• Knowledge Management Research
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• v.13 no.5
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• pp.113-137
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• 2012

Since service innovation is considered as a new way to gain an advantage in a highly competitive environment, it is imperative for companies to align their service innovation strategy with their business strategy in order to achieve better firm performance. Accordingly, a critical challenge facing firms is how to effectively organize and manage a well-planned service innovation strategy in accordance with the direction of their business strategy. Firms with a good fit between business strategy (i.e., cost leadership, innovative differentiation, and marketing differentiation strategies) and service innovation strategy (service creation-focused, service delivery-focused, and client interface-focused strategies) are expected to have better firm performance than those without such a fit. Based on empirical data from 209 service firms in South Korea, this study aims first to investigate whether a certain service innovation strategy is more effective than others within a particular business strategy. We then examine whether their effective alignment positively affects firm performance. The empirical evidence indicates that the alignment of service innovation strategy with business strategy significantly influences firm performance. The adoption of service innovation strategy was found to have positive effects on firm performance with innovative differentiation and marketing differentiation strategies and negative effects with cost leadership strategy. Lastly, we discuss our study's implications for further research and practice.

• 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.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.17 no.11
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• pp.3030-3049
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• 2023

With the development and wide application of hybrid network computing modes like cloud computing, edge computing and fog computing, the customer service requests and the collaborative optimization of various computing resources face huge challenges. Considering the characteristics of network environment resources, the optimized deployment of service resources is a feasible solution. So, in this paper, the optimal goals for deploying service resources are customer experience and service cost. The focus is on the system impact of deploying services on load, fault tolerance, service cost, and quality of service (QoS). Therefore, the alternate node filtering algorithm (ANF) and the adjustment factor of cost matrix are proposed in this paper to enhance the system service performance without changing the minimum total service cost, and corresponding theoretical proof has been provided. In addition, for improving the fault tolerance of system, the alternate node preference factor and algorithm (ANP) are presented, which can effectively reduce the probability of data copy loss, based on which an improved cost-efficient replica deployment strategy named ICERD is given. Finally, by simulating the random occurrence of cloud node failures in the experiments and comparing the ICERD strategy with representative strategies, it has been validated that the ICERD strategy proposed in this paper not only effectively reduces customer access latency, meets customers' QoS requests, and improves system service quality, but also maintains the load balancing of the entire system, reduces service cost, enhances system fault tolerance, which further confirm the effectiveness and reliability of the ICERD strategy.

• Journal of the Korea Safety Management & Science
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• v.8 no.6
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• pp.109-118
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• 2006

This paper proposes service layout strategy considering service characteristics by the use of benchmarking production system such as layout by P-Q chart, improvement tool, automated system, Toyota production system and lean production system. This paper represents operation methodology of statistical process control using control chart for service performance outcomes.

• Journal of Digital Convergence
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• v.3 no.2
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• pp.117-130
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• 2005

Managing of local government public service is innovation strategy of local government public service using choice and competition principle. Managing strategy of local government public service is new paradigm for innovating public service and role structure of government. It is important to understand properly substance and characteristics of local government public service Accordingly, the purpose of this study understand substance and characteristics of local government public service and describe strategic driving plan of managing local government public service in the future.

• Management & Information Systems Review
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• v.3
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• pp.257-285
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• 1999

Korea Postal Service(KPS) nowadays lies in competitive environment with alternative business such as door-to-door delivery service. Customers began to complain about postal service quality and ask the government to reform a public firm through management innovation. But, Korea Postal Service has not met the break-even point between it's revenue and expenditure because the service is under the government system and cannot independently make major decisions on products, pricing, services, personnel management, financial policies and etc. The objective of this study is to provide marketing planners and practitioners with some guidelines when they establish marketing strategies and to help marketers on theories and practical instructions about postal service marketing when they interact with customers. I. A field survey on both customer satisfaction and internal staff satisfaction was conducted to get some ideas for the marketing strategy planning. II. Practical guidelines and instructions were made for marketers to communicate with customers in various areas such as pricing, product, service demand, marketing channel, promotion, and etc. III. Some suggestions on marketing policies for planners and mangers in the marketing strategy were described including personnel resource as well as physical resource. IV. Special issues on small packet market and direct mail market were discussed and some alternative solutions were proposed. V. Database marketing strategy was emphasized to get new business opportunities such as direct mail, and to provide differential services to customers as much as their contribution into the profitability for KPS. VI. Cyber Post Office should be constructed on Internet to provide new services which are combined with physical material flow and information technologies.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.6 no.1
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• pp.71-98
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• 1998

The study proved the fitness between competitive strategy and service operation strategy of service companies. The competitive strategy of a corporation is a major strategy playing the role of bridge linking both corporate strategy and functional strategy. And it is a choice of method how to win competitors in given area. There have been such a specific methodologies for acquiring competitive advantage as Porters competitive strategy, Miles and Snows adaptive strategy, and Life cycle strategy. But, many scholars have pointed that its more important for high corporate performance to determine the competitive strategy of a corporation fitting the external environment and internal structure. So its needed for successful cost-leadership or differentiation strategy to differentiate organizational function, resources, and various organizational factors. But there have been no methodologies or practical guidelines fitting competitive strategy, corporate structure, and external environment in sprite do service corporations growth. So, the study proved the fitness between competitive strategy and service operation structure in Airlines after selecting service structural elements necessary for strategic management.

• Journal of Information Technology Applications and Management
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• v.13 no.4
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• pp.155-165
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• 2006

Along with the evolution of wireless internet environment, information services in mobile internet are being explosively increased. However, due to the high expense for the use of those services, it is not easy to collect the devoted customers. In order to overcome the adverse conditions, the service should be supported by a strategic application system which facilitates easier and fast service for customer's information needs than that of traditional on-line internet. In this paper, we investigate the strategy how to provide the information service under the customer satisfaction, and also consider some ways of personalization of information service and information provision in real-time. As a result of the works, we develop a system, MoSA-CRM(Mobile Service Application based on CRM) to support customer-oriented information service. We believe that the MoSA-CRM system can provide some benefits for information providers in mobile e-commerce market such as flexibility in business strategy, systematic customer relationship management, and growth in financial ability.

• Journal of Korean Society for Quality Management
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• v.38 no.3
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• pp.363-377
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• 2010

Although the importance of the service sector has been highlighted recently, service innovation remain under-researched by scholars. Innovation research based on manufacturing sector suggests that innovation strategy varies according to the objectives of innovation and has a positive influence on firm performance. To investigate the path that links the objectives of innovation, innovation strategy used and firm performance, this study develops a conceptual model of service innovation from the literature and tests the Structural Equation Model(SEM) using STEPI (Korea's Science and Technology Policy Institute) data. We could identify the causal relationships both between the objectives of innovation and innovation strategy and between innovation strategy and firm performance in service as in manufacturing, but we also found that the results of the empirical study for the service industry, in particular, the empirical results on the relationship between the aims of innovation and innovation strategy used, are quite different from those for manufacturing.

• Journal of Korean Society for Quality Management
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• v.40 no.1
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• pp.25-38
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• 2012

Service FMEA may yield several possible corrective actions for each failure mode with large RPN. Corrective actions for each service failure are usually interrelated with the customers and environmental elements of the service system. SWOT analysis can provide an effective way to analyze the inner and outer environmental impacts for each corrective action. In this paper, we suggest a way for selecting and ranking corrective strategy in service operation based on SWOT analysis. Every candidate of corrective action strategy is ranked and evaluated on the basis of the impact factors of the SWOT variables, correlations between possible corrective actions and SWOT variables, and RPNs of service failures. The most desirable set of corrective actions is selected considering the preference score of each corrective action, required resources and budgetary allowance. The proposed methodology is demonstrated with an illustrative example.