• 한국식품조리과학회지
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• 제29권1호
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• pp.73-79
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• 2013

The purpose of this study was to examine the level of importance of service quality provided by restaurant when industry meal service recipients used the restaurant. Additionally, the purpose was to compare the level of satisfaction on the respective service qualities of company cafeteria and outside restaurant. The level of relative importance and satisfaction of service quality attributes are comparatively analyzed using the Important-Performance Analysis (IPA) of customers in order to provide basic information on the direction of marketing to efficiently operate company foodservice facilities. Restaurant service qualities were divided into the six factors of hygiene, convenience, food, environment, subsidiary services and food distribution process. The results revealed that the 'environment' of both company cafeteria and outside restaurant was needed to improve as quickly as possible. Additionally, it was found that the level of satisfaction was higher in the 'food' and 'environment' factors when using company cafeteria and outside restaurants, which would become an important attribute for the company foodservice recipients to use outside restaurants than using company cafeteria. Accordingly, it could be said that company cafeteria will need further control of the 'food' and 'environment' factors.

• 패션비즈니스
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• 제16권5호
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• pp.74-87
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• 2012

The service industry will be essentially extended during the economic growth and industrial development. Especially, the role of workers meeting the customers in service industry is very important from the view point of purchase intention. So many companies in service industry endeavor to increase the work efficacies of workers through the various prizes and incentives, and improve the job performance by additional education. Recently, the incentive tours are comprehensively accepted as an efficient tool to promote the loyalty and job performance of workers. The incentive tours enable the worker to gain the cultural experiences. They will experience not only the natural heritages and antiques, but also the local life culture and arts culture. The culture marketing for worker as the internal customer increase the worker's loyalty and the ties among workers, and therefore, their job performance will be increased. The empirical results (162 workers surveyed) showed the incentive tours have improved both the individual and group's job performance at a cosmetic sales organization. So it is recommend to plan the organization specific incentive tour in order to improve the productivity of the service organization.

• 한국의상디자인학회지
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• 제22권4호
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• pp.105-113
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• 2020

This study examines the effects of job stress on employees in the beauty service industry and the consequences on job satisfaction and organizational commitment. Based on the analysis of the job stress of beauty employees, the purpose of the study is to identify the beauty service industry's problems and present marketing implications. First, it was found that employees' job stress in the beauty service industry harmed job satisfaction. Beauty workers with a high job satisfaction increase the quality of service for customers, which can increase the customer's store loyalty, helping the beauty service industry's work performance, thereby further increasing job satisfaction by reducing job stress. Second, it was found that employees' job stress in the beauty service industry harmed organizational commitment. The higher the organizational commitment is, the more sense of belonging is created, which in turn can improve the work performance of the beauty industry workers and reduce the turnover rate. Therefore, it is necessary to find a way to increase organizational commitment by reducing beauty workers' job stress. Third, it was found that employees' job satisfaction in the beauty service industry had a positive effect on organizational commitment. These results show that the higher the job satisfaction related to the beauty worker's current job satisfaction, current salary satisfaction, satisfaction with the boss, satisfaction with the work environment, and passion for the job, the higher the organizational commitment.

• 한국인터넷방송통신학회논문지
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• 제14권6호
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• pp.131-137
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• 2014

서비스 지향 아키텍처란 서비스들이 표준 방식에 의해 서로 느슨하게 연결(loosely coupled)되어 특정 구현에 종속되지 않은 중립적인 인터페이스를 제공함으로써, 특정 서비스를 변경 하더라도 연결된 다른 서비스에는 영향을 주지 않는 유연한 구조를 의미한다. ESB(Enterprise Service Bus)는 서비스 지향 아키텍처를 실현하기 위한 중요한 관련 기술 중 핵심요소로서 위치를 확보해가고 있으나, 국내 서비스 지향 아키텍처를 위한 ESB에 대한 개발과 연구는 부족한 실정이다. 본 논문에서는 ESB의 중계 서비스, 전송서비스, 운영서비스, 모니터링 서비스, 애플리케이션 접속 서비스, 데이터 접속 서비스를 가능하게 하는 각 주요 응용 컴포넌트의 설계 및 구현을 하였으며, 메시지 건수에 대한 데이터의 크기별에 따른 처리시간을 측정하여 성능평가를 실시하였다.

• 한국식품영양학회지
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• 제21권1호
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• pp.97-105
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• 2008

An IPA model was used to evaluate customer service encounters at a large food court; also the gaps between importance and performance from were also evaluated from both perspectives. The findings of this study will be applied in order to improve service quality at various large food service operations. A total of 298 customers from a large shopping mall food court completed the study questionnaire, asking them to evaluate the important and performance attributes of service. Seven underlying dimensions were identified and labeled by factor analysis: factor 1 was "safety": factor 2 "time": factor 3 "atmosphere": factor 4 "quality of food": factor 5 "menu attributes": factor 6 "comfort": and the last and seventh factor was "comprehension". As a result of IPA analysis the overall mean scores between the importance attributes and performance attributes showed significant differences by independent t-tests(p<0.001). Quadrant I was classified with unnecessary items including interior design, proper lighting, suitable chairs, and proper room temperature. In quadrant II thirteen variables showed high scores for both importance and performance, such as various menu choices, hygienic food, dishes, chairs, food court, kitchen, and employees; proper ventilation, employee kindness, waiting time to order, and received food; automatic system for ordering-serving. Quadrant III included eight variables identified as low priority, including appearance of food, nutrient content of food, proper portions, new menu, proper music, proper location of cashier, services for children and efficiency of movement. In quadrant IV six variables were included as areas to focus management's efforts, such as food taste, proper food temperature, use of safe food materials, maintenance of food quality, existence of preferred foods, and proper food prices. These results suggest that food court customers have interests that are distinct from restaurant customers and may need to be treated differently. It is anticipated that this data will be useful to the foodservice industry in order to segment customer characteristics by different dinning behaviors.

• 한국항만경제학회지
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• 제25권3호
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• pp.339-360
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• 2009

ISO 9000시스템이 품질경영을 향한 출발점이 되기도 하지만, 품질경영의 기본 골격을 형성하므로 ISO 9000시스템의 성공이 품질경영의 성공과 밀접한 관계가 있다는 기존의 연구들의 개념을 바탕으로 ISO 9001:2000의 핵심요인을 품질경영활동요인으로 선정하였다. 그리고 서비스공급자인 해운기업의 지각을 중심으로 핵심요인과 해상운송서비스성과 간의 상관관계와 매개변수로서 내부고객만족과 고객지향성의 역할을 검정하였다. 이러한 설계는 품질경영활동을 실행하고 성과를 실현시키는 주체들이 각 핵심요인들과 성과에 관한 상관관계를 가장 잘 이해하고 있다는 인식에 기초를 둔 것이다. 본 연구의 실증분석 결과를 통해서 ISO 9000의 '경영책임', '자원관리', '서비스 및 제품실현'과 '측정, 분석 및 개선'의 네 가지 핵심요인이 내부고객만족, 고객지향성 및 서비스성과에 미치는 영향과 해운기업의 내부고객만족이 고객지향성과 어떠한 상관관계가 있는 가를 검정하였다. 따라서 본 연구는 해운기업이 품질경영활동을 전개하는데 있어서, 각 요인들의 중요성과 품질경영활동의 개선점을 파악하는데 중요한 시사점을 제공해 줄 수 있을 것이다.

• 정보보호학회논문지
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• 제20권6호
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• pp.127-146
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• 2010

정보보호 안전진단 제도를 적용받는 정보통신서비스 기업의 지속적인 정보보호 수준을 제고하고, 정보보호 안전진단 성과측정 방법을 개발하여 안전진단대상 기관들이 스스로 수준측정을 하여 지속적인 정보보호 개선활동을 하도록 측정 지표 및 방법론을 제시하였다. 본 논문에서는 안전진단 수검 전후와 수검후의 지속적인 기업이 정보보호에 대한 투자와 노력에 대한 성과를 측정하여 기업 자체적으로 측정가능하게 하여 정보보호관리체계를 지속적이고 종합적으로 유지하고 관리하도록 하였다. 또한 정부에서도 제도 전반적인 이행의 근거와 타당성을 확보하여 안전진단 자체가 정보 보호 수준을 한단계 높이는 실질적인 안전진단이 이루어 지도록하여 보안 사고를 사전에 예방하고 기업성과를 향상시키는데 도움을 주고자 한다.

• 한국IT서비스학회지
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• 제22권5호
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• pp.17-30
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• 2023

A company's sustainable growth is a very important goal, and for this purpose, the company's business model is changing into a convergence of products and services. The purpose of PS-Offering is to maintain a long-term relationship with customers, and customer experience management is necessary for this. This study presents a service design methodology that can support customer experience management of the PS-Offering business model. The experience management portfolio analysis methodology consists of four steps: 1. Deriving service encounter through customer journey maps; 2. Identify the service structure of each service encounter in three forms (FFC, FSC, FSE). 3. Analyze the customer's emotional variables, that is, customer experience, at each service encounter, Finally, 4. After plotting the level of customer experience at the service encounter, the analysis is conducted with a customer experience management portfolio that seeks future strategic plans for this. The methodology presented in this study will help in the service design of the service encounter unit centered on customer experience. And it will improve the financial performance of the company by raising the service level of the business model.

• 한국경영과학회:학술대회논문집
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• 대한산업공학회/한국경영과학회 2004년도 춘계공동학술대회 논문집
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• pp.331-334
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• 2004

There are many researches investigating a causal relationship among service performance level, customer satisfaction, and customer loyalty. It is believed that a high service performance level increases customer satisfaction, which again has a significant effect on customer loyalty and profitability. The premise in this work is that the effect of customer satisfaction on customer loyalty may be time-lagged. This paper aims to model a causal relationship among service performance level, customer satisfaction, and customer loyalty with such a time-lag consideration. This study is conducted on the very high-speed digital subscriber lines service, which is a highly advanced high-speed internet service, and the results also be discussed.

• Journal of Communications and Networks
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• 제8권2호
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• pp.241-252
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• 2006

Traditional service-level agreements (SLAs), defined by average delay or packet loss, often camouflage the instantaneous performance perceived by end-users. We define a set of metrics for service availability to quantify the performance of Internet protocol (IP) backbone networks and capture the impact of routing dynamics on packet forwarding. Given a network topology and its link weights, we propose a novel technique to compute the associated service availability by taking into account transient routing dynamics and operational conditions, such as border gateway protocol (BGP) table size and traffic distributions. Even though there are numerous models for characterizing topologies, none of them provide insights on the expected performance perceived by end customers. Our simulations show that the amount of service disruption experienced by similar networks (i.e., with similar intrinsic properties such as average out-degree or network diameter) could be significantly different, making it imperative to use new metrics for characterizing networks. In the second part of the paper, we derive goodness factors based on service availability viewed from three perspectives: Ingress node (from one node to many destinations), link (traffic traversing a link), and network-wide (across all source-destination pairs). We show how goodness factors can be used in various applications and describe our numerical results.