• Title/Summary/Keyword: psychological types

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Managing Service Recovery via Social Media: The Impact of Transparency and Service Recovery Type in the Distribution of Feedback

  • Jie CAI;Yoonseo PARK
    • Journal of Distribution Science
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    • v.22 no.1
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    • pp.79-94
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    • 2024
  • Purpose: The popularity of social media has altered how customers interact with businesses, and an increasing number of customers prefer to voice their complaints on social media. Bystanders can observe the customer complaint process on social media, but the impact of transparency on bystanders remains uncertain. Therefore, this study established and verified a model for defining the effect of transparency and service recovery types on bystanders. Research Design and Methodology: In this study, we used the internet survey platform "So Jump" to collect data. And we validated three studies with SPSS 26.0 and Smart PLS 4.0. Result: First, we showed that the transparency process (vs. result) is more likely to increase customer forgiveness and E-loyalty and reduce E-NWOM intention among bystanders. Second, customer forgiveness also plays a complementary mediating role between transparency and E-loyalty, as well as between transparency and E-NWOM intention. Finally, we found a modest interaction effect between transparency (process vs. result) and service recovery types (psychological vs. tangible vs. hybrid) on bystanders' customer forgiveness and E-loyalty. Conclusions: This study provides actionable recommendations for how service managers can effectively employ social media as a means for distributing feedback information to manage service recovery in the future.

The Impact of Perceived Risks Upon Consumer Trust and Purchase Intentions (인지된 위험의 유형이 소비자 신뢰 및 온라인 구매의도에 미치는 영향)

  • Hong, Il-Yoo B.;Kim, Woo-Sung;Lim, Byung-Ha
    • Asia pacific journal of information systems
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    • v.21 no.4
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    • pp.1-25
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    • 2011
  • Internet-based commerce has undergone an explosive growth over the past decade as consumers today find it more economical as well as more convenient to shop online. Nevertheless, the shift in the common mode of shopping from offline to online commerce has caused consumers to have worries over such issues as private information leakage, online fraud, discrepancy in product quality and grade, unsuccessful delivery, and so forth, Numerous studies have been undertaken to examine the role of perceived risk as a chief barrier to online purchases and to understand the theoretical relationships among perceived risk, trust and purchase intentions, However, most studies focus on empirically investigating the effects of trust on perceived risk, with little attention devoted to the effects of perceived risk on trust, While the influence trust has on perceived risk is worth studying, the influence in the opposite direction is equally important, enabling insights into the potential of perceived risk as a prohibitor of trust, According to Pavlou (2003), the primary source of the perceived risk is either the technological uncertainty of the Internet environment or the behavioral uncertainty of the transaction partner. Due to such types of uncertainty, an increase in the worries over the perceived risk may negatively affect trust, For example, if a consumer who sends sensitive transaction data over Internet is concerned that his or her private information may leak out because of the lack of security, trust may decrease (Olivero and Lunt, 2004), By the same token, if the consumer feels that the online merchant has the potential to profit by behaving in an opportunistic manner taking advantage of the remote, impersonal nature of online commerce, then it is unlikely that the merchant will be trusted, That is, the more the probable danger is likely to occur, the less trust and the greater need to control the transaction (Olivero and Lunt, 2004), In summary, a review of the related studies indicates that while some researchers looked at the influence of overall perceived risk on trust level, not much attention has been given to the effects of different types of perceived risk, In this context the present research aims at addressing the need to study how trust is affected by different types of perceived risk, We classified perceived risk into six different types based on the literature, and empirically analyzed the impact of each type of perceived risk upon consumer trust in an online merchant and further its impact upon purchase intentions. To meet our research objectives, we developed a conceptual model depicting the nomological structure of the relationships among our research variables, and also formulated a total of seven hypotheses. The model and hypotheses were tested using an empirical analysis based on a questionnaire survey of 206 college students. The reliability was evaluated via Cronbach's alphas, the minimum of which was found to be 0.73, and therefore the questionnaire items are all deemed reliable. In addition, the results of confirmatory factor analysis (CFA) designed to check the validity of the measurement model indicate that the convergent, discriminate, and nomological validities of the model are all acceptable. The structural equation modeling analysis to test the hypotheses yielded the following results. Of the first six hypotheses (H1-1 through H1-6) designed to examine the relationships between each risk type and trust, three hypotheses including H1-1 (performance risk ${\rightarrow}$ trust), H1-2 (psychological risk ${\rightarrow}$ trust) and H1-5 (online payment risk ${\rightarrow}$ trust) were supported with path coefficients of -0.30, -0.27 and -0.16 respectively. Finally, H2 (trust ${\rightarrow}$ purchase intentions) was supported with relatively high path coefficients of 0.73. Results of the empirical study offer the following findings and implications. First. it was found that it was performance risk, psychological risk and online payment risk that have a statistically significant influence upon consumer trust in an online merchant. It implies that a consumer may find an online merchant untrustworthy if either the product quality or the product grade does not match his or her expectations. For that reason, online merchants including digital storefronts and e-marketplaces are suggested to pursue a strategy focusing on identifying the target customers and offering products that they feel best meet performance and psychological needs of those customers. Thus, they should do their best to make it widely known that their products are of as good quality and grade as those purchased from offline department stores. In addition, it may be inferred that today's online consumers remain concerned about the security of the online commerce environment due to the repeated occurrences of hacking or private information leakage. Online merchants should take steps to remove potential vulnerabilities and provide online notices to emphasize that their website is secure. Second, consumer's overall trust was found to have a statistically significant influence on purchase intentions. This finding, which is consistent with the results of numerous prior studies, suggests that increased sales will become a reality only with enhanced consumer trust.

Difference in the Sense of Community in Open-Structure Central Squares in Apartment Complexes (공동주택 중앙광장의 개방 구조에 따른 지역 공동체의식의 차이)

  • Kang, Yon-Ju;Park, Jong-Wan;Im, Seung-Bin
    • Journal of the Korean Institute of Landscape Architecture
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    • v.37 no.3
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    • pp.21-32
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    • 2009
  • As an alternative for restoring a sense of community which has been broken up due to urban residence redevelopment, this study focuses on structural characteristics according to physical location of central squares in apartment complexes. Central squares do not simply function as inner-aiming and self-completed spaces for the residents, but their role can be expanded to a core location which encourages neighbors to communicate and interact with each other. The suppositions for this study are as follows. Structural characteristics according to the physical locations of the central squares in apartment complexes affect apartment residents' openness toward their neighbors and non-residents' accessibility to the square. At the same time, it influences the sense of community. In addition, psychological distance which is represented as psychological openness and accessibility forms a reciprocal relationship with the sense of community. For the study, we first categorized central squares as either open-structure or closed-structure based on how accessible it is from outside the apartment complex. According to these types of central squares, Sillim Prugio, Banghak Deasang Town Hyundai, Gwanak Prugio and Banghak Samsung Raemian 1 which have similar conditions and different structures were selected as sites of the study. Then each apartment complex was classified by apartment residents and non-residents so that eight groups were prepared for the survey. The results of the questionnaire survey especially regarding measuring the sense of community, psychological openness and accessibility indicated that the suppositions were right. Hence, the sense of community, psychological openness and accessibility are high in a central square with an open-structure while high standards of psychological openness and accessibility guarantee a positive sense of community. This study is meaningful in that it verifies that the physical location of central squares is reciprocally related to psychological openness, accessibility and a sense of community. At the same time, this study may serve as theoretical grounds for the planning and construction of practical central squares.

Risk and Protective Factors, and Mental Health in Youth's Internet Addiction by the Addiction Types (청소년의 인터넷 중독유형에 따른 위험요인 및 보호요인과 정신건강 비교연구)

  • Nam, Young-Ok;Lee, Sang-June
    • Korean Journal of Social Welfare
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    • v.57 no.3
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    • pp.195-222
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    • 2005
  • This study was a comparative analysis by youth's internet addiction types. Distribution of internet addiction types, relative influence of risk and protective factors in each addiction type, and common and different risk and protective factors among the internet addiction types were investigated. And, the level of youth's mental health and the effect of internet to youth's mental health were identified. A total of 1,830 youth were surveyed, and the findings were as below: Firstly, 62.3% of the surveyed youth were addicted to internet. In detail, 15.9% had internet game addiction and 10.9% had internet sex addiction. Secondly, in all types of internet addiction, the risk factors gave severer influence than the protective factors did, and the protective factors gave compensation effect to each type of addiction. Thirdly, among the internet addiction types, the common risk factors were depression, aggression, parents' control, and friends' influence, while the protective factor was self control. Among the internet addiction types, a different risk factor was PC access, and the different protective factors included self-efficacy, teacher's support, friend's support, and parents' relationship. Fourthly, in all the three addiction pattern, the addicted adolescents had experienced more psychological symptoms than general internet users had. Finally, in the aspects of psychiatric symptoms, sex addiction gave the worst negative effect, and then game addiction, and internet addiction came in order. And the adolescents who had the higher degree of addiction were more likely to experience psychiatric symptoms.

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An exploratory study on factors related to types of never-married among adult men and women (성인 비혼 남녀의 비혼 유형 관련 요인 탐색 연구)

  • Kim, Ji-Yu;Cho, Hee-Sun
    • Journal of Family Relations
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    • v.23 no.3
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    • pp.201-228
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    • 2018
  • Objectives: The objectives of this study were to classify never-married types of adult men and women and explore factors related to these types. Never-married types were categorized into 4 types according to continuity and voluntariness: continuous voluntary type; changed voluntary type; continuous non-voluntary type; and changed non-voluntary type. Factors related to types of being single were examined in terms of socio-demographic factors, individual and psychological factors (self-esteem, depression), dating relationship factors (current relationship status), original family factors (parental conflict, relationship with parents, parents' demand for marriage), marriage related factors (division of roles after marriage), and occupation related factors (work values, employment instability). Method: As for research method, a survey was conducted with never-married adult men and women between the ages of 35 and 49 living in Seoul, Gyeonggi or Incheon areas. Of 300 copies of questionnaire distributed, data from 295 copies were processed using SPSS 24.0 program for multinomial logit analysis. Results: The study results showed that, of never-married men respondents, continuous voluntary type accounted for 20.5%; changed voluntary type 18.9%; continuous non-voluntary type 49.6%; and changed non-voluntary type 11.0%. It was found that the factors related to continuous non-voluntary type among never-married men are age, religion, average monthly income, while the factors related to changed voluntary type are religion, self-esteem, depression, and frequency and strength of parental conflict, while the factor related to changed non-voluntary type men was living with parents. Examining never-married women respondents, it was found that, continuous voluntary type accounted for 33.9%; changed non-voluntary type 19.6%; continuous non-voluntary type 22.6%; and changed voluntary type 23.8%. The factor related to continuous non-voluntary type among never-married women was parents' demand for marriage, while the factors related changed voluntary type were age, depression and strength of parental conflict. Also, the factors related to changed non-voluntary type of never-married women were age, religion, living with parents, depression and parents' demand for marriage. Conclusion: In conclusion, it was found that continuous non-voluntary type formed the largest group among never-married men, whereas continuous voluntary type was the majority in never-married women. Both never-married men and women chose to remain single when they are living with their parents and their parental conflict is intense. Parents' demand for marriage was related to women, but not to men.

The coping Process to the death Spouse among Middle and Old-Aged Widows; The Moderating Effect of Social Support and Self-Complexity (중.노년기 여성의 배우자사망에 대한 적응:사회적 지지와 자기복합성의 중재적 효과)

  • 최혜경
    • Journal of Families and Better Life
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    • v.16 no.3
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    • pp.1-10
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    • 1998
  • The study attempts to examine the moderating effects of social support and self-complexity in coping to the death of spouse among middle and old-aged widows. The important findings from the data based on the sample of 161 widows are (1) age differentiates the types of stress experienced by widows (2) social support and self-complexity may either buffer or intensify depending on the circumstances in which widows reside in the negative effects of stress on psychological health among widows and (3) the moderating role of social support and self-complexity differs according to age of widows with older widows being more affected by these coping resources The results of the study support the assumptions drawn from Life-Course Perspective to explain the coping process to the death of spouse.

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Case Study on Design Characteristics of Outdoor Space for Elderly (고령자 주거시설의 외부공간 디자인 특성에 관한 사례연구)

  • Hong, Kwang-Ho;Lee, Shi-Young
    • The Journal of Natural Sciences
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    • v.17 no.1
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    • pp.65-77
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    • 2006
  • This study aims at providing suitable outdoor spaces for physical, social, and psychological condition of Korea elderly, examining design characteristics and presenting design guideline of outdoor space for elderly. To do this, this study examined previous research papers and scholastic writings, related to elderly housing, and analyzed existing outdoor space for elderly. Additionally evaluation of usage pattern and physical trace carried out four silver towns. As a result, first, the study showd that characteristics of outdoor space are related to safety, amenity, recognition and efficiency. Second, types of outdoor space in elderly related facilities are very limited in verity, just facilitating with rest space, sport space, and garden space. Third, from a standpoint of barrier-free-design, four silver town cases are not carefully concerning about outdoor space for elderly. These spaces should be designed for both neighborhood and elderly people.

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Convenience Food Type and Convenience Food Consumption Behavior of Wives in Korea (도시주부의 편의식품 유형과 소비행동 분석)

  • Jae, Mie-Kyung
    • Korean Journal of Human Ecology
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    • v.7 no.1
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    • pp.75-84
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    • 1998
  • The purpose of this study was to classify the type of the convenience food and examine the consumption behavior of convenience food of wives according to socio-economic and demographic variables and psychological variables. The survey was conducted using interview during October 1 and October 30, 1996. The data used in this study included 186 women with husband present living in Pusan. Statistical analyses were conducted using frequencies, percentiles, mean, oneway ANOVA, Duncan test and factor analysis. The major findings were as follows: 1. The convenience food was classified as 5 types : Korean style side dishes, soy-bean paste, delivery food and cleaned vegitables, noodles and side dishes for a lunch-box, canned and retort foods. 2. Wife's age, income, number of family members, education, tenure, level of employment status, attitude toward convenience food, family goal orientation and job goal orientation were sinificantly related to the convenience food consumption behavior of housewives.

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The Relationship between Corporate Association and Brand Loyalty (기업연상이 브랜드충성도에 미치는 영향 - 패션기업을 중심으로 -)

  • Chang, Geung-Hae
    • Journal of the Korea Fashion and Costume Design Association
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    • v.17 no.1
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    • pp.155-166
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    • 2015
  • Based on marketing theories of brand and corporate association, and the social psychological theory of identity, the effects of the corporate brand on individual brand loyalty were established via two major routes. The empirical study is based on the response of 330 subjects who participated in a field survey. In the statistical analysis, Correlation Analysis, Factor Analysis, Sequential Equation Model Analysis were used for verification. The corporate association affected the formation of individual brand loyalty both the product level and corporate level. Specifically, the two types of brand response did differ in terms of their strength on brand loyalty. The present study contributes to the academic literature in that it disentangles the construct of the corporate brand from that of the individual brand and investigates the structural relations between the two.

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Common Calls of Poodle (Poodle의 발성음)

  • 연성찬;서강문;권오경;남치주
    • Journal of Veterinary Clinics
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    • v.13 no.2
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    • pp.163-170
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    • 1996
  • This study was performed to analyse the common calls of poddle spectrographically : bark, growl, howl, snore, yelp and whine. The sonograms of 6 common calls were shown their own specific features. There were significant differences among each types of common callsin the parceter of minimun frequency of call (MIFC), maximun frequency of call (MAFC), duration of call (DC), interval between call (IBC), dominant frequency (DF), F1 formant, F2 formant and F3 formant (P<0.01). It was considered that it was possible to record the main common calls dogs by sonograms and it sould be applied to objective basic data for understanding the psychological stats of dogs, the social relationship among them and the relationship sith human being.

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