• Journal of Korean Society of Industrial and Systems Engineering
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• v.35 no.3
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• pp.155-162
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• 2012

This study proposes an integrated approach that uses both a fuzzy service FMEA (failure mode and effect analysis) and HOQ (house of quality) matrix algebra in designing and improving a service system. The fuzzy service FMEA methodology applies the customer satisfaction to the fuzzy RPN model. We fuzzify only the service satisfaction that consist in two failure factors, intangible service and tangible service, to more effectively assess the customer satisfactions on service encounters. Proposed fuzzy service satisfactions with triangle membership function are defuzzified by using the Fuzzy Inference System, and these are eventually identified the ranks on the potential fail points. HOQ matrices are constructed from cause-effect relationships. It is possible for these relationship matrix to find a linear approximation solution on the engineering attributes. Thus, in order to demonstrate how the proposed methods work, practical sample of the A/S part in S Electronic Co. provides for the ranking of the engineering attributes which has been successfully implemented.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.27 no.4C
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• pp.316-325
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• 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."

• Knowledge Management Research
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• v.18 no.2
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• pp.103-127
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• 2017

This study examines the effects of failed airline services on the consumers' psychological process and their behavioral responses. Having different classifications from the previous studies, this study focuses on dividing important factors of airline services into search attributes(e.g. sale and procedure services, services concerning flight attendant, in-flight services) and experience attributes(e.g. flight services, collateral services). Using structural equation modeling, this study shows that the failure of service factors of the experience attributes provokes the feeling of disappointment with mediation effect of external attribution while the failure of service factors of search attributes provokes the feeling of regret with mediation effect of internal attribution. Finally, disappointment leads to consumers' complaint behavior while regret leads to consumers' switching behavior. Unlike previous studies, we show that when a service failure occurs, depending on each attribute, consumers feel negative emotions of disappointment or regret through different attribution processes and finally show different behavioral responses with an empirical analysis.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.14 no.11
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• pp.5541-5548
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• 2013

Any enterprises cannot be free from service failure because of service attribute. Thus, the effort to recover from service failure properly has an important meaning. This study emphasizes on the need of effort of service recovery and distinguishes the operant situation of service failure into severity and controllability. At this moment in time, this study wants to verify the role of the effect of justice awareness on trust and satisfaction and adjustment role of employees' authenticity. An object of his study was 206 people who complained about service and this study analyzed their questionnaires by using SPSS, AMOS. To sum up, First, this study result shows that the seriousness of service failure has a negative effect on justice and only controllability has a negative effect on justice. Second, this study result shows that justice awareness has a positive effect on trust and satisfaction and that recovered trust has a positive effect on satisfaction. Third, authenticity has regulation effect on the structural relationship of severity, controllability, trust and satisfaction. Based on such result, this study presented suggestive point and suggested future study.

• Health Policy and Management
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• v.32 no.3
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• pp.323-329
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• 2022

Background: This study aimed to identify the characteristics of the referral and return of patients to clinics in the endocrinology and cardiology departments at the National Health Insurance Service Ilsan Hospital to evaluate the "referral and return of patients to clinics" program and reduce the rate of returning patients. Methods: From May 2018 to December 2020, we identified the number of visits to referral hospitals and hospital usage status at Ilsan Hospital after returning to clinics. We also identified the patients who returned to Ilsan Hospital within 6 months, defined as "failure to transport," among those recommended to be transported to clinics of the Medical Cooperation Center. Additionally, we evaluated the characteristics of the "failure to transport" patients. Results: Among the returning patients, the rate of visiting Ilsan Hospital within 6 months was higher in cardiology than in endocrinology (25.1% vs. 16.7%). Older age, more severe disease, and more number of visits to the department were associated with a high rate of failure to transport. The rate of failure to return was low in cases diagnosed with hyperlipidemia/lipoprotein metabolism disorder. With respect to diabetes, the rate of failure to transport differed according to each type of diagnosis of diabetes. Conclusion: The success rate of the "referral and return of patient to clinics" program differed based on each patient's characteristics, department of visit, and diagnosis. Individualizing according to the visit department and diagnosis is required to ensure successful transfers, and infrastructure expansion and institutional arrangements must be facilitated.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.31 no.4
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• pp.162-167
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• 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.

• Proceedings of the Korea Concrete Institute Conference
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• 2006.11a
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• pp.597-600
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• 2006

In this study, field survey of carbonation for RC column in city is carried out and carbonation behavior in sound, joint, and cracked concrete is also analyzed. Futhermore, probability of durability failure with time is calculated through considering probability variables such as concrete cover depth and carbonation depth which are obtained from field survey. The probability of durability failure in cracked concrete with considering crack width and time is also calculated and service life is predicted based on intended failure probability in domestic specification. Through this study, it is known that service life in a RC column is evaluated differently for local conditions and each service life is rapidly decreased with decrease in cover depth and increase in crack width.

• Asia Marketing Journal
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• v.19 no.3
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• pp.19-44
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• 2017

Researchers do not fully understand consumers' responses to negative co-branding events; thus, they report inconsistent evidence regarding the negative impact on the partnering brands. Our research bridges a gap in this research stream, and answers an important question: When a service failure occurs, could the two different models of consumers' brand schema change affect their negative perception of each brand partner? By using a theoretical and mathematical modeling approach, we offer two propositions. The first proposition shows that, under consumers' book-keeping cognitive process, the negative spillover effect occurs for both brands. The second proposition argues that, when the sub-typing model is assumed, it is possible that one brand suffers while the other escapes the blame for the failure. To our knowledge, this is one of the first few studies to identify circumstances in which a negative spillover effect may or may not occur to brand partners in co-branding service failures.

• Journal of Global Scholars of Marketing Science
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• v.8
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• pp.291-313
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• 2001

This study is about service failure and recovery. Prior studies of service failure and recovery encounters have been limited to descriptive research based primarily on retrospectiveti.e., memory-based) self-reports. This study uses a survey method and utilize a 2*2*2 experimental design with service recovery scenarios across two services. Manipulations included two levels of controllability, two levels of procedural justice and interactional justice, and two levels of distributive justice. Accordingly, this research examines how the controllability of service failure affect recovery satisfaction, and how these relations are moderated by the justice of service recovery. Conclusively, bi-dimension(outcome and process) constitutes the service recovery and this result supports the insistence that even dissatisfied customers can be satisfied through the service recovery efforts of the organization that once failed to meet the needs and expectation of customers.

• Journal of Korean Society for Quality Management
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• v.45 no.4
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• pp.649-664
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• 2017

Purpose: This paper introduces the technology of prognostics for Industry 4.0 and presents its application procedure for fitness-for-service assessment of natural gas pipelines according to ISO 13374 framework. Methods: Combining data-driven approach with pipe failure models, we present a hybrid scheme for the gas pipeline prognostics. The probability of pipe failure is obtained by using the PCORRC burst pressure model and First Order Second Moment (FOSM) method. A fuzzy inference system is also employed to accommodate uncertainty due to corrosion growth and defect occurrence. Results: With a modified field dataset, the probability of failure on the pipeline is calculated. Then, its residual useful life (RUL) is predicted according to ISO 16708 standard. As a result, the fitness-for-service of the test pipeline is well-confirmed. Conclusion: The framework described in ISO 13374 is applicable to the RUL prediction and the fitness-for-service assessment for gas pipelines. Therefore, the technology of prognostics is helpful for safe and efficient management of gas pipelines in Industry 4.0.