedatives in SICU and to identify the factors influencing the use of prn analgesics and sedatives by ICU nurses. The sample of this descriptive study was 50 adult patients in SICU and 53 ICU nurses. Patient's medical records were reviewed to investigate names, doses, the routes of administration, the interval of administration, and the type of prescription of sedatives and analgesics administered. Study medications were narcotics, hypnotics, and antipsychotics. To identify the factors influencing the use of prn analgesics and sedatives, 53 ICU nurses checked 9 items, and rank them from first to fifth. The selection of items was based on the previous studies and the experience of the investigator. The results of the study are as follows: 1. The mean age of the subjects was 53 years, 24 patients out of 50 subjects had received mechanical ventilation therapy. Most of the patients received neurosurgeries and abdominal surgeries. 2. For 4 days, 13 total study medications and combination of these were administered to the patients. Commonly prescribed drugs were Ketoprofen and Midazolam. Twenty six to fourty two percent of the patients did not receive any drugs for at least one day during the four days. 3. On the average, the study drugs were administerd 1.4 to 2.6 times per day during 4 days. 4. More than 50 percent of the prescription was as-needed (prn) except those of the POD 3. Fourteen percent of the patients did not have any prescription for sedation and pain control after surgery. 5. Examination of the frequency of sedatives and analgesics bolus administration revealed that a greater number of doses were given during daytime (from 7 am. to 7 pm.) than nighttime (from 7 pm. to 7 am.). The difference was significant at Alpha, .05. 6. First factor that most influenced nurses to administer sedatives and analgesics for intubated patients was the evaluation of patient's vital signs (51%). For non- intubated patients, the factors that nurses considered important were the patients' complaints of pain (64%) and evaluations of patients' vital signs (23%). In conclusion, the results of this study indicate that patients in SICU might not receive enough analgesics and sedatives to feel completely free from pain during the post operational period. Future study should be focused on the evaluation of the adequacy of current practice for pain and anxiety control in terms of the SICU patient's response.

• Journal of Korean Academy of Nursing
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• v.29 no.3
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• pp.625-638
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• 1999

The purpose of this study was to identify the relationships among health promoting behaviors, Health Locus of Control(HLOC), and response patterns to HLOC in Korean elderly. The sample was composed of 162 healthy elderly ranging in age from sixties to eighties. The instruments for this study were modified Health Promoting Lifestyle Profile (45 items, 4 scales), and Multidimensional Health Locus of Control (18 items). For the in data analysis, SPSS PC$^{＋}$ program was uilized for descriptive statistics, Pearson correlation, t-test, ANOVA and Stepwise multiple regression. The results of the study are as follows : 1. The total mean score for the HPLP was 2.411 (range 1-4), and the mean scores on the subscales were 3.324 for nutition, 2.709 for interpersonal support, 2.495 for exercise,2.225 for health responsibility, 2.205 for self actualization, 2.026 for stress management. 2. The mean scores for the HLOC in the elderly were HLOC-I : 23.531, HLOC-P : 21.914, HLOC-C : 18.667. 3. The response patterns of the HLOC identified eight types, pure internal, pure powerful others, pure chance, double external, believers in control, yea sayer, nay sayer and complex control. The “believers in control” was the largest group (22.8%), and “yea sayer” was the next largest group(17.9%). The “nay sayer”(5%) was the smallest group. 4. Demographic variables, such as education, economic status, religion and the perception of the health status showed strong connections to health promoting behaviors. 5. The HLOC-I and health promoting behavior were correlated positively(r＝.165, P＝.017), but the HLOC-P, the HLOC-C and the health promoting behavior were not correlated at the level of statistical significance. 6. There was not significant difference in health promoting behavior depending on the response patterns of the HLOC(F=1.171, P=.108). But, there were significant differences in two subscales of health promoting behavior exercise (F=3.279, P=.002), and stress management (F=3.165, P＝.003). 7. Education, the perception of the health and economic status explained 21.0% of the variance for health promoting behaviors. These results suggest that several demographic factors are important factors in predicting the level of health promoting behaviors in elderly. So to enhance the health promoting behavior, nurses should use the different nursing strategies depending on the demographic characters of the elderly.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.15 no.3
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• pp.1650-1662
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• 2014

This study aimed to develop smartphone application contents for the medication reconciliation of high-alert medications and to evaluate the satisfaction for this application. The xcode 4.5 and ios 6.1 SDK(software development kit) were used for constructing screen of the system. After implementation during 4 weeks, thirty five ICU(Intensive Care Unit) nurses were asked function related, contents related, and usage related satisfaction using 12 items. And differences of satisfaction according to the number of daily use and the frequency of use were evaluated. Data were analyzed using descriptive analysis, ANOVA with the SPSS 18.0. We developed the formula for drug dosage calculation, the alarming procedure, and the information of the high alert medication. In the satisfaction items, the mean score of 'This application is helpful to perform drug dosage calculation' was 3.14. However, 'I satisfy this application' was relatively low as 2.94. There were no differences in satisfaction according to the daily use and frequency of use. Based on the results of this study, more advanced smartphone application for medication reconciliation of high-alert medications will provide an important platform for patient safety.

• Journal of Hospice and Palliative Care
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• v.12 no.3
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• pp.147-156
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• 2009

The purpose of this study was to assess the level of resilience to burnout and work satisfaction of hospice volunteers. Methods: Participants included 235 regular volunteers at hospice facilities of two university hospitals and four general hospitals located in Busan. The study instruments were the scale of resilience to burnout and work satisfaction. The scale of resilience to burnout consisted of six dimensions (professional competency, accomplishment and worthiness, firm belief and value about their profession, good teamwork, support by their agency, and individual resources) and 31 items which were rated on a 5-point Likert scale, whereas the scale of work satisfaction consisted of 6 items which were rated on a 5-point Likert scale. Data were analyzed by descriptive statistics, t-test, ANOVA, Tukey and Pearson's correlation coefficient. Results: The mean score of resilience to burnout and work satisfaction of participants were 3.59 and 3.69, respectively. The highest and lowest scores of resilience to burnout were individual resources (3.81) and accomplishment and worthiness (3.36). There were significant differences in resilience to burnout scores, depending on religion, health status, type of hospice facilities, and period of volunteer experience. There were significant differences in work satisfaction scores, depending on gender, religion, education level, health status, and type of hospice facilities. Conclusions: Continuous education and efficient management need to be developed to improve the level of resilience to burnout and work satisfaction of hospice volunteers.

• Journal of Hospice and Palliative Care
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• v.3 no.1
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• pp.60-73
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• 2000

Purpose : The purpose of this study was to describe a total pain model in patients with terminal cancer and to identify factors relating to total pain using the Twycross Pain Management Model, which included physical, psycho-social and spiritual pain. Method : The study was a retrospective descriptive study. The first stage included 87 patients who received hospice service at Y hospital in 1997. The second stage included five model patients who suffer severe pain as selected by the four hospice nurses. Data collection was from 1) chart analysis and 2) in-depth interviews with the hospice nurses about their selected patients. Data analysis was performed using SPSS-WIN and content analysis. Result : 1) The main problems of 3 patient with terminal cancer were pain(77%), constipation (25.3%), family coping(35.6%), psycho-spiritual distress(17.2%)and other symptoms. 2. The Twycross model was a useful model. However, new items were added; loneliness, depression, and no improvement in condition as depression factors. In anger, new items were anger due to family neglect, at God and in relationships. The case studies identified the followsing; 1) Patient suffer from physical pain as well as multiple other symptoms when cancer is advanced. 2) Body concept, role change, threat to self concept, fear of pain, fear of death, anxiety, family conflict, financial burden, spiritual distress, hope for a cure, are all affected. Conclusion : 1) It is believed that the Twycross model is useful but further tests and revisions are necessary for deciding priorities in the care plan. 2) Pain management must improve culturally appropriate and family support, psychological, spiritual care are imperative for patient with terminal cancer. 3) Further study is recommended to test correlations of depression, anxiety, spiritual distress and family coping using valid instruments. A qualitative study on the spiritual journey of the patient with terminal cancer is also recommended.