• Management & Information Systems Review
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• v.34 no.4
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• pp.83-95
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• 2015

This study examines influences of service employees' relational efforts on gratitude, indebtedness and purchase behaviors. The results follower like these. First, service employees' relational efforts have positive effects on gratitude(feelings of gratitude and gratitude-based reciprocal behaviors). And gratitude has a positive effect on purchase behaviors. Second, service employees' relational efforts have positive effects on indebtedness and indebtedness has a positive effect on purchase behaviors. It means gratitude and indebtedness can use marketing factors to influence on consumer behavior. But, indebtedness showed significantly close to the threshold, and the impact of indebtedness on purchase behaviors has the lowest than feelings of gratitude and gratitude-based reciprocal behaviors. Thus, it needs to be careful to use indebtedness as a marketing factor.

• Culinary science and hospitality research
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• v.22 no.6
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• pp.33-51
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• 2016

The hotel industry needs to make the competitive advantage difficult to be imitated in order to remain sustainable in competitive business circumstances. Front-line employees' service-oriented citizenship behaviors(OCBs) can be such a strength from the perspective of organizational system. With an aim of investigating the antecedents of the hotel front-line employees' service-oriented OCBs, this study proposed a theoretical framework linking authentic leadership to service-oriented OCBs with goal commitment as a mediator. A total of 260 cases without missing values have been used for the final analysis and structural equation modeling (SEM) is employed using the SPSS and AMOS 7. It was first found that self-awareness and relational transparency of authentic leadership made a significant impact on their goal commitment while balanced processing and moral perspective failed to influence them. Second. goal commitment influenced all sub-factors of service-oriented OCBs. Third, moral perspective and relational transparency of authentic leadership significantly influenced service-oriented OCBs while self-awareness and relational transparency failed to make it. Finally, goal commitment significantly makes an intervening effect for the relationship between self-awareness & service-oriented OCBs and relational transparency & service-oriented OCBs but failed to intervene the other relationships. The results provide theoretical and practical implications regarding directions of leadership styles and HR management in the hotel industry and suggestions for the further extended studies.

• Journal of Distribution Science
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• v.22 no.8
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• pp.137-145
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• 2024

Purpose: This paper aims to reveal similarities and differences in behaviors in negative consumer-brand relationships. Thus, we focused on consumer motivation which includes intensity and direction of behaviors. The motivation for negative customer behavior has been discussed in the context of brand hate, but there is only limited research that has tried to measure it using quantitative methods. We are trying to measure customers' motivation in negative consumer-brand relationships and reveal the relationship between in-field customers' negative behaviors. Research design, data, and methodology: We adopt Reactive-Proactive aggression to measure the motivation of customers' behaviors in a negative consumer-brand relationship. Also, to reveal the relationship between in-field behavior and customer aggression, we survey Korean game communities to reactive-proactive aggression and behaviors, whether they participate, in each observed behavior during the serial negative consumer movements that occurred in the Korean game industry. As a methodology, we run multinomial logistic regression. Results: We observed 9 behaviors in this case, and we found that reactive-proactive aggression is related to participation and motivation of these behaviors. Conclusions: We suggest the potential of reactive-proactive aggression as motivation for customers' complex negative behaviors. Based on this potential, we hope reactive-proactive aggression could be used to reveal similarities and differences in behaviors in negative consumer-brand relationships.

• Management & Information Systems Review
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• v.39 no.2
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• pp.127-143
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• 2020

As customers' irrational, rude behaviors are often covered by media recently, the issue is becoming a more serious social issue. Workers' stress in the service industry is very severe because they have to face and interact with customers with rude behaviors in-person due to the nature of the job. As a result of customers' rude behaviors, workers even desire to leave their organization because they feel doubts about their job and have negative emotions such as unpleasantness, depression, and fear. Considering that customers' rude behaviors directly impact service industry workers' ability to offer proper service, it is necessary to have appropriate measures against their rude behaviors. This research examined the impact of customers' rude behaviors on service industry workers' emotional dissonance, its impact on job stress, and the impact of job stress on organizational deviance, life violations and creativity. The study also analyzed the moderating effects of stress management education in emotional dissonance and job stress relationship to device ways to manage job stress more positively. To collect data, the study conducted a survey on medical service workers in the customer service sector of large general hospitals and small or medium-sized hospitals in Busan, and the results were as follows. First, rude behaviors had a significant positive(+) effect on emotional dissonance, which had a significant positive(+) effect on job stress. Third, job stress had a significant positive(+) effect on both organizational deviance an life violations. Fourth, job stress had a negative(-) significant effect on creativity. Fifth, there was no moderating effect of stress management education in the relationship between emotional dissonance and job stress.

• Journal of Korean society of Dental Hygiene
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• v.13 no.1
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• pp.45-60
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• 2013

Objectives : The number of North Korean refugees is remarkably increasing nowadays and there are many social and cultural issues related to their settlements in Korea. Stereotyping of group is generally unique and has influences on emotions and behaviors. The aim of this study was to investigate the relationship among stereotyping, emotion and service behavior of South Korean dentist towards North Korean refugee. Methods : Questionnaires for stereotyping, emotions and service behaviors were devised based on previous researches. Two-hundred and eighteen Korean dentists were randomly chosen and questionnaires were distributed. Correlation analysis, reliability analysis and primary component analysis were performed. Student t-test and one-way ANOVA were done to elucidate differences according to demographic factors. To examine the relationship among constructs, regression analysis was performed. Results : Stereotyping, emotions, and service behaviors are significantly related each other construct. South Korean dentists' stereotyping and emotions toward North Korean refugees are significantly different from those toward South Korean but service behavioral intentions were not different according to any demographic factor. Conclusions : The results imply that more contacts and education system are necessary to South Korean dentists to change their negative stereotyping and emotions toward North Korean refugees although their service behaviors are not affected at the moment.

• Korea Trade Review
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• v.42 no.2
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• pp.77-96
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• 2017

This paper attempts to analyze the influences of Korean global retailer's service marketing mix on local customers' satisfaction and their loyalty behaviors. Based on a literature review, three hypotheses are putting forward. The data from 139 customers in Weihai, China were used to test these hypotheses. This paper used Structural Equation Modeling to identify the relationship among the service marketing mix, the customer satisfaction and the customer loyalty behaviors. According to the empirical analysis, this study showed satisfactory data-fit of the proposed model and supported two of the three hypotheses. The empirical results indicated that the service marketing mix factors except the promotion factor take significant effect on the local customer satisfaction, and this in turn have influence on the customer loyalty behaviors. The result shows that Korean global retailers will need to leverage service marketing mix strategically when entering China. Practical implications of these findings needs to be considered for the global retailer to establish an effective marketing strategy.

• Asia Marketing Journal
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• v.19 no.1
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• pp.35-54
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• 2017

Researchers in marketing, sociology, and economics have been interested in the role of social interactions in consumer choice and consumption behaviors. Social interactions, labeled variously as peer effects, social contagion, and neighborhood effects, have important implications for firms' allocation of marketing efforts. In this research, we test and provide empirical evidence for peer effects in consumers' service usage in the context of gym-going behaviors. Using a detailed individual-level membership and attendance data at one of the largest health club chains in the U.S., we document that a focal member's gym-going behavior is influenced by the behaviors and characteristics of the peers at the same branch

• Culinary science and hospitality research
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• v.23 no.6
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• pp.110-117
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• 2017

This study intended to examine transitive relation among customer incivility perceived by deluxe hotel frontline employees, burnout, and deviant workplace behaviors and clarify the moderating effect of employees' stress. A total of 230 employees working in deluxe hotels in Seoul, the capital of Korea, in 2017 comprised the sample in this study. The hypothesized relationships in the model were tested simultaneously by using structural equation modelling (SEM). As results, customer incivility perceived by deluxe hotel frontline employees had significant (p<.001) positive influence on their burnout(${\beta}=.38$, t-value=4.93). Employees' burnout positively influenced their deviant workplace behaviors (${\beta}=.56$, t-value=7.22). In addition, customer incivility was found to positively affect employees' deviant workplace behaviors(${\beta}=.26$, t-value=3.90), and therefore, the moderating role of stress level was not verified. The findings of this study suggested that deluxe hotels are supposed to enhance their frontline service by providing orientation for customers through promotion materials. Limitations and future research directions of this study were also well established and discussed.

• The Korean Journal of Health Service Management
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• v.12 no.4
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• pp.155-172
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• 2018

Objectives: The purpose of this study was to investigate the influence of fall-related knowledge and fall prevention self-efficacy of care-givers working in long-term care hospitals on fall prevention behaviors and fall management behaviors for older adults with dementia. Methods: Participants were 125 care-givers working in long-term care hospitals. Data were collected with structured questionnaires from August 7 to 14, 2018. Data were analyzed by t-test, ANOVA, $Scheff{\dot{e}}$ test, Pearson's correlation coefficients, and multiple regression analysis using SPSS 18.0. Results: Fall prevention self-efficacy influence fall prevention behaviors(${\beta}=.55$, p<.001), while fall-related knowledge impacted fall management behaviors(${\beta}=.43$, p<.001). Conclusions: The results suggest that an education program for fall prevention of older adults with dementia in long-term care hospitals should focus on improving the fall-related knowledge and fall prevention self-efficacy of care-givers to increase both the fall prevention behaviors and fall management behaviors of care-givers.

• The Journal of Korean Medicine
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• v.35 no.4
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• pp.52-64
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• 2014

Objectives: This study aimed to investigate the relationship among perceived health status, dietary habit and health promoting behaviors of university students. Methods: The subjects were 464 university students. Data were collected by using self-reported questionnaires. The results were analyzed using descriptive statistics, t-test, ANOVA, Pearson's correlation coefficient and multiple regression analysis with the PASW 18.0 program. Results: The mean score of perceived health status was 3.24, dietary habit was 2.85 and health promoting behaviors was 2.24. There were significant differences in perceived health status according to gender, BMI, exercise and stress. There were significant differences in dietary habit according to residence, monthly allowance, drinking alcohol, exercise, sleeping hours and stress. In addition there were significant differences in health promoting behaviors according to gender, residence, BMI, smoking and exercise. Also, perceived health status significantly positively correlated between dietary habit and health promoting behaviors. Conclusions: As the results of multiple regression analysis, the related factors of perceived health status of university students were exercise, stress and spiritual growth factor. Therefore, it is necessary to develop multiple health promoting programs considering characteristics of university students. And various strategies have been developed to increase the physical activity should be run.