• Asia Marketing Journal
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• v.17 no.2
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• pp.97-125
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• 2015

In this study, we tried to evaluate the relative importance and find out the differences in consumer perceptions regarding service recovery strategies and the service provider in the distribution industry by using AHP (Analytic Hierarchy Process) analysis method. Therefore in this study, we tried to systematize various recovery strategies which were considered very important during service failure process in the distribution industry and analyze the relative importance for each recovery strategy. We set hierarchy composed of four items of monetary, action-oriented, psychological, and assured level as primary selection criteria and a total of 16 items(indemnity, refund, gift, gift certificate, prompt resolution, exchange, manager support, explanation, apology, empathy, acknowledge, kindness, assortment, after service, manage subcontractor, manage employee) as secondary selection criteria. We tried to take one step further from the service sector and study service recovery strategies specialized in distributor services. This study suggests various implications about service recovery strategies of distributors. First, this study can provide practical implications - e.g. service recovery efforts should be applied differently depending on service channels. There is a perceptual difference with respect to the importance of the types of service recovery strategies between service provider and final customer. Second, we can find theoretical implications in terms of identifying the priorities through hierarchy design of new recovery strategies and comparison of each element from the classifications of the current fractional recovery strategies. We hope to help service providers to build more efficient recovery strategy system based on the results of this study.

• Journal of the Korea Convergence Society
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• v.12 no.12
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• pp.185-196
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• 2021

This study is based on the 'National Pilot Project on Digital Signage in Sejong Special City', one of the pilot projects initiated by the Ministry of Public Administration and Security. This project was an attempt to present the digital signage as a 'public service content platform' integrated with smart technologies. This study suggests that the planning strategy for placing public service contents on digital signage platform should focus on interests of local communities or users rather than high-tech suppliers of digital signage. In consideration of growing needs for smart technology-based public service, this study concentrates on the strategy for developing 'public digital signage services'. In addition, 'digital signage service tools' were designed to easily establish or execute the strategy. The aim of this study is developing the strategy to make digital signage a public cultural service platform as well as a digital advertisement tool. The final goal of this study is to demonstrate public value creation performance of the 'Revitalisation Project of Sejong City's Commercial Districts', which was possible thanks to the proactive involvement of citizens coupled with progressive utilization of interactive media.

• The Journal of the Korea Contents Association
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• v.22 no.3
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• pp.380-389
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• 2022

Service design refers to an activity to design a user's service experience and a design area for professionally executing it. In order to design services from the people's point of view away from the supplier-oriented policy decisions in the past, the recent public participation business model using the service design methodology is increasing. In particular, the Ministry of Public Administration and Security formed the 'National Design Team' in 2014 to design services from the perspective of the public throughout the policy process. The public participatory policy model is being operated in which the public as policy consumers, service designers and public officials as suppliers participate in the overall policy process to develop and develop public services through service design techniques. This study is meaningful in that it presented the developmental direction of the actual project site through the case of the National Design Team sign improvement project with the goal of establishing a regional revitalization strategy using the service design methodology. However, as this study is about the current project, verification of the application of future project sites and user satisfaction evaluation have not been conducted. When the project is completed in the future, it is necessary to conduct a project satisfaction survey targeting consumers.

• IE interfaces
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• v.20 no.3
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• pp.257-266
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• 2007

To survive in rapidly changing business environment, the enterprises of all over the world are trying to integrate their IT infra structure and are trying to automate their business process. Service Oriented Architecture (SOA) is being accepted as an IT standard to support efficient system integration and flexible business process automation between enterprises or departments. The material control system is required this software architecture between manufacturing company and materials supply vendors. This paper introduces concept of SOA, relevant technology about SOA such as Web Services and Business Process Execution Language (BPEL) and Enterprise Service Bus (ESB) and describes how to automate materials control process by designing the material control system based on SOA. The analysis of requirements is proceeded by Unified Modeling Language (UML) and SOA delivery strategy is selected the top-down strategy. And this paper describes how to derive services and operations and how to arrange services in three service layers and how to design business process.

• Journal of Information Technology Applications and Management
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• v.25 no.3
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• pp.29-41
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• 2018

The purpose of constructing university information system is for improvement in diversification and throughput of information, streamlines business processes, rapid exchange of information, sharing of information, decision-making information, and securing educational facilities. Similar to business information technology system, university information system does not have a review system for sharing and overlapping investment of information. Due to the lack of project management for outsourcing and vulnerability of system suitability, system audit is absolutely needed for the university information system. This paper especially focuses on an operational phase in the audit of university information system. Additionally, we proposed operating model and checklists of the university information system based on Management Guidelines of ITIL V3 Operational and Information System. We derived the checklists of operation audit by each domain of service strategy, service design, service transition, service operation, and continual service improvement. As the result, this study appear to have more than average satisfaction the suitability results were.

• The Journal of Industrial Distribution & Business
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• v.13 no.12
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• pp.9-22
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• 2022

Purpose: Establishing a competitive advantage in the aviation market is essential as the competition among domestic airlines intensifies. Therefore, this study examined the management strategies of both large domestic airlines and low-cost airlines. Research design, data, and methodology: This study classified domestic airlines into Full Service Airlines (FSA) and Low Cost Carriers (LCC), examined each airline's current status and characteristics, and conducted case analyses of FSA and LCC based on Porter's generic competitive strategy. Results: The analyses determined that LCC primarily implemented a cost-advantage strategy, and FSA implemented a differentiation strategy. However, as competition intensified, FSA pursued cost-advantage strategies while establishing LCC through subsidiaries. There are various specific cost reduction methods, including service simplicity, scalability, high utilization, low landing fees, low-cost unit, and point-to-point flight strategies. Conclusions: LCCs are focusing on cost advantage strategies that reduce costs; however, the FSA also runs special price events that are as good as LCCs and are comparable to LCCs on some routes. Furthermore, LCC has recently expanded its mid- and long-distance routes, making competition for long-distance routes with major airlines unavoidable.

• Journal of Information Technology Services
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• v.9 no.4
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• pp.231-242
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• 2010

The emergence of convergence has been the cause of development of the industry more complex and difficult by continually changing business environment and the destruction of the business area. The government-initiatives approach shows the limits to foster the new industries in needs of service-oriented ecosystem. In this study, we propose the service model as service-based approach for the development of new industries derived through the convergence inter-industry. While business model is defined based on the company's temporary and piecemeal activities, service model is the concept of dynamic and continuous that includes national, industrial, corporate level. In order to derive the service model, to identify current problems and issues with the public and the private sector is first. Then design the roadmap for the implementation of the desired shape through strategy from optimal rationality and long-term strategy. In this study, we define a service model, and consider when establishing a service model for three dimensional(national, industrial, corporate level) through analyzed by 3Level Service Model. And we also consider characteristics of the service model and approach, present the case of 'New Transit Card Services in Seoul'.

• Proceedings of the Korea Technology Innovation Society Conference
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• 2017.05a
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• pp.219-219
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• 2017

This study aims at examining each firm's decision-makings of complex product and system (hereafter CoPS) innovation strategy, so that it tries to reveal the nature and role of CoPS innovations strategy. And it designed a comparative case study along with qualitative methods, by having two mobile operators' digital rights management (hereafter DRM) innovation in South Korea's digital music service industry. Through literature review, this study formulated three research propositions: (i) Each firm's decision-makings of CoPS innovations strategy are analytical negotiation process among economic actors in an industry; (ii) Each firm's market power originated from its market share from the installed base through network effect and switching cost influence decision-makings of CoPS innovation strategies; (iii) Each firm's decision-makings of different CoPS innovation strategies are related to their intension of achieving better market power, consequently dominant design. Through empirical examination of two mobile operators' decision-makings of DRM innovation strategy, this study empirically verified three research propositions.

• Journal of The Korean Digital Architecture Interior Association
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• v.10 no.2
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• pp.31-38
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• 2010

This study is to suggest a strategy and trend of products development by major construction companies to form a trend and to set the trend in housing market through investigation about brand image campaign for TV ad, individual design items, result of products development and special plans. It is the strategy for products development of construction companies surveyed to be divided into five kinds. First, the change from in the unit to outside. Second, centralization of design powers about products development through submit and the wining of a prize in the domestic & foreign design fair to publicize a excellent quality in a roundabout way. Third, reinforcement of service for support the habitability and design manual for secure uniform quality. Forth, investment in the environment-friendly housing and new recycling energy. Fifth, reinforcement of organizational power for improving production capability.

• Journal of Fashion Business
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• v.11 no.2
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• pp.1-13
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• 2007

The purpose of this study is to confirm Customer Voluntary Performance as a new strategy that contributes to Service Quality and maintains customer Relationship, and to understand how Service Quality and Relationship Benefits on Customer Voluntary Performance. To pursue the above purposes, the experimental model showing the working process was designed like this: Service quality - Relationship Benefits - Customer Satisfaction - Relationship Quality - Customer Voluntary Performance. To accomplish the experimental study, questionnaire method was chosen and targeted women living seoul. 721 questionnaires were used in last analysis. SPSS 8.0 was used in analysis of data. The results show that (1)Customer satisfaction was affected by Service Quality and Relationship Benefits affirmatively; (2)Relationship Quality was affected by Customer Satisfaction, Service Quality, Relationship Benefit; (3)Customer Voluntary Performance was affected by Relationship Quality and Customer Satisfaction; (4)Service Quality and Relationship Benefits influenced on Customer Voluntary Performance. This study has a important meaning that it provides marketing strategy on satisfied relationship maintenance and customer satisfaction creation.