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Customer-Contact Employee Support and Service Recovery Efforts: The Mediating Role of Job Burnout and Customer Orientation

  • Moon, Younhee
    • Asia Marketing Journal
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    • v.20 no.3
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    • pp.83-103
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    • 2018
  • The purpose of this research is to investigate the effect of customer-contact employees support on service recovery efforts. Service companies should try to prevent the service failure situation from occurring, but it is realistic that the service failure occurs due to the characteristics of the service. Service recovery efforts of service providers are important because effective responses to service failures can enhance customer satisfaction despite service failures. Social support for customer-contact employees needs to improve service recovery efforts. Specifically, this study focuses on the mediation roles of job burnout and customer orientation in relationship between social support for customer-contact employees and service recovery efforts. Social exchange theory was used as the theoretical underpinning of the research model. Based on reciprocity principle, this paper suppose that support for customer-contact employees and service recovery effort are a kind of social exchange relationship. Social supports for customer-contact employees are categorized into internal and external organization. Internal organization is POS(perceived organizational support) and external organization is customer support. The research model was tested with the data gathered from the flight attendants whose emotional labor intensity was relatively high and the service failure frequently occurred. As a result of analysis, social supports for customer-contact employees classified into organizational support, supervisor support, and customer support are found to have differential impacts on job burnout and customer orientation. It has been found that job burnout of service providers is negatively affecting service recovery efforts. On the other hand, customer orientation of service providers has a positive influence on service recovery efforts. Based on the results of the analysis, we provide practical implications for effective service recovery efforts in service failure situations, and suggest the theoretical implications to explain the process of service recovery effort. Finally, limitations of the study and directions for future research are suggested.

The Study of the Empathy Relationship Experiences of Adolescents from Low-SES Families - Focus on relationship with School Social Worker - (빈곤가정 청소년의 공감 관계 경험에 관한 연구 -학교사회복지사와의 관계를 중심으로-)

  • Lee, Soim;Jang, Ayeong;You, Anna;Kim, Soongyu
    • Asia-pacific Journal of Multimedia Services Convergent with Art, Humanities, and Sociology
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    • v.7 no.1
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    • pp.383-393
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    • 2017
  • This study examined the empathy relationship experiences of adolescents in relationships with school social workers. The researchers conducted individual interviews with 10 adolescents from low-SES families. The primary interview query was 'What have empathy relationship experiences with school social workers meant to you?' Interview responses were coded and the results were analyzed using phenomenological research methods. The empathy experiences of adolescents were identified as the following: 'tried to build empathy','understanding another's feelings', 'helpfulness'. The study's results summarized the adolescents' feelings of empathy resulting from their interactions with school social workers. In conclusion, the study suggested some useful strategies for school social workers in their work with adolescents from low-SES families. These strategies are designed to maximize adolescents' ability to feel empathy for others. Furthermore, based on the results of this study the researchers suggest some promising avenues for empathy research in various fields.

The mediation of emotional dysregulation in the influence of social exclusion on SNS addiction tendency (SNS 중독경향성에 대한 사회적 배제감의 영향에서 정서조절곤란의 매개)

  • Seongsoo Lee
    • Journal of Advanced Technology Convergence
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    • v.2 no.4
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    • pp.21-30
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    • 2023
  • This paper tried to determine whether emotional dysregulation would function as a mediating variable when social exclusion affects SNS addiction tendencies. For this purpose, a survey was conducted targeting students enrolled in a university located in the central region. Responses from 298 people were analyzed. The analysis results show that social exclusion completely mediates emotional dysregulation and influences SNS addiction tendencies. Meanwhile, we set the two sub-dimensions of social exclusion as independent variables to determine whether it influences SNS addiction tendency through emotion regulation. It was found that the experience of being ignored influenced the tendency to addict to SNS by partially mediating the experience of emotion regulation, while the experience of rejection was found to affect the tendency to addict to SNS by fully mediating the experience of emotion regulation. These analysis results show that when establishing social exclusion as an influential factor in SNS addiction tendency, it is meaningful not only to set it as an overall factor but also to approach it by dividing it into individual factors.

The Effect of Nursing Students' Use of Social Media and Information Utilization Skills on Learning Outcomes (간호대학생의 SNS활용, 정보활용능력이 학습성과에 미치는 영향)

  • Hyea Kyung Lee;Ye Jin Keum;Seo Hyeon Kim;So Yeon An;Eun Seo Lee;Jae Hyeck Lee;Min Seo Jang;Ji Hyun Hong
    • The Journal of the Convergence on Culture Technology
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    • v.10 no.5
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    • pp.315-322
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    • 2024
  • The purpose of this study is to identify the factors affecting the learning outcomes of nursing students in relation to their use of social media and information utilization skills. The study participants were second to fourth-year nursing students with experience in using social media or information during their learning activities, and a total of 192 responses were analyzed. The study results indicated that the factors influencing learning outcomes included the use of social media, information utilization skills, and university satisfaction, explaining 32.4% of the learning outcomes. The order of influence was as follows: information utilization skills (β=.41, p<.001), use of social media (β=.15, p=024), university satisfaction (satisfied) (β=.31, p=001), and university satisfaction (average) (β=.21, p=018). Based on the results of this study, it is suggested that the findings be used as basic data to improve the learning outcomes of nursing students.

A Prospective Study on the Aspects of the Digital Divide and Social Inclusion in an AI-based Society (인공지능 기반 사회에서의 정보 격차 양상과 사회적 포용에 관한 미래 전망 연구)

  • Seokki Cha;Do-Bum Chung;Bong-Goon Seo
    • Knowledge Management Research
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    • v.25 no.3
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    • pp.173-200
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    • 2024
  • This study investigates the dynamics of the digital divide and social inclusion in a society increasingly influenced by artificial intelligence (AI) by 2035. Using a 2×2 matrix scenario analysis, the research explores future scenarios based on two axes: the level of AI technological advancement and societal response. The scenarios range from an "Inclusive AI Society," characterized by advanced AI technology and comprehensive societal measures, to an "AI Polarized Society," marked by rapid AI advancement but fragmented social responses, exacerbating inequalities. The study emphasizes the critical role of both technological and social strategies in addressing the challenges of AI-driven societies. It provides policy recommendations to mitigate potential disparities, highlighting the need for inclusive education, equitable access to AI benefits, and adaptive governance frameworks. The findings aim to inform policymakers and stakeholders about the impacts of AI on social inclusion and the digital divide, proposing strategies for fostering a balanced and equitable AI future.

An Analysis of the Current State and Changes in the Interlibrary Loan Service Focused on KERIS Data From 2004 to 2014 (학술정보 상호대차 서비스 현황 및 변화 분석: 2004년-2014년 KERIS 데이터를 중심으로)

  • Lee, Ji Won
    • Journal of the Korean Society for information Management
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    • v.32 no.3
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    • pp.199-219
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    • 2015
  • This study aims to illustrate the current status and changes of interlibrary loan service in Korea. Transaction data of KERIS Interlibrary Loan (ILL) Service from 2004 to 2014 were analyzed and key findings include the following: 1) In case 4 year college libraries, there is a close correlation between requests and responses in the interlibrary loan, but there is none for other type of libraries. 2) Social science and literature were the most responded subject area of interlibrary loan materials. In the aspect of language, responses for English materials occupied almost half of all responses. 3) 60 percent of libraries, the number of outgoing requests exceeded the number of their responses to incoming requests. 4) After 2012, KERIS ILL service showed a steady progress in all aspects.

Facebook Fatigue: Narcissism, Reputation Concern, and Expectation of Others' Responses (페이스북 피로감에 대한 연구: 자기애, 평판근심, 반응기대를 중심으로)

  • Lee, Jongmin;Lee, Jihye;Sung, Yongjun
    • Journal of the HCI Society of Korea
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    • v.13 no.3
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    • pp.35-42
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    • 2018
  • Social Networking Sites (hereafter SNSs) have become a part of people's daily routines. Beginning as a hobby/communicating tool for a specific group of people, SNSs have expanded in terms of the number of users, frequency of access, and depth and range of sharing. It is recently reported that the users experience SNS fatigue from being connected at all time. However, limited research has addressed this issue. The purpose of the present study was to examine the mediating role of reputational concern and expectation of others' responses on the relationship between narcissism and Facebook fatigue. A total of 329 Facebook users completed an online survey. The results showed that individuals who rated high on narcissism experienced a high level of Facebook fatigue, and that both reputational concern and expectation of others' responses partially mediated the relationship between narcissism and fatigue. Implications of the findings and suggestions for future research are discussed.

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Consumer Awareness and Evaluation of Retailers' Social Responsibility: An Exploratory Approach into Ethical Purchase Behavior from a U.S Perspective (소비자인지도화령수상사회책임(消费者认知度和零售商社会责任): 종미국시각출발적도덕구매행위적탐색성연구(从美国视角出发的道德购买行为的探索性研究))

  • Lee, Min-Young;Jackson, Vanessa P.
    • Journal of Global Scholars of Marketing Science
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    • v.20 no.1
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    • pp.49-58
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    • 2010
  • Corporate social responsibility has become a very important issue for researchers (Greenfield, 2004; Maignan & Ralston, 2002; McWilliams et al., 2006; Pearce & Doh 2005), and many consider it necessary for businesses to define their role in society and apply social and ethical standards to their businesses (Lichtenstein et al., 2004). As a result, a significant number of retailers have adopted CSR as a strategic tool to promote their businesses. To this end, this study sought to discover U.S. consumers' attitudes and behavior in ethical purchasing and consumption based on their subjective perception and evaluation of a retailer. The objectives of this study include: 1) determine the participants awareness of retailers corporate social responsibility; 2) assess how participants evaluate retailers corporate social responsibility; 3) examine whether participants evaluation process of retailers CSR influence their attitude toward the retailer; and 4) assess if participants attitude toward the retailers CSR influence their purchase behavior. This study does not focus on actual retailers' CSR performance because a consumer's decision making process is based on an individual assessment not an actual fact. This study examines US college students' awareness and evaluations of retailers' corporate social responsibility (CSR). Fifty six college students at a major Southeastern university participated in the study. The age of the participants ranged from 18 to 26 years old. Content analysis was conducted with open coding and focused coding. Over 100 single-spaced pages of written responses were collected and analyzed. Two steps of coding (i.e., open coding and focused coding) were conducted (Esterberg, 2002). Coding results and analytic memos were used to understand participants' awareness of CSR and their ethical purchasing behavior supported through the selection and inclusion of direct quotes that were extracted from the written responses. Names used here are pseudonyms to protect confidentiality of participants. Participants were asked to write about retailers, their aware-ness of CSR issues, and to evaluate a retailer's CSR performance. A majority (n = 28) of respondents indicated their awareness of CSR but have not felt the need to act on this issue. Few (n=8) indicated that they are aware of this issue but not greatly concerned. Findings suggest that when college students evaluate retailers' CSR performance, they use three dimensions of CSR: employee support, community support, and environmental support. Employee treatment and support were found as an important criterion in evaluation of retailers' CSR. Respondents indicated that their good experience with a retailer as an employee made them have a positive perception and attitude toward the retailer. Regarding employee support four themes emerged: employee rewards and incentives based on performance, working environment, employee education and training program, and employee and family discounts. Well organized rewards and incentives were mentioned as an important attribute. The factors related to the working environment included: how well retailers follow the rules related to working hours, lunch time and breaks was also one of the most mentioned attributes. Regarding community support, three themes emerged: contributing a percentage of sales to the local community, financial contribution to charity organizations, and events for community support. Regarding environments, two themes emerged: recycling and selling organic or green products. It was mentioned in the responses that retailers are trying to do what they can to be environmentally friendly. One respondent mentioned that the company is creating stores that have an environmentally friendly design. Information about what the company does to help the environment can easily be found on the company’s website as well. Respondents have also noticed that the stores are starting to offer products that are organic and environmentally friendly. A retailer was also mentioned by a respondent in this category in reference to how the company uses eco-friendly cups and how they are helping to rebuild homes in New Orleans. The respondents noticed that a retailer offers reusable bags for their consumers to purchase. One respondent stated that a retailer uses its products to help the environment, through offering organic cotton. After thorough analysis of responses, we found that a participant's evaluation of a retailers' CSR influenced their attitudes towards retailers. However, there was a significant gap between attitudes and purchasing behavior. Although the participants had positive attitudes toward retailers CSR, the lack of funds and time influenced their purchase behavior. Overall, half (n=28) of the respondents mentioned that CSR performance affects their purchasing decisions making when shopping. Findings from this study provide support for retailers to consider their corporate social responsibility when developing their image with the consumer. This study implied that consumers evaluate retailers based on employee, community and environmental support. The evaluation, attitude and purchase behavior of consumers seem to be intertwined. That is, evaluation is based on the knowledge the consumer has of the retailers CSR. That knowledge may influence their attitude toward the retailer and thus influence their purchase behavior. Participants also indicated that having CSR makes them think highly of the retailer, but it does not influence their purchase behavior. Price and convenience seem to surpass the importance of CSR among the participants. Implications, recommendations for future research, and limitations of the study are also discussed.

A Study of the Causal Relationship between Organizational Trust and Error Management Culture across Social Service Agencies (조직신뢰와 오류관리문화와의 관계에 대한 연구 - 사회복지이용시설을 중심으로 -)

  • Lee, Sangchul
    • Korean Journal of Social Welfare
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    • v.67 no.3
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    • pp.83-105
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    • 2015
  • This study has two objectives. First, it examines the relationship between organizational trust and error management culture. Second, it also examines the effect of social workers' perceived work value on the combined model by considering the unique characteristics of social work profession and social desirability. This study employs the stratified sampling method on social workers with more than two year work experiences in their current social service agencies that are located in Seoul and Kyungki province; finally it analyzes the responses from 564 social workers by using the method of multiple regression modeling. This study has the following results: (1) there is a causal relationship between social desirability and organizational trust perceived by social workers; (2) there is a positive causal relationship between social workers' perceived work value and organizational trust; and (3) there is also a positive causal relationship between factor structure of error management culture and organizational trust. This study discusses the theoretical and practical implications of the results.

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A Study on Difference between Korea and China Consumers in importance of Attributes, Shopping Value and Loyalty in Social Commerce (한국과 중국소비자의 소셜커머스 속성의 중요도, 쇼핑가치 및 충성도 차이에 관한 연구)

  • Kim, Moon-Jung
    • Journal of Distribution Science
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    • v.13 no.1
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    • pp.47-55
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    • 2015
  • Purpose - The objective of this study is to verify whether there are differences between Korean and Chinese consumers in the importance of the attributes such as shopping value and loyalty in social commerce. With the purpose of finding out these differences, the following questions are set up as research questions. First, will there be a difference between Korea and China in the importance of attributes of social commerce? Second, will there be a difference between Korean and Chinese consumers in shopping value? Third, will there be a difference between Korean and Chinese consumers in their loyalty? Research design, data, and methodology - The researchers collected data through self-administered questionnaires from Korean and Chinese consumers who had used social commerce within the past six months before answering the questionnaire. First, for social commerce users in Korea, comprising male and female university students in Chungcheong, a questionnaire was circulated. For social commerce users in China, university students within Beijing were surveyed. Responses to 336 questionnaires were used, excluding those with no answers or unreliable answers. Data coding and data cleaning were used. SPSS 18.0 was used. First, exploratory factor analysis is done to verify the validity of testing tools, and Cronbach's α coefficient is used to verify credibility. For factor analysis, the Varimax method is used. To verify the internal consistency reliability of each factor, the Cronbach's α coefficient is used to verify the credibility. Second, a T-test is done to verify differences between Korean and Chinese consumers for the importance of attributes. Third, ANOVA (Analysis of variance) is done to verify differences between Korean and Chinese consumers in shopping value and loyalty. Results - When Korean and Chinese consumers use social commerce, first, the importance of the attributes of social commerce is affected by four factors; playfulness and economic factors are more important to Korean consumers than Chinese consumers. As for informativeness factors, including product information and quality, and buyer comments, there was no confirmed difference between Korean and Chinese consumers. The convenience factor is more important to Chinese consumers than Korean consumers. Second, the factors affecting shopping value for Korean and Chinese consumers were hedonic shopping value and rational shopping value. To see the difference between Korean and Chinese consumers in shopping value factors, a t-test is conducted. As a result, in the rational shopping value factors of social commerce, Korean consumers scored higher than did Chinese consumers. These results were verified to be meaningful through statistics. In the hedonic shopping value factor of social commerce, Korean consumers scored higher than Chinese consumers. These results showed a significant difference. Third, loyalty in social commerce is higher for Chinese consumers than for Korean consumers. However, there is no difference in loyalty depending on sex. Conclusion - These results will hopefully be valuable and used in the future by Korean companies that wish to enter the Chinese social commerce market.