• Asia Marketing Journal
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• 제17권2호
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• pp.39-62
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• 2015

Relatively little studies have investigated employee recovery from internal service failure, especially from the employees' perspective. When handling customer complaints, employees must not only deal with legitimate customer demands after a service failure, such as providing an apology, rectifying the problem, and offering compensation, but they must also manage illegitimate dysfunctional customers, who may yell, threaten, and even physically harm the employee. These negative experiences can have strong effects, and employees can exhibit higher levels of stress such as burnout and emotional labor, which have been linked to dissatisfaction, tension and anxiety, reduced performance and effectiveness, and a greater propensity to leave the firm, ultimately leading to negative financial consequences for the firm. These conditions result in internal service failure and create the need to recover employees-in other words, internal service recovery. However, little research has examined this issue so far. The purpose of the current study, therefore, is to investigate the relationship between internal service recovery and employee outcomes. A pre-test, post-test between-subjects experimental design was developed. Participants were 166 part-time students who were working full-time. The average age of the participants was 36.74 years, and 57.50% of them were female. The average length of employment was 13 years. Participants were randomly assigned to one of four groups of approximately equal size. Three of the groups were subjected to an experimental situation involving an internal service failure, while one group was not exposed to failure, thereby acting as a control group. This study contributes to the service marketing literature in several ways. First, the study extends service failure and/or recovery research by examining recovery in an employee context. Second, this study attempts to measure internal service recovery and to empirically demonstrate its relationship to employee outcomes. Third, this investigation emphasizes the managerial importance of internal service recovery. For example, understanding the nature of the relationships between internal service recovery and its consequences can improve the effectiveness and efficiency of managers' resource allocation decisions.

• Journal of Sport and Applied Science
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• 제7권2호
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• pp.39-51
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• 2023

Purpose: The purpose of this study was to investigate differences in the control process to satisfy spatial and temporal constraints imposed upon the anticipation timing response by analyzing the effect of spatio-temporal accuracy demands on eye movements, response accuracy, and the coupling of eye and hand movements. Research design, data, and methodology: 12 right-handed male subjects participated in the experiment and performed anticipation timing responses toward a stimulus moving at three velocities (0.53m/s, 0.66m/s, 0.88m/s) in two task constraint conditions (temporal constraint, spatial constraint). During the response, response accuracy and eye movement patterns were measured from which timing and radial errors, the latency of saccade, fixation duration of the point of gaze (POG), distance between the POG and stimulus, and spatio-temporal coupling of the POG and hand were calculated. Results: The timing and radial errors increased with increasing stimulus velocity, and the spatio-temporal constraints led to larger timing errors than the temporal constraints. The latency of saccade and the temporal coupling of eye and hand decreased with increasing stimulus velocity and were shorter and longer respectively in the spatio-temporal constraint condition than in the temporal constraint condition. The fixation duration of the POG also decreased with increasing stimulus velocity, but no difference was shown between task constraint conditions. The distance between the POG and stimulus increased with increasing stimulus velocity and was longer in the temporal constraint condition compared to the spatio-temporal constraint condition. The spatial coupling of eye and hand was larger with the velocity 0.88m/s than those in other velocity conditions. Conclusions: These results suggest that differences in eye movement patterns and spatio-temporal couplings of stimulus, eye and hand by task constraints are closely related with the accuracy of anticipation timing responses, and the spatial constraints imposed may decrease the temporal accuracy of response by increasing the complexity of perception-action coupling.

• 한국컴퓨터정보학회논문지
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• 제14권9호
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• pp.179-187
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• 2009

세계시장은 글로벌(Global)기업의 등장과 함께 국가 간 경계를 약화시켰으며, 제품의 설계, 마케팅 활동은 현지시장 위주, R&D 활동은 지식활동이 활발한 지역 단순 제품의 조립 제조는 저임금 지역으로 분산되고 있다. 이는 생산거점과 판매거점을 연결하는 네트워크(Network) 구성의 중요성이 대두되고 있다는 반증이다. 90년대 초부터는 다품종 소량생산, 고급화 및 소비자의 생산 프로세스 참여를 통한 수요창출 등 소비자 중심의 시장으로 다변화하고 있다. 이는 물류 체계에 있어 기술적 변화 요구에 적절히 대응하는 현상으로, 이를 증명하는 것이 e-비즈니스 등장과 이를 지원하는 부가가치 통신망(VAN: Value added Network) 전자문서교환(EDI : Electronic Data Interchange) 등이다. 본 연구에서는 국내외 육상, 해상 항공물류 시스템에 관한 문헌 연구를 통하여 각 시스템에 대한 실용분석을 시도하였으며, 한편으로 국내 항공사의 모델을 기초하여 항공사 물류시스템의 향후 개선 및 발전 방향을 제시하였다.

• 예술인문사회 융합 멀티미디어 논문지
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• 제7권2호
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• pp.227-236
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• 2017

양자점 셀룰라 오토마타(QCA: quantum-dot cellular automata)는 나노 규모의 크기와 낮은 전력 소비로 각광받고 있으며, CMOS 기술 규모의 한계를 극복할 수 있는 대체 기술로 떠오르고 있다. 다양한 QCA 회로들이 연구되고 있고, 그 중 카운터와 상태 제어에 필요한 래치는 순차 회로의 구성 요소로서 제안되어 왔다. 래치는 이전 상태를 유지하기 위한 피드백 구조의 형태를 가지고 있으며, 이를 QCA 상에서 구현하기 위해 4 클럭을 소모하는 사각형 형태의 루프 구조를 사용한다. 기존의 QCA 상에서 제안된 래치는 동일 평면상에서 제안되었으며, 피드백 구조를 구현하기 위해 많은 셀과 클럭이 소모되었다. 본 논문에서는 이러한 단점을 개선하기 위해서 다층 구조를 이용한 새로운 형태의 SR 래치와 D 래치를 제안한다. 제안한 3차원 루프 구조는 다층 구조 기반의 설계이며 총 3개의 층으로 구성한다. 각 층의 배선은 다른 층과 영향을 받지 않도록 인접한 배선 간 2 클럭 차이를 주어 설계한다. 설계된 래치 구조는 시뮬레이션을 수행하고 기존의 래치와 비교 및 분석한다.

• 한국프랜차이즈경영연구
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• 제9권4호
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• pp.33-43
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• 2018

Purpose - In hotel industry, quality of leader-member exchange(LMX) relationship is very critical, because it impacts on the employee's work attitude and behaviors. Thus, this research examines the effect of LMX on employee loyalty in the context of hotel business and identifies mediating roles of work stressors, work role performance in the relationship between LMX and employee loyalty. This research suggests the guidelines for how hotel leaders should manage their employees and build employee loyalty that improve management and business performance. Research design, data, and methodology - This study tests the structural relationship between LMX, work stressors, work role performance, and employee loyalty. Work role performance divide into three sub-dimensions such as individual task proficiency, individual task adaptivity, and individual task proactivity. In order to examine the purposes of this research, research model and hypotheses were developed. All constructs were measured with multiple items developed and tested in the previous studies. The data were collected from 113 franchise hotel employees and were analyzed using SPSS 22.0 and SmartPLS 3 program. Result - The findings of this research are as follows. First, leader-member exchange(LMX) have significant positive impacts on work stressors, work role performance, and employee loyalty. Second, work stressors have significant negative impacts on work role performance and employee loyalty. Third, work role performance has significant positive impact on employee loyalty. Conclusions - The outcomes of this research indicate that hotel leaders should focus on the dyadic relationship with their employees how to improve employee productivity through LMX relationship. In turn, the quality of this relationship influences employees's work attitudes and behaviors. As a result of increasing job demands in hotel business which relies heavily on human resources, the hotel leader must find ways to prevent or reduce stressors and associated strains. If hotel employees perceive the high quality of LMX relationship, they improve their work role performance which influences loyalty. Therefore, the hotel leaders should develop monetary or non-monetary reward system for the employees and, make an efforts to have unique social exchange relationships with employees.

• 스마트미디어저널
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• 제12권1호
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• pp.62-76
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• 2023

사용자가 경험할 수 있는 차원이나 경험 요소들의 특성을 이해하는 것은 박물관 모바일 애플리케이션 사용자 경험을 디자인할 때 매우 중요한 일이다. 본 논문은 박물관 모바일 애플리케이션의 사용과 관련된 경험에 대한 일련의 실험연구와 분석을 통하여 4가지 차원과 19가지 요소로 구성된 박물관 모바일 애플리케이션의 사용자 경험 프레임워크를 도출하고, 타당성도 검증하였다. 연구에 의하면 이들 4가지 사용자 경험 차원은 모두 애플리케이션 사용 만족도에 긍정적인 영향을 미쳤으나 각 차원의 미치는 영향 정도는 각기 달랐다. 본 논문의 실험에서는 4가지 차원 중 사용감성과 사용편의성이 가장 큰 영향을 미치며 사용유용성과 기능다양성은 상대적으로 적은 영향을 미치는 것으로 분석되었다. 또한 실험 결과를 통해 애플리케이션의 사용 경험이 사용자의 향후 추천이나 지속 사용의도, 또는 박물관의 실제 관람에 영향을 줄 수 있음을 확인하였다.

• 한국정보시스템학회지:정보시스템연구
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• 제32권1호
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• pp.1-21
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• 2023

Purpose The purpose of this study is to investigate the intention of early application users in consideration of the characteristics of digital finance-based MyData service users. It is expected that user characteristics will affect the intention to use MyData service, which has not yet been advanced, and accordingly, it will examine how the characteristics of the initial users of MyData service and the intention to use it are connected. Design/methodology/approach The model used in this study is a value-based adoption model (VAM), and a lot of research has been conducted on information technology and online user acceptance and continuous use intention of online users. VAM has been proven useful through empirical analysis in many studies. The value-based acceptance model is a method of analyzing the intention to use Benefits and Sacrifices as the main elements of perceived value. It can be said to be a model that can analyze the benefits of use and the sacrifices to be made. Findings According to the analysis results of this study, it was found that usefulness, enjoyment, and reliability, which are the benefits of MyData service apps, had a positive effect on perceived value, which is partially consistent with existing research results. However, it was found that complexity, which is the sacrifice of MyData service apps, negatively affects perceived value and security has no negative impact. The results of security are considered to be complementary to financial institutions because MyData service deals with financial data based on personal information, and the research hypothesis is rejected because users' demands are relatively low. Therefore, MyData service apps should do more to increase benefits (usefulness, enjoyment, and reliability) than to reduce sacrifice (complexity) to users.

• 한국항해항만학회:학술대회논문집
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• 한국항해항만학회 2021년도 추계학술대회
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• pp.132-133
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• 2021

In recent years, energy harvesting from natural sources and waste heat has been attracting more attention from researchers in response to ever-growing energy demands, high energy prices, and climate-change-mitigation purposes. It is also an important step towards future sustainable energy usages. In thermal dynamic cycles, expanders are playing as the most important equipment for waste heat recovery and energy harvesting as well. As a kind of expander, the bladeless turbine has a promising future and more widely using owning its advantages on relatively long life, good off-design performance, easy operation cleaning and maintenance, a simple structure, no blade corrosion, and low manufacturing costs. There are numerous studies about using the Tesla Turbine as a key technology for energy harvesting in a wide range of applications and conditions. They are presented to help identify technologies that have sufficient potential for applicating to our life and marine industrial engineering. This review paper, initially, presents an overview of current studies both theoretical and experimental of Tesla Turbine usage for waste heat recovery alongside its challenges and investigation on the effect of its configuration, working fluid selection as well. To conclude, future perspectives besides possible ways of transforming waste heat energy to electricity or work, which leads to circular energy, are discussed. The ambition of this paper is to act as a first-hand reference, through the well-defined possible directions, to the young researchers and senior scientists.

• 반도체디스플레이기술학회지
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• 제22권4호
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• pp.124-130
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• 2023

Recently, fan out wafer level packaging, which enables high integration, miniaturization, and low cost, is being rapidly applied in the semiconductor industry. In particular, FOWLP is attracting attention in the mobile and Internet of Things fields, and is recognized as a core technology that will lead to technological advancements such as 5G, self-driving cars, and artificial intelligence in the future. However, as chip density and package size within the package increase, FOWLP warpage is emerging as a major problem. These problems have a direct impact on the reliability and electrical performance of semiconductor products, and in particular, cause defects such as vacuum leakage in the manufacturing process or lack of focus in the photolithography process, so technical demands for solving them are increasing. In this paper, warpage simulation according to the thickness of FOWLP material was performed using finite element analysis. The thickness range was based on the history of similar packages, and as a factor causing warpage, the curing temperature of the materials undergoing the curing process was applied and the difference in deformation due to the difference in thermal expansion coefficient between materials was used. At this time, the stacking order was reflected to reproduce warpage behavior similar to reality. After performing finite element analysis, the influence of each variable on causing warpage was defined, and based on this, it was confirmed that warpage was controlled as intended through design modifications.

• 유통과학연구
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• 제22권2호
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• pp.41-50
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• 2024

Purpose: This study aims to identify the distribution of skill evolution for accounting personnel during the health crisis and investigate the impact of accounting skills in developing resilience among accounting personnel. Research design, data, and methodology: A total of 131 respondents of accounting personnel participated in a self-administered survey questionnaire. This data is analysed using the partial least square structural equation modeling. Results: The results show that accounting skills, digital skills, and writing skills have a significant impact on developing accounting personnel's motivation, subsequently leading to resilience. Conclusions: This study adds to the literature on the new requirements and future profiles of Malaysian organisation and the accounting profession. This will be a good reference for the practitioners to identify the relevant skills required for accountants after the pandemic. Furthermore, this study includes encouraging motivation and skills to improve resilience in the Malaysian context further to understand the push factors on skills evolution among the accountants. Higher education institutions with accounting courses would consider the potential future skills of accountants to meet market demands on time when updating the institutions' curricula program. Hence, the relevant skills required can be developed and practiced at the education level, especially secondary and tertiary levels.