• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.9 no.1
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• pp.177-186
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• 2014

Failure mode and effect analysis (FMEA) is a systematic approach for identifying potential failures before they occur, with the intent to minimize the risk associated with them. It has been widely used in the various manufacturing industries as a solution to reliability problems. As the importance of the service sector is increasing, however, it has been recently extended to some applications in services. Despite these attempts, FMEA cannot be directly applied to the reliability problems in a service industry. Due to the heterogeneity and customer participation in service process, we cannot perfectly prevent service failures. For this reason, we suggest a new risk priority number with three input parameters that consist of severity, probability of occurrence, and recoverability. In this paper, we propose an approach for assessing service risk and service reliability using the service-oriented risk priority number (S-RPN). An example regarding a hypermarket service process is used to demonstrate the proposed approach.

• Journal of Korea Port Economic Association
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• v.28 no.4
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• pp.169-191
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• 2012

This study is to investigate the strategy on forming a long term relationship between logistics service provider and demander including maintaining strategy of it. For these purposes, effect on the organization and human factor of Logistics service companies and also, impact on the customer trust and relational commitment against service recovery are analysed. Literature review and empirical study are used to modify research model and to develop questionnaire for logistics service companies. Reliability for measuring procedure yields the same result on repeated trials and validity for identifying the accuracy of the accrual measuring instrument are also used. Suggested hypothesis are verified through multiple regression method and the testing results are shown as follows; First, organization and human factor have a positive effect to the service recovery satisfaction against the service failure of logistics service providing company. Second, the service recovery satisfaction also leads a positive effect on the customer trust and relational commitment.

• Journal of Biosystems Engineering
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• v.28 no.6
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• pp.537-544
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• 2003

The objectives of this study were to investigate the failure characteristics of a total of 90 parts of tractor driveline, and to predict their average annual demands required to perform the after-sales service. The failure characteristics such as failure mode, mean time between failures, characteristic life and reliability were analyzed using the data collected through the experienced mechanics at the part centers of the tractor manufacturers. The analysis was based on the assumption that the failure distribution follows the Weibull distribution. The average annual demands were also predicted for the replacement parts using the mean time between failures and the renewal theory based on the Weibull distribution. The results of the study revealed that the driveline parts failure was mostly from wearout and their average characteristic life is about 1.760 hours. The estimated mean time between failures was in a range of 670∼3,740 hours and reliability in a range of 40∼60％. The annual replacement demands were in a range of 4∼45 for a service of 100 tractors.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.15 no.8
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• pp.3086-3101
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• 2021

To supply precise marketing and differentiated service for the electric power service department, it is very important to predict the customers with high sensitivity of electric power failure. To solve this problem, we propose a novel grouped 𝑙_1/2 sparsity constrained logistic regression method for sensitivity assessment of electric power failure. Different from the 𝑙₁ norm and k-support norm, the proposed grouped 𝑙_1/2 sparsity constrained logistic regression method simultaneously imposes the inter-class information and tighter approximation to the nonconvex 𝑙₀ sparsity to exploit multiple correlated attributions for prediction. Firstly, the attributes or factors for predicting the customer sensitivity of power failure are selected from customer sheets, such as customer information, electric consuming information, electrical bill, 95598 work sheet, power failure events, etc. Secondly, all these samples with attributes are clustered into several categories, and samples in the same category are assumed to be sharing similar properties. Then, 𝑙_1/2 norm constrained logistic regression model is built to predict the customer's sensitivity of power failure. Alternating direction of multipliers (ADMM) algorithm is finally employed to solve the problem by splitting it into several sub-problems effectively. Experimental results on power electrical dataset with about one million customer data from a province validate that the proposed method has a good prediction accuracy.

• Culinary science and hospitality research
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• v.16 no.2
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• pp.15-30
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• 2010

This study investigates the effect of seriousness and controllability of service failure on perceived fairness, reliability, satisfaction and loyalty of customers. The result of the study is as follows. First, it was expected that a control-attribute and a seriousness-attribute would have an negative(-) impact on perceived fairness-attribute; however, the result showed that both did not have an negative impact on it. Next, a fairness-attribute of a procedure had a significant effect on trust, and a fairness-attribute of interaction and a fairness-attribute of distribution had a significant effect on trust and satisfaction. Lastly, trust had a significant effect on satisfaction while satisfaction had a significant effect on loyalty. Based of the result of this study, food-service enterprises need to perform a fast process of a recovery to overcome service failure rather than confirming a control-attribute and a seriousness-attribute of service failure. Also, they should set up a process of the recovery in the order of trust, satisfaction, and loyalty and check if this process is promptly carried out.

• The Journal of the Korea Contents Association
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• v.8 no.6
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• pp.222-231
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• 2008

The research was executed to find out that customers' dissatisfaction level caused from service failure could be increased or decreased by personal value attitude for a event. With the empirical study the research found fate or destiny oriented individuals are more likely to forgive for the service failures than face value oriented ones. The findings will be helpful to increase customers satisfaction levels after customers experienced service failures if a service firm can manage individuals' personal values.

• Journal of Distribution Science
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• v.3 no.1
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• pp.23-42
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• 2005

The service offer expectation and the desire of customers to a large-sized rate influence store also increase as a result of such environmental change. the counter where research of a book was upgraded from differentiation pursuit by competition between business condition in business condition in the case of the domestic rate influence store which has put the focus on service strengthening The work shrine which cannot reach here the competition predominance in the domestic market it will be hard coming to secure, when environmental change of inside large-sized rate influence store industry is taken into consideration The research which tried to receive customer service failure recovery carried out actual proof analysis in the influence to which fair nature lateness of a customer attains to the re-purchase intention to this store of customer satisfaction and future by service recovery process for an object in the customer who held service failure recovery experience in the domestic large-sized rate influence store.

• Journal of Applied Reliability
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• v.17 no.2
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• pp.103-111
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• 2017

Purpose: Accelerated degradation tests can speed time to market and reduce the test time and costs associated with long term reliability tests to verify the required service life of a product or material. This paper proposes a service life prediction method for components or materials using an accelerated degradation tests based on the relationships between temperature and the rate of failure-causing chemical reaction. Methods: The relationship between performance degradation and the rate of a failure-causing chemical reaction is assumed and least square estimation is used to estimate model parameters from the degradation model. Results: Methods of obtaining acceleration factors and predicting service life using the degradation model are presented and a numerical example is provided. Conclusion: Service life prediction of a component or material is possible at an early stage of the degradation test by using the proposed method.

• International Commerce and Information Review
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• v.14 no.4
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• pp.227-252
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• 2012

This paper is to study for causality validation of relation of the repair justice and repair satisfaction, relation between repair satisfaction and re-purchasing with South Korea's most important express service users. Through this research, we would like to confirm to seriousness of the failure express service and effects of controlling effectively adjust in relation between repair impartiality and satisfaction of repairs. The results of the study show as below. First, the result shows the justice outcome in express service, interaction justice, outcome justice in the relation of satisfaction with repair have regardful effects to the satisfaction of repair. This result explains that interaction justice has a positive influence. Second, in the relations between the procedural justice in express service and the satisfaction of repair, it is presented that the procedural justice has not regardful effects and results show differences from other leading researches. This result explains that procedural justice has not a positive influence. Third, as analyzing seriousness of the failure express service, controlling regulation effect in the relation of repair justice and repair satisfaction, seriousness of interaction and controlling regulation effect are not regardful effect in this relationship. These results are explained that the seriousness or controlling of the failure express service have not a positive influence to the relation of repair justice and repair satisfaction. Finally, in the relation between repair satisfaction and the intention to use again, repair satisfaction has a regardful effect to intention to use again. This result explained that it has positive influence to repair satisfaction and the intention to use again.

• Journal of Service Research and Studies
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• v.13 no.2
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• pp.161-180
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• 2023

This study empirically analyzed the effect of perceived injustice on service recovery measures proposed by online food delivery service (OFDS) companies on consumer disappointment. This study adopted interaction justice, information justice, procedural justice, and distributive justice as sub-variables of justice perception based on the justice theory. In addition, the differences by generation (MZ generation and other generations) were examined in the relationship between negative word-of-mouth behavior and switching intentions due to service recovery failure. An online survey was conducted targeting 250 adult consumers in the U.S for the empirical analysis of this research model. The results of the data analysis demonstrated that negative perceptions about the procedural justice and distributive justice among the service recovery strategies had a positive effect upon the consumer's disappointment. Furthermore, it was confirmed that the consumer's disappointment due to the perceived injustice of the service recovery strategy had a positive effect on the consumer's negative word-of-mouth behavior and switching intentions. The verification results of the moderation effect in the relationship between negative word-of-mouth behavior and switching intention, it was found that the younger the age(MZ generation), the higher the possibility of causing dysfunctional behavior. This study expands the scope of related research by presenting a new perspective on the justice perception in the service recovery process by verifying dysfunctional behavior of consumers caused due to the failure of the service recovery strategy. It is believed that the results of this study will be used as basic data for the establishment of practical strategies for OFDS companies to prevent double defection of their customers.