• 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.

• International Journal of Computer Science & Network Security
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• 제22권8호
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• pp.197-207
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• 2022

Given the prevalence of violence in Ukrainian families, measures to prevent parental abusive treatment against children are urgent. It is important to study today's youth awareness about violence within families in order to enhance a culture of engagement with spouses and children in future. The aim of the study is to examine students' reflective experiences and their attitudes towards forms, frequency, causes and effects of parental abusive treatment. During the research the following methods were used step-by-step: theoretical analyses of scientific resources, anonymous questionnaire, quantitative and correlation analyses. According to result of survey 98 students who were interviewed, none of them fell victim of sexual abuse in their families. However, more than a half (51%) of the students surveyed experienced some forms of parental physical punishment. All the interviewed students encountered psychological cases of parental violence. The mostprevalent forms of parental abuse among the interviewees are criticism, negative comparison, emotional detachment, arrogance, intimidation, blackmail and humiliation. The most prevalent consequences of parental abuse among students are anxiety, low self-esteem, insecurity, impatience, suspiciousness, constraint in communication. Students agree that budget limitations, forced labor, criticism, spanking, emotional detachment, ignoring type of communication, reproach, blackmail are acceptable methods of punishment to use when raising their own children. These results clearly demonstrate the problem of the impact of parental abuse on children and its consequences in the future. A virtual dimension of the actualized problem is considered, namely: - virtualization of aggression and cruelty in the postmodern world. - the level of determining the factor of cruelty from the space of virtual culture. - the mirror image of everyday cruelty in the virtual environment; - the phenomenon of video games as a source and context of representation of the factor of cruelty in behavioral realities; - cybercrime as a virtualized result of cruelty in family and everyday realities. - futurological perspectives of virtualization of cruelty in communicative culture in general and in family relations in particular. The postmodern world is fundamentally different from the traditions and culture of the past, primarily due to the development of computer technologies and the virtualization of life in general. So, for example, virtual communities have become, in a certain way, another world, a second reality of life in general. And certain behavioral factors, in particular cruelty in the private environment, became a projection of such a phenomenon as cybercrime. Video games are a unique modern phenomenon, which multipolarly absorb all facets of human potential, communicative tendencies, behavioral and characterological factors, from the warmth of interpersonal relationships to the extreme degree of cruelty.

• 대한간호학회지
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• 제26권1호
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• pp.107-126
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• 1996

The Purpose of this study was to build a substantive theory about the experience of postpartum depression. The qualitative research method used was rounded theory. The interviewees were eight others who had experienced postpartum depression. The data were collected through in-depth interviews with audiotape recording done by the investigator over a period of twelve months. he data were analyzed simultaneously by a constant comparative method in which new data were continuously coded into categories and properties according to Strauss and Corbin's methodology. Analysis the grounded data resulted in 28 concepts being identified. Eight categories emerged from the analysis. The categories were regret, loss of freedom, isolation of oneself, heartache, loss, emotional upset, avoidance, recovery. These substantive categories are consistent with precious research results. Causal conditions included : regret, loss of freedom. Phenomena : heartache, loss, emotional upset. Context : isolation oneself. Intervention condition : avoidance. Action/interaction strategies : desire for recovery. Consequences : recovery. These categories were synthesized into the core concept-The process of filling the empty loss of self. The process of the experienced postpartum depression was ① change after delivery, ② searching for a reason for depression, ③ effort to recover from postpartum depression, ④ recovery from postpartum depression and return to previous life. The process of recovery from postpartum depression was proceeded by ① support from others, especially husband, ② resolution of stressful life events, ③ reconstructing of life goals and resolution strategies, ④ acceptance of depression and seeking psychiatric treatment. Seven hypotheses were derived from the analysis. ① Mothers who experienced stressful life event and economic problem are more depressive. ② Mothers who have conflict with parents are more depressive. ③ The more somatic symptoms, the more depression. ④ Social support facilitates recovery from postpartum depression. ⑤ Mothers who have lower self-esteem are more depressive. ⑥ Mother's role overload disturbs recovery from postpartum depression. ⑦ Ideal maternal identity facilitates recovery from postpartum depression. Through this substantive theory, nurses can understand the importance of postpartum depression management.

• 대한간호학회지
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• 제29권1호
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• pp.61-71
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• 1999

Sleep is a necessity for survival. Disruption of sleep leads to numerous adverse physiological and psychological consequences. These could be particularly undesirable for older patients, who are subject to many additional factors. But there is limited research related to hospitalized elderly in Korea. The purpose of the study is to explore sleep patterns and disturbing factors of before and after hospitalization, in order to present basic information regarding elderly sleep to develop nursing intervention. The sample consisted of 32 elderly men and women between the ages of n and 87 years. Data collection was done from September to November 1997. Measures of sleep patterns and related factors were obtained from self-reported sleep questionnaires. Analysis of data was done by use of t-test, paired t-test, ANOVA, and Pearson Correlation Coefficient. The results of this study were summarized as follows : 1. In comparision between before and after admission of their sleep pattern, “sleep onset” tends to be delayed and nocturnal sleep time was significantly reduced. So, hospitalized elderly reported less total sleep time than before admission. 2. Regarding the sleep disturbing factors, medication(hypnotics ; 37.5%), physiological factor (snoring ; 59.4%) environmental factor (pillow ; 78.1%), emotional factor(anxiety related to disease ; 37.5%), and illness factor(fatigue ; 34.7%) were reported. 3. Significant differences in gender were found. Men had more disturbances in sleep than women owing to difficulty in falling a sleep and lack of nocturnal sleep. Women consumed more sleep inducing drugs. Significant increase was reported in napping during the day with increasing age. 4. Significant differences between good sleepers and poor sleepers were found for the following variables : nocturnal sleep time, total sleep time, bed time, sleep onset latency time, sleep latency time after nocturnal awakening, time spent in bed upon arousal, environmental factors, and emotional factors. In conclusion, it was found that the quantity and quality of sleep were significantly altered in hospitalized elderly, but adequate strategies for better sleep were not practiced. Further research is needed to develop Intervention strategies to promote sleep and to prevent sleep problems.

• 융합정보논문지
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• 제12권1호
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• pp.55-65
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• 2022

본 연구는 고객과 인플루언서의 관계품질을 감정적 관계품질(Hot IRQ)과 인지적 관계품질(Cold IRQ)로 구분하고 이러한 관계품질에 영향을 미치는 선행변수와 그리고 이러한 관계품질로 인해 야기되는 고객행동반응을 탐구하고자 한다. 관계품질의 선행요인으로 고객경험(감정적, 인지적 경험)을 제시하였고, 결과요인으로 관계유지의도와 추천의도를 제시하였다. 가설검증을 위해 일반소비자를 대상으로 설문조사를 실시하였고 431부가 최종적 분석에 사용되었다. 연구결과, 고객경험 중에서 감정적 경험은 Cold IRQ보다 Hot IRQ에 더 큰 영향을 미치는 것으로 나타났고, 인지적 경험은 Hot IRQ보다 Cold IRQ에 더 큰 영향을 미치는 것으로 나타났다. 그리고 Hot IRQ는 추천의도보다 관계유지의도에 더 큰 영향을 미치는 것으로 나타났고, Cold IRQ는 관계유지의도 보다 추천의도에 더 큰 영향을 미치는 것으로 나타났다. 본 연구는 고객과 인플루언서의 관계품질에 대해 살펴봄으로써 이론적, 실무적 측면에서 다양한 시사점을 제공하고 있다.

• 유통과학연구
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• 제12권1호
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• pp.13-19
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• 2014

Purpose - This study investigated relationship quality and/or loyalty, from the viewpoint that merchants and consumers could develop the traditional market. It reorganized variables to find the conditions of values that could stimulate consumers' motives to revive the traditional market. Research Design, data, and methodology - This study employed 202 copies of effective questionnaires, based on the data of Yang & Ju (2012), to conduct correlation, regression, and structured equation modeling (SEM). Results - The results emphasized product and store atmosphere as store selection attributes to consider in the minimum error correction (MEC) model; service factor was not significant. Further, consumers valued relationship quality in the test of mediated effects of the sub-factors of store selection attributes, including consumers' social and emotional value. The relationship quality significantly influenced consumers' value in traditional markets that needed to improve and develop using several variables. Conclusions - This study revealed connections between attributes, consequences, and values using the causal relation model, to generate an optimal model based on a practical and theoretical background and proposed ways to obtain consumer-related information easily.

• 대한간호학회지
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• 제27권1호
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• pp.13-25
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• 1997

Rheumatoid Arthritis(RA), a chronic and systemic inflammatory disorder, is characterized by joint pain, swelling and stiffness. Patients with RA suffer from joint pain and overall pain. The painful and disabling consequences of RA are accompanied by a variety of affective, cognitive, and behavioral changes. The purpose of this paper was to explore and describe the life experiences of RA patients by eliciting verbal description of their experiences. Participants were nine persons who were diagnosed with RA, and had had it for more than six months. They were asked open ended and descriptive questions in order for them to talk about their experiences in their on terms. Interviews were tape recorded and transcribed verbatim. The transcripts were analyzed by Colaizzi method. From the protocols, 213 significant statements about life experience were organized into 83 formulating meanings which were then grouped into five theme clusters. The major themes that emgerged from the analysis were' Emotional Disturbances', 'Trying to Adapt to the Progress of Disease', 'Progress of Treatment'. 'Change of Role Performances', 'Experiences related to Family'. The result of this study showed that RA patients and families need nursing care based on a deep understanding of their lived experiences in everyday life. Nurses and other health workers must develop rehabilitation programs that focus on the pain control, functional independence and psychosocial factors.

• 대한간호학회지
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• 제37권4호
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• pp.431-441
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• 2007

Purpose: The purpose of this study was to identify the relationship among family stress, family meaning and family adaptation of families with high risk neonates. Method: The date was collected on the basis of self- report questionnaires (August 2004 to March 2005); Tow-hundred twelve parents, who had high risk neonates in C hospital's neonatal intensive care unit, participated on request. Results: Family sense of coherence, family meaning, social support, family stress, marital communication and patient condition had a significant, direct effect on family adaptation. Family cohesion, religion, confidence in the health professional, and length of stay had a significant, direct effect on family meaning. Conclusion: The results of this study suggest the consequences associated with high risk neonates may be alleviated by a family support intervention designed to improve parental communication skills as well as to maintain family cohesiveness. Medical care could also encourage more emotional support of parents towards their neonate.

• International Journal of Costume and Fashion
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• 제16권1호
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• pp.87-107
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• 2016

Small luxury purchase as self-gifting is one of the latest consumer trends in self-gifting. Although this consumption trend continues to grow in various fields, little research has been conducted on related consumer behavior. As such, this study was conducted to empirically investigate the current consumer behavior involved in purchase of small luxury self-gifts. The objectives of this study are to determine the current status of self-gifts markets, identify motives and orientations of self-gifting, and investigate the effects of the motives on self-gifts orientations. A total of 199 respondents were used in data analyses. Regarding motives for self-gifting, four motives - self-comfort, self-reward, anxiety, and showing off - were identified; regarding self-gifting orientations, five factors - rationalization (emotional comfort, product attributes, self-defense, and conformity) and the luxury being within one's spending limit - were identified. The study determined the effects of the motives on the orientations, and the effects of the motives and the orientations on post-purchase consumer reaction. This study conducted an empirical investigation on small luxury self-gifting and moreover, the study determined the motives, orientations, and consequences of self-gifting, which have not yet been explained in the literature.

• 동의신경정신과학회지
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• 제24권3호
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• pp.229-244
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• 2013

Objectives : The purpose of this study was to provide information about Maumgongbu to meet the needs of people by analysing the concept of Maumgongbu in group counseling. Methods : This study was conducted using Walker and Avant's Concept Analysis Strategy. Dictionaries, Wonbuddhism's Kyunjions and literatures, and participants' journals were reviewed after enrolling in Onsarm maumgongbu group counseling. Results : The attributes of the Maumgongbu include emotion, object, self-reflection, attribution, and creativity. The antecedents of "Maumgongbu" are the conditions arising from negative emotions. The Maumgongbu helps people find the emotional causality of their inner self by self-reflecting, getting out of false belief, restoring positive emotions, maintaining healthy and warm relationships with oneself, family, friends and society. Above all, the Maumgongbu makes people experience tranquility and true happiness and activate their positive energy or power. Conclusions : If there is a clear indication of linkage to principles, attributions, precedents and consequences, and empirical referents to any of Maumgongbu programs, there is no doubt that our understanding of the human mind and lives will be greatly enriched. Furthermore, self-discipline and steadfast complements give us calmness, peacefulness and better quality of life.