• Korea Journal of Hospital Management
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• v.14 no.1
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• pp.99-122
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• 2009

In this study, the authors developed typologies of failures and recovery strategies in healthcare services, adopting the research framework of Kelley et al.(1993), Hoffman, et al.(1995), and Forbes et al.(2005). Data were collected form a sample of 559 respondents recruited in several regions of Korea through self-administered questionnaires. Data collection was done at hospitals and clinics respondents were visiting. The study has identified typologies of 21 failures and 10 recovery strategies in health care services. Results shows that "insufficient explanation by doctors" was the most frequent service failure followed by "insincere attitude of administrative employees" and "insincere attitude of nurses. "The type of recovery (compensation) that most of the respondents have received was apology from the healthcare service providers while the recovery that most respondents wanted to receive was sufficient explanation, suggesting that there is a significant gap between what is wanted and what is offered. Implications for healthcare service providers as well as limitations of the current study were discussed. Directions for further research were also suggested.

• Proceedings of the Korea Society of Information Technology Applications Conference
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• 2005.11a
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• pp.243-246
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• 2005

Recent ubiquitous computing environments increasingly impact on our lives using the current technologies of sensor network and ubiquitous services. In this paper, we propose ubiquitous architectural framework for ubiquitous sleep aid service(UbiSAS) in the subset of ubiquitous computing for refreshing of human's sleep. And we examine technical feasibility. Human can recover his health through refreshing sleep from fatigue. Ubiquitous architectural framework for UbiSAS in digital home offers agreeable sleeping environment and improves recovery from fatigue. So we present new concept of ubiquitous architectural framework dissolving stress. Specially, we apply context to context-aware framework module. This context is transferred to context adaptive inference engine which has service invocation function in intelligent agent module. Ubiquitous architectural framework for UbiSAS using context adaptive rule inference engine without user intervention is technical issue. That is to say, we should take sleep comfortably during our sleeping. And sensed information during sleeping is changed to context-aware information. This presents significant information in context adaptive rule inference engine for UbiSAS. This information includes all sleeping state during sleeping in context-aware computing technique. So we propose more effective and most suitable ubiquitous architectural framework using context adaptive rule inference engine for refreshing sleep in this paper.

• Journal of Institute of Control, Robotics and Systems
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• v.16 no.6
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• pp.601-607
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• 2010

For commercial success of emerging service robots, the fault tolerant technology for system reliability and human safety is crucial. Traditionally fault tolerance methods have been implemented in application level. However, from our studies on the common design patterns in fault tolerance, we argue that a framework-based approach provides many benefits in providing reliability for system development. To demonstrate the benefits, we build a framework-based fault tolerant engine for OPRoS (Open Platform for Robotic Services) standards. The fault manager in framework provides a set of fault tolerant measures of detection, isolation, and recovery. The system integrators choose the appropriate fault handling tools by declaring XML configuration descriptors, considering the constraints of components and operating environment. By building a fault tolerant navigation application from the non-faulttolerant components, we demonstrate the usability and benefits of the proposed framework-based approach.

• The Journal of Korea Robotics Society
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• v.6 no.1
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• pp.69-77
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• 2011

In a large scale robot system, one of important problems is software integration, which involves three elements: modularity, reusability and stability. By these issues, the degree of convenience of system integration, its required time and the performance of the system stability can be determined. In addition, the convenience of system management can be determined by the degree of completion of service components. This paper explains the template based service component (TBSC) for the integration of service components in networked robot. The important characteristics of TBSC are automatical execution and recovery process by a PnP supporting robot framework, which helps a system operator to manage a robot system comfortably. For easy implementation and system stability, we provide a service component creator and a verification tool to developers.

• Journal of KIISE:Computing Practices and Letters
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• v.14 no.1
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• pp.76-80
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• 2008

In order to reduce a product life cycle and to improve productivity, it is required to automate the design/analysis processes. In general, since the design/analysis processes need a lot of time and resources, the various engineering resources should be integrated and utilized effectively in the distributed environments. KIMM (Korea Institute of Machinery and Materials) constructed the SOA-based e-Engineering framework to automate the execution of the design/analysis processes and to integrate the engineering resources in the distributed environments. This paper presents the concepts and the structures of the e-Engineering framework. Also it classifies the exceptional cases that will be able to occur in the e-Engineering framework and suggests the recovery techniques from the exceptional cases with viewpoints of the engineering process and the task, respectively.

• Journal of Distribution Research
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• v.17 no.1
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• pp.1-36
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• 2012

Service failure is one of the major reasons for customer defection. As the business environment gets tougher and more competitive, a single service failure might bring about fatal consequences to a service provider or a firm. Sometimes a failure won't end up with an unsatisfied customer's simple complaining but with a wide-spread animosity against the service provider or the firm, leading to a threat to the firm's survival itself in the society. Therefore, we are in need of comprehensive understandings of complainants' attitudes and behaviors toward service failures and firm's recovery efforts. Even though a failure itself couldn't be fixed completely, marketers should repair the mind and heart of unsatisfied customers, which can be regarded as an successful recovery strategy in the end. As the outcome of recovery efforts exerted by service providers or firms, recovery of the relationship between customer and service provider need to put on the top in the recovery goal list. With these motivations, the study investigates how service failure and recovery makes the changes in dynamics of fundamental elements of customer-firm relationship, such as customer affection, customer trust and loyalty intention by comparing two time points, before the service failure and after the recovery, focusing on the effects of recovery satisfaction and the failure severity. We adopted La & Choi (2012)'s framework for development of the research model that was based on the previous research stream like Yim et al. (2008) and Thomson et al. (2005). The pivotal background theories of the model are mainly from relationship marketing and social relationships of social psychology. For example, Love, Emotional attachment, Intimacy, and Equity theories regarding human relationships were reviewed. As the results, when recovery satisfaction is high, customer affection and customer trust that were established before the service failure are carried over to the future after the recovery. However, when recovery satisfaction is low, customer-firm relationship that had already established in the past are not carried over but broken up. Regardless of the degree of recovery satisfaction, once a failure occurs loyalty intention is not carried over to the future and the impact of customer trust on loyalty intention becomes stronger. Such changes imply that customers become more prudent and more risk-aversive than the time prior to service failure. The impact of severity of failure on customer affection and customer trust matters only when recovery satisfaction is low. When recovery satisfaction is high, customer affection and customer trust become severity-proof. Interestingly, regardless of the degree of recovery satisfaction, failure severity has a significant negative influence on loyalty intention. Loyalty intention is the most fragile target when a service failure occurs no matter how severe the failure criticality is. Consequently, the ultimate goal of service recovery should be the restoration of customer-firm relationship and recovery of customer trust should be the primary objective to accomplish for a successful recovery performance. Especially when failure severity is high, service recovery should be perceived highly satisfied by the complainants because failure severity matters more when recovery satisfaction is low. Marketers can implement recovery strategies to enhance emotional appeals as well as fair treatments since the both impacts of affection and trust on loyalty intention are significant. In the case of high severity of failure, recovery efforts should be exerted to overreach customer expectation, designed to directly repair customer trust and elaborately designed in the focus of customer-firm communications during the interactional recovery process to affect customer trust rebuilding indirectly. Because it is a longer and harder way to rebuild customer-firm relationship for high severity cases, low recovery satisfaction cannot guarantee customer retention. To prevent customer defection due to service failure of high severity, unexpected rewards as a recovery will be likely to be useful since those will lead to customer delight or customer gratitude toward the service firm. Based on the results of analyses, theoretical and managerial implications are presented. Limitations and future research ideas are also discussed.

• The KIPS Transactions:PartC
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• v.10C no.6
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• pp.779-786
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• 2003

We propose a correction security framework as next generation security technology to provide secure and reliable Internet services. The framework guarantees durability of the services in spite of external attack, intrusion, vulnerability for fault tolerance, and network management technology that covers the set of techniques aimed at providing rapid service recovery. The improvement technology includes system itself improvement and synamic improvement preventing faults from being re-activated, in cooperation with other systems such as vulnerability anaysis system, NMS, ESM. It is expected that our framework will be applied to global networks as well as system alone, and be able to guarantee the network survivability and reliable Internet services.

• Proceedings of the Korean Society of Broadcast Engineers Conference
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• 2000.11b
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• pp.15-19
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• 2000

This paper is about MPEG-4 error resilience tools of video streaming on packet service(ex, Internet). It is need to packetization for MPEG-4 video transport by packet unit on MPEG-4 system, this paper suggest packetization method of minimizing packet error on packet service[1]. FEC(Forward Error Correction) and retransmission is usually used for recovery of packet loss, and this paper suggest applying these method to DMIF(Delivery Multimedia Integration Framework) for minimizing packet loss[2].

• Journal of the Institute of Electronics Engineers of Korea TC
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• v.40 no.8
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• pp.318-330
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• 2003

The advantages of "VPN over Internet" are cost-effectiveness and flexibility However, the disadvantages are the lack of sufficient QoS mechanism and transmission capacity for high bandwidth service. Given this increasing demand for high bandwidth Internet and QoS assurances in "PN over Internet", IP/GMPLS based control plane combined with a high bandwidth capacity of DWDM optical network is seen as a very favorable approach for the realization of future "OVPN over IP/GMPLS over DWDM" Within OVPN for providing QoS guaranteed multimedia service over the NGOI(Next Generation Optical Internet) based on the "IP/GMPLS over DWDM" concept, differentiated QoS framework is one of the key issues to implement OVPN over DWDM-based NGOI. Keeping in mind that IETF(Internet Engineering Task Force) and ITU-T(International Telecommunication Union) are standardizing IP/GMPLS over DWDM protocol framework as a solution for the NGOI, in this paper, we suggest Optical-LSP establishment and QoS maintenance scheme based on DOQS(Differentiated Optical QoS Service) classes, which are the key issue of DOQS protocol framework for assuring end-to-end QoS in "OVPN over IP/GMPLS over DWDM".

• 한국방재학회:학술대회논문집
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• 2009.02b
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• pp.26-35
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• 2009

Efficient recovery assistance for individual households is one of the inevitable issues in management after a disaster. Discussion on how the assistance should be provided to them, however, has been put aside whereas amount or contents of it have been disputed every time a disaster happens. Public support system in a time of disaster in Japan is very complicated because many laws are related to recovery support and each law covers just a part of total recovery needs of affected household. It is difficult to see whole picture of the system for affected households. Therefore, households must have many interactions with various sections in charge of particular assistance service to know the contents of each assistance and requirements to receive it to decide combination of supports they use. It is crucial for efficient recovery assistance operation to manage those customer relations since considerable part of troubles in individual recovery came from failure in each interactions caused by lack of common understanding on each recovery process between them. In this paper, I want to introduce how support system in Japan is fragmented, a case of Anamizu town which adopted a customer-oriented framework of information management system for their assistance operation after Mar. 2007 Noto peninsula earthquake and what was learned from the case.