• 품질경영학회지
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• 제44권2호
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• pp.265-276
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• 2016

Purpose: This paper reviews the papers on service quality issues which are published in the Journal of the Korean Society for Quality Management (KSQM) since 1965. The literature review is purposed to survey a variety of service quality issues for several categories in terms of industry as well as research model. Methods: By use of the double diamond design process model 71 papers are analyzed 4 stages which are discover, define, develop and deliver. And all of service quality issues are classified into 4 categories: service factory, mass service, service shop and professional service by the service process matrix typology. Results: According to this review, there are several features of research trends. There are 'from physical service to information-intensive service pattern' and 'from private sector to public sector pattern'. And the Kano model has been a steady-selling model to measure the service quality as like a SERVQUAL. Another meaningful issue was a convergency of the research method and tools such as BSC, CRM, AHP, DEA, Information System, Systgem Dynamics and 6 Sigma. Conclusion: The review paper is expected to provide future direction to improve service quality theories and applications. There are three future research topics: Application area, measurement model and research purpose.

• 산업경영시스템학회지
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• 제24권66호
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• pp.11-18
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• 2001

In this paper, we analyze an M/G/1 two-phase gated service model with threshold. We consider compound Poison arrival Process and general service time, where the server fives two different modes of services in order, batch and individual services. Server starts his service when the number of arrived customers reaches the predetermined threshold . We find the PGF of the number of customers in system and LST of waiting time, with which we obtain the means of them.

• 한국경영정보학회:학술대회논문집
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• 한국경영정보학회 2007년도 추계학술대회
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• pp.377-382
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• 2007

To transform the enterprise system into the 'Real Time Enterprise' with respect to IT, I suggest the conceptual application model which is composed of pieces(components) extracted from different packaged applications working in a heterogeneous environment based on the 'business activity' in other words, business services provided by internal (inter-enterprise) and external (extended enterprise) application to support a business activity within in an enterprise and the design mechanism focusing service tier which acts as intermediate tier within application architecture.

• 한국감성과학회:학술대회논문집
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• 한국감성과학회 2012년도 춘계학술대회
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• pp.36-37
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• 2012

• Asia Marketing Journal
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• 제1권3호
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• pp.53-78
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• 1999

Despite of the vibrant nature of the fitness industry, there has not been a sustained effort to understand the dynamics of the industry, particularly with reference to the quality of services offered in that industry. The purpose of this paper is to present a system based process model of quality in health/fitness services. The characteristics of the organization, the service employees and the client are the inputs into the service encounter where the service is produced (i.e., the throughput). The output is the quality of the service. The extent of quality perceived by both the service provider and the client is said to influence the satisfaction of the respective parties, and subsequent motivation to participate in the production of quality in the service. The model also suggests that physical environment as well as other customers and their behaviors influence customer perception of service quality. The quality of service is enhanced through the quality assurance practices of the organization and the feedback from client. Further, the input, throughput, and output in our model reflect (a) quality of the design of the service delivery system, (b) objective quality of the product, and (c) quality as perceived by client. The specific attributes of the design element (i.e., organization, service employee, and the client) are elaborated upon. It is suggested that the organization can assure quality by seeking feedback from clients and service employees, monitoring the service production phases, and managing inter-customer interactions.

• 한국정보통신학회:학술대회논문집
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• 한국해양정보통신학회 2010년도 추계학술대회
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• pp.616-617
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• 2010

본 논문에서는 유비쿼터스 컴퓨팅 환경에 기반을 둔 e-라닝 모델을 제안하였다. 제안한 모델은 크게 하드웨어와 소프트웨어 환경, 그리고 각종 서비스에 대하여 제안하였다.

• 산업경영시스템학회지
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• 제31권4호
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• pp.10-20
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• 2008

This paper deals with the application of Supply Chain Operations Reference (SCOR) model to make a Service Supply Chain(sSC) of a hospital treatment service. At first, we compare the service supply chain with the traditional supply chain. At second, we apply the SCOR model to a service supply chain of a hospital treatment service and make new process of the hospital service supply chain if we need it. Finally, we explain the applied results and propose the improvement points. The used level of SCOR model is from level 1 to level 3.

• 경영과학
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• 제23권1호
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• pp.21-41
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• 2006

Given the growing deployment of mobile offices, we need to understand the fectors which affect their successful use and implementation. We in this paper present a parsimonious model which integrates the IS success model and the TAM. The main feature of the model is that it allows one to explore the role of mobility of mobile office systems in determining the level of system usage and dependence. Although the mobility is the key property of any mobile system, there is little research effort exerted to understand how mobility affects the traditional IS factors such as perceived ease of use and usefulness. In addition to the system usage, this model also uses dependence as the dependent variable. This is expected to provide richer understanding of the study context. We collected survey data from 1,614 field service workers of a major domestic electronic company. They use PDAs to retrieve information regarding the specifics of the customer service requests and to report what has been done for each service job. The results from SEM analysis show that mobility improves the perceived ease of use which then leads the field service workers to depend more on the PDA systems. Interestingly enough, however, the workers' satisfaction does not cause more frequent use of the system.

• 한국시뮬레이션학회논문지
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• 제14권3호
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• pp.91-100
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• 2005

Grid computing is widely applicable to various fields of industry including process control and manufacturing, military command and control, transportation management, and so on. In a viewpoint of application area, grid computing can be classified to three aspects that are computational grid, data grid and access grid. This paper focuses on computational grid which handles complex and large-scale computing problems. Computational grid is characterized by system dynamics which handles a variety of processors and jobs on continuous time. To solve problems of system complexity and reliability due to complex system dynamics, computational grid needs scheduling policies that allocate various jobs to proper processors and decide processing orders of allocated jobs. This paper proposes a service prediction-based job scheduling model and present its scheduling algorithm that is applicable for computational grid. The service prediction-based job scheduling model can minimize overall system execution time since the model predicts the next processing time of each processing component and distributes a job to a processing component with minimum processing time. This paper implements the job scheduling model on the DEVS modeling and simulation environment and evaluates its efficiency and reliability. Empirical results, which are compared to conventional scheduling policies, show the usefulness of service prediction-based job scheduling.

• 한국시뮬레이션학회:학술대회논문집
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• 한국시뮬레이션학회 2005년도 춘계학술대회 논문집
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• pp.29-33
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• 2005

Grid computing is widely applicable to various fields of industry including process control and manufacturing, military command and control, transportation management, and so on. In a viewpoint of application area, grid computing can be classified to three aspects that are computational grid, data grid and access grid. This paper focuses on computational grid which handles complex and large-scale computing problems. Computational grid is characterized by system dynamics which handles a variety of processors and jobs on continuous time. To solve problems of system complexity and reliability due to complex system dynamics, computational grid needs scheduling policies that allocate various jobs to proper processors and decide processing orders of allocated jobs. This paper proposes the service prediction-based job scheduling model and present its algorithm that is applicable for computational grid. The service prediction-based job scheduling model can minimize overall system execution time since the model predicts a processing time of each processing component and distributes a job to processing component with minimum processing time. This paper implements the job scheduling model on the DEVSJAVA modeling and simulation environment and simulates with a case study to evaluate its efficiency and reliability Empirical results, which are compared to the conventional scheduling policies such as the random scheduling and the round-robin scheduling, show the usefulness of service prediction-based job scheduling.