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      • SERVICE RECOVER TIMING AND COMPENSATION STRATEGIES UNDER DIFFERENT INTENSITIES OF NEGATIVE EMOTIONS

        Xiaofei Tang,En-Chung Chang,Xing Huang,Meng Zhang,Beixi Wen 글로벌지식마케팅경영학회 2018 Global Marketing Conference Vol.2018 No.07

        The current study develops a pair model considering the intensity of negative emotions and strategic combinations of recovery means and timing under hotel service failure scenarios. The purpose of this paper is to evaluate the performances of these different combinations through customer satisfaction, repurchase intention, and fitting curves between the two under Chinese hotel service scenarios. Previous studies have found that service failures cause economic losses as well as negative emotional responses from customers (Gr?nroos, 1984; McColl Kennedy and Sparks, 2003). However, customers might display higher satisfaction and purchase intentions when proper service recovery actions are taken instead of when no service failures occur (Smith et al., 1999; McCollough et al., 2000). Concerning the means of service recovery during a service failure, customers in a negative emotional state require specific recovery solutions from the service provider; concerning the timing of service recovery, immediate recovery appears to be an effective way to address customer complaints (Kelley et al., 1993). While, previous research has partially shown that for extremely angry customers, the performance of “as soon as possible” recovery is unsatisfying and may even cause the service recovery to fail (Mattila and Ro, 2008). A 2 (recovery timing: immediate/delayed) × 2 (recovery means: psychological/economic) × 3 (type of service failure: failure in a delivery system/failure in responding to customer needs/improper employee behavior) between-subject experimental design was employed with 456 part-time MBA students in China to examine the relationship between customer satisfaction and repurchase intention under different levels of negative emotion after experienced a service failure. The results suggest that immediate and economic recovery effectively raises the service recovery evaluations from customers with low-intensity negative emotions, whereas delayed and psychological recovery helps customers with high-intensity negative emotions to give higher evaluations. This study sheds light on the role that negative emotions play in the process of service recovery and provides implications for service industry managers, that is the decisions to use economic recovery or psychological recovery are necessitate consider the intensity characteristic of negative emotions, for customers in low-intensity negative emotional states, the immediate and economic recovery strategy is effective, whereas for customers in high-intensity negative emotional states, the delayed and psychological recovery strategy may lead to better outcomes. According to these findings, it is important for managers to train front-line staff to adopt proper recovery strategies to manage service failure when facing consumers with different intensity of negative emotion.

      • SCIESCOPUSKCI등재

        Monitoring of genetically close Tsaiya duck populations using novel microsatellite markers with high polymorphism

        Lai, Fang-Yu,Chang, Yi-Ying,Chen, Yi-Chen,Lin, En-Chung,Liu, Hsiu-Chou,Huang, Jeng-Fang,Ding, Shih-Torng,Wang, Pei-Hwa Asian Australasian Association of Animal Productio 2020 Animal Bioscience Vol.33 No.6

        Objective: A set of microsatellite markers with high polymorphism from Tsaiya duck were used for the genetic monitoring and genetic structure analysis of Brown and White Tsaiya duck populations in Taiwan. Methods: The synthetic short tandem repeated probes were used to isolate new microsatellite markers from the genomic DNA of Tsaiya ducks. Eight populations, a total of 566 samples, sourced from Ilan Branch, Livestock Research Institute were genotyped through novel and known markers. The population genetic variables were calculated using optional programs in order to describe and monitor the genetic variability and the genetic structures of these Tsaiya duck populations. Results: In total 24 primer pairs, including 17 novel microsatellite loci from this study and seven previously known loci, were constructed for the detection of genetic variations in duck populations. The average values for the allele number, the effective number of alleles, the observed heterozygosity, the expected heterozygosity, and the polymorphism information content were 11.29, 5.370, 0.591, 0.746, and 0.708, respectively. The results of analysis of molecular variance and principal component analysis indicated a contracting Brown Tsaiya duck cluster and a spreading White Tsaiya duck cluster. The Brown Tsaiya ducks and the White Tsaiya ducks with Pekin ducks were just split to six clusters and three clusters when K was set equal to 6 and 3 in the Bayesian cluster analysis. The individual phylogenetic tree revealed eight taxa, and each individual was assigned to its own population. Conclusion: According to our study, the 24 novel microsatellite markers exhibited a high capacity to analyze relationships of inter- and intra-population in those populations with a relatively limited degree of genetic diversity. We suggest that duck farms in Taiwan could use the new (novel) microsatellite set to monitor the genetic characteristics and structures of their Tsaiya duck populations at various intervals in order to ensure quality breeding and conservation strategies.

      • SCOPUSKCI등재

        산소 치료를 받은 극소저출생 체중아에서 폐 실질변화에 관한 고해상컴퓨터 단층촬영술 소견에 관한 연구

        진용만,정찬욱,장영표,이영석,이인선,Jin, Young Man,Chung, David Chanwook,Chang, Young Pyo,Lee, Yung Suk,Lee, En Sun 대한소아청소년과학회 2007 Clinical and Experimental Pediatrics (CEP) Vol.50 No.3

        목 적 : 산소치료를 받았던 극소저출생 체중아에서 교정 주령 38에서 42주에 폐 HRCT를 시행하여 폐 실질 내의 변화를 관찰하고 기관지폐이형성증의 임상적 중증도와 비교 하고자 하였다. 방 법 : 산소 치료 받은 재태연령 32주미만, 출생체중 1,500 g미만의 극소저출생 체중아 44명을 대상으로 출생 후 교정주령 38-42주에 폐 HRCT를 시행하였다. 흔히 관찰되는 폐 HRCT 소견들을 기술하고 그들의 빈도를 구했다. 폐 HRCT 소견에서 폐 손상 정도를 정량적으로 표시한 공기폐색 점수, 무기폐 점수, 총 CT 점수와 기관지-폐동맥 직경 비를 기관지 폐이형성증 환아군과 기관지폐이형성증이 없는 환아군 사이에 비교하고, Jobe-Bancalari 진단 기준에 의한 기관지폐이형성증의 임상적 중증도와 비교하였다. 결 과 : 1) 폐 HRCT 소견은 공기 폐색(56.8%), 무기폐(70.5 %), 선상 음영 증가(77.3%), 기관지-폐혈관 다발의 변형(65.9%) 등이 흔히 관찰되었다. 이들 소견들은 기관지폐이형성증이 있는 환아 군에서 기관지폐이형성증이 없는 환아 군에 비해 통계적으로 의미 있게 혼재되어 자주 관찰되었으나(P<0.05), 기관지폐이형성증이 없는 환아 군 일부에서도 관찰되었다. 공기폐색 점수, 무기폐 점수, 총 CT 점수는 기관지폐이형성증이 있는 환아 군에서 기관지폐이형성증이 없는 환아 군에 비해 통계적으로 의미 있게 높았고(P<0.05), 기관지-폐동맥 직경 비는 통계적으로 의미 있게 낮았다(P<0.05). 총 CT 점수(r=0.799, P<0.0001)와 기관지-폐동맥 직경 비(r=0.576, P<0.0001)는 임상적 기관지폐이형성증의 중증도와 통계적으로 의미 있는 직선의 상관관계를 보였다. 결 론 : 산소치료를 받았던 극소저출생 체중아를 대상으로 신생아기에 촬영한 폐 HRCT 소견은 폐 실질 내의 변화를 잘 반영하고, 기관지폐이형성증의 임상적 중증도와 의미 있는 상관관계를 보였다. Purpose : The objective of this study is to observe high-resolution computed tomography (HRCT) findings of lung parenchyme in very low birth weight (VLBW) infants between the corrected age of 38-42 weeks who were treated with oxygen after birth, and to compare them to the clinical severity of bronchopulmonary dysplasia (BPD). Methods : The lungs of fourty-four VLBW infants with gestational ages of less than 32 weeks and birth weights of less than 1,500 g who were treated with oxygen after birth were examined using HRCT taken when the corrected age was between 38-42 weeks. Common findings among the infants and the frequency of their occurrences were noted. Total CT scores obtained by the summation of air trapping and actelectasis scores and the ratio of bronchus-to-pulmonary artery diameter were used to quantitatively evaluate HRCT findings and correlate them with the clinical severity of BPD as defined by Jobe-Bancalari diagnostic criteria. Results : 1) The most common findings in HRCT images of the lungs were air trapping (56%), atelectasis (70.5%), linear opacity (77%), and distortion of the bronchopulmonary bundle (65.9%). These findings were more commonly observed in infants with BPD in a mixed pattern than those without (P<0.05). However, abnormal findings were also found in HRCT images of some infants without BPD. In infants with BPD, air trapping, atelectasis and total CT scores were higher than those without BPD. Also infants with BPD had a lower bronchus-to-pulmonary artery diameter than those without BPD (P<0.05). 2) The total CT scores (r=0.799, P<0.0001) and the ratio of bronchus-to-pulmonary artery diameter (r=0.576, P<0.0001) showed a linear correlation with the clinical severity of BPD. Conclusion : HRCT findings in VLBW infants between the corrected age of 38-42 weeks who had been treated with oxygen after birth are useful in revealing pathologic changes in the lung parenchyme and show a good correlation with the clinical severity of BPD.

      • KCI등재

        Survey of genetic structure of geese using novel microsatellite markers

        Fang-Yu Lai,Po-An Tu,Shih-Torng Ding,Min-Jung Lin,Shen-Chang Chang,En-Chung Lin,Ling-Ling Lo,Pei-Hwa Wang 아세아·태평양축산학회 2018 Animal Bioscience Vol.31 No.2

        Objective: The aim of this study was to create a set of microsatellite markers with high polymorphism for the genetic monitoring and genetic structure analysis of local goose populations. Methods: Novel microsatellite markers were isolated from the genomic DNA of white Roman geese using short tandem repeated probes. The DNA segments, including short tandem repeats, were tested for their variability among four populations of geese from the Changhua Animal Propagation Station (CAPS). The selected microsatellite markers could then be used to monitor genetic variability and study the genetic structures of geese from local geese farms. Results: 14 novel microsatellite loci were isolated. In addition to seven known loci, two multiplex sets were constructed for the detection of genetic variations in geese populations. The average of allele number, the effective number of alleles, the observed heterozygosity, the expected heterozygosity, and the polymorphism information content were 11.09, 5.145, 0.499, 0.745, and 0.705, respectively. The results of analysis of molecular variance and principal component analysis indicated a contracting white Roman cluster and a spreading Chinese cluster. In white Roman populations, the CAPS populations were depleted to roughly two clusters when K was set equal to 6 in the Bayesian cluster analysis. The founders of private farm populations had a similar genetic structure. Among the Chinese geese populations, the CAPS populations and private populations represented different clads of the phylogenetic tree and individuals from the private populations had uneven genetic characteristics according to various analyses. Conclusion: Based on this study’s analyses, we suggest that the CAPS should institute a proper breeding strategy for white Roman geese to avoid further clustering. In addition, for preservation and stable quality, the Chinese geese in the CAPS and the aforementioned proper breeding scheme should be introduced to geese breeders.

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