• 마케팅과학연구
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• 제8권
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• pp.291-313
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• 2001

본 연구는 서비스 실패와 회복에 관한 연구로서 그 동안 명확하게 정립되지 못한 실패와 회복에 관한 선행연구들을 검토하여 이를 체계적으로 정리하고, 실패 그리고 회복과 관련된 변수들과 이들 변수들간의 관계를 명확히 규명하여 보다 확고한 개념적인 틀을 제공하고자 한다. 이를 위해 본 연구는 서비스 실패의 통제성이 회복 만족에 영향을 미치고, 이들 변수 들은 서비스 회복 공정성에 의해 조절되어진다는 연구 과제를 설정하고 시나리오를 통한 유 사실험설계연구에 기초하여 분석한 결과 실패의 통제성은 회복 만족에 영향을 미치며, 실패의 통제성과 회복 만족간의 관계에 절차적 공정성, 상호관계적 공정성 그리고 분배적 공정성 모두는 상호작용 효과를 갖는 것으로 검정되었다.

• 한국정보과학회논문지:정보통신
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• 제30권3호
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• pp.371-376
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• 2003

무선 인터넷이 활성화되면서 E-Commerce에서 M-Commerce로의 전환이 빨라지고 있으며, 많은 서비스 제공자들은 무선 기술을 이용해 다양한 M-Commerce 서비스를 사용자들에게 제공하고 있다. M-Commerce가 활성화되면서 보안 프로토콜에 대한 중요성이 인식되고 있다. 특히, 무선상에서 이루어지는 WAKE(Wireless Authentication and Key Establishment) 프로토콜은 M-Commerce를 수행하고자 하는 사용자와 서비스 제공자가 필수적으로 거쳐야 하는 것으로 그 중요성은 매우 크다고 할 수 있다. 키 복구 기술은 사용자가 키를 유실하거나 또는 암호를 불법적으로 사용하였을 경우 키 복구를 통해서 키에 대한 접근을 할 수 있게 해주는 키 관리의 한 부분이다. WAKE 프로토콜에 키 복구 기능을 지원하고자 하는 노력은 ASPeCT 프로젝트에 의해서 처음으로 시도되었다. 이후 다양한 WAKE 키 복구 프로토콜이 제안되었다. 본 논문에서는 기존에 제안되었던 WAKE 키 복구 프로토콜의 문제점을 알아보고 이들을 해결하는 새로운 WAKE 키 복구 프로토콜을 제안한다.

• International Journal of Precision Engineering and Manufacturing
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• 제4권6호
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• pp.5-11
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• 2003

The number of the enterprises which utilize network technology has been increasing for solving problems such as productivity improvement, market trend analysis, and material collection for making decision. Especially, the management of equipment and the recovery time reduction when machines break down are very important factors in productivity improvement of the enterprise. Currently, most of the remote trouble diagnosis of equipment using the internet have just one function of transmitting the trouble information to the user. Therefore it does not directly reflect the user's recovery experience or the developer's new recovery methods. If the user's experienced recovery methods or the developer's recovery methods as well as the basic recovery methods are reflected online or on the internet, it makes it possible to recover faster than before. In this paper, we develop a Remote Monitoring Server (RMS) for chip mounters, and make it possible to reduce the recovery time by reflecting the user's experience and developer's new methods in addition to presenting the basic recovery methods. For this, trouble recovery concept will be defined. Based on this, many functions(trouble diagnosis, the presentation of the basic recovery methods, user's and developer's recovery method, counting function of the trouble number of each code, and presentation of usage number of each recovery methods) were developed. By utilizing the reports of the actual results of chip mounter and the notice function of the parts change time, the rate of operation of the chip mounter can be improved.

• 한국전자거래학회지
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• 제4권3호
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• pp.159-178
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• 1999

As Electronic Commerce is getting larger, the volume of Internet-based commerce by enterprise is also getting larger. This phenomenon applies to Internet EDI, Global Internet Business, and CALS information services. In this paper, a new type of cryptographic key recovery mechanism satisfying requirements of business environment is proposed. It is also applied to enterprise information infrastructure for managing employees' task related to handling official properties of electronic enterprise documents exchange. This technology needs to be complied to information management policy of a certain enterprise environment because behavior of cryptographic key recovery can cause interruption of the employees' privacy. However, the cryptographic key recovery mechanism is able to applied to any kind of information service, the application areas of key recovery technology must be seriously considered as not disturbing user's privacy It will depend on the policy of enterprise information management of a specific company.

• 한국유통학회지:유통연구
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• 제15권3호
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• pp.71-110
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• 2010

본 연구에서는 항공권 예약 발권 웹사이트의 서비스 품질을 측정 뿐만 아니라 서비스 회복도 측정하고자 하였다. 또한 서비스 품질과 서비스 회복이 고객만족 및 충성의도에 미치는 영향관계를 실증하고자 하였다. 온라인 서비스 품질과 온라인 서비스 회복의 측정을 위해 Parasuraman, Zeithaml, & Malhotra(2005)가 개발한 E-S-QUAL과 E-RecS-QUAL을 사용했으며, 했다. E-S-QUAL은 온라인 서비스 품질을 측정하는 도구로써, 효율성, 시스템 이용가능성, 이행성, 프라이버시의 4개 차원 22개 항목으로 구성된다. E-RecS-QUAL은 온라인 서비스 회복을 측정하는 도구로써, 반응, 보상, 접촉의 3개 차원 11개 항목으로 구성된다. 실증분석을 위한 설문조사는 항공사나 여행사의 웹사이트를 통해 국내 외 항공권을 구입해 본 경험이 있는 소비자를 대상으로 실시하였는데, 총 400부가 회수되었고, 이 중 342부를 최종분석에 사용하였다. 실증분석을 위해 AMOS 7.0과 SPSS 15.0을 사용하였다. 먼저, SPSS 15.0을 사용하여, 요인점수를 이용한 회귀분석으로 가설검증을 한 결과, <가설 I-1, 2, 3, 4, II-1, 2, 3, III-1, IV-1>이 전부 채택되었다. 온라인 서비스 품질과 온라인 서비스 회복의 각 차원은 모두 전반적인 서비스 품질에 유의한 영향을 보였고, 전반적인 서비스 품질은 고객만족에 유의한 영향을 미쳤다. 마지막으로 고객만족 역시 충성의도에 유의한 영향을 미치는 것으로 확인되었다. 한편 AMOS 7.0을 사용하여 모형 분석을 하였는데, 모형의 적합도는 가설검증을 하기에 합당한 수치가 나왔다. 이를 토대로 가설검증을 한 결과, <가설 I-1, 3, II-1, 3, III-1, IV-1>은 채택되었고, <가설 I-2, 4, II-2>는 기각되었다. 이 결과는 Parasuraman et al.(2005)이 주장한 것처럼 E-S-QUAL을 나타내는 데는 요인점수를 이용한 회귀분석이 더 적합하다는 것을 보여주는 것이라고 판단된다. 이를 토대로 본 연구의 시사점을 정리하였다.

• 지역사회간호학회지
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• 제29권2호
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• pp.143-154
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• 2018

Purpose: The purpose of this study is to identify the effects of job demand and recovery experience from job stress on job embeddedness among workers in the service industry. Methods: The participants were 223 workers from the service industry in P and Y Cities with the help of a structured self-report questionnaire, administered between July 10 and August 20, 2017. The data were analyzed using descriptive statistics, t-test, ANOVA, $Scheff{\acute{e}}$ test, Pearson correlation coefficients and stepwise multiple regression. Results: There were significant differences in job embeddedness in terms of satisfaction with salary, continuous service, perceived stress level and the perceived health status of the subjects. There were significant positive correlations between role clarification in job demands (r=.55), recovery experience from job stress (r=.27) and job embeddedness. From the multiple regression analysis, the most significant factors affecting job embeddedness were found to be role clarification in job demands (${\beta}=.47$), recovery experience from job stress (${\beta}=.23$), and perceived stress level (${\beta}=.18$). These variables explain 34.0 % of the total variance in job embeddedness. Conclusion: In order to increase job embeddedness among workers in the service industry, it is necessary to prepare measures to increase recovery experience from job stress and to decrease role clarificationin job demand, and perceived stress level.

• 한국경영과학회지
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• 제29권2호
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• pp.1-18
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• 2004

Due to the change to the digital environments, the offer of services on the on-tine differs from one on the on-line. This paper Identifies what functions internet business organizations should fulfill to provide on-line services of good qualify and analyzes whether these functions lead effectively to the expected performance of Internet business firms. The components of service orientation in the Internet business organizations appear to be the servant leadership, customer treatment from the Internet service encounter, Internet service failure prevention and recovery, Internet service standards communication, Internet service training, and internet service rewards. Therefore, these determinants should be incorporated in the practices, Procedures, end routines of Internet business organizations in order to create and provide excellent Internet services. Furthermore, it is demonstrated that Internet service orientation has a significant effect on satisfaction by employees and customers, the value and quality of Internet service, and the firm's performance. This implies that the service orientation is an Important factor In the on-line service organizations and that the internet business can be successful when the service orientation is diffused throughout the firm's organizations. It is also shown that the important factors, which connect Internet service orientation and its performance, are the service quality, value of Internet service and customer satisfaction. That is, the service orientation can ultimately lead to the corporate performance when customers are satisfied after confirming the value and quality of Internet service by visiting the web site.

• 한국정밀공학회:학술대회논문집
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• 한국정밀공학회 2003년도 춘계학술대회 논문집
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• pp.172-175
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• 2003

The enterprise find a solution to the problems such as a reduction of manufacturing period, accurate analysis for customer demand, improvement for customer service and rise of manufacture accomplishment. Internet is a good solution to such problems. Internet offers WWW(World Wide Web), remote control, file transfer and e-mail service. Among the services, WWW takes large portion because of convenient GUI, easy information search and unlimited information registration. Remote Monitoring Server(RMS) system that uses network service is constructed for chip mounter. Hardware base consists of RMS, chip mounter and C/S(Customer Service) server. Software includes DBMS and various modules in server home page. This provide product number, bad product number, trouble code, content and countermeasure in real-time information module, user information in setup module, detailed error information in fault diagnosis module, fault history in fault history module and customer information in customer service management module.

• KSII Transactions on Internet and Information Systems (TIIS)
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• 제10권9호
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• pp.4287-4306
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• 2016

Network resilience provides an effective way to overcome the problem of network failure and is crucial to Internet protocol (IP) network management. As one of the main challenges in network resilience, recovering from link failure is important to maintain the constancy of packets being transmitted. However, existing failure recovery approaches do not handle the traffic engineering problem (e.g., tuning the routing-protocol parameters to optimize the rerouting traffic flow), which may cause serious congestions. Moreover, as the lack of QoS (quality of service) restrictions may lead to invalid rerouting traffic, the QoS requirements (e.g., bandwidth and delay) should also be taken into account when recovering the failed links. In this paper, we first develop a probabilistically correlated failure model that can accurately reflect the correlation between link failures, with which we can choose reliable backup paths (BPs). Then we construct a mathematical model for the failure recovery problem, which takes maximum rerouting traffic as the optimizing objective and the QoS requirements as the constraints. Moreover, we propose a heuristic algorithm for link failure recovery, which adopts the improved k shortest path algorithm to splice the single BP and supplies more protection resources for the links with higher priority. We also prove the correctness of the proposed algorithm. Moreover, the time and space complexity are also analyzed. Simulation results under NS2 show that the proposed algorithm improves the link failure recovery rate and increases the QoS satisfaction rate significantly.

• 통상정보연구
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• 제7권2호
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• pp.97-113
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• 2005

Korea has actively promoted the Comprehensive Plan for the e-Hub. The policies of Korean government could promote the e-business environment and market conditions in legal and infrastructure terms, but not much of business itself. The reason for this limited success in the e-Trade may result from the broken linkage between government policies and business strategies as well as the business and technical innovation. In this paper, we analyzes the more effective and economic solution for this recovery of broken link in terms of Metamediary. The most successful role of metamediary should compose of three functions - facilitator, collaborator and web service provider. Each of these function is clarified in more detail with the emphasis on the collaboration between the Universities and the government-supported corporations.