• KSII Transactions on Internet and Information Systems (TIIS)
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• v.5 no.10
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• pp.1841-1861
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• 2011

The advance in Service-Oriented Architecture (SOA) and web services has led to the development of new types of a system in which heterogeneous service components can connect and compose to solve a complex business problem. In the SOA, even though these service components are valid in their functionality, there is a need to test their behaviors when those services are composited. In recent years, WS-BPEL has received a wide acceptance as a means of integrating distributed service components. To test the composite service, the existing testing techniques have been focused on the functional features based on the WS-BPEL process. However as SOA approach is applying to real-time software development, the performance of composite service becomes one of important issues. This paper proposes a technique to the performance testing of a composite service with WS-BPEL extension which combined with the concept of aspect. Our WS-BPEL extension has been made towards annotating aspect component which is measuring the response time of the composite service. This paper also explains the procedure of performance testing with on-line transaction system. Our technique can apply to choose an adequate component in service composition with considering the performance among several candidate web service components.

• East Asian Journal of Business Economics (EAJBE)
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• v.1 no.4
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• pp.91-107
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• 2013

The main objective of this study was to test the impact of service quality dimensions on customer satisfaction. The conceptual model proposed in the study postulated that service quality impacts on customer satisfaction directly. The model also postulated that service quality has a positive relationship with customer satisfaction, and tested them through Multiple Regression to find their significance. Questionnaires were distributed to gather data. The SERVQUAL instrument has a useful diagnostic role to play in assessing and monitoring service quality in banks. The results of the study confirmed the five factors of service quality with customer satisfaction were significant in all factors of service quality. Reliability, Responsiveness, Empathy, Assurance, and Tangibles are significant determinants of customer satisfaction. Thus, service quality can be used to predict customer satisfaction. The research has shown a positive relationship between service quality and customer satisfaction. This research concluded that service quality is the basic and also most important factor that impacts customer satisfaction. This finding reinforces the need for banks managers to place an emphasis on the underlying dimensions of service quality, especially on Assurance, and should start with improving service quality in order to raise customer satisfaction.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.14 no.24
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• pp.149-154
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• 1991

The one of the important problems in the design of queueing systems is the decision of the order of service stations. The object of this problem is the decision of the order that minimizes the expected sojourn time per customer in the given arrival process and service time distributions. In this paper, the tandem queueing system in series is studied with the emphasis on the optimal order of the tandem queueing system which has three stations with single servers. In one system, customers arrive at the first station with Poisson process. This system is composed of service stations with a constant, a general distribution and a Exponential distribution is studied. To select the optimal order after the orders of each pair of two stations is decided, it is compared the two orders of system. With this results, total expected delay of the systems which has three stations is compared. The result is the best that service station with constant time is on the first place, then the service station with general distribution and the service station with Exponential distribution is followed. And the other system is consist of service stations with a constant and two probabilistic distributions. In this case, two probabilistic distributions has a non-overlapping feature. It is the optimal order that the service station with constant time is on the first place then the service station with longer service time and the service station with shorter service time is followed.

• Journal of Information Technology Services
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• v.9 no.4
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• pp.231-242
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• 2010

The emergence of convergence has been the cause of development of the industry more complex and difficult by continually changing business environment and the destruction of the business area. The government-initiatives approach shows the limits to foster the new industries in needs of service-oriented ecosystem. In this study, we propose the service model as service-based approach for the development of new industries derived through the convergence inter-industry. While business model is defined based on the company's temporary and piecemeal activities, service model is the concept of dynamic and continuous that includes national, industrial, corporate level. In order to derive the service model, to identify current problems and issues with the public and the private sector is first. Then design the roadmap for the implementation of the desired shape through strategy from optimal rationality and long-term strategy. In this study, we define a service model, and consider when establishing a service model for three dimensional(national, industrial, corporate level) through analyzed by 3Level Service Model. And we also consider characteristics of the service model and approach, present the case of 'New Transit Card Services in Seoul'.

• Journal of Information Science Theory and Practice
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• v.11 no.1
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• pp.31-48
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• 2023

Digital service transformation study is a part of research in the field of digital transformation, which is devoted to exploring the transformations that occur in digital service products, which have been intensely explored in recent years to address digital disruption. Several concepts and definitions of digital service transformation have emerged as a result of an approach from the point of view of digital transformation and digital services concepts. This paper is organized to provide a foundational understanding of digital service transformation terminology. This paper uses the systematic literature review method to compile 52 qualified articles from previous studies. We conduct an analysis and synthesis of articles to answer research questions. The results of this study are a descriptive summary of research in the digital service transformation field, determining digital service transformation terminology and components, and also a proposed digital service transformation model to explain the position of transformation in digital service products in the overall transformation process. We construct this model using the findings of previously determined components synthesis.

• 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.

• Korean Management Science Review
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• v.28 no.3
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• pp.15-29
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• 2011

In this paper, we consider a system working at both primary service and secondary service. A server can switch between the primary service and the secondary service or it can be assigned to secondary service as a dedicated server. A service policy is characterized by the number of servers dedicated to the secondary service and a rule for switching the remaining servers between two services. The primary service system is modelled as a Markovian queueing system and the throughput is a function of the number of servers, buffer capacity, and service policy. And the secondary service system has a service level requirement strategically determined to perform the service assigned. There is a revenue obtained from throughput and costs due to servers and buffers. We study the problem of simultaneously determining the optimal total number of servers, buffers, and service policy to maximize profit of the system subject to both an expected customer waiting time constraint of the primary service and a service level constraint of the secondary service and develop an algorithm which can be successfully applied with the small number of computations.

• Journal of the Korean Home Economics Association
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• v.47 no.7
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• pp.73-82
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• 2009

The purpose of this study was to examine the effect of perceived justice associated with service recovery on perceived service quality, and the relationships among perceived service quality, customer satisfaction and behavioral intentions in online apparel shopping contexts. Justice theory provided the theoretical framework for this study. The research strategy employed an online survey methodology. Online shoppers (N=669) who had experiences in service failure and dissatisfactions completed a questionnaire. The model of the study was tested by structural equation modeling (SEM) and the results of SEM revealed positive effect of perceived justice regarding service recovery on perceived service quality, positive effect of perceived service quality on customer satisfaction, and positive effect of customer satisfaction on behavioral intention. The results of this study have implications for online retailers. Online retailers need to understand the importance of service recovery by which service failures are managed.

• Proceedings of the Korea Society for Simulation Conference
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• 2005.11a
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• pp.45-50
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• 2005

Research and development of grid computing ware mainly focused on high performance computing field such as large-scale computing operation. Many companies and organizations concentrated on existing computational grid. However, service grid focusing on enterprise environments has been noticed gradually. Grid service providers of service grid construct diverse and specialized services and provide service resources that have economic feasibility to grid users. But, service resources are geographically dispersed and divided into many classes and have individual owners and management policies. In order to utilize and allocate resources effectively, service grid needs a resource management model that handles and manages heterogeneous resources of service grid. Therefore, this paper presents the third party grid service marketplace model using virtualization to solve problems of grid service resource management. Also, this paper proposes resource dealing mechanism and pricing algorithms applicable for service grid. Empirical results show usefulness and efficiency of the third party grid service marketplace model in comparison with typical economic models for grid resource management such as single auction model and double auction model.

• Journal of information and communication convergence engineering
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• v.2 no.1
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• pp.40-45
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• 2004

This paper describes a modeling of service composition manager based on TINA (Telecommunication Information Networking Architecture). The Service composition function is mainly motivated by the desire to easily generate new service using existing services from retailers or $3^{rd}$-party service providers. The TINA-C specification for the service composition does not include the detailed composition procedure and its object models. In this paper, we propose a model of components for the service composition, which adapts a static composition feature in a single provider domain. To validate the proposed modeling, we implemented prototype service composition function, which combines two multimedia services; a VOD service and a VCS service. As a result, we obtain the specification of the detailed composition architecture between a retailer domain and a $3^{rd}$-party service provider domain.