• Journal of Service Research and Studies
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• v.14 no.1
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• pp.1-12
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• 2024

As the service robot market grows among the food technology industry, the quality of robot service that affects consumer behavioral intentions in the restaurant industry has become important. Serving robots, which are common in restaurants, reduce employee work through order and delivery, but because they do not respond to service failures, they increase customer dissatisfaction as well as increase employee work. In order to improve the quality of service beyond the simple function of receiving and serving orders, functions of recovery effort, fairness, empathy, responsiveness, and certainty of the process after service failure, such as serving employees, are also required. Accordingly, we assumed the type of failure of restaurant serving service as two internal and external factors, and developed a serving robot with a vocational ethics module to respond with a professional ethical attitude when the restaurant serving service fails. At this time, the expression and action of the serving robot were developed by adding a failure mode reflecting failure recovery efforts and empathy to the normal service mode. And by recruiting college students, we tested whether the service robot's response to two types of service failures had a significant effect on evaluating the robot. Participants responded that they were more uncomfortable with service failures caused by other customers' mistakes than robot mistakes, and that the serving robot's professional ethical empathy and response were appropriate. In addition, unlike the robot's favorability, the evaluation of the safety of the robot had a significant difference depending on whether or not a professional ethical empathy module was installed. A professional ethical empathy response module for natural service failure recovery using generative artificial intelligence should be developed and mounted, and the domestic serving robot industry and market are expected to grow more rapidly if the Korean serving robot certification system is introduced.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.39B no.1
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• pp.41-43
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• 2014

In this paper, we proposed a new protection scheme of the WDM mesh networks that can utilize the network resources efficiently while satisfying with the recovery time defined in the SLA (service level agreement). The protection scheme and the backup path are selected based on the comparison of the expected protection time with the SLA recovery time. The superior performance of the proposed protection scheme was demonstrated by comparing with ones of the existing protection schemes.

• Journal of Families and Better Life
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• v.26 no.6
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• pp.35-50
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• 2008

The purpose of this study was to analyze the characteristics and financial status of credit delinquents utilizing the debt management program of the Credit Counseling and Recovery Service between January-June in 2007. Total sample of 41,355 cases was analyzed using the statistical program SPSS(Version 12.0). For analysis, descriptive statistics, F-test, Scheffe test, t-test, logit analysis and regression analysis were employed. People in the age range of 30-40s, males, high-school graduates, married couples, part-time employees, costfree residents and residents in other regions were relatively high users of the debt management program. Reasons of credit delinquency were diverse and was combined to credit default. However, increases in expenses and income reductions were found to be the most frequent reasons. Financial conditions of delinquents were worse than those of average persons shown on the national statistics. It was also found that age, sex, educational level, occupation, region of residence, home-ownership, reason of delinquency, income and total outstandings of debt were significant determinants of short-term debt burden which was measured by the ratio of monthly payment to income and long-term debt burden which was measured by repayment period.

• Journal of Korea Multimedia Society
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• v.18 no.12
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• pp.1492-1500
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• 2015

In recent crime scene, there is the captured crime scene video at least one. So video files recorded on storage media often provide important evidence. Criminals often attempt to destroy storage saved crime scene video. For this reason recovery of a damaged or deleted video file is important to resolve criminal cases in aspects of digital forensic. In the recent, there is a study to recover video file based on video frames, but it is very poor time efficiency when the connecting video frames. This paper proposed advanced frame-based recovery technique of a damaged video files using time information. We suggest a new connecting algorithm to connect video frames using recorded time information in front of video frame. We also evaluate performance in aspects of time and experiment result shows that proposed method improves performance.

• Journal of the Korean Society of Clothing and Textiles
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• v.35 no.7
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• pp.787-800
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• 2011

This study investigated service recovery justice perception, purchase satisfaction, positive word-of- mouth (WOM) intention, and repurchase intention of fashion consumers according to the types of internet shopping malls. A survey was conducted from December 20 in 2010 to January 28 in 2011, and 324 respondents who had complaint with internet shopping malls were used in the data analysis. The statistical analysis methods were frequency analysis, factor analysis, reliability analysis, t-test, ANOVA, and multiple regression analysis. The results of this study were as follows. First, in case of integrated internet shopping malls, the procedure justice influenced the purchase satisfaction and the interaction justice influenced the positive WOM intention. In addition, the distribution justice influenced the repurchase intention of fashion consumers. In the case of an open market, the interaction justice influenced the purchase satisfaction and the distribution justice influenced the positive WOM intention. In case of specialized internet shopping malls, the distribution justice influenced the purchase satisfaction and the interaction justice influenced the repurchase intention. Second, there was a difference in the procedure justice, positive WOM intention, and repurchase intention according to gender.

• Culinary science and hospitality research
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• v.15 no.4
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• pp.273-285
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• 2009

In order to find how the recovery justice from the service procedure and result failure affects the quality of customer-brand relationship, we conducted this study following pre research, its correction and supplement of the customers who experienced some service failures in food restaurant. We selected the best five brands in Korean food franchise in the rank of the sales on basis of data of Korean Food Restaurant Information in year 2009. The participants of this research were the people who live in Seoul metropolitan area and ever experienced any service failure within recent 6 months. Of the 500 copies of survey questionnaires distributed, 391 were used for the analysis. The method used for this analysis was the SPSS for WIN 12.0 program and the analysis such as technical statistics analysis, reliability analysis, research element analysis and regression analysis were applied. As a result, the service shortage factor which is one of the service process failures was confirmed to affect procedural justice and distributive justice. It has been confirmed that procedural justice and distributive justice are influenced by the hygiene deficiency which is one of the result failures. It was also found that the product factor affects distribution justice. As for the effect of the quality of recovery justice and a customer-brand relationship, procedural justice and distributive justice were found to affect the mutual dependency while procedural justice affects a familiarity.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2013.05a
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• pp.167-169
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• 2013

The purposes of this research is to propose trust recovery model of smartphone applications and to examine the moderating effect of service type on the use of smartphone applications. To achieve research purposes, we suggested service failure type using the scenario technique and empirically verified by conducting survey. The results showed that the procedural justice and interpersonal justice have influence on trust and trust had an effect on the all quality factors (system, information, service quality). Also, information quality and service quality had an effect on the customer loyalty. Finally, service type had significant moderating effects on the relationship between perceived justice and quality.

• Korean Journal of Veterinary Service
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• v.24 no.1
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• pp.69-82
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• 2001

The result of studying the pathogenicity of Salmonella typhimurium and S enteritidis isolated from domestic animals in Gyeongbuk province were summarized as follows. In Congo-red binding test, S typhimurium had much more rough types than S enteritidis. In colicin production test, 4 strains of S typhimurium were positive but all of S enteritidis were negative. In hemolysin production test, all of S typhimurium and S enteritidis were negative. In Guinea pig serum resistant test, all of S typhimurium and S enteritidis were positive. As a result of pathogenicity test to mice, 54.4% of mice were died. Therefore, S typhimurium and S enteritidis were considered as highly pathogenic. S typhimurium DT104 and S enteritidis PT4 were more pathogenic to mice than other phage types of same serovar. S typhimurium and S enteritidis were considered not so pathogenic for 6-day-old chickens. The recovery rates of Salmonella stains from mice and chickens inoculated were 96.8%, and 54%, respectively. In chickens, proportional to the time from 2 weeks after challenge inoculation, the recovery rates were noticeably decreased.

• Journal of Global Scholars of Marketing Science
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• v.19 no.4
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• pp.57-63
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• 2009

With an exponential increase in electronic commerce (e-commerce), marketers are attempting to gain a competitive advantage by emphasizing service quality and post interaction service aspects, which leads to customer satisfaction or behavioral consequence. Particularly for apparel, service quality is one of the key determinants in encouraging customer e-loyalty, and hence the success of apparel retailing in the context of electronic commerce. Therefore, this study explores e-service quality (E-SERVQUAL) factors and their unique effects on e-loyalty for apparel online shopping based on Parasuraman et al' s (2005) framework. Specific objectives of this study are to identify underlying dimension of E-SERVQUAL, and analyze a structural model for examining the effect of E-SERVQUAL on e-loyalty for online apparel shopping. For the theoretical framework of service quality in the context of online shopping, literatures on traditional and electronic service quality factors were comparatively reviewed, and two aspects of core and recovery services were identified. This study hypothesized that E-SERVQUAL has an effect on e-loyalty; customer satisfaction has a positive effect on e-service loyalty for apparel online shopping; and customer satisfaction mediates in the effect of E-SERVQUAL on e-loyalty for apparel online shopping. A self-administered questionnaire was developed based on literatures. A total of 252 usable questionnaires were obtained from online consumers who had purchase experience with online shopping for apparel products and reside in standard metropolitan areas, in the United States. Factor analysis (e.g., exploratory, confirmatory) was conducted to assess the validity and reliability and the structural equation model including measurement and structural models was estimated via LISREL 8.8 program. Findings showed that the E-SERVQUAL of shopping websites for apparel consisted of five factors: Compensation, Fulfillment, Efficiency, System Availability, and Responsiveness. This supports Parasuraman (2005)'s E-S-QUAL encompassing two aspects of core service (e.g., fulfillment, efficiency, system availability) and recovery related service (e.g., compensation, responsiveness) in the context of apparel shopping online. In the structural equation model, there are five exogenous latent variables for e-SERVQUAL factors; and two endogenous latent variables (e.g., customer satisfaction, e-loyalty). For the measurement model, the factor loadings for each respective construct were statistically significant and were greater than .60 and internal consistency reliabilities ranged from .85 to .88. In the estimated structural model of the e-SERVEQUAL factors, the system availability was found to have direct and positive effect on e-loyalty, whereas efficiency had a negative effect on e-loyalty for apparel online shopping. However, fulfillment was not a significant predictor for explaining consequences of E-SERVQUAL for apparel online shopping. This finding implies that perceived service quality of system available was likely to increase customer satisfaction for apparel online shopping. However, it was not supported that e-loyalty was determined by service quality, because service quality has an indirect effect on e-loyalty (i.e., repurchase intention) by mediating effect of value or satisfaction in the context of online shopping for apparel. In addition, both compensation and responsiveness were found to have a significant impact on customer satisfaction, which influenced e-loyalty for apparel online shopping. Thus, there was significant indirect effect of compensation and responsiveness on e-loyalty. This suggests that the recovery-specific service factors play an important role in maximizing customer satisfaction levels and then maintaining customer loyalty to the online shopping site for apparel. The findings have both managerial and research implications. Fashion marketers can establish long-term relationship with their customers based on continuously measuring customer perceptions for recovery-related service quality, such as quick responses to problem and returns, and compensation for customers' problem after their purchases. In order to maintain e-loyalty, recovery services play an important role in the first choice websites for consumers to purchase clothing. Given that online consumers may shop anywhere, a marketing strategy for improving competitive advantages is to provide better service quality, maximize satisfaction, and turn to creating customers' e-loyalty for apparel online shopping. From a researcher's perspective, there are some limitations of this research that should be considered when interpreting its findings. For future research, findings provide a basis for the further study of this important topic along both theoretical and empirical dimensions. Based on the findings, more comprehensive models for predicting E-SERVQUAL's consequences can be developed and tested. For global fashion marketing, this study can expand to a cross-cultural approach into e-service quality for apparel by including multinational samples.

• 한국방재학회:학술대회논문집
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• 2009.02b
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• pp.26-35
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• 2009

Efficient recovery assistance for individual households is one of the inevitable issues in management after a disaster. Discussion on how the assistance should be provided to them, however, has been put aside whereas amount or contents of it have been disputed every time a disaster happens. Public support system in a time of disaster in Japan is very complicated because many laws are related to recovery support and each law covers just a part of total recovery needs of affected household. It is difficult to see whole picture of the system for affected households. Therefore, households must have many interactions with various sections in charge of particular assistance service to know the contents of each assistance and requirements to receive it to decide combination of supports they use. It is crucial for efficient recovery assistance operation to manage those customer relations since considerable part of troubles in individual recovery came from failure in each interactions caused by lack of common understanding on each recovery process between them. In this paper, I want to introduce how support system in Japan is fragmented, a case of Anamizu town which adopted a customer-oriented framework of information management system for their assistance operation after Mar. 2007 Noto peninsula earthquake and what was learned from the case.