• Journal of Applied Tourism Food and Beverage Management and Research
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• v.16 no.1
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• pp.21-41
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• 2005

This study proposes the customer quality a parameter of service quality from a new perspective, develops and evaluation scale for it in relation to service business, analyzes and evaluates the its effect on service quality and performance. First, the concept of service quality and customer quality was investigated in the literatures, to find a basis for its relation to the quality of hotel service. However, previous 1) Among the service quality components, the strongest correlation exists between physical quality and service quality. 2) Hotel quality is most influenced by customer quality, followed by service provider quality and physical quality showing that when customer quality is incorporated as a prerequisite parameter if hotel quality it has the most effect on hotel quality, which is a new result. 3) Customer quality plays a significant indirect role via hotel quality on performance, and the physical quality and service provider quality offered to the customer at a hotel have more direct effect on performance, illustrating the difference in the effect on hotel quality depending on the component of hotel quality. 4) The evaluation of hotel quality and performance becomes more meaningful and valid only when customer quality is included as a prerequisite parameter of hotel quality to strongly interact with service provider quality 5) Comparative analysis of the different qualities according to the hotel class show a significant difference in customer quality, physical quality and service provider quality and performance between first-class and second-class hotels.

• Journal of information and communication convergence engineering
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• v.7 no.2
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• pp.135-140
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• 2009

The wide deployment of wireless access technologies and the integration of various access network interfaces into a single terminal, allows mobile end-users to be always connected to the IP network, and to use those interface simultaneously. In this paper the CTE provides various access network interfaces capabilities, allowing reception of data over multiple service providers with different characteristics. Considerations for multiple network and service provider environments are regarded as essential for the successful deployment of convergence services in Next Generation Network (NGN). Event Driven Service (EDS) is regarded as a typical convergence service converging different functions of multiple service providers. This paper first describes the deployment model of NGN convergence services for multiple service provider environments. It also covers the service scenario of EDS, a convergence service for multiple service provider environments in NGN. Multiple provider environments stimulates the unified identifier management, namely ubiquitous identification (U-ID), to enable users to be provided convergence services without awareness of multiple provides. Then the designed structure and procedures of U-ID based EDS are given. Finally, the implementation results tested on Korea Advanced Research Network (KOREN) are described.

• Korean Journal of Community Nutrition
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• v.5 no.2
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• pp.236-242
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• 2000

Due to the diversification of the food industry and its heightened competition, the marketing strategy to be required the most would be to improve competitiveness by enhancing customer loyalty as a resulting variable of customer satisfaction. Thus, this study, taking a food service provider as a subject, is to find factors and the scope of the perceived quality ; and to analyze how far the perceived service quality factor as such could explain customer′s overall satisfaction and customer loyalty ; finally to provide basic data for establishing a customer satisfaction marketing strategy as related to customer loyalty. The results of the study are as below. 1) 25 factors of service quality perceived by a food service provider have been categorized into 8 independent dimensions through factor analysis. Each of them are named ′Employee attitude′, ′Cleanliness′, ′Reputation′, ′Reliability′, ′Food′, ′Price′, ′Convenience′, ′Variety′, all of which explain 64.3% of the service again quality perception level. 2) After classifying customers into 3 groups according to two criteria -"will buy the service again" and "will suggest it to others" and making a pair of service providers with each customer, each customer loyalty group compared the service quality perception factor of the food service provider. The result was that the group having both the " will buy the service again" and "will suggest to others" criteria, that is, with higher loyalty, tend to have higher points than other group s in the dimension of ′Employee attitude′ and ′ Cleanliness′(p〈0.05), which means these two dimensions are closely related to customer loyalty. 3) From a regression analysis for the service quality perception level of the food service provider and overall satisfaction, it has been found that : the regression models are different for each group, that ′Employee attitude′ seems to be related more closely to the group with higher loyalty(p〈0.05); that the ′Price′dimension is found to be a meaningful factor to the group categorized not having "will buy the service again" and "will suggest to others" criteria(p〈0.05).

• Journal of Distribution Science
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• v.14 no.4
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• pp.81-92
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• 2016

Purpose - In recent years, management scholars have expressed growing interest in the concept of person-Job fit because of having many benefits for employees' attitudes and behaviors. The related research is needed to determine what specific types of fit are related to each other, and to get important individual outcomes. Person-job fit of employees in service organization plays an important role in company as well as person in service industry. Person-job fit, representing the consistency between person (service provider) and job (service provided to the customers), gives significant and positive effects on the attitude and behavior of service provider. On the basis of the study background, the purpose of this study is as follows. First, we would like to examine the effects of person-job fit of service provider on their emotional intelligence. Emotional intelligence is divided into four sub-factors such as self-understanding, understanding others, emotional utilization, and emotional regulation. Second, we would like to identify the relationships between job satisfaction and sub-factors such as self-understanding, understanding others, emotional utilization, and emotional regulation. Research design, data, and methodology - We performed structural equation model using Spss 18.0 and Amos 20.0 in order to verify the hypotheses. Subjects were golf service assistants who were high-touching service with high degree in interaction and long contact time with customers. 178 out of the total 200 surveys were used in evaluation from helpers of golf service working as full-time service provider after selecting two locations of golf course located near Busan. From the evaluation of reliability and validity with variables used in this research, they satisfied and confirmed certain standard. Results - The results are as follows. First, as the results of identifying the relationships between person-job fit and emotional intelligence of service provider, person-job fit did not have positive and significant effect on self-understanding. On the other hand, it affected positively and significantly other factors in emotional intelligence such as emotion to others, emotional utilization, and emotional regulation. Second, as the results of identifying the relationship between emotional intelligence and job satisfaction, sub-factors in emotional intelligence such as emotion to others, emotional utilization, and emotional regulation except self-emotion affected significantly and positively job satisfaction. However, self-emotion did not have significant and positive effects on job satisfaction. Conclusion - These results will be valuable and used for service providers. In addition, many service providers will recognize that person-job fit is very important to get a job. This research has a purpose on the assumption that appropriateness between individual and task in service industry shall act as major influence in emotional intelligence of service provider. Recognitive ability of service provider is also very important per characteristics of service, but emotional intelligence that interacts and connected directly with most customers can be a very meaningful factor as well. Emotional intelligence allows people to recognize, understand, and empathize the emotion of customers shall be a positive reinforcement for customers to evaluate the service ultimately.

• Korean Journal of Community Nutrition
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• v.5 no.3
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• pp.529-536
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• 2000

The major purpose of this study was to identify the differences in priorities of nutrition service needs between the service provider and consumers (general population). Identification of the personal characteristics which influence the priorities of nutrition service needs among the general population was also examined. An interview survey using a questionnaire was conducted to collect the data required for analysis. The questionnaire included the priorities of various nutrition service needs as well as the personal characteristics of the study subjects. The study subjects were 300 residents over 40 years of age, and 15 health workers representing health center service personnel in Kyounggi province. Wilcoxon Rank Sums test were adopted to analize the differences in priority between the service providers and consumers. The results showed that priority of nutrition service needs for provider were significantly different from that of consumer. Gender, age, family type, and education levels of the population were the significant factors affecting the differences in priorities for nutrition service needs among consumers (general population). Out of the results, it could be suggested that consumers need should be considered in developing nutrition services to promote nutrition services utilization in health centers. The results may also suggest that one of the causes for the low utilization rate of nutrition services in health centers was the provider oriented program development regardless of the needs of consumers.

• Korean Journal of Community Nutrition
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• v.4 no.3
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• pp.454-465
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• 1999

Consistently delivering good service quality is a complex and dynamic process. In this matter, service differs from tangible products and is highly dependent on the business and service provider. Therefore, efficiently managing the process of delivering service quality can contribute to profits for organization and satisfaction to customers. This study was performed to define service quality, and to investigate the personal and operational characteristics that impacts the service quality provided by foodservice provider. The responses from 278 foodservice providers and 427 customers in 82 fast-food and family restaurants were used in this analysis. Descriptive, Factor Analysis, T-test, ANOVA, and Correlation Analysis were used for statistical Analysis. The Results of this study were as follows : 1) The perception of foodservice provider was significantly higher than that of the customers in most of the 21 service quality attributes. 2) The 6 dimensions derived from Factor Analysis explained 56.8% for service quality. 3) Among the personal characteristics of the foodservice provider, the level of education and the position in the job led to a significant difference in some of the service qualities. 4) The type of restaurant played an important role in foodservice providers'perception of service quality. 5) Month since opening had a negative correlation with 'Atmosphere' and a positive correlation with 'Reputation', while the number of seats showed a positive correlation with 'Atmosphere' and a negative correlation with 'Food'and 'Convenience'. 6) In general, the characteristics of sales had a positive correlation with service quality. 7) The proportion of part-time employees showed a negative correlation with 'Atmosphere' and 'Food', and a positive correlation with 'Reputation'.

• Journal of Korean Society for Quality Management
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• v.41 no.4
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• pp.527-539
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• 2013

Purpose: Methods for increasing health-care service quality are considered for a women-centered hospital located on a local city. A walk-through audit is applied to uncover areas for improvement. Methods: A survey questionnaire with 25 questions is constructed based on a service blueprint for a walk-through audit, and a survey is conducted both to patients and service providers to assess a health-care service quality. Frequency analysis, statistical tests and customer-provider analysis are used to analyze surveyed data. Results: According to customer-provider analysis, 6 attributes belong to 'problem unawareness' zone in which they are rated high by service providers but low by patients, and another 6 attributes belong to 'problem awareness' zone in which they are rated low by both groups. These attributes are considered to be improved with priority. Conclusion: Both patient group and service provider group have lots of different perceptions on most attributes that are examined, and the hospital to be studied is, in general, competitive in technical quality and less competitive in functional quality.

• Korean Journal of Social Welfare
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• v.62 no.4
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• pp.79-102
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• 2010

This paper aims to analyse the recent changes in social welfare services from a relational perspective. Discourses of the privatization of welfare state, the welfare mix approach, and consumerism have provided frames for interpreting the changes in social services in Korea. The nature of social welfare services, being a "relational goods" requires its focus to be in its relational aspects: the relation between service user and service practitioner; the relation between service user and provider; the relation between service user and government; the relation between service practitioner and provider; the relation between service practitioner and government; and the relation between service provider and government. Analysis of such relations will explore their transformation toward formalness and equality in social welfare services. In conclude, the study reveals a process of modernization, defined as a transition from informal relations to formal contractual relations, based on one's rights, responsibilities and obligations. Previous relations, of paternalistic, arbitrary and hierarchical characteristics, can be seen as being substituted by more formal, institutionalized and equalized relations. In terms of service purchasing contract between service user and service provider and employment contract between service provider and service worker are recognized with the latter characteristics. This relational analysis leads a discussion concerning the creation of institutional basis of one's rights and responsibilities in the fields of social welfare services in Korea.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.7 no.12
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• pp.3135-3148
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• 2013

The popularization of streaming networks and mobile devices brings a new kind of network called mobile peer-assisted streaming network. In this network, service provider not only offers downloading services, but also pre-pushes resources to users for caching. Users can download their demanded resources while working as servers for uploading the cached data. Also the mobile characteristic makes high package losing probability in this network. So we study how the service provider pre-pushes or the user downloads resources efficiently and effectively while considering the package losing in this paper. We build utility models for service provider and user, and solve the models using Bellman's theory to achieve Nash Equilibrium which shows the service provider's optimal pre-pushing speed and user's optimal downloading speed. The numerical simulation demonstrates the efficiency and effectiveness of our proposed pre-pushing and downloading scheme by comparing to the traditional scheme.

• Journal of the Korea Institute of Information Security & Cryptology
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• v.17 no.2
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• pp.3-17
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• 2007

Receiver access control scheme is proposed to protect multicast distribution tree from DoS(Denial-of Service) attack induced by unauthorized use of IGMP(Internet group management protocol), by extending the security-related functionality of IGMP. Based on a specific network and business model adopted for commercial deployment of IP multicast applications, key management scheme is also presented for bootstrapping the proposed access control as well as accounting and billing for CP(Content Provider), NSP(Network Service Provider), and group members.