• Journal of Service Research and Studies
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• v.6 no.3
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• pp.57-78
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• 2016

The purpose of this research is to study how service recovery activities influence customers' commodity churning in the media telecommunication industry(CATV industry). Put it differently, we tried to identify this change of commodity churning rates by the stages of service failures, by which we intend to emphasize the importance of service recoveries. Korean media telecommunication market has already been saturated; customers tend to move to bigger major companies with better customer care increasingly. As once customers gone never returns, CRM functions are being reinforced over the time. We were able to have the following results. First, turning rates, for those experienced service failure, who were dissatisfied with service recovery activities are 2~5 times (monthly average turning rates are 1.3%) higher than those satisfied. Secondly, active service recovery activities at the customer's service request after experiencing service failure lowered churning rates significantly. The most effective timing is service recovery activities pre-recovery stage. Thirdly, reward activities after service recovery activities at the immediate recovery stage is more effective than service recovery at the arranged recovery schedule and reward activities after customer's expressing churning intension. The implications of this study are that firms should engage in service recovery activities at the time of identifying service failures, prior to customer's expressing churning intention, which means relatively lower ROI for the service recovery activities than the times of customers' expressing churning intention.

• Journal of the Korea Convergence Society
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• v.9 no.11
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• pp.307-313
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• 2018

In this study, analyzed the effect of the introduction and operation of internal control system of a company on accounting information usefulness in a rapidly changing business environment. In order to conduct this study, we studied a comprehensive analysis on the usefulness of internal control and accounting information, and applied the research model to the purpose of this study. In this study, we analyzed the degree of the relationship between variables based on the discretionary accruals of the modified Jones model using the internal control evaluation index based on the components of the internal control system for China. In the empirical analysis, analyzed that the operation of internal control has a negative influence on discretionary accruals, which is a substitute for usability of accounting information. In addition, the risk management factors of the internal control system have a negative correlation with the usefulness of accounting information. The results of this study suggest that it is possible to present the positive function of internal control system to many firms where the introduction and operation of internal control is important, and to provide useful guidance in the study of the relationship between the operation of internal control and discretionary accruals for foreign company.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.2
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• pp.469-482
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• 2019

This paper analyzes the effects of government support systems, regulation, and innovation promotion policy on technological innovation performance of companies in the service industry using 4,000 Korean service industry companies. Multiple and hierarchical multiple regression analysis were used to analyze the correlation between the individual factors and process innovation and product innovation. Government support, regulation and technology innovation in the service industry were tested. In addition, government innovation promotion policy includes government support and regulation and the technological innovation performance of service firms. As a result, the government support system affects both the process innovation and the product innovation performance in the service industry, but affects only the process innovation performance in the case of regulation. Innovation promotion policy was found to regulate the relationship between government support systems and regulation and innovation performance of the service industry. Therefore, these findings provide strategic implications for the management of enterprises in relation to government support systems and innovation policy. It is necessary to reorganize regulations that are outdated to improve the effect of innovation policies on innovation performance.

• Journal of International Area Studies (JIAS)
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• v.19 no.1
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• pp.157-204
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• 2015

This paper explores firm-specific internal and external determinants of the sustainability of "the social innovative enterprise(SIE)" by conducting a case research on Fragrant People Co. In doing so, some business and policy implications have been produced concerning the components and determinants of the sustainability of the SIE. First, entrepreneurship is a necessary factor for the survival and growth of the SIE. A social entrepreneur does manage effectively social and economic opportunities for making economic and social values interact dynamically beyond their trade-off relationship and creating new market chances. Second, the SIE also needs competitive advantages as commercial enterprises do. Valuable resources to be used for taking opportunities and avoiding threats, rare resources not to be possessed by other firms, and resources not to be easily imitated by competitors are extremely necessary for achieving objectives of the SIE. In addition, a firm must be well organized for those valuable, rare, and not easily imitated resources. Economic performance achieved by the SIE gives a birth to its financial independence, contributing to the realization of symmetric social performance. Third, the SIEs will be allowed to seek symmetrically economic and social performance only when they use sufficiently competitive advantage resources with entrepreneurship, which is composed of innovativeness, proactiveness, agility and risk-taking attitudes. In doing so, financial assistance from central or local governments may not ensure the sustainability of the SIEs. In addition, vision & value sharing(person-organization fit) can ensure the sustainability of the SIEs only when it is connected with the organizational commitment.

• Management & Information Systems Review
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• v.38 no.3
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• pp.81-96
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• 2019

Because the service is characterized by simultaneous production and consumption, the customer must participate directly in the delivery and production process of the service. For this reason, the variable Customer Participation has aggregated many empirical results in the service marketing field. Recent research on customer participation has focused on the relationship marketing, and is empirically identifying the relevance of customer participation and relative value of relationship marketing. These findings indicate that customer participation should be understood in a relationship between customers and service firms. Using commitment velocity and customer participation velocity considering dynamic of the relationship, this study aims to re-examine the relationship between customer participation and encounter satisfaction which is the foundation of relationship formation. Multiple regression analysis and hierarchical regression analysis are used as research methods. The study found that customer participation has a direct positive effect on encounter satisfaction, and that commitment velocity and customer participation velocity also have a significant effect on encounter satisfaction. However, all assumptions that were expected to moderate the impact of customer participation on encounter satisfaction were rejected. Although the study failed to identify the moderating role, it was clear about the impact on the encounter satisfaction of commitment velocity and customer participation velocity. Applying them to a wider variety of service types provided an opportunity to identify the value of the study, and to broaden the scope of the study suing these variables.

• The Journal of Society for e-Business Studies
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• v.24 no.2
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• pp.71-89
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• 2019

In order to come up with satisfying product and improvement, firms use traditional marketing research methods to obtain consumers' opinions and further try to reflect them. Recently, gathering data from consumer communication platforms like internet and SNS has become popular methods. Meanwhile, with the development of information technology, mobile companies are launching new digital products for children to protect them from harmful content and provide them with necessary functions and information. Among these digital products, Kids Phone, which is a wearable device with safe functions that enable parents to learn childern's location. Kids phone is relatively cheaper and simpler than smartphone but it is noted that there are several problems such as some useless functions and frequent breakdowns. This study analyzes the reviews of Kids phones from domestic mobile companies, identifies the characteristics, strengths and weaknesses of the products, proposes improvement methods strategies for devices and services through SNS consumer analysis. In order to do that customer review data from online shopping malls was gathered and was further analyzed through text mining methods such as TF/IDF, Sentiment Analysis, and network analysis. Customer review data was gathered through crawling Online shopping Mall and Naver Blog/$Caf\acute{e}$. Data analysis and visualization was done using 'R', 'Textom', and 'Python'. Such analysis allowed us to figure out main issues and recent trends regarding kids phones and to suggest possible service improvement strategies based on sentiment analysis.

• The Journal of the Korea Contents Association
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• v.19 no.5
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• pp.280-286
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• 2019

This study first examines whether the matching principle reduces information asymmetry and verifies the effect on earnings sustainability and information asymmetry. In the presence of information asymmetry between managers and information users, managers can reduce information asymmetry by increasing the quality of earnings. Information asymmetry is measured by the financial analysts' earnings forecast variance. When we look at the results of previous studies, verify whether information asymmetry decreases as the response to the revenue cost increases and whether negative relationship between profit persistence and information asymmetry appears when the response to the revenue cost is high. As a result, firms with high revenue cost response showed a decrease in information asymmetry. The persistence of the earningss from the high earnings-cost response shows that the analysts' earnings forecast dispersion decreases. This means that the better the response to the revenue cost, the better the quality of the earnings and the less the information risk about the uncertainty of the enterprise. This study is different from the previous studies in that it analyzed whether the persistence of the earnings that responded to the high revenue cost reduces the information asymmetry. The results of this study suggest that managers can reduce the information asymmetry by carrying out appropriate revenue - cost responses, which provides important implications for stakeholders who use accounting earnings information.

• Journal of Digital Convergence
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• v.19 no.5
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• pp.145-152
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• 2021

In this study, we have examined the effect of open innovation of SMEs on innovation performance of firms. Most studies do not consider internal generation in relation to open innovation and innovation performance.We conducted empirical studies to overcome this problem. The research was carried out by collecting data collected from 512 SMEs and the 3SLS method was used to minimize the internal generation. As a result, open innovation investment and use of external ideas among SMEs' open innovation have positively influenced project success and technical performance. But, the introduction of technology and cooperation with the research organization did not affect the innovation performance, which is presumed to be due to the fact that the open innovation of SMEs is limited to relatively inexpensive activities. Therefore, in order to promote open innovation of SMEs, it is necessary to provide support for relatively high-cost activities and to improve the innovation performance of enterprises. In order to reduce the difficulties of open innovation activities, domestic universities and research institutes should support the construction of enterprise networks and actively support the utilization of technology to expand innovation performance.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.22 no.1
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• pp.275-284
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• 2021

Survival analysis was used to analyze whether there is a difference in the effect of leverage on corporate failure according to the firm size. A total of 25,250 (year-company) companies listed on the Korea Stock Exchange and KOSDAQ market from 1999 to 2019 were analyzed. First, the increase in leverage generally acts as a factor that increases the possibility of corporate failure. On the other hand, the increase in the trade payable ratio lowered the possibility of failure of the company. The increase in corporate trade payable was perceived as a factor in reducing the possibility of corporate failure because it was considered the active development of business activities or active use of interest-free debt rather than leading to an increase in corporate risk. Second, a higher leverage ratio and trade payable ratio in large firms lowered the possibility of corporate failure. In the SMEs, all types of leverage increases are a factor that increases corporate failure. Overall, the effect of leverage on corporate failure differs according to the size of the company.

• Journal of Digital Convergence
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• v.19 no.2
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• pp.93-103
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• 2021

S&OP(Sales and Operations Planning) is an ongoing process of periodic planning, reviewing, and evaluation through the involvement of all key stakeholders. Within this process, performance is regularly reviewed and early warning signals are generated, so that the company can react quickly to changing market and operational environment. This paper presents a framework for effective S&OP for fair alignment, accountability, teamwork, visibility, and risk management. This framework focuses on supply chain information governance, level of information sharing through S&OP, role of S&OP as coordination mechanism, APS effectivesness as a planning tool and SCM performance. In addition, a brief case study on the operating characteristics of S&OP at three Korean firms is presented. Implications of the study finding are also provided. It will also make companies that are considering the introduction of S&OP aware of the importance of S&OP, which will provide practical guidelines for the introduction of S&OP.