• Journal of the Ergonomics Society of Korea
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• v.31 no.1
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• pp.101-107
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• 2012

Objective: The aim of this study is to investigate service design cases by online service companies and suggests framework to understand service design of them. Background: Recently, exploratory service design cases by online service companies such as Google, Apple, and NHN has been developed. Service design and online service experience design has been booming among user experience professionals but these two areas are not clearly defined. It is interesting to study the definition and key factors of service design and online service experience design. Moreover, investigating service design cases by online service companies is needed. Method: Due to diversification of service design cases by online service companies, this study has reviewed online resources and literatures about top 5 online service companies in USA and Korea. Furthermore, this study used expert interview who worked for service design at NHN. To understand the attributes of service design cases, this study developed 3 types of service design classifications scheme such as service design as extension of online service, space design and event service design. Finally, this study suggested a new framework for service design cases. Results: This study investigated service design cases by online service companies and suggests key issues and frameworks to uncover service design for online service. Conclusion: Service design cases for online service was analyzed by $2^*2$ matrix(extension, $enrichment^*product$, service) to explain characteristics and attributes. NHN's Knowledge-iN bookshelf at NHN library1 is a unique form of service design as a tool of enrichment of online experience. Application: The results of this study might help to understand service design cases and plan new service design for online service companies with structured framework.

• Korea Journal of Hospital Management
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• v.22 no.3
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• pp.88-104
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• 2017

The purpose of this study explains how service characteristics such as service competence, service customization, interpersonal communication and image affect service trust and affective commitments and how service trust, affective commitment play a role in affecting risk-taking and service loyalty in specialty hospital. and then confirm the mediating role of relationship quality components such as service trust and affective commitment in the above path relation. For this purpose, the research hypothesis was verified by structural equation model analysis(SEM) using SPSS 21.0 and AMOS 20.0 statistical package. The results of the study are as follows. First, interpersonal communication influenced service trust, image influenced affective commitment, service ability influenced service trust and emotional commitment, while service customization did not affect any factor. Second, service trust and affective commitment did not effect each other. Third, service trust and affective commitment were more powerful in risk-taking than the influence on service loyalty. Fourth, Risk takings affected service loyalty. Therefore, marketers of special hospitals not only medical services by providing medical service with superior service ability, but also by always strengthening interpersonal communication at the time of providing services. This will enable consumers to overcome the avoidance in the service decision process and implement a specific service marketing strategy that can continuously use the hospital service.

• Journal of Information Technology Services
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• v.7 no.2
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• pp.223-242
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• 2008

We assess service delivery system for outpatients of general hospital(A) using service blueprint. Service blueprint for outpatients' service process currently being implemented in general hospital(A) is analysed to improve hospital services and define hospital service delivery system more accurately. In addition, comparative analysis of service blueprint between before and after improvement is conducted to find that health care services Is now more customer-oriented and hospital employees can link their duties to service delivery system. Dealing with the efficiency of health care service delivery system based on service blueprint analysis is expected to pave the way for continual service quality improvement of general hospitals in the future. The analysis of service blueprint of outpatients' service process suggested in this study is useful for setting strategies for health care service. It also helps service process design and service digitalization of other general hospitals in the future.

• Journal of Korean Society for Quality Management
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• v.39 no.1
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• pp.78-89
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• 2011

A study for service quality is actively done but that for the quality level of the provided service recognized by the service provider for the same service, and for the difference in quality level of service use recognized by the service user is not relatively widely done. Thus, this study analyzed difference between the quality level of the provided service recognized by the service provider and the quality level of service use recognized by the service user, around administrative service as one of cores of the university service, and examined how difference between both service qualities have effect on business the business satisfaction level of the service provider. We measured the service level provided by the individual in charge of the administrative service of the A-university and examined the service quality in business by use of questionnaires. As the result, it was appeared that the quality level of the provided service recognized by the service provider for the same service quality was higher than the quality level of service use recognized by the service user. In addition, it was found that the quality level of the provided service recognized by the service provider had a significant effect on the service provider's business satisfaction level but the quality level of service use recognized by the service user had not effect on the business satisfaction level of the provider.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.40 no.2
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• pp.41-50
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• 2017

The purpose of this paper is to improve the service tree analysis introduced recently by Geum et al. [15]. Service tree analysis structures the service based on the customer participation perspective and provides a qualitative analysis method categorizing the service elements on the basis of its impact to top service. This paper attempts to apply the concept of reliability importance to the service tree analysis as a perspective of quantitative analysis, which is considered little in Geum et al. [15]. Reliability importance is a measure of the structural impact of the components that make up the system on the system lifetime in reliability engineering field and often used in fault tree analysis. We transform the reliability importance into service importance in accordance with service tree analysis, so that the influence of service elements on the service can be judged and compared. The service importance is defined as the amount of change of the service according to the change of the service element, therefore, it can be utilized as an index for determining a service element for service improvement. In addition, as an index for paired service elements, the relationship between the two service components can be measured by joint service importance. This paper introduces conceptual changes in the process of applying reliability importance to service analysis, and shows how to use the service importance for identifying the priority of service element for the final service and improving customer satisfaction through an example. By using the service importance and joint service importance in service tree analysis, it is possible to make efficient decision making in the process of determining the service elements for analyzing and improving the service.

• Journal of Information Technology Services
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• v.6 no.3
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• pp.209-224
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• 2007

Currently, the world has experienced a mass exodus of workforce from the manufacturing industry to service related industry. In addition, the changes of industry structure toward service industry have been gradually accelerated. We have felt that it is time to conduct researches about IT service systematizing and discovering the essence of service itself with scientific and synthetic ways based on Service Science. For Service Science researchers, service identification is regarded as a difficult activity when they contact it for the first time and they want to apply it real environment. In reality, there exist mismatches between business and IT service to identify service since service is identified from the business point of view in Service Science area and it is identified from the technical point of view in IT service area. In this paper, we have conducted researches about service identification placed on the first priority and regarded as difficult area in service-oriented business area. To lessen aforementioned difficulties, we propose procedures and methods for extracting and identifying service in the viewpoint of business process. We conducted case study and comparison with existing researches to verify the applicability and the excellence of our proposal.

• Journal of the Korea Society of Computer and Information
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• v.23 no.12
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• pp.195-201
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• 2018

This study is attempted to demonstrate the structure of the influencing factors on the performance of services of knowledge based service firms. In the model presented, the structure is that service performance in knowledge-based services are affected by the strategic utilization of knowledge resources and service orientation factors of the service organization. And the service performance are also affected in which the systemization of service processes and customer satisfaction play a mediating role. As an analysis result of examining 148 practitioners engaged in the knowledge service industry, it is necessary to increase the satisfaction of external customers in order to improve service performance in a knowledge-based service organizations. This can be achieved by increasing the satisfaction of internal customers. In addition, for this structure to be successful, the service production process to be provided to the customer must be enhanced. The service production process has been found to be an important factor influencing the internal customer satisfaction and service delivery process, especially in the use of knowledge resource, and customer oriented service among service orientation factors.

• Journal of Fashion Business
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• v.21 no.6
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• pp.106-121
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• 2017

This study was to identify underlying dimensions of service encounter quality, to test difference in service encounter quality between interpersonal service(IPS) and self-service technology(SST) and to predict service effectiveness and behavioral intentions in the fashion retail context. A field experimental study was designed for collecting data. Repeat sampling frames were involved in two types of service encounters: interpersonal service and self-service technology within the store environment. Thirty participants served as subjects. Sample represents more females than males, and age was ranged from 20 to 33 years old (Mean=24.2). The result suggested that service encounter quality consisted of competence, dedication, and listening. There was a significant mean difference on listening factor of service encounter quality between IPS and SST. For the interpersonal service, dedication and listening had significant effects on service effectiveness. For the self-service technology, competence and listening had significant effects on service effectiveness. In the IPS condition, the service effectiveness significantly affected the revisit intention, whereas it was not significantly related to the revisit intention in the SST condition. This study discussed managerial implications for fashion retailers seeking to effectively manage service quality by specifying interpersonal service versus self-service technology in the retail environments.

• Korean Management Science Review
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• v.28 no.3
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• pp.15-29
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• 2011

In this paper, we consider a system working at both primary service and secondary service. A server can switch between the primary service and the secondary service or it can be assigned to secondary service as a dedicated server. A service policy is characterized by the number of servers dedicated to the secondary service and a rule for switching the remaining servers between two services. The primary service system is modelled as a Markovian queueing system and the throughput is a function of the number of servers, buffer capacity, and service policy. And the secondary service system has a service level requirement strategically determined to perform the service assigned. There is a revenue obtained from throughput and costs due to servers and buffers. We study the problem of simultaneously determining the optimal total number of servers, buffers, and service policy to maximize profit of the system subject to both an expected customer waiting time constraint of the primary service and a service level constraint of the secondary service and develop an algorithm which can be successfully applied with the small number of computations.

• Asia pacific journal of information systems
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• v.13 no.3
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• pp.85-106
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• 2003

Recently, firms which have offered a "free Internet service" to their customers, are considering a "charged Internet service" for increasing a company's profit. But they have doubts about the results, because consumers may fly away from their web-site easily and may discontinue using their services. The purpose of this study is to investigate which factors make consumers use the charged Internet services. To do this, the factors, which are ease of using the service, usefulness of the service, the reputation of the service provider, service cost, and the intention to use the service as a mediator, are analyzed. To achieve this research objective, a structural equation model was constructed and a field study method was used. The findings are summarized as follows: First, ease of using the service, usefulness of the service, and service cost have significant impacts on the charged Internet service usage through the intention to use. Especially, although service cost influences on the service usage largely, the usefulness of the service has a bigger impact on the charged Internet service usage than service cost. Second, the reputation of the service provider does not have any impact on the service usage. Third, consumers using only the free Internet service tend to hesitate about using the "charged Internet service" because they doubt its ease of use and usefulness in spite of the service cost.