• Journal of the Korean Society of Clothing and Textiles
• /
• v.48 no.2
• /
• pp.254-268
• /
• 2024

Human agents are increasingly being replaced by chatbots. However, like humans, chatbots can also make mistakes in service delivery by failing to provide accurate answers to customer questions while research on service recovery has been highly focused on human employees. Recognizing the necessity of research on effective chatbot service recovery strategies, this study investigated the relationships among service recovery messages (courteous apology vs. humorous apology), perceived sincerity, recovery satisfaction, and continuous usage intention. An online experiment was conducted with the participants randomly assigned to one of two experimental conditions (courteous apology vs. humorous apology). After using the chatbot developed for this study, the participants completed a questionnaire. The analysis results revealed that, in comparison to the humorous apology, the courteous apology had a higher positive predictive effect on perceived sincerity, Furthermore, perceived sincerity and recovery satisfaction sequentially mediated the relationship between the chatbot's courteous apology and continuous usage intention. In conclusion, this study demonstrates that the courteous apology was a more effective approach as a chatbot service recovery strategy. This study offers insights into crafting recovery service messages for chatbots.

• 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.

• Journal of Distribution Research
• /
• v.10 no.3
• /
• pp.59-86
• /
• 2005

This study examined whether the efforts of department store for recovering services may be perceived fairly from the standpoint of customers upon any occurrence of service failure, whether such perceived justice contributes to higher customer satisfaction and trust, and whether such customer satisfaction and trust have positive influence on store loyalty of customers, respectively. For this sake, this study investigated relevant literatures, set up some hypotheses to solve main questionable considerations and made a corresponding empirical analysis. For empirical analysis, a questionnaire survey was applied to total 204 customers who experienced in service recovery around domestic major department stores in the last one(1) year. With regard to empirical analysis to verify some hypotheses hereof, this study verified the reliability and validity of each questionnaire item by means of statistical programs like SPSS 10,0 and AMOS 4.0, followed by verifying hypotheses through SEM(structural equation modeling) analysis. These results indicate that positive efforts of department stores for service recovery upon their service failure may bring customer satisfaction and trust in department store, which result in boosting up store loyalty of customers. In this empirical study, it was notably demonstrated that despite any occurrence of service failure, the corresponding efforts of department stores to improve the level of justice perceived by customers in course of service recovery, had positive effects on better customer satisfaction, trust and store loyalty, and these effects induced customer's continuous repurchase, positive WOM(word of mouth) and recommendation about the use of appropriate department store, which may contribute to better its competitive edge.

• The Journal of Korea Institute of Information, Electronics, and Communication Technology
• /
• v.11 no.4
• /
• pp.331-339
• /
• 2018

The IEEE 1588, commonly known as a precision time protocol (PTP), is a standard for precise clock synchronization that maintains networked measurements and control systems. The best master clock (BMC) algorithm is currently used to establish the master-slave hierarchy for PTP. The BMC allows a slave clock to automatically take over the duties of the master when the slave is disconnected due to a link failure and loses its synchronization; the slave clock depends on a timer to compensate for the failure of the master. However, the BMC algorithm does not provide a fast recovery mechanism in the case of a master failure. In this paper, we propose a technique that combines the IEEE 1588 with network bonding to provide a faster recovery mechanism in the case of a master failure. This technique is implemented by utilizing a pre-existing library PTP daemon (Ptpd) in Linux system, with a specific profile of the IEEE 1588 and it's controlled through bonding modes. Network bonding is a process of combining or joining two or more network interfaces together into a single interface. Network bonding offers performance improvements and redundancy. If one link fails, the other link will work immediately. It can be used in situations where fault tolerance, redundancy, or load balancing networks are needed. The results show combining IEEE 1588 with network bonding enables an incredible shorter recovery time than simply just relying on the IEEE 1588 recovery method alone.

• Journal of the Korea Society of Computer and Information
• /
• v.6 no.2
• /
• pp.27-33
• /
• 2001

In this thesis, we present a simple and efficient recovery method, called ARIES/SR(ARIES/Selective Redo) which is based on ARIES(Algorithm for Recovery and Isolation Exploiting Semantics) ARIES performs redo for all updates done by either nonloser transaction or loser transaction, and thus significant overhead appears during restart after a system failure. To reduce this overhead, we propose ARIES/SR recovery algorithm. In this algorithm, to reduce the redo operations, redo is performed, using log record for updates done by only nonloser transaction. Also selective undo is performed. using log record for update done by only loser transaction for reducing recovery operation.

• Journal of the Korean Operations Research and Management Science Society
• /
• v.35 no.3
• /
• pp.1-24
• /
• 2010

As the Internet is explosively growing and the market is rapidly globalized, many entrepreneurs have been given an impetus to take on the function of the intermediation between providers and customers. Organizations performing the mediating roles in the cyberspace are termed 'cybermediary' and often called 'Openmarket' as a kind of transactional cybermediary in Korea. Despite sustainable growth of Openmarket, customer complaints and damages are increasing because of absence of recovery standards after a service failure. Therefore, it is important that a service provider converts dissatisfied customers to advocates for the growth of the Openmarket. This study aims to examine the role of recovery of the service failures for the Openmarket by proposing a relationship between complaint handling and continuance based on the equity theory. From the empirical results, we found that interactional equity had significant effects on both overall service satisfaction and recovery satisfaction, while procedural equity significantly influenced only recovery satisfaction. Recovery satisfaction also had an impact on overall service satisfaction and each satisfaction factor was positively related to continuance intention.

• International Journal of Aeronautical and Space Sciences
• /
• v.3 no.2
• /
• pp.31-39
• /
• 2002

In this paper, KOMPSAT-2 on-board fault and ground recovery management design is addressesed in terms of hardware and software components which provide failure detection and spacecraft safing for anomalies which threaten spacecraft survival. It also includes ground real time up-commanding operation to recover the system safely. KOMPSAT-2 spacecraft fault and recovery management is designed such that the subsequent system configuration due to system initialization is initiated and controlled by processors. This paper will show that KOMPSAT-2 has a new design feature of CPU SEU mitigation for the possible upsets in the processor CPUs as a part of on-board fault management design. Recovery management of processor switching has two different ways: gang switching and individual switching. This paper will show that the difficulties of using multiple-processor system can be managed by proper design implementation and flight operation.

• Journal of Communications and Networks
• /
• v.16 no.5
• /
• pp.534-547
• /
• 2014

Large-scale failures resulting from natural disasters or intentional attacks are now causing serious concerns for communication network infrastructure, as the impact of large-scale network connection disruptions may cause significant costs for service providers and subscribers. In this paper, we propose a new framework for the analysis and prevention of network service disruptions in large-scale failure scenarios. We build dynamic deterministic and probabilistic models to capture the impact of regional failures as they evolve with time. A probabilistic failure model is proposed based on wave energy behaviour. Then, we develop a novel approach for preventive protection of the network in such probabilistic large-scale failure scenarios. We show that our method significantly improves uninterrupted delivery of data in the network and reduces service disruption times in large-scale regional failure scenarios.

• KSII Transactions on Internet and Information Systems (TIIS)
• /
• v.7 no.2
• /
• pp.271-287
• /
• 2013

We propose a new multipath-based reliable routing protocol on MANETs, Multipath-based Reliable routing protocol with Fast-Recovery of failures (MRFR). For reliable message transmission, MRFR tries to find the most reliable path between a source and a destination considering the end-to-end packet reception reliability of the routes. The established path consists of a primary path that is used to transmit messages, and the secondary paths that are used to recover the path when detecting failures on the primary path. After establishing the path, the source transmits messages through the primary path. If a node detects a link failure during message transmission, it can recover the path locally by switching from the primary to the secondary path. By allowing the intermediate nodes to locally recover the route failure, the proposed protocol can handle the dynamic topological change of the MANETs efficiently. The simulation result using the QualNet simulator shows that the MRFR protocol performs better than other protocols in terms of the end-to-end message delivery ratio and fault-tolerance capability.

• Nuclear Engineering and Technology
• /
• v.33 no.1
• /
• pp.1-11
• /
• 2001

In contrast with conventional fieldbus researches which are focused merely on real-time performance, this study aims to evaluate the real-time performance of the communication system including fault-tolerant mechanisms Maintaining performance in presence of recoverable faults is very important in case that the communication network is applied to a highly reliable system such as next generation Nuclear. Power. Plant (NPP). If the tie characteristics meet the requirements of the system, the faults will be recovered by fieldbus recovery mechanisms and the system will be safe. If the time characteristics can not meet the requirements, the faults in the fieldbus can propagate to the system failure. In this study, for the purpose of investigating the time characteristics of fieldbus, the recoverable faults are classified and then the formulas that represent delays including recovery mechanisms are developed. In order to validate the proposed approach, we have developed a simulation model that represents the Korea Next Generation Reactor (KNGR) NSSS Process Control System (NPCS). The results of the simulation show us the reasonable delay characteristics of the fault cases with recovery mechanisms. Using the simulation results and the system requirements, we also can calculate the failure propagation probability from fieldbus to outer system.