• 한국IT서비스학회:학술대회논문집
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• 2006.05a
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• pp.171-176
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• 2006

우리 경제는 지난해에 그동안의 어려웠던 대 ${\cdot}$ 내외적 경영여건이 호전되고 내수경기의 회복및 수출증가세의 확대되는 등 경기회복속도가 빨라진 모습을 보여주었다. 경기가 나아지고 경기전망이 나아짐에 따라 한국경제가 혁신주도형 경제로 빠르게 전환되고 있으며, 그 중심에 정보화는 기업 및 국가경쟁력 강화를 위한 핵심전략수단으로 입지를 굳혀나가고 있다. 그러나 자금, 인력, 정보, 등의 측면에서 열세인 중소기업의 경우 벤치마킹의 자료나 검증된 성공 ${\cdot}$ 실패 사례의 부족으로 정보시스템 도입과 투자를 망설이고 있는 듯 하다. 그러므로 국내 중소기업의 정보시스템의 도입과 투자를 통한 정보화 촉진을 위해 현재 중소기업에서 실제 운용되고 있는 정보시스템의 투자현황과 수요를 살펴보고, 이를 통해 필요한 정보시스템의 범위와 적용의 기대효과를 예상하여 전반적인 국내 중소기업의 정보화 투자현황의 개선 방향을 제시해보고자 한다.

• The Academic Congress of Korean Shoulder and Elbow Society
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• 2006.11a
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• pp.139-144
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• 2006

견봉 쇄골 관절의 관절염 변화 및 골 용해로 인한 통증 및 기능제한은 보존적 치료를 원칙으로 하며, 보존적 치료에 실패하거나, 활동량이 많은 경우 운동선수일 경우 수술적 치료를 고려할 수 있다. 어떤 방법의 치료를 선택하던 간에 이전의 운동 범위를 얻고 통증없이 근력 및 기능회복을 할 수 있어야 하며, 이를 위해서는 잘 조절된 재활치료를 시행하는 것이 무엇보다 중요하다.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.9 no.1
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• pp.177-186
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• 2014

Failure mode and effect analysis (FMEA) is a systematic approach for identifying potential failures before they occur, with the intent to minimize the risk associated with them. It has been widely used in the various manufacturing industries as a solution to reliability problems. As the importance of the service sector is increasing, however, it has been recently extended to some applications in services. Despite these attempts, FMEA cannot be directly applied to the reliability problems in a service industry. Due to the heterogeneity and customer participation in service process, we cannot perfectly prevent service failures. For this reason, we suggest a new risk priority number with three input parameters that consist of severity, probability of occurrence, and recoverability. In this paper, we propose an approach for assessing service risk and service reliability using the service-oriented risk priority number (S-RPN). An example regarding a hypermarket service process is used to demonstrate the proposed approach.

• Journal of Korea Society of Industrial Information Systems
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• v.13 no.5
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• pp.44-54
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• 2008

The objective of this research is to develop a measurement instrument for service recovery quality in the Internet commerce setting. To this same end, Parasuraman et al.(2005) have devised a scale called E-RecS-QUAL, which we revised and supplemented to develop another instrument named eSR-Q. To guarantee its reliability and validity, this instrument went through the refinement and validation processes for internal consistency and construct validity in terms of convergent, discriminant, and nomological validity. Our final scale consists of four dimensions including responsiveness, compensation, contact, and apologies altogether with fourteen measures. Overall, this research deals with the related research background, the scale development and validation processes, its limitations, and future research directions.

• Korea Journal of Hospital Management
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• v.16 no.1
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• pp.50-76
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• 2011

This study chiefly aims to examine the relations between customer's responsive behavior and service recovery satisfaction in medical service failure. Therefore, this paper deals with the effect of medical service failure severity perceived by customers on complaint behavior and service recovery expectation, the effect of complaint appealing behavior and service recovery expectation on perceived recovery and service recovery satisfaction, and the roles of service recovery(compensation) and recovery fairness as moderating variables. According to the result of this research, it was shown that service failure severity affects complaint behavior and service recovery expectation positively, and compliant behavior and service recovery expectation affects perceived recovery performance and service recovery satisfaction positively. Moreover, the moderating roles of service recovery(compensation) and recovery fairness indicated partially significant results and affected perceived recovery performance and service recovery satisfaction direct positively. The result of this study is expected to provide support when medical institutes establish service recovery strategies.

• Journal of the Korean Society of Clothing and Textiles
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• v.48 no.2
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• pp.254-268
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• 2024

Human agents are increasingly being replaced by chatbots. However, like humans, chatbots can also make mistakes in service delivery by failing to provide accurate answers to customer questions while research on service recovery has been highly focused on human employees. Recognizing the necessity of research on effective chatbot service recovery strategies, this study investigated the relationships among service recovery messages (courteous apology vs. humorous apology), perceived sincerity, recovery satisfaction, and continuous usage intention. An online experiment was conducted with the participants randomly assigned to one of two experimental conditions (courteous apology vs. humorous apology). After using the chatbot developed for this study, the participants completed a questionnaire. The analysis results revealed that, in comparison to the humorous apology, the courteous apology had a higher positive predictive effect on perceived sincerity, Furthermore, perceived sincerity and recovery satisfaction sequentially mediated the relationship between the chatbot's courteous apology and continuous usage intention. In conclusion, this study demonstrates that the courteous apology was a more effective approach as a chatbot service recovery strategy. This study offers insights into crafting recovery service messages for chatbots.

• The Journal of the Convergence on Culture Technology
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• v.6 no.4
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• pp.219-224
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• 2020

One of the main reasons for the commercial failure of various early blockchain-based art trade platforms, including Maecenas, is the lack of clear ways for owners to fully restore ownership of artworks. In this paper, we proposed a procedure for the owner of the artwork to rebuy shares and restore his or her entire ownership in the blockchain system. Using the proposed procedure, we can find a balanced price between the owner and investors, and then restore ownership through a public purchase of the stake. The balanced price can be induced by penalizing the owner for proposing unreasonably low price, and by rewarding investors for deciding reasonable prices. The proposed procedure of restoring ownership is expected to be utilized not only on the block chain-based art trading platform but also on the block chain-based trade platform in other applications.

• Journal of the Korea Institute of Information and Communication Engineering
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• v.23 no.7
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• pp.801-806
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• 2019

Recently, each university has been lecturing a lot on the liberal arts subject by emphasizing software education. However, students are often motivated by the difficulty of learning programming, the inability to recognize why they should learn programming, or even the fact that they do not try. The reason for the resilience is to guide programming learning to have the power to recover from the point of abandonment to proceed with the learning again. In this study, recovery elasticity pre-post-examination was conducted on the parts that learned scratches and those that learned Python. Studies have shown that while Scratch appears to be trying to accept and work harder, Python has been relatively more difficult than Scratch. It is expected that this study will help identify the factors that can sustain programming learning.

• Management & Information Systems Review
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• v.33 no.5
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• pp.155-169
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• 2014

We meet many difficult challenges from many factors such as crime, natural disasters, social unrest, financial problems, employment, and so on. It therefore essential to cope with these negative stressful events to attain a state of personal well-being. Lately in the field of psychology and psychiatry, a concept called 'resilience' has received increasing attention. Resilience embodies the personal qualities that enable one to thrive in the face of adversity. Also it refers to the process of overcoming the negative effect of risk exposure, coping successfully with adversity, and avoiding the negative trajectories associated with risks. Resilience people were expected to do their innovative work behavior well. And SUS(supervisor support), COS(coworker support), OEMC(organizational error management culture) influence the relationship of resilience between Innovative Behavior. This study focused on three question. First, how is resilience relate to individual performance in the organization? And second, are there any moderate factors between resilience and individual performance. As the result of the hierarchical regression analysis, resilience indicates positive effects on IB and IB was predicted by interaction of resilience by SUS and OEMC. Findings in this study indicated that the level of SUS and OEMC should be considered in interpreting the resilience and Innovative Behavior.

• Journal of the Korean Society of Costume
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• v.63 no.3
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• pp.46-60
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• 2013

With a goal of establishing a marketing strategy which allows businesses to hold a dominant position in beauty service industry, this study has attempted to investigate causal relations among behavioral intentions by customer satisfaction once service recovery strategy is recovered depending on customers' emotional responses against service failure. In order to provide relevant data to make correct decisions during management and marketing planning so that better customer satisfaction can be achieved in the beauty service industry, the results of the previous studies on service failure and recovery strategy in the beauty service industry have been examined. Then after selecting i) the efforts to recover service failure, ii) satisfaction after recovery and iii) behavioral intention after satisfaction as causal variables, the relation among these variables were verified using a structural equation model. As a result, an appropriate recovery strategy which is developed after service failure makes customers have positive behavioral intentions when customer satisfaction is achieved just as described in previous studies. Furthermore, it is a critical fact which helps businesses keep their customers in a mature market, where it is hard to attract new customers and create long-term profit. This study empirically supports information on how service failure and related variables occur in the beauty service industry. It is significant in that it has helped beauty service providers build service recovery-related strategies.