• 한국병원경영학회지
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• 제16권1호
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• pp.50-76
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• 2011

This study chiefly aims to examine the relations between customer's responsive behavior and service recovery satisfaction in medical service failure. Therefore, this paper deals with the effect of medical service failure severity perceived by customers on complaint behavior and service recovery expectation, the effect of complaint appealing behavior and service recovery expectation on perceived recovery and service recovery satisfaction, and the roles of service recovery(compensation) and recovery fairness as moderating variables. According to the result of this research, it was shown that service failure severity affects complaint behavior and service recovery expectation positively, and compliant behavior and service recovery expectation affects perceived recovery performance and service recovery satisfaction positively. Moreover, the moderating roles of service recovery(compensation) and recovery fairness indicated partially significant results and affected perceived recovery performance and service recovery satisfaction direct positively. The result of this study is expected to provide support when medical institutes establish service recovery strategies.

• 경영과정보연구
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• 제33권3호
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• pp.105-128
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• 2014

본 연구는 서비스 실패 상황에서 고객의 역할(관계의 질, 고객참여)이 회복공정성 지각에 따른 긍정적 감정, 회복과정에서의 접점만족, 회복만족에 어떤 영향력을 제공하면서 조절역할을 하는지 살펴보는 것이다. 기존의 서비스 실패와 회복에 대한 연구가 서비스 기업의 관점에서 제시되어 왔던 연구의 한계에서 벗어나 '고객의 역할(관계의 질, 고객참여)'이 서비스 실패와 회복에 이르는 과정에서 어떤 영향력을 제공하는지, 그리고 서비스 기업에게 어떤 완충역할을 할 수 있는지를 다차원적으로 살펴봄으로써 이론적, 실무적으로 의미있는 결과를 도출할 수 있을 것으로 판단된다.

• 한국정보통신학회논문지
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• 제6권3호
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• pp.459-463
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• 2002

본 논문은 광섬유 증폭기에서 입력 펄스 열에 따른 gain recovery 특성을 고찰하였다. 1.3$\mu\textrm{m}$대역에서 증폭특성을 갖는 PDFA(Praseodymium-Doped Fiber Amplifier)의 WDM 적용시 short pulse 열을 인가한 경우 발생할 수 있는 이득 포화 및 복구의 시간적 한계를 이론적으로 해석하였다. 펄스열의 간격과 펌프 파워, 그리고 펄스 간격에 따른 이득 포화 및 복구 시간이 광 펄스의 증폭에 미치는 영향을 예측할 수 있었다.

• 한국정보통신학회:학술대회논문집
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• 한국해양정보통신학회 2002년도 춘계종합학술대회
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• pp.505-508
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• 2002

본 논문은 광섬유 증폭기에서 입력 펄스 열에 따른 gain recovery 특성을 고찰하였다. 1.3$\mu\textrm{m}$ 대역에서 증폭 특성을 갖는 PDFA(Praseodymium-Doped Fiber Amplifier)의 WDM 적용 시 short pulse 열을 인가할 경우 발생할 수 있는 이득 포화 및 복구의 시간적 한계를 이론적으로 해석하였다. 펄스열의 간격과 펌프 파워, 그리고 펄스 간격에 따른 이득 포화 및 복구 시간이 광 펄스의 증폭에 미치는 영향을 예측할 수 있었다.

• 복식
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• 제64권3호
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• pp.13-31
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• 2014

This study attempts to analyze relational structures among service failure-related variables after the moderation of fairness in the beauty service industry with the following purposes: First, it aims to review and investigate service failure & service recovery strategies, non-switching intentions after recovery, revisit intention, the intent to provide word-of-mouth recommendations and previous studies on service failure and recovery in the beauty service industry. Second, it targets the analysis of the role of fairness as a variable that moderates relations between service recovery strategies and post-recovery satisfaction in the beauty service industry. For this, the following research method was used: This study has investigated the effect of service failure and its recovery strategies (behavioral recovery strategy, psychological recovery strategy, monetary recovery strategy) on customer satisfaction for beauty service users and used the Structural Equation Model (SEM) to further analyze and verify the effect of the satisfaction on post-satisfaction behavior (non-switching intention, repurchase intention and the intent to provide word-of-mouth recommendations). The SEM was divided into a measurement model and structural model to determine if the model is appropriate and estimate the parameters of the path coefficient. In addition, this study examined to see if fairness (procedural fairness, distributive fairness and interactive fairness) works as a moderating variable while the service recovery efforts affect customer satisfaction. Then, the role of service recovery strategies, targeted to satisfy the customers who were dissatisfied because of service failure, were investigated. In addition, its effect on post-satisfaction behavior was analyzed from the structural aspect, and the moderating role was examined as well. Then, the role of the service recovery strategy, which can be used to satisfy dissatisfied customers, was examined, and the effect of the satisfaction on customer behavior was analyzed from a structural perspective. In addition, the moderating role of fairness was tested. As a result, this study is significant in that it helps service providers formulate service recovery-related strategies.

• 대한안전경영과학회지
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• 제12권2호
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• pp.89-97
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• 2010

The most important concern in the internet service organizations in competitive market circumstances is to focus on formation and maintenance of continuous relationship with customers. The purpose of this study is to verify the effect of perception of the fairness - procedural fairness for recovery, interactional fairness, fairness for reward on customer's satisfaction and trust, behavior when the internet service company failed to service such as disclosure of personal information. This study aims to apply justice theories to service recovery. As a result, first, the customer's perceived justice had a significant effect on the customer satisfaction and trust in service recovery. Second, the customer's satisfaction positive effect on trust. Third, customer's satisfaction formed by service recovery had a effect on the customer's behavior such as continuous usage intention. Therefore, this study was reveal how the extent of justice perception felt by customers in the service recovery process, causes positive causation relationship which affect customer behavior intention.

• 한국조리학회지
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• 제22권8호
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• pp.204-218
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• 2016

The purpose of this study is to identify the differences in the effect of service recovery efforts on consumers satisfaction, word of mouth intentions, and revisit intentions when exposed to service failure situations. The service failure situation was classified into outcome-related and process-related failures. The service recovery effort was divided into financial and emotional efforts. Using a scenario technique, this study collected data from diners in Daegu and Gyoungbuk province. The results of the empirical analysis show that the effect of service recovery efforts varies depending on types of service failures and recovery efforts. Also, the interaction between service failure types and service recovery efforts was confirmed.

• The Journal of Asian Finance, Economics and Business
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• 제6권1호
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• pp.129-139
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• 2019

The purpose of this research is to examine the effect of informational justice on post-recovery satisfaction, and the effect of post-recovery satisfaction on behavioral intentions in e-commerce, including further investigate the moderating effect of service failure severity. Using quantitative method, the population of this research are online customers in Indonesia, with non-probability sampling that will be done by purposive sampling method based on predetermined criterias, which are customers who were doing transactions in the Business to Consumer (B2C) online sites, experienced service failure in the last 6 months, submitted a complaint, and received a response. Sample of 317 online customers were gathered and analyzed using the Structural Equation Modeling. The results of this study indicated that 5 hypothesis are supported with data. As a conclusion, informational justice and post-recovery satisfaction has positive effect, while service failure severity acts as a moderator between post-recovery satisfaction and behavioral intentions. As a managerial implication, online store management needs to ensure the informational justice to make a post-recovery satisfaction. Therefore, online store management needs to ensure the informational justice to make a post-recovery satisfaction, increase repurchase and positive e-word of mouth intention, also work harder to recover services, especially in high service failure severity condition.

• 패션비즈니스
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• 제19권3호
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• pp.59-72
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• 2015

The purposes of this study are to explore how the service recovery of the beauty shops and customers' perceived justice affect the customer relationship. A survey based questionnaire method was employed for this study. Data were collected by a convenient sampling of 232 female customers of hair beauty shops in Seoul and Busan. The data were analysed by using SPSS 21.0, including a frequency analysis, reliability analysis, factor analysis and multiple of regression analyses. The first result showed that all dimensions of service recovery had a significantly positive effect on the perceived justice. Especially, behavioral recovery of beauty shops was the major significant factor affecting perceived justice. Second, distributive justice and interactive justice had a significant effect on satisfaction. However, procedural justice did not have any significant effect on satisfaction. Finally, satisfaction was significantly and strongly associated with both trust and commitment. These results provide empirical proposition that the recovery strategies for complaint handling of the beauty service shop are related closely to relationship marketing.

• Korean Journal of Acupuncture
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• 제32권1호
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• pp.20-29
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• 2015

Objectives : The objectives of this study is to compare the effects of electroacupuncture(EA), warm needling(WN) and Radio Frequency warm needling(RFWN) stimulations on the acupoints at the artificially damaged ankles of Sprague-Dawley rats, which could be classified as the Grade 3. Methods : The foot weight bearing force ratio(FWBFR) of ankle sprain was measured first at 24 hours after without any other stimulations. Pain Recovery Index(PRI) represents the analgesic level, and modified Pain Recovery Index(mPRI) shows the accumulated recovery level. PRI was measured at 2 hours after each stimulus on GB34, GB39 and GB42, and mPRI was during 7 days. Results : EA stimulation of GB34 and GB39 acupoint in grade 3 ankle sprain showed a marked analgesic and recovery effect. RFWN of GB42 exhibited significant analgesic and pain recovery effect. RFWN of GB34 resulted in pain recovery effect but not analgesic effects, and RFWN of GB39 resulted in analgesic effect 2 hours after but not pain recovery. However, WN did not affect the pain recovery among three acupoints at all. Conclusions : In the Grade 3 ankle sprain model, the difference of analgesic effects were explained by the acupoints and the stimulation methods according to the accumulated recovery effects during 7 days. It is insufficient to determine that a certain acupoint has a specific analgesic effect depending on the stimulation method by the results of this study. Therefore, the effects of each stimulation on the acupoints in any other meridians at the sprained ankle should be compared and analyzed.