• Journal of Service Research and Studies
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• v.14 no.1
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• pp.1-12
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• 2024

As the service robot market grows among the food technology industry, the quality of robot service that affects consumer behavioral intentions in the restaurant industry has become important. Serving robots, which are common in restaurants, reduce employee work through order and delivery, but because they do not respond to service failures, they increase customer dissatisfaction as well as increase employee work. In order to improve the quality of service beyond the simple function of receiving and serving orders, functions of recovery effort, fairness, empathy, responsiveness, and certainty of the process after service failure, such as serving employees, are also required. Accordingly, we assumed the type of failure of restaurant serving service as two internal and external factors, and developed a serving robot with a vocational ethics module to respond with a professional ethical attitude when the restaurant serving service fails. At this time, the expression and action of the serving robot were developed by adding a failure mode reflecting failure recovery efforts and empathy to the normal service mode. And by recruiting college students, we tested whether the service robot's response to two types of service failures had a significant effect on evaluating the robot. Participants responded that they were more uncomfortable with service failures caused by other customers' mistakes than robot mistakes, and that the serving robot's professional ethical empathy and response were appropriate. In addition, unlike the robot's favorability, the evaluation of the safety of the robot had a significant difference depending on whether or not a professional ethical empathy module was installed. A professional ethical empathy response module for natural service failure recovery using generative artificial intelligence should be developed and mounted, and the domestic serving robot industry and market are expected to grow more rapidly if the Korean serving robot certification system is introduced.

• Journal of Food Hygiene and Safety
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• v.5 no.3
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• pp.99-110
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• 1990

Time and temperature, microbiological quality of sauteed beef or pork were assessed in five general hospital foodservice operations. The microbiological quality of basic ingredients was poor and strict temperature control of refrigeration was required during delivery, and storage after receiving. In pre-preparation and cooking phases, improper handling practices of employees such as reusage of wiping cloth, indiscreet use of cutting board, and food handling with contaminated hands were noticed. During cooking phase, internal temperature of sauteed beef or pork reached a temperature of $74^{\circ}C$ or higher and the microbiological quality was good in general except hospital A. In all but hospital B, cooked foods were held at too high temperature in humid kitchen environment where could have permitted considerable bacterial multiplication. The sanitary conditions of container, equipments, and supplies were poor and should be improved promptly. The critical control points identified were: Hospital A: basic ingredients, pre-preparation, cooking, and preservice holding; Hospical B: bll8ic ingredients, and pre-preparation; Hospital C: basic ingredients, pre-preparation, pre service holding, and service; Hospital D: basic ingredients, pre-preparation, preservice holding, and service; and Hospital E: basic ingredients, pre-preparation, pre service holding, and service.

• Transactions of the KSME C: Technology and Education
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• v.1 no.1
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• pp.129-138
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• 2013

Constant airflow should be kept in order to operate a constant-fired boiler of thermal power plants. Main Bearing Assembly Unit which rotates the ventilation fan does very important role to maintain constant airflow. However, the demand to the output of power is getting increased while the quality level of coal is getting worse than the initial level of design criteria. Especially cost wise operation considering increasing output and the difficulty to supply good quality coal drive increasing supply of low quality coal. As a result, the service life of Main Bearing Assembly is getting shorter till 2~3 years which is just a half of the life of original design. In this study, what causes to shorten the service life of Main Bearing Assembly Unit is analyzed through the reverse engineering and analysis and how to improve the service life more than two times to current situation is explained.

• Journal of Hospice and Palliative Care
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• v.7 no.1
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• pp.17-28
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• 2004

Purpose: Even though there have been various efforts for the dying with dignity of terminal patients, no researches focused on the public attitudes. Methods: In February 2004, we sampled 1,055 persons over 20 years of age from the sixteen cities and local districts of Korea through the quota sampling method according to their gender, age, and location. We conducted a telephone survey with a structured questionnaire on the attitudes toward dying with dignity and hospice palliative care. Results: The most important conditions for the dying with dignity on the patients' views were 'removing burdens for other people' (27.8%). Over the half of the samples chose their home as a preference for place of death (54.8%). 82.3% of the respondents agreed to the idea of withdrawing the medically futile life-sustaining treatment. Fifty seven percents of the answered public said that they intended to use the hospice service in case of terminal illness. Eighty percents thought that health care insurance should cover hospice service, and 80.9% gave positive response to the necessity of advance directives. Respondents emphasized 'the financial support for the terminal patients' (29.8%), 'covering hospice service with health insurance' (16.5%), and 'the education and public relation for settlement of desirable dying culture and hospice service' (15.9%) as the roles and responsibilities of the government for the dying with dignity. Conclusion: This study shows that there is a possibility of significant consensus on hospice and palliative care system for the dying with dignity of patients and reduction of the suffering for their families among the general public.

• World Technopolis Review
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• v.8 no.2
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• pp.120-134
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• 2019

The main objective of this study was to investigate the customer's satisfaction level with the digital relationship model of Banco do Brasil Exclusive Business Offices situated in Rio Grande do Sul. Banco do Brasil is one of the largest Brazilian and global financial institutions and conducted a restructuring customer's relationship model since 2015, creating new specific service structures for certain segments, among them exclusive offices. This research had a qualitative step with an internal documentary analysis about the company and a semi-structured interview with manager's offices, in order to check the strategy and the foundations of business model, as well as identify perceptions and the difficulties in implementing this new structure. The quantitative step held the findings about customer satisfaction level in relation to the quality of services provided by offices, through an electronic survey based on the Servqual Scale developed by Parasuraman et al. (1988), which measures the difference between customer's expectations and perception in five dimensions: tangibility, reliability, understanding, safety and empathy. The results shown that Banco do Brasil customers' are satisfied with services offered through the digital model and the new business structure, in which is offered a humanized service together with the best technology. It was found, also, that digital probably would not replace the physical world, but they complement one another. Digital offices and physical agencies will coexist, improving value proposition delivery and better customers experience, satisfy them and build their loyalty.

• Journal of Internet Computing and Services
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• v.9 no.3
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• pp.159-167
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• 2008

The purpose of this study is finding factors affecting the students' use of the Cyber Home Learning Service System and exploring the direction of this system. It is based on the TAM(Technology Acceptance Model) and the result of the previous studies, six external and three internal factors influencing the sue of Cyber Home Learning Service System were extracted. The participants were 201 elementary school students in Pusan. The response of the questionnaire was gathered by online survey system. To analyze the data and the hypothesis, multiple regression and factor analysis were explored. The result indicated that (a) "usefulness" and "future-intention" affected statically to the use, (b) "usefulness" to the future-intention, (c) "subjective judgement", "fun", and "ease of use" to the usefulness, (d) "self-efficiency" and "contents quality" to the ease of use.

• The Transactions of the Korean Institute of Electrical Engineers P
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• v.60 no.3
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• pp.155-160
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• 2011

IPTV functions not only as media player that does play the broadcasting industry's contents, also as the gateway is guaranteed of QoS(Quality of Service). This is for free contents-sharing that device stores contents using home network circumstance, and is for watching with seamless network service. Also this have required next QoS model that can handle stably as it may contain more data of the small computing device in next generation home system. We need ubiquitous-oriented QoS's design and development project that focuses on internal and external media service, not the existing QoS nor one-sided QoS of media sevice industry. This paper focuses on network module development. This supports IPTV in media industry and two-way capability of QoS highlighting multimedia service in network industry. In additional, this can handle stably the multiplex signal of USN/RFID as the representative ubiquitous and home network that services high-speed wire and wireless interface, and support the seamless u-QoS.

• Journal of dental hygiene science
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• v.16 no.1
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• pp.37-44
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• 2016

The purpose of this study was to reveal association between internal marketing and customer orientation. Internal marketing was composed of empowerment, educational training, reward system, internal communication and management support. We thought these factors affect to the consumer orientation. For this study, 191 dental hygienists in Busan, Ulsan and Kyungnam are participated in this study. The data were analyzed with descriptive statistics, t-test, ANOVA, pearson's correlation coefficients, and stepwise multiple regression analysis with SPSS 18.0 program. In conclusion, we obtained the next results. First, the mean of internal marketing behavior was 3.22 out of 5. In terms of sub-domain, educational training (3.88) is the highest, followed by empowerment (3.35), internal communication (3.10), management support (3.05) and reward system (2.79). Second, the internal marketing factors of internal communication, reward system orientation, management support, empowerment, and educational training had positive correlations with customer orientation (r=0.189~0.381). Third, the influencing factor in customer orientation were educational training (${\beta}=0.277$) and empowerment (${\beta}=0.276$), adjusted $R^2=0.202$. As dental patients' desire to medical service quality becomes diversified, the analysis result is considered to help the future dental service management.

• Journal of the Korean Data and Information Science Society
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• v.19 no.4
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• pp.1255-1267
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• 2008

Evaluation indices for products or services are important to improve the internal process of the company and to compare those with competitive ones. The sigma level in Six Sigma management does important role to evaluate the core characteristic, CTQ(Critical To Quality), derived in the considered product/service or process. In this research, we propose an overall evaluation index for the product/service or process with multiple characteristics, in other words, multiple CTQs. The proposed overall evaluation index is useful for the cases that the single CTQ is not enough to evaluate the practical interests, for example, the final products and services with complex procedures and relatively large scaled processes. This approach is discussed with sigma level for applying Six Sigma Projects, however, it is applicable to indices based on proportion or percentage as well. The practical examples with a manufacturing process and a customer survey based on focus group interview are given for illustrations.

• Korean Journal of Adult Nursing
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• v.28 no.2
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• pp.191-201
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• 2016

Purpose: The purpose of this methodological study was to examine the validity and reliability of a translated Korean version of The Oncology Patients' Perception of the Quality of Nursing Care Scale. Methods: The translated scale was pilot tested and then administered to 360 patients with cancer. Exploratory and confirmatory factor analyses were utilized to assess the factor structure. Internal consistency reliability was determined using coefficient ${\alpha}$. Results: Two of the 40 items were deleted with a principal component method of exploratory factor analysis because they did not meet the factor-loading criterion. The 38 items were again analyzed and, four factors were validated (KMO=.96, Bartlett ${\chi}^2=10809.81$, df=780, p<.001). The four factors accounted for 60.9% of the variance. Factor loadings of the scale on the four subscales ranged from .65 to .91. The scale showed reliable internal consistency with a Cronbach's ${\alpha}$, total 38 items (${\alpha}=.96$) in four subscales: individualization (18 items, ${\alpha}=.96$), proficiency (10, .91), responsiveness (7, .90), and coordination (3, .80). Conclusion: The findings of this study demonstrate that the scale has satisfactory construct validity and reliability to measure quality of cancer nursing care from the patient's perspective in Korea.