• Journal of Distribution Science
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• v.16 no.8
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• pp.69-77
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• 2018

Purpose - With growing competition in the service distribution industry, the importance of managing customer complaints has increased. If firms handle customer complaints effectively, they can strengthen customer loyalty and repurchase intention. Many studies have focused on customers expressing complaints, yet research on silent customers is scant. This study focuses on two types of complainers and non-complainers. In other words, this study is to examine the value of voice complaint intention and no-action intention. This study also investigates how perceptual and relational factors affect complaint intention. Research design, data, and methodology - This study was carried out using the survey with undergraduate students who have faced a service failure in a retail store(fast foods, electronics, apparel). And if such complaint were to occur again, respondents were asked about any possible action they would take. 300 questionnaires were distributed and a total of 279 respondents provided complete and usable data. The sample consisted of 158 males(56.6%) and 121 females(43.4%). The structural equation modeling analysis was used for the hypothesis test. Results - The results are as follows. First, attitude toward complaining, likelihood of successful complaint, and ease of complaint were positively related to voice complaint intention. Second, attitude toward complaining, likelihood of successful complaint, and ease of complaint were negatively related to no-action intention. Third, commitment was positively related to voice complaint intention but didn't have a significant negative impact on no action. Forth, voice complaint behavior reduced switching intention and no-action intention enhanced switching intention. Conclusions - The findings of this study confirm the value of complaint behavior and show voice complaint intention and no-action intention should be managed differently. Voice complaint intention is evaluated positively because it reflects customers' concerns about the company, while no-action intention is evaluated negatively. Attitude toward complaing is the most effective in increasing voice complaint intention and likelihood of successful complaint is a major factor in reducing no-action intention. Also, in explaining switching intention, voice complaint intention plays a more important role than no-action intention.

• Industry Promotion Research
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• v.1 no.1
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• pp.159-166
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• 2016

The purpose of this study is to present and identify the relationship for the effects of performance-based human resource practices on the organizational effectiveness with focusing on small and medium-sized enterprises around Shandong province of China. The performance-based human resource practice factors include selective employment system, education training system, evaluation system, compensation system and the career promotion ladder opportunity system. As a result, among ten hypotheses, six hypotheses turned out to be the meaningful approaches. In addition there exist some human factors that interfere with the fairness of the evaluation due to the regional and personal factors, assessment system difference among firms. Finally the compensation system and organizational investment for increasing or decreasing will critically affect the enthusiasm of the staff members of firms, and the less invested for thema, the greater the likelihood of their turnovers.

• Culinary science and hospitality research
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• v.13 no.4
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• pp.92-106
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• 2007

The most important factor in hotel business is the management system of human resources, and focuses on the role of a manager who successfully achieves the business objective. This study is based on a survey conducted on staff members from five-star hotels in Seoul and Gyeonggi Province. It aims to look into the influence of leadership and confidence on a Department Chief in terms of overall business achievement. As a result of the verified analysis of this study is as follows: First, the influence of the Department Chief's leadership on confidence(Estimate=1.083, C.R.=12.977) was the highest. Second, the influence of the Department Chief's leadership on business achievement(Estimate=0.651, C.R.=5.864) was relevantly high. Third, the influence of confidence of the Department Chief on business achievement(Estimate=0.217, C.R.=2.054) was relevantly low, but still beneficial. As a result of this study concludes that in order to enhance business achievement, both leadership and confidence of the Department Chief were crucial. Especially, the Department Chief's leadership had an effect on the level of staff members' satisfaction, devotion and intention to change one's occupation in the form of having trust on the Department Chief. Such a result indicates that the Department Chief's leadership plays an active role in elevating the staff members' satisfaction on their job. An elevated satisfaction level will further enhance trust, business performance, devotion to company, cohesion, and productivity.

• Journal of Intelligence and Information Systems
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• v.14 no.3
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• pp.25-39
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• 2008

The objective of this study is to forecast the operational continuous ability using Artificial Neural Networks in battalion defensive operation for the commander decision making support. The forecasting of the combat result is one of the most complex issue in military science. However, it is difficult to formulate a mathematical model to evaluate the combat power of a battalion in defensive operation since there are so many parameters and high temporal and spatial variability among variables. So in this study, we used company combat power level data in Battalion Command in Battle Training as input data and used Feed-Forward Multilayer Perceptrons(MLP) and General Regression Neural Network (GRNN) to evaluate operational continuous ability. The results show 82.62%, 85.48% of forecasting ability in spite of non-linear interactions among variables. We think that GRNN is a suitable technique for real-time commander's decision making and evaluation of the commitment priority of troops in reserve.

• Korean Journal of Construction Engineering and Management
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• v.4 no.3 s.15
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• pp.112-118
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• 2003

This study aims to management and environmental system is a set of a theory logic management tools and principles designed to create the administrative procedures that a company needs to integrate management and environmental concerns into its daily business practices. Integrate environmental considerations of risk reduction and wise resource management into daily business decision making that includes performance and cost. Seek management and environmental solutions that promote competitiveness environmental aspect recognize need for a commitment to continuous improvement of a it's decision making model. Provide business with tools and methodologies to make better environmental choices and understand the environmental effects of resource flows. A last of understand use of the Decision Making element principal as a guideline for evaluating and ranking approaches. The result of this study are summarized as follows; (1) setting for approach decision management select of the change environment police, (2) making improvements of developing operational controls setting targets, (3) measuring and achieving success of EMS, (4) decision making system on the Environment and Management

• Convergence Security Journal
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• v.11 no.2
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• pp.55-64
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• 2011

This study is to investigate the relationship of the effect of the private security guard unethical work ethic on job attitude and customer service. We extracted about 450 people examples after the Selection of the private security guard's in active service in Seoul in 2010, and totally 412 people examples were used. This study carried out factorial analysis, reliability analysis, correlation analysis, multiple regression analysis and pass analysis using SPSSWIN 16.0. The followings are conclusions. First, unethical work ethic affects on job attitude partially. Namely, tampering with work and information leaks reduce job attitude. Also, information leaks increase company's turnover rate. Second, unethical work ethic has no effect on customer service. Third, job attitude affects on customer service partially. In other words, the organizational commitment improves the quality of service but decreases the customer-centered service. Fourth, unethical work ethic has an effect on job attitude and customer service indirectly.

• Journal of the Korean Society of Clothing and Textiles
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• v.29 no.2
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• pp.307-317
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• 2005

The purpose of this study are to examine the supply chain management (SCM) actiities of apparel manufacturers and then to investigate the relation between apparel manufacturers' SCM activities and their major textile suppliers' and retaileers' characteristics. The data was collected from the apparel manufacturers categorized into the six product areas - woman's formal dress(30%), boy and girl's casual wear (30%), man's formal dress(15%), sports and golf wear(10%), inner wear (10%) and infant & children's wear(5%) - headquartered in Seoul, by quota convenience sampling during August 14-September 4 in 2003. From 150 questionnires of delivery, 125 were collected and 123 from 64 manufacturers were used for analysis. The SPSSWIN 10.0 was used for frequency analysis, descriptive statistics analysis, factor analysis, reliability analysis and canonical correlation analysis. the results of the study are as follows : (1) The SCM activities of apparel manufacturers showed that the activity levels of the factors of information systems ans understanding of demand characteristics were ranked on top while the activity level of collaborative partnership factor was lowest. (2) As the level of SCM activities such as communication and exchange of opinion, and commitment and leadership of a top management became higher, the elements of delivery performance, interest in total cost and relationship of the textile suppliers were more improved. (3) The SCM activities such as communication an exchange of opinion, intgrated management organization, management flexibilty, and collaorative partnership contributed for improvement of collaborative relationship with retailers.

• Journal of the Korea Convergence Society
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• v.10 no.2
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• pp.227-233
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• 2019

In order to suggest the utilization measures suitable of the 4th industry and design right in the management of jewelry company and also applying it to Korean jewelry industry, Also, the current status of Korean jewelry industry and design right was researched. Based on the theoretical background, the hypotheses were set up. After conducting a survey on the 4th industry, design right, management mind, and management intention targeting jewelry industry workers focusing on the set-up hypotheses. In the results The job currently working for in the jewelry industry and the job desired in the future were the design with the highest ratio, so that the importance of design was high in Korean jewelry industry. Also, design was the first priority of management mind, important elements of jewelry industry management, and successful management strategy while technology showed a bit less importance than factors of marketing, capital, and personal connections.

• Korean Journal of Construction Engineering and Management
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• v.20 no.5
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• pp.31-41
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• 2019

The purpose of this study is to investigate the participation of vocational training program of construction engineers and the impact of workplace learning (formal learning and informal learning) on human resource performances of construction engineers. The data of 306 construction engineers were extracted from 10,069 workers in various industries those were collected by 6th human resource company panel survey done by Korea Research Institute of Vocational Education & Training. This study found that, compared with workers in other industries, participation rate of construction engineers in workplace learning (formal learning, informal learning) was relatively low, and especially the participation rate of informal learning was significantly low. Regression analysis showed that participation in formal learning did not affect positive job performance and job satisfaction. On the other hand, informal learning has a positive effect on job capability, job satisfaction, and organizational commitment.

• Proceedings of the Korean DIstribution Association Conference
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• 2005.11a
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• pp.29-51
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• 2005

Brands are important in the consumer market. They are the interface between consumers and the company, consumers may develop loyalty to brands. also, The late development of industrial marketing explains the near absence of research on Brand Equity in business to business. With recent change, industrial companies have shifted from a production focus to a customer focus. industrial brand is fast developing. The basic purpose of this study is to investigate industrial brand trust and loyalty affecting the Result of business relationship between industrial buyers and suppliers. Factors hypothesized to influence trust in a brand include a number of brand characteristics, company characteristics and consumer-brand characteristics. This research presented a comprehensive constructive model consisting of components of industrial brand trust and loyalty, and then propose the research model base on prior researches and studies about relationships among components of industrial brand loyalty. Data were gathered from respondents who work in industrial buying center. For this study, Data were analyzed by SPSS 10.0 and AMOS 4.0. The results of this research analysis were as fallow. Industrial brand trust and loyalty were positively related with a number of industrial brand characteristics, supplier characteristics and buyer-brand characteristics. relationship commitment. This research newly proposed the concept of 'industrial brand trust and loyalty affecting the Result of business relationship between industrial buyers and suppliers'