The Relationship between Network Marketing Organization and the Related Industry Sustainability in Indonesia

SELAMET, Thamrin,PRABOWO, Harjanto Korea Distribution Science Association 2020 The Journal of Asian Finance, Economics and Busine Vol.7 No.12

Network marketing in Indonesia, especially in a time of crisis, is massively rising and has become a popular opportunity among other industries. Network marketing organizations, consists of partnership and trust, a community of connections and contact between individuals. This article has tried to examine the potential strategy to mitigate low trust in network marketing organizations specifically in the Indonesia market, where no studies on the subject has been done before. In doing this research assignment employed a secondary research methodology by reviewing previous academic literatures, by exploration and evaluation. For the purpose, 6 main articles and 25 relevant supporting articles were selected, there is an interesting and prominent research in an effort to repair trust in the perspective of the organization's efforts to build trust and control trust framework in strategy trust repair. The result of this analysis showed that the application of trust-building activities studies reveals how trust-building behavior is related to controls and how the efforts towards fostering subordinate cooperation are motivated by different types of controls and display of trustworthiness. It can be concluded that by implementing this trust repair model consistently and with a full commitment, it can gradually restore people's trust in the network marketing industry, sustain industry existence and exalted purpose of this industry can be achieved.

로봇의 신뢰회복 행동이 인간-로봇 상호작용에 미치는 영향

맹호영,김환이,박재은,Sowon Hahn 한국인지과학회 2022 인지과학 Vol.33 No.4

This study aimed to confirm the effect of social and relational behavior types of robots on human cognition in human-robot interaction. In the experiment, the participants evaluated trust in robots by watching a video on the robot Nao interacting with a human, in which the robot made an error and then made an effort to restore trust. The trust recovery behavior was set as three conditions: an internal attribution in which the robot acknowledges and apologizes for an error, a condition in which the robot apologizes for an error but attributes it externally, and a non-action condition in which the robot denies the error itself and does not take any action for the error. As the result, in all three cases, the error was perceived as less serious when the robot apologized than when it did not, and the ability of the robot was also highly evaluated. These results provide evidence that human attitudes towards robots can respond sensitively depending on the robot's behavior and how they overcome errors, suggesting that human perception towards robots can change. In particular, the fact that robots are more trustworthy when they acknowledge and apologize for their own errors shows that robots can promote positive human-robot interactions through human-like social and polite behavior. 본 연구는 인간 로봇 상호작용에서 로봇의 사회적이고 관계적인 행동 유형이 인간의 인식에 끼치는 영향을 확인하고자 하였다. 이를 위한 실험에서는 연구 참여자들이 로봇 나오가 인간과 상호작용 하면서 로봇이 오류를 일으키고 신뢰회복을 위한 행동을 영상으로 시청한 후 로봇에 대한 신뢰를 평가하였다. 신뢰회복 행동은 로봇이 오류를 인정하고 사과하는 내부 귀인, 오류가 있었음을 사과하지만 외부로 귀인하는 조건, 오류 자체를 부인, 오류에 대해 아무런 사후 행동을 하지 않는 비 행동 조건으로 설정하였다. 이후 로봇에 대한 인간의 평가를 3가지 측면에서 분석하였다. 첫째, 로봇의 유능함과 정직성에 기반한 신뢰, 둘째 로봇에 대한 지각된 유능함과 정직성, 그리고 로봇의 오류로 인한 신뢰 위반에 대하여 오류의 심각성을 어떻게 지각하는지 탐색하였다. 실험의 결과는 3가지 모든 경우에서 로봇이 사과하지 않을 때보다 사과할 때 오류가 덜 심각하다고 지각하였으며 로봇에 대한 능력 또한 높이 평가하였다. 이러한 연구 결과는 로봇의 행동유형과 오류 극복 방법에 따라 로봇에 대한 인간의 태도가 민감하게 반응 할 수 있다는 근거를 제공하며 로봇에 대한 인간의 지각이 변할 수 있음을 시사한다. 특히 로봇이 스스로의 오류를 인정하고 사과하는 것이 더 신뢰를 높인다는 결과는 로봇이 인간처럼 사회적이고 매너있는 행동을 통해 긍정적인 인간 로봇 상호작용을 증진시킬 수 있음을 보여준다.

국제경영 : 자동차정비 서비스품질이 고객만족, 고객신뢰 및 고객충성도에 미치는 영향; "북경현대"서비스센터를 중심으로

윤성환 ( Seong Hwan Yoon ) 국제지역학회 2012 국제지역연구 Vol.16 No.4

최근 중국 자동차시장 규모의 확대로 인하여 국내외 자동차업체들의 중국시장 진출이 급격히 늘어나고 있으며, 현지 고객확보를 위한 업체들 간의 경쟁이 매우 치열해 지고 있다. 본 연구는 중국 현지에 진출한 국내 자동차업체의 경쟁력 확보차원에서 중국에 진출한 북경현대자동차 정비서비스센터를 이용한 중국 고객들을 대상으로 지각된 서비스품질과 고객만족, 고객신뢰, 고객충성도 간의 상호관계를 분석함을 주요 목적으로 하고 있다. 실증분석 결과, 3가지 서비스품질(과정품질, 결과품질 및 서비스 환경품질) 차원은 각각 고객만족과 고객신뢰에 정(+)의 영향을 미치는 것으로 나타났다. 단, 서비스 환경품질은 고객신뢰에 유의한 영향을 미치지 못하는 것으로 나타났다. 아울러, 고객만족과 고객신뢰의 상호관계에서는 고객만족이 고객신뢰에 정(+)의 영향을 미치는 것으로 나타났으며, 두 요인은 모두 고객충성도에 정(+)의 영향을 미치는 것으로 나타났다. 본 연구에서는 이러한 연구결과를 토대로 중국에 진출한 북경현대 자동차의 서비스품질 제고와 관련한 몇 가지 전략적 시사점을 제시하고 있다. China`s recent enlarging automobile market has brought an increasing number of Korean and foreign automobile firms into China, and, as a result, the competition has become intense among those firms to attract local customers. This study deals with the relationship between service quality and customer satisfaction, customer trust and loyalty observed by Chinese customers who had used Beijing Hyundai Motors services provided by Korean automobile firms operating in China. The empirical analysis shows that three kinds of service quality(process quality, outcome quality, service environment quality) have a positive effect on customer satisfaction and trust. However, the analysis also shows that service environment quality does not play a significant role in gaining customer confidence. Furthermore, customer satisfaction positively affects customer trust in terms of the relationship between customer satisfaction and customer trust, and both of them also have a positive effect on customer loyalty. This study also provides several strategic suggestions concerning the service quality of Beijing Hyundai Motors services in China.

How should intelligent agents apologiz e to restore trust?: The interaction ef fect between anthropomorphism and apology attribution on trust repair

김태년,송하연 한국방송학회 2020 한국방송학회 학술대회 논문집 Vol.2020 No.11

기업 위기 관리 커뮤니케이션에서 신뢰 회복과 불신 강화 구성 차원에 관한 연구

김수연,박혜영 한국언론학회 2019 한국언론학보 Vol.63 No.5

Understanding public trust and distrust as distinct concepts in corporate crisis management and communication, this study attempted to find and develop constructs for restoring trust and strengthening distrust in corporate crisis communication. Following relevant literature, this study initially identified trust in the two dimensions of integrity and competence, and distrust in the two dimensions of discredibility and malevolence. In-depth interviews with six public relations practitioners and six consumers were conducted to explore their perceptions of trust and distrust on corporations. Drawing on the results of the interviews and relevant literature, constructs of trust were found to included 31 items about authenticity, trust, emotion-based trust, distribution, interaction, system, transparency, apology, and operational trust, while constructs of distrust were identified to encompass 30 items about organizational distrust, corporate distrust, repetition, slow response, concealment, distrust, and secretiveness. In April, 2019, two phases of survey were implemented to develop scale items of constructs of restoring trust and strengthening distrust in crisis communication. The study used a Korean online research company’s survey service. The first and second surveys were conducted with 339 respondents and 768 respondents respectively. Exploratory and confirmatory factor analysis were performed to develop measures of restoring trust and strengthening distrust using SPSS 22.0 and Mplus 7.0. Results of the exploratory factor analysis showed that one item of restoring trust and four items of strengthening distrust need to be deleted to ensure the validity of the constructs. After removing these items, the results of the confirmatory analysis concluded that three items of restoring trust and three items of strengthening distrust should be deleted. Finally, three constructs and a total of 27 items from these constructs were developed for restoring trust, and another three constructs and 24 items from the three constructs were established for strengthening distrust. Restoring trust included 13 items from the first construct of responsive crisis communication to prioritize the survivors and victims’ families, 11 items from the second construct of sincere communication to keep the promises, and three items from the third construct of corporate culture to reflect societal climate. Strengthening distrust included nine items from the first construct of closed communication, nine items from the second construct of illegal and unethical management, and six items from the third construct of repetitive crisis management failure. In conclusion, it can be said that the constructs of reactive crisis communication to prioritize the survivors and victims’ families for strengthening trust, and closed communication and repetitive crisis management failure for repairing distrust are about responsive crisis communication. The constructs of sincere communication to keep the promises and corporate culture to reflect societal climate of strengthening trust, and illegal and unethical management for repairing distrust are about corporate culture and reputation. Finally, the results emphasize the significance of maintaining corporate reputation to strengthen trust and repair distrust in times of crisis. 이 연구는 기업의 위기 관리 커뮤니케이션에서 공중의 신뢰와 불신 개념을 동일선상의 양극단이 아닌 차별적 개념으로 이해하며 위기 관리 커뮤니케이션에서 공중의 신뢰를 회복시키고 불신을 강화시키는 구성 차원과 그 구성차원의 척도를 개발하고자 하였다. PR회사 소속 실무자 6명과 일반 소비자 6명을 대상으로 질적 인터뷰를 진행하여 확인된 구성차원을 바탕으로 1차 339명, 2차 768명에게 설문조사를 진행하여 신뢰도와 타당도를 확보한 구성차원과 그 관련 척도를 개발했다. 분석 결과, 기업의 위기 관리 커뮤니케이션에서 신뢰 회복 차원에는 ‘피해자와 유가족을 중요하게 고려하는 위기커뮤니케이션’ 13개 문항, ‘약속을 이행하는 진정성 있는 커뮤니케이션’ 11개 문항, ‘친사회적 기업문화’ 3개 문항으로 구성된 27개 문항이 확정되었다. 불신 강화 차원에는 ‘폐쇄적 커뮤니케이션’ 9개 문항, ‘비합법적/비윤리적 경영’ 9개 문항, ‘반복적 위기관리 실패’ 6개 문항으로 구성된 24개 문항이 추출되었다.

자동차보험에 있어서 과잉수리비에 관한 정비업자와 보험회사간의 법적 쟁점에 관한 소고

박세민 한국경영법률학회 2014 經營法律 Vol.24 No.3

It is the official proclamation for reasonable car repair cost system that the competent minister made proper repair costs investigated and published for the purpose of preventing consecutive disputes between maintenance mechanics and insurance companies and protecting policyholders because standard costs on repair costs are not adjusted. The Supreme Court about this system acknowledges its objectivity. In order for the publication system to get recognized, the contents should be updated regularly. There are parts to agree with for the contents that repair enterprises criticize about the present publication system. It is because there are some aspects that disbelief of repair enterprises about the system was incurred from the government. It is a latest working-level tendency that car owners who were charged for excessive repair costs pay the costs first to repair enterprises and later they ask insurance companies to pay the money. There are lots of difficulties in that insurance companies execute the claim for restitution of unjust enrichment against repair enterprises about excessive repair costs. Also, since execution of the subrogation right of creditors or the claim for restitution of unjust enrichment about subrogation right of insurers does not meet the requirements, the execution is impossible. The highly potential for execution from a business respective is to acknowledge the deed to transfer the claim for restitution of unjust enrichment which car owners have against repair enterprises to insurance companies. To preserve rights of insurance companies, related with excessive repair costs, necessity to stipulate the transfer of obligations of car owners in laws or terms can be raised. Moreover, it is necessary to limit that repair enterprises directly ask repair costs of car owners. For the right to claim insurance money that car owners have against insurance companies, by taking over the right from car owners, it is considered that making repair enterprises charge directly repair costs to insurance companies is a realistic method.

선사와 수리조선업체의 파트너십에 관한 연구

이정필(Jung-Phil LEE),장영수(Young-Soo JANG) 한국수산해양교육학회 2013 水産海洋敎育硏究 Vol.25 No.3

This paper aims to empirically explore how the partnership between the two industries influences on the satisfaction of ship management companies. In addition, this paper intends to provide relevant information to enhance the competitiveness of ship repair companies by revealing the causalities of variations consisting of the partnership between ship management companies and ship repair companies. It revealed what characteristics are embedded in the partnership between ship management companies, and how the consisting factors of this partnership influences on satisfaction throughout prior factors. And this paper explored the variables that influence on the satisfaction of ship repair companies.

Confusion Matrix를 이용한 지능형 청소 로봇 신뢰 복구 UX 디자인 가능성 고찰

조연준(Yeonjun Cho),정의철(Eui-Chul Jung) 한국디자인학회 2022 한국디자인학회 학술발표대회 논문집 Vol.2022 No.11