• Journal of Applied Tourism Food and Beverage Management and Research
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• v.16 no.1
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• pp.21-41
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• 2005

This study proposes the customer quality a parameter of service quality from a new perspective, develops and evaluation scale for it in relation to service business, analyzes and evaluates the its effect on service quality and performance. First, the concept of service quality and customer quality was investigated in the literatures, to find a basis for its relation to the quality of hotel service. However, previous 1) Among the service quality components, the strongest correlation exists between physical quality and service quality. 2) Hotel quality is most influenced by customer quality, followed by service provider quality and physical quality showing that when customer quality is incorporated as a prerequisite parameter if hotel quality it has the most effect on hotel quality, which is a new result. 3) Customer quality plays a significant indirect role via hotel quality on performance, and the physical quality and service provider quality offered to the customer at a hotel have more direct effect on performance, illustrating the difference in the effect on hotel quality depending on the component of hotel quality. 4) The evaluation of hotel quality and performance becomes more meaningful and valid only when customer quality is included as a prerequisite parameter of hotel quality to strongly interact with service provider quality 5) Comparative analysis of the different qualities according to the hotel class show a significant difference in customer quality, physical quality and service provider quality and performance between first-class and second-class hotels.

• The Journal of The Korea Institute of Intelligent Transport Systems
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• v.4 no.1 s.6
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• pp.107-115
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• 2005

For effective IP based service implementation on the wireless network environments, wireless network including the ITS network have to support QoS guaranteed protocol such as a RSVP. RSVP is a resource reservation protocol for Internet environment, and its scalability makes easy to implement RSVP over the various IP transport technologies. But for the If based ITS wireless network environment, RSVP is not suitable, since by its path setup procedure characteristic. In the wireless access network for ITS service, when a mobile node moves to other domain it must perform registration procedure. But the registration procedure is time consuming steps, so if a RSVP session was already established in the previous domain, the RSYP session may be disconnected and the time to re establish a new RSVP session is long enough to cause serious packet loss. In this paper, we propose a pre-path reservation mechanism for applying the RSVP in wireless access networks for ITS. In the pre-path reservation mechanism, the resource reservation procedure occurred during a mobile node's handoff time. An access point in wireless access network performs this procedure when the mobile node attempts handoff The access point executes pre-path reservation procedure as a proxy, since the mobile node does not have IP address until the address allocation procedure is finished in a new domain.

• Journal of Korean Society for Quality Management
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• v.30 no.2
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• pp.11-25
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• 2002

This paper is to find how does service orientation of organization and human resource job satisfaction affect its customer orientation, that is, its service attitude and behavior toward customer. Purpose of this study is also to measure the level of employees' customer orientation more systemic. Consequently, the correlation between service orientation and performance can be identified and more effective guideline for service quality management can be draw through this study. The findings of this paper are as followings; Firstly, it is found that reward system and CEO's vision toward service orientation affect employee's job satisfaction positively, It's analyzed on Gap analysis model of PZB. Secondly, in point of inner marketing, employee who is satisfied with his job shows higher customer orientation. Thirdly, strategy change of organization in response to environment change in hospital industry influences on performance positively.

• Journal of Information Technology Services
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• v.14 no.4
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• pp.221-236
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• 2015

Application software is delivered to customers as a form of service at cloud environment. A cloud service provider is a marketplace between supply side (application providers) and demand side (customers). Cloud service providers have to validate applications to be included in their service portfolio. Not only performance, security, networking, compliances should be checked but also business contract, authentication should be provided. Organization customers are more sensitive to these validation criteria and process. We study the Internet2 NET+, which is a successful cloud marketplace of applications for research and education organizations. This case study shows us three things : (i) a cloud marketplace's application management process : selection, validation, transition to service, customization of applications (ii) what a cloud marketplace has for its infrastructure like authentication, security, access control etc. (iii) what a cloud marketplace has as its governance structure. This case study will provide informative analysis of Internet2 NET, a profit-making vertical and buyer's marketplace (education industry). And we will get some strategic implications for planning and implementing cloud marketplaces.

• Management & Information Systems Review
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• v.6
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• pp.89-115
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• 2001

Recently, administrators of Korean university are struggling to survive against rapidly changing environment. But, the customer service of university organizations are generally recognized inferior to those of business service. Thus, the measuring of service quality is the beginning of works to improve customer service in university. SERVQUAL is known the most generalized scale to measure service quality. After SERVQUAL was published as a measure of perceived service quality by PZB(1985), several arguments have been made against its validity and the other measures have been suggested by Tears(1993), Cronin and Taylor(1992). Therefore, this paper reviews about SERVQUAL controversies. Also, this paper analyzed the dimensions of service quality and its relevant concepts. For this empirical study, 288 respondents drawn from university student in Pusan area are collected and 5 hypotheses are analyzed by using regression analysis. The results of empirical study are as follows. (1) three dimensions of service quality(specialty, reliability, tangiables) are perceived from factor analysis. (2) dimensions of service quality are related to the overall service quality and customer satisfaction, especially specialty is varified as the most important dimension. (3) customer satisfaction affects repurchase intention and word-of-mouth effect positively. In conclusion, however this study have a few limitations about sampling and questionnaire, offers some strategic directions for improving the service quality of university organizations.

• Journal of the Korean Society of Food Culture
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• v.25 no.3
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• pp.312-323
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• 2010

The objective of this study was to examine the effects of relationships between food service companies and their client companies by surveying employees working at cafeterias among a food service companies' client companies. For this purpose, previous research was reviewed, and confirmatory research was conducted using a questionnaire. In the questionnaire survey, the subjects were sampled through convenience sampling from the client companies of A Food Service Company, and 182 valid questionnaires were used in the analysis. The results of this study are summarized as follows. First, the characteristics of the relationship between the food service company and its client companies, which were reputation, communication, operation skill, and contact-point employees' service quality, had a significant effect on trust, and the effect was high in the order of contact-point employees' service quality, communication, operation skill, and reputation. Satisfaction was significantly affected by reputation, operation skill, and contact-point employee' service quality, but not by communication. The effect was high in the order of contact-point employees' service quality, reputation, and operation skill. In addition, reputation, communication, operation skill, and contact-point employees' service quality had a significant effect on long-term orientation, and the effects were high in the order of reputation, contact-point employees' service quality, communication, and operation skill. Second, with regard to the quality of relationships between a food service company and its client companies, trust had a significant effect on satisfaction. Third, among the factors related to the quality of relationships between the food service company and its client companies, trust and satisfaction had a significant effect on long-term orientation, and the effect of satisfaction was higher than that of trust. This study has scientific significance as one of only a few studies on factors affecting the long-term relationship between food service companies and their client companies, along with managerial implications that contact-point employees' capabilities are most important in service businesses, and thus efforts should be made at employing and educating them properly.

• THE INTERNATIONAL COMMERCE & LAW REVIEW
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• v.34
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• pp.157-185
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• 2007

The purpose of this thesis is to contribute to the activation of e-contract service for one stop e-trade by analyzing the problems and its solutions in e-contract service at home and abroad. In order to achieve the purpose of this thesis, case studies are done on e-contract service providers such as CECTRUST service of NTT DATA in Japan and HanCM.com of Haansoft in Korea and user companies such as Taisei Corporation using CECTRUST service and Hyundai Card using HanCM.com. The problems in the e-contract service are the lack of e-contract service providers, rare publicity of e-contract service, limited use of e-contract service at only home, higher pricing for e-contract service, short time management of e-contract documents by service providers, no application of newly developed security technology to e-contract service, unsatisfaction of requirements of e-contract service provider as trusted third party, absence of lower pricing e-contract service by service provider, authorizing key error in electronic signature under recognized authentication system in case of fail in renewal of digital certificate and reproduction of digital certificate. The solutions of these problems are the upbringing of e-contract service providers, broad publicity of e-contract service, development of e-contract service on a global basis, establishment of lower pricing for e-contract service, long time management of e-contract documents by service providers, application of newly developed security technology such as bio technology to e-contract service, satisfaction of requirements of e-contract service provider as trusted third party by designation of recognized e-document repository, development of lower e-contract service by way of application service provider(ASP), introduction of time stamping of e-contract document and signature key value. The limitation of this thesis is that the problems and its solutions could not meet with the broad recognition as they are conferred by intuition because of few e-contract service provider.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.8 no.4
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• pp.49-56
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• 2013

KakaoTalk, a Korean mobile instant messenger service launched by KAKAO Inc., has grown remarkably popular in a short period of time, with its number of subscribers exceeding 100 million as of July 2013. Today, KakaoTalk is an everyday communication tool among most Korean mobile users. Although KAKAO has been the subject of many business and consumer studies, the KakaoTalk platform strategy has not been studied thoroughly. In this study, we analyze its platform strategy through the lens of several widely utilized frameworks such as Platform Leadership (Gawer & Cusumano 2002, 2008), Winner-take-all dynamics (Eisenmann et al. 2006), and Open Service Innovation (Chesbrough 2011). Our results show that Eisenmann et al (2006)'s "Winner-Take-All" platform best explains how KakaoTalk dominated its rivals, Mypeople by Daum Communications and Line by Naver Corporation. In surpassing its rivals, KAKAO delivered a solution to the 'essential problem' that mobile social communication should be upgraded from mobile companies' paid "Short Message Service" (SMS). By doing so, KakaoTalk fulfilled the first requirement of Gawer & Cusumano (2008)'s "Coring" strategy, which explains how a new platform is created. KakaoTalk also satisfied the second requirement of "Coring" by providing economic incentives for KakaoTalk members to interact through its Games and Items store. Actively accepting its customers' ideas and upgrading its services, KAKAO reinforced its platform leadership to its customers and put Chesbrough (2011)'s "Outside In - Open Service" innovation strategy into practice.

• Journal of Korea Society of Digital Industry and Information Management
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• v.6 no.3
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• pp.221-230
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• 2010

Citizens' demand, which has been previously focused on welfare, is now expanding to include elements for higher quality of life such as employment, housing, culture, and sports. Accordingly, the government, with an aim of effectively delivering resident services that satisfy various demands, is committed to transforming the central government-oriented service system into the integrated service system based on public-private partnership. The government is also dedicated to expanding services to 8 areas including not only welfare but also healthcare, employment, housing, education, sports, culture, and tourism, which are directly related to everyday lives of residents. This project is designed to support such reforms in the citizen service delivery system in order to enhance quality of life of local residents. This study is to draw implications from analysis for implementing the citizen service integrated information system in order to reform the citizen service delivery system effectively through examinations and analyses of citizen services provided by the central government. Especially focus on public utility charges depreciation simplification citizen service. Its implications are expected to offer a real contribution for central and local Governments that want to increase the productivity of implementing eGovernment service.

• Journal of information and communication convergence engineering
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• v.6 no.4
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• pp.396-404
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• 2008

Service discovery is the technology of finding needed services in networks, and a key point in pervasive computing environments. This paper presents a novel service discovery protocol: ASESDP(AIP and SRR Enhanced Service Discovery Protocol). In ASESDP, tow schemes are proposed to enhance its performance: AIP(Advertisement Information Piggybacked) and SRR(Shortest Reply Route). In AIP, parts of advertisement information are piggybacked in the service reply packet, which makes the advertisement information propagating along the reply path, and spreads its transmission area. In SRR, in order to reduce the service response time, the shortest reply route is chosen to forward the service reply packet to the source node sending the service request. With the theoretical analysis and Glomosim simulation results, it is verified that ASESDP can reduce the number of service request packets, save the response time, and improve the efficiency of service discovery.