• Asia Marketing Journal
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• v.17 no.2
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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.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.5
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• pp.195-204
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• 2020

This research examines four specific objectives: (1) identifying factors that affect Vietnamese consumer attitudes towards smartphone advertising, (2) measuring the level of impact of the factors, (3) testing the difference of attitudes among groups of consumers with different characteristics in terms of gender, age, income, and academic level, and (4) proposing some managerial implications to have better Vietnamese consumer attitudes towards smartphone advertising. The study uses the online survey form via e-mail and Facebook in a convenience sampling method; the subjects surveyed are between the ages of 18 and 35, and all are in urban areas in Vietnam, and are using smartphones and accessing the internet and other phone applications. A sample of 490 respondents were valid and used for processing. The study employs a combination of qualitative and quantitative methods to analyze exploratory factors and linear multiple regression. The results reveal that there are five main factors affecting Vietnamese consumer attitudes towards smartphone advertising positively, arranged by reduced importance: entertainment, informativeness, credibility, non-irritation, permission and control. From that, the study offers some managerial suggestions for smartphone advertisers to improve their strategies and tatics to enhance their customer service, so that the smartphone advertising can attract people and help Vietnamese consumer in their buying behavior.

• Management & Information Systems Review
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• v.11
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• pp.1-21
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• 2002

Corporate culture is being recognized as essential managerial resources in the future business management and in recently the attempts, though weak, of developing the corporate culture which is corresponded with their own structure and needs are being carried on by some major companies. Then, corporate culture research, drawing attention in nowadays, indicates that it attempts to analyze and search the organization matters in the basical dimension in regard to the assumptions, values and beliefs of organization and provides the solution of organizational negative effects, which have not been settled in the previews research methods of organizational behavior, and that present turbulent management environment demands the whole conversion from the previews hard style to the soft managerial style. For this reason, this study aim at identifying organizational structure and corporate culture in the business group. Futhermore, the influence of organizational structure and organizational culture are examined. The objective of this paper attempts to analyze the ways and results of strong and special culture on the organizational structure and culture. To accomplish this purpose, this study gathers in-depth data form various secondary courses. First, uncertainties in market and technology are the main sources of mimetic isomorphism. Due to the high level of uncertainty is market and technologies. Smallness in size is responsible for the low level of complexity in organizational structure. The rapid changes in market, contents of service, and tastes of customers are responsible for the low level of formalization, which enhances swift decision making and responses.

• Journal of Community Nutrition
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• v.8 no.3
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• pp.127-133
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• 2006

This study attempted to investigate and compare the level of needs and expected benefits of information technology(IT) applications in restaurant operation from managerial and employee levels. Self-competence levels, education and training needs, and the company IT application levels were evaluated. The respondents for the study were the staff of full-service, mid-scale restaurants owned by a firm. Among the respondents, 17.6% were in managerial level(managers) and 82.4% were in employee level(employees). The results of this study indicated that compared to employees, managers perceived more in-depth that IT is beneficial and is needed in restaurant operation. Both groups rated IT as very much needed and beneficial to restaurant operation. However, managers rated their own technological competence significantly higher than the employees did. Both groups expressed the desire for IT training and education although the managers' needs were stronger than the other group. The company's IT application level was assessed by the managers and employees at a slightly higher than average score on a 5-point scale, showing no difference between the groups. The study findings show that the respondents perceived the IT needs and benefits than the present IT application level of restaurants, which suggests more IT applications be adopted to the restaurant operations.

• The Korean Journal of Health Service Management
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• v.9 no.3
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• pp.43-55
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• 2015

Objectives : This study analyzed the managerial efficiency of hospitals and identified the productivity trends for three years. Methods : Data were collected from 44 tertiary hospitals and 32 university hospitals from 2009 to 2011. Efficiency scores and productivity trends were evaluated with the DEA (Data Envelopment Analysis) method. The input variables were the numbers of beds, doctors, nurses, and health personnel, and the medical costs. The output variables were the numbers of outpatients, and inpatients, and the medical revenues. Along with the traditional input-oriented DEA analysis, the Malmquist Productivity Index(MPI) was calculated. Results : First, the mean values of the study variables showed gradual increases in all the variables for all the study years. Second, technical efficiency scores varied depending on the study year. Third, MPI decreased from 2009 to 2010 (MPI=0.986), and then increased from 2010 to 2011(MPI=1.011). The contributions of the Efficiency Change Index and Technical Change Index on the MPI varied depending on the study year. Conclusions : This study provides information to hospital managers about changes in hospital performances. External environments had more influence on hospital performances, and hospital managers will need to manage these influences from factors surrounding the hospitals.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.25 no.1
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• pp.131-152
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• 2014

The objective of this study is to suggest a future direction for cultural programs in public libraries by literature review and the investigation of the programs in practice in Seoul Metropolitan City from various perspectives. The programs were categorized by their characteristics, such as subject, users, and managerial aspects based on the literature review. Then we investigated their rates to total number of programs in order to identify trends in years. There were two interesting points as follows: experience-centered and health education programs have been increasing in terms of the subject, and participation-oriented programs in terms of managerial aspects has also been increasing. The results led us to suggest strengthening the programs in those categories for future planning on public libraries' cultural programs.

• Culinary science and hospitality research
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• v.17 no.4
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• pp.219-237
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• 2011

This study aims to investigate the effect of core-self evaluation on work-family facilitation(work to family facilitation, family to work facilitation), job satisfaction and turnover intention among non-regular workers in Korean food service industry. In order to examine the hypothesized relationships, frequency analysis, confirmatory factor analysis, reliability analysis, correlation analysis and covariance structure analysis were performed using SPSS(10.0) and AMOS(4.0). The results showed that core-self evaluation had a significantly positive effect on both of work to family facilitation and family to work facilitation. In the case of relationship between work-family facilitation and job satisfaction, only family to work facilitation had a positive effect on job satisfaction while there was no evidence of a significant relationship from work to family facilitation to job satisfaction. Additionally, job satisfaction had a significantly negative effect on turnover intention. The article concluded with managerial implications for managerial and future research directions.

• The Journal of Society for e-Business Studies
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• v.18 no.2
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• pp.47-67
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• 2013

With the emergence of indirect procurement, it has become a global trend for companies to outsource their maintenance, repair, and operating (MRO) supplies to procurement service providers (PSPs). Due to the variety of MRO items, evaluation of numerous suppliers in various industries is a particularly complex task for PSPs. Due to this complexity, many PSPs still evaluate and select suppliers based on the sourcing managers' subjective knowledge. Through the case of adopting a supplier evaluation system, this research is to find the managerial issues organizations should consider when they transform sourcing managers' knowledge into the system. We interpret the issues based on the Technology-Organization-Environment (TOE) framework. This case conclusively shows the importance of positive feedback loop between the users and the information system for the performance improvement of the system.

• Management & Information Systems Review
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• v.31 no.3
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• pp.97-116
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• 2012

This pager purposed to investigate the style of career anchor and influence of career satisfaction and career commitment. also to concept each variable. The empirical research questions for the study are what kind of the career anchor is selected and what impacts on career satisfaction and career commitment. To examine the model, 299 questionnaires was collected from Korean workers. Each questions is based on a 7 point Likert-type scale, and the data were analyzed by SPSS and AMOS for Windows. The results of study are summarized as follows: First, style of career anchor(technical/functional, security, pure challenge, life-style integration) has an positive influence on career satisfaction. but partial style of career anchor(managerial, creativity, autonomy/independence, service/dedication) unconnected with career satisfaction. Secondly, style of career anchor(technical/functional, managerial, security, service/dedication) has an positive influence on career commitment. but partial style of career anchor(creativity, autonomy/independence, pure challenge, life-style integration) unconnected with career satisfaction.

• Korean Management Science Review
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• v.22 no.1
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• pp.179-197
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• 2005

This study examines market acceptance for DMB service, one of the touted new business models in Korea's next-generation mobile communications service market, using adoption end diffusion of innovation as the theoretical framework. Market acceptance for DMB service was assessed by predicting the demand for the service using the Bass model, and the demand variability over time was then analyzed by integrating the innovation adoption model proposed by Rogers (2003). In our estimation of the Bass model, we derived the coefficient of innovation and coefficient of imitation, using actual diffusion data from the mobile telephone service market. The maximum number of subscribers was estimated based on the result of a survey on satellite DMB service. Furthermore, to test the difference in diffusion pattern between mobile phone service and satellite DMB service, we reorganized the demand data along the diffusion timeline according to Rogers' innovation adoption model, using the responses by survey subjects concerning their respective projected time of adoption. The comparison of the two demand prediction models revealed that diffusion for both took place forming a classical S-curve. Concerning variability in demand for DMB service, our findings, much in agreement with Rogers' view, indicated that demand was highly variable over time and depending on the adopter group. In distinguishing adopters into different groups by time of adoption of innovation, we found that income and lifestyle (opinion leadership, novelty seeking tendency and independent decision-making) were variables with measurable impact. Among the managerial variables, price of reception device, contents type, subscription fees were the variables resulting in statistically significant differences. This study, as an attempt to measure the market acceptance for satellite DMB service, a leading next-generation mobile communications service product, stands out from related studies in that it estimates the nature and level of acceptance for specific customer categories, using theories of innovation adoption and diffusion and based on the result of a survey conducted through one-to-one interviews. The authors of this paper believe that the theoretical framework elaborated in this study and its findings can be fruitfully reused in future attempts to predict demand for new mobile communications service products.