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

• Journal of Service Research and Studies
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• v.6 no.3
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• pp.57-78
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• 2016

The purpose of this research is to study how service recovery activities influence customers' commodity churning in the media telecommunication industry(CATV industry). Put it differently, we tried to identify this change of commodity churning rates by the stages of service failures, by which we intend to emphasize the importance of service recoveries. Korean media telecommunication market has already been saturated; customers tend to move to bigger major companies with better customer care increasingly. As once customers gone never returns, CRM functions are being reinforced over the time. We were able to have the following results. First, turning rates, for those experienced service failure, who were dissatisfied with service recovery activities are 2~5 times (monthly average turning rates are 1.3%) higher than those satisfied. Secondly, active service recovery activities at the customer's service request after experiencing service failure lowered churning rates significantly. The most effective timing is service recovery activities pre-recovery stage. Thirdly, reward activities after service recovery activities at the immediate recovery stage is more effective than service recovery at the arranged recovery schedule and reward activities after customer's expressing churning intension. The implications of this study are that firms should engage in service recovery activities at the time of identifying service failures, prior to customer's expressing churning intention, which means relatively lower ROI for the service recovery activities than the times of customers' expressing churning intention.

• Journal of Power Electronics
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• v.15 no.5
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• pp.1367-1379
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• 2015

A hybrid HVDC system that is composed of line commutated converter (LCC) at the rectifier side and voltage source converter (VSC) in series with LCC at the inverter side is studied in this paper. The start-up strategy, DC fault ride-through capability, and fault recovery strategy for the hybrid HVDC system are proposed. The steady state and dynamic performances under start-up, AC fault, and DC fault scenarios are analyzed based on a bipolar hybrid HVDC system. Furthermore, the immunity of the LCC inverter in hybrid HVDC to commutation failure is investigated. The simulation results in PSCAD/EMTDC show that the hybrid HVDC system exhibits favorable steady state and dynamic performances, in particular, low susceptibility to commutation failure, excellent DC fault ride-through, and fast fault recovery capability. Results also indicate that the hybrid HVDC system can be a good alternative for large-capacity power transmission over a long distance byoverhead line.

• Journal of the Korean Society of Radiology
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• v.83 no.5
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• pp.1104-1108
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• 2022

Myocardial calcification can develop owing to several conditions. It is a rare complication following sepsis and renal failure. We report a case of rapid development of left ventricular mid-wall calcification observed using CT and cardiac MRI in a patient after recovery from sepsis and acute renal failure.

• International journal of advanced smart convergence
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• v.1 no.2
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• pp.26-29
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• 2012

Recently, to efficiently support the real-time requirements of RTLS( Real Time Location System) services, interest in the main memory DBMS is rising. In the main memory DBMS, because all data can be lost when the system failure happens, the recovery method is very important for the stability of the database. Especially, disk I/O in executing the log and the checkpoint becomes the bottleneck of letting down the total system performance. Therefore, it is urgently necessary to research about the recovery method to reduce disk I/O in the main memory DBMS. Therefore, In this paper, we analyzed existing log techniques and check point techniques and existing main memory DBMSs' recovery techniques for recovery techniques research for main memory DBMS.

• Journal of KIISE:Computer Systems and Theory
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• v.27 no.7
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• pp.675-683
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• 2000

For real time services of multimedia applications, storage systems should provide data without degrading their performance. Since it is very important to recover data immediately at a disk failure, the disk recovery system is required. This paper presents a hybrid recovery scheme which prevents degraded the performance on a single disk failure at RAID level 5 architecture until the failed disk is replaced with a new disk. The proposed scheme is very economical compared to previous spare disk schemes because it does not use extra disks. The performance of the proposed scheme is evaluated and analyzed with that of the RAID level 5 for various requested sizes through the simulation. The results show that the performance of the proposed scheme is improved up to 20 percents at the failure mode and 80 percents at the reconfigured mode. After a multimedia server system has been built with a RAID controller and hard disks, the data recovery performance of the propose scheme are compared with the results of simulation.

• Journal of KIISE:Information Networking
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• v.31 no.2
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• pp.233-241
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• 2004

In this paper, we propose a packet-lossless fast rerouting scheme at a link/node fault in MPLS (Multiprotocol Label Switching) network with minimized accumulated buffer delay problem at ingress node. The proposed scheme uses a predefined, alternative LSP (Label Switched Path) In order to restore user traffic. We propose two restoration approaches. In the first approach, an alternative LSP is initially allocated with more bandwidth than the protected working LSP during the failure recovery phase. After the failure recovery, the excessively allocated bandwidth of the alternative LSP is readjusted to the bandwidth of the working LSP. In the second approach, we reduce the length of protected working LSP by using segment-based restoration. The proposed approaches have merits of (ⅰ) no buffer delay problem after failure recovery at ingress node, and (ⅱ) the smaller required buffer size at the ingress node than the previous approach.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.28 no.9B
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• pp.793-805
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• 2003

In OBS (Optical Burst Switching) networks which decouple the burst from its header, the fault of a fiber link can lead to the failure of all the light-path that traverses the fiber. Because each light-path is expected to operate at a rate of a few Gbps by using WDM (Wavelength Division Multiplexing) technology, any failure may lead to large data loss. Therefore, an efficient recovery scheme must be provided. In this paper, we analyze network utilization and BCP (Burst Control Packet) loss rate according to each link failure by applying the conventional restoration schemes in OBS networks. And through these simulation results, an ASPR scheme is proposed improve the fault management scheme in terms of recovery time and throughput. Finally, We compare the performance of our proposed scheme with that of the conventional one with respect to burst loss rate, resource utilization and throughput by OPNET simulations.

• Journal of Distribution Science
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• v.13 no.2
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• pp.63-73
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• 2015

Purpose - Satisfaction with service is evaluated according to customers' subjective judgment. The expected value of customer service and its evaluations depend on the customers' position. The customer recognizes two different forms of service levels. One is satisfaction and the other is dissatisfaction. Customers who are satisfied want to receive the service in future. However, those dissatisfied try to change the service. The service provider tries to improve the service. There are two different service cycles. One is the successful cycle and the other is the failure cycle. This study aimed to empirically determine the effects of the justice and authenticity of service recovery on customer behavioral intention through an integrated approach to cognitive justice and psychological authenticity. Research design, data, and methodology - Based on a literature review, justice of service recovery was categorized into three types: distributive, procedural, and interactive. Then, authenticity was added to obtain four independent variables, along with recovery satisfaction as a parameter. Behavioral intention, as an outcome variable, was divided into the repurchase intention and positive word-of-mouth. The model and hypotheses were created and measurement items were developed. A questionnaire survey of items concerning the service recovery experience at family restaurants was conducted on college students and residents in Gwangju from September 30 to October 31, 2013. A total of 400 copies of the questionnaire were sent out and 385 were returned. Respondents answered questions about the importance of, and satisfaction with service recovery on a 5-point Likert scale. Excluding 174 copies without service failure experiences and 7 inappropriate copies, 204 copies were analyzed using SPSS 21.0 for Windows and AMOS 20.0 to determine the reliability and validity of measurements. The hypotheses were tested through a goodness-of-fit analysis. Results - First, distributive justice positively affected recovery satisfaction. Second, procedural and interactive justice had no impact. Third, authenticity positively affected recovery satisfaction. Fourth, distributive justice had relatively stronger effects on recovery satisfaction than authenticity. Fifth, recovery satisfaction significantly affected repurchase intention and positive word-of-mouth and it proved effective in mediation. Finally, additional analysis was performed for descriptive statistics of the principal variables by various demographic characteristics and significant differences were found in gender, occupation, and so on. Conclusions - This study has academic significance as the fairness and authenticity of service recovery were investigated to reveal the effects on behavior. The findings could be applied to a wide range of service recovery strategies. However, there are some limitations. First, data was collected only from the residents of Gwangju and most respondents were aged 20-30. Future studies should target a wide range of areas and age groups. Second, because the questionnaire used in this study targets only convenience family restaurants, the results of this study cannot be generalized to all services companies. Future research should be done on a wide range of industries such as hotels, airlines, and hospitals, and perform a comparison between sectors.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.14 no.11
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• pp.5541-5548
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• 2013

Any enterprises cannot be free from service failure because of service attribute. Thus, the effort to recover from service failure properly has an important meaning. This study emphasizes on the need of effort of service recovery and distinguishes the operant situation of service failure into severity and controllability. At this moment in time, this study wants to verify the role of the effect of justice awareness on trust and satisfaction and adjustment role of employees' authenticity. An object of his study was 206 people who complained about service and this study analyzed their questionnaires by using SPSS, AMOS. To sum up, First, this study result shows that the seriousness of service failure has a negative effect on justice and only controllability has a negative effect on justice. Second, this study result shows that justice awareness has a positive effect on trust and satisfaction and that recovered trust has a positive effect on satisfaction. Third, authenticity has regulation effect on the structural relationship of severity, controllability, trust and satisfaction. Based on such result, this study presented suggestive point and suggested future study.