• Journal of Family Resource Management and Policy Review
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• v.3 no.2
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• pp.33-50
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• 1999

The purpose of this study is to analyze the relationship of housewives’sense of ancestral service and behavior and to verify the how housewives’value orientation affects the sense of ancestral service and behavior. The data are collected from 393 housewives in urban. The statistics used for the analysis are Cronbach’$\alpha$, Frequency, Percentage, Mean, SD, and Multiple Regression Analysis. The results are summarized below: First, among the variables, degree of fate-control orientation is the most, on the contrary, material orientation is the lowest. Second, value orientation variables that affect sense and behavior of ancestral service are material orientation and gender equilibrium orientation. Third, the behavior of ancestral service is more traditional than sense of ancestral service. Fourth, cause-and-effect variable which affect behavior of ancestral service are education level, religion(Buddhism, Catholicism), employment status, number of children, health, daughter in -law’s ranking, sense of ancestral service, and value orientation, which affect the direct or direct and indirectly. Especially sense of ancestral service variable is the most important mediation one. We expect further studies on the sense of ancestral service and behavior with precise scale and sampling.

• Journal of the Korean Home Economics Association
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• v.28 no.1
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• pp.105-124
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• 1990

The purpose of this study is to investigate 1) the level of the city housewives' sense and behavior of wedding and ancestral service according to the background variables, 2) the relationship of the sense of wedding and ancestral service and behavior, and 3) what the most influential factors are. For the purpose of this study, 700 questionnaire were distributed to the housewives who live in Seoul and collected during the February 1989. And the measuring instruments are composed of 9 questions, 11 questions of the sense of wedding service, 12 questions of the sense of ancestral service, 11 questions of the behavior of wedding service, and 12 questions of the behavior of ancestral service. To obtain the sense and behavior of wedding and ancestral service scale, item analysis through Pearon's correlation and factor analysis, frequency distribution, percentile, mean, standard deviation, t-test, F-test, Pearson's γ, Paired-t-test, Duncan's Multiple Range Test, and Stepwise multiple Regression were used for data analysis. The major fidnigs are as follows: 1. The general tendency of the city housewives' sense of wedding service was modern. That of the city housewives' sense of ancestral service was the mid level of the traditional and the modern. According to background variable (ie: age, educational level, the number of children, the duration of marriage, religion, the existence of job, the existence of married son and daughter), the city housewives' sense of wedding service is different significantly. Accoring to background variable(ie: age, educational level, the average home income a month, the number of children, the duration of marriage, religion, the existence of married son and daughter), the city housewives' sense of ancestral service is different significantly. 2. The general tendency of the city housewives' behavior of wedding service was modern. That of the city housewives' behavior of ancestral service was somewhat modern. According to background variable(ie: age, educational level, the number of children, the duration of marriage, the existence of married son and daughter, the form of family), the city housewives' behavior of wedding service is different significantly. According to background variable(ie" age, educational level, the number of children, the duration of marriage, religion, the existence of job, the existence of married son and daughter), the city housewives' behavior of ancestral service is different significantly. 3. There were positive correlation between the city housewive' sense and behavior of wedding and ancestral service(P<.001). And the housewives' sense of wedding service was modernized than that of ancestral service, the housewives' behavior of ancestral service was modernized than that of wedding service. 4. The city housewives' sense of wedding service was the duration of marriage(β=-.226), influential factor. And influential factors on that of ancestral service were educational level(β=.250), the existence of married son and daughter(β=-.123), number of children(β=-.101). The influential factors on the city housewives' behavior of wedding service were age(β=-.193), the form of family(β=.097). And that of ancestral service were educational level(β=165), the number of children(β=-.157).

• The Journal of Economics, Marketing and Management
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• v.8 no.4
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• pp.27-35
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• 2020

Purpose - This study is aiming to understand the critical role of employees' organizational citizenship behavior in evaluation of employee service quality. This paper examined what emotional intelligence and empowerment affect to their organizational citizenship behavior and service quality. Research design - Data were collected by questionnaires through specialized hospital services. Survey was conducted on patients who have been treated at a spine specialized hospital. Results - Emotional intelligence and empowerment have direct effects on organizational citizenship. Service quality is a function of organizational citizenship. The results showed that emotional and motivated capabilities of individuals influenced organizational citizenship behavior. Managerially, this study contributes to the understanding of the role of organizational citizenship behavior in service sector. Conclusions - The relationship between service quality and organizational citizenship behavior and also examined the effect of combination of creative and voluntary behavioral attributes such as emotional intelligence and psychological empowerment have on voluntary organizational citizenship behavior. The results showed that in order to induce organizational citizenship behavior, emotional intelligence should be facilitated and empowerment enlarged.

• Korea Journal of Hospital Management
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• v.16 no.1
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• pp.50-76
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• 2011

This study chiefly aims to examine the relations between customer's responsive behavior and service recovery satisfaction in medical service failure. Therefore, this paper deals with the effect of medical service failure severity perceived by customers on complaint behavior and service recovery expectation, the effect of complaint appealing behavior and service recovery expectation on perceived recovery and service recovery satisfaction, and the roles of service recovery(compensation) and recovery fairness as moderating variables. According to the result of this research, it was shown that service failure severity affects complaint behavior and service recovery expectation positively, and compliant behavior and service recovery expectation affects perceived recovery performance and service recovery satisfaction positively. Moreover, the moderating roles of service recovery(compensation) and recovery fairness indicated partially significant results and affected perceived recovery performance and service recovery satisfaction direct positively. The result of this study is expected to provide support when medical institutes establish service recovery strategies.

• Journal of the Korea Safety Management & Science
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• v.9 no.5
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• pp.147-156
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• 2007

With the radical change of business environment, all service companies' employees are forced to provide many customers with high service quality every day, and the extra role(or organizational citizenship behavior) is more imperative than other industry. The purpose of this paper is to introduce Luthans & Kreitner's Organizational Behavior Modification(OB Mod) model to improve organizational citizenship behavior and service quality. With analyzing the relationships among target behavior(service quality), antecedents(OCB), and consequences(customer satisfaction), this paper reviewed OB Mod's 5 stages; identifying, measuring, functional analysis of the behavior, development of an intervention strategy, evaluation. This model has found to be useful in finding and improving troublesome employee behaviors in USA, but not been verified in Korea. Thus it is recommended to review the difference of organizational culture and practices before introducing the model.

• The Journal of Korea Robotics Society
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• v.2 no.4
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• pp.297-303
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• 2007

In this paper, we discuss a service to give alarm in the case of emergency for the old and the weak by human behavior recognition in Intelligent Space. Our Intelligent Space consists of mobile robots, sensors and agents. And these components are connected to network framework. Agent analyzes data acquired from networked sensors and determines task of robots and a space to provide a service for humans. In our emergency alarm service, human behavior recognition service module analyzes accelerometer data obtained from body-attached human behavior sensing platform, and classifies into four basic human behavior such as walking, running, sitting and falling-down. For the old and the weak, falling-down behavior may bring about dangerous situations. On such an occasion, agent executes emergency alarm service immediately. And then a selected mobile robot approaches fallen person and sends images of the person to guardians. In this paper, we set up a scenario to verify the emergency alarm service in Intelligent Space, and show feasibility of the service from our simulation experiments.

• Journal of Arbitration Studies
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• v.31 no.1
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• pp.173-194
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• 2021

This study was conducted to investigate the effect of the factors of delivery app service failure on consumption well conflict emotion and complaining behavior targeting consumers with experience using delivery apps, and the results of the study are summarized as follows. First, when looking at the demographic analysis, the proportion of men was 58.1% and women were 41.9%, and the age group was the highest with 91.9% in their 20s. Second, as a result of testing hypothesis 1 that the factor of delivery app service failure will have a significant influence on consumer conflict emotions, failure to provide app information and failure to deliver/food service showed a significant positive (+) relationship. Third, as a result of the verification of Hypothesis 2, that consumer conflict emotions will have a significant effect on the consumer's continued use intention, it was found to be insignificant and rejected. Lastly, hypothesis 3 that consumer conflict emotions will have a significant effect on consumer complaints behavior is that negative word of mouth behavior, complaint behavior from service providers, and complaint behavior from service managers were adopted, but the complaint behavior was rejected by third parties.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.2
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• pp.169-180
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• 2020

Globalization has led to a dramatic increase in intercultural service encounters between services providers and customers from diverse cultural backgrounds. This paper explores the causal relationship between service employees‟ cultural intelligence and adaptive sales behavior in intercultural service encounters, and the mediating effect of cognitive and emotional empathy on this relationship. A quantitative survey methodology was utilized to collect data on 341 salespeople at duty-free shops located on Jeju Island, Korea. Data analysis was conducted using SPSS 18 and Amos 18. The results show that cultural intelligence has a significant impact on cognitive empathy, emotional empathy, and adaptive sales behavior. Cognitive empathy has a positive impact on adaptive sales behavior, whereas the relationship between emotional empathy and adaptive sales behavior is not significant. Additionally, cognitive empathy mediates the relationship of cultural intelligence and adaptive sales behavior. This study has useful managerial implications for employee selection, training, and development in service firms engaged in intercultural service encounters. This study extends prior research on intercultural service encounters by exploring the direct impact of cultural intelligence on intercultural adaptation and the mediating effect of empathy, suggesting the presence of a cognitive mechanism that plays a key role in the impact of cultural intelligence on adaptive sales behavior.

• Journal of Korea Society of Industrial Information Systems
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• v.26 no.6
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• pp.97-118
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• 2021

This study empirically examines the effect of the psychological empowerment of airline cabin crews on customer-focused job performance attitude, service behavior by CSM, and service behavior beyond CSM. The research model and associated hypotheses were verified with the structural equation model. The findings of the study reveal that psychological empowerment has a effect on customer-focused job performance attitude and service behavior by CSM, but no effect on service behavior beyond CSM. And it is also shown that customer-focused job performance attitude has an effect on service behavior by CSM but no effect on service behavior beyond CSM. In addition, customer-focused job performance attitude shows a mediating effect between psychological empowerment and service behavior by CSM. On the other hand, it is analyzed that there is no mediating effect between psychological empowerment and service behavior beyond CSM. This study implies that the psychological empowerment and customer-focused job performance attitude of cabin crews are important at point of contact with customers to improve service quality, and psychological empowerment reinforces service behavior by CSM on the premise of customer-focused job performance attitude.

• 한국디지털정책학회:학술대회논문집
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• 2004.11a
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• pp.203-210
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• 2004

In this paper, the conceptualization and the measurement of service quality and the relationships among service quality, consumer satisfaction, value, and post behavior (post behavior and recommendations to others) are investigated. The results suggest that service quality is an antecedent of consumer satisfaction and that consumer satisfaction exerts a strong influence on payment value and post behavior.