• 산업경영시스템학회지
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• 제35권3호
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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.

• 한국통신학회논문지
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• 제27권4C호
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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."

• 지식경영연구
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• 제18권2호
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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.

• 한국산학기술학회논문지
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• 제14권11호
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• pp.5541-5548
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• 2013

서비스의 속성상 어떠한 기업도 서비스 실패로부터 자유로울 수 없다. 때문에 이러한 서비스 실패를 적절하게 회복하기 위한 노력은 무엇보다 중요한 의미를 가지게 된다. 본 연구는 서비스 회복에 대한 대응 노력의 과정에서 서비스 실패의 상황을 심각성과 통제성으로 구분하였다. 이때, 공정성 지각이 신뢰와 만족에 미치는 영향과 더불어 종업원 진정성의 역할을 실증적으로 검증하여 중요성을 제시하고자 한다. 연구 대상은 서비스 불만을 제기한 경험이 있는 206명의 설문 자료를 SPSS, AMOS를 이용하여 분석하였다. 연구 결과를 요약하면 첫째, 서비스 실패 심각성은 공정성에 부(-)의 영향을 미치지 않았고, 서비스 실패 통제성만이 공정성에 부(-)의 영향을 미치는 것으로 나타났다. 둘째, 공정성 지각은 신뢰와 만족의 관계에서 정(+)의 영향을 미치는 것으로 나타났으며, 회복된 신뢰는 만족에 유의한 영향을 미치는 것으로 나타났다. 셋째, 심각성, 통제성, 공정성, 신뢰와 만족간의 구조적 관계에서 진정성에 의해 조절효과가 있는 것으로 나타났다. 이러한 연구 결과에 근거하여 시사점을 제시하고 미래 연구를 제안하였다.

• 보건행정학회지
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• 제32권3호
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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.

• 산업경영시스템학회지
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• 제31권4호
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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.

• 한국콘크리트학회:학술대회논문집
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• 한국콘크리트학회 2006년도 추계 학술발표회 논문집
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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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• 제19권3호
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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.

• 마케팅과학연구
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• 제8권
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• pp.291-313
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• 2001

본 연구는 서비스 실패와 회복에 관한 연구로서 그 동안 명확하게 정립되지 못한 실패와 회복에 관한 선행연구들을 검토하여 이를 체계적으로 정리하고, 실패 그리고 회복과 관련된 변수들과 이들 변수들간의 관계를 명확히 규명하여 보다 확고한 개념적인 틀을 제공하고자 한다. 이를 위해 본 연구는 서비스 실패의 통제성이 회복 만족에 영향을 미치고, 이들 변수 들은 서비스 회복 공정성에 의해 조절되어진다는 연구 과제를 설정하고 시나리오를 통한 유 사실험설계연구에 기초하여 분석한 결과 실패의 통제성은 회복 만족에 영향을 미치며, 실패의 통제성과 회복 만족간의 관계에 절차적 공정성, 상호관계적 공정성 그리고 분배적 공정성 모두는 상호작용 효과를 갖는 것으로 검정되었다.

• 품질경영학회지
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• 제45권4호
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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.