본 연구의 목적은 예비 지구과학교사들이 지질도에서 단층을 판별하는 동안 그들이 사용하는 내용 지식과 문제해결 과정을 분석하는 것이다. 이를 위해 연구자들은 시선 추적기(Tobii Pro Glasses 2 모델)를 활용하여 예비 지구과학교사들 (N=12)이 단층 해석에 대한 문제를 해결하는 동안 그들의 시선 고정 시간, 시선 경로에 대한 자료를 수집하여 분석하였다. 그 결과는 다음과 같다. 첫째, 그들은 정단층, 역단층, 주향이동단층 등에 대한 개념은 인지하고 있지만, 대부분의 예비 지 구과학교사들은 지질도에서 단층 해석에 필요한 절차적 지식은 인지하고 있지 않다. 둘째, 예비 지구과학교사들은 지질도에 서 단층을 해석하기 위해 지질 단면도를 그리지 않았고, 3차원적 정보가 아니라 지질도에서 수집한 2차원적 정보를 바탕으 로 단층을 판별하였다. 그러므로 차후 교육 현장으로 진출하는 예비 지구과학교사들이 자연현상에 대한 이해와 더불어 그 자연현상을 이해하는데 필요한 절차적 지식을 학습할 수 있도록 교수학습환경을 개선할 필요가 있다. 그리고 본 연구의 결 과는 차후 새로운 교육과정을 구성하거나 교사 교육에 대한 자료를 개발하는데 실질적으로 도움을 줄 수 있을 것이다.

Introduction The term “coping”refers to the actions or thoughts that people use to deal with stressful encounters (Folkman, Lazarus, Gruen, & DeLongis, 1986). Coping strategies are adopted to change the stressed person-environment relationship by either confronting and/or by regulating the emotions (Lazarus & Folkman, 1987). Research focusing on coping mechanisms has been a prolific area of study, emerged from a wide range of disciplines including psychology, sociology, and anthropology. However, for marketing researchers, questions still remain about the issue of how coping strategies are manifested in everyday consumption contexts. This represents an important area of research in that consumer coping behavior can determine critical post-purchase outcomes such as re-patronage intention, repurchase intention, and word of mouth (Raghunathan & Pham, 1999). When a service failure occurs, consumers frequently experience negative emotions and make decisions under emotionally taxing conditions (Yi & Baumgartner, 2004). Numerous scholars have made attempts to understand various consumption-related emotions and subsequent conditions corresponding to them (e.g., Raghunathan & Pham, 1999; Richins, 1997; Sujan et al., 1999). However, despite the large volume of studies focusing on consumer emotions, very few studies have examined the relationships between negative emotions with consumer coping strategies (Yi & Baumgartner, 2004). With that in mind, the primary aim of this conceptual paper was to propose a model that delineates consumer coping mechanisms derived from negatives emotions in a service failure and recovery context. Conceptual Model Coping strategies are closely linked with an individual’s attempt to manage a given stressful environment (Lazarus, 1991). Lazarus and Folkman (1984) defined coping as “constantly changing cognitive and behavioral efforts to manage specific external and/or internal demands that are appraised as taxing or exceeding the resources of the person”(p. 141). Menaghan (1983, p. 159) defined coping efforts as “specific actions (covert or overt) taken in specific situations that are intended to reduce a given problem or stress.”Duhachek (2005) defined coping construct as “the set of cognitive and behavioral processes initiated by consumers in response to emotionally arousing, stress inducing interactions with the environment aimed at bringing forth more desirable emotional states and reduced levels of stress.”Thus, the key aspects of coping includes a consequence of emotion, a dynamic process, and behavior and emotional domains of consumer responses (Duhachek, 2005). Implicit in this conceptualization is the idea that links the emotions aroused from a particular circumstance, coping strategies, and subsequent behaviors. As shown in Figure 1, our conceptual model classifies a wide range of negative emotions generated by a service failure that are linked to a set of consumer coping strategies. This will in turn influence subsequent consumer post-purchase behaviors. The behaviors will be either retaliatory (vindictive WOM, brand switching, complaining) or conciliatory (positive WOM, re-patronage intention, repurchase intention) responses. Related Literature When an individual encounters a stressful event, different negative emotions are triggered according to one’s distinct appraisals of the situation (Lazarus, 1991). These appraisals, in turn, affect how the consumer responds to the situation emotionally and behaviorally. These emotions remain powerful until the emotion eliciting problems are resolved. Proposition 1. Cognitive appraisal of the service failure situation evokes negative emotions. While some studies use combined negative emotions to explain resultant consumer behavior, others suggest separate emotion inventories (Lerner & Keltner, 2001) as different emotions trigger huge variation in cognition. Consumer negative emotions that are associated with a service failure condition can be categorized into several subsets (Watson & Clark, 1992). Many studies have utilized a limited number of negative emotions to explain consumer behavior in a service failure context (Nguyen & McColl-Kennedy, 2003). Bonifield and Cole (2006) used an appraisal-tendency framework to predict the underlying mechanism of anger and regret, associated with consumers’appraisals about service failure and their effects on post-purchase behaviors. Yi and Baumgartner (2004) focused on four negative emotions of anger, disappointment, regret, and worry in a purchase context to investigate their linkages to consumer coping strategies. Further, Tronvoll (2011) identified a set of negative emotions experienced in unfavorable service experiences leading to consumer complaint such as shame, sadness, fear, anger, and frustration. Although some marketing theorists consider the emotion of frustration to be an overlap with anger, they can be distinct emotions, especially in the context of service failure, because blaming someone else is different from blaming no particular others (Roseman, 1991). Therefore, the subsequent behavior and adapting coping strategy may differ. Thus, this study distinguished frustration separated from anger. Building on the aforementioned research, this study identified five different categories of negative emotions that are frequently found in a purchase-related situation: anger, frustration, disappointment, regret, and anxiety. Anger associates with feeling of attacking someone or yelling, resulting from an individual to be blamed on of the situation (Lazarus, 1991). Frustration tends to occur when people attribute a goal incongruent event to situational factors (Roseman, 1991). Disappointment refers to the feeling occurred due to the outcome insufficient to meet the expectation (Ortony et al., 1988). Regret is evoked when alternative option seems to be better than the selected one (Zeelenberg et al., 1994). Anxiety is linked to uncontrollable circumstances that are not directly under the purview of the provider or the customer (Ruth, Brunel, & Otnes, 2002). Proposition 1-1. Consumer negative emotions associated with a service failure situation are categorized into anger, frustration, disappointment, regret, and anxiety. Appraisal theorists contend that people use different coping strategies to reduce negative emotions accordingly (Lazarus 1991). In this study, consumer coping strategies were categorized into engagement (problem-focused, emotion-focused) and disengagement categories. Coping strategies in the engagement category involves individuals actively trying to manage, control, or change both problem- and emotion-focused aspects of the stressful person and/or environment transaction (Tobin et al., 1989). Problem-focused coping occurs when an individual tries to manage the source of the stress. Emotion-focused coping refers to where the individual changes the meaning of the event or regulates the expressing emotions (Lazarus & Folkman, 1984). In the disengagement category, mental disengagement strategy involves doing other things to take one’s mind off the problem, denial (refusing to believe that something has happened), distancing (refusing to think about the problem), and escape/avoidance (wishing problem would go away or somehow be over with). On the other hand, behavioral disengagement strategy involves consumers deciding to give up further action as nothing can be done about the situation. They acknowledge that a goal cannot be reached and that further efforts are futile. As the mechanism behind each type of coping strategy differs, the negative emotions generated from varying conditions are linked accordingly. Since anger arises from appraisals of other-responsibility, angry consumers often manifest in confrontive coping, aggressive action towards the blameworthy organization (Smith & Bolton, 2002). With respect to frustration, one is more likely to foster support-seeking coping as this does not imply blame attribution to a particular person or organization (Roseman, 1991), Further, previous work has suggested that person-related disappointment tends to result in confrontive coping behaviors such as direct complaining (Zeelenberg & Pieters, 2004) and behavioral disengagement (Yi & Baumgartner, 2004). On ther other hand, complaining about it or telling others is unlikely take place for regret as this may highlight he or she mistake (Zeelenberg & Pieters, 2004). Lastly, anxiety tends to be associated with escape behaviors (Roseman, Antoniou, & Jose, 1996). Thus, anxiety consumers often are linked with emotion-focused coping such as mental disengagement. In addition, more proactive, problem-focused coping is likely to take place as stated in some other studies (Yi & Baumgatner, 2004). Proposition 2. Negative emotions have differential impacts on consumer coping strategies. Service failure literature indicates that negative emotions influence diverse retaliatory responses. Romani Grappi and Dalli (2012) contended that negative emotions of anger, discontent, dislike, embarrassment, sadness, and worry are associated with behaviors such as switching, complaining, and negative word of mouth. Maute & Dubé(1999) also indicated that customer anger is liked to exit and negative WOM. Likewise, Blodgett et al. (1999) similarly suggested that consumers are prone to spread negative word of mouth when they perceive service failure. However, even if a particular coping strategy is activated, depending on the strategy applied, the subsequent behavior can be changed. Many researchers indicated that when a service failure is not recovered, it is more likely to lead to negative WOM and complaining behavior (Anderson, 1998). Especially, WOM behavior is more emotion-driven responses (Sundaram, Mitra, and Webster, 1998). Therefore, vindictive WOM behavior is more likely to occur when the emotions are not handled properly. In addition, Kau and Loh (2006) stated that dissatisfied customers who do not directly complain to the firm about their negative experiences may not only engage in vindictive word of mouth behavior, but also switch to another brand. Sabharwal, Soch and Kaur (2010) also suggested that dissatisfied non complaints are likely to exit the service provider more easily resulting in brand switching. Bonifield and Cole (2007) identified conciliatory behaviors to include positive WOM, willingness to return to a service provider, and feeling sympathy for the service provider. Blodgett et al. (1993) suggested that when service failure is recovered, positive word of mouth will take place. Voight (2007) revealed that when certain platform is provided for customers to express their feeling regarding their purchase, customer loyalty increases. Proposition 3. Coping strategies lead to either retaliatory responses or conciliatory responses. Proposition 3-1. Disengaging coping strategies are associated with vindictive WOM, brand switching, complaining behavior more than engaging coping strategies. Proposition 3-2. Engaging coping strategies are associated with positive WOM, re-patronage intention, re-purchase intention. Additionally, our model proposes two individual characteristics as moderators: self-efficacy and self-band connection. Especially, those with high self-brand connection are assumed to counter-argue negative brand information in a service failure situation as this concept captures a strong “self”relevant emotive tie between the brand and the consumer (Escalas, 2004). We contend that these consumers would use prior brand knowledge to neglect their negative emotions and make more brand favoring attributions following service failure. Therefore, depending on the the previous connection with the brand performing the service failure, corresponding coping strategy may change. As self-efficacy relates to the belief that an adequate coping response is available, both factors should relate to the strategies consumers use to cope (Sujan et al., 1999). Proposition 4. Individual characteristics such as self-efficacy and self-brand connection moderates the relationships between negative emotions and coping strategies. Conclusions This paper integrates a broad range of literature into a conceptual framework that delineates consumer coping strategies in a service failure and recovery context. In so doing, the model establishes clear categories for classifying negative emotions consumers experience in a service failure situation into testable elements, and it is argued that although the concept of coping is not a simple one, it should be central to any examination of the service failure and recovery phenomenon. Also, the proposed model considers where marketers’recovery efforts should be directed by describing the ways in which consumers cope with a service failure. How a firm responds to its customers when a service failure occurs can say more about that firm than any other customer interaction. If handled well, it can cultivate emotionally intense relational outcomes. However, if the firm handles the situation badly, it may cause highly negative reactions with customers taking their feedback to online reviews and social media conversations in a way that can seriously damage the firm’s reputation. Future research is needed to empirically test and extend the proposed model. Further empirical research in a particular service setting would advance marketing research as well as be of great managerial significance.

이 연구에서는 동적 애니메이션 지도 제작을 위해 HTML5 Canvas와 OGC의 WMS 시간 차원 정보를 활용하였다. 동적 애니메이션 지도는 플러그인 없이 구동이 가능하기 때문에 플랫폼에 독립적인 특징을 가진다. WMS 시간 차원 정보는 사용자가 연속적인 지도 정보를 전송 받을 수 있는 기능을 제공한다. HTML5 Canvas로는 애니메이션 지도를 표출하고, 지속시간, 시점, 순서와 같은 동적 변수를 조정할 수 있는 컨트롤 구현이 가능하였다. HTML5 Canvas와 WMS는 모바일 웹 기반의 동적 애니메이션 지도 제작을 위한 기능적 요구 사항을 충분히 지원하는 것으로 평가된다.

미국의 한국전 참전용사를 위한 인터넷 사이트에 게시 중인 242매의 1:50,000 축척의 지도를 분석하였다. 미육군지도창에서 발간된 지도에 대하여 지도제작을 위한 데이터 수집방법과 제작연도 및 지명표기를 위해 사용된 언어를 중심으로 난외주기를 읽어서 정리하였다. 분석에 이용된 240개 지도가운데 91개 도엽의 지도는 1910년대와 1930년대에 발간된 일본이 제작한 지도를 그대로 복제한 것이며, 24개 지역의 지도는 일본이 제작한 지도를 기반으로 재제도한 것이다. 가장 많은 수인 125개 도엽은 일제 강점기의 지도에 제2차 세계대전과 한국전 전후로 미군이 수집한 항공촬영정보를 보완하여 편집한 지도이다. 일본식 지명은 복제된 지도와 대부분의 편집된 지도에 그대로 나타나며, 이들이 미국의 국가지리정보국에서 운영 중인 지명 데이터베이스에 수록되게 되고 현재까지도 이칭의 형태로 남아 구글 어스 지도와 같은 인터넷 매체에 발견되는 오류의 근원이 되고 있다.

지명 표기의 방식을 이용하여 온라인 지도서비스를 분류하면 크게 네 가지로 구별될 수 있다. 첫째, 가장 일반적이고 광범위한 인터넷 사이트에서 제공하는 유형으로, 단순 그림화일 형태의 지도서비스로 지명의 숫자도 매우 제한적이다. 대표적인 사례로는 미국중앙정 보국에서 제공하는 지도와 같은 유형으로 World Atlas 등도 여기에 포함되며. 이러한 지도는 많은 웹사이트에서 그대로 인용하고 있는 형편이다. 둘째, Google Earth나 MS Virtual Map과 같은 수치지도서비스는 화면상에서 확대․축소와 같은 줌인과 줌아웃 기능을 포함하며 이동이 가능한 지도들로서, 축척에 따라 표기되는 지명의 개수도 달라지는 것이 특징이다. 셋째, 일러스트레이터 파일이나 PDF 형태로 지도를 서비스하는 유형으로, 지형지물과 지명을 레이어별로 구분하여, 레이어의 선택 및 해제 시 표현되는 지형지물과 지명이 달라지는 것이 특징이다. 마지막으로, GIS 프로그램에서 사용되는 shp 확장자를 갖는 파일 형태로 제공하는 지도서비스유형으로, 본 연구에서 조사한 인터넷사이트에서는 지명은 포함되어 있지 않고, 국가 경계만 표현된 GIS 파일을 서비스하는 사이트가조사되었다

오늘날 많은 기업이 고객에게 보다 좋은 서비스를 제공하기 위해 서비스 분야에 큰 관심을 두고 있다. 제품이나 서비스에 대한 다양한 경험을 고객의 관점에서 제시한 구 매자 효용지도는 구매자 관점의 경험 사이클과 6가지 효용성 수단으로 이루어져있다. 6가지 효용성 수단을 사용한 구매자 효용지도는 제품이나 서비스의 질에 대한 객관 적인 평가를 가능하게 하여 신제품 개발 또는 제품 보완에 도움을 준다. 본 연구는 이 평가를 더욱 정확하게 할 수 있도록 6가지 효용성 수단을 서비스 품 질 차원으로 변경하여 새로운 구매자 효용지도를 만듦으로써 고객들의 인지도를 향상 시킬 수 있는 방안을 제시하였다.

The Ministry of Trade, Industry and Energy is now placing emphasis on the importance of a new and renewable energy resource map service as an essential means of promoting the dissemination and adoption of renewable energy and other related industrial activities. To raise satisfaction with the new and renewable energy resource map service and promote its utilization, a survey was conducted on a sample group with an academic research background, i.e. employees of the Korea Institute of Energy Research (KIER) who have a thorough understanding of the technological concepts behind the new and renewable energy resource map. Statistical analysis of the survey results showed a high level of overall satisfaction with the web service for the new and renewable energy resource map. Therefore, it was concluded that the development of practical contents rather than the enhancement of web service convenience is required. A statistically significant trend was also observed whereby, the longer the professional career of the survey respondents, the greater their perception and utilization of, and satisfaction with, the enhanced service, which indicates that their level of understanding and utilization of technological concepts corresponds to their research experience record. In addition, the results obtained from the questionnaires regarding the evaluation of the utilization value of the resource map service indicated that use of the service was equally high in terms of political, business and academic applications. The results confirmed the need to develop multidimensional resource map contents that can be applied to as many fields as possible, rather than focusing on a specific terrain.