Browse > Article
http://dx.doi.org/10.7840/kics.2015.40.2.325

The Effects of Optical Cable Fault on Customer Complaints  

Jung, So-Ki (Seoul School of Integrated Sciences & Technologies,)
Cha, Kyoung Cheon (Dong-A University Department of Business Administration)
Publication Information
The Journal of Korean Institute of Communications and Information Sciences / v.40, no.2, 2015 , pp. 325-333 More about this Journal
Abstract
In this paper, we are aim to analysis the effects of optical cable fault on customer complaints. We considered several causes: the elapse time to allow repair from the optical cable fault, whether working day or not, seasonality and human error, external construction, optical cable cutting or core banding that is controllable causes and natural disasters, vehicle crash, fire that is uncontrollable causes. The results of analysis are as follows: First, customer complaints increase through indifferencial relationship when using the production function for the number of expected victims and elapsed time due to the optical cable fault. Second, not only the elapsed time but also controllable variables, human error, external construction, the core cut occurs, increased customer complaints due to optical cable faults.
Keywords
optical cable fault; production function; indifferential relationship; number of expected victims; elapsed time;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
연도 인용수 순위
1 J. C. Kim, T. M. Ann, J, S, Lee, and Y. G. O, "A study on service connection maintenance for network fault," ETRI, pp. 10- 83, 1999.
2 L. N. Cassel and C. Partridge, "Network management architectures and Protocols: problems and approaches," IEEE J. Sel. Areas in Commun., vol. 7, no. 7, pp. 1104-1114, Sept. 1989.   DOI   ScienceOn
3 F. RK. Chung, "Reliable software and communication. I: An overview," IEEE J. Sel. Areas in Commun., vol. 12, no. 1, pp. 23-32, Jan. 1994.   DOI   ScienceOn
4 Y. Yemini, "A critical survey of network management protocol standards," Telecommun. Network, Management into the 21st Century(s. Aidarous and T. Plevyak, Eds), IEEE Press, 1994.
5 S. K. Jung and K. C. Cha, "A study on the learning curve and VOC factors affecting of telecommunication services," J. KICS, vol. 38B, no. 8, pp. 518-525, Aug. 2014.
6 F. R. Dwyer, H. S. Paul, and S. Oh, "Developing buyer-seller relationship," The J. Marketing, vol. 51, pp. 11-27, Apr. 1987.   DOI   ScienceOn
7 P. Carer, "Probabilistic method used in asset management for MV electrical equipment as EDF," 9th Int. Conf. Probabilistic Methods Appl. to Power Syst. (PMAPS 2006), Stockholm, Sweden, pp. 1-5, 2006.
8 B. W. Meeusen and J. van den Broeck, "Efficiency estimation from cobb-douglas production functions with composed error," Int. Economic Rev., vol. 18, no. 2, pp. 435- 443, Jun. 1977.   DOI   ScienceOn
9 E. W. Anderson, C. Fornell, and D. R. Lehmann, "Customer satisfaction, market share, and profitability: Findings form sweden," The J. Marketing, vol. 58, no. 3, pp. 53-66, Jul. 1994.   DOI
10 C. W. Cobb and P. H. Douglas, "A theory of production," Am. Econ. Rev., vol. 18, no. 1, pp. 139-165, 1928.
11 Y. G. Lu, X. P. Zhang, Y. M. Dong, F. Wang, and Y. H. Liu, "Optical cable fault locating using brillouin optical time domain reflectometer and cable localized heating method," J. Physics: Conf. Series, vol. 48, no. 1, pp. 1387-1394, 2006.   DOI
12 S. K. Kim, "Cost-Savings in mergers between piano manufacturers," Korea Econ. Res. Inst., vol. 17, no. 2, pp. 83-95, Dec. 2008.
13 A. N. Hiroijji and H. S. Jung, New element&industrial 10 : Fiber∙Optical Cable Carrying a dream of multimedia, Iljinsa, Jun. 2010.
14 L. L. Berry and A. Parasuraman, Marketing services: Competing through quality, New York: the Free Press, 1991.
15 S. O. Kim, S. C. Kim, H. T. Kim, and B. S. Sung, Service Operation Management, Hangyeongsa, pp. 182-186, 2004.
16 VOC Management Research Society, Voice of The Customer, KMAC, pp. 4-140, Apr. 2013.
17 J. M. Henderson and R. E. Quandt, Microeconomic theory: A mathematical approach, NY: McGraw-Hill, pp. 67-70, 1971.
18 G. S. Shim, C. S. Park, Y. H. Lee, T. H. Lee, J. P. Chu, J. G. Cha, and H. J. Hwang, Microeconomics, Beomhanseojeok, pp. 260-270, Sept. 2011.
19 J. W. Kim, K. H. Kim, D. Y. Jeon, G. B. Lee, S. H. Seok, and B. D. Chung, "A study on SOP for efficient resolution of trouble tickets," in Proc. KICS Summer. Conf., pp. 1279-1280, Jun. 2009.
20 I. C. Kim, China.The West let out a big burp of innovation(2013), Retrieved Dec., 1, from http://news.mk.co.kr/column/view.php?year=2013&no=1214418.
21 http://en.wikipedia.org/wiki/Learning_curve.
22 S. W. Chang, Fiber Line Monitoring and Management System(2010), Retrieved Oct., 18, from http://www.koit.co.kr/news/articleView.html?idxno=35931.