Relatively little studies have investigated employee recovery from internal service failure, especially from the employees' perspective. When handling customer complaints, employees must not only deal with legitimate customer demands after a service failure, such as providing an apology, rectifying the problem, and offering compensation, but they must also manage illegitimate dysfunctional customers, who may yell, threaten, and even physically harm the employee. These negative experiences can have strong effects, and employees can exhibit higher levels of stress such as burnout and emotional labor, which have been linked to dissatisfaction, tension and anxiety, reduced performance and effectiveness, and a greater propensity to leave the firm, ultimately leading to negative financial consequences for the firm. These conditions result in internal service failure and create the need to recover employees-in other words, internal service recovery. However, little research has examined this issue so far. The purpose of the current study, therefore, is to investigate the relationship between internal service recovery and employee outcomes. A pre-test, post-test between-subjects experimental design was developed. Participants were 166 part-time students who were working full-time. The average age of the participants was 36.74 years, and 57.50% of them were female. The average length of employment was 13 years. Participants were randomly assigned to one of four groups of approximately equal size. Three of the groups were subjected to an experimental situation involving an internal service failure, while one group was not exposed to failure, thereby acting as a control group. This study contributes to the service marketing literature in several ways. First, the study extends service failure and/or recovery research by examining recovery in an employee context. Second, this study attempts to measure internal service recovery and to empirically demonstrate its relationship to employee outcomes. Third, this investigation emphasizes the managerial importance of internal service recovery. For example, understanding the nature of the relationships between internal service recovery and its consequences can improve the effectiveness and efficiency of managers' resource allocation decisions.
Purpose: The purpose of this study was to analyze the trends and characteristics of infection-related patient safety incident reporting before and during the coronavirus disease 2019 (COVID-19) pandemic in Korea, and to provide basic data for preventing infection-related patient safety incidents and improving their management. Methods: A cross-sectional analysis of secondary national data (Patient Safety Reporting Data) was conducted. In total, 517 infection-related patient safety incidents reported from 2018 to 2021 were analyzed. Changes in the number of reports before and during the COVID-19 pandemic and differences in variables related to infection-related patient safety incidents were analyzed using the chi-square test and independent t-test in SPSS 29.0. Results: This study found that infection-related patient safety incidents decreased during the COVID-19 pandemic compared to before the pandemic. Furthermore, incident-related characteristics, such as the type of healthcare organization, severity of harm, and post-incident actions, changed during the COVID-19 pandemic. Conclusion: The many changes in the infection control system and practices during the COVID-19 pandemic may have contributed to a decrease in the reporting of infection-related patient safety incidents. It is hoped that longitudinal studies on patient safety incidents related to the pandemic and analytical studies on factors influencing patient safety incidents will continue to be conducted to prevent and improve patient safety incidents.
Sajjad S. Fazel;Shelby Fenton;Nicole Braun;Lindsay Forsman-Phillips;D. Linn Holness;Sunil Kalia;Victoria H. Arrandale;Thomas Tenkate;Cheryl E. Peters
Safety and Health at Work
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v.14
no.1
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pp.43-49
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2023
Background: Messaging surrounding skin cancer prevention has previously focused on the general public and emphasized how or when activities should be undertaken to reduce solar ultraviolet radiation (UVR) exposure. Generic messages may not be applicable to all settings, and should be tailored to protect unique and/or highly susceptible subpopulations, such as outdoor workers. The primary objective of this study was to develop a set of tailored, practical, harm-reducing sun safety messages that will better support outdoor workers and their employers in reducing the risk of solar UVR exposure and UVR-related occupational illnesses. Methods: We adapted a core set of sun safety messages previously developed for the general population to be more applicable and actionable by outdoor workers and their employers. This study used an integrated knowledge translation approach and a modified Delphi method (which uses a survey-based consensus process) to tailor the established set of sun safety messages for use for outdoor worker populations. Results: The tailored messages were created with a consideration for what is feasible for outdoor workers, and provide users with key facts, recommendations, and tips related to preventing skin cancer, eye damage, and heat stress, specifically when working outdoors. Conclusion: The resulting tailored messages are a set of evidence-based, expert- approved, and stakeholder-workshopped messages that can be used in a variety of work settings as part of an exposure control plan for employers with outdoor workers.
International journal of advanced smart convergence
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v.12
no.2
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pp.76-83
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2023
Squatting of agricultural work can cause musculoskeletal disorders due to excessive pressure and rotational force on the knee joint In order to improve the assistive chair used in squatting agricultural work so that it can be used in a narrow groove, it is intended to improve the musculoskeletal harm of squatting work by attaching a spring on the assistive chair. Therefore, in the presenty study, 3D drawing was done using ProEngineer (3D), and a mock-up was produced and tested. Using pro-Engineer, it was judged that it was rare for plastic to be broken by a spring, so the analysis was conducted with a focus on springs. It was found that the structure that can absorb the shock according to the rigidity of the tape spring and balance the body is that the power to withstand the load of the weight is distributed as a whole when five springs are used. Electromyography was measured using ME600 (Mega Electronics, Finland) Measuring equipment attached to the waist, thighs, calves, and shins. EMG values were measured and compared with the prototype in two ways, when the worker did not wear the product and when he wore an existing product on the market. As a result of the experiment when using the prototype, the maximum EMG value for each part is considered to be helpful in preventing musculoskeletal diseases as the amount of muscle used is reduced in the waist, thighs, calves, and shins.
OECD MNE Guidelines ('OECD Guidelines') was set forth in 1976 as a form of annex to the OECD Declaration on International Investment and Multinational Enterprises. The objective of the OECD Guidelines is to fulfill the implementation and adoption of the Responsible Business Conduct ('RBC') among the adhering states. To further the effectiveness of the OECD Guidelines, OECD, specifically the Investment Committee of OECD, has utilized National Contact Point ('NCP') structure. According to the Procedural Guidance annexed to the OECD Guidelines, peer learning is prescribed as an important tool for promoting and facilitating the implementation procedures of the OECD Guidelines. This paper, inter alia, is mainly focusing on the peer review mechanism applicable to NCPs because negative assessments by peers are likely to harm Korea's state image and entail international criticisms even though such reviews are conducted voluntarily. In addition, the Working Party on Responsible Business Conduct ('WPRBC') decided to have a peer review of Korean NCP in 2019. This paper first outlines the meaning and current applications of the peer review mechanism, and then analyzes specific peer review cases conducted in Denmark and Belgium in 2015, and in 2016, respectively. Lastly, based on the issues handled in the peer review reports on the above states, this paper makes a few recommendations for Korean government to prepare the peer review scheduled in 2019.
In this study, the effect of reducing and increasing factors in relationship conflict on the relationship exit between auto parts suppliers and buyers was analyzed based on transaction cost theory and relational exchange theory. As a result of the hypothesis test, Hypothesis 1, which states that relationship commitment will hurt relationship exit, and Hypothesis 3 that replacement will harm relationship exit were supported. In addition, Hypothesis 2 which states that transaction-specific investment will positively affect relationship exit was not supported. The theoretical and practical implications of this study are as follows. This study has identified the antecedents of relationship exit by comprehensively applying the transaction cost theory and relational exchange theory. In addition, this study can identify what a company should manage specifically to lower conflict and relationship exit by identifying the antecedents of relationship exit. The limitations of this study and the directions for future studies are as follows. First, not all of the antecedents of relationship exits between auto parts suppliers and buyers have been extensively investigated in the viewpoint of the transaction cost theory and relational exchange theory. In the future, it is necessary to identify additional factors. Second, the study was conducted only from the supplier's viewpoint. In future studies, it is expected that more accurate research results can be obtained by simultaneously examining the supplier's point of view and the buyer's point of view.
In order to explore the impact of gender in the effects of age, temperament, and parenting on preschoolers' psychosocial problems, 339 preschoolers, 3-5 year old, were assessed using parent report measures of externalizing and internalizing behavior problems, temperament, and parenting. The results of ANOVA and hierarchical regression analyses are as follows. First, the main effects of age and gender for externalizing problems and the interaction effect of age and gender for internalizing problems were significant. Second, the important predictors of preschoolers' internalizing and externalizing problems were different by gender. In boys, Novelty Seeking(NS), Harm Avoidance(HA), and hostile parenting significantly predicted both problems. In girls, NS, HA, and warm parenting significantly predicted both problems. In addition, girls were more strongly influenced by parenting whereas boys were more influenced by their temperaments. The results of this study highlight some important suggestions for prevention strategies for preschoolers' behavioral problems. The implications and limitations of this study were further discussed.
Jae-Hyuk Han;Na-Hyun Shin;Ian Paul Navea;Jin-Woo Lee;IL-Ryong Choi;Joong Hyoun Chin
Proceedings of the Korean Society of Crop Science Conference
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2022.10a
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pp.206-206
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2022
Sustainable agriculture is a potential strategy to enable agricultural cultivation systems to feed the growing population under climate change. Sustainable agriculture consists of environment-friendly farming methods that allow the production of crops with minimal harm to the ecosystem. Early establishment in rice might be helpful to adopt sustainable agriculture with less inputs, such as water and phosphorus fertilizer. Two QTLs conferring tolerance to abiotic stress and low nutrition condition, DTY4.1 and Pup1, respectively, are effective for good establishment in the early growth stage under low water and phosphorus fertilizer application. We developed 'Sechanmi' and 'MSI 1-DTY' harboring Pup1 and DTY4.1 into MS11, a japonica rice variety adaptable to tropical regions, using Marker-Assisted Backcrossing (MABC). MS 11-PD lines were developed to meet the demand for less water and P fertilizer application throughout the growth stage of rice. In the F5 generation, water-saving or rainfed cultivation was performed in different P (phosphorus) content. Irrigation was applied only when severe drought was observed one month after transplanting. There was no significant difference observed between the parents and MS11-PD lines in low P conditions. However, MS11-PD lines had more tillers in P-supplied conditions compared to that of the parents 40 and 50 days after transplanting. Under the same amount of P, MS11-PD lines might have higher phosphorus uptake capacity than the parents, increasing the number of tillers and showing better early establishment. The better vegetative growth stage is one of the factors that can potentially increase production by way of higher number of panicles. Through this breeding strategy, it is possible to attain sustainable agriculture by applying less P and water to address the need of a growing population.
Journal of Korean Society of Occupational and Environmental Hygiene
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v.33
no.3
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pp.365-374
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2023
Objectives: After the MSDS submission and non-disclosure review system was introduced in January 2021, there were compliance difficulties in the field. Accordingly, for the establishment of the MSDS system, the government intends to investigate what has been improved and what urgently needs to be improved in the future, and to suggest detailed improvement plans. Methods: The background and problems of urgent difficulties in the field handling chemicals were investigated, and realistic improvement plans were derived through review of other laws related to the MSDS system and overseas cases. Results: In order to guarantee the safety of the public while at the same time promoting corporate R&D, it is necessary to alleviate the non-disclosure screening system for chemical substances for R&D, and to improve the irrationality of failing to implement the non-disclosure screening system due to information on unclassified substances being circulated. For this reason, it seems necessary to ease the requirement to submit all ingredients. In addition, it is necessary to strengthen punishment to raise awareness so that health problems do not occur due to the harmfulness and danger of hidden substances among workers who handle chemical substances and downstream users due to false descriptions in MSDS. Conclusions: All members of our society, including chemical manufacturers/importers and handling companies, academia, civil society, and the government, each subject of chemicals, should take an interest in the entire process from production to disposal of chemicals and work together to prevent harm to the public.
Journal of Korean Academy of Dental Administration
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v.11
no.1
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pp.8-18
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2023
The purpose of this study is to examine the organizational culture of dental hospitals and clinics, as well as to assess members' perceptions and actual conditions related to sexual harassment. The research method involved conducting a cross-sectional survey of 149 dental hygienists using random sampling. The analysis utilized frequency analysis and descriptive statistical analysis. Regarding awareness of organizational culture within the workplace, 39.6% responded, "It is difficult to freely use maternity and childcare leave at our workplace". When asked about sexual harassment, 51.7% of respondents said they had received training on sexual harassment prevention. The highest level of sexual harassment experienced was "sexual analogy or evaluation of appearance", at 45.8%. The most common perpetrators of sexual harassment were agency heads and directors, at 37.5%. The most common behavior of the victim at the time was "changing the subject or avoiding the scene" (41.7%). 50.0% of victims of sexual harassment responded to the harm by "just putting up with it". The most common response to the direct and indirect impact of sexual harassment was "there was no specific impact". The most common response from the agency was "there were no suitable measures". Regarding the most necessary policy to prevent sexual harassment, "strict punishment for perpetrators (37.5%)" was the highest. There is a need for organizational and cultural changes to reduce sexual harassment in the workplace. Additionally, it is crucial for the country and society as a whole to actively participate in and improve the system.
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