• Journal of the Korean Society for Aviation and Aeronautics
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• v.16 no.3
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• pp.38-49
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• 2008

Recently industries have started to recognize the importance of word-of-mouth marketing and human resource management especially for airline industries who suffer from pilot shortage. Pilots are very important component of airline company and require a lot of money and time to assession, training and maintaining certified license validity. This study is to test the effect of airline pilot's organizational identification, emotional exhaustion and perceived justice on turnover intention and negative word-of-mouth on airline union pilots returned from the strike. This study used both literary method and empirical method. The researcher did literary study based on the previous study, designed the research model and hypothesis, did questionnaire survey to the Union member pilot from year 2005 strike for the subject of study to verify hypothesis and analysed empirically the finding using SPSS12.0 program. The major findings of this study may be summarized as follows, (1) organizational identification has a negative effect on turnover intention and negative word-of-mouth, (2) emotional exhaustion has a positive effect on turnover intention and negative word-of-mouth, (3) perceived justice has a negative effect on turnover intention and negative word-of-mouth.

• Journal of Industrial Convergence
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• v.21 no.12
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• pp.11-23
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• 2023

This study aims to investigate the relationship between service recovery justice, residual emotions, and customer behavior. It empirically verifies that low justice in service recovery affects residual emotions and, in turn, has an impact on customers' negative behaviors. Furthermore, this research distinguishes customer-brand relationship quality into emotional relationship quality and cognitive relationship quality and seeks to validate that the type of relationship quality may influence the extent to which the justice of recovery processes affects residual emotions. Data was collected through surveys, and hypotheses were tested using structural equation modeling. The research findings indicate that among the dimensions of service recovery justice, procedural justice and interactional justice significantly influence residual emotions. Moreover, residual emotions have a significant impact on both the intention to revisit and the intention to engage in negative word-of-mouth. In addition, the impact of distributive justice and procedural justice on residual emotions was found to be higher for cognitive relationship quality than emotional relationship quality, and the impact of interactional justice on residual emotions was found to be higher for emotional relationship quality than cognitive relationship quality.

• Management & Information Systems Review
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• v.33 no.3
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• pp.59-76
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• 2014

This research tries to present the role of Jung, which is well known as Koreans' traditional emotional attachment in service recovery process. Prior research on the service recovery have focused on relationship among perceived justice, recovery satisfaction and forgiveness. Especially perceived justice including distributive, procedural, and interactional justice has addressed as most important antecedents of recovery satisfaction. Although the pivotal role of emotional factors for successful service recovery has agreed by many researchers, relatively little attention has been paid to this issue. During the service recovery process, even if customer perceived recovery effort from service provider as justice one, they might feel displeasure or dissatisfaction. It means prior researches have underestimated the importance of emotional aspect, especially for Korean perspectives. In this study, we examined customer reactions to service failure and recovery process in restaurant service settings. Specifically, we focused on the moderating effect of 'Jung' on the paths between perceived justice and outcome variables such as forgiveness and recovery satisfaction.

• Journal of Digital Convergence
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• v.19 no.10
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• pp.209-220
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• 2021

This study sought to examine the impact relationship of the mediated effects of organizational justice on the effects of workplace bullying on turnover intentions. The research hypothesis was verified using SPSS 24 and smartPLS 3 by analyzing 400 surveys of small and medium enterprise workers. Studies have shown that increasing bullying in the workplace also increases emotional depletion and turnover intentions. Emotional depletion has been shown to significantly mediate the impact relationship between workplace bullying and turnover intentions, and organizational justice has laid a theoretical foundation for significantly moderating the impact relationship between workplace bullying and emotional depletion. Therefore, it presented practical implications to increase competitiveness through the well-being and growth of individuals and businesses by increasing respect and sensitivity for workers through compulsory bullying prevention education and various programs. Future research requires research using various variables to prevent bullying.

• Management & Information Systems Review
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• v.33 no.1
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• pp.17-43
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• 2014

research tries to present the role of perceived justice and authenticity in service recovery process. Prior research on the service recovery have focused on relationship among perceived justice, recovery satisfaction and positive customer behavior. Especially perceived justice including distributive, procedural, and interactional justice has addressed as most important antecedents of recovery satisfaction. Although the pivotal role of perceived justice for successful service recovery has agreed by many researchers, relatively little attention has been paid to emotional aspect of customer. During the service recovery process, even if customer perceived recovery effort from service provider as justice one, they might feel displeasure or dissatisfaction. It means prior researches have underestimated the importance of emotional aspect while they focus on cognitive aspects. The one research focused on emotional aspects examined effect of authenticity in service context with other related factors. However, solely examined effect of authenticity is not enough to present proper implication effect between justice and authenticity so that it can be understood more clearly. In this study, we examined customer reactions to service failure and recovery process in restaurant service settings. Specifically, we focused on the moderating effect of authenticity on the paths between perceived justice and outcome variables such as forgiveness and recovery satisfaction.

• Culinary science and hospitality research
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• v.22 no.6
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• pp.120-131
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• 2016

The purpose of this study was to examine the structural relationship between customers' perception of authenticity, justice, customer commitment, and customer behavior in franchise coffee shops. To test the hypotheses of the study, a total of 428 customers in Korea were considered in an empirical analysis using a two-step structural equation model (SEM) approach. In particular, employees' authenticity had relatively great influence on customers' continuous and affective commitment and their justice had greater influence on customers' normative commitment. Also, customers' continuous commitment, normative commitment, and affective commitment significantly influence customer participation behavior, while normative commitment and affective commitment have a significant effect customer citizenship behavior. Research thus far divided justice and authenticity into separate concepts and examined relation with customer commitment or behaviors but the present study put cognitive process of justice and emotional process of authenticity on the same line and evaluated their different influence on customer commitment and behaviors, thereby verifying that not justice perceived by customers induced desirable customer behaviors but authenticity they felt with their heart played a more superior role in customer commitment or behaviors. This means that authentic services rather than justice induce customers' positive behaviors.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.17 no.4
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• pp.205-218
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• 2022

A social enterprise is an enterprise that pursues a social purpose with financial resources obtained through its own profit-making activities.. In a rapidly changing market environment, it is becoming increasingly difficult for social enterprises to maintain sustainability. Due to the poor and limited resources of social enterprises, the core competency of human resources is the most important point. In order for social enterprises to maintain their sustainability, it is very urgent to create conditions so that workers can stably commit themselves in their work. Therefore, this study tried to increase the sustainability of social enterprises by empirically analyzing the factors that affect job commitment among workers of social enterprises. As factors affecting job commitment, job fit and organizational justice factors were derived. In addition, the moderating effect of emotional leadership was also analyzed in the relationship between them. For this, a questionnaire survey was conducted on employees of social enterprises and 260 valid samples were used for the analysis. The empirical analysis results were as follows. Job knowledge, job skill, job experience, job desire as sub-factors of job fit, and distributive justice, procedural justice, which were sub-factors of organizational justice, had a significant positive (+) effect on job commitment. The impact of influence was in the order of procedural justice, job experience, job desire, distributive justice, job skill, and job knowledge. On the other hand, the significance of interactional justice was not tested. Emotional leadership was analyzed to play a moderating role between job knowledge, job skill, job desire, distributive justice, procedural justice and job commitment. However, moderating effect were not tested between job experience, interactional justice and job commitment. The results of this empirical study expanded the scope of existing job-related studies by empirically analyzing the factors affecting job commitment within the category of social enterprises at the academic level. At the psychological level, job experience was found to be one of the most important factors among various influencing factors. Significant implications necessary for future training for workers and implementation of various systems were presented.

• Knowledge Management Research
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• v.16 no.1
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• pp.71-93
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• 2015

With the rapid growth of the internet, electronic commerce has become accepted as one of the major purchasing channels for consumers. As more and more consumers search for and purchase products through the internet, intra-industry competition of electronic commerce has become fierce. Therefore, electronic commerce service providers pay attention to factors that prevent existing customers from leaving there services in the service failure situation. In this regard, electronic commerce service providers should make service recovery efforts for consumer recovery satisfaction after service failure. In this study, we suggest that procedural justice, interactional justice, distributive justice and authenticity have positive impacts on recovery satisfaction. In addition, we also propose that involvement plays moderating roles in the relationships between procedural justice, interactional justice, distributive justice, authenticity and recovery satisfaction. We collected empirical data for this study over a period of two weeks from subjects who had service failure recovery experiences through electronic commerce. A total of 224 complete and valid responses were obtained. We carried out data analysis using a two-step methodology with SPSS 20.0 and SmartPLS 2.0. The first step in the data analysis was to establish the internal consistency, convergent validity, discriminant validity of the constructs. In the second step, we examined the structural model. The empirical results support the proposed model and partly identify the moderating effect of involvement differences. The moderate effect results show that procedural justice, distributive justice and authenticity have different impacts on recovery satisfaction in two groups. Cognitive factor such as the procedural justice and distributive justice have stronger impacts on recovery satisfaction in the high-involvement goods than in the low-involvement goods, while emotional factor such as authenticity has a stronger impact on recovery satisfaction in the low-involvement goods than in the high-involvement goods. We expect that this result will provide researchers and managers who are interested in electronic commerce service failure recovery with useful theoretical and practical implications.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.32 no.3
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• pp.285-304
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• 2021

The study has a purpose of understanding the factors that affect the oranizational commitment of the employees working in the libraries for visually impaired. To do this, the study chose personal background, emotional labor, role, job characteristics, organizational culture and organizational justice and attempted to find out how these factors affect the oranizational commitment. As a research method, mixed study method was used where quantitative analysis was complemented by qualitative analysis. For quantitative analysis, statistical analysis was conducted using the retrieved questionnaires. For qualitative analysis, the researcher had a one-on-one talk with the experts and employees who want to participate using an interview note was recomposed based on the survey responses. In the study results, emotional labor, job characteristics, organizational culture and organizational justice was proven to have influence on job engagement. To improve the job engagement, autonomy should be guaranteed by minimizing the organizational intervention to the assigned works and expanding the discretionary power. Furthermore, intensive management of the employees' emotional labor and fair process regarding the work performance is highly important.

• Journal of Information Technology Applications and Management
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• v.26 no.2
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• pp.41-60
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• 2019

O2O(Online-to-Offline) commerce, a kind of multi-channel, is used in various industries such as accommodation, food and beverage, transportation, and real estate. The O2O commerce, a channel of integrating online and offline, overcomes the limitations of traditional online commerce, where a customer made a purchase decision without direct experience. Despite this advantage of O2O, if the online-offline channel is not effectively linked, customer's complaints would occur due to service failure. This study, with regard to O2O service failure circumstances, intends to investigate the effect of customer's perceived justice on their emotional response, recovery satisfaction, followed by intention to repurchase. Perceived justice in this study is composed of distributive justice, interactional justice, and procedural justice. Furthermore, this study explores the moderation effect of O2O industry types in the relationship between perceived justice and emotion. An O2O industry type is classified into accommodation, food and beverage, and transportation. A hypothesized research model was empirically tested using a structural equation model. The current study collected 433 questionnaires and the target respondents are customers who have experienced service failure in O2O commerce. The empirical results showed that O2O commerce more effectively conducts service recovery strategy and causes positive customer response by integrating online and offline channel. One of the ultimate purposes of O2O service providers is to reduce the likelihood of service failures and to recover more quickly and efficiently by linking two channels rather than using a single channel. This study suggested that the O2O channel is effective in influencing customer satisfaction and loyalty by inducing customer's positive emotions in recovering service failure.