• Asia Marketing Journal
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• v.5 no.1
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• pp.1-22
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• 2003

의료서비스 이용자의 가장 큰 불만은 대기시간으로 나타나고 있으나 대기시간에 대한 외국의 활발한 연구와는 달리 국내의 실증적 분석자료는 미흡한 실정이다. 본 연구는 의료서비스 접점에서 대기시간과 관련한 다양한 요인 중, 의료서비스 제공자의 대기시간에 대한 배려와 고객의 지각된 대기시간 및 대기시간 활용이 서비스접점의 부정적인 감정과 수용가능성, 서비스품질평가와 애호도에 어떠한 영향을 미치는지를 실증적으로 검정해 보고자 하였다. 실증분석 결과 대기시간 배려는 서비스접점의 부정적 감정을 줄이고 수용가능성은 높이는 것으로 나타났으나, 지각된 대기시간은 부정적인 감정을 높이고 수용가능성은 낮추는 것으로 나타났다. 또한 서비스접점의 부정적인 감정은 서비스품질과 애호도를 낮추고 수용가능성은 서비스품질평가와 애호도를 높이고 있으나, 고객의 대기시간의 활용은 부정적인 감정과 수용가능성에는 영향을 미치지 않은 것으로 나타났다. 이 중 지각된 대기시간이 부정적인 감정에 가장 큰 영향을 미치는 것으로 나타났다.

• Journal of Distribution Science
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• v.7 no.2
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• pp.45-61
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• 2009

The aims of this paper is to examine the key factor of customer satisfaction in the medical service. Especially service waiting is a significant component of the customer's overall satisfaction with the service process. For this purpose, this study proposed 6 hypotheses as follow : H1 : Waiting cost, affect on perceived service waiting, will be different between patient customer group and health care group. H2 : Controllability of the cause, affect on perceived service waiting, will be different between patient customer group and health care group. H3 : Controllability of the cause affect on perceived service waiting, will be different between patient customer group and health care group. H4 : Waiting environment, affect on perceived service waiting, will be different between patient customer group and health care group. H5 : Transaction importance, affect on perceived service waiting, will be different between patient customer group and health care group. H1 : Waiting cost, Controllability of the cause, Controllability of the cause, Waiting environment, Transaction importance, customer satisfaction will affect on service waiting significantly This study find that 1) Waiting cost and Transaction importance are significant variables to influence customer satisfaction between patient group and health care group. 2) customer satisfaction is very important variables to minimize perceived service waiting.

• The Journal of the Korea Contents Association
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• v.16 no.3
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• pp.575-585
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• 2016

This study aimed to prove that the effect of waiting environment on perceived waiting time and service quality evaluation of airline service procedure. Survey was conducted by questionnaires that were distributed to international airlines passengers who arrived at the airport. Totally, 300 samples were circulated, and 231 samples among those were collected. According to the results, the suggested hypotheses were accepted except the regulation effect of waiting acceptability. Physical environment has positive effect on the airport and boarding gate, and human environment has more positive effect in-flight service procedure. Thus, variables are correlated among waiting environment, perceived waiting time, and service quality evaluation of airline service. Acceptability as moderating variable has no effect due to passenger's pre awareness of estimated arrival and departure travel time certainly. At the end of this study, the results of this research can be conjugable on the airline industry, however, some limitations should be discussed by further study directions.

• Journal of the Korea Society for Simulation
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• v.17 no.2
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• pp.75-82
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• 2008

The times of service commencement and service completion had been used for inferring the queueing systems. However, the service commencement times are difficult to measure because of unobservable nature in queueing systems. In this paper, for inferring queueing systems, the service commencement times are replaced for arrival times which can be easily observed. Determining the service commencement time is very important in our methods. The methods for first come first served(FCFS), last come first served(LCFS) queueing discipline are already developed in our previous work. In this paper, we extend to random selection for service(RSS) queueing discipline. The performance measures we used are mean queueing time and mean service time, the variances of two. The simulation results verify our proposed methods to infer queueing systems under RSS discipline.

• Asia Marketing Journal
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• v.12 no.1
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• pp.1-30
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• 2010

Customers often experience waiting for buying service. Managing customers' waiting time is important for service providers since customers who are dissatisfied with waiting, secede from a service place at last. Not a few studies have been done to solve waiting time problem and improve customers' waiting experience. Hui & Tse(1996) identify evaluation factors in customers' behavioral mechanism as customers wait. That is, customers experience perceived waiting time, waiting acceptability and emotional response to the wait when they wait. Since customers evaluate the wait using these factors, service provider should manage these factors in order to minimize customers' dissatisfaction. Therefore, this study explores that evaluation factors of waiting are influenced by customers' situational and experiential characteristics, which include customer loyalty, transaction importance for customer and waiting expectation level. Those situational and experiential characteristics are usually given to service providers so they can't control these at waiting point. The major findings derived from two exploratory studies can be summarized as follows. First, according to the result from the study 1 (restaurant setting), customers' transaction importance has the greatest positive influence on waiting experience. The results show restaurant service provider could prevent customers' separation effectively through strategies which raise customers' transaction importance, like giving special coupons for important events. Second, in study 2 (amusement part setting) customer loyalty has large positive impact on waiting experience as well as transaction importance. This results show that service provider could minimize customers' dissatisfaction using strategies which raise customer loyalty continuously. This results show customer perceives waiting experience differently according to characteristics of service place and service itself. Therefore, service provider should grasp the unique customers' situational and experiential characters for each service and service place. It could provide an effective strategy for waiting time management. Third, the study finds transaction importance and waiting expectation level have direct influence customers' waiting experience as independent variables, while existing studies treated them as moderators. Customer loyalty which has not been incorporated in previous waiting time research is known to affect waiting experience. It suggests that marketing strategy which builds up customer loyalty for long period of time is also quite effective, compared to short term tactics to help customers endure waiting time. Fourth, this study reveals the importance of actual waiting time along with perceived waiting time. So far most studies only focus on customers' perceived waiting time. Especially, this study incorporates the concept of patient limit on waiting time to investigate effect of actual waiting time. The results show that there were various responses to the wait depending on how actual waiting time exceeds individual's patent limit on waiting time or not, even though customers wait about the same period of time. Finally, using structural equation model, conceptual path between behavioral responses is verified. As customer perceives waiting time, then she decides whether she can endure it or not, and then her emotional response occurs. This result are somewhat different from Hui & Tse(1996)'s study. The study also includes theoretical contributions as well as practical implications.

• Journal of the Korean Institute of Intelligent Systems
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• v.10 no.2
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• pp.168-174
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• 2000

All the visiting customers makes a queue and then can be served at an unoccupied server, in the queueing system of multi-server. The customer and server, however, have a conflictive feeling of satisfaction at all times. To solve the problem, in this paper, it is proposed that new design method of server number to maximize the satisfaction level of customer and server by the hzzy concept which is applied to the queuing system.

• The Journal of the Korea Contents Association
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• v.17 no.1
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• pp.270-286
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• 2017

Managing waiting experience is critical for providing service because waiting is an inevitable experience. We explored the factors which influence the waiting experience of the customers and the experience they face, in order to find out the meaning of waiting experience of the customer. As a result, we investigated a holistic sequence divided into four stages. When the customers wait for the service, perceived time would be increased by Zeigarnik effect. How long the customers feel when waiting is largely affected by a gap between waiting time and the perceived time, rather than the perceived time itself. Furthermore, the customers showed a tendency to have hard time immersing in the media due to considering others. Additionally, we could find that waiting time after giving an order is relatively more important than the waiting time before the order. Based on the results, the service provider should convey a feeling of completion by fitting the end point of the media to the point when the customer receives the service. In addition, high predictability needs to be offered for the customers in order to predict the exact waiting time. Finally, the customers should feel as if they take the initiative during waiting time.

• 한국HCI학회:학술대회논문집
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• 2008.02b
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• pp.165-169
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• 2008

무선 네트워크의 대역폭 향상 및 무선 단말기의 컨버전스화로 인해 다양한 데이터 서비스가 기능해 지고 있으며 특히 대기 화면은 이러한 모바일 서비스의 Entry Poin 로써 서비스 제공자 및 사용자의 요구에 의해 좀 더 많은 Customize 가 가능한 공간으로 점차 진화하고 있다. 이에 따라 국 내외 이동 통신사와 단말 제조사들은 각기 개성 있는 대기화면 모바일 위젯 서비스를 출시하고 있으나 대부분의 경우 서비스 제공자의 관점에서 기획되어 아직까지는 사용자들의 높은 호응을 받고 있지 않다고 판단된다. 본 연구에서는 사용자의 Latent 한 Core Needs 를 파악하기 위해 Ethnographic Observation 조사 기법과 Online Survey 및 FGI 를 병행하여 사용자가 일상생활에서 가치를 두는 시사점을 발굴하고 이를 통해 모바일 위젯 서비스를 기획/개발하는데 반영할 수 있는 UI Feature 들을 도출하였다.

• Journal of Korean Society of Transportation
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• v.20 no.1
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• pp.149-156
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• 2002

본 연구는 보행자 시설 중 계단과 대기공간에 대해 공학적으로 합리적인 분석방법을 제공하고 이를 통해 안전하고 편리한 보행시설의 제공을 도모하는 것을 목적으로 하였다. 본 연구를 위해 계단과 대기공간에 대한 외국의 조사방법과 분석방법을 참조, 비교하여 서비스 수준 결정기준을 정하고 용량 값을 산출하여 우리나라 현실에 맞는 적정한 설계기준을 산출하기 위해 노력하였다. 계단의 경우 효과척도로 보행 교통량을 그리고 대기공간에 있어서는 1인당 점유면적을 사용하였다. 현장 조사 결과 계단에서의 보행량은 보행자가 군을 형성했을 경우와 그렇지 않은 경우 최대 보행량에 차이가 나는 것을 고려하여 보행자 군의 형성 여부에 따라 서비스 수준의 기준을 다르게 제시하였으며, 대기공간의 경우에는 1인당 점유면적을 한국인의 평균체형을 기준으로 하여 서비스 수준의 기준을 제시하였다. 계단과 대기공간에 있어서 이러한 조사와 분석을 통해 산출된 결과는 외국의 경우와 다른 값을 나타내는데, 계단에 있어서는 실질적으로 이용할 수 있는 유효계단 폭에 따라 최대 보행 교통량의 타이가 크게 나타났으며, 대기공간의 경우에는 한사람이 점유 할 수 있는 용량상태에서의 공간이 0.2$m^2$/인으로 외국의 경우보다 적게 나타난다.

• The Journal of the Korea Contents Association
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• v.8 no.8
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• pp.74-80
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• 2008

Various mobile contents have been developed with the spread of cellular phones. Above all things, nowadays, an idle application services are developed through competition in mobile phone manufacturers and mobile communication companies. In this paper, we propose that the idle application with text message service is easy to receive and edit. It is complement to function of SMS in use and can be effective information managing method, for example, it arrays messages and uses diary feature to set permissions when it send and receive standardized text message. We expect that proposed service will be adopted without additional cost in wireless units.