This study focused on examining methods for the favorable relationship between internet shopping mall and customers from a point of view that it was necessary for internet fashion market getting faced with keen competition to change its marketing focus from securing new customers to customer retention strategies. Measurement instruments were selected to measure these variables and a questionnaire was made. Data was collected in 491 men and women in their twenties residing in Gwangju city using the questionnaire. The analysis results were summarized as follows: First, in the failure to purchase fashion products in internet shopping mall, as consumer's favorable internet shopping attributes, their possibility of complaining and repurchase intentions became higher, and had negative effect on regret and dissatisfaction. Second, attributions of the result of a failure to purchase fashion products in internet shopping mall were found to increase regret and dissatisfaction. Third, customers experiencing regret and dissatisfaction showed a very high possibility of complaining but their possibility of repurchase intentions had negative affect.

Due to fierce competition, many domestic fashion businesses are suffering difficulty in securing and maintaining customers. Accordingly, fashion companies are devoting all their energy to secure customers by using high quality and diverse strategies for distribution and promotion, and to secure loyalty by satisfying customers with the offer of excellent service. Thus, it is very important to provide systematic service recovery strategy available for handling service failure effectively. Therefore, the purpose of this study is comprehensively analyzing influences of expectation dis-confirmation and perceived justice for service recovery upon consumers' satisfaction and loyalty. The findings are as follows. First, as for the service failure that customers experienced, the more consumers who expect it to be recovered led to the higher formation of expectation-compensation dis-confirmation. Second, it was indicated that the higher seriousness in service failure that customers experienced led to the lower satisfaction and loyalty to service recovery. Third, as a result of examining influence of expectation-compensation dis-confirmation for servicefailure recovery upon consumer satisfaction and loyalty, the customers who showed more positive dis-confirmation to expectation-compensation were indicated to form the more satisfaction and loyalty. Fourth, as a result of examining the influence of the perceived justice in the process of service-failure recovery upon customer satisfaction, all in 3 dimensions of justice had effect on customer satisfaction.

게임 활동 중에 많은 게임 유저들이 게임 플레이 시간에 대한 왜곡을 경험한다. 이러한 현상에 대해 주로 몰입 또는 중독의 관점에서 연구되었는데, 이러한 연구들도 이러한 현상이 일어나는 이유나 이와 관련된 게임 유저들의 심리적 경험이 무엇인지를 밝히는 데는 많은 한계가 있었다. 이에 본 연구에서는 게임의 재미 요소가 게임 시간 에 대한 왜곡과 어떠한 관련이 있는지를 탐색해 보았다. 그 결과, 게임의 물리적 재미 요소와 하루 평균 게임 플레이 시간은 시간 왜곡과 크게 관련이 없는 것으로 나타났다. 반면 게임을 통한 심리적 재미 경험과 게임 경력은 시간 왜곡 현상을 설명하는 주요 요소인 것으로 확인되었다. 즉 게임 경력이 오래될수록, 게임을 통해 얻는 심리 적 재미 경험이 클수록 실제 게임 플레이 시간에 비해 게임 유저들이 느끼는 주관적인 체감 시간이 짧아지는 것으로 나타났다. 본 연구는 게임 유저들이 게임 활동 중 흔히 경험하는 게임 플레이 시간에 대한 왜곡 현상의 원 인을 탐색하였다는데 그 의의가 있다. 추후 연구에서는 게임 유저들의 물리적, 심리적 재미 경험의 속성을 보다 구체적으로 탐색하여 연구가 이루어질 필요성이 있다.

This study purposed to analyze difference in the perception of service quality between physical therapy patients and physical therapists and to provide basic materials for maintaining high service quality that meets patients' expectation in each service area. For this study, we conducted a questionnaire survey with physical therapy patients and physical therapists in Jeju from the 6 to 30 of January, 2010. In the survey, we received 133 questionnaires from patients and 125 from physical therapists, and used them in analysis. The instrument used in this study to measure service quality was prepared by the researcher through adapting and supplementing the SERVQUAL model developed by Parasuraman et al (1991). For our physical therapy environment, and it consisted of a total of 23 questions in five areas, namely, tangibility, reliability, responsiveness, assurance, and empathy. Patients' perception of service quality was high in order of reliability, assurance, empathy, responsiveness, and tangibility. In four areas with exception of reliability, quality perceived by patients was lower than that perceived by physical therapists, and particularly in responsiveness(t=2.82, p=.00) and empathy(t=2.02, p=.04), the difference between patients and physical therapists was statistically significant. In order to reduce the difference in the perception of service quality between patients and physical therapists, it is considered necessary to enhance physical therapists' perception of service quality and to prepare measures for improving service equality so that services would be provided through respectful communication with maintaining the dignity of patients, rather than focusing on disease.

This study focuses on testing the validity of dimensions of restaurants’ menu prices. In addition, the effect of demographic variables on the perception of each price dimension was investigated. The subjects were people living in the capital region who have, at least on occasion, gone to family restaurants. The data were collected by self-administered questionnaires and analyzed by factor analysis, reliability analysis, confirmatory factor analysis, and the ANOVA t-test. The results were that consumers’ perception of restaurant menu prices is not uni-dimensional, but has six dimensions: price-price schema, pricequality schema, value consciousness, low price proneness, price mavenism, sales proneness. Demographic variables partially affect the consumers’ perception of each menu price dimension. The result of the t-test examining dimensions of price according to the demographic characteristic was that females have a higher sales proneness than males. The t-test result according to marriage indicated that married people were higher in price-price schema and quality proneness than unmarrieds. ANOVA according to age indicated that people between ages of 20 to 29 have a higher quality proneness than those of other ages.

The purpose of this study is to understand factors of risk perception and purchase obstruction by consumer characteristics and purchase experience of clothing in online. The collection of the research materials was progressed by online and offline. Out of 374 usable questionnaires used for examining this study, 278 questionnaires were collected from offline and 107 questionnaires were collected from online. Frequency analysis, factor analysis, reliability analysis, t-test, One-way ANOVA and multiple regression analysis using SPSS WIN 12.0 were conducted. Three factors of perceived risk were extracted: harmonic/image, quality/shopping process, payments. Based on these dimensions, ANOVA was conducted. The results indicated that the more purchasing experience people had, the less the extent of perceived risk they got, and quality/shopping process risk mostly among them. As the factors which obstruct purchasing decision, a security obstruction, a reliability obstruction, a convenient obstruction and an information insufficient obstruction are extracted. Also, the factors have got the result of same aspects as the perceived risk recognized by the Internet shopping experience. Meaningful differences between groups appear at security obstruction, reliability obstruction, and convenient obstruction. Perceived risk almost influenced on purchase obstruction when purchasing clothes in Internet shopping mall. When consumers perceiving harmony/image risk highly make decisions, they usually hesitate or abandon due to reliability obstruction, convenient obstruction. All the factors: including security obstruction, reliability obstruction, convenient obstruction and information insufficient obstruction made consumers perceiving quality/shopping process risk highly obstruct purchase decision.

This study was conducted to investigate the effects of fast food customer's perceived risks on risk reduction behavior, attitude and purchase intention. A total of 268 usable surveys were collected using a stratified random sampling method. Descriptive analysis and factor analysis was then conducted using SPSS 12.0, and a Cronbach's α was generated to estimate the internal consistency of the survey items. Multiple regression analysis was used to evaluate the relationships among variables. The results indicated that fast food safety and monetary risks had a negative effect on customer feelings and satisfaction with fast food, which had a positive effect on buying purpose and recommendation purpose. Conversely, obesity and monetary risks only had a negative effect on buying purpose. An improved menu more effectively reduced the risk perceived by the fast-food customers than an improved image.

오늘날 가상 세계에서 인간과 인간, 컴퓨터와 인간의 상호작용을 좀 더 효율적으로 도와줄 수 있는 매개체로서 에이전트에 대한 관심이 증대되고 있다. 특히 에이전트의 정서표현도 인간의 정서 표현처럼 해석할 수 있고 그에 대해 인간의 정서표현에 반응하는 것과 마찬가지의 방식으로 반응한다는 연구들이 있어왔다. 그렇다면 에이전트의 정서표현이 표정과 목소리에서 서로 불일치한다면 어떤 쪽에 더 치중해서 에이전트의 정서를 해석할지 또는 어느 한 쪽에 치중하는 것이 아니라 두 정서 모두 조합해서 받아들일지 알아보고자 했다. 또한 만약 표정과 목소리의 두 가지 정서를 조합해서 인지한다면 표정이나 목소리에서는 표현되지 않은 제 3의 정서를 느끼지는 않는 것인지 알아보았다. 실험은 표정(4) × 목소리(4)로 이루어졌다. 실험 결과 사람들은 에이전트의 한 가지 채널에 지배받아서 정서를 인지하는 것이 아니라 표정(시각)과 목소리(청각) 두 채널 모두를 조합해서 정서를 인지하는 것으로 나타났다. 또한 두 채널의 정서가 불일치할 때에는 혼란에 빠져 무슨 정서인지 모르게 되는 것이 아니라 또 다른 실망, 지루함, 지친, 반가운 등의 제 3의 정서를 느끼는 것으로 나타났다.

Recently the information system introduction and the application which use the computer are increasing. The efficient operation of information system helps corporations to improve productivity, customer service and corporate competitive power. SaaS(Software as a Service), which is the developed type of outsourcing in the area of information technology, is to use standardized and packaged application by hosting from the outside of enterprise. SaaS is not developed yet as much as people's interest about that in the initial stage, but its related technology and service capacity are accumulated after repeated trial and error, and it's ready to activate the industry. In the area of information system, studies on the measurement of service quality were followed. But there is little study on service quality measurement in the field of SaaS(Software as a Service). The purpose of this study was to divides the SaaS with e-SERVQUAL and it consider the relationship with the perceived recognition and the usage intention. According to this, variables of traditional research were rejected because SaaS is not developed yet in Korea. But information had a strong effect on perceived recognition. Therefore, business related with in SaaS must have provided a correct information about various applications.

목적 : 본 연구의 목적은 임상작업치료사들의 임파워먼트, 직무특성, 직무몰입 그리고 직무만족의 특성과 상호 관계성을 알아보기 위한 것이다. 연구방법 : 연구의 대상은 경력 1년 이상의 작업치료사 150명을 대상으로 하였다. 본 연구는 4개의 부분으로 총 60문항으로 구성된 설문지(대상자의 일반적 특성 13문항, 임파워먼트 12문항, 직무만족 20문항, 조직몰입 15문항)를 이용하여 수집된 임상 작업치료사의 특성별 임파워먼트의 차이, 그리고 임파워먼트와 직무만족, 조직몰입과의 상관관계를 분석하였다. 결과 : 작업치료사의 임파워먼트 정도는 59.24였고 임파워먼트 요소로서는 의미성이 가장 크게 나타났다. 임파워먼트의 차이는 성별, 교육수준, 근무형태, 총 근무경력에서 유의한 차이가 있었다(p<.05). 작업치료사의 직무만족도와 조직몰입은 임파워먼트와 양의 상관관계를 보여 임상작업치료사의 임파워먼트가 증가할수록 직무만족과 조직몰입은 커지는 것으로 나타났다(p<.05). 결론 : 본 연구의 결과는 임상 작업치료사의 임파워먼트가 직무만족 및 조직몰입과 관계되며, 이는 일부 개인적인 특성에 따라 달라질 수 있다는 것을 의미한다. 이러한 결과는 작업치료사의 직무 관련 스트레스와 만족도 뿐만 아니라 의료 서비스 향상 전략을 연구하는데 있어서의 기초자료로 도움이 될 것이다.

본 논문에서는 우리 생활 깊숙이 파고들어 새로운 커뮤니케이션의 도구로 활용되고 있는 인스턴트 메신저의 이용 동기와 이용에 따른 충족, 그리고 인스턴트 메신저를 통한 텍스트의 교환이 타인(상대방)에 대한 지각에 어떠한 영향을 미치는 지 사회적 현존감(a sense of being together)라는 개념을 이용해 살펴보고자 하였다. 미국 대학생들을 대상으로 설문조사를 실시한 결과 대학생들은 인스턴트 메신저를 사회적 상호 작용성, 심리적 안정성, 편리성, 오락 및 휴식, 정보 추구 등의 충족을 얻기 위해 사용하고 있으며, 채팅 상대방과 함께 있다고 느끼는 사회적 현존감의 경험은 이용 동기, 이용 만족에 긍정적인 영향을 미치는 것으로 조사되었다. 특히 사회적 현존감의 경험 정도에 따라서 메신저 이용의 충족 정도가 달라짐으로써 사회적 현존감이 인스턴트 메신저 이용에 있어서 중요한 매개 변인으로서 기능하고 있음을 알 수 있었다. 또한 이러한 사회적 현존감의 차이는 성별에 따라 차이가 있는 것으로 나타났다.

본 연구는 청소년의 부모자녀 의사소통이 그들의 인터넷게임 중독에 어느 정도 영향을 끼치는가를 알아보고자 하는데 그 목적이 있다. 본 연구의 목적을 달성하기 위하여 제시된 구체적인 문제들에 대한 이론적 배경은 문헌자료에 대한 내용분석을 하였고, 실증분석은 설문지로 수집된 자료에 대하여 빈도분석(frequencies), 요인분석(factor analysis), 신뢰도(reliability), 그리고 단계적 회귀분석(hierarchial regression)을 적용하였다. 본 연구의 결과를 요약하여 제시하면 다음과 같다. 즉, 부모-자녀(청소년)간 의사소통이 수용적일수록 청소년의 인터넷 중독에 낮게 하는데 영향을 미치는 것으로 나타났다. 또한, 부모-자녀간 의사소통의 하위변수인 대화수용성과 배려성은 높을수록 청소년의 인터넷 중독은 더 낮아진다고 할 수 있는 것으로 나타났다. 그리고 성별, 인터넷 이용시간, 그리고 부모와의 대화시간을 통제변수로 하여 변수간 관계를 분석한 결과는 대화수용성이 높을수록 청소년의 인터넷게임 중독은 더 낮아진다고 할 수 있는 것으로 나타났다. 본 연구의 결과를 통하여, 청소년이 지각하는 부모-자녀간 의사소통을 활발하게 하는 것이 청소년의 인터넷게임 중독을 예방하거나 감소시키는데 기여할 수 있음을 알 수 있다.

Recently the information system introduction and the application which use the computer are increasing. The efficient operation of information system helps corporations to improve productivity, customer service and corporate competitive power. SaaS(Software as a Service), which is the developed type of outsourcing in the area of information technology, is to use standardized and packaged application by hosting from the outside of enterprise. SaaS is not developed yet as much as people's interest about that in the initial stage, but its related technology and service capacity are accumulated after repeated trial and error, and it's ready to activate the industry. In the area of information system, studies on the measurement of service quality were followed. But there is little study on service quality measurement in the field of SaaS(Software as a Service). The purpose of this study was to divides the SaaS with e-SERVQUAL and it consider the relationship with the perceived recognition and the usage intention. According to this, variables of traditional research were rejected because SaaS is not developed yet in Korea. But information had a strong effect on perceived recognition. Therefore, business related with in SaaS must have provided a correct information about various applications.

This paper reviewed the relationship between perceived justice and service quality, and the moderating effect of gender in the franchise system of food service business. Based on the responses from 135 franchisees, the results of multiple regression analysis showed that distributive and procedural justice have positive relationships with almost service quality factors. The results of moderating analysis showed that male franchisees have more positive relationships with almost service quality factors than female franchisee while in distributive justice, and that female franchisees have more positive relationships with almost service quality factors than male franchisee while in procedural justice.

목적 : 균형에 이상을 보이는 뇌졸중 환자를 대상으로 Dynavision 2000을 사용하여 시지각 훈련을 적용하고, Tetrax Portable Multiple System으로 기립자세에서의 균형능력을 반복 측정하여 시지각 훈련이 균형능력 향상에 미치는 효과를 알아보고자 한다.연구방법 : 뇌졸중 진단을 받은 5명의 성인을 대상으로 개별사례 실험 연구 방법 중 반전연구(reversal de-sign)로 설계되었다. 연구기간은 기초선 1은 1주간의 3회기, 중재 적용기간은 4주간의 12회기, 기초선 2는 1주간의 3회기로 총 6주간 이루어졌다. 기초선 1과 2기간 동안 시지각, 일상생활수행과 균형능력을 평가하였으며, 중재 기간에는 Dynavision 2000을 사용하여 시지각 훈련을 한 후 매 회기마다 균형능력을 측정하였다. 결과분석에는 Wilcoxon Signed-Ranks Test를 사용하였으며, 균형능력은 안정성 지수에 대한 기술통계, 회기별 변화정도는 시각적 분석으로 하였다.결과 : Dynavision 2000 중재기간 동안, 성인 뇌졸중 환자의 균형능력이 중재 전에 비해 향상되었으며, 중재 종료 후에도 균형능력이 유지되었다.결론 : Dynavision 2000을 이용한 시지각 훈련이 뇌졸중 환자의 일상생활수행과 균형능력 향상에 효과적임을 알 수 있었다. 향후연구에서는 충분한 기간 동안 대조군을 이용한 집단연구가 이루어졌으면 한다.

This study examines the impact of the perception that employees of contract foodservice management companies have of internal marketing on service quality. Questionnaires were delivered to 291 employees employed in foodservice management companies. High perception item of internal marketing was 'value of formula education program' (3.36 points), whereas 'adequate allowance disbursement' (2.62 points) and 'various vacation benefits' (2.66 points) scored low. High service quality items for customers were 'kindness to customers' (3.89 points) and 'willingness to help customers' (3.89 points), whereas 'comprehension of customers' special requests' (3.63 point) and ['meeting customer expectations'] (3.64 points) scored low. The internal marketing conceived by employees of contract foodservice management companies has a positive influence on service quality. The most influential internal marketing variable to affect service quality was 'communication' followed by 'education/environment' and 'fringe benefits/[decisive] delegation'.

The purpose of this study is to identify the determinants of store loyalty for the Internet fashion shopping malls. As determinants, this study included self-image, perceived risk, and conformity. This study hypothesized that positive self-image influences the Internet fashion shopping mall loyalty through perceived risk and conformity. Regarding the relationship between perceived risk and conformity, this study hypothesized that perceived risk positively influences conformity. Using convenience sampling method, data were gathered by surveying university students living in Seoul. Two hundred forty four questionnaires were used in the statistical analysis, and factor analysis and path analysis were conducted using structural equation modeling in analyzing data. The results showed that positive self-image significantly influenced the internet fashion shopping mall loyalty indirectly by influencing perceived risk. The results also showed that perceived risk positively influenced conformity which positively influenced the internet fashion shopping mall loyalty.

The purpose of this study was to investigate the food preference and attitude according to six emotions in female university students. Also, it was studied whether the desire to food consumption was changed by each mood. The selfreported questionnaire was used to 285 female university students. There were the significant differences in food preference according to emotions. Pizza & pasta, ice cream and cake were preferred during happiness and amusement. In sadness and anger, alcohol was the most preferred food item. There was the preference of beverage, Jjigae & Baikban, ice cream and snack during relaxation. Chocolate showed the highest preference during depression. The taste and flavor was the main preference attributes during all emotions. The self-assessed food intake during happiness, amusement, anger and relaxation was increased but it was decreased during sadness and depression (p<0.001).