• 대한가정학회지
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• 제47권7호
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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.

• 한국콘텐츠학회논문지
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• 제6권11호
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• pp.74-84
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• 2006

본 논문은 주요하게 대두되고 있는 서비스실패 회복을 살펴보았다. 그 이유는 서비스의 특질이 무형적, 한시적이며 이질적이기 때문이다. 특히 서비스실패에 대한 회복이 고객의 평가와 태도에 어떠한 영향을 미치는지를 알아보았다. 연구결과는 다음과 같다. 고객의 만족은 서비스 실패가 회복이 되었을 때 높게 나타났고 이는 구매의도와 구전효과에 긍정적 효과를 보였다. 결과는 연구자들에게는 서비스실패와 서비스실패회복 유형을 개발하고 연구하는데 도움을 줄 수 있고, 서비스 마케팅 담당자에게 특별한 지침과 서비스회복 전략을 확립하는데 유용할 것이다.

• 한국중재학회지:중재연구
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• 제31권1호
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• pp.173-194
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• 2021

This study was conducted to investigate the effect of the factors of delivery app service failure on consumption well conflict emotion and complaining behavior targeting consumers with experience using delivery apps, and the results of the study are summarized as follows. First, when looking at the demographic analysis, the proportion of men was 58.1% and women were 41.9%, and the age group was the highest with 91.9% in their 20s. Second, as a result of testing hypothesis 1 that the factor of delivery app service failure will have a significant influence on consumer conflict emotions, failure to provide app information and failure to deliver/food service showed a significant positive (+) relationship. Third, as a result of the verification of Hypothesis 2, that consumer conflict emotions will have a significant effect on the consumer's continued use intention, it was found to be insignificant and rejected. Lastly, hypothesis 3 that consumer conflict emotions will have a significant effect on consumer complaints behavior is that negative word of mouth behavior, complaint behavior from service providers, and complaint behavior from service managers were adopted, but the complaint behavior was rejected by third parties.

• Journal of Communications and Networks
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• 제14권3호
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• pp.319-335
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• 2012

In this study, we design an applicable model enabling internet protocol television (IPTV) service providers to use a virtual network (VN) for IPTV service delivery. The model addresses the guaranteed service delivery, cost effectiveness, flexible control, and scalable network infrastructure limitations of backbone or IP overlay-based content networks. There are two major challenges involved in this research: i) The design of an efficient, cost effective, and reliable virtual network topology (VNT) for IPTV service delivery and the handling of a VN allocation failure by infrastructure providers (InPs) and ii) the proper approach to reduce the cost of VNT recontruction and reallocation caused by VNT allocation failure. Therefore, in this study, we design a more reliable virtual network topology for solving a single virtual node, virtual link, or video server failure. We develop a novel optimization objective and an efficient VN construction algorithm for building the proposed topology. In addition, we address the VN allocation failure problem by proposing VNT decomposition and reconstruction algorithms. Various simulations are conducted to verify the effectiveness of the proposed VNT, as well as that of the associated construction, decomposition, and reconstruction algorithms in terms of reliability and efficiency. The simulation results are compared with the findings of existing works, and an improvement in performance is observed.

• 품질경영학회지
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• 제39권2호
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• pp.217-233
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• 2011

This paper introduces service failure management on internet shopping environment. The purpose of this study is to find and improve service failure modes at the time of customer's complaint thereby reducing that. To achieve this purpose, this study combines the Service Blueprint which describes the online shopping process and FMEA which finds each encounter of service failures and proposes how to recover them. First of all this study generates internet shopping process using Service Blueprint then matches customer's purchase decision making process and company's service provide process. After this process customer complaint types in real purchasing process are fell in according to their occurrence and more frequently occurred complaint is more risky. Finally 6 Risk Priority Numbers(unfair exchange/return policies, slow response/poor customer service support, purchase arrived later than promised/deliverly service dissatisfaction, dissatisfaction short period to take back/exchange/cancels order, A/S or handle defective item) are extracted and suggest their improvement.

• 한국복합재료학회:학술대회논문집
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• 한국복합재료학회 2003년도 춘계학술발표대회 논문집
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• pp.139-142
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• 2003

As composite materials are gaining wide acceptance in aircraft structure, repair of damaged composite is becoming an important issue. The issues in composite repair include high cost, material interchangeability, water ingression, and structural integrity. To address these problems, researchers have studied on the composite repair in various aspects. In this paper, an Internet-based advisory service (called Repair Advisory Service, RAS) for composite repair is proposed to increase efficiency for repair process. In the RAS system the web browser is used as its user interface, which provides easy access to the service. The RAS server provides web-based tools for failure prediction, Structural Repair Manual (SRM), automated prepreg cutting process, material properties, inventory and knowledge base. The computer codes implemented for repair design estimate the tensile failure and shear failure of repaired structures. The prediction of failure is based on the maximum strain criterion for tensile failure while elastic-perfect plastic shear failure model is applied for interfacial failure. The OEM's SRM is provided in the PDF format for viewing and searching by web browsers instead of looking up paper version SRM. The knowledge base in this site offers a room to share and distribute ideas, memos, publications, or suggestions from the repair engineers. The fabrication tool of RAS reads repair geometry from engineers then generates a CNC toolpath to cut prepreg patches. The RAS service is open to public and available at http://nano.gsnu.ac.kr/. Broad feedback from field technicians and engineers is welcome to improve the usefulness of RAS.

• Asia Marketing Journal
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• 제9권3호
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• pp.75-115
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• 2007

본 연구는 고객이 서비스 실패와 복구를 경험하는 과정에서 서비스 제공자의 서비스 복구노력과 서비스 실패 이전의 고객-종업원의 친밀감이 만족, 재구매의도, 긍정 구전에 미치는 영향을 고찰하였다. 첫째, 본 연구는 서비스 실패와 복구 후 소비자의 반응에 대한 서비스 제공자의 복구노력과 친밀감의 상호작용효과를 검증하였다. 실험결과 서비스 실패 이전 고객과 종업원의 친밀도가 높은 집단에서는 친밀도가 낮은 집단에 비하여 서비스 실패후의 복구노력이 낮아도 만족, 재구매의도, 긍정적 구전정도가 크게 감소하였다. 둘째, 본 연구는 서비스실패 후 적절한 복구노력을 경험한 고객의 만족이 서비스 실패를 겪기 전보다 높아질 수 있다는 서비스 리커버리 패러독스를 검증하였다. 실험결과 서비스 리커버리 패러독스는 서비스 복구노력수준과 고객-종업원의 친밀도에 관계없이 모든 집단에서 지지되지 않았다. 두 가설의 결과를 종합하여 보면 고객과 종업원의 긍정적인 친밀감은 서비스 실패로 인한 부정적인 영향을 서비스 실패가 없었던 상황으로 되돌릴 수는 없지만, 실패로 인한 부정적인 영향을 감소시켜주는 완충작용을 하는 것으로 나타났다.

• 대한전기학회:학술대회논문집
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• 대한전기학회 1995년도 추계학술대회 논문집 학회본부
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• pp.61-63
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• 1995

The main factors to bring out the power failure are trouble and operation power failure, the operation power failure of these includes about 85%. So, it is required that the without interruption of service method reduce the operation power failure. If we develop the without interruption of service method, the operation power failure will reduce greatly. It is necessary to develop the without interruption of service method which it solve various trobles (dissatisfacting solution of customer, sales revenue augmentation, and the reduction of the power failure negotiation work). The results of study are drawing up of the specification for temporary transmission methods, it of the working methods for them, and the scrutiny of the technology contents for them.

• Journal of the Korean Data and Information Science Society
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• 제19권4호
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• pp.1123-1131
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• 2008

A considerable amount of research has focused on the dimensionality of service failure and recovery construct. This paper is focused on service failure and recovery in the Korean native cattle and imported beef restaurant industry in the Korea. So, this paper has adapted Kau and Loh's Service recovery measurement scale so that restaurant managers can use it to determine how customers perceive the service quality in Korean native cattle beef restaurant and imported beef restaurant. The purpose of this research is to test the difference in pre-purchase expectation and post-purchase actual performance of 4 dimensions between the restaurants that sell the beef of Korean native cattle and imported cattle. The paired t -test is used to test difference of pre-purchase expectation and post-purchase actual performance for service recovery measurement scale's 4 dimensions of the 2 restaurant types. But, there is significant difference between pre-purchase expectation and post-purchase actual performance in the 2 restaurant types.

• 한국산업정보학회논문지
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• 제23권5호
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• pp.145-157
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• 2018

본 연구는 항공객실서비스의 인적서비스 역량에 따른 국내 항공사의 서비스 실패 사례를 분석하여 서비스 회복 방안 및 항공객실서비스품질을 향상시킬 수 있는 대응절차와 전략방안을 제시하였다. 항공사의 물적서비스와 인적서비스에 따른 서비스 실패는 고객의 이탈을 가져올 수 있고 기업의 수익성 향상에 부정적인 영향을 미칠 수 있다. 그러므로 고객만족을 위해 서비스 실패 상황이 발생 시 신속한 대처를 통한 회복의 노력을 기울여 고객 불만이 재발되지 않도록 해야 한다. 특히 항공객실승무원에 의한 서비스 역량은 고객 평가와 밀접하게 연관되어 있으며, 객실서비스 회복을 위한 인적서비스 역량은 고객만족도에 매우 긍정적인 영향력을 가지고 있다. 따라서 항공객실 서비스의 고객 불만사례 원인을 분석함으로써, 서비스 실패가 발생했을 때 효과적이고 신속한 객실 승무원의 대응전략을 찾을 수 있다. 이를 통하여 기업은 고객의 기대가치를 회복하고 고객과 지속적이고 우호적인 관계를 유지함으로써 고객충성도를 이끌어낼 수 있다.