• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.16 no.12
• /
• pp.8462-8471
• /
• 2015

It is widely known that consumer satisfaction, as well as consumer voice and loyalty, affect firms' performance. Prior studies on consumer satisfaction have focused on expectancy disconfirmation theory and its effects on satisfaction related to disconfirmation with consumer expectation and with perceived performance. This study classified consumer expectation into should-expectation and will-expectation, and investigated how disconfirmation with these expectations affects consumer satisfaction differently based on regulatory focus. Specifically, for promotion-focused consumers, disconfirmation of will-expectation has a more significant influence on consumer satisfaction than that of should-expectation. For prevention-focused consumers, disconfirmation of should-expectation has a more significant influence on consumer satisfaction. The results of this study provide academic insights that not only generic expectation (will-expectation) but also should-expectation play an important role in determining consumer satisfaction according to regulatory focus. In addition, it is expected that the findings can be used as a guide to manage consumer expectation in practice.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.17 no.7
• /
• pp.245-255
• /
• 2016

Consumer expectation is divided into rational and emotional components with regard to the experience of products or services. The purpose of this study is to investigate the relationship between these two types of expectations and consumer satisfaction. For the theoretical framework, we use the dual expectation theory with respect to the should-expectation and will-expectation, and verify their effects on consumer satisfaction. The findings of this study imply that under rational expectation, consumer satisfaction increases when the result of their experience exceeds their expectation and the impact is stronger when the will-expectation is satisfied. Under emotional expectation, consumer satisfaction increases when the should-expectation exceeds the result of the actual performance, but decreases when there is disaccord between the will-expectation and performance. For emotional-based expectation, the impact on consumer satisfaction is stronger for should-expectancy disconfirmation than for will-expectancy disconfirmation.

• The Korean Society of Law and Medicine
• /
• v.14 no.1
• /
• pp.209-236
• /
• 2013

The concept of expectation rights considers 'the expectation' that the patient should be given proper medical treatment as the benefit and protection of the law, so it would be the benefit and protection of the law due to personal rights different from 'the legal principle that has the possibility to a considerable extent' being in an extension of life and body. However, the problem how the patient's expectation of medical service sets up in order to make it the benefit and protection of the law would be still left in the vague concept of the patient's 'expectation', thus, in the first place, the medical practice following formed medical standard in every particular medical institutes should be the standard because these medical services are normally within a range of the patients' expectations. In addition, it should be naturally constituted as mental profit to get the subjective circumstances such as 'the patient's expectation' to be an object, and also, different from the profit and protection of the law such as life and body that should be absolutely protected, the origin of violation behavior should be regarded simultaneously to define the denotation of expectation rights. Therefore, the expectation rights violations would be problematic in case it fails to reach the medical standard that is expected for common doctors to practice properly. This is the concept of expectation rights that gets subjective matters such as the patient's expectation to be objectivity as medical practices that can be expected by generalized abstract doctors. This standard should be defined as the minimum standard that is naturally expected for doctors to practice, different from medical standard that decides the level of doctors.

• Journal of the Korean Institute of Landscape Architecture
• /
• v.26 no.3
• /
• pp.189-198
• /
• 1998

This study explored the effects of expectatioin, performance, and disconfirmatoni on satisfaction of theme park users. Everland was chosen as the study area, and 260 users were selected by the nonprobability sampling. In expectation disconfirmation paradigm, expectation should be measured before purchase, and performance, disconfirmation and satisfaction should be measured after purchase. An entrance survey was done to measure expectation, and an exit survey to measure performance, disconfirmation, and satisfaction. Maximum likelihood method was used to estimate structural equation model by the LISREL 7.2. Performance had the most significant effect on satisfaction among three variables. The satisfaction of theme park users depends largely on it, therefore, the consideration of visitors' performance should e essential for managers.

• Journal of Distribution Science
• /
• v.16 no.11
• /
• pp.47-56
• /
• 2018

Purpose - In this research, the expectation level of service of Incheon International Airport was investigated. Service expectation level is critical to the customers' satisfaction and should be managed. Regarding the expectation level of service, the concepts have been defined and introduced by some researchers including Zeithaml, Berry, and Parasuraman (1993). However, due to the difficulties of measuring the level, researches on the expectation level of service have been limited. The main reason of difficulties of measuring the effects is that desired service, adequate service, perceived service, predicted service which are the conceptual components of the expectation level of service are psychologically described concepts and thus are hard to set up standards and to measure numerically. All that one can discern is that desired service level is higher than adequate service level or perceived service level is lower than predicted service level under the certain conditions, etc. Research design, data, and methodology - In this research, the level of service and factors affecting the level are investigated using the case of an Airport. The main idea of research is to investigate whether a supposed factor that is alleged to affect the expected service level is working empirically. The supposed factor is service provider's promise to provide certain level of service to customers. Results - The research results can be summarized as follow. First, service provider's promise, in this case the Airport's Service Quality Award by Airports Council International which can be regarded as objective promise to provide the certain level of service to customers is turned out to be influential to factors affecting expectation level of service. Second, service provider's promise affects to move the customers' expectation level of service upward especially the service of delivering the necessary information to customers in the airport correctly and swiftly. Conclusions - The implications of the research results are, first, customers' expectation level of service in influenced by service provider's promise, second, airport's service award increases the level of customers' service level and as a result for the airport to meet the customers' expectation level of service more efforts should be made.

• The Journal of Korean Academic Society of Nursing Education
• /
• v.18 no.3
• /
• pp.456-464
• /
• 2012

Purpose: The purpose of this study was to identify the level of role expectation of school health teachers recognized by elementary students and nursing college students and to compare role expectations between the two groups. Methods: The participants in this study were 323 elementary school students from 2 schools and 112 nursing students from 2 universities. Data was collected by a structured self-administered questionnaire and analyzed using descriptive statistics, t-test, and ANOVA by the SPSS 19.0 program. Results: The elementary students and nursing students recognized health service and health education as the most important role expectation for school health teachers. The role expectation of nursing students was higher than those of elementary students. The elementary students' points of view for role expectation were statistically different according to their health status. Conclusion: To improve the school health teacher's role, understanding the client's expectation is necessary. In addition to the role of health service and education, counseling for elementary students should be developed.

• Journal of Korean Academy of Nursing
• /
• v.20 no.1
• /
• pp.50-60
• /
• 1990

The purpose of this study was to investigate factors influencing role adaptation in newly employed nurses and the consistency between role expectations before employment and after one year of employment. The results of this study may contribute to strategy development towards positive role adaptation in newly employed nurses. The data used in this study were collected from 111 nurses, the sample was drawn from all newly employed professional nurses working at Y Medical Center in 1987. The data were collected longitudinally in the 2nd - 3rd weeks, the 3rd month and the 12th month after employment. The results of this study were as follows : 1. The degree of change the importance of factors influencing role adaptation and the length of time after employment were investigated. the result showed that the degree of change was the greatest within the first 3 months after employment. Important factors related to role adaptation were working conditions, the environment of the assigned ward and the work load. These factors always displayed high scores without any great change over time. New employees put more importance on practical factors which were obtained through experience in their jobs rather than on ideal factors Which they had considered more important while in school. 2. Consistency between role expectation before employment and after 12 month of employment was investigated. The highest consintency item was the expectation about the variety of Patients, and the highest inconsistency was the expectation about their own welfare. An average score of 69.07 points was achieved from a maximum of 125 points for the 25 items. showing that expectations for role development before employment were not fully satisfied. In conclusion the administraor should assess the initial expectation at the time of employment of new nurses and she / he should make clear to the new nurses that these expectations may not be realistic. In this way the administrator can provide more satisfactory conditions towards the expectations of the new nurses and help them towards positive role adaptation and reduction of role conflict. Newly employed nurses have high and unrealistic expectations about socialization to the profession from their nursing educational program. It is suggested that a transitional training program should be planned and carried out for newly employed nurses.

• Journal of the Korean Home Economics Association
• /
• v.44 no.3 s.217
• /
• pp.1-11
• /
• 2006

Although the personal credit rating has become more important than ever before in our era, a significant number of social problems have occurred due to the rising number of individuals and households with low credit ratings. The main objectives of this research are to determine effective policies of social remedies through an investigation of recognition, expectation, and utilization levels of relevant public policies available to assist individuals with low credit ratings. The sample population was taken from the credit defaulters who had visited the Credit Recovery Commission. The research was undertaken from April 28 to May 4, 2004. This study focused on the related variables concerning the degree of utilization of remedial public policies. The results showed that females, less educated individuals, and those with higher levels of expectation and recognition were more likely to utilize remedial policies. Based on the research, conclusions regarding the usage of public remedial policies for credit defaulters are as stated below. Education for households should be conducted in order to increase the expectation and recognition levels of relevant policies.

• The Journal of the Korea Contents Association
• /
• v.16 no.5
• /
• pp.638-650
• /
• 2016

The purpose of this study was to do an exploratory analysis on the expectation of Chinese high-school students on the benefits of higher education. Higher education benefits were categorized into monetary-investment benefit, non monetary-investment benefit and consumptive benefit. The differences in expectation according to independent student factors and family background were analyzed. The survey data on every high school's 300 students and 300 their parents total 1200 in 2 high schools in YanTai was put into the analysis. The differences among groups and items were analyzed using Cross tabulation, ANOVA, etc with SPSS. The major findings are as follows. First, Chinese high-school students' overall expectation on higher education benefits was high. Second, Expectation on higher education benefits differed according to independent student factors, such as gender, academic year, grade, etc. Third, expectation on higher education benefits differed according to factors of family background. Fourth, level of expectation on higher education benefits between parents and students differed. In the future, the government should consider such various expectations and differences when dealing with higher education policies and university operation.

• Journal of the Korean Dietetic Association
• /
• v.24 no.3
• /
• pp.246-260
• /
• 2018

This study examined the customers' perception on Home Meal Replacement (HMR) products. Specifically, there were three research objectives: 1. to identify the customers' HMR purchase patterns and preference of HMR product development; 2. to identify the attributes of the HMR products that the customers perceive; and 3. to examine the customers' level of expectation-confirmation toward HMR product attributes according to the demographic characteristics. This study employed a self-administered survey that was distributed online from November 21~24, 2017. The sample of the study was the customers who had purchased HMR products in the six months prior to taking the survey. A total of 553 respondents completed the survey, which was used for data analysis. The results revealed the customers' HMR purchase patterns. The major HMR product type of purchase was ready to heat (52.6%), while the main reason for purchasing HMR products was convenience (83.2%). For the differences in the level of expectation-confirmation toward HMR products in accordance with the demographic characteristics of customers, the results indicated that there was a difference in the expectation-confirmation level according to age, whereas the respondents aged 29 and under showed a significantly higher level of time-saving for the preparation and ease of cooking (P<0.05) than the other age groups. In addition, there was a significant difference in the expectation-confirmation level for saving meal preparation time (P<0.05) and convenience (P<0.01) among the customer's occupation. These findings can provide the basis for a strategy for developing HMR products reflecting the rapidly changing customers' needs. HMR products should be developed according to the specific target market, as the study indicated that the respective customer segmentation resulted in a difference in their expectation toward HMR products.