• 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.

• Asia Marketing Journal
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• v.17 no.2
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• pp.97-125
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• 2015

In this study, we tried to evaluate the relative importance and find out the differences in consumer perceptions regarding service recovery strategies and the service provider in the distribution industry by using AHP (Analytic Hierarchy Process) analysis method. Therefore in this study, we tried to systematize various recovery strategies which were considered very important during service failure process in the distribution industry and analyze the relative importance for each recovery strategy. We set hierarchy composed of four items of monetary, action-oriented, psychological, and assured level as primary selection criteria and a total of 16 items(indemnity, refund, gift, gift certificate, prompt resolution, exchange, manager support, explanation, apology, empathy, acknowledge, kindness, assortment, after service, manage subcontractor, manage employee) as secondary selection criteria. We tried to take one step further from the service sector and study service recovery strategies specialized in distributor services. This study suggests various implications about service recovery strategies of distributors. First, this study can provide practical implications - e.g. service recovery efforts should be applied differently depending on service channels. There is a perceptual difference with respect to the importance of the types of service recovery strategies between service provider and final customer. Second, we can find theoretical implications in terms of identifying the priorities through hierarchy design of new recovery strategies and comparison of each element from the classifications of the current fractional recovery strategies. We hope to help service providers to build more efficient recovery strategy system based on the results of this study.

• Journal of Information Technology Applications and Management
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• v.26 no.2
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• pp.41-60
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• 2019

O2O(Online-to-Offline) commerce, a kind of multi-channel, is used in various industries such as accommodation, food and beverage, transportation, and real estate. The O2O commerce, a channel of integrating online and offline, overcomes the limitations of traditional online commerce, where a customer made a purchase decision without direct experience. Despite this advantage of O2O, if the online-offline channel is not effectively linked, customer's complaints would occur due to service failure. This study, with regard to O2O service failure circumstances, intends to investigate the effect of customer's perceived justice on their emotional response, recovery satisfaction, followed by intention to repurchase. Perceived justice in this study is composed of distributive justice, interactional justice, and procedural justice. Furthermore, this study explores the moderation effect of O2O industry types in the relationship between perceived justice and emotion. An O2O industry type is classified into accommodation, food and beverage, and transportation. A hypothesized research model was empirically tested using a structural equation model. The current study collected 433 questionnaires and the target respondents are customers who have experienced service failure in O2O commerce. The empirical results showed that O2O commerce more effectively conducts service recovery strategy and causes positive customer response by integrating online and offline channel. One of the ultimate purposes of O2O service providers is to reduce the likelihood of service failures and to recover more quickly and efficiently by linking two channels rather than using a single channel. This study suggested that the O2O channel is effective in influencing customer satisfaction and loyalty by inducing customer's positive emotions in recovering service failure.

• The Journal of the Korea Contents Association
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• v.6 no.6
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• pp.9-15
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• 2006

To obtain realistic composite performance and availability measures, one should consider performance changes that are associated with failure recovery behavior. In this paper we address two modeling approaches, exact composite and approximate, and develop SRN models for these approaches. The former approach is to combine the performance and availability models and yields accurate results but generally faces largeness problem. To avoid the problem, the two level hierarchical model is developed. The upper level model describes the failure and repair behavior of the system and the lower level captures the pure performance aspect of the system, channel allocation and service. It models guard channel and preemptive handoff scheme. As numerical results, blocking and dropping probabilities are given for new call and handoff call, respectively.

• Journal of Digital Contents Society
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• v.6 no.1
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• pp.41-48
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• 2005

In this paper, we propose and evaluate symbol timing recovery algorithm for S-DMT cable modern, which supports more channels and better quality symmetric mutimedia service over HFC network. We adopt timing recovery algorithm of PN sequence insertion in time domain and evaluate the performance of it in various noise channel such as AWGN, ISI, impulse. We verified that performance of this algorithm is depends on the channel noise environment and sampling clock offset and that over 10 dB degradation of Eb/No is occurred at the timing failure probability of $10^3$ in the composite noise channel of AWGN, ISI, and impulse in comparison with impulse noise-alone channel. finally, we verified that this algorithm showed good timing failure probability in case of sampling clock optimization was performed in advance.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.8 no.2
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• pp.371-388
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• 2014

Cognitive Radio (CR) has been recently proposed as a promising technology to remedy the problems of spectrum scarcity and spectrum underutilization by enabling unlicensed users to opportunistically utilize temporally unused licensed spectrums in a cautious manner. In Cognitive Radio Ad Hoc Networks (CRAHNs), data routing is one of the most challenging tasks since the channel availability and node mobility are unpredictable. Moreover, the network performance is severely degraded due to large numbers of path failures. In this paper, we propose the Fault-Tolerant Cognitive Ad-hoc Routing Protocol (FTCARP) to provide fast and efficient route recovery in presence of path failures during data delivery in CRAHNs. The protocol exploits the joint path and spectrum diversity to offer reliable communication and efficient spectrum usage over the networks. In the proposed protocol, a backup path is utilized in case a failure occurs over a primary transmission route. Different cause of a path failure will be handled by different route recovery mechanism. The protocol performance is compared with that of the Dual Diversity Cognitive Ad-hoc Routing Protocol (D2CARP). The simulation results obviously prove that FTCARP outperforms D2CARP in terms of throughput, packet loss, end-to-end delay and jitter in the high path-failure rate CRAHNs.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.27 no.1B
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• pp.13-23
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• 2002

A mobile host is prone to failure due to lack of stable storage, low bandwidth of wireless channel, high mobility, and limited battery life on the wireless network. Many researchers have studied to overcome these problems. For high level Availability in the cellular networks, it is necessary to consider recovery from the failures of mobile support stations as well as mobile as mobile hosts. In this paper, we present modified trickle scheme for recovery from failures of Mobile Support Station based on checkpointing scheme and analyze and compare the performance. We propose and analyze the performance of two schemes : one is waiting recovery scheme for the mobile support station having the last checkpoint and the other is searching the new path to the another mobile support station having the checkpoint.

• The Journal of the Institute of Internet, Broadcasting and Communication
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• v.11 no.4
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• pp.17-22
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• 2011

The underwater environments are quite different from the terrestrial ones in terms of the communication channel and constrains. In underwater wireless sensor network, the probability of node failure is high because sensor nodes are deployed in more harsh environments than the ground based networks and moved by waves and currents. There are researches considering the communication environments of underwater to improve the data transmission throughput. In this paper, we present a checkpointing scheme of the cluster heads that recoveries from a cluster head failure quickly. Experimental results show that the proposed scheme enhances the reliability of the networks and more efficient in terms of the energy consumption and the recovery latency than without checkpointing.

• Advances in aircraft and spacecraft science
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• v.4 no.1
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• pp.53-64
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• 2017

Aerospace Launch Vehicles (ALV) are generally designed with high reliability to operate in complete security through fault avoidance practices. However, in spite of such precaution, fault occurring is inevitable. Hence, there is a requirement for on-board fault recovery without significant degradation in the ALV performance. The present study develops an advanced fault recovery strategy to improve the reliability of an Aerospace Launch Vehicle (ALV) navigation system. The proposed strategy contains fault detection features and can reconfigure the system against common faults in the ALV navigation system. For this purpose, fault recovery system is constructed to detect and reconfigure normal navigation faults based on the sliding mode observer (SMO) theory. In the face of pitch channel sensor failure, the original gyro faults are reconstructed using SMO theory and by correcting the faulty measurement, the pitch-rate gyroscope output is constructed to provide fault tolerant navigation solution. The novel aspect of the paper is employing SMO as an online tuning of analytical fault recovery solution against unforeseen variations due to its hardware/software property. In this regard, a nonlinear model of the ALV is simulated using specific navigation failures and the results verified the feasibility of the proposed system. Simulation results and sensitivity analysis show that the proposed techniques can produce more effective estimation results than those of the previous techniques, against sensor failures.

• Journal of KIISE
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• v.43 no.12
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• pp.1420-1427
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• 2016

This paper proposes a method taking advantage of Fog computing and SDN in the connected vehicle environment which is having an unstable communication channel and a dynamic topology. For this purpose, the controller should understand the current state of the overall network by maintaining recent network topology, especially, the mobility information of mobile nodes. These are managed by the controller, and are important in unstable conditions in the mobile environment. The mobility levels are divided into 3 categories. We can efficiently exploit that information. By utilizing network state information, we suggest two outcomes. First, we reduce the control message overhead by adjusting the period of beacon messages. Second, we propose a recovery process to prepare the communication failure. We can efficiently recover connection failure through mobility information. Furthermore, we suggest a path recovery by decoupling the cloud level and the fog level in accordance with application data types. The simulation results show that the control message overhead and the connection failure time are decreased by approximately 55% and 5%, respectively in comparison to the existing method.