• 한국콘텐츠학회논문지
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• 제20권6호
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• pp.211-219
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• 2020

본 연구는 사회복지사가 지각한 개인직무적합성과 개인조직적합성이 직무상실감에 미치는 영향을 파악하는 것이며, 이러한 관계에서 조직공정성의 조절효과를 검증하는 것을 목적으로 한다. 본 연구는 광주지역 사회복지사를 대상으로 자기보고식 설문을 실시하였다. 본 연구의 주요가설을 검증하기 위한 분석방법으로 SPSS 24.0 프로그램을 이용하여 기술통계, 상관관계분석, 위계적 회귀분석을 실시하였다. 분석결과, 첫째로, 개인직무적합성과 조직적합성 정도는 보통 보다 조금 높은 수준으로 나타났다. 조직공정성은 두 가지 하위요인으로 조사되었으며, 보상 공정성은 보통 보다는 조금 낮은 수준, 절차 공정성은 보통 보다 높은 수준으로 분석되었다. 또한 종속변수인 직무상실감 정도는 보통보다 낮은 수준으로 조사되었다. 둘째로, 사회복지사가 지각하는 개인직무적합성과 개인조직적합성은 직무상실감에 부적(-)인 영향을 미치는 것으로 확인되었으며 그러한 영향은 조직공정성 수준에 따라서 달라지는 것으로 나타났다.

• 복식문화연구
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• 제15권4호
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• pp.551-568
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• 2007

The purposes of this study were to identify factors of dissatisfaction and complaining behavior in internet fashion shopping mall, and to investigate constructs of service recovery for solution to this problems. Data were obtained from 201(male: 87, female: 114) internet fashion shopping mall consumer who have experiences of dissatisfaction and complaining behavior after buying products, and were analyzed using by descriptive analysis, factor analysis, Cronbach' $\alpha$, t-test. The results were as follows. First, the most response(80.4% of reponses) was experience to dissatisfaction through internet fashion shopping mall, and the most dissatisfied items were blouse, sweater, T-shirt in upper garment. Also, in men's case, the most satisfied price zone was not exceeding $30,000{\sim}50,000\;won$ and in women's case, it was not exceeding $20,000{\sim}30,000\;won$. Second, 7 factors of dissatisfaction(called quality, payment, delivery, price, interaction, returning/changing/refunding, contract) were identified after purchasing fashion products from internet shopping mall. 3 factors of complaining behavior(called private action, legal action, remedial seeking action) were investigated. Third, constructs of perceived service recovery were extracted from literature review: perceived interaction and justice. Perceived interaction were categorized into two factors: the interaction on the part of the consumer, the interaction in the part of the shopping mall. And perceived justice were categorized into three factors: interactional justice, distributive justice, procedural justice. Usually, university students were likely to take a serious view of service recovery through interaction and justice with internet fashion shopping mall.

• Journal of Information Technology Applications and Management
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• 제26권2호
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• pp.41-60
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• 2019

O2O(Online-to-Offline) commerce, a kind of multi-channel, is used in various industries such as accommodation, food and beverage, transportation, and real estate. The O2O commerce, a channel of integrating online and offline, overcomes the limitations of traditional online commerce, where a customer made a purchase decision without direct experience. Despite this advantage of O2O, if the online-offline channel is not effectively linked, customer's complaints would occur due to service failure. This study, with regard to O2O service failure circumstances, intends to investigate the effect of customer's perceived justice on their emotional response, recovery satisfaction, followed by intention to repurchase. Perceived justice in this study is composed of distributive justice, interactional justice, and procedural justice. Furthermore, this study explores the moderation effect of O2O industry types in the relationship between perceived justice and emotion. An O2O industry type is classified into accommodation, food and beverage, and transportation. A hypothesized research model was empirically tested using a structural equation model. The current study collected 433 questionnaires and the target respondents are customers who have experienced service failure in O2O commerce. The empirical results showed that O2O commerce more effectively conducts service recovery strategy and causes positive customer response by integrating online and offline channel. One of the ultimate purposes of O2O service providers is to reduce the likelihood of service failures and to recover more quickly and efficiently by linking two channels rather than using a single channel. This study suggested that the O2O channel is effective in influencing customer satisfaction and loyalty by inducing customer's positive emotions in recovering service failure.

• 산업융합연구
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• 제3권1호
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• pp.79-100
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• 2005

Considering the above points, this study has been conducted to find out the effects brought by perceived organizational justice towards organizational citizenship behavior, with focus on multi-dimension and multi-class nature of trust. With this objective, I researched the following. First, which type gives larger effect to organizational citizenship behavior, the type of distributive justice (that is lower dimension of organizational justice) or that of procedural justice. Second, what effects are given to the 5 types of trust, by distributive justice and procedural justice. Also, what effects are given to organizational citizenship behavior by the 5 types of trust. Third, which type of justice gives larger effect to organizational citizenship behavior when trust is served as a medium. Fourth, which items should be dealt in priority to lead members of organization towards a desirable direction. The research for this purpose was conducted on the basis of comprehensive analysis of variable including. socio-population variable.

• 한국식품영양학회지
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• 제24권3호
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• pp.329-339
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• 2011

The purpose of this study was to compare the effects of service failure magnitude on perceived justice, positive emotion, and revisit intention at restaurants between a collectivist culture(Korea) and an individualistic culture(United States). The results showed that the higher a customer's perception of service failure magnitude, the lower the perceived recovery justices in both cultures. The distributive, procedural, and interactional justices had a favorable effect on positive emotions in both cultures. Other findings revealed that interactional justice was the best predictor of revisit intention in Korea, while distributive justice was the best determinant of revisit intention in the United States. This research suggests that global restaurant managers need to understand how cultural orientation influences consumer perceptions of service failures in order to develop a highly targeted and effective service recovery.

• 간호행정학회지
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• 제15권3호
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• pp.365-371
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• 2009

Purpose: The purpose of this study was to identify the influence of justice on empowerment perceived by nurses. Method: The subjects of this study were 388 nurses who were working at seven general hospitals in Seoul. The data were collected by structured questionnaires from April 1st to April 30th in 2007. Data were analyzed using descriptive statistics, mean, Pearson correlation, and stepwise multiple regression on SPSS/pc 14.0 program. Results: The mean score of procedural justice was 2.64(0.48), distributive justice was 2.45(0.51), and empowerment was 2.80(0.43). The result of correlation among the study variables, the procedural justice were positively correlated with empowerment(r=.462, p=<.001) and distributive justice(r=.563, p=<.001). The procedural justice explained 24.9% of the empowerment and distributive justice explained only 2.9% of the empowerment and both explained 27.8% of the empowerment when the variables run hierarchial regression. Conclusion: The findings showed that procedural justice was the most important factor for nurses' empowerment therefore nursing organizations must establish the strategies to improve procedural justice in order to promote nurses empowerment.

• 한국의류학회지
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• 제32권9호
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• pp.1438-1449
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• 2008

The current research investigates customers' voluntary participation, using a sample of 446 consumers who visit fashion retail stores. The main focus of this study is to test a social exchange CVP model, including three antecedents of customers' perceived justice through mediators of service satisfaction and brand commitment. In support of the proposed model, I identify fully mediated relationships from interactional justice to the three CVP via service satisfaction and brand commitment and partially mediated relationship from distributive justice to the three CVP through brand commitment. No mediated relationship found for procedural justice neither through service satisfaction nor brand commitment to the CVP behaviors. The results generally support that the significantly indirect effects of perceived justice to the three CVP and satisfaction and commitment are the important mediators in between. The concept of justice can be interpreted in light of the normative value of social exchange relationship.

• 경영과정보연구
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• 제33권1호
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• pp.17-43
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• 2014

현재까지 진행되어 온 서비스 실패 및 회복 관련 선행연구들의 한계는 서비스 실패 후 회복노력에 대한 고객의 행동이 인지적 판단과 감정적 판단이 함께 작용하여 이루어짐에도 불구하고 공정성과 진정성으로 두 측면을 분리하여 연구하였다는 점이다. 대부분의 선행연구들은 회복만족의 선행요인으로 인지적 측면에서의 공정성만을 제시하고 있다. 비교적 최근에는 감정적 접근을 통한 진정성의 효과가 검증된 바 있다. 그러나 실제상황에서의 서비스 회복 과정에서는 소비자가 지각하는 공정성과 진정성이 함께 작용하는 경우가 대부분이기에, 관련 연구의 이해의 폭을 넓히고, 실무에 적용하기 위해서는 추가적인 연구결과가 필요하다고 판단하였다. 따라서 본 연구에서는 기존연구의 한계점을 고려하여 서비스 회복상황에서 지각된 공정성과 진정성의 역할을 함께 살펴보았다. 이를 통해 인지적 측면의 공정성과 더불어 감정적 측면의 진정성이 내포된 서비스 회복노력의 중요성을 고찰할 수 있는 계기를 마련하였다. 본 연구의 결과를 통해 인지적 판단에 근거한 회복공정성만이 중요한 것이 아니라 서비스 실패 후 회복에서 감정적 측면인 진정성의 조절효과를 살펴봄으로써 진정성이 내포된 회복노력의 중요성을 확인할 수 있었다.

• 동아시아경상학회지
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• 제11권1호
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• pp.1-19
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• 2023

Purpose - In this study, we aimed to theorize blockchain-based social media platform users' commitment by examining the impact of their perceived justice of the token reward system. In addition, this study applied psychological ownership theory to verify the underlying mechanism between users' perceptions of justice and their commitment to the platforms. Research design, data, and methodology - To empirically test our conceptual framework in the study, we collected data through a web-based survey approach from the responses of 385 users who had experience with blockchain-based social media platforms. We employed a structural equation modeling approach to empirically test our proposed hypotheses. Result - The results indicated that distributive justice and informational justice have positive effects on user commitment. The results also showed that psychological ownership plays an important role in mediating the relationship between users' sense of distributive justice and commitment, and between procedural justice and commitment. The findings provided a better understanding of the sense of justice and user commitment in a blockchain-based social media environment. Conclusion - This study represents a preliminary attempt to theorize and empirically examine blockchain-based social media platform users' commitment. This study provided important contributions to the literature on how the effect of users' sense of justice in a reward system affects their commitment to blockchain-based social media platforms.

• 대한안전경영과학회지
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• 제11권1호
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• pp.137-142
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• 2009

This paper reviewed the relationship between perceived justice and service quality, and the moderating effect of gender in the franchise system of food service business. Based on the responses from 135 franchisees, the results of multiple regression analysis showed that distributive and procedural justice have positive relationships with almost service quality factors. The results of moderating analysis showed that male franchisees have more positive relationships with almost service quality factors than female franchisee while in distributive justice, and that female franchisees have more positive relationships with almost service quality factors than male franchisee while in procedural justice.