• International Commerce and Information Review
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• v.14 no.4
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• pp.227-252
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• 2012

This paper is to study for causality validation of relation of the repair justice and repair satisfaction, relation between repair satisfaction and re-purchasing with South Korea's most important express service users. Through this research, we would like to confirm to seriousness of the failure express service and effects of controlling effectively adjust in relation between repair impartiality and satisfaction of repairs. The results of the study show as below. First, the result shows the justice outcome in express service, interaction justice, outcome justice in the relation of satisfaction with repair have regardful effects to the satisfaction of repair. This result explains that interaction justice has a positive influence. Second, in the relations between the procedural justice in express service and the satisfaction of repair, it is presented that the procedural justice has not regardful effects and results show differences from other leading researches. This result explains that procedural justice has not a positive influence. Third, as analyzing seriousness of the failure express service, controlling regulation effect in the relation of repair justice and repair satisfaction, seriousness of interaction and controlling regulation effect are not regardful effect in this relationship. These results are explained that the seriousness or controlling of the failure express service have not a positive influence to the relation of repair justice and repair satisfaction. Finally, in the relation between repair satisfaction and the intention to use again, repair satisfaction has a regardful effect to intention to use again. This result explained that it has positive influence to repair satisfaction and the intention to use again.

• Management & Information Systems Review
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• v.33 no.1
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• pp.299-312
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• 2014

This study is about the influence of perceived justice with service recovery on customer satisfaction and the customer's behavioral results. Even though prior studies estimated overall customer satisfaction, this study measured customer satisfaction separately in two parts: satisfaction with the service recovery and relationship satisfaction. The results are as follows. Distributive justice and interactional justice have positive effects on satisfaction with service recovery. But distributive justice, procedural justice and interactional justice have positive effects on relationship satisfaction. Satisfaction with the service recovery and relationship satisfaction have a positive effect on customer loyalty.

• Asia Marketing Journal
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• v.3 no.4
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• pp.90-115
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• 2001

본 연구는 서비스 접점에서 서비스 실패가 일어나는 경우 기업의 복구노력이 고객의 만족에 마치는 영향에 관한 연구이다. 먼저 서비스 실패에 대한 기업의 복구노력이 갖는 의미를 살펴보고, 서비스 복구노력이 고객의 만족과정에 어떻게 영향을 미치는 지에 대하여 항공산업을 연구대상으로 기대불일치이론, 정당성이론 및 귀인이론을 적용하여 다양한 관점에서 실증 분석하였다. 특히 기대불일치이론 및 정당성이론에 관한 선행 연구들을 상세히 고찰하고, 이러한 이론적 관점에서 서비스 실패 후 기업의 복구노력이 고객의 만족과정에 어떻게 영향을 미치는 지를 다중회귀분석 및 구조방정식 모형을 이용하여 실증 분석하였다. 또한 조직행동론의 연구결과를 이용하여 서비스 실패에 대한 귀인적 추론결과가 소비자의 만족과정에 미치는 영향을 검증하였다

• Journal of Digital Convergence
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• v.20 no.3
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• pp.377-388
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• 2022

Various researches are actively studied to satisfy exponentially increasing the usage of the Internet as well as the diverse service demands. Especially the Optical Internet that delivers several Tbps through a single optical fiber requires the intelligence to satisfy the various types of survivability requirements. In the paper, a novel recovery scheme that satisfies the various restoration demands in IP over WDM networks is proposed. The scheme classifies the restoration services into three classes and applies dedicated protection and shared restoration scheme with different priorities for each class. Also, a configuration scheme for information database to support the scheme is proposed. This scheme satisfies the different degree of restoration demands in terms of restoration time, blocking rate and resource usage. With the scheme, medical data can be transmitted without loss.

• Asia Marketing Journal
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• v.9 no.3
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• pp.75-115
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• 2007

This study investigated the effect of service provider's recovery effort and pre-failure customer-employee rapport on post-recovery consumer response such as satisfaction, purchase intention, and positive Word-of-Mouth communication. First, this study explored the interaction effect of recovery effort and customer-employee rapport on post-recovery consumer response. The result shows when the level of pre-failure customer-employee rapport is high, customer's positive responses decreased slightly even though they perceived low recovery effort. However, when the level of pre-failure customer-employee rapport is low, customer's responses were decreased considerably in case of low recovery effort. Second, this study examined 'service recovery paradox' which is post-recovery consumer's satisfaction is greater than the case of no service failure. The result shows recovery paradox was not supported in all samples regardless of the level of recovery effort and customer-employee rapport. Synthetically, customer-employee rapport took a buffering role in customer response after service failure although it's not the same as error-free state.

• The KIPS Transactions:PartC
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• v.9C no.5
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• pp.665-670
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• 2002

Wireless communications require the cryptography system which satisfies a opposite purpose as safety and efficiency. In this paper we proposed the efficient key distribution system satisfying in wireless communication using escrow in order to satisfy the requirements. We supplemented the key recovery function to prevent side effects of cryptography and it is possible to check verification. Also, transmitted information is a little so that the system is efficient. The proposed key recovery method can be applicable to various application fields.

• Asia Marketing Journal
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• v.4 no.4
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• pp.1-27
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• 2002

본 연구는 Critical Incident Technique(CIT)를 이용하여 음식점에서 서비스 실패를 야기하는 결정적인 사건과 서비스 실패/복구수준과의 관계를 고찰해 보았다. 이와 더불어 불만족한 고객을 만족한 고객으로 전환시키는 데에 중요한 역할을 하는 고객이 바라는 복구와 점포 개선사항을 추가로 제시함으로써 실용적인 마케팅 접근을 시도하였다. 본 연구에서는 고객 불만족 원인이 서비스상품의 결함에 대부분 기인한다는 Hoffman et al. (1995)과 Tax et al. (1998)의 결과와는 달리 서비스 실패를 일으키는 주원인은 서비스제공자에게 있다는 흥미로운 결과를 얻을 수 있었다. 그 동안 국내의 많은 서비스관련 연구들이 서비스 만족과 불만족에 대해 양적 (quantitative)으로 접근한 것과는 달리 본 연구는 질적(qualitative) 접근을 시도하였다. 또한 본 연구는 CIT를 이용한 최초의 서비스 복구에 대한 연구이며, 기존의 연구들이 단순히 서비스 실패의 유형을 범주화하고 복구의 종류를 알아보는 것에 그치고 있는 데 반해 본 연구에서는 고객이 바라는 복구종류와 서비스 제공자의 개선 사항, 서비스 실패를 경험한 고객들의 구전활동에 관한 조사결과와 전략적 시사점도 함께 제시함으로써, 일선 관리자들이 본 연구의 결과를 기업의 마케팅전략 수립에 효과적으로 활용이 가능하다는 점에서 그 의의가 크다고 할 수 있다.

• Journal of Distribution Research
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• v.17 no.1
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• pp.1-36
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• 2012

Service failure is one of the major reasons for customer defection. As the business environment gets tougher and more competitive, a single service failure might bring about fatal consequences to a service provider or a firm. Sometimes a failure won't end up with an unsatisfied customer's simple complaining but with a wide-spread animosity against the service provider or the firm, leading to a threat to the firm's survival itself in the society. Therefore, we are in need of comprehensive understandings of complainants' attitudes and behaviors toward service failures and firm's recovery efforts. Even though a failure itself couldn't be fixed completely, marketers should repair the mind and heart of unsatisfied customers, which can be regarded as an successful recovery strategy in the end. As the outcome of recovery efforts exerted by service providers or firms, recovery of the relationship between customer and service provider need to put on the top in the recovery goal list. With these motivations, the study investigates how service failure and recovery makes the changes in dynamics of fundamental elements of customer-firm relationship, such as customer affection, customer trust and loyalty intention by comparing two time points, before the service failure and after the recovery, focusing on the effects of recovery satisfaction and the failure severity. We adopted La & Choi (2012)'s framework for development of the research model that was based on the previous research stream like Yim et al. (2008) and Thomson et al. (2005). The pivotal background theories of the model are mainly from relationship marketing and social relationships of social psychology. For example, Love, Emotional attachment, Intimacy, and Equity theories regarding human relationships were reviewed. As the results, when recovery satisfaction is high, customer affection and customer trust that were established before the service failure are carried over to the future after the recovery. However, when recovery satisfaction is low, customer-firm relationship that had already established in the past are not carried over but broken up. Regardless of the degree of recovery satisfaction, once a failure occurs loyalty intention is not carried over to the future and the impact of customer trust on loyalty intention becomes stronger. Such changes imply that customers become more prudent and more risk-aversive than the time prior to service failure. The impact of severity of failure on customer affection and customer trust matters only when recovery satisfaction is low. When recovery satisfaction is high, customer affection and customer trust become severity-proof. Interestingly, regardless of the degree of recovery satisfaction, failure severity has a significant negative influence on loyalty intention. Loyalty intention is the most fragile target when a service failure occurs no matter how severe the failure criticality is. Consequently, the ultimate goal of service recovery should be the restoration of customer-firm relationship and recovery of customer trust should be the primary objective to accomplish for a successful recovery performance. Especially when failure severity is high, service recovery should be perceived highly satisfied by the complainants because failure severity matters more when recovery satisfaction is low. Marketers can implement recovery strategies to enhance emotional appeals as well as fair treatments since the both impacts of affection and trust on loyalty intention are significant. In the case of high severity of failure, recovery efforts should be exerted to overreach customer expectation, designed to directly repair customer trust and elaborately designed in the focus of customer-firm communications during the interactional recovery process to affect customer trust rebuilding indirectly. Because it is a longer and harder way to rebuild customer-firm relationship for high severity cases, low recovery satisfaction cannot guarantee customer retention. To prevent customer defection due to service failure of high severity, unexpected rewards as a recovery will be likely to be useful since those will lead to customer delight or customer gratitude toward the service firm. Based on the results of analyses, theoretical and managerial implications are presented. Limitations and future research ideas are also discussed.

• Review of KIISC
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• v.10 no.1
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• pp.1-19
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• 2000

암호가 빠르게 민간에 보급됨에 따라 여러 가지 역기능이 대두되고 있다. 이에 대한 대책중의 하나로 키 복구 정책이 여러 나라에서 고려되고 있으며 다양한 키 복구 제품들도 출시되고 있는 추세이다. 특히 미국에서 키 복구 정책이 활발히 논의되고 있으며 이에 따른 키 복구 제품의 요구사항에 관한 표준안을 NIST에서 제정하였다. 본 고에서는 키 복구 시스템이 갖추어야 할 요구사항을 NIST에서 제안한 조건에 맞추어 분석하였다. 본 고의 내용은 크게 두 가지로 요약 할 수 있다. 먼저 미국의 NIST에서 제시한 키 복구 제품의 요구사항에 대하여 살펴본 후 이 요구사항들을 현재까지 제시된 키 복구 시스템에 적용시켜 만족 여부를 분석하였다. 따라서 본 고는 새로운 키 복구 방식의 개발이나 키 복구 제품의 설계에 도움을 줄 수 있으리라 기대된다.

• Proceedings of the Korean Information Science Society Conference
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• 2005.11a
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• pp.817-819
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• 2005

내장 시스템(Embedded System)기술은, 정부가 주도하는 기술과제로 여러 응용분야에서 각광을 받고 있다. 본 논문에서는 내장 시스템이 가지는 한계상황 하에서 프로세스가 좀더 빠르게 복구하는 기법을 제안하고자 한다. 빠른 복구를 위해서는 두 가지 조건이 만족되어야 한다. 첫째 조건은 실제 프로세스의 이상이 발생 했는지를 빠르게 감지해야 한다. 기존에는 주기적으로 프로세스를 감시하는 방법들이 많이 사용되었으나 이런 방법들은 내장 시스템에서 빠른 프로세스 복구를 하는데 한계점들이 나타냈다. 따라서 시스템 레벨에서 프로세스 종료를 시키는 시그널(signal)을 훔치는(hooking) 방법[1]과 프로세스 스케줄 순서를 조정하는 방법을 토대로 프로세스의 이상을 빠르게 감지할 수 있다. 두 번째는 한정된 자원 아래서 효율적으로 복구 데이터를 관리 및 복구해야 한다. 기존의 복구 기법에 경우 다양한 자원을 대한 복구를 위해서 자원을 많이 사용하였지만 우리가 사용하는 공유메모리 기법[1]은 자신의 필요한 정보만을 관리함으로써 한정된 자원 환경에서 복구가 가능하도록 하였다.