• Korean Management Science Review
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• v.33 no.2
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• pp.29-47
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• 2016

Trust is formed from the day-to-day and persistent interaction relationship. The trust demands more and more at the age of uncertainty. Human beings are using media interaction. The area of communication with media is extended to virtual space. The purpose of this study is to qualitatively explain trust building process in virtual team by media using. In the pursuit of this purpose, we executed in-depth interview with the person who have experience communicating by media with a man of a complete stranger. They experienced the trust building process. Interview data were analyzed by a Structured Coding Techniques. The derived seven categories were reconstructed in consideration of the cause-and-effect relationship and the flow of events. We have discovered a new trust model that was the result from communication by a media using. The model presented is very useful to Individuals who need a new trust building relationship with stranger or virtual team member.

• Journal of Distribution Science
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• v.19 no.2
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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.

• The Korean Journal of Health Service Management
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• v.4 no.1
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• pp.1-10
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• 2010

The purpose of this study is to investigate the effects of provider and consumer characteristics, and patient trust on relational commitment among healthcare customers of an university hospital, and to suggest some implications for improving customer relation management of hospitals. Data were collected from 250 patients of an university hospital located in Ulsan using structured self-administered questionnaire. Major result of the analysis is as follows: First, study variables are significantly varied by age and income among socio-economic factors. Second, assurance, and empathy among provider characteristics and customer satisfaction and reputation among consumer characteristics are found to be significant affecting factors on patient trust. Third, trust affects significantly both on re-visit and recommendation among relationship commitment, while reputation affects on re-visit and customer satisfaction and reputation affect on recommendation. Above results imply that relationship management strategy for enhancing patient trust is crucial to improve competitiveness of hospitals in turbulent competition environment.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.29 no.2
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• pp.67-74
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• 2006

This paper is to test the mediating effect of superior trust on the relationship between organizational justice and service quality in service food industry. Based on 302 data gathered in western Kangwon area, analysis result showed that procedural, interactional, and distributive justice have affirmative relation with trust, and also trust has close relation with service quality. Therefore, trust appeared to have fully mediating effect on the relationship between organizational justice and service quality.

• The Research Journal of the Costume Culture
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• v.23 no.3
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• pp.484-497
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• 2015

The purpose of this study was to examine the effect that relation-building factors between beauty service stores and customers have on relationship quality and long-term orientation. Specifically, the influence of relation formation factors (relationship benefits and communication) on relationship quality (satisfaction and trust) and long-term orientation was empirically examined. This research was conducted through a questionnaire survey, and 402 adults were targeted from Jan. 6 to Jan. 16 in 2014. The results were as follows. First, the relationship benefits of beauty service stores were classified into four dimensions of psychological, social, economic, and informational benefits. It was found that only the dimension of psychological benefits had a significant influence on long-term orientation among the relationship benefits dimensions. Second, it was found that the psychological benefits of beauty service stores had positive effect on relationship quality (satisfaction and trust). It was shown that informational benefits had a significant influence on satisfaction only. Third, it appeared that communication had a positive effect on long-term orientation. Fourth, it was found that communication had a significant influence on relationship quality(satisfaction and trust). Finally, it was shown that relationship quality (satisfaction and trust) had positive effect on long-term orientation. The implications of the research and direction for future study were discussed.

• Journal of Distribution Science
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• v.21 no.12
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• pp.91-102
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• 2023

Purpose: This study analyzed the structural relationship between interaction quality and relationship satisfaction, towards providing managerial implications for effective relationship management in the B2B market. Research design, data and methodology: The following survey was conducted only if respondents had used the airline's B2C more than twice. A total of 398 copies were collected and empirical analysis was conducted using AMOS 18.0 and PASW 18.0. Results: The flexibility, quickness, and fairness that make up the interaction quality in airline B2C have been shown to have a significant impact on trust, relationship performance and relationship satisfaction. Conclusions: Usefulness, quickness, and fairness, which are sub-variables of airline B2C mutual quality, have a positive effect on trust. In addition, trust was found to have a positive effect on relationship performance and relationship satisfaction. We draw implications for the importance of interaction quality in order to strengthen and sustain relationships with users in the airline B2C distribution market. In addition, in order to build meaningful relationship performance and relationship satisfaction, interaction quality and trust level should be examined first, and interaction quality improvement should be the top goal.

• The Korean Journal of Health Service Management
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• v.7 no.3
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• pp.137-147
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• 2013

This study classifies the marketing mix of LASIK eye surgery clinics into 7Ps, examines the influence of each factor of 7Ps(product, place, price, promotion, process, people and physical evidence) on customer satisfaction, and investigates the effect of customer satisfaction on trust and relationship commitment. Survey of 500 patients who received surgeries in 3 eye clinics in Busan area was conducted through self-administered questionnaires, and, with this data, path analysis was performed to estimate the study model. Main result showed that, among 7Ps, product, price, promotion, people and physical evidence had significant positive effect on customer satisfaction which, in turn, had significant positive effect on trust and relationship commitment. Also, it was found that trust positively affected relationship commitment. This result would be considered helpful in medical institution's efforts to establish trust on customer satisfaction and maintain relationship commitment. It also implies that, in order to enhance competitiveness in increasingly competitive medical market, establishment of proper marketing strategy is urgently required where the determinants of customer satisfaction are effectively administered and ultimate relationship commitment of customers based on trust can be maintained and enhanced.

• Journal of Intelligence and Information Systems
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• v.23 no.2
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• pp.19-38
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• 2017

Collaborative filtering (CF) algorithm has been popularly used for implementing recommender systems. Until now, there have been many prior studies to improve the accuracy of CF. Among them, some recent studies adopt 'hybrid recommendation approach', which enhances the performance of conventional CF by using additional information. In this research, we propose a new hybrid recommender system which fuses CF and the results from the social network analysis on trust and distrust relationship networks among users to enhance prediction accuracy. The proposed algorithm of our study is based on memory-based CF. But, when calculating the similarity between users in CF, our proposed algorithm considers not only the correlation of the users' numeric rating patterns, but also the users' in-degree centrality values derived from trust and distrust relationship networks. In specific, it is designed to amplify the similarity between a target user and his or her neighbor when the neighbor has higher in-degree centrality in the trust relationship network. Also, it attenuates the similarity between a target user and his or her neighbor when the neighbor has higher in-degree centrality in the distrust relationship network. Our proposed algorithm considers four (4) types of user relationships - direct trust, indirect trust, direct distrust, and indirect distrust - in total. And, it uses four adjusting coefficients, which adjusts the level of amplification / attenuation for in-degree centrality values derived from direct / indirect trust and distrust relationship networks. To determine optimal adjusting coefficients, genetic algorithms (GA) has been adopted. Under this background, we named our proposed algorithm as SNACF-GA (Social Network Analysis - based CF using GA). To validate the performance of the SNACF-GA, we used a real-world data set which is called 'Extended Epinions dataset' provided by 'trustlet.org'. It is the data set contains user responses (rating scores and reviews) after purchasing specific items (e.g. car, movie, music, book) as well as trust / distrust relationship information indicating whom to trust or distrust between users. The experimental system was basically developed using Microsoft Visual Basic for Applications (VBA), but we also used UCINET 6 for calculating the in-degree centrality of trust / distrust relationship networks. In addition, we used Palisade Software's Evolver, which is a commercial software implements genetic algorithm. To examine the effectiveness of our proposed system more precisely, we adopted two comparison models. The first comparison model is conventional CF. It only uses users' explicit numeric ratings when calculating the similarities between users. That is, it does not consider trust / distrust relationship between users at all. The second comparison model is SNACF (Social Network Analysis - based CF). SNACF differs from the proposed algorithm SNACF-GA in that it considers only direct trust / distrust relationships. It also does not use GA optimization. The performances of the proposed algorithm and comparison models were evaluated by using average MAE (mean absolute error). Experimental result showed that the optimal adjusting coefficients for direct trust, indirect trust, direct distrust, indirect distrust were 0, 1.4287, 1.5, 0.4615 each. This implies that distrust relationships between users are more important than trust ones in recommender systems. From the perspective of recommendation accuracy, SNACF-GA (Avg. MAE = 0.111943), the proposed algorithm which reflects both direct and indirect trust / distrust relationships information, was found to greatly outperform a conventional CF (Avg. MAE = 0.112638). Also, the algorithm showed better recommendation accuracy than the SNACF (Avg. MAE = 0.112209). To confirm whether these differences are statistically significant or not, we applied paired samples t-test. The results from the paired samples t-test presented that the difference between SNACF-GA and conventional CF was statistical significant at the 1% significance level, and the difference between SNACF-GA and SNACF was statistical significant at the 5%. Our study found that the trust/distrust relationship can be important information for improving performance of recommendation algorithms. Especially, distrust relationship information was found to have a greater impact on the performance improvement of CF. This implies that we need to have more attention on distrust (negative) relationships rather than trust (positive) ones when tracking and managing social relationships between users.

• Journal of the Korea Safety Management & Science
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• v.15 no.4
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• pp.365-372
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• 2013

This paper reviewed the relationship between perceived organizational justice(distributive justice, procedural justice, interactional justice) and job stress, and the moderating effect of trust(organizational trust and superior trust). Based on the responses from 176 employees, the results of multiple regression analysis appeared as follow; 1) Distributive justice and interactional justice effect negatively on job stress, but procedural justice does not effect on job stress. 2) While organizational trust and superior trust are stronger, interactional justice effect less negatively on job stress. When interactional justice is higher, job stress is lower in high trust level than in low trust level.

• Journal of the Korean Society of Clothing and Textiles
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• v.30 no.9_10 s.157
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• pp.1445-1454
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• 2006

The purpose of this study was to examine the effects of consumer-brand relationship on purchasing attitudes toward counterfeits. 341 female college students who had purchased fashion luxury brand products were surveyed. For data analysis, descriptive statistics, factor analysis, pearson's correlations, ANOVA, and multiple regression were used. As the results, consumer-brand relationship was classified into three factors; commitment relationship, trust relationship, and emotion relationship. Also, higher consumer-brand relationship was correlated with higher preference and satisfaction, and lower purchasing attitudes toward counterfeits. Also, among the three groups(heavy/middle/low) of consumer-brand relationship, the heavy group had higher preference and satisfaction, and lower purchasing attitudes toward counterfeits. Also, results revealed that 'commitment relationship' and 'emotional relationship' accounted for 32% of the explained variance in 'favorableness', while 'trust relationship' and 'emotional relationship' accounted for 26% and 29% of the explained variance in 'trust toward product quality'. Based on these results, fashion luxury brand marketing strategy would be suggested.