• Title/Summary/Keyword: service failures

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Requirements for Berth-Allocation Planning When Taking Pier-Available Resources and Submarine Support Service Request Schedules into Account (잠수함 지원업무 요구일정과 부두 가용자원을 고려한 선석할당계획)

  • Choi, Ji-Won;Choi, In-Chan
    • Journal of Navigation and Port Research
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    • v.44 no.6
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    • pp.501-508
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    • 2020
  • His paper looks more closely at the Republic of Korea's (ROK) Navy submarine berth-allocation strategies, with the study's results ultimately resulting in the proposition of an integer programming model. Current submarine berth-allocation planning problems include the need for more minimal berth-shifting and general support service failures, as a lack of efficient submarine berth-allocation often leads to submarines unable to receive the support service they need due to the inadequacy of their assigned berths. Currently, the ROK Navy allocates berths by only taking available reserve resources and the full-capacity limits of support services into account. This paper expands upon this strategy, and proposes a model which would allow for submarine berth allocation planning to also take submarine support service scheduling into account, allowing for more efficient and timely submarine servicing. This proposed model in turn minimizes berth shifting, support service failures, and allows for full coordination with the submarine support service request schedule. The construction of this model was carried out through data gathered on the ROK Navy's fleets and forces, allowing for a more nuanced analysis of existing issues with submarine berth-allocation planning.

The Method of Failure Management through Big Data Flow Management in Platform Service Operation Environment (플랫폼 서비스 운용환경에서 빅데이터 플로우 관리를 통한 장애 상황 관리 방법)

  • Baik, Song-Ki;Lim, Jae-Hyun
    • Journal of Convergence for Information Technology
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    • v.11 no.5
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    • pp.23-29
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    • 2021
  • Recently, a situation in which a specific content service is impossible worldwide has occurred due to a failure of the platform service and a significant social and economic problem has been caused in the global service market. In order to secure the stability of platform services, intelligent platform operation management is required. In this study, big data flow management(BDFM) and implementation method were proposed to quickly detect to abnormal service status in the platform operation environment. As a result of analyzing, BDFM technique improved the characteristics of abnormal failure detection by more than 30% compared to the traditional NMS. The big data flow management method has the advantage of being able to quickly detect platform system failures and abnormal service conditions, and it is expected that when connected with AI-based technology, platform management is performed intelligently and the ability to prevent and preserve failures can be greatly improved.

Does CSR moderate the service outcome failures of a hotel?

  • CHOI, Jinkyung
    • Journal of Distribution Science
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    • v.18 no.8
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    • pp.15-22
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    • 2020
  • Purpose: The purpose of this study is to measure the effectiveness of corporate social responsibility and service on consumers' risk perception, which ultimately influences satisfaction. Research design, data, and methodology: This study adopted experimental scenario questionnaires: 2 CSR conditions (with and without CSR) and 2 service outcomes (successful and unsuccessful). Multiple regressions were conducted to examine hypotheses. A total of 217 responses were gathered for research analysis. Results: The results of this study found that the performance risk perception and satisfaction of consumers were affected by both CSR and service. CSR was not found, however, to have a moderating effect on performance risk perception or satisfaction. Additionally, performance risk perception affected consumer satisfaction. Conclusion: The results of this study indicate that consumers respond to the conditions of company's CSR and service outcomes when they stay at hotels. Findings of this study suggest service outcomes and CSR had an effect on performance risk perception and satisfaction, although CSR did not moderate the effect of service outcomes for both performance risk perception or satisfaction. Therefore, providing satisfactory customer service and undertaking CSR activities are critical to achieving consumers' overall satisfaction.

Corrective Action Strategy based on SWOT Analysis in Service FMEA (SWOT분석을 토대로 한 서비스 FMEA에서의 개선조치전략)

  • Sutrisno, Agung;Kwon, Hyuck-Moo
    • Journal of Korean Society for Quality Management
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    • v.40 no.1
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    • pp.25-38
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    • 2012
  • Service FMEA may yield several possible corrective actions for each failure mode with large RPN. Corrective actions for each service failure are usually interrelated with the customers and environmental elements of the service system. SWOT analysis can provide an effective way to analyze the inner and outer environmental impacts for each corrective action. In this paper, we suggest a way for selecting and ranking corrective strategy in service operation based on SWOT analysis. Every candidate of corrective action strategy is ranked and evaluated on the basis of the impact factors of the SWOT variables, correlations between possible corrective actions and SWOT variables, and RPNs of service failures. The most desirable set of corrective actions is selected considering the preference score of each corrective action, required resources and budgetary allowance. The proposed methodology is demonstrated with an illustrative example.

A study on the influence of service recovery activities on churning commodities (Focus on the Cable-TV Industry) (서비스 회복활동이 상품전환에 미치는 영향에 관한 연구 (케이블TV산업 중심으로))

  • Kyung, Seung Hyun;Cheong, Ki Ju
    • Journal of Service Research and Studies
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    • v.6 no.3
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    • pp.57-78
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    • 2016
  • The purpose of this research is to study how service recovery activities influence customers' commodity churning in the media telecommunication industry(CATV industry). Put it differently, we tried to identify this change of commodity churning rates by the stages of service failures, by which we intend to emphasize the importance of service recoveries. Korean media telecommunication market has already been saturated; customers tend to move to bigger major companies with better customer care increasingly. As once customers gone never returns, CRM functions are being reinforced over the time. We were able to have the following results. First, turning rates, for those experienced service failure, who were dissatisfied with service recovery activities are 2~5 times (monthly average turning rates are 1.3%) higher than those satisfied. Secondly, active service recovery activities at the customer's service request after experiencing service failure lowered churning rates significantly. The most effective timing is service recovery activities pre-recovery stage. Thirdly, reward activities after service recovery activities at the immediate recovery stage is more effective than service recovery at the arranged recovery schedule and reward activities after customer's expressing churning intension. The implications of this study are that firms should engage in service recovery activities at the time of identifying service failures, prior to customer's expressing churning intention, which means relatively lower ROI for the service recovery activities than the times of customers' expressing churning intention.

Effects of Customer Relationship Quality, Customer Perceived Power, and Brand Reputation on Complaint Behaviors (서비스 실패 상황에서 고객관계 품질, 고객 파워, 브랜드 명성이 불만 행동에 미치는 영향)

  • Choi, Soon-Hwa
    • Journal of Distribution Science
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    • v.14 no.9
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    • pp.111-120
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    • 2016
  • Purpose - This study aimed to investigate the effects of customer relationship quality and perceived power on complaint behaviors in a context of service failures in a restaurant. Two different types of complaint behaviors were employed: personal complaining that disappointed customers directly approach to a service manager and public complaining that customers ask for related institutions, like consumer protection organization, for help. This study also examined the moderation effects of brand reputation on the relationships between customer perceived power and two types of complaint behaviors. Research design, data, and methodology - The author developed a structural model in which customer relationship quality is proposed to affect customer perceived power, thus influencing personal and public complaint behaviors. The model also includes the moderating role of brand reputation; the effect of customer perceived power on two types of complaint behaviors becomes stronger when brand reputation is high. To analyze the research model, a survey based on a scenario regarding the contexts of service failures in a restaurant was conducted toward 126 female college students. SPSS 22.0 and AMOS 21.0 were utilized to test the hypotheses. Results - The findings are as follows. First, customers who had positive relationships with a restaurant are more likely to perceive that they have strong power to influence the service provider. Second, customer perceived power had a significant and positive effect on both personal and public complaint behaviors. Finally, when the brand reputation for a restaurant is high, dissatisfied customers who think they can exercise influence to the restaurant complain more actively toward the service provider. Conclusions - The findings of this study are against the traditional viewpoint on customer loyalty that loyal customers compared respond more generously to the mistakes of a company, but consistent with the 'love becomes hate' effect proposed by Grégoire, Tripp, and Legoux(2009). In complaining contexts, companies should manage customers with positive and strong relationship more carefully and strategically to prevent the expansion of economic and social risks from customers' complaining behaviors. This is more significant for companies with strong brand reputations.

MAINTENANCE SERVICE CONTRACTS(CASE: PHOTO-COPIER)

  • Murthy, D.N.P.
    • Proceedings of the Korean Reliability Society Conference
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    • 2004.04a
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    • pp.29-37
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    • 2004
  • Maintenance are actions (or activities) needed to (i) control equipment degradation and failures and (ii) to restore a failed equipment to operational state. The former is termed Preventive Maintenance (PM) and the latter as Corrective Maintenance (CM).(omitted)

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The Effects of Service Failure Magnitude on Perceived Justice, Positive Emotion, and Revisit Intention in Restaurants -A Comparison of Korean and American Customer Perceptions- (레스토랑에서의 서비스 실패 정도가 회복 공정성, 긍정 감정, 재방문 의도에 미치는 영향 -한국 고객과 미국 고객 비교를 중심으로-)

  • Yi, Na-Young
    • The Korean Journal of Food And Nutrition
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    • v.24 no.3
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    • pp.329-339
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    • 2011
  • The purpose of this study was to compare the effects of service failure magnitude on perceived justice, positive emotion, and revisit intention at restaurants between a collectivist culture(Korea) and an individualistic culture(United States). The results showed that the higher a customer's perception of service failure magnitude, the lower the perceived recovery justices in both cultures. The distributive, procedural, and interactional justices had a favorable effect on positive emotions in both cultures. Other findings revealed that interactional justice was the best predictor of revisit intention in Korea, while distributive justice was the best determinant of revisit intention in the United States. This research suggests that global restaurant managers need to understand how cultural orientation influences consumer perceptions of service failures in order to develop a highly targeted and effective service recovery.

An Analysis on System Failure Mechanism of Sectoral Innovation Systems (SIS) : The Case of Mobile Internet Industry in Korea (무선인터넷서비스 산업혁신시스템 실패 메커니즘의 분석)

  • Lee, Kyoung-Ae
    • Journal of Korea Technology Innovation Society
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    • v.11 no.1
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    • pp.46-71
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    • 2008
  • Although the volume of mobile internet services has increased continually over the years, the rapid diffusion has still fallen short of expected quality. This paper considers mobile internet service industry in Korea as a system failure due to structural problems and attempts to identify systemic imperfection mechanisms from the supply side. The problems of mobile internet industry in Korea are categorized into interaction failures, institutional failures and capabilities failures which contribute to system failure and at the same time, failure types are linked to each other. It is needed to improve policy and institutions in operation and develop new policy for contents providers to promote mobile internet industry. This research findings will contribute to policy making to promote mobile internet service industry and development of sectoral system for emerging industries.

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