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- 저자 : 김정희 ( Jung He Kim ) (검색결과 4 건)
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Yang Yu(우양),Jung-He Kim(김정희) 제주대학교 관광과경영경제연구소 2019 産經論集 Vol.39 No.3
Purpose - This paper proposes and tests a process of consumers to service failures that incorporates negative emotions and sympathy as the means to understand consumers behavioral responses(demands for reparations and retaliatory behaviors). First, This paper will learn about the consumers negative emotions that occur depending on service failure. Second, Consumers who are on the negative situation are not only focus on the negative emotions they are also focus on the moral emotions. So this paper will learn about the compassion that occur depending on service failure. Third, When consumers in a negative situation they will not just care about the negative reaction, but also exist permissive and tolerant. This paper assists to identify the real reason about the different responses of customers when they are in failures situations. In addition, this paper will provide in-depth insight on customer response in service failure . Fourth, This paper will determine the emotions occur depending on service failure if they will leads to any action’s reaction. Research design, data, and methodology – To achieve this goal, research hypotheses and models were developed from the theoretical background and verified by questionnaires. This researcher developed a scenario and a questionnaire to meet the service failure situation, and responded to the questionnaire after reading the scenarios to consumers in Jeju area using the restaurant service. A total of 312 data were used for empirical analysis. Results - First, consumers who experienced service failure not only feel negative emotions to employees, but also feel sympathy to employees. Second, negative emotions and sympathy have different effect on consumers behavioral responses. Consumers who feel negative emotions as a result of service failure are likely to negative word of mouth and switching action, while consumers who feel sympathy as a result of service failure are likely to weaken negative word of mouth and switching action. Third, the results show that the compensation type has no significant moderating effects on consumers behavioral responses. Conclusions - If a service failure occurs at the service site, the service marketing manager must manage not only the off-line but also an online customer who is dissatisfied with the purpose of retaliation for the failure of the service.
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이경진 ( Kyung Jin Lee ),김정희 ( Jung He Kim ) 한국패션디자인학회 2005 한국패션디자인학회지 Vol.5 No.1
In the mcxiern ages, new appearance various media was weakening the influence of paper-based media. However, the strength of paper-feeling in the field of formative arts was newly understocxi and then is becoming the instrument of expression methcxi for formative art areas. This study is focusing on the unique silhouette and formation through sU``engthening the practicality and aesthetical functions of paper with a paper-formation methcxi, and then is applying these to costume design so that it is possible to create more than high value-added costume design-formation showing something unique. First, the paper-formation method has a potential of allowing diversity due to unshaped format. Second, due to original property of paper, the bonding can enhance the coupling prope.rty between papers in order to double the practicality, possibility of wearing and duration. Third, the various paper-formation methcxi can express from 2D to 3D freely thank to its new and unique silhouette related with human structure. it can be applied to dress design and realize the creative formation and material feeling. Lastly, the effort of application to dothes with the property of paper will look out the possibility of new valuable material for the costume design. in conclusion, I hope that the pursuit of unique formation of costume design through paper-formation method will be a key role enlarging its scale or area toward new valuable area of formation arts. Furthermore, more than uniqueness and practicality will be expended by the additional and complex study combining various paper-formation methods with new materials. That is my earnest desire.
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