• Journal of the Korea Academia-Industrial cooperation Society
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• v.22 no.4
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• pp.99-107
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• 2021

To establish an effective performance appraisal system, ratee accountability is essential because it increases the likelihood of meaningful utilization of performance appraisal feedback. In the context of a multi-rater performance appraisal system, this study examines the effect of the ratee general accountability and accountability to the supervisor and peers on the ratee's intention to change behavior based on the performance appraisal feedback. This study further explored the moderating effect of perceived feedback specificity on the relationship between the ratee accountability and behavioral change intention. Hierarchical multiple regression analysis was conducted using the survey data from 153 employees in eight firms with multi-rater performance appraisal systems. The results showed that ratee general accountability was positively associated with the intention to change behavior. Furthermore, perceived feedback specificity attenuated the positive relationship between the ratee general accountability and behavioral change intention, which was the opposite of the hypothesized direction. The findings indicate the importance of managing and facilitating ratee accountability for implementing a multi-rater performance appraisal system. The result also emphasizes the critical role that performance appraisal feedback plays in motivating performance improvement by providing flexible, constructive advice and behavioral change strategies instead of inducing self-defense or justification.

• Korea Journal of Hospital Management
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• no.spc
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• pp.14-24
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• 2016

This study is to present current research state of the art in serviscape and performance in healthcare system. Previous studies related to serviscape in healthcare sector are explored with limitations. This study conducts a content analysis with literature reviews in order to synthesize previous studies into three branch constitution dimension of the serviscape presenting the service environment. This study provides a current research state of the art and a future direction in serviscape in healthcare sector. Study results provide serviscape, customer response, satisfaction, and behavior intention in terms of healthcare settings. The patients and hospital customers as well as hospital employees should share the service experiences of the good quality in a proper service environment so that the patients and customer can satisfy and revisit the hospital.

• The Journal of the Korea Contents Association
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• v.22 no.4
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• pp.13-27
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• 2022

This study focused on the role of service robots as employees, and examined how robot services affect customer behavior compared to human employees in service success and failure situations. The three experiments were performed on barista robot, serving robot, and chef robot. The results of this study are as follows. First, in the case of service success, customers showed similar intentions for revisit regardless of employee type. On the other hand, in the case of service failure, the revisit intention was found to be more negative than that of the human employee when the service was received from the robot employee. The reason for this was found to be that customers had lower expectations for the capabilities of service robots compared to humans. Finally, customers perceive that robot services are more stable than human services.

• Journal of Korea Society of Industrial Information Systems
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• v.15 no.4
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• pp.71-81
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• 2010

The purpose of this study is to examine the moderating effects of the Leader-member exchange(LMX) on relationship between the interpersonal conflict and turnover intention. Since effective management of IS personnel is important issue for the IS related researchers and practitioners since their turnover rate has been known to be high and skilled personnel have been in short supply. We develop the hypotheses from the prior studies and empirically testing them in the context of IS personnels from various companies located in vicinity of capital city of Korea. This empirical study show interesting results. Good leader-member exchange has the moderating effect on the management of interpersonal conflict level and drastic reduction of the turnover behavior. Based on the analyzed results, we discussed the theoretical implications and limitations.

• Journal of Distribution Science
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• v.11 no.2
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• pp.71-81
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• 2013

Purpose - The TOEIC test has been leading the change in the quality and the globalization of companies for about last 30 years. The TOEIC test is taken by about two million people each year and is used as a criterion to select new employees in companies or government offices, for performance ratings, and for overseas posting selections. Universities also use TOEIC test in various ways. Since the TOEIC test is used for the selection of new students for admission, transferring extra credits, scholarships, graduation certification, and admission of international students studying abroad, many universities all over the country provide students with TOEIC study lectures through their own language institutes. Despite the fact, there has been no research on the service quality or even the current situation of these institutes. Thus, this study aims to evaluate the factors that impact TOEIC lecture service quality and analyzes the effect of the expectation related to the education service quality and the result of education on intentional behavior. Research design, data, methodology - Data was collected by administering a survey to current TOEIC students from different university language institutes. The survey questionnaire comprised of a five-point Likert scale. The demographic analysis was conducted using the frequency analysis method and the factor analysis was conducted to verify the validity of questionnaire over any variable. The reliability analysis was conducted to verify the reliability of the results. Besides, multiple regression analysis, regression analysis, and mediated effect verification were also conducted. For education service quality, four different independent variables such as reliability, response, conviction, and sympathy were considered using the SERVQUAL survey model. Based on the research models, the study hypotheses below were formulated in order to recognize an effect relationship between the variables. The four hypotheses are, "the hypothesis on education service quality and TOEIC study result expectation," "the hypothesis on education service quality and behavioral intention," "the hypothesis on study result expectation and behavioral intention," and "the hypothesis on study result expectation and mediated effect." Results - The results are as follows. First, the factors like response, conviction, and sympathy have a positive influence on TOEIC study result expectations. Second, the TOEIC study result expectation has a positive influence on the factors of behavioral intention such as re-sign up, positive word-of-mouth, "loyalty towards school." Third, it was verified that the mediated effect on behavioral intention was influenced by education service quality at university foreign language institute, while the study result expectation has only a partial mediated effect. Conclusions - The implications of this study are summarized as follows: First, it suggests a new research model for the effect of the expectation related to the education service quality and the result of education in the university language institutes on the behavioral intention. Second, it has established a relationship between the education service quality and study result expectation by verifying the mediated effect on them.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.11
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• pp.253-263
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• 2018

This paper examined the U-shape curvilinear relationship between team level conflict management and individual level turnover intention by using exit-voice theory, bandwagon effect, and social loafing theory. In addition to the non-linear relationship between team-level conflict management and individual-level turnover intentions, we also examined how trust in leaders has a moderating effect on this relationship. The samples were collected from a South Korean manufacturing company with 331 team members from 48 teams and items were measured twice to avoid common method biases. The intercepts-as-outcomes model of hierarchical linear modelling was conducted to verify the hypothesis. Results supported the cross-level curvilinear hypothesis which indicated that employees' turnover intention sharply decreased if the activeness of group conflict management was small and increases slightly, but this tendency moderated as activeness increases. After passing the lowest point, their turnover intention increased in the end. However, the moderation effect of trust in leader on this relationship was not statistically significant and hypothesis 2 was rejected. This paper explained the effects of group dynamics of conflict management on individual turnover intention. Such evidence may elucidate the importance of managing the social loafing behavior on conflict management process. This paper examined the sequential, multi-level, and curvilinear relationship between conflict management and turnover intention. Organizations and managers will benefit from avoiding the human resource loss by managing the conflict management process.

• The Journal of Society for e-Business Studies
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• v.16 no.4
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• pp.33-51
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• 2011

This research derived the influencing factors for employees' compliance with the information security policy in organizations on the basis of Neutralization Theory, Theory of Planned Behavior and Protection Motivation Theory. To empirically analyze the research model and the hypotheses, data were collected by conducting web survey, 194 of 207 questionnaires were available. The test of causal model was conducted by PLS. Reliability, validity and model fit were found to be statistically significant. the results of hypotheses tests showed that seven ones of eight hypotheses could be accepted. The theoretical implications of this study are as follows : 1) this study is expected to play a role of baseline for future research about employee compliance with the information security policy, 2) this study attempted interdisciplinary approach through combining psychology and information system security research, and 3) it suggested concrete operational definitions of influencing factors for information security policy compliance through comprehensive theoretical review. Also, this study has some practical implications. First, it can provide the guideline to support the successful execution of the strategic establishment for implement of information system security policies in organizations. Second, it is proved that the need for conducting education and training program suppressing employees. neutralization psychology to violate information security policy should be emphasized in the organizations.

• Journal of Convergence for Information Technology
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• v.10 no.2
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• pp.167-175
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• 2020

This study look at the types of conflict that can be the biggest cause of hospital staff turnover, and the project was to provide useful information for stable manpower management of hospital organizations by identifying the factors of can alleviate turnover. The research method collected survey data for administrative and nursing staff from September 16, 2019 to September 30, and conducted t-test, ANOVA, Pearson χ², Regression analysis. According to the analysis, more than half of the respondents said they would relocate if Don't have anything to get from hospital. Factors affecting the Current turnover intention of Administration staff were Superior's egocentric remarks and action, and Unclear job instruction. And Nurses were Superiors' egocentric remarks and action, and Dismissive behavior and unpleasant remarks. Thus, the need to examine organizational culture at the organizational level and organizational culture at the department level was raised.

• The Journal of the Korea institute of electronic communication sciences
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• v.17 no.5
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• pp.913-926
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• 2022

As information is recognized as a core competency of organizations, organizations are increasingly investing in policies and technologies for information security(IS). Recently, as information exposure accidents by people have occurred continuously, interest in IS behaviors of organization insiders is increasing. This study aims to confirm the effect of the IS environment and support structure established by the organization on the intention of individuals to comply with IS. We conducted a survey of employees in organizations with IS policies and tested the hypothesis using the structural equation of AMOS 22.0 and Process 3.1 using 421 samples. As a result of the analysis, authentic leadership and justice climate, which are factors that build an IS environment, and communication and feedback, which are factors supporting IS compliance, have a positive effect on employees' compliance intention. In addition, authentic leadership, punishment, communication, and feedback were found to reinforce the positive impact of IS justice climate. As the study suggested the overall structural design direction to be pursued to reinforce insider's IS behavior, and the results help to achieve the IS goal.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.17 no.7
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• pp.154-164
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• 2016

This study analyzed the determinants of the turnover intention of emotion workers and recent social issues. In particular, this study examined whether the factors that determine the turnover intention affect the quality of service. The job characteristics of emotion workers were set up as an independent variable, and the job environment, organizational culture, such as emotional labor and how it affects the workers' behavior were investigated. How the independent variables influence the turnover of workers was investigated to mediate the emotional job satisfaction. The subjects were primarily targeted by the emotions of the workers engaged in large service accommodation, Kangwon. Among the environmental factors, the job characteristics and job duties are diverse factors and internal and external factors that can affect the compensation turnover intentions. Organizational culture as a factor was the human resources culture, open culture systems, and the hierarchical cultural factors affecting turnover intention. Among the emotional labor practices that also affects the surface of conduct, sincere acts influence the turnover intention. In addition, a one hypothesis testing job satisfaction was mediated by several factors with an impact, such as job diversity. Future empirical research should examined whether temporary full-time is an independent variable factor that can achieve a more fruitful conclusion.