• Journal of Korean Institute of Industrial Engineers
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• v.35 no.1
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• pp.101-108
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• 2009

This study aims to design ergonomic warning sound that is not confusing and enhancing preference. Four factors of the warning sound represented as interval, chord, reverberation and pitch were selected as independent variables. And, perceived urgency, perceived criticality, degree of confusion and user preference are measured as dependent variables. An experiment was conducted in silent lab environment. Warning sounds were given in 90dB constantly to subjects through stereo speakers. A statistical analysis revealed that interval was significant for perceived urgency; also interval and chord were both effective for perceived criticality. Pitch, interval, chord and the interaction between pitch and chord were effective in degree of confusion, so were reverberation, the interaction between reverberation and pitch and the interaction between reverberation and chord for preference. This study characterized the situation under which warning sounds are required into three types in terms of urgency and criticality; and found the right warning sound that the subjects perceived to best represent the situation through the validation study. These findings are expected to help the designer choose the right warning sound according to the situational contexts in which such warning sounds are implemented.

• Journal of Digital Convergence
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• v.20 no.2
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• pp.251-260
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• 2022

Despite the development of technology and the increase in the spread of smart speakers, user satisfaction keeps decreasing due to conversational errors. This study aims to examine the effect of the self-repair strategy on user experience in the context of conversational agents of smart speakers. Scenarios were designed based on error situations, and participants were divided into two groups by task criticality. The results revealed that the agent's self-repair strategy has a negative effect on trust and perceived ease of use compared with performance without error. It also influenced adoption intention through interaction with task criticality. This study is significant in that it empirically investigated the effects of the self-repair strategy and the user experience factors related to the actual acceptance of the self-repair strategy.

• Architectural research
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• v.21 no.3
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• pp.69-77
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• 2019

Architects are facing increasing risks that result from heightened expectations of benefits and performance when designing green buildings compared to traditional buildings. This study aims to explore the possible risk factors for architects in green building projects in South Korea and assess risk mitigation measures. To attain this goal, 14 risk factors and 12 mitigation measures were determined through an extensive literature review. A questionnaire was administered to architects practicing green building design and criticality index was employed to assess major risk factors and mitigation measures. This study identified 'adoption of new technology and process', 'green building certification results', 'building products and materials', and 'energy saving uncertainty' as the major risk factors of green building projects. Additionally, the questionnaire proposed 'contract indicating each party's role, liability, and limitations clearly', 'utilizing integrated design process', and 'understanding client's goal in green building projects' as the three most effective risk mitigation measures in designing green buildings. There are few studies that focus on architects' perceived risks concerning green building projects; this study contributes to a deeper knowledge and attempts to fill the current literature gap, which would benefit South Korea's green building design practice by aiding in the development of better risk management strategies.

• International conference on construction engineering and project management
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• 2013.01a
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• pp.444-450
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• 2013

Public private partnership (PPP) procurement was introduced into Singapore in 2003, and 10 PPP projects was successfully completed and have been in operation. The objective of this study is to identify the critical risk factors and risk allocation preferences for PPP projects in Singapore. To achieve this objective, a comprehensive literature review was carried out and 42 risks were identified and grouped into three meta levels, i.e. macro, meso and micro levels. The questionnaire survey produced 48 completed questionnaires from 48 different contractors. The survey results indicated that 23 risk factors had significantly high criticalities and that four macro-level risks, four meso-level risks and two micro-level risks were among the top 10 risk ranking. "Lack of support from government", "availability of finance" and "construction time delay" were perceived as the top three critical risks. Also, the result implied that micro-level risks had a higher criticality mean score than macro-level and meso-level risks. The findings of this study help both public and private sectors to better understand the risks and their allocation in PPP projects, providing valuable information for organizations that intend to participate in PPP projects in Singapore.

• Journal of Korean Academy of Nursing
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• v.38 no.6
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• pp.853-865
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• 2008

Purpose: The aim of this study was to develop and to analyze the task of gerontological nurse practitioners (GNPs) in Korea. Methods: The definition of GNP and job description was developed based on developing a curriculum (DACUM) by 7 panels who have experienced in DACUM analysis and gerontological nursing. One hundred sixty nurses who were working at long term care facilities were participated. The questionnaire included frequency, importance, and difficulty of duties, tasks, and task elements. The data were collected in November 2006, analyzed by descriptive statistics. Results: The job description of GNPs in Korea revealed 5 duties, 23 tasks, and 86 task elements. On the all five duties, the highest duty in frequency and in importance was professional nursing care ($3.25{\pm}0.35$, $3.49{\pm}0.29$). But the highest duty in difficulty was research ($3.24{\pm}0.46$). 'Prevent health problem ($3.42{\pm}0.43$, $3.56{\pm}0.33$)', 'Teach other staffs ($2.83{\pm}0.77$, $3.39{\pm}0.43$)', 'Develop the evidence-based standards ($2.43{\pm}0.76$, $3.22{\pm}0.43$)', 'Develop the self ($2.81{\pm}0.65$, $3.26{\pm}0.42$)', and 'Participate the team activities' were the highest score in frequency and in criticality of tasks. 'Provide emotional support to older adults and families ($3.16{\pm}0.41$)', 'Counsel older adults and their families ($3.14{\pm}0.49$)', 'Do clinical research ($3.32{\pm}0.49$)', 'Quality insurance ($3.25{\pm}0.49$)', and 'Build collaborative system ($3.18{\pm}0.47$)' were perceived the most difficult tasks. Conclusion: The political efforts for the legislation of role and task of GNPs were needed.

• Journal of Distribution Research
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• v.17 no.1
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• pp.1-36
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• 2012

Service failure is one of the major reasons for customer defection. As the business environment gets tougher and more competitive, a single service failure might bring about fatal consequences to a service provider or a firm. Sometimes a failure won't end up with an unsatisfied customer's simple complaining but with a wide-spread animosity against the service provider or the firm, leading to a threat to the firm's survival itself in the society. Therefore, we are in need of comprehensive understandings of complainants' attitudes and behaviors toward service failures and firm's recovery efforts. Even though a failure itself couldn't be fixed completely, marketers should repair the mind and heart of unsatisfied customers, which can be regarded as an successful recovery strategy in the end. As the outcome of recovery efforts exerted by service providers or firms, recovery of the relationship between customer and service provider need to put on the top in the recovery goal list. With these motivations, the study investigates how service failure and recovery makes the changes in dynamics of fundamental elements of customer-firm relationship, such as customer affection, customer trust and loyalty intention by comparing two time points, before the service failure and after the recovery, focusing on the effects of recovery satisfaction and the failure severity. We adopted La & Choi (2012)'s framework for development of the research model that was based on the previous research stream like Yim et al. (2008) and Thomson et al. (2005). The pivotal background theories of the model are mainly from relationship marketing and social relationships of social psychology. For example, Love, Emotional attachment, Intimacy, and Equity theories regarding human relationships were reviewed. As the results, when recovery satisfaction is high, customer affection and customer trust that were established before the service failure are carried over to the future after the recovery. However, when recovery satisfaction is low, customer-firm relationship that had already established in the past are not carried over but broken up. Regardless of the degree of recovery satisfaction, once a failure occurs loyalty intention is not carried over to the future and the impact of customer trust on loyalty intention becomes stronger. Such changes imply that customers become more prudent and more risk-aversive than the time prior to service failure. The impact of severity of failure on customer affection and customer trust matters only when recovery satisfaction is low. When recovery satisfaction is high, customer affection and customer trust become severity-proof. Interestingly, regardless of the degree of recovery satisfaction, failure severity has a significant negative influence on loyalty intention. Loyalty intention is the most fragile target when a service failure occurs no matter how severe the failure criticality is. Consequently, the ultimate goal of service recovery should be the restoration of customer-firm relationship and recovery of customer trust should be the primary objective to accomplish for a successful recovery performance. Especially when failure severity is high, service recovery should be perceived highly satisfied by the complainants because failure severity matters more when recovery satisfaction is low. Marketers can implement recovery strategies to enhance emotional appeals as well as fair treatments since the both impacts of affection and trust on loyalty intention are significant. In the case of high severity of failure, recovery efforts should be exerted to overreach customer expectation, designed to directly repair customer trust and elaborately designed in the focus of customer-firm communications during the interactional recovery process to affect customer trust rebuilding indirectly. Because it is a longer and harder way to rebuild customer-firm relationship for high severity cases, low recovery satisfaction cannot guarantee customer retention. To prevent customer defection due to service failure of high severity, unexpected rewards as a recovery will be likely to be useful since those will lead to customer delight or customer gratitude toward the service firm. Based on the results of analyses, theoretical and managerial implications are presented. Limitations and future research ideas are also discussed.