• Asia Marketing Journal
• /
• v.17 no.2
• /
• pp.39-62
• /
• 2015

Relatively little studies have investigated employee recovery from internal service failure, especially from the employees' perspective. When handling customer complaints, employees must not only deal with legitimate customer demands after a service failure, such as providing an apology, rectifying the problem, and offering compensation, but they must also manage illegitimate dysfunctional customers, who may yell, threaten, and even physically harm the employee. These negative experiences can have strong effects, and employees can exhibit higher levels of stress such as burnout and emotional labor, which have been linked to dissatisfaction, tension and anxiety, reduced performance and effectiveness, and a greater propensity to leave the firm, ultimately leading to negative financial consequences for the firm. These conditions result in internal service failure and create the need to recover employees-in other words, internal service recovery. However, little research has examined this issue so far. The purpose of the current study, therefore, is to investigate the relationship between internal service recovery and employee outcomes. A pre-test, post-test between-subjects experimental design was developed. Participants were 166 part-time students who were working full-time. The average age of the participants was 36.74 years, and 57.50% of them were female. The average length of employment was 13 years. Participants were randomly assigned to one of four groups of approximately equal size. Three of the groups were subjected to an experimental situation involving an internal service failure, while one group was not exposed to failure, thereby acting as a control group. This study contributes to the service marketing literature in several ways. First, the study extends service failure and/or recovery research by examining recovery in an employee context. Second, this study attempts to measure internal service recovery and to empirically demonstrate its relationship to employee outcomes. Third, this investigation emphasizes the managerial importance of internal service recovery. For example, understanding the nature of the relationships between internal service recovery and its consequences can improve the effectiveness and efficiency of managers' resource allocation decisions.

• Journal of Korean Neurosurgical Society
• /
• v.66 no.1
• /
• pp.63-71
• /
• 2023

Objective : Traumatic brain injury (TBI) is one of the most common injuries in patients with multiple trauma, and it associates with high post-traumatic mortality and morbidity. A trauma center was established to provide optimal treatment for patients with severe trauma. This study aimed to compare the treatment outcomes of patients with severe TBI between non-trauma and trauma centers based on data from the Korean Neuro-Trauma Data Bank System (KNTDBS). Methods : From January 2018 to June 2021, 1122 patients were enrolled in the KNTDBS study. Among them, 253 patients from non-traumatic centers and 253 from trauma centers were matched using propensity score analysis. We evaluated baseline characteristics, the time required from injury to hospital arrival, surgery-related factors, neuromonitoring, and outcomes. Results : The time from injury to hospital arrival was shorter in the non-trauma centers (110.2 vs. 176.1 minutes, p=0.012). The operation time was shorter in the trauma centers (156.7 vs. 128.1 minutes, p=0.003). Neuromonitoring was performed in nine patients (3.6%) in the non-trauma centers and 67 patients (26.5%) in the trauma centers (p<0.001). Mortality rates were lower in trauma centers than in non-trauma centers (58.5% vs. 47.0%, p=0.014). The average Glasgow coma scale (GCS) at discharge was higher in the trauma centers (4.3 vs. 5.7, p=0.011). For the Glasgow outcome scale-extended (GOSE) at discharge, the favorable outcome (GOSE 5-8) was 17.4% in the non-trauma centers and 27.3% in the trauma centers (p=0.014). Conclusion : This study showed lower mortality rates, higher GCS scores at discharge, and higher rates of favorable outcomes in trauma centers than in non-trauma centers. The regional trauma medical system seems to have a positive impact in treating patients with severe TBI.

• The Journal of Korean Medicine
• /
• v.43 no.3
• /
• pp.65-78
• /
• 2022

Objectives: The purpose of this study is to analyze the weight loss and the adverse events of overweight and obese adults on weight loss program with face-to-face treatment (FTF) and non-face-to-face treatment (NFTF) in 6 Korean Medicine obesity clinics. Methods: From March 2nd to March 10th, 2021, we collected data with a retrospective way from overweight and obese adults (body mass index, BMI≥23 kg/m²) who registered for a 12-week Gamitaeeumjowi-tang prescription program. After matching initial information of the FTF group and the NFTF group using propensity matching score, weight loss and BMI change were analyzed, and adverse events were evaluated in terms of causality, severity and system-organ classes. Results: Weight and BMI change from baseline to 12 weeks was -7.98±3.09kg (10.41±3.57%), -3.03±1.14kg/m² and -7.30±3.11kg (9.59±3.45%), -2.76±1.15kg/m² for FTF group and NFTF group, respectively. Body weight and BMI significantly decreased before and after treatment in both groups, and there was no significant difference in weight loss and BMI change between the two groups. No serious adverse events were reported. Conclusions: This study showed the potential that NFTF weight management treatment could be a good alternative way to FTF weight management treatment without serious adverse events.

• Korean Journal of Clinical Pharmacy
• /
• v.32 no.1
• /
• pp.37-46
• /
• 2022

Background: Non-valvular atrial fibrillation (NVAF) is associated with ischemic stroke risk in the aging population. Observational studies have indicated beneficial effects of direct-acting oral anticoagulant (DOAC) against ischemic stroke compared to warfarin. This study aimed to investigate ischemic stroke incidence and bleeding risk in patients on DOAC therapy. Methods: Using the database of Korean Health Insurance Review and Assessment-Aged Patient Sample 2015, we conducted a retrospective cohort study. Study subjects with NVAF diagnosis and prescribed anticoagulants were enrolled. Propensity score (PS) matching by age, sex, comorbidities, and medications were used. The clinical outcomes were major adverse cerebro-cardiovascular events (MACCEs, ischemic stroke/systemic embolism, myocardial infarction, cardiac death) and bleeding events. A cox proportional hazard model analysis was performed to compare the outcomes with hazard ratio (HR) and 95% confidence interval (CI). Results: Total 4,773 elderly patients with NVAF were initially included. Four PS-matched groups including rivaroxaban vs. warfarin-only (n=1,079), dabigatran vs. warfarin-only (n=721), rivaroxaban vs. dabigatran (n=721), and switchers of warfarin to rivaroxaban vs. warfarin-only (n=287) were analyzed. Every group showed statistically similar results of MACCEs and bleeding events, except for the group of rivaroxaban vs. dabigatran. Rivaroxaban users showed higher risks of bleeding events than dabigatran users (HR 2.25, 95% CI 1.01-4.99). Conclusion: In the elderly patients with NVAF, efficacy and safety outcomes among oral anticoagulants including DOACs and warfarin were similar, while rivaroxaban are more likely to have higher bleeding risks than dabigatran. Further research using large size sample is needed.

• Journal of Korean Library and Information Science Society
• /
• v.53 no.1
• /
• pp.211-230
• /
• 2022

The purpose of this study is to examine the relationship between reading attitude, reading amount, and personality type of college students, and to prepare a plan to improve the reading rate. As a result of the study, Reading attitudes have been shown to affect reading volume, paper book reading amount, personal reading amount, and e-book reading amount. In the personality type, openness has had a positive impact on reading and reading attitudes. On the other hand, the attention was negatively affecting the reading amount and the reading attitude, except for the amount of e-book reading. The implications derived from this are as follows. First, college students need a library environment and a library environment that can read books that can read books. Second, in order to increase the reading amount of extraversion, it is necessary to conduct dynamic reading activities in the center of the activity and conduct a local reading club activity linked to community activities.

• The Journal of Asian Finance, Economics and Business
• /
• v.9 no.5
• /
• pp.29-39
• /
• 2022

The outbreak of the COVID-19 pandemic has had a significant impact on the Vietnamese economy. In the midst of a complex disease that compelled people to limit their interaction, customers' shopping habits shifted from "offline" to "online" transactions. Mobile payments have also grown in popularity. The goal of this study is to figure out what factors influence the use of mobile payments by hotel clients in Can Tho after COVID-19. The research team also examines how those factors influence customers' willingness to use mobile payment and makes recommendations to better the current situation. Primary data was collected from 227 persons using online surveys and processed with SPSS software for this study. To analyze the correlation relationship between the elements determining the intention to use, the Cronbach alpha, EFA, Correlation, and Regression methods used to assess the scale are applied. Perceived Trustworthiness, Perceived Usefulness, and Perceived Ease of Use all have positive effects on customers' propensity to use, according to the findings. Perceived Security, on the other hand, has no bearing. The findings of this study have significant theoretical and practical implications for the development of mobile payment services in Can Tho, particularly following the implementation of COVID-19.

• Journal of Digital Convergence
• /
• v.20 no.3
• /
• pp.19-26
• /
• 2022

The purpose of this study is to find out how Korea's national image is being established through content analysis of articles related to Korea by the People's Daily in China. There were 253 articles related to Korea published in the People's Daily from 2016 to 2020. Using content analysis methods, articles related to Korea were reviewed in five categories: number of articles, page, source, subject matter, and propensity to report. According to the results of the study, the number of articles related to Korea in the People's Daily has decreased since 2016, and the topic of articles has been in many political and social sectors. In 2016 and 2017, South Korea's decision to deploy THAAD led to a number of articles published in the military sector, and there were negative articles only in military articles. The majority of articles related to Korea in the People's Daily show that it describes Korea positively or objectively. In this regard, the People's Daily shows that it is building a positive image of Korea.

• Journal of Korea Trade
• /
• v.27 no.1
• /
• pp.60-78
• /
• 2023

Purpose - The study analyzed 90 online firms worldwise and observed them for ten years to investigate their investments and firm performance variabilities. This study attemped to verify the existence of agency problems in online firms. Through this, the paper intends to expand the scope of research in the fields of investment and firm value both empirically and in theory. This study also attempted to supplement the insufficient logic of previous studies by analyzing the relationship between investment and profitability. Design/methodology - In this study, the investment is subdivided into over-, under-, and neutral investments, and an empirical analysis of the firm performance was conducted. As investment generally has long-term effects, the impact of a firm's investment on future firm performance and variabilities in firm performance was considered over the short-and medium-term period. Findings - It was found that there was a negative relationship between firms with an overinvestment and future firm performance. Underinvestment has no clear statistically significant results on firm performance. This implies that overinvestment causes more reduction in future firm performance than underinvestment. It was also found that underinvestment and overinvestment significantly increased the variability of firm performance. A positive significance was found between under- and over- investment with a variability of 3 years and overinvestment with a variability of 4 years in the future. A negative relationship was found between neutral investment propensity and future performance variabilities. Neutral investment has less effect on the future performance variability of a firm than a firm's overinvestment and underinvestment. For online firms, underinvestment and overinvestment have a greater effect on the firm's future performance variability than neutral investment. Originality/value - The agency theory predicts that information asymmetry and adverse selection problems exacerbate conflicts of interest among stakeholders, thus firm performance. The study contributed to accumulating research on online firms that are currently underexplored by analyzing the investment behavior of major firms in the online industry.

• Korean Journal of Social Welfare Studies
• /
• v.40 no.1
• /
• pp.139-161
• /
• 2009

The purpose of this study was to investigate the paths of the related variables that exert an influence upon the increase in mild and serious delinquencies of part-time work adolescents. Based on differential association theory, social control theory and power resource theory, the research model was composed and analyzed through structural equation model. Data came from survey which was done by fifteen high schools located in Seoul, and 201 questionnaire of returned were used for analysis. The results were congruent with theoretical expectations. The relationship between work hour per week and delinquency was mediated by delinquent propensity of fellow workers, amount of spending money and school adjustment. In conclusion, various theoretical and practical implications for social work practice focusing on the part time work students were discussed. Enforcement of regulation and revision of current law and various ways for helping and supervising working students in school, family and working places are needed.

• Asia Marketing Journal
• /
• v.14 no.4
• /
• pp.77-94
• /
• 2013

Really new products (RNPs) provide novel benefits yet many consumers are reluctant to accept these highly innovative new products. Previous literature has shown that mental simulation is an effective method for enhancing the evaluation of RNPs. However, Castano et al. (2008) and Zhao, Hoeffler, and Zauberman (2011) demonstrate conflicting results as to which type of mental simulation (i.e., process versus outcome) is more effective for the enhancement of RNP evaluation. The authors try to reconcile these results by incorporating a moderating variable which is personal need for structure (PNS). PNS is an individual difference variable that taps the differences in people's propensity to cognitively structure and simplify their environment (Neuberg and Newsom 1993). From the analysis of the previous two works, the authors point out that consumers' susceptibility to uncertainty may contribute to the different results, and suggest that this susceptibility is dependent on consumers' PNS. To test the hypotheses established, an experiment was conducted. Waterless washing machine was presented as a RNP and PNS was measured by using the 12-item PNS Scale (Thompson et al. 2001). The results of the study show that for high-PNS consumers, process simulation is more effective than outcome simulation for enhancing the evaluation of a RNP, whereas for low-PNS consumers, outcome simulation is more effective than process simulation. This research contributes to the mental simulation and new product literature by suggesting and verifying that PNS moderates the effects of process versus outcome simulations for enhancing the evaluation of RNPs. This research provides important managerial implications for marketing managers of RNPs, indicating that they should take account of the target consumers' PNS in planning marketing communications. Specifically, when targeting high-PNS consumers, marketing communications that encourage process simulation may be more effective than those that encourage outcome simulation. In contrast, when targeting low-PNS consumers, marketing communications that encourage outcome simulation may be more effective than those that encourage process simulation.