• 지식경영연구
• /
• 제11권3호
• /
• pp.59-76
• /
• 2010

The knowledge of customer in healthcare service industry is widely accepted as one of the key information for the customers' satisfaction. Previous studies on the customer knowledge about service recovery showed that service providers are having difficulties with standardizing interaction with customer, This study investigated the attribution according to the failure in providing medical services and customer's participation as preceding variable of attribution. A survey was carried out targeting an obesity clinic having high participating rate from May 10 to May 28, 2010. The research results revealed that from whom the responsibility of the service failure originated between the patients and the medical institutions depending on the extent of the patients involvement in service process.

• Journal of Periodontal and Implant Science
• /
• 제52권3호
• /
• pp.230-241
• /
• 2022

Purpose: The purpose of this study was to evaluate failed implants and reimplantation survival and to identify the relative risk factors for implant re-failure. Methods: Ninety-one dental implants were extracted between 2006 and 2020 at the National Health Insurance Service Ilsan Hospital, including 56 implants in the maxilla and 35 implants in the mandible that were removed from 77 patients. Patient information (e.g., age, sex, and systemic diseases) and surgical information (e.g., the date of surgery and location of the implants and bone grafts) were recorded. If an implant prosthesis was used, prosthesis information was also recorded. Results: In total, 91 first-time failed dental implants in 77 patients were analyzed. Of them, 69 implants in 61 patients received reimplantation after failure. Sixteen patients (22 implants) refused reimplantation or received reimplantation at a different site. Eight of the 69 reimplants failed again. The 1-year survival rate of the 69 reimplants was 89.4%. Age at reimplantation and smoking significantly increased the risk of reimplantation failure. However, a history of taking anti-thrombotic agents showed a statistically significant negative association with reimplantation failure. Of the failed implants, 66% showed early failure and 34% showed late failure of the initial implantation. All 8 re-failed implants showed early failure. Only 3 of these 8 failed reimplants were re-tried and the second reimplants all survived. Conclusions: The total survival rate of implants, which included reimplants and second reimplants was 99.2%, although the survival rate of the initial implantations was 96.3%. Previous failure did not affect the success of the next trial. Reimplantation failure was more strongly affected by patient factors than by implant factors. Therefore, each patient's specific factors need to be meticulously controlled to achieve successful reimplantation.

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

• 한국도서관정보학회지
• /
• 제42권3호
• /
• pp.251-270
• /
• 2011

본 연구의 목적은 SST(Self-Service Technology)기반 서비스 이용자 관련 연구를 개관하고 귀인이론을 통해 이용자에 의해 발생되는 서비스실패와 이에 대한 회복전략을 이해하는데 있다. 연구목적을 달성하기 위해 사적영역에서 논의되고 있는 SST기반 서비스의 특성 및 이용자연구를 문헌조사를 통해 살펴본 결과 도서관 SST기반 서비스도 일반적인 SST기반 서비스와 크게 다르지 않음을 발견하였다. 일반적인 서비스와 다른 특성을 지니는 SST기반 서비스의 경우 이용자에 의한 서비스 실패가 발생했을 경우 적합한 회복 전략은 무엇인지를 귀인이론을 기초로 하여 제시하였다. 연구결과 도서관 SST기반 서비스를 비롯한 SST기반 서비스의 이용자에 의한 실패를 회복하기위한 전략은 서비스자체의 기술적 품질을 향상시키는 것이 중요한 것으로 나타났다

• 한국통신학회논문지
• /
• 제27권4C호
• /
• pp.316-325
• /
• 2002

This paper investigates the restoration schemes which are applied to the MPLS domain upon a network failure. We define the following three restoration service models by combining the various restoration schemes: "FIS-based protection service" (FIS: failure indication signal), "inversion traffic protection service" and "1+1 protection service". After a qualitative analysis of the performance in them, we have analyzed it on quantitative basis by the simulation. According to the simulation results, "1+1 protection service" guarantees the fastest and most lossless restoration service among them; however, it results in consuming considerable bandwidth and producing an amount of control traffic, which means poor network utilization. On the other hand, "FIS-based protection service" spends less bandwidth and generates less control traffic, which means better network utilization, but produces poor restoration service. "Inversion traffic protection service" provides the medium restoration service and utilization between "1+1 protection service" and "FIS-based protection service."

• 디지털융복합연구
• /
• 제11권2호
• /
• pp.115-125
• /
• 2013

본 연구에서는 의류제품 온라인쇼핑 후 실패를 경험한 소비자가 쇼핑채널에서 제공하는 다양한 서비스 회복노력을 경험한 후 느끼게 되는 만족도에 대하여 알아보고, 또한 의류 소비자가 평소에 온라인 쇼핑에 대하여 지각하는 혜택과 위험이 서비스회복노력 경험 후 채널에 대한 만족도 평가에 어떠한 영향을 미치는가를 알아보고자 하였다. 서울 시내 남녀 대학생을 대상으로 온라인 쇼핑을 통해 의류제품을 구매할 때에 예상되는 서비스 주요 실패 유형과 온라인 쇼핑채널 운영자가 제공하는 서비스 회복유형별 만족도 그리고 채널경향에 대한 전반적인 관계를 조사하여 분석한 결과 의류제품의 온라인 쇼핑에서 나타날 수 있는 주요 서비스 실패 유형은 맞음새, 잘못된 제품정보, 제품결함, 재고부족, 느린 배송으로 나타났다. 소비자가 서비스 실패 유형에 따라 소비자가 만족하는 회복 유형에 다른 영향을 주는 것을 확인 할 수 있었다. 소비자는 서비스 실패를 경험하게 되면 기본적으로 채널전환의 욕구를 가지며 이와 같은 채널전환 경향은 서비스 회복노력에 대한 만족도가 낮을 때 더 강한 것으로 나타났다. 반면, 지각된 위험에 따른 고저 집단의 만족도 차이는 미비하게 나타났다.

• 산업경영시스템학회지
• /
• 제31권4호
• /
• pp.162-167
• /
• 2008

FMEA (failure mode and effect analysis)is a widely used technique to assess or to improve reliability of product not only at early stage of design and development, but at the process and service phase during the product life cycle. In designing a service system, this study proposes a fuzzy service FMEA with the service blueprints as a tool which describes customer actions, onstage contact employees actions, backstage contact employees actions, support processes, and physical evidences, in order to analyse and inform service delivery system design. We fuzzified only two risk factors, occurrence and severity, to more effectively assess the potential failure modes in service. Proposed fuzzy risk grades are applied to Gaussian membership function, defuzzified into Fuzzy Inference System, and eventually identified the ranks on the potential fail points.

• 한국컴퓨터정보학회논문지
• /
• 제16권2호
• /
• pp.141-151
• /
• 2011

본 논문에서는 미래농업의 핵심기술로 각광 받고 있는 식물공장의 안전하고 효과적인 운용을 위해, 식물공장 내부에 설치된 센서나 설비 장치가 정상적으로 작동하는지 실시간으로 진단하고, 내부 환경 및 설비의 제어상태를 모니터링 하는 식물공장 시설관리 시스템을 제안한다. 본 시스템은 데이터관리 모듈, 상황정보제공 모듈, 상황분석 모듈, 서비스제공 모듈, 정보저장소 모듈, 사용자 인터페이스 모듈로 구성된다. 이러한 각 모듈간의 상호작용을 통해 오작동 진단 서비스, 설비장치 제어 서비스, 고 신뢰성 모니터링 서비스를 제공한다. 오작동 진단 서비스는 식물공장 내부에 설치된 센서나 설비 장치의 오작동여부를 판단하고 관리자에게 통보하는 기능을 수행한다. 설비장치 제어 서비스는 설비의 오작동을 진단하는 과정에서 제어의 필요성이 판단 될 경우 해당 기기를 제어한다. 고 신뢰성 모니터링 서비스는 오작동 진단 서비스를 통해 검증된 데이터를 관리자에게 제공한다. 제안한 시스템의 시뮬레이션을 통하여 각 서비스가 정상적으로 동작함을 확인하였다.

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

• International Journal of Advanced Culture Technology
• /
• 제8권3호
• /
• pp.292-299
• /
• 2020

This paper presents an evaluation criteria of an information system availability for guaranteeing availability (service target level) from the perspective of the SLA contract and its technical point of view. In order to verify the effectiveness for information system failure and availability guarantee measures, three cases were examined. In summary, the failure time was reduced by 32% ~ 62% after applying the availability guarantee measure, verifying the excellence in the evaluation of an information system availability.