Today, customers experience a multitude of online and offline touchpoints along their shopping journeys. A customer touchpoint is defined as a direct or indirect encounter with a firm along shopping process (Baxendale et al., 2015). Touchpoints can be oneway or two-way interactions between customers and firms (Verhoef, Kannan, & Inman, 2015). Instant experiences are initiated by firms, others or by customers themselves. These experiences influence customer’s overall experience with brands, and furthermore, have impact on customers' subsequent attitude and behaviour. Another important question for managers is to decide whether to aim for creating frequent encounters: focus on volume, or creating instant experiences with stronger positive-emotional response: focus on valence. Prior research investigated different touchpoints separately and mostly focused on the effect of the volume of touchpoint encounters on attitudes and behaviour. Taking a holistic perspective, we investigate the effects of volume and valence of customers’ previous experiences of firm, others and customer initiated touchpoints on satisfaction and current purchases. We employed a real-time tracking method where respondents reported their touchpoint experiences via a mobile phones, each time they encountered the focal brand in a 4- week period in supermarket, healthcare and banking categories. We employ a twostep dynamic Heckman Probit model to investigate the impact of volume and valence of touchpoints on customer behaviour, and a multivariate regression to investigate the touchpoint effects on brand satisfaction along customer journeys. Our results reveal that brand satisfaction is mostly explained by the effect of touchpoint valence and not touchpoint volume. Our behaviour model reveals that the volume, rather than valence, of previous customer initiated purchases and transactions impacts the frequency of current purchases.

This study aims to extend previous research on the structural relationships between organisational empowerment and frontline employees’ behaviors，and explores the role of the self-regulating process and its impact on service recovery performance by using fuzzy-set qualitative comparative analysis (fsQCA). Following the procedure of applying fsQCA (data calibration, truth table construction and fsQCA analysis) on the data of express mail firms in China, the results explore the combination of several causes as solutions that lead to both high and low service recovery performance. The findings show that the organisational empowerment is a sufficient antecedent for high service recovery performance, especially in case where frontline employee have full awareness and positive work involvement. Moreover, in the context of organisational empowerment, a reasonable level of emotional exhaustion represents a positive impact on performance in service recovery. This study offers more comprehensive insights for practitioners to empower frontline employees and monitor their emotions and behaviors using more appropriate approaches.

Terror management theory (TMT) highlights the impact of death related thoughts on consumers’ decisions in everyday life (Hayes, Schimel, Arndt, & Faucher, 2010) and the various coping behaviors they adopt to manage this terror-related anxiety. Individuals exposed to man-made (e.g. terrorist attacks, wars) or natural disasters (e.g. earthquakes, tsunamis) are obliged to mitigate the awareness of their eventual death or mortality salience (MS). MS plays a significant role in shaping individuals consumption behaviors, particularly in terms of materialism and ethnocentrism. This study aims to address (1) how MS-induced feelings impact consumers’ consumption criteria, preferences and behaviors, and (2) what contextual and cultural factors ought to be considered in this regard. Nineteen focus groups in total were conducted in Japan, Lebanon and the UK. Based on grounded theory approach, we found that consumers’ feelings based on their traumatic experiences exhibit some similarities and differences depending on their own historical, socioeconomic, and cultural backgrounds. Future research should include more countries and take into account a variety of cultural backgrounds. Moreover, as Japan, Lebanon and the UK represent three of the most prominent religions, Buddhism, Islam, and Christianity respectively, religiosity may be a relevant concept in defining and interpreting MS in a cross-cultural context.

The current study aimed to segment Mongolian female consumers based on luxury consumption values and to compare lifestyle, demographic characteristics, purchase behavior, and perceived brand personality among the segments. The survey was administered to consumers who had purchased luxury products in Ulaanbaatar, Mongolia. A total of 184 surveys were used for data analysis. Exploratory factor analysis revealed five luxury values: quality value, hedonic value, conspicuous value, social value, and unique value. Using the five luxury values, clustering analysis was conducted, showing that there were four distinct segments: passive shoppers, showoffs, rational value groups, and hedonists. ANOVAs and chi-square analyses revealed that these four segments differed in consumption values, demographic characteristics, lifestyle dimensions (including appearance consciousness, leisure orientation, life enjoyment, and achievement orientation), and purchase behavior (including purchase frequency, price of products purchased, and product selection criteria). Moreover, value segments showed differences in five dimensions of luxury brand personality: sincerity, professionalism/attractiveness, excitement, materialism, and sophistication. The results suggest that consumption values serve as a significant basis for segmentation. Furthermore, the current study indicates that value segments can be described as consumers’ perceived brand personality. The study concludes with a discussion of the results, theoretical and practical implications, and limitations.

Binary Ti-Al alloys below 51.0 mass%Al content exhibit a breakaway, transferring from parabolic to linear rate law. The second Al2O3 layer might have some protectiveness before breakaway. Ti-63.1 mass%Al oxidized at 1173 K under parabolic law. Breakaway oxidation is observed in every alloy, except for Ti-63.1 mass%Al. After breakaway, oxidation rates of the binary TiAl alloys below 34.5 mass%Al obey almost linear kinetics. The corrosion rate of Ti-63.1 mass%Al appears to be almost parabolic. As content greater than 63.0 mass% is found to be necessary to form a protective alumina film. Addition of Mo improves the oxidation resistance dramatically. No breakaway is observed at 1123 K, and breakaway is delayed by Mo addition at 1173 K. At 1123 K, no breakaway, but a parabolic increase in mass gain, are observed in the Mo-added TiAl alloys. The binary Ti-34.5 mass%Al exhibits a transfer from parabolic to linear kinetics. At 1173 K, the binary alloys show vary fast linear oxidation and even the Mo-added alloys exhibit breakaway oxidation. The 2.0 mass%Mo-added TiAl exhibits a slope between linear and parabolic. At values of 4.0 and 6.0 mass% added TiAl alloys, slightly larger rates are observed than those for the parabolic rate law, even after breakaway. On those alloys, the second Al2O3 layer appears to be persistently continuous. Oxidation resistance is considerably degraded by the addition of Mn. Mn appears to have the effect of breaking the continuity of the second Al2O3 layer.

Hair style allows consumers to express their aesthetic sense and individual beauty. However, due to the attributes of hairdressing services and the high expectations of consumers, complaints are increasing rapidly. This study examined the complaint behavior, compensation and hair salon patronage of consumers. Then, a model is presented that explains the complaint behavior for hairstyling, forms of compensation, and hair salon patronage through empirical analysis. This study was conducted by a survey method. A total of 399 questionnaires were used for the analysis. The data were analyzed using SPSS 23.0 and AMOS 23.0 statistical software. The dimension of complaint behavior for hair style included verbal complaints, non-verbal complaints in the salon and private complaints outside the salon. The forms of compensation included re-procedure, psychological, and material compensation. Hair salon patronage was one-dimensional. These results were obtained through exploratory and confirmatory factor analysis. Then the conceptual model was empirically analyzed by covariance structure analysis and obtained in final form through model modification. Verbal complaint behavior positively influenced re-procedure compensation. In addition, non-verbal complaint behavior had positive effects on psychological and material compensation. Hair salon patronage was positively affected by re-procedure and psychological compensation. However, private complaint behavior had a negative effect on hair salon patronage. The direct and indirect effects of the paths among variables were verified by analyzing the mediating effects of different forms of compensations. It is possible to establish differentiated marketing strategies with these findings for consumers with complaint behaviors by considering the forms of compensation.

본 연구는 혁신직무행동에 대한 주도적 성격의 영향과 이 과정에서 지각된 조직 내 권력거리의 조절효과를 검증하였다. 특히 조직 내 권력거리가 혁신직무행동의 발현과 실행과정에서 다른 정도로 조절효과를 보일 것이라는 가설을 제기하였다. 다양한 조직에서 근무하는 439명을 대상으로 수집한 자료를 바탕으로 제안된 가설을 검증하였다. 그 결과 주도적 성격은 혁신직무행동의 발현과 실행에 모두 정적으로 관련이 있었다. 또한 조직 내 권력거리에 의한 조절효과는 혁신직무행동의 발현에서는 나타나지 않지만 실행에 대해서는 명확하게 나타났다. 이 결과는 주도적 성격이 혁신적 행동을 예측한다는 기존연구를 경험적으로 지지할 뿐 아니라 혁신직무행동의 발현보다 혁신적 사고를 촉진시켜야 하는 대인적 상호작용, 조직의 지원 등의 요인이 작용하는 실행 단계에서 더 중요하게 작용한다는 점을 시사한다. 이론적인 관점에서 본 연구의 결과는 기질활성화이론(Trait Activation Theory)을 지지하며 개인의 특성이 대상행동에 영향을 주는데 있어서 환경요인에 의한 촉진이 중요하다는 점을 확인하였다.

선박 축계는 프로펠러 하중의 영향으로 선미관 후부베어링의 국부하중 증가가 현저히 나타나 축계 선미관 베어링 손상의 위험이 증대된다. 이를 방지하기 위해 수행된 추진축계 정렬연구는 주로 준정적 상태(quasi-static condition)에서 축과 지지베어링간의 상대적 경 사각을 감소시키는데 중점을 두어 진행되어 왔다. 그러나 보다 상세한 평가를 위해서는 동적상태를 추가로 고려하는 것이 필요하다. 4,70 0 DWT 선박을 대상으로 NCR로 운전중 급속으로 우현 전타할 때 추진축계가 받는 영향에 대해 연구하였다. 연구결과 선미 유동장 변화 에 의해 프로펠러 편심추력이 과도 상태가 되어 프로펠러에 불평형 진동이 유발되는 것을 확인하였다. 우현 전타시의 프로펠러 편심추력은 NCR 조건대비 축을 선미관 베어링으로부터 들어 올리는 힘으로 작용하여 선미관 베어링 하중완화에 기여하고 있음을 확인하였다.

본 연구의 목적은 체육프로그램 참여노인의 사회적지원이 건강증진행위 및 라이프스타일에 미치는 영향을 규명하는 것이었다. 총 305부의 설문지를 배포 후 회수하였고 회수된 설문지의 응답내용이 부실하거나 일부 누락된 자료 21부를 제외하고 최종 284부를 SPSS 18.0 Ver. 통계프로그램을 이용하여 기술통계분석, 탐색적 요인분석, 신뢰도 분석, 상관관계분석, 중다회귀분석을 실시하였다. 이와 같은 방법 및 절차를 통해 얻어진 결론은 다음과 같다. 첫째, 사회적 지원은 건강증진행위에 유의한 영향을 미치는 것으로 나타났다. 둘째, 사회적 지원은 라이프스타일에 유의한 영향을 미치는 것으로 나타났다. 셋째, 건강증진행위는 라이프스타일에 유의한 영향을 미치는 것으로 나타났다.

Crystal structure of the L12 type (Al,X)3Ti alloy (X = Cr,Cu) is analyzed by X-ray diffractometry and the nonuniform strain behavior at high temperature is investigated. The lattice constants for the L12 type (Al,X)3Ti alloys decrease in the order of the atomic number of the substituted atom X, and the hardness tends to increase. In a compressive test at around 473K for Al67.5Ti25Cr7.5, Al65Ti25Cr10 and Al62.5Ti25Cu12.5 alloys, it is found that the stress-strain curves showed serration, and deformation rate dependence appeared. It is assumed that the generation of serration is due to dynamic strain aging caused by the diffusion of solute atoms. As a result, activation energy of 60-95 kJ/mol is obtained. This process does not require direct involvement. In order to investigate the generation of serrations in detail, compression tests are carried out under various conditions. As a result, in the strain rate range of this experiment, serration is found to occur after 470K at a certain critical strain. The critical strain increases as the strain rate increases at constant temperature, and the critical strain tends to decrease as temperature rises under constant strain rate. This tendency is common to all alloys produced. In the case of this alloy system, the serration at around 473K corresponds to the case in which the dislocation velocity is faster than the diffusion rate of interstitial solute atoms at low temperature.

In this study, we investigate the deformation behavior of Hf44.5Cu27Ni13.5Nb5Al10 metallic glass powder under repeated compressive strain during mechanical milling. High-density (11.0 g/cc) Hf-based metallic glass powders are prepared using a gas atomization process. The relationship between the mechanical alloying time and microstructural change under phase transformation is evaluated for crystallization of the amorphous phase. Planetary mechanical milling is performed for 0, 40, or 90 h at 100 rpm. The amorphous structure of the Hf-based metallic glass powders during mechanical milling is analyzed using differential scanning calorimetry (DSC) and X-ray diffraction (XRD). Microstructural analysis of the Hf-based metallic glass powder deformed using mechanical milling reveals a layered structure with vein patterns at the fracture surface, which is observed in the fracture of bulk metallic glasses. We also study the crystallization behavior and the phase and microstructure transformations under isothermal heat treatment of the Hf-based metallic glass.

The purpose of this study was to evaluate the nutritional knowledge and dietary behaviors of middle school students according to their mother’s employment status. Of all 453 subjects, 52.1% were boys, and 67.5% of the mothers were employed. The total score of nutritional knowledge was 8.0 out of 10 for students with a non-working mom and 7.7 for those with a working mom, showing no significant difference. Among the 20 nutritional knowledge questions, correct answer rates for “lots of fruits may be eaten because of not gaining weight” (72.6% vs. 81.6%, p<0.05) and “eating raw carrots is better than eating fried ones with oil” (34.6% vs. 44.9%, p<0.05) were significantly higher in students with a working mom. The regularity of meals showed a significant difference according to the mother’s employment, indicating that responses of “very regular” (62.4% vs. 72.1%) were high among students with a non-working mom and responses of “skipping breakfast” (31.4% vs. 19.7%) were higher in students with a working mom (p<0.05). The number of snacks a day was also significantly different according to the mother’s employment, showing that 12.8% of the students with a working mom and only 3.4% of them with a non-working mom did not eat snacks at all (p<0.05). These results reveal no significant difference in middle school students’ nutritional knowledge according to their mother’s employment status; however, the students whose mother had a job were more likely to have more undesirable dietary behaviors such as irregular meals and snacking.

During the breeding season, some Eurasian Oystercatchers (Haematopus ostralegus osculans) in Yubu Island foraged in the open mudflat area nearby the breeding ground, instead of the tide water line area, main feeding site throughout the year. We found significant differences in foraging behavior and prey species diversity between the two different feeding site types. Even though the birds took more steps for most probably searching preys, their feeding success was much lower in the open mudflat area than the tide water line area. The multiple peck and boring methods were more frequently adopted to catch polychaetes on the open mudflat area, whereas the single peck method was dominant and gastropods and bivalves were main preys in the tide water line area. This study suggests that the bird shows flexible foraging strategy of shifting feeding site, foraging behavior and preys for better reproductive success.

본 연구는 항공기 객실승무원이 지각한 고객 불량행동, 정서적 고갈, 비인간화, 서비스 사보타주와 관련된 문헌연구를 바탕으로 고객 불량행동이 정서적 고갈, 비인간화, 서비스 사보타주에 미치는 영향을 구명하고자 하였다. 이를 위한 실증분석을 위해 항공기 객실승무원을 대상으로 설문지를 배포하여 자료를 수집하였으며, 구조방정식 모형을 활용해 가설을 검증하였다. 따라서 본 연구에서는 항공기 객실승무원이 지각한 고객 불량행동, 정서적 고갈, 비인간화, 서비스 사보타주와 관련된 기존연구를 토대로 이들 변수간의 관계를 밝힘으로서, 항공기 객실승무원의 직무수행 능력과 조직유효성을 높이기 위한 관리방향을 고찰하고 항공사의 경쟁력 확보를 위한 경영전략을 제안하는데 그 주된 목적을 두고 있다. 실증분석 결과, 제시된 9개의 가설 중 8개가 유의한 것으로 검증되었으나, 몇 가지 한계점을 드러내고 있어 향후 다른 업종에 동일하게 적용할 수 있도록 연구범위를 확대하고, 항공기 객실승무원의 근무여건과 환경 등 여러 가지 상황을 고려한 다양한 변수들에 대한 연구도 같이 이루어져야 할 것으로 판단된다. 또한 엄격한 척도순화과정에도 불구하고 몇몇의 척도는 제거되어 지는 등 신뢰성 측면에서 다소 만족스럽지 않는 것으로 나타났다. 향후 연구에서는 이를 보완하기 위하여 척도의 신뢰성과 타당성을 증대시켜야 할 것으로 사료된다.

FRP is a new material that has light, high strength and high durability characteristics and is emerging as a third construction material in and out of countries. However, very few studies have been done on curved FRP construction materials that can be used for tunnels or arched bridges. In particular, many joints are required for the application of curved panels to the open cut tunnel. Experimental data on the performance of the joint is required due to insufficient design criteria. The purpose of this study is to analyze the structural performance of real size, composite materials curved panels. To achieve this goal, curved panels were constructed and bending performance was tested. A numerical analysis was also performed and compared with the results of the test. The results of the test showed that the average load was 757.6 kN and the average displacement of bottom was measured at 53.12 mm. Compression stress on the upper flange and tensile stress on the lower flange were within acceptable limits of 50% of the allowable stress.