• Journal of the Ergonomics Society of Korea
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• v.31 no.1
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• pp.125-130
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• 2012

Objective: This paper discusses how service design is related to two well-known disciplines, interaction design and cognitive systems engineering, which are applied to the design of software, websites and mobile phones, and the design of control room of nuclear power plants and cockpit control, respectively. Background: Service design has been spotlighted recently due to its promisingness to service industry. Successful cases of service design are widely shared among designers. Service design, however, is treated as practice rather than a discipline. Method: It was discussed that it is important to consider the interaction between customers and services as in interaction design, and some domains are complex enough and have functional limitation as in cognitive systems engineering. Results: Models and design tools of the disciplines are introduced and applied to service design practices. Conclusion: It was concluded that service design has the characteristics of both interaction design and cognitive systems engineering.

• Journal of Information Technology Services
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• v.10 no.4
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• pp.219-227
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• 2011

Service Oriented Architecture (SOA) is rapidly emerging as the efficient approach in contemporary complex, heterogeneous computing environments. SOA increases the adaptability by loose coupling and its main feature is that three elements such as service provider, service requester and service registry are connected with each other systematically. To design the service-oriented system efficiently, a metric to measure the coupling between services accurately is needed. In this paper, we propose four coupling metrics for SOA based softwares. First, we suggest a coupling metric for service-oriented systems by modifying an established coupling metric of object-oriented systems. Then we suggest another coupling metric which includes indirect coupling between services. We also suggest two relative coupling metrics to measure coupling between subsystems. We investigate the theoretical soundness of the proposed metrics by the axioms of Briand et al. Finally, we apply the presented metrics to an industrial-scale case study.

• Journal of Information Technology Services
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• v.10 no.3
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• pp.127-147
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• 2011

Business organizations today have sought management effectiveness and efficiency utilizing information technologies. In particular, small and medium-sized enterprises short of information resources tend to rely more on outsourcing for accomplishing their own information strategies. SaaS(Software as a Service) has recently become one of the powerful outsourcing alternatives. This study tries to identify the influence of the SaaS quality on the service performance and loyalty. A SaaS quality model is developed including tangibles, reliability, responsiveness, assurance, and empathy. Then they are hypothesized to have influence on the service performance defined as user satisfaction, individual performance, and organizational performance. Service performance is considered to have an impact on the loyalty to service. Findings from a survey to test hypotheses on the relationship among SaaS quality, performance and loyalty show these variables are significantly important to widespread adoption of SaaS.

• Journal of Korean Society for Quality Management
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• v.38 no.1
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• pp.1-9
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• 2010

Service Oriented Architecture(SOA) is an enterprise-scale IT architecture for linking software resources available on the network. SOA is believed to become the future enterprise solution that promises the agility and flexibility by integrating business processes through composition of the software services across enterprises. The first step for SOA construction is to identify the services. In this paper, we present a process-based service identification methodology for SOA through a case study of an IT company. Our methodology is composed of three steps: Processes (business & technical processes) analysis and systems analysis, Service candidates selection, and Service evaluation and construction planning. This framework would be practical and could be accepted to other organizations as it has been developed through the real case.

• Proceedings of the KSRS Conference
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• 2004.10a
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• pp.276-279
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• 2004

The location-based service is one of the most powerful services in the mobile area. The location-based service provides information service for moving user's location information and information service using wire / wireless communication. In this paper, we propose a model for personalized recommendation system which includes location information and personalized recommendation system for location-based service. For this service system, we consider mobile clients that have a limited resource and low bandwidth. Because it is difficult to input the words at mobile device, we must deliberate it when we design the interface of system. We design and implement the personalized recommendation system for location-based services(advertisement, discount news, and event information) that support user's needs and location information. As a result, it can be used to design the other location-based service systems related to user's location information in mobile environment. In this case, we need to establish formal definition of moving objects and their temporal pattern.

• IE interfaces
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• v.20 no.3
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• pp.315-326
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• 2007

The service industry is becoming greater importance in the current economy. The service quality has become an important competitive factor in service industry. Until now, 6 sigma method has well accomplished in manufacturing industry. 6 sigma method has been applied to the service industry to improve service quality, but it has not been reported that 6 sigma method is a successful method for service industry to improve service quality. In this paper, we suggest a MAVIC model to improve service quality. It is a model which is combined with advantages of a SERVQUAL model and 6 sigma method. We has proved its effect with applying a MAVIC model to real service techniques.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.27 no.4C
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• pp.316-325
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• 2002

This paper investigates the restoration schemes which are applied to the MPLS domain upon a network failure. We define the following three restoration service models by combining the various restoration schemes: "FIS-based protection service" (FIS: failure indication signal), "inversion traffic protection service" and "1+1 protection service". After a qualitative analysis of the performance in them, we have analyzed it on quantitative basis by the simulation. According to the simulation results, "1+1 protection service" guarantees the fastest and most lossless restoration service among them; however, it results in consuming considerable bandwidth and producing an amount of control traffic, which means poor network utilization. On the other hand, "FIS-based protection service" spends less bandwidth and generates less control traffic, which means better network utilization, but produces poor restoration service. "Inversion traffic protection service" provides the medium restoration service and utilization between "1+1 protection service" and "FIS-based protection service."

• Journal of Information Technology Services
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• v.17 no.1
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• pp.105-119
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• 2018

The healthcare business is growing as a global core business because of the phenomenon of global aging, as well as in South Korea, skyrocketing health care costs accordingly, and changing the paradigm from treatment to the prevention-centered medical service. Especially, as the digital healthcare service stands out as a solution, major countries actively promote and support policies at the government level. Thus, this study will present attributes of a market-oriented service that would vitalize the digital healthcare service industry by investigating major attributes of the digital healthcare service. To analyze the relationships of the influences of attributes, this study used Interpretive Structural Modeling. As a result of literature research and ISM, this study can understand the eight basic attributes of the digital healthcare service (network scalability, context awareness, connection among information platforms, cost, trust, security, ease of use, usefulness) and analyze the relationships of the influences among the attributes. In addition, as this study finds some significant differences in Order Winner and Order Qualifier between the experts' group (security) and the users' group (trust, ease of use, usefulness), It provides meaningful implications for revitalization and promotion of digital healthcare service industry.

• Journal of Information Technology Services
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• v.17 no.4
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• pp.85-100
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• 2018

In this study, we formulated rational criteria to efficiently provide traffic information services via a crafted approach. By utilizing this, we presented a detailed traffic information service providing method that can overcome the limitations of existing link unit information provision system. Three methodologies such as user survey, data mining, and KHCM (Korea Highway Capacity Manual) utilization method were applied to formulate a rational expression standard for traffic information service. Each method was designed to establish a quantitative criterion for various traffic conditions and to enable user-oriented traffic information service in consideration of the traffic principal/compatibility. Considering the results of each methodological analysis in a comprehensive manner, the basic expression standards for traffic information service was formulated. Then we presented improvements such as traffic condition step by road, speed range of traffic condition, expression term of traffic condition and so on. In order to complement the problems of the information provision system of the existing link unit based on the derived improvement criterion, we presented the detailed traffic information service provision method by using the traffic speed data of the second order. And we applied this to the two links of Daegu city. The method presented in this research can improve the quality of traffic information service. Not only it can be used for various fields such as optimal route search, traffic safety service and so on.

• Journal of Information Technology Services
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• v.21 no.1
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• pp.21-40
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• 2022

Advances in information and communication technology have introduced self-service technologies (SSTs) to service companies, changing the way they serve. In addition, as SSTs are expanding for low cost and high efficiency, opportunities for technology to interact with consumers have increased. Restaurant managers have the advantage of the SSTs win-win strategy, which allows consumers to freely receive the products or services they want, but some consumers have low satisfaction of the SSTs, especially elder people and the blind. This study examines the effect of unmanned order payment technology on service quality evaluation. For this, we interviewed a total of 12 consumers in their 10s to 50s with the experiences of using unmanned order payment technology, applying the Grounded Theory Method(GTM). Through a review of the research participant interview materials, totally 84 concepts were derived and the concepts were analyzed to derive 15 subcategories and 10 upper categories. Finally, a paradigm model of the effect of unmanned order payment technology on service quality assessment was derived. It also found the importance of consumers' sense of obligation to use unmanned order payment technology, recognition of advantages (e.g., time savings), recognition of shadow labor, and recognition of whether the technology usage process is in the service quality assessment stage.