• 한국콘텐츠학회논문지
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• 제11권5호
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• pp.413-423
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• 2011

본 연구는 항공서비스의 맥락에서 서비스회복 공정성지각과 고객의 감정반응 및 회복만족의 구조적 관계를 연구해 보고자 하였다. 이러한 연구목적을 달성하기 위해 문헌연구를 통하여 4개의 가설을 도출하였다. 항공사에 불평을 제기한 경험이 있는 272명의 고객을 대상으로 자료를 수집하였으며 구조방정식 모형을 사용하여 실증분석을 실시하였다. 주요 연구결과는 아래와 같다. 첫째, 절차공정성은 긍정감정에 정(+)의 영향을, 부정감정에 부(-)의 영향을 미치는 것으로 나타났다. 둘째, 상호작용공정성과 분배공정성은 두 변수 모두 긍정감정에는 유의한 영향을 미치는 것으로 확인 되었으나 부정감정에는 영향을 미치지 않는 것으로 나타났다. 셋째, 감정반응이 회복만족에 미치는 영향에 관한 연구결과는 긍정감정은 회복만족에 유의한 영향을 미치고, 부정감정은 영향을 미치지 않는 것으로 나타났다.

• 유통과학연구
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• 제15권1호
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• pp.95-104
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• 2017

Purpose - This study focuses on long-term orientation that can lead long-term partnership. A long-term orientation needs a trust and relation commitment between company. So in this study, the researcher conducts a dependent variable as a justice recognition and brand asset value to research model to find out casual relationship among quoted factors. Research design, data, and methodology - The focus of this study was employees who work in a liquor distribution company to figure out factors that effect on long-term relationship in b2b transaction. The development of the research model is based on the literature of the preceding research analysis of justice recognition, brand asset value, trust, relation commitment and long-term orientation. This study have constructs that defined operationally by previous studies, research model design that to figuring casual relationships among the quoted factors. From 2016 Sep. 1st to Oct. 30th, a questionnaire survey was conducted targeting employees who work in liquor distribution company. 176 survey data were used for empirical analysis to prove the research hypotheses. Results - The main results of this study's empirical methodology were as follows. First, procedural justice and interactive justice has a positive significant effect on trust and relation commitment. Also brand image, brand awareness and perceived quality has a positive significant effect on trust and relation commitment. Second, trust and relation commitment has a positive significant effect on long-term orientation. Every hypothesis adopted as the researcher designed for empirical study. Conclusions - Based on empirical results, this study confirmed that trust and relation commitment has empirical relationship with long-term orientation. Based on the analysis, the researcher provided managerial implication by setting 2 way path for making long-term orientation with business company. First path is procedural justice to relation commitment. It contains that procedural justice recognised while business transaction execution, consideration intension and relation development will happen in b2b. Second path is perceived quality to trust. It contains that the perceived quality recognised while business transaction execution, trust will increase rapidly. So when a business company wants to make a partnership, they have to consider procedural justice and perceived quality to make a long-term relationship.

• The Journal of Asian Finance, Economics and Business
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• 제7권8호
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• pp.589-598
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• 2020

The study examines the impact of organizational rewards, procedure justice, and perceived supervisor support on perceived organizational support, and examine the impact of perceived organizational support on affective commitment to the organization in the logistic enterprises as well. Quantitative research is applied to measure relationships by regression analysis with SPSS. The research data was collected by convenient method from 180 employees who work in different departments in the logistics industry. The study results in the model 1 found that organizational rewards, procedure justice, and perceived supervisor support have a positive relationship to the perceived organizational support. The study results in the model 2 also found that perceived organizational support has strong impact on the affective commitment to the organization. The study results contribute to both management theory and management practice. For the management theory aspect, the authors suggest that perceived organizational support should be considered the key antecedent of affective commitment about which researchers should pay more attention as a concept. Based on the research results, the authors also recommend for the management practice that managers should pay attention to the implementation of rewards, procedure justice, and supervisor support to increase the perceived organizational support and affective commitment in the logistic enterprises.

• 경영과정보연구
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• 제33권1호
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• pp.299-312
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• 2014

본 연구의 목적은 서비스복구에 대한 고객의 공정성 지각이 고객의 만족과 그 행동적 결과에 미치는 영향을 조사하는 것이다. 선행연구들은 고객만족을 전반적으로 측정하고 있으나 본 연구에서는 서비스복구만족과 관계만족으로 구분하여 고찰하였다. 연구 결과, 서비스복구만족에 대한 분배적 공정성과 상호작용 공정성은 긍정적 영향을 미치나 절차적 공정성은 영향을 미치지 않는 것으로 나타났다. 그러나 관계만족에서는 분배적 공정성, 절차적 공정성, 상호작용 공정성 모두 유의한 영향을 미치는 것으로 나타났다. 또한 서비스복구만족과 관계만족은 고객충성도에 모두 긍정적인 영향을 미치는 것으로 나타났다. 이러한 연구결과는 서비스복구에 대한 지각된 공정성의 중요성을 확인할 뿐만 아니라 서비스복구에 대한 고객만족이 더 높은 수준의 고객충성도를 초래한다는 것을 강조한다.

• 아태비즈니스연구
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• 제13권3호
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• pp.261-279
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• 2022

Purpose - The purpose of this study was to examine the effect of regulatory focus on proactive behavior and to examine the mediating effect of work hope between superior's regulatory focus and subordinate's proactive behavior. In addition, the purpose of this study was to investigate the moderating effect of interpersonal justice between regulatory focus and work hope, and the moderated mediating effect of work hope and interpersonal justice in the relationship between regulatory focus and proactive behavior. Design/methodology/approach - This study used data 255pairs(510people) collected from Public organizations such as gu office and private organizations that perform various tasks such as human resources, finance, accounting, marketing, and R&D. The Confirmatory Factor Analysis (CFA) and the multiple regression analysis were used in order to analyze the data. Findings - The result showed that promotion focus was positively related to proactive behavior. In addition, this study found that the relationship between promotion focus and proactive behavior was mediated by work hope. Regarding the moderating roles of perceived interpersonal justice, the results showed that perceived interpersonal justice significantly interacted with promotion focus in influencing work hope. Finally, the moderated mediation analysis showed that the indirect effect of promotion focus on proactive behavior through work hope was valid only for subordinates with high perceived interpersonal justice. Research implications or Originality - In order to increase proactive behavior, it is necessary to focus on promotion focus and to increase the positive psychology such as hope. In addition, it is necessary to increase perception of interpersonal justice.

• 한국항공운항학회지
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• 제16권3호
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• pp.38-49
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• 2008

Recently industries have started to recognize the importance of word-of-mouth marketing and human resource management especially for airline industries who suffer from pilot shortage. Pilots are very important component of airline company and require a lot of money and time to assession, training and maintaining certified license validity. This study is to test the effect of airline pilot's organizational identification, emotional exhaustion and perceived justice on turnover intention and negative word-of-mouth on airline union pilots returned from the strike. This study used both literary method and empirical method. The researcher did literary study based on the previous study, designed the research model and hypothesis, did questionnaire survey to the Union member pilot from year 2005 strike for the subject of study to verify hypothesis and analysed empirically the finding using SPSS12.0 program. The major findings of this study may be summarized as follows, (1) organizational identification has a negative effect on turnover intention and negative word-of-mouth, (2) emotional exhaustion has a positive effect on turnover intention and negative word-of-mouth, (3) perceived justice has a negative effect on turnover intention and negative word-of-mouth.

• 경영과정보연구
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• 제33권3호
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• pp.59-76
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• 2014

현재까지 국내에서 진행되어 온 서비스 실패와 회복 관련 연구들은 한국인의 정서적인 측면을 많이 고려하지 않았다. 한국인의 특성 상 이러한 감정적인 측면이 서비스 회복과정에서 작용할 수 있음에도 불구하고 대부분의 선행연구들은 기존에 해외문헌에서 주로 다루어진 변수들만으로 연구를 진행하였다. 그러나 실제 국내의 서비스 상황에서 발생하는 서비스 회복 과정에서는 소비자가 지각하는 정이라는 개념이 작용하는 경우가 많다. 이에, 관련 연구의 이해의 폭을 넓히고, 정이라는 개념을 실무에 적용하기 위해서는 추가적인 연구결과가 필요하다고 판단하였다. 따라서 본 연구에서는 기존연구의 한계점을 고려하여 서비스 회복상황에서 지각된 공정성과 고객이 지각하는 서비스제공자에 대한 정의 역할을 함께 살펴보았다. 이를 통해 국내 고객관점에서의 서비스 실패 상황에 적합한 서비스 회복모형에 대해서 고찰할 수 있는 계기를 마련하였다. 본 연구의 결과를 통해 단순히 서비스 회복 노력의 공정성뿐만 아니라 서비스 실패 후 회복과정에서 고객이 지각하는 정이라는 한국인 고유의 감정의 조절효과를 살펴봄으로써 고객의 이해심을 구할 수 있는 진심어린 회복노력의 중요성을 확인할 수 있다.

• 유통과학연구
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• 제19권2호
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• pp.5-14
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• 2021

Purpose: We examined informational justice, cognitive trust, and satisfaction in healthcare distribution market and their associations within the physician-patient (provider-purchaser) relationship. Methodology: 253 valid survey samples collected from patients and used structural equation modelling for analysis. Findings: We postulated that (1) physicians' informational justice has a positive impact on patients' cognitive trust, (2) patients' cognitive trust has a positive impact on satisfaction, and (3) patients' perceived informational justice has a positive impact on satisfaction. Participants were 253 people who had visited a hospital in South Korea in the past year. Results confirmed that the presence of informational justice has a positive impact on patients' cognitive trust and satisfaction in the physician-patient relationship. Additionally, once cognitive trust was built, it positively influenced patients' satisfaction. We discussed the concept and the impacts of informational justice in light of our analyses regarding patients' perceived cognitive trust and their satisfaction in the physician-patient relationship. Implications: These results emphasize the importance of ethics in healthcare, particularly physicians' frankness and honesty when providing information to patients. Further, these findings present implications for physician education, as part of their training must involve building their patients' cognitive trust as a prerequisite for developing patient satisfaction.

• 경영과정보연구
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• 제15권
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• pp.71-90
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• 2004

This study has uncovered some important relationships among employees perceptions of distributive justice and procedural justice and organizational effectiveness. The present study attempts, first, to identify the perceived justice in promotion and transfer, performance evaluation, pay raise, job allocation and job fire. Second, to determine the relative importance of distributive justice and procedural justice. relationships of organizational effectiveness. The research is the identification of a modest but significant relationship between the two justice and organizational effectiveness. The result make it clear that employee find that right personnel management of fairness. To summarize the result of three variables's relationship influence is as below. The results indicated that perceptions of procedural justice as much organizational effectiveness than do perceptions of distributive justice. As also predicted, the perception of distributive justice did not impact organizational effectiveness. Therefore, Partially supporting the hypothesis. The research implications of these study suggest that great causality should be this paper' research model in three variables. The result indicate that manager must pay attention to employees perceptions of procedural justice and distributive justice.

• 한국산학기술학회논문지
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• 제20권6호
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• pp.169-177
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• 2019

과거부터 현재까지 공정성은 많은 사람들의 관심을 받고 있다. 관련하여 진행된 선행연구들은 대부분이 공정성의 결과변수에 대한 연구로, 공정성의 중요성에 대해 알게 해주었다는 큰 장점이 있다. 하지만, 동 연구결과들은 이미 지각한 공정성의 상태에 따라 조직구성원들의 행동이 달라진다는 점에만 초점이 맞춰져 있다. 따라서 공정성을 정확히 이해하기 위해서는 공정성의 선행요인에 대한 연구도 필요하다. 이에 본 연구에서는 공정성에 직접적으로 영향을 줄 수 있는 근로자 측면의 변수 및 그 관계를 조절하는 상황요인에 대해 연구하고자 한다. 구체적으로 한국행정연구원에서 공개한 '2017년 공직생활실태조사'를 활용하여 공무원의 혁신행동이 분배공정성 지각에 어떠한 영향을 미치는지 그리고 상황변수인 상대적 업무 전문성 수준이 변수간의 관계를 어떠한 방향으로 조절하는지를 분석하였다. 321명의 공무원을 대상으로 회귀 분석한 결과 혁신행동은 분배공정성 지각에 긍정적인 영향을 주는 것으로 나타났으며, 개인이 지각한 상대적 업무 전문성 수준이 높을 때 혁신행동이 분배공정성 지각에 주는 긍정적 관계가 약화되는 것으로 확인되었다.