• Journal of Service Research and Studies
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• v.6 no.3
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• pp.57-78
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• 2016

The purpose of this research is to study how service recovery activities influence customers' commodity churning in the media telecommunication industry(CATV industry). Put it differently, we tried to identify this change of commodity churning rates by the stages of service failures, by which we intend to emphasize the importance of service recoveries. Korean media telecommunication market has already been saturated; customers tend to move to bigger major companies with better customer care increasingly. As once customers gone never returns, CRM functions are being reinforced over the time. We were able to have the following results. First, turning rates, for those experienced service failure, who were dissatisfied with service recovery activities are 2~5 times (monthly average turning rates are 1.3%) higher than those satisfied. Secondly, active service recovery activities at the customer's service request after experiencing service failure lowered churning rates significantly. The most effective timing is service recovery activities pre-recovery stage. Thirdly, reward activities after service recovery activities at the immediate recovery stage is more effective than service recovery at the arranged recovery schedule and reward activities after customer's expressing churning intension. The implications of this study are that firms should engage in service recovery activities at the time of identifying service failures, prior to customer's expressing churning intention, which means relatively lower ROI for the service recovery activities than the times of customers' expressing churning intention.

• Korean journal of food and cookery science
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• v.29 no.5
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• pp.605-616
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• 2013

A multistage approach for service recovery enables restaurant managers to do the most effective recovery strategies to reduce customer dissatisfaction and lead to positive behavioral intentions. The purpose of this study was to identify the most effective service recovery strategies in terms of service stage and examine the relationship between service strategies and behavioral intentions. A total of 227 diners examined the customer perceptions to recovery strategies (tangible strategy and intangible strategy) following service failures in each of the four stages:1) reservation and parking, 2) seating and ordering, 3) meal consumption, and 4) payment and exit. The one-way ANOVA showed that intangible strategies were relatively more effective than tangible strategies regardless of service stages. Free meal or free dessert were most effective in service stage 1 and stage 2 whereas correct the failure and reperformance of service found to be the most effective service recovery strategy. Regarding the association between service recovery strategies and behavioral intentions, multiple regression analysis showed that intangible strategies influenced diners' likelihood of positive behavioral intentions whereas tangible strategies lead to diners' willingness to positive behavioral intentions only in service stage 1. The findings enable restaurant practitioners to improve service recovery activities from a service stage perspective.

• International Journal of Quality Innovation
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• v.10 no.1
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• pp.37-51
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• 2009

The purpose of TQM (Total Quality Management)-centered organizational culture is to enhance the efficiency of business through the proper allocation and concentration of restricted resources. In order to maximize the corporate profitability through customer satisfaction, what kind of, when and how many resources should be allocated and managed to the preventive TQM activities and corrective TQM activities have become a very important decision making factors at the point of high management. This study aims to identify the causal relationships of quality-centered organizational culture on service quality and customer satisfaction relating to service failure in food service industry. And this study is intended to discover the factors of quality-centered organizational culture which impacts on service recovery justice after service failure happens, and it can be helpful for the top managers to make a decision to how to form corporate structural culture.

• Journal of Digital Convergence
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• v.11 no.2
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• pp.115-125
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• 2013

Unexpected consumer dissatisfaction emerges through rapid growth and expansion of on-line shopping channel. This research focused on the fashion online retail channels' negative aspect caused by service failure which possibly disappointed consumers. We also tried to seek for appropriate service recovery types based on frequently offered recovery types on-line. Data from college students were analyzed. Results indicate that fitting problem, insufficient information, product defect, inventory problem and slow delivery were the main service failure types in apparel e-shopping. Regression analysis identified that among these types, insufficient information, product defect, and slow delivery had significant influence on channel satisfaction after post recovery effort. Results also confirmed significant relationships between channel satisfaction and channel switching. Consumers perceived benefit level causes overall channel satisfaction level to rise while perceived risk leads to lower level of channel satisfaction. Choosing desirable service recovery activities in each service failure situations is necessary in order to raise consumer's channel satisfaction in online apparel shopping.

• Journal of Korean Academy of Nursing Administration
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• v.19 no.4
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• pp.449-461
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• 2013

Purpose: The purpose of this study was to explore the relationship between cost and revenue for inpatient nursing activities in general wards. Methods: Data were collected from 12 medical-surgical wards in one general hospital from January 1 to December 31, 2010. The nursing activities were categorized into 2 groups according to nursing service payment type in terms of the Korea health insurance system. Descriptive statistics were used to identify nursing activities and nursing activity costs. Results: Of 140 nursing activities identified as performed in general wards, payment for 69 items was included in nursing management fees. The percentage of each cost for the nursing units was 90% for labor, 4% for materials, and 6% for operating expenses. The cost for medical support nursing service accounted for 38% of costs and nursing management fees, 62%. The average profit and loss was -237,257,000 won. The cost recovery rate for nursing service was only 44%. Conclusion: The results indicate a need to measure the economic value of nursing activities performed in general wards and use it as a basis for establishing an adequate reimbursement system for nursing service.

• The Korean Journal of Community Living Science
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• v.28 no.4
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• pp.641-651
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• 2017

This study aimed to identify factors that promote participation of rural women in community activities. A total of 466 rural women (effective recovery rate 84.6%) residing in rural areas from October 10 to October 14 in 2016 were surveyed. The main results of the study are as follows. First, the highest participation of rural women in community activities involved women farmers' organizations, which also showed the highest satisfaction. The purpose of their participation in community activities was for community service. Second, there were differences in participation among groups according to individual factors such as age, annual income, and occupation as well as value factors such as sense of community and life satisfaction. Third, with higher age and income and sense of community, rural women were more likely to participate in community activities.

• Korean Journal of Community Nutrition
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• v.13 no.5
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• pp.674-681
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• 2008

Hospital malnutrition could be caused by not completing the food served in the hospital. This has been a big problem since it delays the recovery of the patient and extends the length of hospital stay. The purpose of the study was to reduce the plate waste for the DM diet by performing several nutrition service improvement activities. The study was performed in a general hospital with 900 beds. A questionnaire survey was taken by 39 DM patients to obtain their aspect of the hospital foodservice systems and the quality of the meals at the beginning of the study. The amounts of foods served in the hospital kitchen and returned were measured by weights. After the improvement activities, the measurement of the plate waste was performed again for comparison. The average percentage of plate waste for the DM diet was 23.2%. The survey showed no difference by sex, age or duration of admission in plate waste. However, this food wastage percentage showed differences between the patients having a chance to get information about the diet therapy (12.21%) and not having one (26.06%) (p < 0.05). Using a five-point Likert-type scale, the quality of food by its taste was 2.49 (1: very poor, 5: excellent), the temperature score was 3.56 (1: very poor, 5: excellent), and the amount of food served score was 2.95 (1: very poor, 5: excellent), and the preference score was 3.13 (1: very dislike, 5: very like). Nutritional care improving activities were performed by adjusting seasonings, developing new menus, and standardizing cooking methods in order to increase the satisfaction of meal quality. The dietitian's inpatients care protocol was adjusted to expand the nutritional counseling chance for the DM patients. After the improvement activities, the average plate waste was reduced to 14.6%, and the satisfaction of food taste and preference increased to 3.21 (p < 0.001), and 3.36 (p < 0.05) correspondingly. The result shows that, for therapeutic diet patients, food intake could be increased by improving the food service satisfaction by controlling the meal quality and clinical nutritional service activities.

• Journal of the Korean Society of Food Culture
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• v.36 no.6
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• pp.622-632
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• 2021

This study was conducted to find out the optimal solvent extraction method [Distilled water (DW), 70% ethanol, 99% ethanol] of mushrooms, including Pleurotus ostreatus (Jacq.) Que, Pleurotus eryngii and Flammulina velutipes and improve their usability as natural antioxidants. To analyze antioxidant activities in each mushroom, total polyphenol, flavonoid contents, 2,2-Diphenyl-1-picrylhydrazyl (DPPH), 2,2'-azinobis(3-ethylbenzothiazoline-6-sulfonic acid) cation radical (ABTS⁺) and fluorescence recovery after photobleaching (FRAP) were measured. All mushrooms showed the highest total polyphenol contents in DW mushroom extract (p<0.001). Total flavonoid contents were the highest in P. eryngii and F. velutipes DW and 70% ethanol mushroom extracts (p<0.05). All mushrooms showed the highest activities using DPPH and FRAP assays in the DW extraction method (p<0.001). P. ostreatus (Jacq.) Que and P. eryngii showed the highest ABTS⁺ radical scavenging activity in the DW extraction method, and F. velutipes showed the highest activity in the 70% ethanol extraction method (p<0.001). As a result of comparing IC₅₀ values of DPPH and ABTS+ radicals and FRAP EC₅₀ values, the DW P. ostreatus (Jacq.) Que extract showed high antioxidant activities (p<0.001). Pearson's correlation between total polyphenol contents and antioxidant activities showed a positive correlation in all mushrooms (p<0.01). Therefore, extraction of the mushrooms with DW can enhance the extraction of effective bioactive substances and antioxidant activity.

• Journal of Korea Port Economic Association
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• v.39 no.2
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• pp.111-128
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• 2023

Due to the coronavirus pandemic, interest in outdoor leisure activities is growing. Among outdoor leisure activities, marine sports can be seen as having good conditions to enjoy in Korea. In the case of yachting among marine sports, a number of yacht experience programs have recently been operated centered on Gwanganli and Suyeong Bay in Busan. This yacht experience is an attractive tourism product that can be enjoyed casually, and can bring stress relief to many users. This study tried to verify the effect of the attractiveness of the yacht experience on the stress recovery based on the tourists' experiences using the yacht experience tour. In addition, we tried to verify the intention of revisiting the yacht experience or sharing it with others through SNS through this stress recovery. In addition, as a moderator variable, the difference between the MZ generation and other generations, which use SNS more actively than other generations, was presented and its significance was verified. The survey of this study was conducted online for tourists who experienced yacht experience in Busan. As a result of the analysis, among the attractive factors of the yacht experience, the program, landscape, facilities and service was found to have a significant influence on the users' stress recovery, and satisfaction through stress recovery had a significant effect on the intention to revisit and to share the SNS. In the verification of the moderating effect according to age, a generational difference in revisit intention between the MZ generation and other generations was confirmed. Through this study, it was suggested that various programs of yacht experience should be developed to induce users to revisit, and various marketing using SNS should be carried out.

• Journal of Korean Physical Therapy Science
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• v.30 no.4
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• pp.29-43
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• 2023

Background: In the rehabilitation of stroke patients, regular physical activity is very important not only as a treatment for maximal functional recovery but also as a strategy to prevent the recurrence of stroke. The purpose of this study was to objectively measure the amount of physical activity in people with stroke, and to examine the differences in motor and cognitive function according to a level of physical activity. Design: A cross-sectional study. Methods: Physical activity (GENEActiv), motor function (Fugl-Meyer Assessment), cognitive function (Montreal Cognitive Assessment-Korean version), and the Korean version of Modified Barthel Index were evaluated in adult stroke patients with hemiplegia. Results: There was no statistically significant difference in the level of physical activity according to the motor and cognitive function. There was no statistically significant difference in motor and cognitive function according to the level of physical activity, but there was a statistically significant difference in the MBI (p<.01). Conclusion: As a result of the difference in the MBI according to the level of physical activity, it was found that the more moderate to vigorous physical activities are performed, the higher the independence in daily living. These results can be interpreted as that the more often you participate in physical activities such as physical therapy (gait training), the better your independence in ADL. Since regular physical activity participation of adult stroke patients can improve daily living performance, it is considered necessary to participate in physical activities such as continuous physical therapy.