• 서비스연구
• /
• 제7권1호
• /
• pp.15-26
• /
• 2017

본 연구는 서비스산업 육성정책의 방향을 서비스의 본질 관점에서 연구하였다. 서비스산업의 범위가 넓고 업종이 다양하기 때문에, 서비스의 본질과 특성을 고려하지 않고 개별적인 산업의 특성을 중심으로 발전전략을 수립하면 한정된 시각을 가지게 되어 큰 발전을 추구하기 어렵다. 더구나 산업간 경계가 해체되는 현대 경제에서 중요한 변화를 간과할 수 있다. 또한 서비스산업간의 시너지를 추구하기 어렵고 개별산업의 혁신적 발전을 추구하기도 어렵다. 따라서, 각 개별서비스산업은 모두 서비스라는 공통적인 재화를 가진 산업임을 인식하여, 서비스의 본질 차원을 고려하여 발전전략을 설계할 필요가 있다. 본 연구는 서비스의 관계성, 쌍방향성, 수평성, 조화성 본질과 서비스의 무형성, 비분리성, 비일관성, 무재고성 특성을 반영하여 개별 서비스산업의 육성 전략을 도출해내는 시범연구로 수행되었다. 개별 서비스산업에서의 향상된 발전전략 수립과 정부의 발전정책 개발에 활용될 수 있을 것이다.

• 유통과학연구
• /
• 제18권2호
• /
• pp.91-98
• /
• 2020

Purpose: This research aimed to suggest retailing companies some ways to enhance customer satisfaction with service recovery and recommendation intention towards these companies. For this purpose, current study examined the relationships among service recovery justice, service failure severity, customer trust, recovery satisfaction and intention to recommend and the moderating role of ego-resilience. Research design, data and methodology: Current study developed a structural equation model in which perceived service recovery justice is a predictor, service failure severity, customer trust, recovery satisfaction are mediators, intention to recommend is a dependent variable and the ego-resilience is a moderator between the perceived service recovery justice and the customer trust and the recovery satisfaction. Data were collected from customers who experienced service failures from retailers. A total of 400 questionnaires were collected and 365 samples were used for analysis after deleting data having missing value. SPSS 25.0 and AMOS 24.0 were used to test the validity, reliability, and structural equation modeling. Results: Empirical results showed that the perceived service recovery justice had a negative influence on the perceived service failure severity and a positive influence on the customer trust and the recovery satisfaction. These results indicate that when customers perceive the service recovery justice more highly, they perceive the service failure less severe but they perceive the retailer more trustworthy and are satisfied with service recovery. In addition, the customer trust and the recovery satisfaction had a positive influence on the intention to recommend. These results indicate that when customers perceive the retailer more trustworthy and are satisfied with service recovery, they are more intend to recommend the retailer. Moreover, the influence of the perceived service recovery justice on the customer trust and the recovery satisfaction was moderated by the ego-resilience. Conclusions: This study contributed to the service recovery literature by proving the relationship among service recovery justice, service failure severity, customer trust, recovery satisfaction and intention to recommend. Moreover, current research introduced the ego-resilience into service recovery research area and revealed the moderation role of the ego-resilience. Managerially, this research suggested retailing companies some ways to effectively recover from service failure.

• 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

• 한국멀티미디어학회논문지
• /
• 제23권10호
• /
• pp.1258-1269
• /
• 2020

The IoT(Internet of Things) service provides users with valuable services by collecting and analyzing data using Internet-connected IoT devices. Currently, IoT service platforms are accomplished by using edge computing to reduce the delay time required to collect data from IoT devices. However, if a user moves to another network with IoT device, the connection will be lost and IoT service will be suspended. To solve this problem, we proposes a service that automatically roaming IoT service when IoT device makes move. IoT roaming service provides a device automatic tracking management technique designed to continue receiving IoT services even if users move to other networks. To check if the proposed roaming service was effective, we implemented IoT roaming service and measured the data transfer time while move between networks along with devices while using IoT service. As a result, the average data transfer time was 124.62ms, and the average service interrupt time was 812.12ms. with this result, we can assume that the user could feel service interruption time very shortly and it will not affect the service experience. with IoT roaming service, we expect that it will present a method that stably providing IoT services even if user moves networks.

• 대한지역사회영양학회지
• /
• 제6권3호
• /
• pp.553-564
• /
• 2001

The purpose of this research was to observe the management system of 18 free meal service centers for the low-income homebound elderly in Chungcheongbuk-Do In order researchers interviewed staff members of the free meal service centers. Based on the results of interviews with staff members of the meal service organization. only two centers used a standard recipe. and most of the meal preparation was controlled under the experience of volunteers. Only two meal service centers employed dietitians due to the lak of budgets. The cost of a meal per day ranged from ￦ 556 to ￦2,750 and the number of attendants at meal service ranged from 35 to 350 persons. The budget for most of the meal service centers is not enough to provide meals for the elderly who want to participated in free meal service programs. Home delivery meal service was not considered due to the lake of manpower and areal dispersion in rural ares. Most meal service organizations did not cooperate with other community service organizations. Several improvement strategies are recommended for the effective running of the free meal service centers. First, a nutrition specialist should be included in the staff members of the service organization to provide nutritious meal service to the elderly Second, a joint control system might be introduced into the present system to reduced the cost and the recover the limitations of areal dispersion. Third, service, coordination should be considered to overcome the problem of lake resources.

• Journal of Information Technology Applications and Management
• /
• 제11권4호
• /
• pp.181-208
• /
• 2004

By the developing of Internet. the environments of the company have rapidly been changed. Especially. managers in the Internet shoppingmall have been try to provide excellent e-Services to their customers. e-Service i~ defined comprised of all interactive services that are delivered on the Internet uSing advanced telecommunications. information, and multimedia technologies. but according to study of e-Satisfy. com［2000］. customer service through internet is still neither effective nor efficient and poor service will impact on company's profit but excellent service can improve their value and quality of the service or product. In order to customer-oriented e-Services. this study suggested the QFD linked with e-Service quality model for the Internet shoppingmall service system. which can help determine design characteristics being relevant to customer's e-Service quality requirements. this hybrid model have two stages. In the first stage. we do measure service quality and find priorities of service quality attribute by purchase process. and in the second stage. on the basis of priority of e-Service quality attributes, we find design characteristics to maximize customer satisfaction. From this study, we provide internet shoppingmall managers with the implications for improvement of service quality, measuring quality of e-service, providing design characteristics for customer-oriented service quality.

• 복식
• /
• 제50권5호
• /
• pp.91-102
• /
• 2000

The purposes of this study are to determine dimension of apparel expectations. performances and service quality of home shopping and thereby, to analyze effect of apparel commodities dimension (expectations, performances, disconfirmation and satisfaction) and service dimension (service quality and satisfaction) on repurchase intention. The subject were 351 women in the age of twenty to sixty years old who live in Seoul and the suburban of Seoul. The results of this study can be summarized as follows : 1. It was found that home shopping consumers' expectation and performance with apparel commodities were classified 3 factors. On the other hand, the dimensions of service quality were found to have such 3 factors as convenience reliability, personal factor, and apparel one. 2. More frequent users of home shopping scored more on average than less frequent users in terms of service quality, service satisfaction and intention of repurchase. On the other hand, the cable TV users scored more on average than catalogue users In terms of service quality and intention of repurchase. 3. It was found that consumers' intention of repurchase of home shopping were affected by such variables as discofirmation and satisfaction with apparel commodities, service quality and service satisfaction. While less frequent users were affected by disconfirmation and service quality, more frequent users were affected by such variables as apparel commodities satisfaction, service quality and service satisfaction. Meanwhile, both cable TV and catalogue users were found to be affected by service quality and service satisfaction.

• 품질경영학회지
• /
• 제33권4호
• /
• pp.12-20
• /
• 2005

Supply chain management is a total systems approach to delivering manufactured products to the end customer. Using information technology to coordinate all elements of the supply chain from parts suppliers to retailers achieves a level of integration that is a competitive advantage not available in traditional logistics systems. On the other hand, service chain management is an analogous systems approach that is especially suitable for delivering mobile services such as parcel delivery, cable installation, and home health care. The key elements that distinguish service supply chain management from supply chain management are bidirectional optimization, management of productive capacity, and management of perishability. The purpose of this study is to maintain the construction of service chain management by proving that service quality in after-sales service can be improved through service chain management. First of all, supply chain management, service quality, and service chain management were introduced in theoretical research. In empirical research, it was selected the domestic enterprise that produce electronic appliances with after-sales service, and some customers using the enterprise's after-sales service in the metropolitan area were selected as a sample by convenience sampling method and examined.

• 상하수도학회지
• /
• 제25권6호
• /
• pp.923-933
• /
• 2011

In this study, we derived seven customer value factors to evaluate the levels of service in wastewater utilities required by customers. Levels of service according to the customer value were categorized into environmental amenity, accessibility of wastewater service, affordability of wastewater charge, quality of wastewater service, health and safety of wastewater service provision, reliability and responsiveness of wastewater service provision, and satisfaction of customer service. To investigate the levels of wastewater service, questionnaires were prepared according to the customer value factors, and the questionnaire survey was performed with 800 adults in all over Korea including male and female samples. The comprehensive satisfaction score for the wastewater service was 57.5 points, indicating a slightly good satisfaction level. The detailed analysis of the result showed that the satisfaction level was high in the wastewater service accessibility and call center service provision but it was relatively low in the river water quality and nasty smell of wastewater. It was concluded that the quality of wastewater service and customer service satisfaction need to be elevated primarily in order to improve levels of wastewater service required by the customers.

• 품질경영학회지
• /
• 제41권1호
• /
• pp.79-94
• /
• 2013

Purpose: Life insurance company provides insurance planners various education program to inspire service mind and to enhance its customer satisfaction. The purpose of this study is to analyze the effects of service quality of education on service commitment and to propose the implication for the effective service education. Methods: This study is intended to identify how service quality of education from the planners in life insurance affects service commitment. The research model is tested via a survey of 307 life insurance planners. Results: This study shows that tangibles, assurance, responsiveness, and empathy in the educational service quality significantly influence education satisfaction. It also positively affect customer orientation and service commitment, but it also shows that reliability in the educational service quality has very little effect on customer satisfaction. Conclusion: This study emphasizes the service quality of education on life insurance planner and also suggests practical plan to increase the service quality of education. This study has more focused on the direction in the service quality of education for making the close long-term relationship with customer.