• The Journal of Korean Institute of Communications and Information Sciences
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• v.30 no.2B
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• pp.11-20
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• 2005

Strict priority scheduling scheme is a good candidate for the implementation of service differentiation in an Internet because of simplicity in implementation and the capability to guarantee the delay requirement of the highest class of traffic. However, it is also blown that strict priority starves the lower-class traffic at the cost of prioritizing the higher-class traffic. The purpose of this work is to propose an analytic method which can estimate the average delay performance of Diffserv service architecture and shows that strict priority scheme does not sacrifice the lower class traffic over a diverse condition of the load. From the numerical experiments for three-class Diffserv network we validate our argument that strict priority scheme may be applied to a service differentiation scheme for the future Internet.

• Journal of the military operations research society of Korea
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• v.24 no.1
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• pp.176-188
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• 1998

In this paper, it is identified that the optimal level of each performance measures (service and inventory level) is not sensitive to an uncertain environment under JIT Kanban system designed by Moeeni. Moreover, it is proposed that the optimal design method considering multiple performance characteristics is the optimal level decision method according to the relative importance differences of each performance when there exist multiple performance characteristics. The result from the simulation analysis shows that the number of Kanban for stage 3 (final process) and stage 2 is increased at the service level. It is found that the expected loss is minimal when the cycle time decreases and the container size increases. However, the stage 1 is not affected by the number and cycle time of Kanban. It is thus important to consider carefully the cycle time and the container size of the Kanban to satisfy the demand in right time. In case of inventory level, the working inventory level decreases when the container size is decreased and the working inventory level also decreases slightly when the cycle time of the Kankban is increased in stage 1 and 2.

• Proceedings of the Safety Management and Science Conference
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• 2009.04a
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• pp.501-510
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• 2009

Recently, there has been growing interest in the financial and economic effectiveness of service quality and customer satisfaction. It means that the final goal of customer satisfaction is the maximization with firms' financial performance, enterprise could survive through the creation of continuous financial performance. Companies are working in various ways to identify the direct relationship of service quality and customer satisfaction with financial and economic effectiveness in order to justify and validate customer satisfaction management. In this study, the influence of customer satisfaction on the financial performance is examined. Customer satisfaction index, the key non-financial performance measure has significant association with firms' financial performance index. Moreover, high customer satisfaction has a competitive advantage, so it can be the key success factor of firm's financial performance improvement.

• Proceedings of the Korean Society for Quality Management Conference
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• 2009.10a
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• pp.109-114
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• 2009

Recently, there has been growing interest in the financial and economic effectiveness of service quality and customer satisfaction. It means that the final goal of customer satisfaction is the maximization with firms' financial performance, enterprise could survive through the creation of continuous financial performance. Companies are working in various ways to identify the direct relationship of service quality and customer satisfaction with financial and economic effectiveness in order to justify and validate customer satisfaction management. In this study, the influence of customer satisfaction on the financial performance is examined. Also, we have analyzed customer satisfaction by comparing financial outcome of each industry Customer satisfaction index, the key non-financial performance measure has significant association with firms' financial performance index. Moreover, high customer satisfaction has a competitive advantage, so it can be the key success factor of firm's financial performance improvement.

• Journal of the Korean Society for information Management
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• v.19 no.3
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• pp.237-261
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• 2002

The purpose of this study is to measure the library online service quality based on the expectation and the service performance from the users' point of view. The online questionnaire was developed based on SERVQUAL, however information quality dimension was added on it, and the survey was conducted within a research library. The factor analysis for effecting library online services showed that 5 service dimensions were loaded discretely, and information quality was put in the other dimension. The IPA (Important Performance Analysis) result confirmed that information quality, service reliability, and service assurance were considered as important factors : multiple regression analysis revealed that tangibility and information quality were the most significant dimension for the library online service.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.11
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• pp.67-77
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• 2021

The aim of this study is to investigate the role of employee engagement as a mediator between the High-Performance Work System and the Service-Oriented Organizational Citizenship Behavior (Service-Oriented OCB). Furthermore, work-life balance as a moderator, the impact Service-Oriented OCB on customer satisfaction will be investigated. This study employs a quantitative methodology for which questionnaires were distributed to sixty restaurants in Karachi, and a sample of 418 responses was collected for structural equation modeling analysis. Smart PLS software was used to analyze the structure model. The results show that HPWS has a positive impact on Service-Oriented OCB. It is assumed that the role of work engagement as a mediator between HPWS and Service-Oriented OCB is significant. This study found that Service-Oriented OCB has a positive impact on customer satisfaction. Work-life balance was also found to have a moderating influence. The findings confirmed the black box mechanism and the HPWS procedures in restaurants. This study suggests implementing effective HPWS practices to influence employees' work engagement, which leads to Service-Oriented OCB and employees being able to optimize their performance to influence customer satisfaction. The study contributes to the existing body of knowledge in human resource management.

• Information Systems Review
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• v.18 no.4
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• pp.43-67
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• 2016

Although many studies have stressed the importance of technology in service innovation, the roles of technology in service innovation are at the center of debates in the service innovation literature. One major research stream regards technology as a trigger for other innovation based on resource advantage theory. Conversely, another major stream considers it as an enabler of other innovations based on complementary theory. The contradictory situation induces the necessity to better understand the role of technology in service innovation. Therefore, this study aims to identify the role of technology in service innovation. This study investigates the role of technology in service innovation based on a service innovation orientation framework. Four service innovation orientations (i.e., service creation, service delivery, customer interaction, and technology) are identified on the basis of Den Hertog's 4D model. This study proposes a research model that examines the indirect effect of technology orientation on innovation performance through the service creation and service delivery orientations, and the effect of technology orientation on firm performance as a moderator between customer interaction orientation and firm performance. Based on empirical data from 193 knowledge-intensive business service firms in Korea, we explain the role of technology in service innovation. The results indicate that technology orientation influences both service creation and service delivery orientations as an antecedent but customer interaction orientation as an enabler. The three service innovation orientations, which are directly and indirectly influenced by technology orientation, positively affect firm performance. The findings also show that the role of technology is different depending on the type of service innovation orientation in this study.

• ETRI Journal
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• v.34 no.4
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• pp.492-502
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• 2012

We consider an overlaid broadcast service, where a spread spectrum (SS)-based broadcast signal is overlaid onto the existing terrestrial Digital Multimedia Broadcasting (T-DMB) band. The system is similar to the augmented data transmission in the ATSC DTV, for which it was investigated mostly in terms of link level performance, such as bit error rate. Our focus in this paper is on the system-level performances. More specifically, utilizing both a large scale path loss and a small scale fading channel model, the primary objective is to explore the tradeoff between the coverage and the achievable rate of the overlaid service and, finally, to determine the achievable rate in the overlaid service for marginal coverage reduction in the existing broadcast service. The analytical and simulation results show that an SS-based add-on service of 10 kbps to 20 kbps can co-exist with the T-DMB service while resulting in only a marginal degradation in T-DMB coverage (for example, less than one percent reduction).

• The KIPS Transactions:PartC
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• v.9C no.1
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• pp.123-134
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• 2002

The requirement for QoS (Quality of Service) has become an important Issue as real-time or high bandwidth services are increasing, such as Internet Telephony, Internet broadcasting, and multimedia service etc. In order to guarantee the QoS of Internet application services, several approaches are being sought including IntServ (Integrated Service) DiffServ(Differentiated Srvices), and MPLS(Multi-Protocol Label Switching). In this paper, we describe the performance analysis of QoS guarantee mechanism using the DiffServ. To analyze how the DiffServ performance was affected by diverse input traffic models and the weight value in WFQ(Weighted Fair Queueing), we simulated and performed performance evaluation under a random, bursty, and self-similar input traffic models and for diverse input parameters. leased on the results of performance analysis, it was confirmed that significant difference exist in packet delay and loss depending on the input traffic models used. However, it was revealed that QoS guarantee is possible to the EF (expedited Forwarding) class and the service separation between RF and BE (Best Effort) classes may also be achieved. Next, we discussed the performance synthesis problem. (i. e. derived the conservation laws for a DiffServ networks, and analysed the performance variation and dynamic behavior based on the resource allocation (i.e., weight value) in WFQ.

• Korea Journal of Hospital Management
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• v.16 no.1
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• pp.50-76
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• 2011

This study chiefly aims to examine the relations between customer's responsive behavior and service recovery satisfaction in medical service failure. Therefore, this paper deals with the effect of medical service failure severity perceived by customers on complaint behavior and service recovery expectation, the effect of complaint appealing behavior and service recovery expectation on perceived recovery and service recovery satisfaction, and the roles of service recovery(compensation) and recovery fairness as moderating variables. According to the result of this research, it was shown that service failure severity affects complaint behavior and service recovery expectation positively, and compliant behavior and service recovery expectation affects perceived recovery performance and service recovery satisfaction positively. Moreover, the moderating roles of service recovery(compensation) and recovery fairness indicated partially significant results and affected perceived recovery performance and service recovery satisfaction direct positively. The result of this study is expected to provide support when medical institutes establish service recovery strategies.