• Journal of Korean Society for Quality Management
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• v.33 no.4
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• pp.12-20
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• 2005

Supply chain management is a total systems approach to delivering manufactured products to the end customer. Using information technology to coordinate all elements of the supply chain from parts suppliers to retailers achieves a level of integration that is a competitive advantage not available in traditional logistics systems. On the other hand, service chain management is an analogous systems approach that is especially suitable for delivering mobile services such as parcel delivery, cable installation, and home health care. The key elements that distinguish service supply chain management from supply chain management are bidirectional optimization, management of productive capacity, and management of perishability. The purpose of this study is to maintain the construction of service chain management by proving that service quality in after-sales service can be improved through service chain management. First of all, supply chain management, service quality, and service chain management were introduced in theoretical research. In empirical research, it was selected the domestic enterprise that produce electronic appliances with after-sales service, and some customers using the enterprise's after-sales service in the metropolitan area were selected as a sample by convenience sampling method and examined.

• Journal of Korean Society for Quality Management
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• v.31 no.2
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• pp.1-16
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• 2003

The purpose of this research is to examine the influence of after sales service quality in the Korean home appliance. This study is assumed that after sales service quality is composed of prices of service and corporate image as well as technical quality and functional quality. Also, this study examined that how after sales service quality have influence on the repurchase and word-of-mouth effect, and the relationship between the repurchase and word-of-mouth effect was identified in this research. To perform the empirical study, 204 questionnaires from persons who experience taking after sales services with charge for their home appliance are gathered and analyzed. The results make contribution to the Korean home appliance manufacturing company to newly recognize about the factors of after sales services quality. Further empirical or theoretical study for finding the factors of after sales services quality can be recommended in the presence of competitive service industry.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.32 no.1
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• pp.137-146
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• 2009

Researches on after-sales quality have centered on home electric appliances, figuring out how factors influencing after-sales service quality are causally related to customer's behavioral intentions, via consumer satisfaction as an intermediary parameter In most cases of after-sales service in home electric appliances, upon customer's request, service agents make a visit to where the appliance is installed, and check the product and do repairs. However, in case of a small portable device such as a cell phone, which people carry around at all times, most of the times customers themselves show up at the after-sales center, and demand a check-up and repairs. The main difference here is that the after-sales services are provided when a product can no longer perform its basic function and customer dissatisfaction is already up. In this case, the basic function of a product corresponds to must-be factor according to Kano model. The goal of our research is to identify critical factors for effective and efficient after-sales service, and how to monitor them on a routine basis. In our research, the quality after-sales service consists of three dimensions, interactive quality, result quality, and physical environment quality. We set up variables for each dimension, which would measure from customer's perspective key determining factors in service delivery process. Instead of focusing on customer satisfaction aspect, we focused on how after-sales service factors contribute to addressing customer complaints. Additionally, our future research would aim to verify how customer's behavioral intentions are affected, as the resolution of consumer complaints becomes more successful when adjustment of relevant quality factors improves after-sales service quality.

• 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.

• Journal of Korea Technology Innovation Society
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• v.3 no.3
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• pp.85-101
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• 2000

The purpose of this study is to test whether prices of personal computers reflect their varying degrees of non-marketable characteristics including after-sales service. This purpose is carried out using the hedonic price model. In this paper, we estimated 74 functional forms of hedonic price model using the quadratic Box-Cox transformation function and selected one based on the three criteria: expected signs, the statistical significance of estimated coefficients, and goodness of fit in terms of root-mean-square-percentage-error. In this study, we found hat as the after-sales service level increases the price of the personal computer increases. This result is consistent with the hypothesis that the less after-sales service offered with a personal computer, the less consumers are willing to pay for the personal computer, when all else remain constant. This finding shows that since the market works indirectly to influence pricing, the need to rely on consumer protection legislation to guarantee after-sales service is lessened. This study also found that after-sales service supported by each personal computer producer is not a free service, thus produces have a profit incentive for providing after-sales service.

• Journal of Family Resource Management and Policy Review
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• v.18 no.1
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• pp.141-162
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• 2014

The purpose of this research is to suggest some measures to improve policy issues by analyzing policy related to a child care service program in the community. Gilbert and Terrell's social policy analysis framework is used to analyze an after-school care service program for elementary school children. Furthermore, the Elementary Care Class(including the After-school Program), Youth After-school Academy, and Community Child Center, referred to as public care services, are employed to analyze community care service programs for children. The Elementary Care Class, Youth After-school Academy and Community Child Center are very similar in terms of the contents and application of the care service program for children, and mainly serve children in low-income groups. In addition, although user overlapping is an inevitable problem because the operating time of the Elementary Care Class and After-school Program coincides with that of the Youth After-school Academy and Community Child Center, it is structurally very hard to adjust the content of service, operating time, and so on because of differences in the delivery system for each program. Therefore, it is necessary to generate a unified delivery system to manage after-school care service programs for children and create a new special control tower to solve these problems. Furthermore, it is needed to extend the services to children from general double-income family, which is a blind spot of the care service.

• Korean Institute of Interior Design Journal
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• v.22 no.1
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• pp.256-264
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• 2013

A bathroom in house has been stressed not only as a space for physiology and hygiene but also leisure and healthcare. However, the bathroom is the most likely space where an elderly person can have an accident and it is uncomfortable space for them because of their deteriorating physical ability. So the purpose of this study is to help the elderly use their bathroom conveniently by providing smart service. Therefore, we carry out 18 smart service patterns that contain assistive devices and sensors for bathroom. Considering applicability and frequency, from among these service patterns, we suggest 4 service patterns. First is a fall prevention service. This service helps elderly use the bathroom safely at night. Second is a getting ready to go out service. This service helps the situation that elderly use the bathroom after getting up in the morning. Third is a security service in daily life especially before or after meals. And final is a service regarding personal hygiene service after returning home. This service helps to shower or bathe after return home. These services have positive influence in medical expense reductions, good health care and self-reliance of elderly.

• Journal of Families and Better Life
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• v.33 no.6
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• pp.51-63
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• 2015

This study explored the effects of after-school services on whether they reduced the possibility of self-care of children. In terms of characteristics of the use of after-school services, it focused on the 1) types, 2) diversity, and 3) use patterns of the after-school services. For the analysis, it used data of the cohort of elementary-school children from the Korean Children and Youth Panel Survey. The main findings are as follows. First, private mentoring and after-school services provided by welfare centers reduced the possibility of self-care. Second, when the total amount of educational time was controlled, the diversity of participating after-school services did not explain the possibility of self-care. Third, when the total amount of educational time was controlled, the use patterns of after-school services did not explain the possibility of self-care. Based on these findings, it suggested policy implications and future research.

• Journal of Korean Society for Quality Management
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• v.47 no.3
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• pp.583-595
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• 2019

Purpose: This study aimed to prove that the effect of waiting environment on perceived waiting time and service satisfaction of airline service and airport service procedure. Methods: Survey was conducted by questionnaires that were distributed to international airlines passengers. Survey data were collected 276 copies from 300 copies then analyzed using factor analysis and multi-regression analysis. The measurements of airline service procedure were divided by airlines service and airport service. Airline service segregated as before boarding and after boarding then airport service can be separated before boarding and after deplane by service procedure. Results: According to result, hypotheses were partially accepted. Human environment and Physical environment of airport service before boarding and after deplane were accepted. However perceived waiting time had effect on service satisfaction both airline and airport services. Thus some of variables are correlated among waiting environment. Acceptability as moderating variable has differences on high acceptable group and low acceptable group. Though waiting and delay were caused by controllable or uncontrollable reasons, there are certain negative feeling on waiting and delay on physical environment of airline service. Especially controllable delay and waiting are more negative than uncontrollable reasons. Conclusion: Some suggestions that given from researcher should be implemented to the airline industry to reduce perceived waiting time specially airport service procedure academically and practically.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2007.11a
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• pp.38-42
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• 2007

In this paper, we identify the factors of supplier service quality, and explore the relationships between these factors and customer satisfaction, and between these factors and customer loyalty. Through empirical analysis, the five factors, such as technical ability, information service, service flexibility, delivery reliability, and after service, are identified. The analysis also shows that information service and service flexibility influence customer satisfaction, and service flexibility and after service influence customer loyalty.