• Journal of the Ergonomics Society of Korea
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• v.30 no.1
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• pp.169-177
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• 2011

The aim of this study is to review previous studies on human errors in the service delivery processes. Service industry is sharply growing in the advanced countries. Many people are looking for something to contribute to the service industry. Although there are many research topics related to service domain that human factors and ergonomics specialists can do contribute, a few researchers are studying such topics. This paper indicated how previous researches on human factors and human errors have addressed the service domain, in order to prompt human factor study on the service domain. A variety of sources were inspected for literature reviews, including books and journals of managements, medicine, psychology, consumer behavior as well as human factor and ergonomics. The characteristics of human errors in the service domain were investigated. Human error studies in several service sectors were summarized such as medical service, automotive service operation, travel agent service and call center service. Until now, human factors community was not much interested in human errors in service domain. However, there is much space to contribute to service domain; human error identification, human error analysis and control of human error. The research of human error in service domain can provide clues to improve service quality. This paper helps to guide to identify human error of service domain and to design service systems.

• Journal of the Ergonomics Society of Korea
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• v.31 no.1
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• pp.1-5
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• 2012

Objective: The aim of this study is to investigate the roles and human resources of service design. Background: The definition of service design is not clear yet, also did not define in this study. I studied the components of service design which are roles and human resources. That is helpful to understand the definition of service design and to clarify the works in service design. Method: I compare the service design with user experience design. I empirically define the roles and human resources of service design. Results: The roles of service design are service strategy, research, service concept design, service specification, service architecture design, integrated communication design, integrated system design, integrated operation design, service evaluation, launch, operation, and knowledge management. Conclusion: We defined who works and what works in service design. Application: The results of this study help the clarification of service design.

• Journal of Korean Society for Quality Management
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• v.34 no.4
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• pp.78-92
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• 2006

While many services appear, it are performed in the various researches about a service. Among them, as to the basic reason for measuring the service level, in order to find out the strategy improving service quality. But the method for measuring quality of services up to date was unable to make it enough the role. This research tried to propose the approach systematically analyzing the human errors in order to improve service quality about the call center which utilizes the information technology. In fact, the human errors was found in the customer contact point in which the actual service is delivered. An interaction between the element for comprising call service was classified into 3 while defining the human error as 3 group. Moreover, the process where a service is delivered was classified according to 5 step and the generated error was measured in each step. The implication of this research looks at the service failure and dissatisfaction as the occurrence of the human errors and illustrates the service quality improvement as a correction or a reduction. This approach is used that service is materially easily understood and is formulated with the quality improvement strategy.

• Health Policy and Management
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• v.33 no.3
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• pp.311-324
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• 2023

Background: Long-term care insurance for the elderly has been stably established along with the quantitative expansion of long-term care facilities. Indeed, the need for a paradigm about human rights-based service approach is being raised throughout society from a service perspective. Therefore, this study aimed to analyze the association between elderly human rights awareness and quality of service by considering human rights education as a moderate variable. Methods: This study conducted surveys with 138 caregivers working in long-term care facilities located in Seoul and Gangwon. General characteristics, awareness of human rights, and the level of service quality were examined using descriptive statistics, frequency analysis, and correlation analysis. And multi-variable linear regression with a hierarchical framework was employed. These analyses were performed using IBM SPSS ver. 25.0. Results: Of the 138 caregivers, 97.1% were female, 87.7% were more than 50 years old, and most of their education level was high-school graduates. Their length of employment ranged from more than 5 years to less than 10 years. The level of awareness regarding elderly human rights of the elderly was below normal (mean=2.21), but the quality of service was high (mean=4.21), and the need for human rights education was also high (mean=4.28). Among the general characteristics, the length of employment was significantly associated with awareness of elderly human rights. Moreover, political rights awareness, included as sub-domains of human rights, was positively associated with quality of service. However, the moderating variable, human rights education, was not significantly associated with the quality of service. Conclusion: In this study, human rights education, as a moderating variable, did not have a statistically significant effect on caregivers' human rights awareness in relation to service quality. This finding is inconsistent with previous research results. These results can be explained by the fact that the frequency of education in long-term care facilities was a significant factor in the practice of protecting the human rights of the elderly. Therefore ongoing encouragement for the frequency of current human rights education and improvements in the educational approach appear to be necessary. In addition, these findings reveal the need for strength of education policies and effective in-depth research about human rights and quality of service to respect the human rights of the elderly.

• Journal of Distribution Science
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• v.22 no.2
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• pp.103-113
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• 2024

Purpose: With the popularity of artificial intelligence (AI) in the service industry and occurrence ofservice failures in AI-based services, understanding human-robot interaction issues in service failure situations is especially important. Some issues which deserve further empirical investigation are whether consumers can develop the same tolerance for chatbots after service failure as they have for human agents, and the relationship between agent type and tolerance is mediated by the mechanisms of perceived warmth and perceived competence. Research Design, Data, and Methodology: This research experimentally collected and analyzed data from 119 university students who had experienced chatbots service failures. Differences in tolerance towards human agents and chatbots after experiencing service failures were explored, with a further examination of the mediating pathways between this relationship via perceived warmth and perceived competence. Results: Consumers are more tolerant ofservice failure with chatbots compared to service failure with human agents. Significant mediation of the relationship between service agent and service failure tolerance by perceived competence, while perceived warmth has no significant mediating effect. Conclusions: This research enhances our understanding of AI-assisted services, human-computer interaction, improves the service functionality of existing smart devices, and deepens the understanding of the relationship between consumer responses and behaviors.

• The Journal of Korea Robotics Society
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• v.2 no.4
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• pp.297-303
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• 2007

In this paper, we discuss a service to give alarm in the case of emergency for the old and the weak by human behavior recognition in Intelligent Space. Our Intelligent Space consists of mobile robots, sensors and agents. And these components are connected to network framework. Agent analyzes data acquired from networked sensors and determines task of robots and a space to provide a service for humans. In our emergency alarm service, human behavior recognition service module analyzes accelerometer data obtained from body-attached human behavior sensing platform, and classifies into four basic human behavior such as walking, running, sitting and falling-down. For the old and the weak, falling-down behavior may bring about dangerous situations. On such an occasion, agent executes emergency alarm service immediately. And then a selected mobile robot approaches fallen person and sends images of the person to guardians. In this paper, we set up a scenario to verify the emergency alarm service in Intelligent Space, and show feasibility of the service from our simulation experiments.

• Biomedical Science Letters
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• v.26 no.4
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• pp.275-287
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• 2020

Since its introduction in the forensic field, quantitative PCR (qPCR) has played an essential role in DNA analysis. Quality of DNA should be evaluated before short tandem repeat (STR) profiling to obtain reliable results and reduce unnecessary costs. To this end, various human DNA quantification kits have been developed. Among these kits, the PowerQunat® System was designed not only to determine the total amount of human DNA and human male DNA from a forensic evidence item, but also to offer data about degradation of DNA samples. However, a crucial limitation of the PowerQunat® System is its high cost. Therefore, to minimize the cost of DNA quantification, we evaluated kit performance using a reduced volume of reagents (1/2-volume) using DNA samples of varying types and concentrations. Our results demonstrated that the low-volume method has almost comparable performance to the manufacturer's method for human DNA quantification, human male DNA quantification, and DNA degradation index. Furthermore, using a reduced volume of regents, it is possible to run 2 times more reactions per kit. We expect the proposed low-volume method to cut costs in half for laboratories dealing with large numbers of DNA samples.

• Journal of Korean Society for Quality Management
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• v.40 no.4
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• pp.631-640
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• 2012

Purpose: This empirical study is focused on the relationship between innovation capability (R&D and Human Resource innovation) and performance in knowledge-based service firms. Methods: We build research model to test how each of innovation capability on technology and human resource is influenced on their financial and non-financial performance in the knowledge-based service industries. Based on the previous research, we hypothesized the factors are regarded innovation capabilities of the firms as the scale of R&D and human resources. Because this study is especially targeted to the performance of knowledge-based service firms. With the survey on 424 main knowledge-based service firms, the multi-regression analysis was performed. Results: The result showed that the scale of R&D and human resources capabilities are main factors for knowledge-based service firms' performance, which reflects the current industrial structure. Conclusion: This study empirically demonstrated that human resources are most important to the growth of knowledge-based service firms.

• East Asian Journal of Business Economics (EAJBE)
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• v.2 no.3
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• pp.33-42
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• 2014

The main purpose of this study intends to study the theoretical interconnection between human response capability and customer relationship management advantage while considering the essential role of service application of information technology as direct, indirect (mediating), and interactive (moderating) influences in the theory. Based on the study sample, the new findings help comprehend the overall interconnected relationship which includes the direct and indirect (mediating) effects of information technology service capability and human response capability as well as their interaction (moderation) on customer relationship management advantage. The new insights interprets the two capabilities (human and information technology) are vital to business because they are the foundation set of service resources significantly to enhance customer relationship management advantage.

• Journal of Service Research and Studies
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• v.11 no.3
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• pp.98-116
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• 2021

With the advent of the era of the 4th industrial revolution, various factors such as economy, management, and culture are changing in modern society, unlike in the past. Among them, the main characteristic of management is the change from intangible goods to tangible goods, and companies are trying to pursue innovation such as introducing a new management method, converting from manufacturing to service, and expanding technology. However, with regard to human resources, which is becoming the most important for sustainable value creation in a changing era, efforts to enable practical innovation are lacking as they are still in a simple transition. Therefore, in this study, after recognizing the importance of human resources, we verified the relationship between the elements of the human resource in the service economy era according to organizational culture and organizational structure. The relationship between organizational culture and organizational structure by type was verified using the items of human resources, we verified the relationship between the elements of the human resource in the service economy era that were derived and verified in recent research. As a result, there were some significant differences in the image of human resources, we verified the relationship between the elements of the human resource by organizational culture and type of organization, but when the two factors were combined and interpreted, it was found that all of the human resources, we verified the relationship between the elements of the human resource in the service economy era were necessary. However, in order to overcome the limitation that the indicators of this study were limited, it is necessary to continue research through samples that consider various factors in the future and systematic classification by type of organization and industry by industry.