• Management & Information Systems Review
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• v.31 no.4
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• pp.445-467
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• 2012

Service is delivered to customers through interactions between service personnel and customer that will influence encounter outcomes. During service encounter, physical, psychological, emotional elements will be put into the service delivery. Thus, the purpose of this paper was to understand the rapport in hospitality & service encounter and examine the relationship between service provider's interaction, customer's participation and relationship belief. The research findings indicated that service provider's interaction and customer's participation were positively related to rapport. Furthermore, rapport which a customer feels from employee was found to contribute greatly to successful relationship beliefs with customers.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.11
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• pp.402-415
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• 2019

This study explores the effect that unresearched organizational conduct has on employee engagement (job immersion) as a cause variable and the results from it. Major results identified in an empirical analysis are as follows. First, the main causes of organizational citizenship behavior (such as altruism, conscientious behavior, moral behavior, participatory behavior, and fair play) are shown to not affect job immersion. In other words, conscientious, participatory, and fair behavior affects job immersion, with participatory behavior having the greatest impact. Second, employees' concentration in an organization was only affected by participatory behavior and fair play behavior from among the factors of organizational citizenship behavior, only more so. That is, it has been shown that some of the causes of organizational citizenship behavior, including participatory behavior and fair play behavior, affect employee inter-behavior, and some of them are more influential than others. Third, the only factor that influences the intention to switch jobs among the organizational citizenship behavior is participatory behavior. In other words, altruism, conscientiousness, politeness, and fair play behavior do not affect the way people move from job to job. Participation in organizational citizenship behavior and fair play may affect employee inter-behavior, and the more influential participatory behavior may also affect the intention to relocate.

• Management & Information Systems Review
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• v.36 no.4
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• pp.187-209
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• 2017

Service industry performance and competitive advantage depend on the attitudes and behavior of customer service employees who produce and deliver services through contact with customers. Most studies on customer service employees so far have concentrated on kindness, attitudes, or benefits. This study focuses on the increasing importance of customer service employees and intends to study them from the viewpoint of human brands that recognize customer service employees as a brand. In addition to the role of the employee at the service contact point, the customer participation behavior affects the interaction process with the customer service employee. Ultimately, customers could no longer be excluded from control to improve service quality. This study based on theory that the human brand characteristics of the customer service employees lead the customer's participation, which has a positive effect on the relationship with the service brand and the service brand attitude surveyed and analyzed customers who use service brand. This study is summarized as follows. First, the relationship between the service brand and the customer is examined. Second, this study also expands prior studies by examining the human brand characteristics of customer service employees and customers' willingness to participate in providing information on the impact of the consumer-brand relationship. The results of the study indicate that among the customer service employees' human brand characteristics reliability, familiarity, and empathy were found to affect the relationship between customers, the service brand, and the attitude toward the service brand the most. This study provides important implications for theoretical and practical strategies by examining the qualities and characteristics of customer service employees, which are the most important agents of marketing.

• Journal of the Korean Institute of Educational Facilities
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• v.19 no.2
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• pp.41-50
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• 2012

This study aims to analyze chlidcare philosophy and the architectural characteristics of communal childcare cooperative nurseries(parent cooperative childcare facilities), and also to examine their mutual relationship. The communal childcare cooperative is an ideal childcare method to break away from employee-supported childcare system and cooperatively solve childcare problems in the family community system. The child-rearing philosophy of the communal childcare can bring spontaneous and creative development amidst 'daily life' and 'play' by switching from knowledge and skill-oriented education and puts an emphasis on physical environments in child's growth. The features of architecture related the childcare philosophy derived from this study are as follows: the way of participation and self-help, the extension of spatial scope and focuses on outside space, architecture of house-like residence rather than educational facility, spatial 'overlapping' focusing on transitional space and multi-purpose space rather than spatial partitions, the pursuit of creativity through play is realized in the incompletion and unspecification of space evolving over time.

• Industry Promotion Research
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• v.5 no.1
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• pp.47-52
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• 2020

In this study, parallel work-learning training, which was started in 2013 as a pre-employment promotion policy, is an important factor that determines the success or failure of training. As a time when various institutional supplementation is needed to encourage company participation, this study is to identify the factors of participation of companies participating in work-learning parallel. To this end, a questionnaire survey was conducted of companies participating in parallel work-learning in Chungnam, and the results were analyzed using the structural equation model. As a result of the study, the reason for the company's participation in parallel work-learning was firstly, 84% of government subsidy received education and training expenses. Second, 66% of workers were able to pay less than regular workers, and thirdly, it was easy to hire new employees in the field. 26%, 17% of them were invited by acquaintances for no particular reason. Therefore, the study suggests that participation in the work-learning parallel training contributes to the management costs, management of employee turnover, and human resource development. In future research, it is necessary to subdivide tests and estimates by conducting studies on regions, occupations, gender, wages, and years of service in Korea.

• The Research Journal of the Costume Culture
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• v.22 no.1
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• pp.55-72
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• 2014

The purpose of this study is to identify the key decision-making variables that lead fashion company employees to participate in the fashion education programs offered by university lifelong education centers. This study also examined the education satisfaction level and preferred education method and evaluated a university lifelong education program by surveying a fashion company employees who completed a fashion education program. As decision making variables, this study included participation purposes, obstacles, and evaluation criteria. While questionnaires were used to identify the decision making variables, education satisfaction level, and preferred education method, focus group interviews were used to evaluate the university lifelong education program. The findings showed that the respondents enrolled in the program mostly because of personal motivations and considered the workload and time limitation as participating obstacles. They considered educational content as the most important evaluation criteria for participating in the program and were highly satisfied with the program they completed. This study suggests how university lifelong education centers may structure their fashion education programs to better appeal to the employees of fashion companies.

• Journal of Korean Society for Quality Management
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• v.23 no.1
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• pp.142-151
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• 1995

Since management innovation has been practiced only in the large entrepreneur, its application to small business seems to be very difficult. However, if the participation of all employees was properly provided, management innovation could be applied to every size of business with no difficulty or problem. Management innovation can be simply defined as an innovation in consciousness of entire employee to achieve a new target within the short period. Management innovation is not easy indeed, but may be obtained through the regimentation of each member's manpower in the small business. Through the goal setting and proper steps for the goal, management innovation can be obtained. Five S movement may be one of the basic step in the achievement of management innovation. Several factors that can affect the management innovation were reviewed and applied to small business in this study. The purpose of the study is in the settlement of business culture by the application of business innovation.

• Journal of Korean Society for Quality Management
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• v.41 no.1
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• pp.95-108
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• 2013

Purpose: The purpose of this study is to identify the impact of TQM dimensions through service recovery justice on service quality and customer satisfaction. Methods: This study employed structural equation modeling methodology analyzing 265 samples collected. Results: This study found that TQM related factors had positive influence on service recovery justice in general. In specific, top management leadership and employee participation are the most important factors for the service recovery justice. Conclusion: This study reveals that service recovery justice has the positive impact on both service quality and customer satisfaction.

• Journal of the Korea Safety Management & Science
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• v.12 no.4
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• pp.239-246
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• 2010

The purpose of this study is looking for the effects of innovation on business performance in Korean SMEs. We were able to obtain participations of 169 questionnaire, and derived statistics by means of SPSS/PC version 15.0 and AMOS. In this study we found that employee's quality mind and organizational supports for company innovation activities are significant to product innovation and process innovation. The reason is easy to adoption and participation in the innovation for all the members of the staff. As a statistical result, the research conduced that both product innovation and process innovation largely affects the business performances increase.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.17 no.2
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• pp.39-60
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• 2006

This study can realize customer satisfaction by planning in the advance and progresses event to business relation employee and event host and event participation customer of banquet event and mutually between in preparation checking process understand and I wished to explain that revisit is high. Specially, customer discovered that they are more satisfied to enfilade circle when banquet event preparation, progress recognized higher quality of service by plan. Furthermore, was expose that customer satisfaction for enfilade won improves relation quality because constructs trust about enfilade circle and banquet event, and customer loyalty degree to banquet hall. These study finding is presenting suggestion point of inside marketing that can affect to Saengjone of tissue because enfilade circle satisfaction can influence in customer possession in view of plan checking for enfilade won. Therefore, studied relation that exert effect that customers who use banquet event in this study are some in contents and customer satisfaction of plan, customer revisit that is late.