• Journal of the Ergonomics Society of Korea
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• v.31 no.1
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• pp.7-13
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• 2012

Objective: This paper discussed the characteristics of service design process by comparing with product design process. Background: Service design has different design outcomes, project participants, and design constraints than product design. Method: The comparison took two perspectives: one was shorter-term, design process of a service, and the other was longer-term, process of service development. Results: It was discussed that service design process is similar in overall, but has four differences. First, the role of design is required earlier and longer in the process, which means service designers need to participate from the begging of the project to service operation. Thus service designers are required to have holistic viewpoint of the project. Second, service design requires many design expertise thus collaboration needs to be well defined and managed throughout the process. Third, since service provider has limited resources, regulations, and market competition, some service features cannot be provided. Service designers are required to know both customers' needs and functional constraints. Last, service design is highly coupled with service operation. Designing and providing service happens at the same time and evolves over time. Conclusion: Consequently it was asserted that the role of designers in service design is essential for success. In specific, the role of service design architect, who manages design process and design outcomes, is a new and important role in service design project.

• Journal of Information Technology Services
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• v.9 no.4
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• pp.169-185
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• 2010

According to software growth, also software maintenance has been continuously improving. In addition, the existing concept of software maintenance process demands operational management and improvement of service task. However, when we perform maintenance task, we have several constraints about applying service based requirement to system. Therefore, in order to solve these problems, we need a study of task of process for service based maintenance. In this paper, we propose a Service based Software Maintenance Process. Proposed process based on MaRMI-RE standard for software development and maintenance and compares it with the service based representative standards. In a related works, we study activity of ITIL and identify activities and tasks for maintenance. After this, identified activities and tasks compare with activities of MaRMI-RE. And then, we derive activities and tasks of a Service based Software Maintenance Process. Finally, we validate a result by comparing the proposed process with a general service operational process.

• Journal of KIISE:Software and Applications
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• v.35 no.11
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• pp.653-660
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• 2008

Recently, Service-oriented computing is the emerging computing paradigm. In this paradigm, we require the practical process model to support service oriented software development. The well-known development methods e.g., Unified Software Development Process, UML components have been proposed focused on component. So, these methods cannot support service-oriented computing concepts such as service definition, binding and composition concepts using Business Process Execution Language (BPEL). Also, a few proposed service-oriented approach, for example Service Oriented Unified process (SOUP), and Service Oriented Modeling and Architecture (SOMA) have appeared. However, these approaches do not explicitly represent detailed guideline, artifacts and approach. Therefore, in this paper we propose a practical and simple process model to support service oriented software development. Also, we explicitly represent process model and artifact using Software Process Engineering Metamodel (SPEM) which is proposed by OMG. By using our approach, it can enhance systematization and effectiveness for service-oriented software development.

• Journal of Information Technology Services
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• v.10 no.4
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• pp.295-307
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• 2011

The purpose of this research is to find a better knowledge service R&D management process. There are four basic characteristics in service : intangibility, inseparability, inconsistency, and no inventory. These intrinsic characteristics require us to change the traditional manufacturing sector based R&D management process. It is necessary to develop an effective knowledge service R&D management model to improve the competitiveness of the service industry and Korean economy. A model case knowledge service R&D has been performed to find a better R&D management model. The whole cycle of R&D process, such as planning, selection, performing, and evaluation has been reviewed by real experience. Several important aspects of R&D process are compared between manufacturing R&D and service R&D. A knowledge service R&D management framework has been suggested. The results of this research can be used for building a better service R&D management process.

• Journal of Information Technology Services
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• v.9 no.1
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• pp.173-197
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• 2010

Though service is recognized as not only a new driver for economy growth but also a source for sustainable value creation, it has been misunderstood in the literatures because of traditional characteristics of service such as inseparability, heterogeneity, intangibility, and perishability. This perspective can be a cause of barrier to approach a service. The purpose of this study is to develop and validate an instrument to measure of the service process. A series of statistical procedures were used to analyze the data, which proved that the instrument is valid and reliable. This study makes a contribution to both academic research and management practice. Theoretically, this study provides a measurement of service process in organizations for identifying service process. In practice, the results of this study will help organizations evaluate their service process innovation.

• 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.36 no.4
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• pp.47-55
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• 2008

This study describes the creation of a scale to measure standardization for service encounter process. Measuring standardization of service encounter process is devided into manual level and action level. We investigate the relative impact of process standardization about service quality, job satisfaction and labor productivity. Our findings indicate that action level of service encounter process standardization is more important than manual level, and its process standardization positively affects service quality, job satisfaction and labor productivity positively.

• 한국IT서비스학회:학술대회논문집
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• 2006.11a
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• pp.240-247
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• 2006

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 before and after improvement was conducted to find that health care services is now more customer-oriented and hospital employees can link their duties with service delivery system. The analysis of service blueprint of outpatients' service process suggested in this study are 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 Information Technology Services
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• v.16 no.3
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• pp.185-203
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• 2017

Call center service is enabled by the use of a firm's various information technologies (IT) and accumulated knowledge. IT and knowledge resources have been considered a fundamental infrastructure for developing a firm's business capabilities. Recognizing this, this study examines whether a firm's IT and customer knowledge resources enhance its customer service process capability and thereby contribute to creating superior customer service, at the level of customer service representatives (CSRs). That is, constructs in this study were measured on a basis of CSRs' perception. Moreover, this study verifies the moderating role of CSRs' computer self-efficacy on the relationships between IT and customer knowledge resources and customer service process capability. To test the proposed hypotheses, this study conducted partial least squares (PLS) analysis with a total of 234 data which were collected on CSRs working at four call centers. The key findings are as follows: first, IT infrastructure integration and customer knowledge integration are positively associated with customer service process capability. Second, customer service process capability is a key determinant of customer service performance. Finally, CSRs' computer self-efficacy has a moderating effect on the relationship between IT infrastructure integration and customer service process capability. The details of the findings and implications are presented.

• The Research Journal of the Costume Culture
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• v.10 no.4
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• pp.350-363
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• 2002

The purposes of this study were 1) to examine the conceptual structure of outcome quality and process quality of beauty service, 2) to investigate the relationships among beauty service quality, consumer satisfaction, word-of-mouth reputation and perceived risk, and 3) to find out the effects of related variables on consumer satisfaction. The questionnaire was developed based on pretest and previous studies, and completed by 435 female consumers that experienced beauty service during about one month in Busan. First, factor analysis showed that the process quality of beauty services consisted of four factors, such as Employee Service, Physical Service, Time-saving Service, and Economic Service. And the outcome service quality consisted of two factors, such as Socio-psychological service, Functional service. Second, the higher word-of-mouth reputation and the lower perceived risk were the higher perceived beauty service quality and the more satisfied with service. Third, the process quality of beauty service, word-of-mouth reputation, socio-psychological service quality effected on consumer satisfaction. Especially, the employee service was very important on consumer satisfaction.