• Proceedings of the Korean Society for Quality Management Conference
• /
• 2006.11a
• /
• pp.267-274
• /
• 2006

This paper reports on a study investigating key attributes of service recovery strategies in internet shopping mall. In theses day, service recovery has received important attention in the service operation management literature. Service recovery involves those actions designed to resolve problems, alter negative attitudes of dissatisfied consumers and to ultimately retain these customers. The study examined that service recovery strategies(apology, value added, speed of recovery, empowerment) impact on the customer satisfaction and customer loyalty with SEM(Structural Equation Modeling). This study can be used a strategic implication for internet shopping mall managers to develop successful service recovery strategies.

• Journal of Information Display
• /
• v.2 no.4
• /
• pp.63-67
• /
• 2001

The switching power loss due to the panel capacitance during sustain period in AC PDP driving system can be minimized by using the energy recovery circuits. We proposed a new energy recovery circuit, SER1 (Seoul national univ. Energy Recovery circuit 1st). The experimental results of its application to a 42-inch surface discharge type AC PDP showed superior performance of SER1 in energy recovery efficiency and low distortion voltage waveform. Energy recovery efficiency of SER1 was measured up to 92.3 %, and the power dissipation during the sustain period was reduced by 15.2 W in 2000 pulse/frame compared with serial LC resonance energy recovery circuit.

• Journal of Distribution Science
• /
• v.16 no.12
• /
• pp.105-113
• /
• 2018

Purpose - This research is intended to suggest ways to enhance customers' satisfaction with service recovery. For this purpose, this study investigated the relationships among perceived justice (distributive, procedural, interactional justice) of service recovery efforts, perceived authenticity of service recovery efforts, the intention to follow advice, and the satisfaction with service recovery. Research design, data, and methodology - This research developed a structural equation model in which the perceived justice (distributive, procedural, interactional justice) and the perceived authenticity are predictors, the satisfaction with service recovery is a dependent variable, and the intention to follow advice is a moderator between the perceived justice (distributive, procedural, interactional justice) and the satisfaction with service recovery. Data were collected from visitors of fast food restaurants in Seoul, Gyeonggi province, and Kangwon province. A total of 330 questionnaires were distributed and 295 responses were collected indicating a response rate of 89.3%. After deleting data having missing value, 288 samples were used for analysis. SPSS 21.0 and AMOS 21.0 were used to test the reliability, validity, model fit, and hypotheses. Results - Empirical results showed that perceived justice, perceived distributive justice, and perceived authenticity had a positive influence on the satisfaction with service recovery. These results indicated that the more highly customers perceived the justice, distributive justice and the authenticity of service recovery efforts, the more they were satisfied with service recovery. And these influences were moderated by the intention to follow advice. Specifically, influences of the perceived justice, the perceived distributive justice, and the perceived authenticity on the satisfaction with service recovery were bigger for people with high intention to follow advice than people with low intention to follow advice. Conclusions - This research contributed to the service recovery literature by showing how perceived justice (distributive, procedural, interactional justice) and perceived authenticity influence satisfaction with service recovery. Moreover, current study introduced the intention to follow advice as moderator of this influence and revealed the moderation role of the intention to follow advice between the perceived justice (distributive, procedural, interactional justice) and the satisfaction with service recovery. Managerially, these results suggested retailing companies some ways to recover from service failure.

• 한국방재학회:학술대회논문집
• /
• 2009.02b
• /
• pp.26-35
• /
• 2009

Efficient recovery assistance for individual households is one of the inevitable issues in management after a disaster. Discussion on how the assistance should be provided to them, however, has been put aside whereas amount or contents of it have been disputed every time a disaster happens. Public support system in a time of disaster in Japan is very complicated because many laws are related to recovery support and each law covers just a part of total recovery needs of affected household. It is difficult to see whole picture of the system for affected households. Therefore, households must have many interactions with various sections in charge of particular assistance service to know the contents of each assistance and requirements to receive it to decide combination of supports they use. It is crucial for efficient recovery assistance operation to manage those customer relations since considerable part of troubles in individual recovery came from failure in each interactions caused by lack of common understanding on each recovery process between them. In this paper, I want to introduce how support system in Japan is fragmented, a case of Anamizu town which adopted a customer-oriented framework of information management system for their assistance operation after Mar. 2007 Noto peninsula earthquake and what was learned from the case.

• Asia Marketing Journal
• /
• v.20 no.3
• /
• pp.83-103
• /
• 2018

The purpose of this research is to investigate the effect of customer-contact employees support on service recovery efforts. Service companies should try to prevent the service failure situation from occurring, but it is realistic that the service failure occurs due to the characteristics of the service. Service recovery efforts of service providers are important because effective responses to service failures can enhance customer satisfaction despite service failures. Social support for customer-contact employees needs to improve service recovery efforts. Specifically, this study focuses on the mediation roles of job burnout and customer orientation in relationship between social support for customer-contact employees and service recovery efforts. Social exchange theory was used as the theoretical underpinning of the research model. Based on reciprocity principle, this paper suppose that support for customer-contact employees and service recovery effort are a kind of social exchange relationship. Social supports for customer-contact employees are categorized into internal and external organization. Internal organization is POS(perceived organizational support) and external organization is customer support. The research model was tested with the data gathered from the flight attendants whose emotional labor intensity was relatively high and the service failure frequently occurred. As a result of analysis, social supports for customer-contact employees classified into organizational support, supervisor support, and customer support are found to have differential impacts on job burnout and customer orientation. It has been found that job burnout of service providers is negatively affecting service recovery efforts. On the other hand, customer orientation of service providers has a positive influence on service recovery efforts. Based on the results of the analysis, we provide practical implications for effective service recovery efforts in service failure situations, and suggest the theoretical implications to explain the process of service recovery effort. Finally, limitations of the study and directions for future research are suggested.

• The Journal of Korean Institute of Communications and Information Sciences
• /
• v.19 no.11
• /
• pp.2067-2080
• /
• 1994

Recently, joint blind equalization and carrier recovery for digital mobile transmission system is of growing interest. In this paper, we describe new receiver structure of joint godard blind equalizer and various recovery loop for QAM modulated signal. After a brief review of Godard blind equalizer and MAP estimation Costas loop, Generalized Costas loop, Leclert loop, Angular form loop, we present two kinds of receiver structures for joint blind equalization and carrier recovery. Using a Monto Carlo simulation technique, we can confirm that two kinds of receiver structures operate very well in the steady state.

• Culinary science and hospitality research
• /
• v.22 no.8
• /
• pp.204-218
• /
• 2016

The purpose of this study is to identify the differences in the effect of service recovery efforts on consumers satisfaction, word of mouth intentions, and revisit intentions when exposed to service failure situations. The service failure situation was classified into outcome-related and process-related failures. The service recovery effort was divided into financial and emotional efforts. Using a scenario technique, this study collected data from diners in Daegu and Gyoungbuk province. The results of the empirical analysis show that the effect of service recovery efforts varies depending on types of service failures and recovery efforts. Also, the interaction between service failure types and service recovery efforts was confirmed.

• Culinary science and hospitality research
• /
• v.11 no.3 s.26
• /
• pp.103-120
• /
• 2005

The purpose of this study was to identify the customer dissatisfaction types by demographic characteristics, and examine the effort of service recovery justice on the customers' satisfaction, in order to construct the efficient recovery system fer the restaurant service failure. Also, another purpose of this study was to analyze the effect of customer satisfaction on the word of mouth and the repurchase, and so devise the information measures for the positive relationship between the customers and the domestic restaurants. According to the results of this study, the customer evaluation on service recovery could be explained by the concept of justice. Also, this justice influenced the overall satisfaction on service recovery, and further the satisfaction on service recovery influenced the subsequent positive word of mouth or repurchase intention.

• Journal of Korean Society for Quality Management
• /
• v.47 no.3
• /
• pp.615-630
• /
• 2019

Purpose: Based on the theory of "Stimulus-Organism-Response" (S-O-R), this thesis takes customer forgiveness as a medium variable to explore the impact of merchant service remedy on customer behavior intention in the context of online shopping service failure. This thesis divides the merchant service remedy into two dimensions: spiritual recovery and material recovery, and reveals the influence difference of different merchant service remedy methods on customer behavior intention and the mediating role of customer forgiveness. Methods : 325 questionnaires were distributed and 307 valid questionnaires were collected for data analysis. The relationship between potential variables is proposed by using Structural Equations Modeling. Results : The two dimensions of service recovery have significant positive impact on customer forgiveness, and physical recovery has greater impact on customer forgiveness. In the influence of physical recovery on customer behavior intention, customer forgiveness is a partial mediating effect. However, in the influence of spiritual recovery on customer behavior intention, customer forgiveness is a complete mediating effect. Conclusion : In case of service faults, merchants should take the initiative to provide appropriate physical recovery and provide spiritual recovery sincerely and patiently. Only in this way can they regain good impression in the hearts of consumers and promote them to improve the quality of service recovery, so as to increase their willingness to repurchase Intention and positive word of mouth.

• Journal of Korean Institute of Industrial Engineers
• /
• v.33 no.1
• /
• pp.44-51
• /
• 2007

The purpose of this study was to identify the relationship between the cumulative fatigue of trunk muscles andthe period of recovery time during repetitive lifting and lowering tasks with symmetric and asymmetric postures.Ten subjects participated in the experiment. Subjects had 1, 2, 3, 4 and 5 minutes recovery time respectivelywhile they were performing the lifting and lowering task repeatedly for 3 minutes with the weight equivalent to25% level of MVC. EMG signals from ten trunk muscles were collected and the fatigue level was analyzedquantitatively. In results, the local muscle fatigue was no longer accumulated when 5 minutes recovery time wasgiven in symmetric position. For asymmetric position, it took longer minutes to prevent the fatigue accumul-ation. Different trunk muscles indicated slightly different recovery patterns in terms of MPF (Mean Powerfrequency) value.This result would help ergonomist design the length of recovery time to control the cumulative fatigue of trunkmuscles in industry with repetitive lifting and lowering task.