• 복식문화연구
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• 제15권6호
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• pp.1023-1037
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• 2007

The focus of this study was on service recovery process of domestic internet fashion shopping mall, the purposes of this study were to extract perceived interaction effort and service justice with the recovery factors according to service failure by literature review, and to empirically examine the effect this variables on customer satisfaction with complaint handling and loyalty. The questionnaires was administered to 256 internet shopping mall customer, who has experiences of dissatisfaction and complaining behavior after buying fashion products. The data was analyzed by Cronbach's a, confirmatory factor analysis, correlation analysis, and structural equation modeling using LISREL 8.30 program. The results were as follows. First, perceived interaction partly affected serviced justice consumer. Interaction effort on the part of consumer negatively affected interactional justice, but didn't affected distributive justice and procedural justice. However interaction effort on the part of shopping mall positively affected all justice. Second, distributive, procedural and interactive justice positively affected customer satisfaction with complaint handling and loyalty. Finally, customer satisfaction with complaint handling positively affected customer loyalty. The implications of the research and directions for future researchers were discussed.

• 한국정보시스템학회지:정보시스템연구
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• 제22권1호
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• pp.117-143
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• 2013

Social media have been rapidly and widely adopted in various areas, and tourism industry can be one of potential growing areas. Tourist and travelers would like to share their photos and stories as well as find others' experiences. People are doing their activities through social media. Regarding relaxing entertainments, information sharing, escapism, social interaction, tourism activities are being paid attention by majority of users in social media. However, Although people have various motivation for using social media, academically researchers have not actively studied on the phenomenon arising from tourism industry. Therefore, this study aims to the reasons for tourism information searching motivational factors of social media that influence perceived value and its consequences such like before-searching, during-searching, and after-searching and divided social media into two types according to the level of social presence, and then empirically verified them. Antecedent variables divided into benefits including perceived usefulness and information quality and sacrifices including complexity and perceived effort. Our analysis results show that both of dimensions had the greatest effect on perceived value of social media use, which affect the consequences.

• Asia Marketing Journal
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• 제9권3호
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• pp.75-115
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• 2007

본 연구는 고객이 서비스 실패와 복구를 경험하는 과정에서 서비스 제공자의 서비스 복구노력과 서비스 실패 이전의 고객-종업원의 친밀감이 만족, 재구매의도, 긍정 구전에 미치는 영향을 고찰하였다. 첫째, 본 연구는 서비스 실패와 복구 후 소비자의 반응에 대한 서비스 제공자의 복구노력과 친밀감의 상호작용효과를 검증하였다. 실험결과 서비스 실패 이전 고객과 종업원의 친밀도가 높은 집단에서는 친밀도가 낮은 집단에 비하여 서비스 실패후의 복구노력이 낮아도 만족, 재구매의도, 긍정적 구전정도가 크게 감소하였다. 둘째, 본 연구는 서비스실패 후 적절한 복구노력을 경험한 고객의 만족이 서비스 실패를 겪기 전보다 높아질 수 있다는 서비스 리커버리 패러독스를 검증하였다. 실험결과 서비스 리커버리 패러독스는 서비스 복구노력수준과 고객-종업원의 친밀도에 관계없이 모든 집단에서 지지되지 않았다. 두 가설의 결과를 종합하여 보면 고객과 종업원의 긍정적인 친밀감은 서비스 실패로 인한 부정적인 영향을 서비스 실패가 없었던 상황으로 되돌릴 수는 없지만, 실패로 인한 부정적인 영향을 감소시켜주는 완충작용을 하는 것으로 나타났다.

• 품질경영학회지
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• 제52권1호
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• pp.115-133
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• 2024

Purpose: The purpose of research is to explore the factors influencing the intention to adopt altcoin investments, based on the Unified Theory of Acceptance and Use of Technology. Through this, it seeks to elucidate the key factors impacting altcoin investment adoption, and provide a comprehensive understanding of the crypto-currency market and investor behavior. Methods: This study analyzed factors affecting altcoin investment intentions using frequency and descriptive analyses, and verified socio-demographic differences with t-tests and ANOVA. Exploratory factor and correlation analyses were conducted for research tool validity and relationship assessment among variables. Hypotheses were tested through regression analysis, integrating control, independent, and moderating variables, along with interaction terms, to establish the model and examine moderating effects. Results: As a result, it is revealed that higher age and experience in crypto-currency investment are associated with intention to invest. Among the independent variables, performance expectancy, social influence, facilitating conditions, and personal innovativeness have positive effects to investment intention to invest, while effort expectancy had a negative effect. The moderating variable, perceived risk, also negatively affected the intention to invest. Notably, significant moderating effects of perceived risk were observed in the relationships between investment intention and both performance expectancy and personal innovativeness. Conclusion: This study provides empirical verification into consumers' intentions to invest in altcoins, offering insights into investors' behavior and decision-making processes based on a practical understanding of altcoin investment acceptance.

• 한국콘텐츠학회논문지
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• 제18권8호
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• pp.92-101
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• 2018

대화형 AI 스피커가 보편화되면서 음성인식은 자율주행 상황에서의 중요한 차량-운전자 인터랙션 방식으로 인식되고 있다. 이 연구의 목적은 반자율주행 상황에서 음성뿐만 아니라 AI 캐릭터의 시각적 피드백을 함께 전달하는 멀티모달 인터랙션이 음성 단일 모드 인터랙션보다 사용자 경험 최적화에 효과적인지를 확인하는 것이다. 실험 참가자에게 주행 중 AI 스피커와 캐릭터를 통해 음악 선곡과 조정을 위한 인터랙션 태스크를 수행하게 하고, 정보 및 시스템 품질, 실재감, 지각된 유용성과 용이성, 그리고 지속 사용 의도를 측정하였다. 평균차이 분석 결과, 대부분의 사용자 경험 요인에서 시각적 캐릭터의 멀티모달 효과는 나타나지 않았으며, 지속사용 의도에서도 효과는 나타나지 않았다. 오히려, 정보품질 요인에서 음성 단일 모드가 멀티모달보다 효과적인 것으로 나타났다. 운전자의 인지적 노력이 필요한 반자율주행 단계에서는 멀티모달 인터랙션이 단일 모드 인터랙션에 비해 사용자 경험 최적화에 효과적이지 않았다.

• 한국유통학회지:유통연구
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• 제12권2호
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• pp.1-22
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• 2007

본 논문은 최근 경쟁적 환경으로 인해 체험적 가치로의 전개가 중요해 지고 있는 상황에서 각광을 받고 있는 체험매장의 효과에 관한 연구이다. 특히 체험매장의 많은 수를 차지하고 있는 IT기업의 경우 체험매장이 브랜드에 대한 긍정적 태도뿐만 아니라, 복합화되고 고가격화되어 가고 있는 신규 디지털 디바이스에 대한 소비자들의 지각된 위험을 낮추는 역할을 기대할 수 있음에도 불구하고 이에 대한 효과를 실증적으로 검증한 연구가 부족하였다. 따라서 본 연구는 IT기업 체험매장의 구성요소를 매장의 물리적 환경, 인적 상호작용, 디지털 디바이스에 대한 체험정도로 구분하고 소비자들의 지각된 위험과 브랜드 태도에 어떠한 영향을 미치는지, 그리고 지각된 위험과 브랜드 태도는 구매의도에 어떠한 영향을 미치는지 살펴보고자 하였다. 분석결과, 체험매장의 물리적 환경, 인적 상호작용, 제품체험은 첨단 디지털 디바이스 수용에 대한 지각된 위험과 브랜드 태도의 매개효과를 통해 구매의도에 영향을 미치고 있음을 확인하였다. 이러한 결과는 경쟁이 치열해지고 있는 IT 시장의 디지털 디바이스가 점차 복합화, 고기능화, 고가격화 되는 상황에서 매장 내 소비자들의 체험이 제품의 수용에 대한 소비자들의 지각된 위험을 낮추고 브랜드에 대한 긍정적 태도를 높임으로써 구매의도에 실제로 긍정적인 영향을 미치고 있음을 의미하는 것이다.

• International Journal of Contents
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• 제9권3호
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• pp.29-34
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• 2013

This study attempted to compare usability of auditory interfaces, which is a comprehensive concept that includes safety, utility, effectiveness, and efficiency, in personal computing environments: verbal messages (speech sounds), earcons (musical sounds), and auditory icons (natural sounds). This study hypothesized that verbal messages would offer higher usability than earcons and auditory icons, since the verbal messages are easy to interpret and understand based on semiotic process. In this study, usability was measured by a set of seven items: ability to inform what the program is doing, relevance to visual interfaces, degree of stimulation, degree of understandability, perceived time pressure, clearness of sound outputs, and degrees of satisfaction. Through the experimental research, the results showed that verbal messages provided the highest level of usability. On the contrary, auditory icons showed the lowest level of usability, as they require users to establish new coding schemes, and thus demand more mental effort from users.

• 수산해양교육연구
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• 제14권1호
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• pp.57-73
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• 2002

Illegal fishing is often cited as a principal cause of the failure of fisheries management, expecially fishing efforts regulations in traditional fisheries management. Usually, illegal fishing problems are perceived to be equivalent to inadequate enforcement, and policy prescription then follow to strengthen enforcement programs. The purpose of this paper is to analyze the illegal fishing behavior relatively recent emphasis on fishing efforts regulations in traditional fisheries management. The analysis focuses on measuring, explaining and developing the effectiveness way of enforcement strategies responding to imperfectly managed fishing efforts regulations through illegal fishing behavior and avoid enforcement fishing efforts measures. A model of fishermen fishing behavior and profit-maximizing decision making is analyzed to determine optimal fishing at individual fisherman level in response to fishing efforts regulation. The results of economic analysis of the enforcement of illegal fishing in traditional fisheries management results are as follows: First, illegal fishing will occur only if enforcement effort is not so high as to remove the incentive to do so, and if the effectiveness of avoidance is not too great, nor its cost too low. Second, avoidance effort will occur at a level jointly proportional to the extent of illegal activity and of enforcement; for given levels of the latter, the desired avoidance effort increase with its effectiveness and decrease with its cost Third, to improve the effectiveness of enforcement, understanding avoidance behavior appears to be crucial to any efforts. Forth, enforcement and fishermen behavior interact depends strongly on characteristics of avoidance, specifically its cost and effectiveness. When avoidance is neither too cheap nor too effective, the interaction is regular. Fifth, in this case, at low levels of enforcement, fishers respond to increases in enforcement by increasing avoidance, but at higher enforcement levels, it becomes uneconomical to continue to do so, and avoidance decreases with enforcement. Sixth, illegal fishing activity decreases steadily with enforcement, so the fishery manager is able, in theory, to reduce illegal fishing toward zero by increasing enforcement. If, however, avoidance is very inexpensive and/or very efficient/ then the optimal level of avoidance will increase indefinitely with increasing enforcement. Finally, less fishery enforcement is required if fishermen have less incentive to overfish, and fishermen have less incentive to avoid fishery enforcement measures.

• 한국심리학회지 : 코칭
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• 제5권2호
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• pp.25-51
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• 2021

본 연구는 기업 팀장이 인식하는 팀원과의 의사소통 과정을 깊이 있게 탐색하는데 목적이 있다. 이를 위해 서울·경기 지역의 대기업, 중견 기업, 외국계 기업의 팀장 10명을 대상으로 심층면접을 진행하였고, Strauss와 Corbin이 제시한 근거이론 연구방법 절차에 따라 분석하였다. 분석 결과에 따라 총 51개의 개념과 17개의 하위범주 그리고 8개의 범주가 도출되었다. 인과적 조건으로는 '조직에 필요한 소통을 고민하고 재해석함'이 개념으로 도출되었고, 이에 따른 중심현상은 '업무대화와 사적대화 병행방식으로 의도적인 노력을 함'으로 나타났다. 맥락적 조건은 '환경변화에 대한 대처 필요성을 인식함', 중재적 조건은 '스스로 성찰하고 셀프코칭 시간을 가짐'이 도출되었다. 작용/상호작용 전략은 업무중심 대처, 갈등해결 대처, 관계증진 대처를 의사소통 과정으로 개념화되었고, 중심현상 상호작용 결과로서 '조직 내 선순환 소통을 인식함'으로 확인되었다. 팀장의 의사소통 과정분석 결과는 노력단계, 접근단계, 대처단계, 순환단계로 나타났고, 그 유형 분석 결과로써 업무중심 대처는 촉진자, 갈등해결 대처는 조력자, 관계증진 대처는 배려자로 나타났다. 본 연구는 기업 팀장이 팀원과의 관계에서 의사소통을 어떻게 인식하고 표현하는지에 대한 경험적 연구로 기업에서의 리더십 코칭과 리더 대상 상담에 차별적인 개입전략을 세우기 위한 정보를 제공하는데 의의가 있다.

• Asia pacific journal of information systems
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• 제18권2호
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• pp.73-94
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• 2008

When individuals collaborated in virtual settings, communication is medicated through a variety of communication technologies, and is associated not only with communication effectiveness but also with socio-emotional interactions among group members. In this regards, scholars have examined how technology-mediated communication systems can be designed and used to facilitated communication interaction. However, the empirical results of the previous studies have revealed inconsistencies in the effects of communication media on users' behavioral or attitudinal responses, and on their viable effectiveness in organizations. Some studies claim that computer-mediated communication(CMC) is task-oriented but not suitable for emotional expression since it hinders close interpersonal interaction. On the other hand, some studies argue that individuals are able to develop interpersonal relationships more effectively in a CMC environment than in an FtF-environment. Due to the different perspectives, a theoretical gap exists, and it leads to the inconsistent research findings. The purpose of this paper is to combine the two different perspectives into single unified model, thereby providing a more realistic and comprehensive understanding about virtual collaboration. The present study here sought to answers the following questions with organizational communication perspective: What are the major components of virtual collaboration? What factors affect the performance of virtual collaboration? And what kind of managerial efforts should organization make in order to facilitate CMC media effectiveness in virtual collaboration? Although there is a certain belief that new media, namely technology-mediated communication support would create new opportunities, the problem of "how" or "why" has been an important question that is still not fully addressed. In this regards, we collectively reexamined previous literatures with major issues which are still controversial and integrated various theoretical activity within computer-mediated communication domain: task-oriented approach, socio-emotional approach, and evolutionary psychological approach. Our first contribution is to develop a framework for virtual collaboration by combining two different perspectives into a single unified model, providing a more realistic and comprehensive understanding. The second main contribution is the joint modeling of both social presence and cognitive effort, and the effects on two distinct but important communication outcomes(i.e., take performance and relational development). We tested the research hypotheses which were developed based on the various CMC theories using data gathered through a self-administered mail survey of 127 individuals of 69 virtual workgroups. The proposed model was supported, providing preliminary evidence that the tension between two opposite view should be integrated. The results show that the individual's psychological processes(social presence and cognitive effort) in a virtual environment significantly mediated the effect of CMC inputs (media richness, user adaptation, and shared contest) on the CMC outputs (task performance and relational development). Furthermore, this study shows that the lack of perceived media richness of CMC media can be complemented by user adaptation and shared context. Based on the results, we discuss how communication system should be designed and implemented so as to promote virtual interaction as well as how a virtual workgroup should be composed to complement the lack of media richness. A virtual collaboration using CMC media may create new value by overcoming the logistical constraints. On the other hand, it may also generate various managerial risks such as communicational depersonalization, process dissatisfaction, and low cohesion. Therefore, this study suggests that organization managers should carefully choose the CMC mediums and monitor individual member's cognitive and affective psychological processes during virtual collaboration to reduce potential risks in virtual collaboration.