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http://dx.doi.org/10.5392/JKCA.2020.20.04.396

Transition of Service Paradigm from Service Recovery to Proactive Service  

Rhee, Hyunjung (중앙대학교 융합교양학부)
Kim, Hyangmi (LG사이언스파크 AI담당)
Rhee, Chang Seop (세종대학교 경영학부)
Publication Information
The Journal of the Korea Contents Association / v.20, no.4, 2020 , pp. 396-405 More about this Journal
Abstract
In this study, we used the big data of Voice of Customer (VOC) related to high-speed Internet products to look at the causes of perceived quality and the possibility of proactive service. In order to verify the possibility of proactive service, we collected VOC data from 13 facilities and equipment of a mobile communication service company, and then conducted 𝒙2 test to verify that there was a statistically significant difference between the actual VOC observation values and expected values. We found statistical evidence that proactive service is possible through real-time monitoring for the six disability alarms among the 13 facilities and equipment, which are FTTH-R Equipment ON/OFF, FTTH-EV Line Error Detection, Port Faulty, FTTH-R Line Error Detection, Network Loop Detection, and Abnormal Limiting Traffic. Companies are able to adopt the proactive service to improve their market share and to reduce customer service costs. The results of this study are expected to contribute to the actual application of industry in that it has diagnosed the possibility of proactive service in the telecommunication service sector and further suggested suggestions on how to provide effective proactive service.
Keywords
Proactive Service; VOC; Internet Service Quality; Service Failure; Service Recovery;
Citations & Related Records
Times Cited By KSCI : 3  (Citation Analysis)
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