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Article
Publication date: 23 March 2022

Hansol Hwang, Won-Moo Hur, Yuhyung Shin and Youngjin Kim

Due to volatile changes and crises in the business environment, frontline service employees (FSEs) are faced with increasing work stressors in the new service marketplace. Of…

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Abstract

Purpose

Due to volatile changes and crises in the business environment, frontline service employees (FSEs) are faced with increasing work stressors in the new service marketplace. Of these, customer incivility has been found to negatively affect their work outcomes. This study aims to examine the moderating effect of experiencing an imminent environmental crisis (i.e. the COVID-19 pandemic) on the relationship between customer incivility, work engagement and job crafting, using pre- and postpandemic samples.

Design/methodology/approach

The authors administered two-wave surveys to 276 FSEs (prepandemic sample) in July and October 2019 and to 301 FSEs (postpandemic sample) in March and April 2020.

Findings

Moderation analyses showed that the relationship between customer incivility, work engagement and job crafting varied between FSEs who experienced the pandemic and those who did not; the relationship was stronger for the postpandemic than the prepandemic sample. There was a positive relationship between work engagement and job crafting; it was weaker for the postpandemic sample.

Research limitations/implications

The deleterious effect of customer incivility exacerbated after the onset of the COVID-19 pandemic; however, the authors did not explore why the pandemic aggravated the negative effect. The mechanism underlying the moderating effect of the pandemic and the effect of more diverse types of incivility should be explored in future research.

Practical implications

It is critical to provide FSEs with instrumental and emotional support to cope with the crisis brought on by the pandemic. Service organizations must monitor customers’ uncivil behaviors to identify their causes and develop interventions to improve service quality. Furthermore, service organizations are advised to enhance the coping capabilities of FSEs by using diverse interventions, such as emotion regulation training, debriefing sessions, short breaks and job crafting.

Originality/value

To the best of the authors’ knowledge, this study is the first to reveal the moderating effect of the pandemic on the relationships between customer incivility, work engagement and job crafting, using pre- and postpandemic samples. This study offers necessary insights to improve FSEs’ engagement at work and enhance their job crafting in the new service marketplace.

Details

Journal of Services Marketing, vol. 36 no. 4
Type: Research Article
ISSN: 0887-6045

Keywords

Available. Open Access. Open Access
Article
Publication date: 31 August 2014

Seong-Gyu Jeon and Yong Jin Kim

The weapon system of The Navy is the small quantity producing system on multiple kinds. It is consisted of various equipment and the subordinate parts of those which can repair…

298

Abstract

The weapon system of The Navy is the small quantity producing system on multiple kinds. It is consisted of various equipment and the subordinate parts of those which can repair the damaged part. The operating procedure concerning warship's repair parts managed under these systems is as follows. Firstly, if demand of repair parts occurs from warship which is the operating unit of weapon, then the Fleet(the repair & supply support battalion) is in charge of dealing with these requests. If certain request from warship is beyond the battalion's capability, it is delivered directly to the Logistic Command. In short, the repair and supply support system of repair parts can be described as the multi-level support system. The various theoretical researches on inventory management of Navy's repair parts and simulation study that reflects reality in detail have been carried out simultaneously. However, the majority of existing research has been conducted on aircraft and tank's repairable items, in that, the studies is woefully deficient in the area concerning Navy's inventory management. For that reason, this paper firstly constructs the model of consumable items that is frequently damaged reflecting characteristics of navy's repair parts inventory management using ARENA simulation. After that, this paper is trying to propose methodology to analyze optimal inventory level of each supply unit through OptQuest, the optimization program of ARENA simulation.

Details

Journal of International Logistics and Trade, vol. 12 no. 2
Type: Research Article
ISSN: 1738-2122

Keywords

Available. Open Access. Open Access
Article
Publication date: 30 April 2012

Afzal Mohammad Khaled and Yong Jin Kim

Logistical facility location decisions can make a crucial difference in the success or failure of a company. Geographical Information Systems (GIS) have recently become a very…

459

Abstract

Logistical facility location decisions can make a crucial difference in the success or failure of a company. Geographical Information Systems (GIS) have recently become a very popular decision support system to help deal with facility location problems. However, until recently, GIS methodologies have not been fully embraced as a way to deal with new facility location problems in business logistics. This research makes a framework for categorizing empirical facility location problems based on the intensity of the involvement of GIS methodologies in decision making. This framework was built by analyzing facility location models and GIS methodologies. The research results revealed the depth of the embracement of GIS methodologies in logistics for determining new facility location decisions. In the new facility location decisions, spatial data inputs are almost always coupled with the visualization of the problems and solutions. However, the usage of GIS capability solely (i.e. suitability analysis) for problem solving has not been embraced at the same level. In most cases, the suitability analysis is used together with special optimization models for choosing among the multiple alternatives.

Details

Journal of International Logistics and Trade, vol. 10 no. 1
Type: Research Article
ISSN: 1738-2122

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Publication date: 11 May 2010

Jeehun Kim

Korean educational migrant (kirogi) families have received widespread popular attention due to their ironic form of family that sacrifices the togetherness of a family. Recent…

Abstract

Korean educational migrant (kirogi) families have received widespread popular attention due to their ironic form of family that sacrifices the togetherness of a family. Recent trends suggest that this practice is spreading to the less affluent classes and that many such families are heading to ‘new’ destinations, including Singapore. This study examines the transnational schooling and life experiences of Korean transnational educational families in Singapore. It addresses the questions, why did these families choose Singapore? Why did transnational schooling, which parents almost unanimously said that they had organised for the betterment of their children's future, lead to some families getting stuck in the destination country?

Fieldwork in Singapore and Korea was conducted between April 2006 and September 2007. In-depth interviews with both mothers and fathers who have at least one child attending public, private or international schools in Singapore, at the primary or secondary level, were conducted with 18 families. The analysis was conducted using a grounded theory approach and NVivo 7/8.

Although the Korean state's emphasis on international competitiveness and parental aspirations for their children's future upward social mobility were common motivators, Koreans in Singapore were also attracted by the relatively low cost, English–Chinese bilingualism and other ‘family-friendly’ features in Singapore. However, kirogi children had highly contrasting schooling experiences and they met with mixed success in gaining what they expected. Furthermore, many children in public schools faced demotion and other difficulties in their new school environments. Some less affluent families found themselves facing dilemmas of cross-border schooling. This study shows that transnational schooling does not necessarily operate equally favourably for participants from diverse class backgrounds. It also demonstrates that the societal contexts of reception in both the countries of origin and of destination, including the buffering institutions and reference groups and peer culture, are important factors shaping the schooling and life experiences of educational migrant children and in reconfiguring their trajectories.

Details

Globalization, Changing Demographics, and Educational Challenges in East Asia
Type: Book
ISBN: 978-1-84950-977-0

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Article
Publication date: 7 August 2017

Woo-Young Lee, Youngjin Hur, Dae Yeon Kim and Christopher Brigham

The purpose of this paper is to examine the effects of congruity and endorsement on consumer attitudes toward sports website advertisements (Aad), the advertising brand (Abr), and…

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Abstract

Purpose

The purpose of this paper is to examine the effects of congruity and endorsement on consumer attitudes toward sports website advertisements (Aad), the advertising brand (Abr), and consumers’ future intentions (FI).

Design/methodology/approach

The current study followed a 2×3 between-subjects experimental design. Sports celebrity (or the presence or absence of a sports celebrity in a banner ad) and the level of congruity between the website and banner ad (high congruity – soccer, medium congruity – snowboard, and low congruity – computer) were the primary independent variables. Data were collected in two stages. An initial pilot study (n=40) established the reliability and validity of the scaled measures guiding this test. The second phase of data collection, the main study, was conducted over a five-day period. A random assignment of treatment conditions (i.e. exposure to one of six banner ad manipulations) was followed by a series of short surveys designed to measure the dependent variables of subjects’ cognitive ad responses (i.e. Aad, Abr, and FI).

Findings

The results indicated that participants who viewed the ad with the endorsement showed a more positive Aad than those who viewed the ad without it. The participants with a high congruity condition reported a more positive Abr and higher FI than those with low or medium congruity.

Originality/value

This study extends the application of congruity theory to banner advertisements, thereby aiding our understanding of consumers’ perceptions of advertising.

Details

International Journal of Sports Marketing and Sponsorship, vol. 18 no. 3
Type: Research Article
ISSN: 1464-6668

Keywords

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Article
Publication date: 3 July 2020

Jinyoung Min, Youngjin Yoo, Hyeyoung Hah and Heeseok Lee

Rather than viewing social network technology (SNT) as a mere tool to access a networked audience, we emphasize its role as both a means and a social actor to help verify people’s…

750

Abstract

Purpose

Rather than viewing social network technology (SNT) as a mere tool to access a networked audience, we emphasize its role as both a means and a social actor to help verify people’s self-images in an online social context.

Design/methodology/approach

Drawing upon self-verification theory, this study investigates a mechanism of how users are willing to use SNTs continuously through the cognitive and affective reactions on two different SNTs. Structural equation modeling was used via data collected from 320 Facebook and 313 Twitter users.

Findings

Our results demonstrated that Facebook users regard it only as a useful tool for presenting self-images, while Twitter users are likely to feel an emotional attachment to technology as a social actor when ideal self-verification is gained, and that different types of SNTs create differential contexts for self-verification.

Research limitations/implications

This study suggests a new lens to understand SNT’s role as a social actor in the self-verification process, further identifying the SNT context in which SNT takes different roles.

Practical implications

In a certain SNT usage context, users are attached to SNTs, suggesting SNT providers consider features that enable SNT users to fulfill their own self-verification motives.

Originality/value

This study explores the roles of SNTs from a self-verification perspective. Our conceptualization of technology as a self-verifying social actor can further extend existing discussions on the role of SNT in response to self-verifying needs, while also promoting the continued use of SNTs in the future.

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Article
Publication date: 1 April 2011

Youngjin Hur, Yong Jae Ko and Cathryn L Claussen

The purpose of this study is to develop a Sport Website Acceptance Model (SWAM) based on the Technology Acceptance Model (TAM; Davis, 1989). To better explain sports fans'…

659

Abstract

The purpose of this study is to develop a Sport Website Acceptance Model (SWAM) based on the Technology Acceptance Model (TAM; Davis, 1989). To better explain sports fans' decision-making processes in using sports websites, we incorporated salient consumer variables as sports involvement and psychological commitment and added trustworthiness and enjoyment to the TAM. The paper concludes with implications for future research and for application to online sports business.

Details

International Journal of Sports Marketing and Sponsorship, vol. 12 no. 3
Type: Research Article
ISSN: 1464-6668

Keywords

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Article
Publication date: 1 April 2012

Youngjin Hur, Yong Jae Ko and Cathryn L. Claussen

This study empirically tested the Sport Website Acceptance Model (SWAM), proposed by Hur, Ko and Claussen (2007). The SWAM added Perceived Enjoyment (Davis et al, 1992) and…

546

Abstract

This study empirically tested the Sport Website Acceptance Model (SWAM), proposed by Hur, Ko and Claussen (2007). The SWAM added Perceived Enjoyment (Davis et al, 1992) and Perceived Trustworthiness (Belanger et al, 2002) to the two factors Perceived Ease of Use and Perceived Usefulness used in the Technology Acceptance Model (TAM) (Davis, 1989). This study proposes a competing model to the original SWAM and compares this by incorporating two additional constructs, Sport Involvement (Shank & Beasley, 1998) and Psychological Commitment to a Team (Mahony et al, 2000). Structural equation modeling analyses revealed acceptable model fits, both in the original SWAM and in the competing model. Subsequent analyses led the authors to conclude that the competing model was the better version of the SWAM.

Details

International Journal of Sports Marketing and Sponsorship, vol. 13 no. 3
Type: Research Article
ISSN: 1464-6668

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Article
Publication date: 12 April 2022

Krisda Matmuang Cripe and Cheryl Burleigh

The purpose of this paper was to discover the best practices used by information technology (IT) project managers to determine what leadership skills, behaviors, communication…

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Abstract

Purpose

The purpose of this paper was to discover the best practices used by information technology (IT) project managers to determine what leadership skills, behaviors, communication tools and techniques are needed to lead and communicate effectively with virtual IT project teams.

Design/methodology/approach

In this qualitative case study, data was gathered by semistructured interviews from ten successful IT project managers from Northern California who had more than ten years of experience managing virtual teams (VTs) with growing and profitable IT companies in Silicon Valley, California.

Findings

IT project managers and leaders may consider building personal relationships with team members at the beginning of each project to foster a sense of camaraderie and common ground for the successful outcome and desired results. Maintaining cohesive team relationships to gain their trust and confidence may require additional coaching, mentoring, collaborating, recognizing their accomplishments, providing technical training, and understanding different cultures and local laws that relate to VTs to manage projects successfully to move projects forward in sustaining business, and assure customer satisfaction.

Originality/value

Findings from this study may assist IT project managers and leaders in building trust and rapport, increasing efficiency and developing effective lines of communication within their virtual IT teams.

Details

Team Performance Management: An International Journal, vol. 28 no. 3/4
Type: Research Article
ISSN: 1352-7592

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Article
Publication date: 5 July 2013

Youngjin Bahng, Doris H. Kincade and Jung‐ha (Jennifer) Yang

The purpose of this study is to provide detailed information about the shopping behaviors and brand/product preferences of college students. To accomplish this purpose the…

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Abstract

Purpose

The purpose of this study is to provide detailed information about the shopping behaviors and brand/product preferences of college students. To accomplish this purpose the following objectives were proposed: to identify college student segments’ underlying clothing shopping orientations; to profile these consumers by demographics and brand/product preferences; and to use apparel expenditures to further characterize the market segments.

Design/methodology/approach

A survey of college students at a major university was conducted. After adopting the listwise deletion method, 185 useable questionnaires were available for analysis. For data analysis, descriptive statistics, K‐means cluster analysis, Chi‐square, ANOVA, and Dunnett T3 tests were employed. Results showed that three segments were identified (i.e. apathetic price‐forward shoppers, hedonic fashion‐forward shoppers, involved price‐forward shoppers), and the three hypotheses were supported.

Findings

The paper shows that the three segments can be characterized by distinct profiles of demographics and brand/product preferences. Marketing and merchandising strategies for retailers are provided.

Originality/value

Few studies have examined college students’ specific brand/product preferences even though information about these consumer preferences can be directly and practically utilized by apparel retailers for their merchandise planning. There is also a lack of studies that examined college students' clothing behavior based on their major. With the increasing importance of brand as a marketing tool, this information is important to academic researchers and retailers.

Details

Journal of Fashion Marketing and Management: An International Journal, vol. 17 no. 3
Type: Research Article
ISSN: 1361-2026

Keywords

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