• Journal of Information Technology Applications and Management
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• v.27 no.4
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• pp.37-48
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• 2020

This research proposes how to enhance low customer satisfaction with health screening services caused by procedural complexity and limits of health screening. The purpose of this study is to identify sub-components of the service quality provided by general health examination centers. This is a qualitative analysis of in-depth interviews of providers and consumers of medical services. The data were primarily analyzed by affinity diagram, and the data were sorted and analyzed according to the criteria suggested by Donabedian's four components. Four types of quality factors and the health screening service quality components of 39 subordinate items were assessed. Components related to the use of IT facilities comprise a significant amount of the physical factors, and there are high demands for IT facilities among customers.

• Journal of The Korean Association For Science Education
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• v.27 no.8
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• pp.724-742
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• 2007

The purpose of this study was to develop a scientific inquiry model that makes scientific inquiry accessible to science teachers as well as students. To develop a scientific inquiry model, we investigated the research process demonstrated by ten scientists who were working at academic research institutions or industrial research institutions. We collected data through scientists' journal articles, lab meetings and seminars, and observation of their inquiry process. After we analyzed the scientists' inquiry strategies and processes of inquiry, we finally developed the Scientist's Methodology of Investigation Process model named SMIP. The SMIP model consists of four domains, 15 stages, and link questions, such as "if, why", and "how". The SMIP model stressed that inquiry process is a selective process rather than a linear or a circular process. Overall, these findings can have implication science educators in their attempt to design instruction to improve the scientific inquiry process.

• 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 Korean Neurosurgical Society
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• v.63 no.5
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• pp.590-597
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• 2020

Objective : Covered stenting is an optional strategy for traumatic carotid pseudoaneurysm, especially in malignant conditions of potential rupture, but the long-term outcomes are not clear. Our aim was to determine if covered stenting is an effective option for traumatic carotid pseudoaneurysm with promising long-term outcomes. Methods : Self-expanding Viabahn and balloon-expandable Willis covered stents were separately implanted for extra- and intracranial traumatic carotid pseudoaneurysm. The covered stent was placed across the distal and proximal pseudoaneurysm leakage under roadmap guidance. Procedural success was defined as technical success (complete exclusion of the pseudoaneurysm and patency of the parent artery) without a primary end point (any stroke or death within 30 days after the procedure). Long-term outcomes were evaluated as ischemic stroke in the territory of the qualifying artery by clinical follow-up through outpatient or telephone consultation and as the exclusion of the pseudoaneurysm and patency of the parent artery by imaging follow-up through angiography. Results : Five patients with traumatic carotid pseudoaneurysm who underwent covered stenting were enrolled. The procedural success rate was 100%. No ischemic stroke in the territory of the qualifying artery was recorded in any of the five patients during a mean clinical follow-up of 44±16 months. Complete exclusion of the pseudoaneurysm and patency of the parent artery were maintained in all five patients during a mean imaging follow-up of 39±16 months. Conclusion : Satisfactory procedural and long-term outcomes were obtained, suggesting that covered stenting is an effective option for traumatic carotid pseudoaneurysm.

• Culinary science and hospitality research
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• v.17 no.2
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• pp.168-181
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• 2011

The purpose of this study is to establish an effective marketing strategy as the marketing management strategy by inquiring into the effect of service recovery justice on relationship benefit, relationship satisfaction and long-tenn relationship orientation in food service industry with food service customers. This study showed that the service recovery justice has a positive effect on the relationship benefit according to procedural, interactional and distributive justice, and the customer satisfaction is maximized through the relationship benefit, continuing the relationship as long-tenn friendship customers. That means that despite service companies' many efforts, including the establishment of a goal related to service, as their service failures happen frequently by various internal or external factors, active work is needed through the fair relationship benefit as the service recovery strategy to deal with these service failures positively and keep the customer satisfaction and long-tenn relationship orientation.

• Journal of Service Research and Studies
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• v.13 no.2
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• pp.161-180
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• 2023

This study empirically analyzed the effect of perceived injustice on service recovery measures proposed by online food delivery service (OFDS) companies on consumer disappointment. This study adopted interaction justice, information justice, procedural justice, and distributive justice as sub-variables of justice perception based on the justice theory. In addition, the differences by generation (MZ generation and other generations) were examined in the relationship between negative word-of-mouth behavior and switching intentions due to service recovery failure. An online survey was conducted targeting 250 adult consumers in the U.S for the empirical analysis of this research model. The results of the data analysis demonstrated that negative perceptions about the procedural justice and distributive justice among the service recovery strategies had a positive effect upon the consumer's disappointment. Furthermore, it was confirmed that the consumer's disappointment due to the perceived injustice of the service recovery strategy had a positive effect on the consumer's negative word-of-mouth behavior and switching intentions. The verification results of the moderation effect in the relationship between negative word-of-mouth behavior and switching intention, it was found that the younger the age(MZ generation), the higher the possibility of causing dysfunctional behavior. This study expands the scope of related research by presenting a new perspective on the justice perception in the service recovery process by verifying dysfunctional behavior of consumers caused due to the failure of the service recovery strategy. It is believed that the results of this study will be used as basic data for the establishment of practical strategies for OFDS companies to prevent double defection of their customers.

• The Korean Journal of Franchise Management
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• v.8 no.3
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• pp.29-37
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• 2017

Purpose - In recent years, research has been conducted on the conflict resolution strategies of the franchise headquarters and the franchisees, but there is a lack of research on the factors of conflict due to the intrinsic structure, such as interdependence or hierarchical relationship, and behavioral analysis to reduce the conflict. In this study, we analyze the relationship between satisfaction and trust formed in the process and result of the business, and the result of action to dissolution intention. Research design, data, methodology - For these purposes, the author developed the proposed model and several hypotheses. In this model, conflict resolution strategies consist of five dimensions such as avoiding, forcing, cooperating, obliging, and compromising strategy. And, this model proposed that onflict resolution strategies are antecedents of procedure quality, behaviour quality and dissolution intention are consequences of conflict resolution strategies. The data were collected from April 1 to April 15, 2013. Because this study examined franchise industries from the franchisee perspective, we contacted franchisee store owner and managers located in Seoul and Gyeonggi Province. Interviewers trained contacted a total of 483 franchisees, and 400 franchisees responded. Out of 400 respondents, 2 respondents were deleted due to missing information. Thus, a total of 398 franchisee were used for this study. he data were analyzed using frequency analysis, confirmatory factor analysis, correlation analysis, and structural equational modeling with SPSS 24.0 and Amos 23.0 statistical program. Results - The findings can be summarized as follows: First, franchisor conflict resolution activities have significant effects on procedure quality. Second, procedure quality has a significant effect on behavior quality. Finally, behavior quality has a significant effect on dissolution intention. Conclusions - In this study, we investigated the relationship between conflict resolution behavior, procedural quality, behavior quality and dissolution intention. As a result, the franchisers should strive to resolve conflicts not only in solving simple problems with franchisees, but also in a longer term perspective. We also found that the procedural aspects of resolving conflicts should not be ignored. If the trust and satisfaction of each other increase during the process of resolving the conflict, it will positively affect the satisfaction and trust in resolving the conflict. This is also because it serves to lower the intention of termination. However, there is a limitation that it is targeted only to the restaurant franchise, and it is necessary to study the conflict resolution behavior depending on the type of conflict.

• Journal of Elementary Mathematics Education in Korea
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• v.1 no.1
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• pp.67-86
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• 1997

The purposes of this paper are to show problem-solving strategies and their typical problems to suggest specific ways to teach strategies to promote problem-solving abilities. (1) Problem-solving strategies can be divided into general strategies and specific strategies. General strategies refer to procedural teaching-learning activities based on Polya's 4 step problem-solving. Specific strategies refer to Lenchner's 12 problem solving strategies and their characteristics which are helpful to the substantial solution of specific problems. (2) Concerning to problem-solving strategies teaching, the followings are suggested. First, the sequence of strategy teaching should be from easy to difficult ones, from short to long ones. Second problems for strategy training should be simple and good enough to serve as examples of the strategies. Repetition with similar problems are needed. Third, analysis and comparison of various strategies, and extension and adaptation of the strategies to complicate problems are needed. Fourth, procedures of strategies teaching are the follows: Have students make their own strategies focused on the solution process; Have students solve the problems with expectation of the solving methods; Have students compare and reflect on their solving methods; And assess problem - solving processes.

• Journal of The Korean Association For Science Education
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• v.18 no.3
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• pp.261-271
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• 1998

This study investigated the influences of applying the Cognitive Conflict Process Model (the Procedural Teaching Model using Cognitive Conflict Strategy: Kwon, 1989) upon students' achievement and attitudes in a middle school science concept instruction. For the treatment group, science instruction to apply the Cognitive Conflict Process Model was used. For the control group, traditional instruction was used. Prior to instruction, students' pre-conceptions test and attitudes test related to the science were administered. After instruction, the above two tests and the regular examinations were measured. Also students' perceptions of their teacher's new teaching style was investigated by questionnaire. But, above all, the main purpose of this study was to investigate the principal accompanying matters of general application of the teaching model to science concept instruction rather than conceptual and attitudinal change. Therefore, this study identified necessary conditions of applying the teaching model to science instruction.

• Journal of Information Technology Applications and Management
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• v.26 no.2
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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.