• Journal of Distribution Research
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• v.10 no.3
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• pp.59-86
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• 2005

This study examined whether the efforts of department store for recovering services may be perceived fairly from the standpoint of customers upon any occurrence of service failure, whether such perceived justice contributes to higher customer satisfaction and trust, and whether such customer satisfaction and trust have positive influence on store loyalty of customers, respectively. For this sake, this study investigated relevant literatures, set up some hypotheses to solve main questionable considerations and made a corresponding empirical analysis. For empirical analysis, a questionnaire survey was applied to total 204 customers who experienced in service recovery around domestic major department stores in the last one(1) year. With regard to empirical analysis to verify some hypotheses hereof, this study verified the reliability and validity of each questionnaire item by means of statistical programs like SPSS 10,0 and AMOS 4.0, followed by verifying hypotheses through SEM(structural equation modeling) analysis. These results indicate that positive efforts of department stores for service recovery upon their service failure may bring customer satisfaction and trust in department store, which result in boosting up store loyalty of customers. In this empirical study, it was notably demonstrated that despite any occurrence of service failure, the corresponding efforts of department stores to improve the level of justice perceived by customers in course of service recovery, had positive effects on better customer satisfaction, trust and store loyalty, and these effects induced customer's continuous repurchase, positive WOM(word of mouth) and recommendation about the use of appropriate department store, which may contribute to better its competitive edge.

• Korean Journal of Culture and Social Issue
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• v.20 no.4
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• pp.307-328
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• 2014

The purpose of this study is to investigate the influence of parental overprotection on Korean college students' moral behaviors. To test the prediction that overprotected participants will show more immoral behaviors in moral dilemma situations, we measured perceived parental overprotectiveness and morality. Participants were 113 college freshmen. Two types of modified experimental paradigms were used to assess participants on their levels of justice-oriented and prosocial morality. Based on whether they displayed moral behavior (i.e., honest or helping behavior) or not, participants were included in either moral or immoral group. Second, the levels of perceived maternal overprotectiveness and paternal overprotectiveness were assessed using Korean-Parental Overprotection Scale (K-POS) and were compared between moral and immoral group. For justice-oriented morality, the results showed that the immoral group reported a significantly higher level of perceived maternal overprotection compared to the moral group (t = 2.16, p < .05). On the contrast, paternal overprotection was not related to participants' honesty. The results indicate that participants who experienced overprotective parental care are more likely to act immorally in moral dilemma situations dealing with justice. Meanwhile, for prosocial morality, both maternal and paternal overprotection levels did not result in significant difference between two groups. More Implications and limitations were discussed.

• Korean Journal of Health Psychology
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• v.16 no.1
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• pp.1-14
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• 2011

Coercive treatment in mental health has undergone an immense period of philosophical and clinical debate and yet it remains as a highly important issue in which ideology and practice contradict each other. this study focused on the perceived coercion of the persons with mental disorder and analyzed how the characteristics of mental disorder(psychiatric symptoms, psycho-social functions, insight, and the degree of awareness on the need for treatment) and experiences in the process of hospitalization (legal status, coercive measures, and procedural justice) can predict perceived coercion. The participants of this study were 302 patients that has been hospitalized in the psychiatric ward within the period of 4 weeks. 195 participants(64.6%) were male and 106(35.1%) participants were female. MAES, BPRS, GAF, Insight, Legal Status, Coercive Measures, and Need for Treatment were measured. Regression analysis was used to analyze how much perceived coercion can be predicted by characteristics of mental disorder such as the patients' BPRS, GAF, insight, and need for treatment. As a result it showed that among the characteristics of mental disorder insight and awareness of the need for treatment were the main predictors and the characteristics of experiences during hospitalization such as procedural justice, coercive measures, and legal status all displayed significant predictability. As well as implications of results in a practical method of intervention to reduce perceived coercion, the paper discussed issues for limitations and future consideration.

• Journal of Distribution Science
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• v.18 no.12
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• pp.91-100
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• 2020

Purpose: The objective of this study is to deepen our understanding of the key factors that determine sustainability in terms of suppliers based on the transactions between suppliers (pharmaceutical companies) and buyers (medical institutions) in the pharmaceutical distribution industry. Research design, data and methodology: Transaction justice factors were derived from three main components: distributive, procedural and interpersonal, five hypotheses were set up. The respondents from the data collected through an online survey are sales staff of pharmaceutical companies. Total of 319 questionnaires are collected and used to verify the hypotheses through the SPSS 22.0 and AMOS 22.0 programs. Results: Justice of transactions perceived by the salesperson of pharmaceutical companies was found to have a significant effect on the relationship commitment. Among them, procedural justice was found to have greatest relative influences. In addition, relationship commitment was found to have a significant effect on sustainability performance. Thus, all hypotheses were adopted. Conclusions: The results of this study, can be used as basic data for the guidelines for fair trade between pharmaceutical companies and medical institutions. In addition, it is expected that the study will have significance in that it examined sustainability through transactions with buyers from the viewpoint of suppliers.

• Management & Information Systems Review
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• v.30 no.1
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• pp.39-69
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• 2011

This study is conducted to clarify when a person faces an ethical dilemma in business situation, what affects on individual ethical decision-making(from ethical judgments to behavioral intention, nonethical behaviors) in the organizational context. especially, the present study examined the direct and indirect effects of love of money, individuals' perceptions of work climate, perceptions of organizational justice on their ethical judgments and behavioral intentions regarding an ethical dilemma. The subjects of the research were Pusan National University business school enrolled students(n=160). The research was substantiated through statistical analysis of credibility and validity, correlation, variance, and moderated regression analysis. The results indicated that, although perceived ethical climate dimensions did not have a direct effect on behavioral intentions, but had a direct effect on nonethical behaviors. Climates perceived as egoistic were significant moderating effects. and love of money had a direct effect on behavioral intention. Perceptions of organizational justice had a direct effect on behavioral intentions. Especially, interactional justice had a strong influence on ethical behavioral intentions than distributive justice and procedural justice. In depth discussion implications, limitations, and future research directions were supplied.

• Journal of Global Scholars of Marketing Science
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• v.18 no.1
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• pp.115-139
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• 2008

Since financial crisis of IMF resulted in intensive competitiveness and adverse management environment, many hotel industries have responded it with restructuring. Since this restructuring is accompanied by reduction of employees, hence comes the recognition of justice in the procedure of restructuring. When the surviving employees in the restructuring process recognize unfairness in the procedure and practical operations, organization effectiveness can not be maintained due to losing trust of their employers. In this paper I will examine the relationship between validity of restructuring and compensatory programs for layoffs and surviving employees' trust of the employers. Also I will find out the relationship between remaining employees' trust of the employers and their job satisfaction and organization commitment. Through this relationship, we can prepare an alternative to reduce negative effect of restructuring. The hypotheses of this study are proposed as follows: H1: The higher surviving employees' recognition of procedural justice in restructuring process is, the higher their trust with a manager of the company is. H2: The higher surviving employees' recognition of distributive justice in restructuring process is, the higher their trust with a manager of the company is. H3: The higher surviving employees' recognition of procedural justice in restructuring process is, the higher their job satisfaction is. H4: The higher surviving employees' recognition of distributive justice in restructuring process is, the higher their job satisfaction is. H5: The higher surviving employees' recognition of procedural justice in restructuring process is, the higher their organization commitment is. H6: The higher surviving employees' recognition of distributive justice in restructuring process is, the higher their organization commitment is. H7: The higher surviving employees' trust with a manager of the company in restructuring process is, the higher their job satisfaction is. H8: The higher surviving employees' trust with a manager of the company in restructuring process is, the higher their organization commitment is. For the purposes of this study, employees working in luxury hotels located in Seoul were targeted. Self-administered questionnaires were distributed to those who consented with the investigation after explaining the purpose of the survey. A total of 500 questionnaires were distributed and 450 questionnaire were returned to the researcher for analysis. 430 of the returned questionnaires were used for analysis. As for the education for this survey, 250 junior college graduates or under (58.1%), 143 college graduates (33.3%) and 37 graduate school graduates (8.6%). As for the marital status, 315 persons (73.3%) are single and 115 are married (26.7%). As for the monthly income, 49 people (11.48%) are less than 2 million won, 148 (34.4%) are between 2 million and less than 2.5 million won, 153 (35.6%) are between 2.5 million to less than 3 million won, 80 (18.6%) are more than 3 million won. As for the workplace, 293 people (68.1%) work for the F&B department, 73 (17.0%) for rooms department, 41 (9.5%) for operation/ marketing department, 23 (5.3%) for account/ general affair department. As for the period of employment, 85 people (19.8%) are less than 5 years, 150 (34.9%) are between 6 to 9 years, 143 (33.3%) are between 10 to 14 years. and 52 (3.%) are more than 15 years. An exploratory factor analysis was used to survey validity and reliability of calculating tool on perceived values. This study used correlation between individual items and whole items and Cronbach's alpha value of multiple-item scale which is usually used to assess scale and reliability. Reliability of conceptual sub-dimension was assessed by basing on repeated procedure of correlation between individual items and whole items and factor loading. 1. Verification of correlation between validity of restructuring and trust This research showed that procedural and distributive justice of restructuring affects trust positively. The path coefficient between procedural justice of restructuring and trust is 0.719(t=10.135, p=0.000), and thereby the higher procedural justice results in higher trust. The path coefficient between distributive justice of restructuring and trust is 0.160(t=3.291, p=0.001), and thereby the higher distributive justice results in higher trust. Hence H1 and H2 are accepted. 2. Verification of correlation between validity of restructuring and job satisfaction The path coefficient between procedural justice of restructuring and job satisfaction is 0.179(t=2.202, p=0.028), and thereby the higher procedural justice results in higher job satisfaction. The path coefficient between distributive justice of restructuring and job satisfaction is 0.074(t=1.620, p=0.105), and thereby distributive justice of restructuring has no relationship with job satisfaction. Hence H3 is accepted, but H4 is removed. 3. Verification of correlation between validity of restructuring and organization commitment The path coefficient between procedural justice of restructuring and organization commitment is 0.188(t=2.466, p=0.014), and thereby the higher procedural justice results in higher organization commitment. The path coefficient between distributive justice of restructuring and organization commitment is 0.118(t=2.720, p=0.007), and thereby the higher distributive justice results in higher organization commitment. Hence H5 and H6 are accepted. 4. Verification of correlation between trust and job satisfaction The path coefficient between trust and job satisfaction is 0.610(t=6.736, p=0.000), and thereby the correlation has a meaningful result. Since the higher trust of the employer results in higher job satisfaction, H7 is accepted. 5. Verification of correlation between trust and organization commitment The path coefficient between procedural justice of restructuring and job satisfaction is 0.446(t=5.547 p=0.000), and thereby the higher trust of the employer results in higher organization commitment. Hence H8 is accepted. This research aimed to help the employers of hotel industries by analyzing the effects of validity of restructuring on employees' trust, job satisfaction and organization commitment. The research found that employer's validity of restructuring has significant affects on the degree of employee's trust with a manager, thereby reducing the negative effects of restructuring and enhancing organization commitment and job satisfaction. The principal purpose of this research is to confirm the correlation between employees' perceived validity of restructuring and their trust with a manager. Also whether this correlation results in competitive edge of the company is also investigated. It is also pointed out that employees had to participated the procedure of restructuring, sharing the philosophy and reason of restructuring. This participation and furthermore compensatory methods can reduce employees' anxiety of organization operations. Variable of trust appeared to have impact on intermediation effect between perceived variable of validity and job satisfaction, organization commitment, so that increase of trust with a manager plays an crucial role in increasing organization effectiveness. Since this research did not cover whole hotel industries which underwent restructuring, it showed a limit. Unlike previous studies which dealt with validity and trust of superior bosses, this research focussed on employers. Also the organization citizenship which is not considered in this study will be dealt with in the future study.

• Management & Information Systems Review
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• v.31 no.1
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• pp.205-219
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• 2012

This study is to understand how why users fail to service and how users use service recovery strategics. This study use equity theory to understand how perceived justices have influence on trust and to identify how trust has influence on service quality. This study used scenario techquie to get user experience of service failure in smartphone application. Scenario is composed of 16 sub scenario and we conducted survey with each case. The results show that interpersonal justice and distributed justice have significantly influence on trust. However, procedural justice has not influence on trust. Service quality is influenced by trust. This paper conclude with statements of implications and limitations of the study results.

• The Journal of the Korea Contents Association
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• v.21 no.10
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• pp.494-507
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• 2021

This study conducted a regression analysis on 312 local government officials in Gyeonggi-do to verify the hypothesis on the relationship between job autonomy and organizational citizenship behavior. Path analysis was conducted to analyze the mediating effect of organizational fairness recognition and the moderating effect of self-efficacy. Looking at the analysis results, first, it was confirmed that the higher the degree of job autonomy perceived by the members of the organization, the more positive (+) organizational citizenship behavior was. Second, the partial mediating effect of procedural justice was confirmed in the relationship between autonomy and organizational citizenship behavior. On the other hand, the mediating effect of distributional justice was rejected in the relationship between autonomy and organizational citizenship behavior. Third, self-efficacy controlled the mediating role between job autonomy and organizational citizenship behavior in recognition of procedural justice. Fourth, it was analyzed that self-efficacy plays a controlling role between job autonomy and organizational citizenship behavior. The results of this study are expected to contribute to the development of organizational behavior theory through preceding factors of organizational citizenship behavior to improve the organizational performance of local public officials.

• Journal of Digital Convergence
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• v.19 no.7
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• pp.163-174
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• 2021

In order to find the factors that influence behaviors for innovative work performance, this study tried to examine the relationship between organizational justice perceived by SME employees and IT support for differentiation on innovative behavior through knowledge exploitation and exploration. A survey was conducted on employees of SME, and the research hypothesis was verified using SPSS 22.0 and PLS 3.0 by analyzing the final 239 copies. As a result of the study, organizational justice and IT support showed a positive effect on knowledge exploitation and exploration, and knowledge exploitation and exploration had a positive effect on innovation behavior. Through this study, the theoretical foundation for organizational justice to influence knowledge exploitation and main search was established and the theoretical and practical implications for enhancing the competitiveness of the enterprise were presented through a comprehensive analysis of the two variables, organizational justice and IT support, which affect the innovation behavior of SMEs. Future research will require to study the performance part due to innovative behavior using various variables.

• Journal of Global Scholars of Marketing Science
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• v.16 no.3
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• pp.1-16
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• 2006

Many financial service organizations use various types of penalties (e.g., late payment fee, overdraft fee), often inflicting customer complaints and, in extreme cases, attrition. This study examines how customers evaluate penalties using concepts from attribution theory and literatures of social justice and customer satisfaction/dissatisfaction. The study hypothesizes that both cognitive (i.e., attribution, perceived fairness, disconfirmation) and affective (i.e., emotion) responses influence customer's penalty judgment and tests the effect of moderation between attribution and perceived fairness on penalty judgment. The study uses a cross sectional survey design and collects data using the critical incident technique. The results show that attributions have significant moderating effects on the relationship between perceived fairness and dissatisfaction with the penalty and that perceived fairness, emotion, and attribution have a significant influence on penalty evaluation. The study provides discussion of the findings and managerial implications.