• Journal of Korea Society of Industrial Information Systems
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• v.14 no.4
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• pp.128-142
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• 2009

Since fairness issue has been found to be important in many different business contexts such as marketing, organizational psychology and management in general. The purpose of this exploratory study was to identify the factor structure of fairness and its effects on customer satisfaction and word-of-mouth. In this survey, we collected data from the respondents who have experienced online shopping from 61 online shopping companies. The data were analyzed by structural equation model using LISREL 8.5. The results indicated that fairness has a four-factor structure, which is composed of distributive, procedural, interpersonal, and informational fairness, which is different from three-factor structure. In addition, perceived justice as a second-order construct were found to have a positive effect on customer satisfaction and word-of-mouth intention. The study suggests that online shopping mall should increase customer satisfaction and positive word-of-mouth by enhancing multiple aspects related to fairness.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.2 no.2
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• pp.69-91
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• 2007

This study is aimed to analyze the impact of the perception of fairness on the relationship quality as a way to enhance the competitiveness through the establishment of a long-term relationship between food service franchisors and franchisees. An empirical analysis found that the more positively the fairness of franchisors is recognized, the more positive impact it has on the relationship quality. As both the distributive fairness and the procedural fairness, the two concepts of fairness, are perceived in a more positive manner, the trust and satisfaction over franchisers were found to be higher, with the conflict shown to be lower. Though both the distributive fairness and the procedural fairness showed a significant result, the procedural fairness, in particular, has a greater impact on the trust and satisfaction over franchisers than the distributive fairness. In addition, the quality of relationship between franchisor and franchisees has a positive impact on a long-term commitment. That is that as their trust and satisfaction over franchisors are higher with less conflict, franchisees will become more cooperative with their franchisors. The greatest impact on the long-term unity, among the factors that constitute the relationship quality, appeared to be trust. Accordingly, it is advisable persons in charge at franchisors place the greatest focus on fostering trust to establish a long-term relationship, inducing it in a positive direction. From such result, suggestions can be made in establishing a strategy for developing an appropriate relationship between food service franchisors and franchisees. Firstly, persons in charge at food service franchisors will have to induce the perception of franchisors' procedural fairness by franchisees in a positive direction in order to enhance the Quality of relationship with franchisees. Secondly, as an alternative strategy for forming a long-term relationship between franchisors and franchisees, the effort should be made to foster a greater trust in franchisors first. In many cases, franchisors currently focus more on their convenience in management than the development of systems to satisfy the franchisee needs. This contravenes with the essence of relationship marketing and thus, it can be said it is the most important of all that focus should be directed at trust and fairness in the effort toward a sustained relationship between franchisors and franchisees in the future.

• Journal of Korea Society of Digital Industry and Information Management
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• v.11 no.3
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• pp.125-143
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• 2015

As improving the life quality of citizen because of development of Urbanization and Information, civil application service of public institutions has been changed. The government provides a 24-hour civil service of e-government, public institutions operate U-complaints call center to pursue a personalized service to customers. As customer service are diversified, the inconvenience of service is increased. Therefore, public institutions instituted U-complaints call center to solve increased complaints. In early days, public institutions operated simple call center. However, it became intelligent U-complaints call center by SNS. The more increase the importance of agents' contact customer service, the more increase Job Performance considered by Organizational Commitment & Job Satisfaction of call center agents. This study analyzed that applied to Fairness Theory with Organizational Commitment, Job Satisfaction and analyze U-complaints call center agents' role and job performance of public institutions. Proposed a research model applied to job satisfaction with key variables, organizational commitments, job satisfaction. It's expected to impact on job performance of U-complaints call center agents in public institutions. For empirical study of research model, conducted a survey of the U-complaints call center agents of public institutions. 170 samples were collected from the survey and analyze relationship between the factors. Procedural justice, distribution fairness, fairness interaction are significant influence on organizational commitment of parameters by analysis U-complaints call center agents. Procedural justice and fairness of interaction was found not to effect on parameters of job satisfaction. Also, parameter, organizational commitment have significant influence on job satisfaction. However, have no influence on job performance. Therefore, the parameters of job satisfaction have significant influence on job performance. Public institutions should adopt to improve the quality of citizen services through U-complaints call center agents.

• The Journal of the Korea Contents Association
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• v.13 no.7
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• pp.181-189
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• 2013

The purpose of this study was to empirically analyze the effects of tax inspection team administrator's conflict management style on team members' fairness perception and job satisfaction. The results showed that tax inspectors had a significant positive effect on the distributive and procedural fairness in proportion to the harmonious and cooperative conflict management styles by tax inspection team administrator and competitive conflict management style had a significant negative effect on it. In addition, it was shown that the distributive and procedural fairness recognized by tax inspectors have a sign. It was confirmed that the tax inspection team administrator's conflict management had an impact on the job satisfaction recognized by team members in tax inspection team and their fairness perception and team administrator's conflict management style became an important factor in the team's organizational performance.

• Korean journal of food and cookery science
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• v.27 no.2
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• pp.97-110
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• 2011

The purpose of this study was to investigate the influence of a cook's understanding about organizational fairness on job satisfaction and business performance at family restaurants in Seoul. Frequency analysis, reliability analysis, factor analysis, and SEM were applied to analyze the data. First, a confirmatory reliability analysis indicated that organizational fairness, job satisfaction, and business performance were sufficient to be used in this investigation. Organizational fairness, job satisfaction and business performance had generally significant relationships by implementing SEM. According to the results, distributive fairness (p< 0.001), procedural fairness (p< 0.05) and interactive fairness (p< 0.05) had positive influence on cook's job satisfaction. Job satisfaction had a positive influence on financial (p< 0.05) and non-financial performance (p< 0.001). Therefore, for the purposes of food-service companies' continuous increases in business performance and competition are generally necessary to suitably manage the fairness of various policies such as job stability, promotions, impartial distribution of salary, bonus and welfare work, and internal marketing.

• Management & Information Systems Review
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• v.15
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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.

• The Journal of the Korea Contents Association
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• v.16 no.4
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• pp.324-334
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• 2016

The purposes of this study were to identify the causal effects of distributive fairness, procedural fairness and interactional fairness on abusive supervision and the causal ones of abusive supervision on organizational citizenship behavior(OCB). Also this study aimed to investigate the mediating effects of abusive supervision on the causal relationships between three fairnesses and organizational citizenship behavior. The sample of this study were customer-contact employees of restaurants among Youngnam province. 376 questionnaires were used for the empirical analyses. According to the research findings, distributive fairness and interactional fairness had negative influences to abusive supervision and abusive supervision had a negative influence to OCB. Another research findings were that abusive supervision had the mediating effects on the causal relationships between two fairnesses(distributive and interactional) and organizational citizenship behavior. Managerial implications of the research findings are that restaurant managers should set up the organizational culture of respecting employees each other and provide training for the level of supervisor to foster the organizational culture. In the field of restaurant industry, training is very important for employees to foster this organizational culture as this industry has the environment of becoming abusive supervisor for the reason of supervisors' being exposed to lots of physical and psychological burden of works.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.15 no.2
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• pp.123-150
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• 2004

The purpose of this study is to prove that the approprlate fit between service failure and recovery strategy can effciently maximize customer satisfaction and behavioral intention, by using prepared scenario through comprehensive approach concerning how the expectation level about service recovery has influences on perceived fairness, satisfaction and behavioral intention of servlce recovery based upon size in case of service failure. This study has been conducted by way of selection of filling-up type questionnaires for customers themselves who have experience in service failure out of customers who can easily visit family and hotel restaurants, that is, domestic restaurants in Seoul area, June ~ August 2004, by setting factorial design of 2(control, severeness) ${\times}$ 3(distributive fairness, procedural fairness, mutual relational fairness) ${\times}$ 2(customer satisfaction, customer behavior). The survey was performed on the customers who visited common restaurants, family restaurants, hotel restaurants, etc. mainly in Seoul, and total 600 sheets of questionnaires were distributed and 496 sheets of them were returned(82.67% of return ratio).

• Journal of Fashion Business
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• v.18 no.1
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• pp.118-131
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• 2014

The purpose of this study is to classify the service recovery fairness of internet fashion shopping mall depending on the type of shopping mall into 3 levels, and analyze their influence on customers' satisfaction and intention to repurchase. Data were collected from 271 customers who had made a complaint or raised a question about service among the customers, and was analyzed through AMOS 7.0. For hypothesis testing, a research model was set up in the form of structure equation model, and its suitability was investigated. The results of this research can be summarized as follows: First, in relation to the service recovery fairness at internet shopping mall, only the consequential fairness has a meaningful relationship with customer satisfaction. Second, it has been shown that the higher the customers' satisfaction with internet shopping mall, the more positive influence it has on intention to repurchase. Third, it has been shown that the influence of service recovery fairness on customers' satisfaction and intention to repurchase has a meaningful difference depending on the type of internet shopping mall. In other words, it has been shown that customer satisfaction is higher at open market than general internet shopping mall. In addition, it has been shown that in open market, only the consequential fairness has a meaningful influence, therefore it will be more effective to strengthen a strategy focused on economical rewards than other fields.

• Journal of the Korean Society of Costume
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• v.64 no.3
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• pp.13-31
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• 2014

This study attempts to analyze relational structures among service failure-related variables after the moderation of fairness in the beauty service industry with the following purposes: First, it aims to review and investigate service failure & service recovery strategies, non-switching intentions after recovery, revisit intention, the intent to provide word-of-mouth recommendations and previous studies on service failure and recovery in the beauty service industry. Second, it targets the analysis of the role of fairness as a variable that moderates relations between service recovery strategies and post-recovery satisfaction in the beauty service industry. For this, the following research method was used: This study has investigated the effect of service failure and its recovery strategies (behavioral recovery strategy, psychological recovery strategy, monetary recovery strategy) on customer satisfaction for beauty service users and used the Structural Equation Model (SEM) to further analyze and verify the effect of the satisfaction on post-satisfaction behavior (non-switching intention, repurchase intention and the intent to provide word-of-mouth recommendations). The SEM was divided into a measurement model and structural model to determine if the model is appropriate and estimate the parameters of the path coefficient. In addition, this study examined to see if fairness (procedural fairness, distributive fairness and interactive fairness) works as a moderating variable while the service recovery efforts affect customer satisfaction. Then, the role of service recovery strategies, targeted to satisfy the customers who were dissatisfied because of service failure, were investigated. In addition, its effect on post-satisfaction behavior was analyzed from the structural aspect, and the moderating role was examined as well. Then, the role of the service recovery strategy, which can be used to satisfy dissatisfied customers, was examined, and the effect of the satisfaction on customer behavior was analyzed from a structural perspective. In addition, the moderating role of fairness was tested. As a result, this study is significant in that it helps service providers formulate service recovery-related strategies.