• Journal of the Korean Society for information Management
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• v.30 no.2
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• pp.35-59
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• 2013

The aim of this study is to investigate the role of information service failure severity within existing framework of service recovery justice research and analyse the effects of the attribution of service recoveries on recovered user satisfaction and revisit. For empirical analysis, A total of 452 valid questionnaires were used to analyse the data gathered from university students who experienced the information service failures of university library. Some findings of the research are as follows: First, service failure severity has negative effect on service recovery justice. Second, procedural and interactional recovery justice has positive effect on recovered user satisfaction. Third, service recovery justice has significant influence on procedural and interactional justice. Finally, recovered user satisfaction has positive effect on user revisit and mouth of word.

• 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 Global Scholars of Marketing Science
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• v.16 no.2
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• pp.27-54
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• 2006

As maintaining customer long term relationship is critical factor for improving to firm value as well as customer lifetime value, the academicians and practitioners have paid attention to customer defection. It is said that service failures are key factors to customer defection or customer switching(Keaveney 1995 etc.). This study examines that the effect on customer defection of service failures is differential according to the various customer-firms relationship characteristics. We consider relationship duration, usage level, decision making influence, industry knowledge and switching cost as customer-firm relationship characteristics based on marketing literature. Predictions are developed and tested using Internet service provider(ISP) user survey data(n=212). Results show that the customer-firms relationship characteristics/above variables) play a moderating roles in the service failures and customer defection links.

• 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.

• 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.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.

• Proceedings of the Korea Information Processing Society Conference
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• 2009.11a
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• pp.481-482
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• 2009

늘어나는 고품질 멀티미디어 서비스를 위해 이더넷 상에서 시간에 민감한 서비스들의 안정적인 전송을 위해 많은 연구가 진행 중에 있으며, 시간에 민감한 트래픽들의 저지연성을 보장하기 위한 한 방법으로 특정 트래픽에 대한 대역폭 예약 방법이 있다. 현재 IEEE 802.1Qat 진행중인 MSRP(Multiple Stream Registration Protocol)에서 서비스에 대한 대역폭 예약 실패에 대한 처리방법이 완전하지 않기 때문에 기존의 MSRP에서 발생할 수 있는 대역폭 예약 실패 상황에 대한 처리방법을 제시하여 좀 더 안정성 있는 예약 시스템을 제안한다. OPNET으로 구현한 시뮬레이션 모델을 이용하여 제안한 방법과 기존의 방법간의 네트워크 사용률을 비교한다.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 1998.11a
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• pp.437-441
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• 1998

1990년 중반 경에 주문형 비디오 서비스와 같은 고품질 실시간 대화형 멀티미디어 서비스가 많은 기대에도 불구하고 서비스 실용화에는 실패했었다. 실패의 주 요인으로는 충분한 대역폭 및 품질 보장 서비스를 지원하는 기반 네트워크의 부재 때문으로 현재 56Kbps 모뎀 혹은 64Kbps ISDN 통신망이 주요 통신 기반이다. 한편, 컴퓨터 저장 장치 기술의 눈부신 발전으로 인해 저장장치 가격이 기하급수적으로 내리고 있다. 이러한 사실과 디지털 형태로 정적.동적 멀티미디어 정보를 댁내 저장장치로의 비실시간 전송 기술은 저속통신망에서의 새로운 개념의 다양한 멀티미디어 서비스 응용을 가능하게 한다. 서비스 예로는 오락 및 교육 컨텐츠 전달, 내장 참조링크, 그리고 시청 중 방송 프로그램 캡쳐 응용들이 있다. 이는 사용자와의 상호대화 없이 임의의 시간(예, 통신망 사용율이 낮은 시간대)에 멀티미디어 컨텐츠를 전달하고 자유로운 시간대에 서비스 사용을 가능하게 하며, 또한 멀티캐스트 기능을 활용함으로써 서버 및 통신망의 부담을 격감시키는 효과를 가진다. 이 논문에서는, 댁내 저장장치를 활용한 저속통신망에서의 Anytime 멀티미디어 서비스의 구조를 제안하였다.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.22 no.6
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• pp.385-397
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• 2021

This study examined service failure and recovery of domestic ethnic food restaurants based on a model of the repercussions of service failure dealing with seriousness and control and the cause-and-effect relationships among the variables relevant to the quality of relationships -trust, satisfaction, and loyalty. This study provides valuable information for Korean restaurant managers regarding food service failure and response plans by collecting data from actual Japanese tourists visiting ethnic food restaurants. The results suggested that it is important to develop a strategy to present the distributional fairness to customers who recognize the seriousness of service failure to control the situation promptly. These results can be used to establish more systematic business plans, improving customer management and firm performance. The advantage of this research is that it is time for substantial research data on the booming domestic restaurant industry and service quality to overcome the current recession and grow and solidify the current restaurant market.

• 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.