• Management & Information Systems Review
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• v.30 no.2
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• pp.57-79
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• 2011

One of the fastest growing sector in tourism industry is MICE industry due to globalization among the countries in various parts including business, politics, and cultural exchange. The objectives of this research can be in two fold: firstly, to evaluate the convention service quality and categorize them into three groups, basic service, performance service and exciting service; secondly, to provide the exciting service as a recovery program to restore customer satisfaction and their intention to reuse when the basic or performance service failure occurs. The results are as follows: among the four dimensions of the service quality, only the availability of information and the employee's performance were effected by the exciting service quality. Secondly, employees's performance can only be effected by the exciting service when customer service factor is included prior to the events. Thirdly, the following dimensions of services were not selected to be effective by the exciting services: conditions of physical facility, related infra-structure, the process of customer service and the program. Fourthly, only the additional services and events were selected to be the effective exciting services for the recovery program.

• Social Workers
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• no.10 s.54
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• pp.20-21
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• 2006

지역복지계에서 대상자별 서비스 네트워크는 매우 중요한 일이다. 그 이유로 각 기관 및 단체간 서비스 재원 및 인력의 상호 협력과 중복성의 조정에 있다. 이러한 문제점을 해결하고자 한국종교계사회복지협회, 한국사회복지협의회, 복지재단, 자원봉사단체 등의 전문가들이 협력하여 구성한 ‘복지서비스 네트워크’가 바로 ‘주민 통합서비스 실현을 위한 전국 네트워크’의 모태가 된다고 할 수 있다.

• The Journal of the Korea Contents Association
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• v.10 no.7
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• pp.377-385
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• 2010

To find out an mediating variable between justice perception and switching intentions in the service failure and recovery context the study has centered mainly on justice perceptions, satisfaction and switching intentions after service failure. The researcher found that justice perceptions had negative effects on switching intentions, but satisfaction after service recovery didn't mediate between justice perceptions and switching intentions.

• Journal of Korean Library and Information Science Society
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• v.42 no.3
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• pp.251-270
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• 2011

The purpose of this study was to make a general overview of SST-Based(Self-Service Technology Based) services and understand SST-Based service failure by users and service recovery strategy based on attribution theory. To achieve these purposes, the study reviewed literature related to the unique characteristics of SST-Based service and user studies of SST-Based service. As a result, it was found that there are no significant differences between general SST-Based service and library SST-Based service. In addition, this study suggested appropriate service recovery strategies of service failure by users through the understanding of attribution theory. The finding was that the most important SST-Based service recovery strategy is to improve technical service quality of the services.

• Journal of Korea Society of Industrial Information Systems
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• v.23 no.5
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• pp.145-157
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• 2018

The purpose of this study is to explore ways of service recovery and procedures through the service failure cases depending on the employee capacity that leads to improving quality of the airline cabin service. This study was tested using the failure case of airline in korea. Since interrupting and discontinuing of customer service affect customer defections, customer satisfaction must quickly respond to the service's error situation. The service of the cabin crew is closely related to the customer's evaluation, the direct connection. Customer's objectives are to meet employee needs for service recovery and to recognize and analyze customer perceptions of human resources services, restore customer expectations and maintain contracts with customers. Therefore, this study proposes a set of strategies for effectively preventing and responding to customer related service failure in the airline cabin service.

• Journal of Service Research and Studies
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• v.6 no.3
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• pp.57-78
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• 2016

The purpose of this research is to study how service recovery activities influence customers' commodity churning in the media telecommunication industry(CATV industry). Put it differently, we tried to identify this change of commodity churning rates by the stages of service failures, by which we intend to emphasize the importance of service recoveries. Korean media telecommunication market has already been saturated; customers tend to move to bigger major companies with better customer care increasingly. As once customers gone never returns, CRM functions are being reinforced over the time. We were able to have the following results. First, turning rates, for those experienced service failure, who were dissatisfied with service recovery activities are 2~5 times (monthly average turning rates are 1.3%) higher than those satisfied. Secondly, active service recovery activities at the customer's service request after experiencing service failure lowered churning rates significantly. The most effective timing is service recovery activities pre-recovery stage. Thirdly, reward activities after service recovery activities at the immediate recovery stage is more effective than service recovery at the arranged recovery schedule and reward activities after customer's expressing churning intension. The implications of this study are that firms should engage in service recovery activities at the time of identifying service failures, prior to customer's expressing churning intention, which means relatively lower ROI for the service recovery activities than the times of customers' expressing churning intention.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2013.05a
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• pp.167-169
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• 2013

The purposes of this research is to propose trust recovery model of smartphone applications and to examine the moderating effect of service type on the use of smartphone applications. To achieve research purposes, we suggested service failure type using the scenario technique and empirically verified by conducting survey. The results showed that the procedural justice and interpersonal justice have influence on trust and trust had an effect on the all quality factors (system, information, service quality). Also, information quality and service quality had an effect on the customer loyalty. Finally, service type had significant moderating effects on the relationship between perceived justice and quality.

• Journal of Digital Convergence
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• v.14 no.4
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• pp.267-276
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• 2016

This paper aims to examine the effects of perceived justice of service recovery efforts on the customer relationship performance in mobile social commerce. To this end, we classified cognitive-affective trusts and post-recovery satisfaction into the customer relationship performance. This research employs a field survey of customers who experienced service failures in mobile social commerce and a covariance structural model analysis in order to test hypotheses of our research model. The findings present that all justices of service recovery efforts positively affect the cognitive trust, whereas the only procedural justice significantly influences the affective trust. In addition, the results show that cognitive-affective trusts have a positive effect on the post-recovery satisfaction. Our results suggest practical implications that are used to help managers maintain and improve relations with the customers who experienced service failures and to increase the post-recovery satisfaction.

• Journal of Digital Convergence
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• v.11 no.2
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• pp.115-125
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• 2013

Unexpected consumer dissatisfaction emerges through rapid growth and expansion of on-line shopping channel. This research focused on the fashion online retail channels' negative aspect caused by service failure which possibly disappointed consumers. We also tried to seek for appropriate service recovery types based on frequently offered recovery types on-line. Data from college students were analyzed. Results indicate that fitting problem, insufficient information, product defect, inventory problem and slow delivery were the main service failure types in apparel e-shopping. Regression analysis identified that among these types, insufficient information, product defect, and slow delivery had significant influence on channel satisfaction after post recovery effort. Results also confirmed significant relationships between channel satisfaction and channel switching. Consumers perceived benefit level causes overall channel satisfaction level to rise while perceived risk leads to lower level of channel satisfaction. Choosing desirable service recovery activities in each service failure situations is necessary in order to raise consumer's channel satisfaction in online apparel shopping.

• Management & Information Systems Review
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• v.33 no.1
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• pp.65-81
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• 2014

Although the study of IT services has increased in recent years, few study have focused on trust based recovery process. Additionally, users of IT services have different use purpose depending on service type. Therefore, the purposes of this research is to propose trust recovery model of smartphone applications and to examine the moderating effect of service type on the use of smartphone applications. To achieve research purposes, we suggested service failure type using the scenario technique and empirically verified by conducting survey. The results showed that the procedural justice and interpersonal justice have influence on trust and trust had an effect on the all quality factors (system, information, service quality). Also, information quality and service quality had an effect on the customer loyalty. Finally, service type had significant moderating effects on the relationship between perceived justice and quality.