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인터넷 쇼핑몰 고객의 신뢰 및 결속에 미치는 고객불만의 부정적 영향
박경도(Kyung do Park),박진용(Jin Yong Park),서지연(Ji yeon Seo) 한국유통학회 2006 流通硏究 Vol.11 No.2
고객불만에 대한 대응은 고객과의 관계를 형성하고자 하는 기업목표 달성에 매우 중요한 요소가 된다. 인터넷 상거래 상황에서, 다양한 대안 그리고 낮은 전환 비용 등의 특성 때문에 고객불만에 대한 효과적인 대처는 오프라인 시장에 비해서 그 중요성이 더욱 강조되고 있다. 본 연구에서는 인터넷 쇼핑몰의 불평처리를 경험한 고객들을 대상으로 1) 불만 (상품관련, 쇼핑몰관련)이 쇼핑몰과 고객간의 관계형성에 미치는 부정적인 영향에 대해 확인하고, 2) 불평처리의 세 가지 공정성(분배적, 절차적, 상호적) 지각이 불만과 신뢰 및 결속몰입간의 관계에 어떠한 조절효과를 갖는지 검증하였다. 상품관련 불만과 결속과의 관계를 제외하고, 대체적으로 불만은 신뢰와 결속에 부정적인 영향을 미치는 것으로 나타났다. 조절효과에서는 분배적 공정성이 확보된 경우 불만과 신뢰 및 결속의 부정적 관계가 대체적으로 완화되었으며, 절차적 공정성의 확보는 상품관련 불만이 신뢰와 결속에 미치는 부정적 관계를, 상호적 공정성의 확보는 불만과 신뢰의 부정적 관계를 완화하는 것으로 나타났다. The purpose of this study is two folds; first, to identify the negative effect of customer dissatisfaction on trust and commitment, and second to examine the moderating effect of consumers' perceived equity created by various ways in which a company deals with his/her complaints. Our proposed model is empirically tested by a survey data collected from Internet shopping mall consumers who raised complaints. The simultaneous regression model is used to test the negative effect of customer dissatisfaction. To examine the moderating effect of equity, our study employs the group analysis of LISREL. The empirical result shows that customers' dissatisfaction, unless it is concerned with merchandise related dissatisfaction, influences on trust and commitment. Also, we find that consumers' perceived equity has a moderating effect on the relationship between dissatisfaction and customer relationship variables including trust and commitment.
박경서(Park, Kyung-seo) 신영어영문학회 2016 신영어영문학 Vol.65 No.-
The purpose of this study is to examine colonial discourse in Burmese Days from the viewpoint of gender. The theme of colonialism in the novel has been quite exhaustively explored, but gender issues have been left almost untouched. Accordingly, the study aims to cast some light on relations between gender and power in the colony of Burma. The overall theme of the study is that the power of English women under the special circumstances of colonial Burma is closely connected with the British Empire. To cover the theme, above all, the study will examine the interrelationship between the defense of imperialism and English woman’s power through the relations of Flory and Elizabeth Flory and a colonized woman named Ma Hla May. The English women’s power undermines patriarchy in the colony and in the end, only play a role as an effective and intensive way of defending of English Imperialism.
조지 오웰과 가난의 문제 : 『파리와 런던의 밑바닥 생활』을 중심으로
박경서(Kyung-Seo Park) 신영어영문학회 2005 신영어영문학 Vol.32 No.-
The aim of this paper is to examine Orwell’s perception of poverty described in his first novel, Down and Out in Paris and London. The paper examines why he decided to experience extreme poverty in London and Paris, what the reality of the poverty he experienced individually in two cities was, and what the effects poverty had on the lowest people were. It comprises two distinct parts. The first part deals with Orwell's days in Paris in the late twenties. The second part treats of his continuing poverty upon his return to England. He experienced poverty, among tramps and down and out people, in and around London. Orwell realizes poverty was interwoven with the class structure. And he shows that poverty is not only an absence of material comforts, but a real degradation of one’s spirit and character.
박경서(Park, Kyung Seo),박은영(Park, Eun Young),김지혜(Kim, Ji Hye),홍상황(Hong, Sang Hwang) 숭실대학교 사회과학연구소 2019 사회과학논총 Vol.22 No.2
이 연구는 자살 고위험군 정신질환자의 임상적 특성을 PAI(Personality Assessment Inventory) 자살관념척도, 자살잠재성과 만성적 자살위험지표를 통해 알아보는데 목적이 있다. 이를 위해 PAI 표준화 과정에서 수집한 일반성인 401명, 임상장면의 정신질환자 761명의 자료를 사용하여 3가지 지표의 내적 일관성, 상관 및 정신질환 유형 별 차이를 비교하였다. 분석 결과, 정신질환집단이 일반성인 집단보다 자살 위험성이 더 높고, 우울집단 또한 일반성인 집단보다 더 높은 자살 위험성을 나타내었다. 이러한 결과는 일반성인 집단보다 정신질환자 특히, 우울집단의 자살위험성이 높다는 것을 재확인 해주며, 이러한 지표의 유용성을 지적해주는 것이라고 생각된다. 그리고 조현병, 외상 및 스트레스 관련 장애, 성격장애 등에서 나타나는 자살 고위험군의 임상적 특징을 알아본 결과, 망상, 우울, 경계선적 특징의 척도가 의미 있게 높은 것으로 나타났다. 마지막으로 이 연구결과의 시사점과 제안점에 대해 논의하였다. The purpose of this study was to investigate the clinical characteristics of high-risk suicide mental illness patients through PAI Personality Assessment Inventory) suicidal ideation scale, suicidal potential and chronic suicidal risk index. For this purpose, the data from 401 general adults and 761 mental patients in clinical scene were used to compare the internal consistency, correlation and mental disease types of the three indicators. As a result of the analysis, the mental illness group showed higher risk of suicide than the general adult group, and the depression group showed higher risk of suicide than the general adult group. These results confirm that the suicidal risk of the mentally ill, especially the depressed group, is higher than that of the general adult group, and it is thought that this indicator is useful. In addition, the clinical characteristics of high-risk suicide groups such as schizophrenia, trauma and stress-related disorders, and personality disorder were examined. As a result, the scales of delusion, depression, and borderline characteristics were significantly high. Finally, the implications and suggestions of this study were discussed.
박경서(Park, Kyung-Seo) 신영어영문학회 2014 신영어영문학 Vol.57 No.-
The purpose of this study is to compare and analyse two Crusoes and two Fridays in Defoe’s Robinson Crusoe and Coetzee’s Foe. First of all, this study counters Watt’s opinion that Robinson Crusoe reflects economical individualism, and argues that Robinson Crusoe opened the door of the history of British imperialism and colonialism in the 18th century. This study presents the reasons for the argument in the process of Crusoe’s life. Second, it shows Coetzee’s argument that Robinson’s myth in Robinson Crusoe is false, and especially, Coetzee’s Crusoe is neither a dynamic capitalist nor an imperialist in the 18th country. Last, it reveals a dominant-subordinate relationship through Defoe’s Friday and the defiance of imperial absolute power through the silence of Coetzee’s Friday. Coetzee tries to unveil the Robinson myth which justifies European imperialism and to dislocate the stereotyped figure of the Other in Robinson Crusoe through his novel, Foe.