• Journal of Korean Society for Quality Management
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• v.51 no.2
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• pp.247-261
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• 2023

Purpose: This study investigates the relationship between service compensation, consumer sentiment and revisit intention for service recovery in the Chinese foodservice industry, and the moderating effect of employee authenticity. Methods: Data were collected from people who experienced eating out in a city located in central China, and the hypothesis was verified through multiple regression analysis and hierarchical regression analysis. Results: The results indicate that the specificity of compensation affects both positive and negative emotions of customers, and the activeness of compensation also influences positive emotions of customers. Also, employee autheticity moderates the effect of specificity of compensation on customers' positive emotions. Both positive and negative emotions of customers influences revisit intention. Conclusion: These results show that the role of service compensation is important in service recovery in the rapidly expanding Chinese foodservice industry. In addition, since the sincerity of employees plays an important role in maximizing the recovery effect in the process of service recovery, it suggests that it is important not only to improve services in the quantitative aspect but also in the qualitative aspect through employee training.

• Proceedings of the Korea Contents Association Conference
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• 2017.05a
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• pp.103-104
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• 2017

Objectives: The manufacturing industry was the one with the most repeated occurrence industrial disasters, and it is important to study the safety environment known by workers in the industry in order to prevent industrial accidents. Methods: Research objects were 1,123 male among members of employees who responded to 2015 PSWCI panel report. Research objects underwent affected subjective health and then categorized subjects into some groups according to changes in employment condition during one year. Statistical analyses were performed using the SAS version 9.4 (SAS Institute Inc., Cary, NC, USA). Results: According to results of analysis, manufacturing industry had differences in economic activity and health conditions based on employees conditions. Dynamic change aspects of manufacturing industry condition had differences between sex and cases where going back and forth between temporary condition and unemployment status had higher percentage in male. Conclusions: The results of this study may serve as the refer to taking a bill to improve the level of safety of the work environment felt by employees in the manufacturing industry.

• Journal of the Korea Society of Computer and Information
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• v.21 no.4
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• pp.97-106
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• 2016

The aim of this study is to measure the degrees of emotional labor and to empirically analyze how emotional labor affects individual's stress coping style and psychological burnout. The results were as follows. First, the call center employees were actually experiencing emotional labor and it was shown that the deep acting was higher than the surface acting. Second, the degree of experiencing stress coping style and psychological burnout appeared differently depending on the socio-economic variables of the employee. Third, despite the differences in the direction, there is a correlation between emotional labor, stress coping style, and psychological burnout. Fourth, the characteristics of the employees and emotional labor clearly affected stress coping style and psychological burnout. Therefore, companies will have to provide various psychological treatments and training programs for call center employees, and a change in social awareness, where people take the service industry workers' kindness for granted, is required as well.

• Journal of the Korea Safety Management & Science
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• v.9 no.4
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• pp.49-56
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• 2007

It is known that human factors account for 80 percent of all railway accidents. To reduce human errors must be the most efficient shortcut to railway safety. For public transportation employees like railway, the more delicate safety management should be executed in individual level. However, there are rarely efforts to improve safety performance of workers who are the subject operating the railway system. This paper develops a hierarchy model to evaluate the human safety performance in railway industry. To evaluate the model, AHP (Analytic Hierarchy Process) methodology is adopted. The hierarchy model is composed of four levels which are objective, two criteria, specific factors of criteria, and rating scales. In addition, since employees for evaluation are over 10, the pairwise comparisons for rating scales are carried out by the absolute measurement. We explore the applicability of AHP to the performance evaluation of railway safety workers by an example and also investigate the changes of alternatives that are railway employees according to the changes of human characteristic which is one of criteria.

• Journal of the Korea Society of Computer and Information
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• v.20 no.1
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• pp.217-225
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• 2015

The purpose of this study is to investigate the influence and effects of perceived organizational support on the organizational citizenship on the basis of perception of the importance of organizational support. In modern society, the perception of perceived organizational support and the manufacturing industry as well have been becoming more important, and, if, besides the manufacturing industry, the interest in the support to and the welfare of the employees could be taken in the service and distribution industries, too, the employees come to realize the organizational support, which causes them to be immersed in their duties and show more organizational citizenship for their organizations and colleagues. Accordingly, in order to enhance the employees' outcome, the organizations should support their employees and provide help more, letting the employees perceive the support of the organization more actively. Consequently, it can be said that the perceived organizational support is able to strengthen the employees' outcome and motivate the organizational citizenship as well.

• Journal of Distribution Science
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• v.21 no.10
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• pp.11-19
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• 2023

Purpose: Personality qualities are essential to the prosperity of any contemporary company because they foster the growth of pleasant emotions in telecommunications distribution employees. Research design, data and methodology: Thus improving their overall psychological well-being and productivity. Talent retention is facilitated by mutual respect between management and staff. The success of the company as a whole, including the development and maintenance of emotions with customers, also depends on the psychological well-being of employees. The aim is to demonstrate how a positive and satisfied emotional workforce contributes to psychological well-being in the 21st century. Result: The research aims to better understand the personality traits that influence the psychological well-being of employees. In addition, between January and March 2023, a total of 179 employees in the telecommunications distribution industry in the Peruvian city of Chiclayo were surveyed using structural modelling methods to measure employee satisfaction. It also shows how various ideas, approaches and models can be used in the real world. Conclusion: The significance of the model on the perception of telecommunications workers in Peru is demonstrated by the results, which indicate an R² value of 0.681 for positive emotions and an R² value of 0.792 for employees' psychological well-being.

• Journal of the Korean Society of Food Culture
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• v.23 no.2
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• pp.163-171
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• 2008

The purpose of this study was to measure employee ‘awareness’ and ‘practice’ of business ethics in the foodservice industry, and to determine possible correlations between these two variables. Self administrated questionnaires were completed by 1003 employees and data were analysed to ascertain frequency, factor, reliability, correlation and canonical correlation. Two factors were obtained from factor analysis of business ethics(BE) awareness; “Organizational awareness”, and “Individual awareness”. Similarly, two factors were also obtained for business ethics practice; “Systematic practice”, and “Compensatory practice”. Canonical correlation analysis produced two significant functions. For canonical function 1, it was found that organizational awareness of BE was positively correlated with systematic practice. For canonical function 2, it was found that individual awareness of BE was negatively correlated with the compensatory practices of BE. The findings of this study demonstrate that higher organizational awareness of business ethics in the foodservice industry led to higher systematic practices of BE, while higher individual awareness of BE led to lower compensatory practices of BE. In conclusion, higher organizational awareness of BE places a higher priority on building an external system from an institutional perspective, while higher employees awareness of BE leads to higher expectation from the company, resulting in relatively low compensatory practices.

• Design & Manufacturing
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• v.11 no.1
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• pp.39-44
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• 2017

The domestic mold industry is composed of 6,560 small and medium sized mold companies as of 2015. The structure of mold industry centered on less than 10 people in the past has been improved in the direction of increasing number of medium and large scale companies with more than 20 competitors with global competitiveness and has maintained its position as the world's second largest mold exporter with global competitiveness. Nevertheless, the manpower structure and corporate competitiveness structure of the mold industry is very high, with the proportion of production manpower reaching 70% and shortage rate of 10% or more in order to respond to the orders of customers. However, the development base for new employees with technological skills required by the industrial field is poor, and the inflow of young people is very limited due to factors such as the avoidance of small and medium enterprises and production jobs. It is expected that the labor shortage of mold enterprises will be further increased in the future. In the mold industry, due to the characteristics of small quantity multi-product production corresponding to the demand of the consumer, many production processes are individually and independently carried out, resulting in low labor productivity, and the structural time required for the worker to increase the working time Due to limitations, the working hours per week of the employees are about 50 hours. The implementation of the working time reduction bill, which is recently promoted by the government, is a crisis factor. In order to cultivate the mold industry, it is necessary to expand the base of molds to meet the intensification of global competition, the convergence of technologies to actively respond to the restructuring of the industrial structure, and the response to the new industry, It is necessary to improve labor productivity through policies such as development and dissemination of system, and to secure price, delivery and quality competitiveness in global market.

• Journal of Information Technology Applications and Management
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• v.20 no.1
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• pp.173-195
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• 2013

This study is to analyze the impact of the absorptive capacity and information technology (IT) on firms' innovation. The absorptive capacity is measured by R&D investment intensity, R&D manpower concentration, and the firm's size. We try to see the interaction effects between the absorptive capacity and IT usage on firms' innovation. We also look into the differences of the impacts between manufacturing industry and service industry as well as IT industry and service industry. We found that IT and R&D intensity have stronger interaction effect on innovation in manufacturing industry than in service industry, which shows that IT plays a more important role in the accumulation of knowledge in R&D activity in manufacturing industry. Contrarily, in service industry, IT and R&D manpower concentration has significant interaction effects on innovation. This means that the role of IT in service industry is sharing knowledge and experiences among employees in service industry. The interaction effect between firm's size and IT has positive impact on innovation in manufacturing industry, while it has negative impact on innovation in service industry. Finally, we found that the interaction effect is statistically significant in non-IT industry, while it is not statistically significant in IT industry.

• Asia Marketing Journal
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• v.25 no.4
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• pp.194-206
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• 2024

The study aimed to analyze jay-customer behavior's impact on service industry employees' job stress to understand the importance of personnel management. Additionally, it aimed to identify strategies for managing job stress by examining perceived organizational support's moderating effects. The results show that the subdimensions of jay-customer behavior (i.e., verbal aggression, physical aggression, and sexual harassment) positively influenced employees' job stress. Second, job stress acts as a mediator between customer verbal and physical aggression and customer orientation, but not between customer sexual harassment and customer orientation. Third, organizational support had a moderating effect on the association between customer verbal aggression and job stress. This study demonstrates how jay-customer behavior negatively affects employees and threatens their well-being. It not only enriches the research on jay-customer behavior but also provides implications for service companies toward developing internal marketing strategies for enhancing employee happiness and fostering customer orientation.