• The Journal of the Korea Contents Association
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• v.21 no.3
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• pp.419-429
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• 2021

The purpose of this study is to investigate the effects of service guarantees of tourist hotels on employees' perception of role clarity and customer orientation. Specifically, this study analyzed how the employees' perception of role clarity as a parameter, with the employees' reliability, guarantee-related communication, guarantee limitation, and organizational support as independent variables, affected the dependent variable, customer orientation. As a result of empirical analysis of employees in the first grade hotel in Seoul, it was analyzed that the higher the reliability of employees in service guarantee, the higher the communication and organizational support in the organization related to guarantee work, the higher the role clarity and perception level of employees. The higher the reliability, guarantee limitation and organizational support level of guarantee, the higher the customer orientation, but the guarantee-related communication did not show significant influence. The perception degree of role clarity of employees has a significant effect on customer orientation. According to those results of this analysis, this study examined the influence of each configuration of service guarantee of tourist hotel employees on customer orientation, and presented various academic and practical implications.

• Journal of Global Scholars of Marketing Science
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• v.15 no.3
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• pp.31-48
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• 2005

The purpose of the study is to identify the flexibility of marketing effects which applies of practical service guarantee strategy over hotel service and methodological effects of practical service guarantee. And the detailed purposes were: first of all, how service guarantee strategy identified by previous theoretical researches influences on a service reliability and service value practically; second, how service reliability and service value influence on customer loyalty; third, how service guarantee influences on customer loyalty directly. According to the results, 5 hypotheses were selected from 5 research hypothesis proposed in this study. The concrete contents were; First, the study inspected how service guarantee strategy influences on service reliability and service value practically. The result was that service guarantee exerted positive influence on service reliability and service value. Second, the study inspected how service reliability and service value influence on customer loyalty. The result service reliability and service value exerted positive influence on customer loyalty. Third, the study inspected how service guarantee strategy influences on customer loyalty. The result service guarantee exerted positive influence on customer loyalty.

• The KIPS Transactions:PartD
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• v.14D no.3 s.113
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• pp.319-328
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• 2007

As the coverage of Web services become wider and the number of implementation cases is growing, the importance of applying the Web services quality model to real world is increased. For maintaining the level of Web services qualify, it should be required to study on assurance method of Web services qualify level. Assurance for Web services, which is newly proposed by OASIS TC, means the totality of activities for managing the quality level of them. For managing Web service quality, Web service associates could usually use SLA(Service Level Agreement) method in which a service consumer contracts for some service level with a service provider and gives for penalty or pays incentives according to the result of evaluation of services. But, there are some difficulties in applying SLA to Web services, because Web services have publicity, multiple users, and 3rd party for management. So, we need a new assurance method for Web service by considering the characteristics of Web services. This paper provides the new concept of committed assurance level for Web services. This concept can be defined as the set of maximum level of quality expected by each user, which provide the consistent view of Web service quality. This paper presents the method for duality associates to preserve some quality level of Web service by using this concept.

• Proceedings of the Korean Information Science Society Conference
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• 2004.10a
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• pp.22-24
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• 2004

웹 서비스는 SOAP, WSDL, UDDI와 같은 표준을 기반으로 인터넷상의 분산된 여러 서비스들을 통합하는 가장 효과적인 방법으로 알려져 있다. 이러한 통합을 위하여 웹 서비스 표준 프로세스 통합모델 언어인 BPEL4WS가 제시되었다. 이와 같은 분산된 서비스 통합 시에 서비스 신뢰성 확보를 위해서는 통합 환경 상의 품질 관리가 필요하나 확실한 대안 책이 없었다. 이에 본 논문에서는 사용자와 공급자 사이의 협정을 통해 품질 보증하는 SLA를 이용하여, BPEL4WS로 통합한 환경에 적합한 품질 보증기법을 제시한다. 또한 제시한 기법의 효율적인 활용을 위한 웹 서비스 통합 프레임워크를 제시한다.

• Proceedings of the Korea Information Processing Society Conference
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• 2007.11a
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• pp.1021-1024
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• 2007

인터넷이 발달하고 VoIP 의 활성화로 인하여 사용자들은 인터넷 전화서비스의 통화품질에 대한 관심이 크게 증가하고 있다. 본 고에서는 인터넷 전화서비스의 단말에 사용하고 있는 음성 코덱의 품질 측정을 위해 IP 패킷 전송품질 파라미터(ITU-T Y.1540)들을 인가하면서 이들 파라미터들의 변화에 따른 E-Model(ITU-T G.107) 종합 음성품질(R 값)을 측정하여 인터넷전화 단말의 프로세싱 품질을 파악하고 종단간서비스에서 단말이 차지하는 부분을 분석하여 인터넷 전화서비스의 통화품질 개선 및 향후 단말의 인증기준 등에 활용하고자 한다.

• The Journal of Society for e-Business Studies
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• v.15 no.4
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• pp.265-284
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• 2010

B2B e-commerce guarantee service is a guarantee service combining the electronic systems among Korea Credit Guarantee Fund(KCGF), banks and e-marketplaces to process all procedures on internet ranging from application for credit guarantee, issue of written guarantee and contracting for a commerce to payment. B2B e-commerce guarantee service plays as an intermediary role in financial support for small and mediumsized enterprise(SME), which are small size, low credit level, and unfavorable status in many aspects compared to major companies. Despite the B2B e-commerce guarantee service has various advantages conducive to promotion of e-commerce among small and medium businesses as well as development of e-commerce itself, it has yet to be diffused due to lack of acknowledgement, misunderstanding of its functions and vague psychological fear of the on-line settlement. Thus, this study identifies the values and effects of the B2B e-commerce guarantee service using financial data and cases. The process of this study is 4 phase. first phase is analysis of B2B e-commerce guarantee service and e-Marketplace. second phase is analysis of performance from the Perspective of Diverse Participants. third phase is analysis of economic performance and support for SME. last phase is policy suggestions and conclusion.

• Proceedings of the Korea Technology Innovation Society Conference
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• 2010.05a
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• pp.184-205
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• 2010

The service industry is drawing economic growth, and the financial service sector among service industry takes major share. So it is needed to increase the productivity and efficiency through the service innovation of making a good process, standardization, automation. But contrary to manufacturing industry, the difficulty to measure the characteristic of productivity, quality and innovation in service sector requires more scientific and systematic method for service innovation. This paper will search for financial service innovation strategy with service science by the case review of KOTEC's technology rating system. The case may infer that strategic technology management capability along with customized financial service infrastructure is important.

• Journal of Digital Convergence
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• v.11 no.9
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• pp.127-138
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• 2013

This study aims to grope for the factors that can influence consumer when they evaluate sports centers' service multilaterally in order to draw strategic operation methods for sports centers. This article examines the relationship among sports centers' service guarantee, service quality, service value, customer satisfaction, and customer loyalty. This study selects 2 sports centers located in Seoul and then conducts a survey to 200 members of the sports centers. The data collected go through frequency analysis, reliability analysis, and exploratory factor analysis with SPSS 16.0, and also AMOS 18.0 is utilized to perform confirmatory factor analysis and hypothesis verification. According to the study result First, service guarantee affects service quality positively while it does not affect customer loyalty. Second, service quality affects service value positively. Third, service value affects customer satisfaction and customer loyalty positively. Therefore this study has verified the marketing effectiveness of service guarantee in sports centers, so it can be said that the study has drawn practical operation methods.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2004.05a
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• pp.536-539
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• 2004

인터넷 서비스 수요의 급증으로 IP망의 대용량화와 고품질 서비스 제공에 대한 요구가 증대되고 있다. 이에 대해 네트워크 시설의 확충이나 트래픽 엔지니어링의 적용을 통해 대응해 왔으나, 멀티미디어 서비스 증가, 데이터 유형별 QoS 특성의 차이로 인해 기존에 적용해 오던 망 관리 시스템에의 의존에서 탈피, 현재 나타나고 있는 통신서비스 활동 특성의 변화를 감안, 실제 사용자의 서비스 이용 차원에서 고품질, 광대역 서비스를 제공해 줄 수 있는 관리 방안에 대한 모색이 필요하게 되었다. 이에따라, Intserv, Diffserv, RSVP, MPLS 등이 등장하였고, QoS 보증(SLA)에서는 서비스품질 보장 범위의 확대를 비롯한 다양한 고객요구가 증가하고 있는 상황이다. 이에 본 논문에서는 통신서비스 전반에 나타나고 있는 차별화된 프리미엄 서비스의 등장에 따른 QoS 보증방안에 대해서 다루고자 한다. 이를 위해, 우선 통신사업자의 네트워크 운용환경 변화방향에 대해 점검해 보고, 프리미엄 서비스의 도입이 가능한 대상과 범위에 대해서도 살펴본다. 이어서, 새로운 서비스 환경에서의 사업 기회와 진략 수립 방향, 법${\cdot}$제도적인 측면을 포함한 사업환경에 대한 시사점을 제공하고자 한다.

• Journal of Digital Convergence
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• v.14 no.7
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• pp.103-115
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• 2016

This study examines the relationship among family restaurants' service guarantee, service quality, service value, customer satisfaction and customer loyalty, involvement to verify the marketing effectiveness of service guarantee in family restaurants. For the empirical analysis, a survey was conducted with 250 adults in Seoul and Gyeonggi. For the collected data, frequency analysis, reliability analysis, factor analysis were carried out, using SPSS 21.0, in order to verify reliability and validity. And multi regression analysis, hierarchical analysis were used for hypothesis test. According to this study result, first, service guarantees were shown to have a positive effect on service quality, service value and customer loyalty. Second, service quality had a positive effect on customer satisfaction. Third, service value had a positive effect on customer satisfaction. Fourth, customer satisfaction had a positive effect on customer loyalty. Fifth, in the relationship between service guarantees and customer loyalty, involvement played a moderating role. Therefore this study has verified the marketing effectiveness of service guarantee in family restaurants, so it can be said that the study has drawn strategic operation methods in family restaurants.