• Journal of Distribution Research
• /
• v.17 no.1
• /
• pp.1-36
• /
• 2012

Service failure is one of the major reasons for customer defection. As the business environment gets tougher and more competitive, a single service failure might bring about fatal consequences to a service provider or a firm. Sometimes a failure won't end up with an unsatisfied customer's simple complaining but with a wide-spread animosity against the service provider or the firm, leading to a threat to the firm's survival itself in the society. Therefore, we are in need of comprehensive understandings of complainants' attitudes and behaviors toward service failures and firm's recovery efforts. Even though a failure itself couldn't be fixed completely, marketers should repair the mind and heart of unsatisfied customers, which can be regarded as an successful recovery strategy in the end. As the outcome of recovery efforts exerted by service providers or firms, recovery of the relationship between customer and service provider need to put on the top in the recovery goal list. With these motivations, the study investigates how service failure and recovery makes the changes in dynamics of fundamental elements of customer-firm relationship, such as customer affection, customer trust and loyalty intention by comparing two time points, before the service failure and after the recovery, focusing on the effects of recovery satisfaction and the failure severity. We adopted La & Choi (2012)'s framework for development of the research model that was based on the previous research stream like Yim et al. (2008) and Thomson et al. (2005). The pivotal background theories of the model are mainly from relationship marketing and social relationships of social psychology. For example, Love, Emotional attachment, Intimacy, and Equity theories regarding human relationships were reviewed. As the results, when recovery satisfaction is high, customer affection and customer trust that were established before the service failure are carried over to the future after the recovery. However, when recovery satisfaction is low, customer-firm relationship that had already established in the past are not carried over but broken up. Regardless of the degree of recovery satisfaction, once a failure occurs loyalty intention is not carried over to the future and the impact of customer trust on loyalty intention becomes stronger. Such changes imply that customers become more prudent and more risk-aversive than the time prior to service failure. The impact of severity of failure on customer affection and customer trust matters only when recovery satisfaction is low. When recovery satisfaction is high, customer affection and customer trust become severity-proof. Interestingly, regardless of the degree of recovery satisfaction, failure severity has a significant negative influence on loyalty intention. Loyalty intention is the most fragile target when a service failure occurs no matter how severe the failure criticality is. Consequently, the ultimate goal of service recovery should be the restoration of customer-firm relationship and recovery of customer trust should be the primary objective to accomplish for a successful recovery performance. Especially when failure severity is high, service recovery should be perceived highly satisfied by the complainants because failure severity matters more when recovery satisfaction is low. Marketers can implement recovery strategies to enhance emotional appeals as well as fair treatments since the both impacts of affection and trust on loyalty intention are significant. In the case of high severity of failure, recovery efforts should be exerted to overreach customer expectation, designed to directly repair customer trust and elaborately designed in the focus of customer-firm communications during the interactional recovery process to affect customer trust rebuilding indirectly. Because it is a longer and harder way to rebuild customer-firm relationship for high severity cases, low recovery satisfaction cannot guarantee customer retention. To prevent customer defection due to service failure of high severity, unexpected rewards as a recovery will be likely to be useful since those will lead to customer delight or customer gratitude toward the service firm. Based on the results of analyses, theoretical and managerial implications are presented. Limitations and future research ideas are also discussed.

• Journal of Families and Better Life
• /
• v.22 no.4
• /
• pp.173-180
• /
• 2004

This study analyzed Korean adults' perceptions of family functions and qualities needed for strong families. The sample consisted of 806 adults living in Seoul. Among different family functions, love and emotional support were considered the most important for family strength, while religion and consumption as family functions were not perceived as important. The surveyed adults thought that the function of socialization was the most essential among the family functions according to Murdock's(1949) theory, which were, sexual, reproductive, socialization, and economic functions. They responded that the most needed qualities for strong families were commitment, followed by appreciation and affection, positive communication, ability to cope with stress and crisis, enjoyable time together, and spiritual wellbeing. Adults' perceptions of family functions needed for strong families explained 27% of the variance in perceptions of qualities needed for family strengths. Finally, this study provides recommendations for future research.

• Journal of Families and Better Life
• /
• v.25 no.1 s.85
• /
• pp.59-75
• /
• 2007

This review synthesizes research during the past 15 years on the family relations of older persons. After discussing two background issues-sociodemographic changes of later life families and the status of the elderly-the following topics are addressed; relationships between aged parents and adult children, couple relationships, grandparents' relationship with their grandchildren and sibling relationships. Family relationships are vital support systems providing emotional and instrumental support in the lives of older persons. Mutual assistance and affection among family members were found to be common characteristics. Although research on family gerontology has increased in quantify, there are feater needs to develop qualitative, longitudinal and theory grounded studies to capture the rich complexity of family life. Other challenges and suggestions for future research on older persons' family relationship are presented.

• Journal of the Architectural Institute of Korea Planning & Design
• /
• v.35 no.12
• /
• pp.55-64
• /
• 2019

The purpose of this study was to analyze the affection of plan configuration on human emotion using Virtual Reality. A total of four different plan configuration was selected according to the prior study and built using Virtual Reality. The EEG was measured and then calculated using FFT to measure human emotion in different plan configurations. The measurements were shown to lead there was a significant statistical difference in four types of brainwaves between the plan types(p<0.05). This indicates that there is a possibility of plan configuration may exacerbate psychological disorder among single-person household and suggests that it is possible to counteract those stress among single-person household by changing the plan configuration in the earlier designing stage.

• Journal of Convergence for Information Technology
• /
• v.9 no.5
• /
• pp.235-242
• /
• 2019

we explored the case of 'H-Community', a private organization that supports alcohol-dependent homeless people living in the Jokbang village, based on the awareness that "the key to social assistance for alcohol-dependent homeless may be an influential relationship to replace the role of their families." The data collection and analysis followed the research that Spradley presented, and the result was 'living in the balance rather than the great affection'. However, the density of the relationship and emotional bond appeared different, which had something to do with their respective life processes and their health, age and economic conditions. These differences were categorized and suggested as arguments through 'a family-alternative relationship', 'emotional bond' and 'participation'. Based on the results, the conclusions presented the implications needed for alcohol-dependent homeless people.

• Korean Parent-Child Health Journal
• /
• v.5 no.2
• /
• pp.161-176
• /
• 2002

Among the causes of childhood behavioral problems - that is, physiological, psychological, and environmental factors -, the common element of non-organic psychological and environmental factors is influences from the parents. Roles of mother who does the biggest emotional exchange with the child after birth may have substantial association with the childhood behavioral problems. In this connection, the present explanatory study was conducted for the purpose of understanding the causal structural relationship in which mother's child caring behaviors affect child behavioral problems. The data collection period was July 2 - 7, 2001. The subject was 4th, 5th, 6th graders' mothers in 4 elementary schools located in Daejoen city and 299 surveys were used in the analysis. As for the tools used in this study to assess the mother's child caring Behavior Scale by Park, Seong-Yeon and Yi, Sook (1990) was used to measure the mother's behaviors. The child behavioral problems were measured with the Korean-Child Behavior Checklist (K-CBCL), standardized into the Korean version by O, Gyung-Ja, Yi, Hye-Ryon, Hong, Gang-Eui, and Ha, Eun-Hye. For the data processing, the frequency and the percentage were calculated, and the analyses of variance, correlation were carried out. The result of this study is summarized as follows: First, the examination of the effect of mother's general characteristics on the mother's caring behavior shows that significant differences are made by the active participation (p=0.020) in the occupation, affection(p=0.000), authority control(p=0.013), achievement(p=0.030), active participation(p=0.032) in the education level, consistency regulation(p=0.007) in the religion. Second, the examination of the effect of mother's caring behaviors on the child behavioral problems shows that significant differences are made by some child behavioral problems in the affection, achievement, consistency regulation, authority control, over protection caring behaviors. Third, as for the correlation between mother's child caring behavior and child behavioral problems, a significant correlation is revealed between the negative child caring behavior and child behavioral problems.

• Human Ecology Research
• /
• v.52 no.5
• /
• pp.529-539
• /
• 2014

The purpose of this study was to analyze the effects of the teacher-child relationship and child's perception of the psychological control of teachers on a child's aggression. A total of 216 4th graders from Dongjak-gu and Gwanak-gu, Seoul, participated in this study. A multiple regression analysis and Pearson's correlation analysis were performed using the SPSS ver. 18.0 program. The results were as follows: first, there was a meaningful relationship between a teacher-child relationship, the teacher's psychological control and the child's aggression. Second, closeness between the teacher and the child could reduce the child's overt and relational aggression, while conflicts between the teacher and the child could increase the child's overt, relational, and overall aggression. The teacher's blame, limit of the child's self-expression, and guilt induction could increase the child's overt aggression. Further, the teacher's withdrawal of affection, emotional disapproval, blame, and limit of self-expression could increase the child's relational aggression. In particular, the teacher's blame appeared to influence both the child's overt aggression and the child's overall aggression, and the teacher's withdrawal of affection appeared to influence the child's relational aggression. These results suggest that the relationship between a teacher and a child is a matter of mutual contribution. In other words, the better the teacher-student relationship is, the greater is the decrease in the child's aggression. This study provides the basic data for the development of an aggression prevention program for elementary school children.

• Science of Emotion and Sensibility
• /
• v.13 no.1
• /
• pp.163-178
• /
• 2010

Emotional associations formed in the relationships between the consumer and luxury brands can be approached via examining the roles these associations play when they account for the brand equity of the luxury brands. The present study is an exploratory examination on the effects a battery of emotional relationships exert upon the consumers' intention to participate in promotional activities and in communities built around the brand, which is a crucial part of the luxury brand's equity, in regards to Korea's burgeoning import auto market. Participants who completed the survey are professionals such as medical doctors, lawyers, accountants, and university professors. Included in the analyses are the top six automobile brands in sales(i.e., BMW, Lexus, Mercedes-Benz, Honda, Audi, and Volkswagen), and the scores that the respondents provided regarding the way they relate themselves to particular foreign car brands are analyzed and yield six different groups of emotional associations(i.e., affection, identification, indispensability, reliability, intimacy, and awe). The brand equity is measured with three variables that show the levels of the consumer's participatory intentions toward each brand are analyzed in order to elicit the antecedent variables and their impact on the participation variables in the regression models. When the respondents are divided into two groups by the levels of brand knowledge(i.e., scores drawn from the respondent's capability of correctly linking specific automobile brands with the corresponding corporate brands), consumers with higher brand knowledge show distinct patterns of influential variables, as they differentiate themselves from less knowledgeable consumers in terms of the influential antecedent variables accounting for the consumer's intended participation.

• The Journal of the Korea Contents Association
• /
• v.17 no.12
• /
• pp.257-265
• /
• 2017

The sand play therapy showed a clinical treatment effect to such children with lots of problem behaviors at the previous studies. This study aimed to evaluate the clinical effect to emotional and behavioral problems with 20 adolescents after 10 weeks group sand play therapy. After sand play therapy, the subjects showed a significant effect such that the MMPI depression scale score, somatic symptoms complaints, social discomfort, psychomotor retardation, somatic dysfunction, affection desire, bizarre sensation experience, shyness/self-consciousness were decreased from baseline to 10 weeks of the study. We suspected that the sand play caused to clinical effect to physical problems as well as emotional problems of the adolescents with school maladaptation.

• Journal of Korean Medical classics
• /
• v.19 no.2 s.33
• /
• pp.248-265
• /
• 2006

Impulse of ki refers to palpitation around the navel, it is mostly caused by impairment of yang due to erroneous sweating, deficiency of the spleen yang. Behcet's syndrome caused by prolonged damp-heat and pathogenic germs. Its symptoms are characterized by conjunctival congestion, blue canthus and ulceration of the oral cavity, restlessness all the time, etc. It is advisable to follow the therapeutic principles of clearing away heat and drying damp, detoxicating and sterilizing. Lily disease is one of the emotional disease. It caused by yin deficiency of the heart and lung, found in mental depression or convalescence after a critical disease. Its symptoms are characterized by restlessness, reticence, insomnia, failure to walk, poor appetite, a subjective hot or cold, bitter taste and dark urine. It is advisable to follow the therapeutic principle of nourishing yin to clear away heat. Cholera refers to the disease marked by sudden severe vomiting and diarrhea, and colic of the heart and the abdomen. It is mostly caused by deficiency of the ki in the middle-energizer, emotional stress, etc. It is characterized by such symptoms as sudden severe vomiting and diarrhea, restlessness, etc. It is advisable to follow the therapeutic principles of warming yang and removing toxic substances, and strengthening the spleen and stomach. Heat invasion of blood chamber due to affection of the exterior pathogens, pathogenic heat invading the blood in deficiency and fighting with the blood. Its symptoms are marked by fever, feeling of the fullness, etc. There are deficiency of blood, hot blood and stasis of blood. The different therapeutic treatment should be taken according to different types thereof.