• Journal of Distribution Science
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• v.16 no.12
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• pp.105-113
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• 2018

Purpose - This research is intended to suggest ways to enhance customers' satisfaction with service recovery. For this purpose, this study investigated the relationships among perceived justice (distributive, procedural, interactional justice) of service recovery efforts, perceived authenticity of service recovery efforts, the intention to follow advice, and the satisfaction with service recovery. Research design, data, and methodology - This research developed a structural equation model in which the perceived justice (distributive, procedural, interactional justice) and the perceived authenticity are predictors, the satisfaction with service recovery is a dependent variable, and the intention to follow advice is a moderator between the perceived justice (distributive, procedural, interactional justice) and the satisfaction with service recovery. Data were collected from visitors of fast food restaurants in Seoul, Gyeonggi province, and Kangwon province. A total of 330 questionnaires were distributed and 295 responses were collected indicating a response rate of 89.3%. After deleting data having missing value, 288 samples were used for analysis. SPSS 21.0 and AMOS 21.0 were used to test the reliability, validity, model fit, and hypotheses. Results - Empirical results showed that perceived justice, perceived distributive justice, and perceived authenticity had a positive influence on the satisfaction with service recovery. These results indicated that the more highly customers perceived the justice, distributive justice and the authenticity of service recovery efforts, the more they were satisfied with service recovery. And these influences were moderated by the intention to follow advice. Specifically, influences of the perceived justice, the perceived distributive justice, and the perceived authenticity on the satisfaction with service recovery were bigger for people with high intention to follow advice than people with low intention to follow advice. Conclusions - This research contributed to the service recovery literature by showing how perceived justice (distributive, procedural, interactional justice) and perceived authenticity influence satisfaction with service recovery. Moreover, current study introduced the intention to follow advice as moderator of this influence and revealed the moderation role of the intention to follow advice between the perceived justice (distributive, procedural, interactional justice) and the satisfaction with service recovery. Managerially, these results suggested retailing companies some ways to recover from service failure.

• Journal of Distribution Science
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• v.13 no.2
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• pp.63-73
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• 2015

Purpose - Satisfaction with service is evaluated according to customers' subjective judgment. The expected value of customer service and its evaluations depend on the customers' position. The customer recognizes two different forms of service levels. One is satisfaction and the other is dissatisfaction. Customers who are satisfied want to receive the service in future. However, those dissatisfied try to change the service. The service provider tries to improve the service. There are two different service cycles. One is the successful cycle and the other is the failure cycle. This study aimed to empirically determine the effects of the justice and authenticity of service recovery on customer behavioral intention through an integrated approach to cognitive justice and psychological authenticity. Research design, data, and methodology - Based on a literature review, justice of service recovery was categorized into three types: distributive, procedural, and interactive. Then, authenticity was added to obtain four independent variables, along with recovery satisfaction as a parameter. Behavioral intention, as an outcome variable, was divided into the repurchase intention and positive word-of-mouth. The model and hypotheses were created and measurement items were developed. A questionnaire survey of items concerning the service recovery experience at family restaurants was conducted on college students and residents in Gwangju from September 30 to October 31, 2013. A total of 400 copies of the questionnaire were sent out and 385 were returned. Respondents answered questions about the importance of, and satisfaction with service recovery on a 5-point Likert scale. Excluding 174 copies without service failure experiences and 7 inappropriate copies, 204 copies were analyzed using SPSS 21.0 for Windows and AMOS 20.0 to determine the reliability and validity of measurements. The hypotheses were tested through a goodness-of-fit analysis. Results - First, distributive justice positively affected recovery satisfaction. Second, procedural and interactive justice had no impact. Third, authenticity positively affected recovery satisfaction. Fourth, distributive justice had relatively stronger effects on recovery satisfaction than authenticity. Fifth, recovery satisfaction significantly affected repurchase intention and positive word-of-mouth and it proved effective in mediation. Finally, additional analysis was performed for descriptive statistics of the principal variables by various demographic characteristics and significant differences were found in gender, occupation, and so on. Conclusions - This study has academic significance as the fairness and authenticity of service recovery were investigated to reveal the effects on behavior. The findings could be applied to a wide range of service recovery strategies. However, there are some limitations. First, data was collected only from the residents of Gwangju and most respondents were aged 20-30. Future studies should target a wide range of areas and age groups. Second, because the questionnaire used in this study targets only convenience family restaurants, the results of this study cannot be generalized to all services companies. Future research should be done on a wide range of industries such as hotels, airlines, and hospitals, and perform a comparison between sectors.

• Proceedings of the KWS Conference
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• 2003.05a
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• pp.105-107
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• 2003

• Proceedings of the KWS Conference
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• 2001.05a
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• pp.127-129
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• 2001

• Agribusiness and Information Management
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• v.9 no.2
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• pp.22-26
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• 2017

This study aims to understand why public information systems in agricultural fields have shown lower performances than other industrialized fields and industries and how these problems would be fixed and overcame. To accomplish this research purpose, this study would overview the previous studies on developing agricultural information systems in public sectors and would find out meaningful and considerable factors. This study would accept the methodologies of literature review and systems thinking approaches to understand the relationships among the found factors and to suggest the conceptual research model. Agricultural information system should take care to reduce implement and maintenance costs to reduce the negative relationships between costs and expected service value and between expected service value to perceived service value. Also, it should be understood that impersonal response would reduce the eager to use the services, so the government sectors should consider positively to adopt the concept of CRM even though the government sectors traditionally have ignored its necessity. The failure of public information systems/services may be caused not only by lack of the contents but also by the failure of the persistent post management.

• Journal of Communications and Networks
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• v.12 no.2
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• pp.174-180
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• 2010

Automatic Repeat reQuest (ARQ) is a very effective technique against transmission error at the medium access control (MAC) layer. An erroneous MAC protocol data unit can be typically retransmitted within a given limit. In order to improve the IP-level performance, which directly affects the user-perceived quality-of-service (QoS), we propose a new truncated ARQ strategy, called MAC service data unit-based ARQ (S-ARQ), where the finite number of opportunities for retransmissions are shared by multiple fragments out of an IP datagram. We describe how SARQ can be implemented in a practical system, and then propose another variant of S-ARQ employing a functionality called early detection of failure. Basically, we evaluate the performance of SARQ in two different manners. First, assuming i.i.d. error process, we analyze both the probability of the delivery failure and the average delay of IP datagram. Then, we assess the performance of S-ARQ via simulation over a 2-state Markov channel.

• Journal of Korean Society of Water and Wastewater
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• v.29 no.3
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• pp.305-317
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• 2015

The function failure of present major facilities is likely to lead to failure of related systems and/or whole facilities, increasing the necessity for protection of infrastructures, main structures, and major industrial facilities. In addition, safe and efficient management for urban infrastructure (waterworks and sewerage facilities, electricity, telecommunications, roads, etc) installed in the basement or on large cities grounds at various public areas is required. Recently in response to this demand, efforts for vitalizing asset management are being made such as enacting related laws and developing asset management system in the U.S., Australia, Europe and other advanced countries with the concept for a new maintenance. In our county, identifying maintenance system problems such as aging and rapid increasing of existing infrastructures and decision-making about updating maintenance is required for systematic and organizational maintenance. In this study, by comparing and observing the LOS(Level of Service) of each countries' waterworks and risk-based LOS, we suggest the direction of future urban water infrastructure management systems for more effective management.

• ETRI Journal
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• v.34 no.2
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• pp.199-209
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• 2012

In transport networks, a multi-ring architecture is very useful to facilitate network planning and to design and provide more resilient services for customers. Unlike traditional synchronous optical network multi-rings, the service resiliency of Ethernet-based multi-rings is significantly impacted by the ring hierarchy because a link or node failure in a certain level ring triggers filtering database flush actions in all higher level rings as well as in the ring with the failure, and consequently a large amount of duplicated data frames may be flooded. In this paper, we investigate how the ring hierarchy impacts the service resiliency of multi-ring networks. Based on extensive experiments on various single- and multiple-link failures, we suggest two effective inter-ring connection rules to minimize the transient traffic and to ensure more resilient multi-ring networks. In addition, we consider a flush optimization technique called e-ADV, and show that the combination of e-ADV and multi-ring structures satisfying our inter-ring connection rules results in a more attractive survivability performance.

• International journal of advanced smart convergence
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• v.7 no.3
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• pp.79-91
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• 2018

Service Oriented Architecture (SOA) has appeared as an absorbing architectural approach that empowers the available systems to reveal their performance in the act of services, without creating important changes to the systems. This approach, due to its flexibility of adoption, has been widely recognized as an appropriate approach for implementing in organizations by many scholars and practitioners. Though, there are many studies that depict success factors of SOA; at the same time a few minor cases of failure has also been reported in the literature. In spite of the availability of rich material on SOA (in general), there is no systematic literature review on the potential aspect of SOA adoption factors. Hence, this article presents a systematic review of existing studies related to the SOA adoption and its success and failure factors from 2009 to 2015. The principle purpose of the study is to bring forward the existing issues and share our findings with researchers. Moreover, the findings of this paper would help IT experts in organizations to concentrate on the key factors highlighted in this study, so that they could decide whether it is advisable to adopt SOA or not in their context.

• Journal of the military operations research society of Korea
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• v.35 no.2
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• pp.33-49
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• 2009

The objective of this study is as follows. First, the hazard function on the failure probability density function of the K-1 tracked vehicles can be occurred in the form of the bathtub curve. Second, the failure mode may be different under two different operational situations. The research result shows that the bathtub curve can be fitted in the Weibull distribution, that assumes different shapes according to the specific stage of the system's life cycle. The K-1 tracked vehicle has a relatively high hazard(failure) rate at the time of its first service. The failure rate starts decreasing for a time immediately after it goes into service. After the break-in period, the surviving components have a fairly constant hazard rate. As the K-1 system ages, deterioration of its various parts takes place and the hazard rate starts Increasing. Second, the result shows the failure rate in the harsh operational environment is higher than that in the mild operational environment. In conclusion, the bathtub curve can be logically appropriate in establishing the depot overhaul cycle. Moreover, it is necessary for determining the right time of the depot overhaul to consider not only the age of defense equipment but also the different operational environment.