• 한국의류학회지
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• 제48권2호
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• pp.254-268
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• 2024

Human agents are increasingly being replaced by chatbots. However, like humans, chatbots can also make mistakes in service delivery by failing to provide accurate answers to customer questions while research on service recovery has been highly focused on human employees. Recognizing the necessity of research on effective chatbot service recovery strategies, this study investigated the relationships among service recovery messages (courteous apology vs. humorous apology), perceived sincerity, recovery satisfaction, and continuous usage intention. An online experiment was conducted with the participants randomly assigned to one of two experimental conditions (courteous apology vs. humorous apology). After using the chatbot developed for this study, the participants completed a questionnaire. The analysis results revealed that, in comparison to the humorous apology, the courteous apology had a higher positive predictive effect on perceived sincerity, Furthermore, perceived sincerity and recovery satisfaction sequentially mediated the relationship between the chatbot's courteous apology and continuous usage intention. In conclusion, this study demonstrates that the courteous apology was a more effective approach as a chatbot service recovery strategy. This study offers insights into crafting recovery service messages for chatbots.

• Wind and Structures
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• 제37권5호
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• pp.383-397
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• 2023

In the Structural Health Monitoring (SHM) system of civil engineering, data missing inevitably occurs during the data acquisition and transmission process, which brings great difficulties to data analysis and poses challenges to structural health monitoring. In this paper, Convolution Neural Network (CNN) is used to recover the nonstationary wind speed data missing randomly at sampling points. Given the technical constraints and financial implications, field monitoring data samples are often insufficient to train a deep learning model for the task at hand. Thus, simulation combined transfer learning strategy is proposed to address issues of overfitting and instability of the deep learning model caused by the paucity of training samples. According to a portion of target data samples, a substantial quantity of simulated data consistent with the characteristics of target data can be obtained by nonstationary wind-field simulation and are subsequently deployed for training an auxiliary CNN model. Afterwards, parameters of the pretrained auxiliary model are transferred to the target model as initial parameters, greatly enhancing training efficiency for the target task. Simulation synergy strategy effectively promotes the accuracy and stability of the target model to a great extent. Finally, the structural dynamic response analysis verifies the efficiency of the simulation synergy strategy.

• 품질경영학회지
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• 제28권4호
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• pp.47-66
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• 2000

In recent, keeping and developing relationships with current customers is a key service business goal, and service recovery efforts is to be the essence of service business strategy. But many researchers have neglected to focus on that issue. So this research is intended to explore service quality factors that include service recovery efforts and grip those difference among service operations systems. Service operations systems are divided into three categories. Our study results suggest that customer oriented firms need to develop a comprehensive service recovery system and must include service recovery as a service quality factor.

• 대한간호학회지
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• 제36권3호
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• pp.542-550
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• 2006

Purpose: This study investigated the effects of a recovery education program on rehabilitation motivation, symptoms, and function for schizophrenic patients. Method: The study employed a quasi-experimental design. Participants for the study were 27 patients with schizophrenia, 14 in the experimental group and the other 13 in the control group. Data were analyzed by using the SPSS/WIN 11.5 program with Fisher's exact test, t-test, and Repeated measures ANOVA. Results: After a 7 week intervention, participants in the recovery education program group reported increased rehabilitation motivation and function scores, which was significantly different from those in the control group. Conclusion: A recovery education program was effective improving rehabilitation motivation and function for schizophrenic patients. Therefore, this program is recommended as a rehabilitation strategy for schizophrenic patients.

• 대한가정학회지
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• 제47권7호
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• pp.73-82
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• 2009

The purpose of this study was to examine the effect of perceived justice associated with service recovery on perceived service quality, and the relationships among perceived service quality, customer satisfaction and behavioral intentions in online apparel shopping contexts. Justice theory provided the theoretical framework for this study. The research strategy employed an online survey methodology. Online shoppers (N=669) who had experiences in service failure and dissatisfactions completed a questionnaire. The model of the study was tested by structural equation modeling (SEM) and the results of SEM revealed positive effect of perceived justice regarding service recovery on perceived service quality, positive effect of perceived service quality on customer satisfaction, and positive effect of customer satisfaction on behavioral intention. The results of this study have implications for online retailers. Online retailers need to understand the importance of service recovery by which service failures are managed.

• 한국조리학회지
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• 제13권1호
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• pp.152-165
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• 2007

The purpose of this study is to prove that the appropriate fit between service failure and recovery strategy can efficiently maximize customer satisfaction and behavioral intention, by using the prepared scenario through comprehensive approach concerning how the expectation level of service recovery has influence on perceived fairness, satisfaction and behavioral intention of service recovery based upon size in case of service failure. This study has been conducted by way of selection of filling-up type questionnaires for customers themselves who have experience in service failure out of customers who can easily visit family and hotel restaurants, that is, domestic restaurants in Seoul area, $June{\sim}August$ 2004, by setting factorial design of 2(control, severeness)$\times$3(distributive fairness, procedural fairness, mutual relational fairness)$\times$2(customer satisfaction, customer behavior). The survey was performed on the customers who visited common restaurants, family restaurants, hotel restaurants, etc. mainly in Seoul, and total 600 sheets of questionnaires were distributed and 496 sheets of them were returned(82.67% of return ratio). Research findings are as follows; First, perceived recovery justice has an effect on customer satisfaction and behavioral intention. Second, customer satisfaction and restaurant satisfaction have positive influence on behavioral intention. The results will be helpful for them to develop a further service failure and recovery framework. For service marketing managers, the results will suggest specific guidelines for establishing service recovery strategies.

• 한국항만경제학회지
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• 제28권4호
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• pp.169-191
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• 2012

본 연구의 목적은 물류기업의 서비스실패시 물류서비스 제공기업의 조직특성과 인적특성이 서비스회복만족에 미치는 영향을 분석하고 서비스회복에 대한 만족이 고객의 신뢰와 관계몰입에 미치는 영향을 분석함으로써 물류서비스 제공자와 수요자간의 장기적 관계형성 및 유지전략을 제시하는 것이다. 본 연구의 목적을 달성하기 위하여 서비스실패와 회복 그리고 물류서비스의 특성에 관한 문헌연구와 함께 실증연구를 병행하였다. 실증연구는 대부분의 물류서비스기업이 서비스제공자이면서 수요자인 역할을 담당하고 있는 것을 감안하여 물류기업 종사자들을 표본으로 선정하였고, 설문지법을 이용하여 진행하였다. 인터넷과 직접방문, 우편접수 등을 통해 수집된 자료를 신뢰성과 타당성 검정을 실시하고 다중회귀분석방법을 이용하여 가설을 검정하였다. 연구결과 물류서비스 제공기업의 서비스회복을 위한 조직특성과 인적특성은 서비스 실패에 대한 회복만족에 정(+)의 영향을 미치는 것으로 나타났고, 회복만족은 고객의 신뢰와 관계몰입에 정(+)의 영향을 미치는 것으로 분석되었다

• 대한가정학회지
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• 제43권3호
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• pp.147-159
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• 2005

The purpose of this study was to analyze the effect of justice (distributive, interactional, and procedural) perception of e-service recovery in restaurant businesses on e-service recovery satisfaction, negative word of mouth, trust, and commitment. We designed a quasi-experimental study using eight different scenarios of justice application. One of the eight scenarios was distributed to each respondent to read, and the respondent then answered regarding feelings and subsequent action. Data analysis was based on 232 usable responses. The results imply that interactional justice is more important than other forms of justices in e-service recovery of restaurant businesses, indicating that restaurants must approve the service failure, make an apology to the customer, and maintain a courteous attitude at all times. In addison, the restaurant has to consider an e-service recovery program as a long-term strategy because the effect of e-service recovery in restaurant businesses grows slowly and takes time-consuming effort.

• The Journal of Asian Finance, Economics and Business
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• 제8권8호
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• pp.593-600
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• 2021

Service failures are fairly common these days, and recovering from them is difficult. If service failures are not addressed quickly, the service provider may lose revenue and customers. A good service recovery strategy will positively impact the business results of the service provider. The study aims to demonstrate the impact of service recovery on the satisfaction and word of mouth of international visitors towards homestays in the Mekong Delta, Vietnam. The research data was collected from 320 international visitors who have used services at homestays and experienced service failures in the Mekong Delta, Vietnam. Structural equation modeling was applied to analyze the data. The result shows that 3 dimensions constitute service recovery which are distributive justice, interactional justice, and procedural justice. Most importantly, the study has proved the positive impact of service recovery on both satisfaction and word of mouth of overseas tourists towards homestays in the Mekong Delta, Vietnam. The results have stressed the importance of service recovery to tourists' perceptions of service quality and service image. In addition to this, the study suggests that homestay owners should develop risk handling and risk prevention plans for their services.

• 대한전기학회:학술대회논문집
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• 대한전기학회 1988년도 전기.전자공학 학술대회 논문집
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• pp.261-264
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• 1988

In this paper, a transmission protocol including error recovery strategy on the data link layer for Ethernet using CSMA/CD media accessing method was proposed. So when considering the actual transmission error probability on the channel, it's performance was analyzed through a simulation. Performming the simmulation, the required parameters was taken as those given by Ethernet controller interface board.