• 제목/요약/키워드: 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
    • 유통과학연구
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    • 제22권1호
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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.

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

  • 홍일유;김우성;임병하
    • Asia pacific journal of information systems
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    • 제21권4호
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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.

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

  • 강연주;박종완;임승빈
    • 한국조경학회지
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    • 제37권3호
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    • pp.21-32
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    • 2009
  • 본 연구는 도시의 주택 재개발사업으로 인해 점차 해체되고 있는 지역 공동체의식의 회복을 위한 하나의 대안으로, 공동주택 중앙광장의 물리적 입지에 따른 구조적 특성에 주목하고자 한다. 이는 중앙광장이 단순히 공동주택 거주자들만을 위한 내적이고 자기 완결형의 공간으로 기능하는 것이 아니라, 주변지역 주민들과 소통하고 교류하며 지역 공동체의 거점으로 활성화된 열린 공간으로써 그 범위가 확장될 수 있음을 의미하는 것이다. 연구의 가설은 다음과 같다. 공동주택 중앙광장의 물리적 입지에 의한 구조적 특성은 주변 지역에 대한 공동주택 거주자들의 심리적 개방성과 주변지역 거주자들이 갖는 심리적 접근성, 그리고 지역 공동체의식에 각각 영향을 주게된다. 또한 이러한 개방성과 접근성으로 표현되는 심리적 거리는 지역 공동체의식과 상호 밀접한 관계를 형성한다. 연구를 위해 우선 중앙광장이 단지 외부를 향해 열린 정도에 따라 이를 열린 구조와 닫힌 구조로 유형화하였다. 이를 토대로 동일 지역 안의 비슷한 조건을 가진 신림 푸르지오와 방학 대상타운 현대, 그리고 관악 푸르지오와 방학 삼성 래미안 1단지를 대상지로 선정, 각각 공동주택 거주자들과 주변지역 거주자들의 두 개 집단으로 분류한 후 총 여덟개의 집단을 대상으로 설문 조사를 시행하였다. 지역 공동체의식과 심리적 개방성, 심리적 접근성의 측정 등을 실시한 결과 위의 연구 가설들이 모두 성립함을 알 수 있었다. 즉, 열린 구조의 중앙광장에서 지역 공동체의식과 심리적 개방성, 접근성 등이 각각 높게 나타났으며, 심리적 개방성과 접근성이 높은 경우 지역 공동체의식 역시 높은 것으로 나타났다. 본 연구는 중앙광장의 물리적 입지성과 지역 주민들의 심리적 개방성, 접근성, 지역 공동체의식이 상호 연관관계를 형성하고 있음을 구체적인 대상지를 통해 분석, 검증하였다는 데에 의의를 두며, 향후 실천적인 중앙광장의 계획과 조성을 위한 하나의 이론적 근거가 될 수 있을 것이다.

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

  • 남영옥;이상준
    • 한국사회복지학
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    • 제57권3호
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    • pp.195-222
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    • 2005
  • 본 연구는 청소년 인터넷 중독의 각 유형에 따른 비교분석에 초점을 두고, 인터넷 중독유형에 대한 위험요인과 보호요인의 상대적 영향력을 확인하며, 중독유형간의 공통적 요인과 상이한 요인을 밝혀보고자 하였다. 또한 인터넷 중독유형이 정신건강에 미치는 영향을 파악하였다. 1,830명의 청소년들을 대상으로 한 연구결과는 첫째, 청소년의 62.3%는 인터넷 중독이었고, 15.9%는 인터넷 게임중독, 10.9%는 인터넷 섹스중독으로 나타났다. 둘째, 모든 인터넷 중독유형에서 위험요인이 보호요인보다 더 높은 영향력을 나타냈으며, 보호요인의 보상효과는 인터넷 중독과 게임중독에서는 나타났으나, 섹스중독에서는 나타나지 않았다. 셋째, 인터넷 중독유형에서의 공통적인 위험요인은 우울, 공격성, 부모 통제, 친구 영향력이었고, 보호요인은 자기통제력 이었다. 상이한 위험요인은 PC접근성이었고, 보호요인은 자기효능감, 교사지지, 친구지지, 부부관계로 나타났다. 넷째, 3개 중독유형 모두에서 일반이용집단보다 중독집단이 더 높은 수준의 정신과적 증상을 경험하는 나타났다. 다섯째, 3개 중독유형 중 섹스중독, 게임중독, 인터넷 중독 순으로 정신과적 증상차원에 높은 부정적 영향을 미치는 것으로 나타났으며, 중독의 정도가 높을수록 정신과적 증상이 심해지는 것으로 나타났다.

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

  • 김지유;조희선
    • 한국가족관계학회지
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    • 제23권3호
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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.

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

  • 최혜경
    • 가정과삶의질연구
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    • 제16권3호
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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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고령자 주거시설의 외부공간 디자인 특성에 관한 사례연구 (Case Study on Design Characteristics of Outdoor Space for Elderly)

  • 홍광호;이시영
    • 자연과학논문집
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    • 제17권1호
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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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도시주부의 편의식품 유형과 소비행동 분석 (Convenience Food Type and Convenience Food Consumption Behavior of Wives in Korea)

  • 제미경
    • 한국생활과학회지
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    • 제7권1호
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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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기업연상이 브랜드충성도에 미치는 영향 - 패션기업을 중심으로 - (The Relationship between Corporate Association and Brand Loyalty)

  • 장경혜
    • 한국의상디자인학회지
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    • 제17권1호
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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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Poodle의 발성음 (Common Calls of Poodle)

  • 연성찬;서강문;권오경;남치주
    • 한국임상수의학회지
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    • 제13권2호
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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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