• Journal of Distribution Science
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• v.20 no.12
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• pp.89-98
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• 2022

Purpose: Due to the rapid growth of e-commerce in Thailand, the operational excellence of distribution service providers has been elevated. Thus, this research investigated the key drivers of operational performance of e-commerce distributors in Thailand. The research contains key variables: the analytics capabilities of an organization, supply chain disruption orientation, innovation capability, and operational performance. Research design, data, and methodology: An online survey is administered to top managers and key personnel (N=425) employed for at least one year in Thailand's top five e-commerce distributors. The sampling methods were conducted using purposive sampling, quota sampling, and convenience sampling. Confirmatory Factor Analysis and Structural Equation Model were applied to analyze and confirm the model's goodness-of-fit and hypothesis testing. Results: The findings reveal that an organization's analytics capabilities significantly affect supply chain disruption orientation and supply chain resilience. Furthermore, operational performance is affected by supply chain disruption, supplier quality management, and innovation capability. Nevertheless, supply chain resilience and digital supply chain have no significant effect on operational performance. Conclusions: The results imply that supply chain digitalization could drive higher operational performance. Distribution businesses are encountering transformation and disruption, which should address the high level of a digital supply chain, innovation, and quality management to maximize their profit margin and delivery service quality.

• Journal of Distribution Science
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• v.20 no.10
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• pp.11-17
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• 2022

Purpose: This research aims to find the link between public service Distribution and individual job performance in the provincial municipality. Research design, data, and methodology: This is a quantitative approach study with a non-experimental and correlational design. The sample consisted of 140 employees appointed and hired by the provincial municipality of Huaraz. For data collection, Two questionnaires with an ordinal Likert-type scale and the Rho Spearman correlation coefficient were used to assess the link between the research variables., For Analysis: two questionnaires with an ordinal Likert-type scale and the Rho Spearman correlation coefficient were used to determine the connection between the research variables. Results: It was determined that both variables have a high degree of correlation (0.725), indicating a direct and significant relationship between the Distribution of public service and skill performance in the provincial municipality (0.614). Conclusion: Finally, this allows us to conclude that the institutional context is essential; that is, there is a significant correlation between the PSM and contextual performance in the provincial municipality of Huaraz, which has a Rho Spearman value of 0.723.

• Journal of Distribution Science
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• v.22 no.2
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• pp.103-113
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• 2024

Purpose: With the popularity of artificial intelligence (AI) in the service industry and occurrence ofservice failures in AI-based services, understanding human-robot interaction issues in service failure situations is especially important. Some issues which deserve further empirical investigation are whether consumers can develop the same tolerance for chatbots after service failure as they have for human agents, and the relationship between agent type and tolerance is mediated by the mechanisms of perceived warmth and perceived competence. Research Design, Data, and Methodology: This research experimentally collected and analyzed data from 119 university students who had experienced chatbots service failures. Differences in tolerance towards human agents and chatbots after experiencing service failures were explored, with a further examination of the mediating pathways between this relationship via perceived warmth and perceived competence. Results: Consumers are more tolerant ofservice failure with chatbots compared to service failure with human agents. Significant mediation of the relationship between service agent and service failure tolerance by perceived competence, while perceived warmth has no significant mediating effect. Conclusions: This research enhances our understanding of AI-assisted services, human-computer interaction, improves the service functionality of existing smart devices, and deepens the understanding of the relationship between consumer responses and behaviors.

• Journal of Korean Society of Water and Wastewater
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• v.35 no.6
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• pp.517-531
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• 2021

The water supply facilities of Korea have achieved a rapid growth, along with the other social infrastructures consisting a city, due to the phenomenon of urbanization according to economic development. Meanwhile, the level of water supply service demanded by consumer is also steadily getting higher in keeping with economic growth. However, as an adverse effect of rapid growth, the quantity of aged water supply pipes are increasing rapidly, Bursts caused by pipe aging brought about an enormous economic loss of about 6,161 billion won as of 2019. These problems are not only worsening water supply management, also increasing the regional gap in water supply services. The purpose of this study is to classify hazard evaluation indicators and to rank the water distribution network hazard by cluster using the TOPSIS method. In conclusion, in this study, the entropy-based multi-criteria decision-making methods was applied to rank the hazard management of the water distribution network, and the hazard management ranking for each cluster according to the water supply conditions of the county-level municipalities was determined according to the evaluation indicators of water outage, water leakage, and pipe aging. As such, the hazard ranking method proposed in this study can consider various factors that can impede the tap water supply service in the water distribution network from a macroscopic point of view, and it can be reflected in evaluating the degree of hazard management of the water distribution network from a preventive point of view. Also, it can be utilized in the implementation of the maintenance plan and water distribution network management project considering the equity of water supply service and the stability of service supply.

• Journal of Distribution Research
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• v.3 no.1
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• pp.31-54
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• 1998

The purpose of this research is three-fold; 1, establish the causal model of market-orientation, customer satisfaction, employee satisfaction and firm's perfor-mance. 2. testify the hypothesis derived by the model on a service industry of fastfood franchise. 3. develop the diagnostic tool for managing the service firm from the perspective of CS. The results show us; 1. customer satisfaction increases the performance of franchise store. 2. employee satisfaction does not necessarily increases customer satisfaction in a short-run, however the long-run impact of employee satisfaction on customer satisfaction is conjectured to be increased. 3. Satisfaction Portfolio Analysis can be utilized as management tool to improve the customer satisfaction and employee satisfaction for service industry.

• Journal of the Korean Institute of Illuminating and Electrical Installation Engineers
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• v.20 no.3
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• pp.69-77
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• 2006

This paper presents the service restoration in electric power distribution systems. The aim of the service restoration is to control an emergency taken place in distribution systems and to restore out-of service areas as soon as possible when a fault occurs in distribution systems. For this reason, new service restoration strategies in multi-outage area are suggested in this paper. The suggested algorithm consist of two schemes. One is an individual restoration scheme, the other is an integrated restoration scheme. The former determines a restoration order of outage areas based on a restoration index. Unless the former scheme can generate a feasible restoration plan, the latter one will try to find out a new configuration without an overloaded section through tie exchange method.

• Journal of Distribution Research
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• v.1 no.2
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• pp.29-52
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• 1996

The objective of this study is to test Parasurman, Zeithaml & Berry(1985)'s service quality gap analysis model, and to confirm reliability and to confirm reliability and validity of the model. The reliability of the model is adopted, but the validity must be retested in the further study. In the results of the gap analysis model, the correlation between consumer expectations and management perceptions of consumer expectations(gap1) was not accepted. The correlation between management perceptions of consumer expectations and service quality specifications(gap2), the correlation between service quality specifications and the service actually delivered(gap3), and the correlation between services delivered and services promised to consumers(gap4) were accepted. To improve domestic telecommunication service quality, practical guides such as standardization of job roles, cooperation among customer-contact persons, communication between managers and employees, evaluation programs for employee's improvement of service quality, appropriate supports for customer-contact persons were suggested. For generalizing the gap model, additional studies under the different contexts and industries will be needed.

• Journal of Distribution Science
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• v.3 no.1
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• pp.23-42
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• 2005

The service offer expectation and the desire of customers to a large-sized rate influence store also increase as a result of such environmental change. the counter where research of a book was upgraded from differentiation pursuit by competition between business condition in business condition in the case of the domestic rate influence store which has put the focus on service strengthening The work shrine which cannot reach here the competition predominance in the domestic market it will be hard coming to secure, when environmental change of inside large-sized rate influence store industry is taken into consideration The research which tried to receive customer service failure recovery carried out actual proof analysis in the influence to which fair nature lateness of a customer attains to the re-purchase intention to this store of customer satisfaction and future by service recovery process for an object in the customer who held service failure recovery experience in the domestic large-sized rate influence store.

• Journal of the Korean Institute of Illuminating and Electrical Installation Engineers
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• v.26 no.7
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• pp.23-29
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• 2012

A single line diagram is a graphic user interface to represent electrical connectivity between power equipments in distribution automation systems. This paper proposes a new single line auto-drawing technique based on the service oriented architecture. Web service, CIM(Common Information Model) and SVG(Scalable Vector Graphics) are adopted to implement SOA concept. A web service demo system was established which is configured with the service provider, consumer and broker to verify the feasibility of this study.

• Journal of Distribution Science
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• v.18 no.10
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• pp.39-52
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• 2020

Purpose: This study aims to find out the relationship between the impact of Korean crew on airline service quality in the global aviation market, which is the representative of the face-to-face sales and can help in the face-to-face market of aviation services. Research design, data: The survey was conducted for about a month from March 1 to April 6, 2020, and a total of 300 copies were used in the analysis of the results. To verify the hypothesis, data was analyzed using the statistical package program SPSS 18.0, and frequency analysis, exploratory factor analysis, correlation analysis, and multiple regression analysis were performed. Results: It is a study on the sales of face-to-face service of crews of global airlines. Non-verbal elements in airline service face-to-face sales have been shown to have a significant impact on service quality. Conclusions: In the face-to-face service sales of global airlines, communication has been shown to affect service quality. A face-to-face sale using mother tongue means important. The better the flight attendant's linguistic face-to-face selling ability, the more positive on the airline's quality of service. It suggests that the communication skills of managers in the aviation service market are important for repurchase.