• Journal of Information Technology Applications and Management
• /
• 제26권2호
• /
• pp.41-60
• /
• 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.

• 한국의류학회지
• /
• 제48권2호
• /
• 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
• /
• 한국방재학회 2009년도 정기 학술발표대회
• /
• 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.

• 한국유통학회지:유통연구
• /
• 제10권3호
• /
• pp.59-86
• /
• 2005

본 연구는 백화점에서 서비스 실패가 발생한 경우, 백화점의 서비스 회복노력을 고객의 입장에서 공정하게 지각하느냐와, 지각된 공정성이 만족과 신뢰의 수준을 높였는가, 이와같은 만족과 신뢰가 점포 애호도에 긍정적인 영향을 미치는가를 연구하고자 하였다. 이를 위하여 문헌연구와 연구문제 해결을 위한 가설 설정, 그리고 이에 대한 실증분석을 실시하였다. 실증 분석은 국내 주요 백화점에서 최근 1년 이내 서비스 회복을 경험한 204명의 고객들을 대상으로 진행하였다. 연구가설 검증을 위한 실증분석은 SPSS 10,0. AMCS 4.0 통계프로그램을 이용하여 설문 문항에 대한 신뢰성과 타당성들 결정한 후, 구조방정식 모형분석에 통하여 가설을 검증하였다. 연구결과 백화점의 서비스 실패에 대합 적극적인 서비스 회복노력이 고객만족과 백화점에 대한 신뢰를 가져오고, 이러한 만족과 신뢰가 점포 애호도를 증가시킨다는 것을 확인하였다. 본 연구의 시사점은 백화점에서 서비스 실패가 발생하였다. 하더라도 서비스 회복과정에서 고객이 지각하는 긍정성의 수준을 향상시킴으로써, 고객만족과 신뢰, 점포 애호도의 증가로 고객의 지속적인 재구매, 긍정적인 구전, 백화점 이용 추천을 유발하여 백화점의 경쟁력 향상에 기여할 수 있다는 점을 실증연구를 통하여 확인하였다는 점이다.

• 한국정보전자통신기술학회논문지
• /
• 제11권4호
• /
• pp.331-339
• /
• 2018

IEEE 1588은 측정 및 제어 시스템에서 사용되는 네트워크의 정확한 시각 동기 표준(PTP, Precision Time Protocol)이다. Best Master Clock (BMC) 알고리즘은 PTP에서 최적의 마스터-슬레이브 계층을 선택하기 위해 사용한다. 슬레이브가 마스터와의 링크 장애 또는 현재의 시각 동기 에러가 발생하였을 때, BMC는 자동으로 다른 마스터 신호를 수신할 수 있도록 한다. 이때의 슬레이브 클럭은 마스터 신호의 장애 보상 시간 값에 따라 달라진다. 그러나 BMC 알고리즘에서는 마스터 클럭의 장애 발생에 따른 빠른 고장 복구 방안은 전혀 고려하지 않았다. 이에 본 논문에서는 네트워크 본딩 (Bonding) 기술을 적용하여 마스터 클럭의 장애에 따른 빠른 복구 방안을 제시하였다. 본 연구는 리눅스 시스템의 PTP livery 데몬(Ptpd)과 IEEE 1588의 특정 프로파일을 사용하였으며, 본딩 모드를 통해서 제어하도록 하였다. 네트워크 본딩 기술은 둘 이상의 네트워크 인터페이스 신호를 하나의 네트워크 인터페이스에 전송하기 위해 신호를 결합하는 과정에 대한 것으로, 네트워크의 이중화와 성능 향상을 제공한다. 본딩 기술은 만약 하나의 링크에서 장애가 발생하면, 본딩되어 있는 다른 링크를 통해서 즉각적으로 신호 전달이 가능하기에 네트워크의 이중화 또는 부하 분산 등에 사용한다. IEEE 1588만 적용한 것과 대비하여 IEEE 1588 기술과 네트워크 본딩 기술을 결합한 네트워크 복구 기술의 뛰어난 성능을 본 논문을 통하여 증명하였다.

• 한국컴퓨터정보학회논문지
• /
• 제6권2호
• /
• pp.27-33
• /
• 2001

본 논문에서는 ARIES를 기반으로 하는 ARIES/SR이라 명명된 간단하고 효과적인 회복 기법을 제안한다. ARIES는 거래가 완료되었거나 완료되지 않았거나 관계없이 모든 거래에 의해 수행된 갱신 연산에 대해 재수행을 수행한다. 따라서 시스템 고장 후 회복시 큰 부담이 존재한다. 따라서 이러한 부담을 줄이기 위해 ARIES/SR이란 새로운 회복기법을 제안한다. 이 기법에서는 재수행 연산을 줄이기 위해 완료된 거래에 대해서만 재수행 연산을 수행한다. 또한 미 완료된 거래에 대해 조건적인 철회를 수행함으로써 회복에 필요한 연산의 횟수를 줄일 수 있는 방법이다.

• 한국경영과학회지
• /
• 제35권3호
• /
• 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
• /
• 제3권2호
• /
• 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
• /
• 제16권5호
• /
• 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)
• /
• 제7권2호
• /
• 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.