• 서비스연구
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• 제6권3호
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• pp.57-78
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• 2016

본 연구는 방송 통신 산업에서 기업의 서비스 회복 활동이 고객의 상품 전환율에 미치는 영향을 연구 하는 것이다. 한국의 방송통신시장은 이미 포화상태에 이르렀으며, 서비스 수준이 메이저 회사에 비해 상대적으로 낮은 중소기업들의 고객이동은 점점 증가하는 추세이다. 그리고 일단 한번 이동한 고객은 돌아오지 않는다. 이에 따라, 서비스 기업에게 고객유지는 점점 더 중요해지고 있기 때문에 CRM이 강화되는 추세다. 그러나 대규모 투자와 지속적인 비용이 필요한 CRM은 중소기업에서 운영하기 쉽지 않다. 본 연구에서는 CRM환경이 열악한 기업이 고객의 서비스 실패 상황을 작지만 즉각적인 회복활동이 상품전환에 어떠한 영향을 미치는지를 실 기업데이터를 사례를 통해 검증하고자 하였다. 본 연구에서는, 서비스 실패를 경험한 고객의 이동률이 약 2~5배 (월 평균 전체고객 대상 상품전환율 1.3%)가 높았으며, 적극적인 회복 활동은 상품전환율 감소에 영향을 미친다는 결과를 도출 하였다. 본 연구의 시사점은 고객의 상품전환(Churn) 의사에 따른 서비스 회복활동 보다는 서비스 실패 확인 시 기업의 서비스 회복활동 노력이 상품전환율을 낮추어, 기업의 다양한 서비스 실패 환경에서의 서비스 회복 노력의 중요성을 재차 확인할 수 있었으며, 상품전환(Churn) 의사확인 후 방어활동 비용 대비 상대적으로 저 비용으로 효과를 얻을 수 있다는 결론을 도출 할 수 있었다.

• 한국IT서비스학회지
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• 제15권1호
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• pp.269-287
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• 2016

In general, service failure occurs inevitably and the customers who experienced the greater dissatisfaction have the higher expectations of service recovery. However, most of the previous studies have focused on the evaluation and risk factors of pre-service quality. Thus, this study is contrary to the numerous previous studies and focus on the effectiveness of mobile application advertisement users' perceived perception on service recovery after service fails. A research model presented in this study is based on the Equity Theory and deeply evaluated the effectiveness of Distributive Justice, Interactional Justice, and Authenticity Relevance on Service Recovery. The survey of this study was conducted among 286 users who have experienced a services recovery of mobile application advertising. As a result, among all the factors of users of mobile application advertising, Distributive Justice, Interactive Justice, and Relevance have a positive impact to Satisfaction. In addition, Distributive Justice, Authenticity and Satisfaction also have a positive impact to Trust. Ultimately, Satisfaction and Trust have a positive impact to Service Recovery. The results of this study are expected as a reference for presenting a new business model for mobile application advertising industry, reducing business risk and enriching the related researches.

• The Journal of Asian Finance, Economics and Business
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• 제8권8호
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• pp.593-600
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• 2021

Service failures are fairly common these days, and recovering from them is difficult. If service failures are not addressed quickly, the service provider may lose revenue and customers. A good service recovery strategy will positively impact the business results of the service provider. The study aims to demonstrate the impact of service recovery on the satisfaction and word of mouth of international visitors towards homestays in the Mekong Delta, Vietnam. The research data was collected from 320 international visitors who have used services at homestays and experienced service failures in the Mekong Delta, Vietnam. Structural equation modeling was applied to analyze the data. The result shows that 3 dimensions constitute service recovery which are distributive justice, interactional justice, and procedural justice. Most importantly, the study has proved the positive impact of service recovery on both satisfaction and word of mouth of overseas tourists towards homestays in the Mekong Delta, Vietnam. The results have stressed the importance of service recovery to tourists' perceptions of service quality and service image. In addition to this, the study suggests that homestay owners should develop risk handling and risk prevention plans for their services.

• 한국직업건강간호학회지
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• 제25권1호
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• pp.9-18
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• 2016

Purpose: This study was conducted to identify the factors affecting container terminal worker's recovery experience from job stress. Methods: The subjects were 299 workers from one S dock in P city. Data were collected from April 5 to June 5, 2015 and analyzed by SPSS/WIN 18.0 program using descriptive statistics, t-test, ANOVA, $Sheff{\acute{e}}$ test, Pearson's correlation coefficients, and logistic regression. Results: The mean scores of job stress, ego-resilience, and recovery experience from job stress were 47.18, 46.90, and 49.17 respectively. Recovery experience according to the general characteristics showed significant correlation between daily exercise. There was a significant negative correlation between recovery experience and job stress, and a positive correlation between recovery experience and ego-resilience. Recovery experience was 2.54 times higher for a high ego-resilience group than for a low ego-resilience group, and the group that exercised was 2.25 times higher, than the non-exercising group. The group with a low level of interpersonal conflict was 1.97 times higher, than a group with a high level of interpersonal conflict. Conclusion: Based on this study, intervention programs to increase ego-resilience, decrease interpersonal conflict, and encourage over 30-minute-daily exercise for in container terminal workers should be developed to improve recovery experience of job stress.

• Journal of Communications and Networks
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• 제6권3호
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• pp.235-244
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• 2004

There have been a lot of approaches to evaluate and predict transmission control protocol (TCP) performance in a numerical way. Especially, under the recent advance in wireless transmission technology, the issue of TCP performance over wireless links has come to surface. It is because TCP responds to all packet losses by invoking congestion control and avoidance algorithms, resulting in degraded end-to-end performance in wireless and lossy systems. By several previous works, although it has been already proved that overall TCP performance is largely dependent on its loss recovery performance, there have been few works to try to analyze TCP loss recovery performance with thoroughness. In this paper, therefore, we focus on analyzing TCP's loss recovery performance and have developed a simple model that facilitates to capture the TCP sender's behaviors during loss recovery period. Based on the developed model, we can derive the conditions that packet losses may be recovered without retransmission timeout (RTO). Especially, we have found that TCP Reno can retransmit three packet losses by fast retransmits in a specific situation. In addition, we have proved that successive three packet losses and more than four packet losses in a window always invoke RTO easily, which is not considered or approximated in the previous works. Through probabilistic works with the conditions derived, the loss recovery performance of TCP Reno can be quantified in terms of the number of packet losses in a window.

• 한국의류학회지
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• 제35권7호
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• pp.841-855
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• 2011

This study examines the structured model of building fashion customer loyalty by service recovery and scrutinizes the effect of explanations on perceived justice and the proposed model. The data of a total of 300 women were collected through an online survey. Employing structural equation modeling, this study demonstrated that both distributive and interactional justice had a positive impact on customers' satisfaction with service encounter that subsequently led to overall satisfaction with the brand. Overall satisfaction influenced the attitudinal loyalty of customers that induced their behavioral loyalty. To examine the effect of explanations on perceived justice and the process of building fashion customer loyalty by service recovery, t-test and multi-group SEM were employed. The result displayed that the group who received explanations after service failure perceived higher level of justice than the one who did not. There was a significant difference between two groups on the direct path from interactional justice to overall satisfaction with the brand. This study clarifies how perceived justice influences fashion customer loyalty mediating by satisfaction in and confirms the critical role of explanations in service recovery context. By implying the understanding of the important role of explanations in service recovery context, this study provides fashion marketers with insight for delivering more successful service recovery strategies that enhance customer loyalty.

• 대한전자공학회:학술대회논문집
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• 대한전자공학회 2002년도 ITC-CSCC -1
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• pp.429-432
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• 2002

The existing recovery technique using the logging technique in the client/sewer database system only administers the log as a whole in a server. This contains the logging record transmission cost on the transaction that is executed in each client potentially and increases network traffic. In this paper, the logging technique for redo-only log is suggested, which removes the redundant before-image and supports the client-based logging to eliminate the transmission cost of the logging record. Also, in case of a client crash, redo recovery through a backward client analysis log is performed in a self-recovering way. In case of a server crash, the after-image of the pages which needs recovery through simultaneous backward analysis log is only transmitted and redo recovery is done through the received after-image and backward analysis log. Also, we select the comparing model to estimate the performance about the proposed recovery technique. And we analyzed the redo and recovery time about the change of the number of client and the rate of updating operation.

• 식품보건융합연구
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• 제7권3호
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• pp.25-32
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• 2021

This study examined the effects of kinesio taping on recovery from fatigue induced by an exercise of concentric contraction using an isokinetic machine. The fatigue was introduced by a mode of exercise at 60°/sec, 50 repetitions for three sessions. The changes of blood ammonia, lactate, LDH, and CK as a marker of fatigue were monitored. Eight healthy collegiate students participated in two experiments; 1) kinesio taping application condition and 2) no kinesio taping application condition. Before experiments, their physical characteristics were measured. For the experiment, blood samples were taken before and immediately after exercise, and 24hr as well as 72hr of recovery period. Window SPSS package 12.0 version was used and one-way ANOVA with repeated measures were employed. The results were as follows. 1) Blood ammonia tended to reduce along the recovery, but no differences between conditions were noticed. 2) Blood lactate tended to reduce during the recovery period, but differences between conditions were not noticed. 3) The LDH was not different between conditions and CK tended to reduce during the recovery period, but differences between conditions were not noticed. Based on the results, kinesio taping did not influence on recovery phase of blood ammonia, lactate concentration, LDH, and CK.

• Journal of Biosystems Engineering
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• 제31권1호
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• pp.46-51
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• 2006

This study was carried out to recover phosphorus in animal wastewater using a magnesium source. $MgCl_2$, as a magnesium source, was shown a SP (soluble phosphorus) recovery rate of 98% in both the aeration and the NaOH tests to adjust pH around 8.5. In case of MgO, the recovery rate of SP were 88% with the aeration and 58% with the NaOH. In case of ammonia nitrogen recovery, $MgCl_2$ was shown the recovery rate of 17% with aeration and 18% with NaOH. MgO was shown the ammonia recovery rate of 18% with aeration and 11% with NaOH. At low temperature of $6-8^{\circ}C$ with the animal wastewater from piglet stall, the recovery rate of SP was shown 95% with NaOH and 92% with aeration using $MgCl_2$. The recovery rate of ammonia nitrogen was shown 9% with NaOH and 12% with aeration, respectively. It was observed that the pH can be raised by aeration. The reaction was completed within 5 minutes and the struvite cristal structure was formed and could be observed with an electronic microscope.

• 청정기술
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• 제5권2호
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• pp.53-61
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• 1999

대형 산업용 환경폐기물 처리 및 열병합 플랜트의 연소 및 소각 공정 후 발생하는 배기가스의 폐열회수장치 설계 방법을 제시하였다. 본 연구는 폐열회수장치의 기본 설계 개념을 폐열회수를 위한 보일러와 폐열을 이용한 증기 동력 사이클로 구성되는 것으로 가정하였고, 폐열회수장치에 필요한 각 구성요소들에 대한 모델링 기법과 그에 따른 설계 기준 및 설계 개념을 기술하였다. 또한 본 설계방법을 이용하여, 동일한 배기가스 조건에 대해, 폐열회수 보일러의 작동 압력 및 폐열회수 열교환기 설계에 따라 폐열회수장치의 열성능이 어떻게 변화되는지를 검토하였다.