• Journal of Digital Convergence
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• v.12 no.1
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• pp.149-161
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• 2014

According to the economic advancement, the position of service industry in GDP has increased. Development of service industry has solved the employment issue and derived the activation of the internal market. It has contributed to demand creation in health care, education, and culture, enhancing competition of the manufacturing industry and entire economic development. By the development of information communication technologies, improvement of the quality of life from those, and changes in the competitive environment, customers, from businesses and public agencies, or the customer's needs are increasing. In these circumstances, companies are operating non-face-to-face contact call center for the purpose to communicate with customers, handle customer complaints, attract and retain new customers. In this study, to improve the performance of the non-face-to-face contact call center, this study tried to derive the call center's 'Service Process Modeling' and future policy assignment by analyzing the problem from the research of the service and process summary, performance evaluation, call center evaluation and etc.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.1
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• pp.735-743
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• 2015

The service oriented architecture assures flexibility of enterprise application development, so it supports agile reaction to business change. On the other hand, considerable effort is needed to develop a service by combining business and constraint consumes because the entire combination logic should be changed according to the change in business rule. To improve the current method, this paper applied an aspect oriented approach to service system development. In this paper, the rule concern is proposed in addition to the core concern and cross cutting concern of aspect oriented approach. The rule concern is extracted from business rules included in the business processes and services. The rule concern is classified into the process rule aspect and service rule aspect according to the level of the rule. In the proposed approach, system is modularized into the core concern, cross cutting concern and rule concern through separation of concern, and they are maintained independently. Therefore, the adaptability, reusability, and maintainability of a service system will be enhanced.

• Journal of Service Research and Studies
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• v.8 no.1
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• pp.59-72
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• 2018

In the perspective of service, it is important to institute certification process required by International Standard Organization (ISO) for software (SW) development process, since Information and Communication Technology (ICT) takes high portion of the Korean industry and its certification for SW is essential internationally for trade. In addition, the certification service provided by BPMN tools like ADONIS is absolutely necessary. In that perspective, this paper proposes a new approach to satisfy this kind of necessity. This approach provides the certification service for the safety of SW required at the international level in Korean industry. Furthermore, the approach can be applied to other domains beside the SW. In order to demonstrate the approach, this paper shows how to guarantee service design for certification of ECSS-E-40 of European Space Agency (ESA) with ADONIS. This paper focuses on specification and verification of SW in E-40, and the main requirement for the verification will be safety of the SW.

• Proceedings of KOSOMES biannual meeting
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• 2004.11a
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• pp.95-100
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• 2004

This study is about current operating system and development process of remote island route. 14 companies are providing safe transportation service for remote island residents with total 30 boots on 27 routes. Each route transit analysis shows that the number of passenger tends to increase every year. In order to enhance customer satisfaction, more constructive improvement is demanded, such as implementing operation evaluation on each charter service provider.1he result obtained from this study is to be utilized as basic document for remote island route development process in semi-long run basis.

• Journal of the Korean Society of Marine Environment & Safety
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• v.11 no.1 s.22
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• pp.83-88
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• 2005

This study is about current operating system and development process if remote island route. 14 companies are providing safe transportation service for remote island residents with total 30 boots on Z7 routes. Each route transit analysis shows tint the number of passenger tends to increase every year. In order to enhance customer satisfaction, more constructive improvement is demanded, such as implementing operation evaluation on each charter service provider.1he result obtained from this study is to be utilized as basic document for remote island route development process in semi-long run basis.

• Korea Journal of Hospital Management
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• v.1 no.1
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• pp.170-187
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• 1996

This paper proposes a change process model for organization development in health care organizations and provide an OD case exemplar of nursing service unit at Virtual Hospital. This case exemplar was written in a narrative form rather than in an argumentative form as an embodiment of organization development process as is viewed from the cultural/interpretive perspective rather than from the technical/rational one. This case exemplar illustrates the change process which consists of four interrelated components: change intervention, organizational target variables, individual organizational member, and organizational outcomes. It also demonstrates the applicability of the narrative rationality which involves narrative probability and narrative fidelity to the story where the learning organization, shared governance, and empowerment are fully emplotted and enlivened. The implications for organization development in health care organizations are discussed.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.5
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• pp.35-44
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• 2018

The purpose of this study was to derive the factors that affect the development cost and the priority/weight of effectiveness in the pre-development stage of a service robot to estimate the development cost. In particular, the functions of service robots vary according to the field of application, and their prices are not only different but most of them are small-scale production; hence, a cost estimation is necessary. In this research, the factors affecting the service robot development cost in the process of service robot development and adding functions are classified as a functional factor while the factors that affect the entire development cost due to environmental causes, in which the service robot is operated or in the development process, are classified as an adjustment factor. The FGI was conducted to derive the factors and a Delphi survey was conducted among 84 domestic experts to determine the weights of the factors. As a result of the analysis, six functional factors (41 detailed criteria) and five adjustment factors (17 criteria) were derived, the cost weight and rank of the factors were suggested. This study suggests that the development cost of the service robot can be used as a decision-making strategy to select the operation functions in the development process, and can be utilized as an essential tool for the service robot development.

• Journal of Distribution Science
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• v.22 no.2
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• pp.63-69
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• 2024

Purpose: This study analyses the Service Development Strategy for MICE in Nakhon Si Thammarat Province, Thailand aim to 1) Investigate the current and desirable conditions of the service businesses in order to support the MICE 2) Undertake a SWOT analysis of service businesses with regard to supporting the MICE 3) Analyze service business distribution strategies development to support the MICE in Nakhon Si Thammarat Province. Research design, data and methodology: This study divided into 2 phases: Phase 1 involved qualitative research to study the process of service businesses in their support of the MICE. Phase 2 involved research and development with regard to the development of innovative service business development strategies to support the MICE. Results: The article showed that company executives and related parties understand the meaning of service business management to support the MICE to consist of 8 indicators: quality of meeting venues, access to meeting venues, meeting infrastructure, government support, additional activities in addition to meetings, the image and reputation of the city, MICE personnel, and security. Conclusions: Strategies for developing service business innovations to support the MICE consist of a proactive strategy, a preventive strategy, and a remedial strategy together with defensive strategies.

• Journal of the Korean Society of Clothing and Textiles
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• v.29 no.2
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• pp.328-339
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• 2005

The purpose of this study were to extract and empirically examine the effect variables on phase performance of relationship development process by identifying relationship development process between apparel store and customer. The questionnaires was asministered to 333 women frequency use of a department store, big shopping mall, discount store in Gwang-ju city during March 4-11, 2003. The data was analyzed by factor analysis, correlation analysis, and Structural Equation Model using LISREL 8.30 program. As the results, the perceived service quality with attractive factor of relationship explration phase direct positively influenced customer satisfaction among relationship expansion phases. However, relational benefit directly influenced customer satisfaction with the primary phase of relationship maintain as well as trust, customer commiment and long-term orientation. Also, customer satisfaction direct positively influenced trust, and customer' trust direct positively influenced customer commitment. Finally, the customer commitment direct positively influenced long-term orientation.

• 한국IT서비스학회:학술대회논문집
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• 2008.05a
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• pp.339-342
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• 2008

최근 IT서비스 산업은 복잡한 서비스 시스템 통합과 더불어, 제품과 서비스의 융/복합화를 위한 IT서비스 제조 (manufacturing)산업으로 활발히 확장되고 있다. 이는 제품의 서비스화 (product servicize)와 서비스의 제품화 (service productize) 현상의 가속화로 인해 제품과 서비스의 구분이 모호해 지고 있는 산업변화에 대응하려는 산업의 노력으로 판단된다. 고객 가치 향상을 위해 IT서비스 제조산업에서는 제품과 서비스의 모호한 경계를 극복하고, 서비스중심의 신규 IT서비스를 개발할 수 있는 무형의 프로세스 정립이 요구되었다. 본 연구에서는 서비스 사이언스 측면에서 제공되는 이론들 (NPD, NSD, UCD, Contingency theory)을 검토하여, IT서비스 제조산업의 특성이 반영된 마케팅 지원 process template를 개발하는 데에 목적이 있다. 제안된 template는 목표시장 및 기술환경의 분석과 동시에 IT서비스 제품 분석을 통해 IT서비스 사업 마케팅 기회를 전략적으로 탐색할 수 있는 도구가 될 수 있을 것으로 판단된다.