• Journal of Distribution Science
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• v.16 no.6
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• pp.37-53
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• 2018

Purpose - There have been not enough studies on the ways customer Moment of Truth(MOT) activities are structured along with consumption chain and their influences as well as the relative influences of service quality at Moment of Truth on customer performance. Therefore, customer service needs needed at Moment of Truth may differ depending on whether these distribution services are at introduction-growth stages or maturity-decline stage already, but there is no study which illustrates this. Research design, data, and methodology - This study selects VoIP and IPTV as the household telecommunication and distribution services at introduction-growth stages as well as high speed internet and wire telephone as those at maturity-decline stages. Then it identifies which experiences that customers have at Moment of Truth by each service as well as the influences related to what the customers consider as important. Results - As the result of demonstration with the target of 858 respondents, customers' experiences and requests differ at Moment of Truth. For service quality, what takes the positive roles in customer performance includes corporeality and certainty for the services at introduction-growth stages as well as reliability, sympathy, and mutuality for those at maturity-decline stages. Conclusions - Implications of these results as well as further directions for study are suggested.

• Structural Engineering and Mechanics
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• v.12 no.1
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• pp.1-16
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• 2001

A reliable and accurate method has been developed to predict the flexural deformation response of structural concrete members subject to service load. The method that has been developed relates the extent of concrete cracking, measured as a function of the magnitude of applied moment in a member, to the reduction in the effective moment of inertia of cracked reinforced concrete members under service load conditions. The ratio of the area of the moment diagram where the moment exceeds the cracking moment, to the total area of the moment diagram for any loading, provides the basis for the calculation of the effective moment of inertia. This ratio also represents mathematically a probability of crack occurrence. Verification of this method for the determination of the effective moment of inertia has been achieved from an experimental test program, and has included beam tests with different loading configurations, and shear wall tests subjected to a range of vertical and lateral load levels. Further verification of this method has been made with reference to the experimental investigation of other recently published work.

• Korean Management Science Review
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• v.28 no.3
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• pp.15-29
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• 2011

In this paper, we consider a system working at both primary service and secondary service. A server can switch between the primary service and the secondary service or it can be assigned to secondary service as a dedicated server. A service policy is characterized by the number of servers dedicated to the secondary service and a rule for switching the remaining servers between two services. The primary service system is modelled as a Markovian queueing system and the throughput is a function of the number of servers, buffer capacity, and service policy. And the secondary service system has a service level requirement strategically determined to perform the service assigned. There is a revenue obtained from throughput and costs due to servers and buffers. We study the problem of simultaneously determining the optimal total number of servers, buffers, and service policy to maximize profit of the system subject to both an expected customer waiting time constraint of the primary service and a service level constraint of the secondary service and develop an algorithm which can be successfully applied with the small number of computations.

• Proceedings of the Korea Concrete Institute Conference
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• 1994.04a
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• pp.7-12
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• 1994

In structural analysis of prestressed concrete continuous flexural mambers, secondary effects produced by tendon forces should be reasonably estimated. The secondary moment at service load stags is normally used for ultimate required moment caculation in strength design. This concept has to be reviewed when precise analysis is performed considering construction step, time dependent properties of concrete and tendon. An ultimate moment computation proposed, concept and structural behavior. The previously proposed procedure by other researcher and the proposed procedure are compared and reviewed for the currently constructed precast prestressed concrete bridge.

• Korea Journal of Hospital Management
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• v.19 no.3
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• pp.11-28
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• 2014

This study, targeting Korean tertiary hospitals and general hospitals, aims to analyze how value chain model in health and medical institution suggested by Duncan and else influences on hospital management. A survey was conducted to verify the actual proof analysis of this study model. 880 questionnaires were distributed to entire 88 hospitals and 739 copies were returned from 76 hospitals. This study mainly consists of three steps to analyze the effect value chain activity has on management performance of general hospitals. For the first step, we analyzed the effects service delivery activity has on management performance. For the second step, we analyzed the effects service support activity has on management performance and for the third, we analyzed the effects interaction between service delivery activity and service support activity has on management performance. The main results of this study are as follows. First, in terms of the management performance of scale, the factors which influenced on daily charge of outpatient were service activity before treatment, at the moment of treatment and value chain activity, while more important factors in daily charge of inpatient were organizational culture, organizational structure and value chain activity. In terms of management performance of quality, the factors which influenced on the first medical examination rate of outpatient were service activity before, at the moment of and after treatment, while activity at the moment of treatment, organizational structure, and value chain activity which is interaction were more important factors in average length of stay. In terms of non-financial performance, the management performance factors which influenced on job satisfaction were service activity at the moment of, after the treatment and value chain activity, while organizational culture, strategy resources and value chain activity which is interaction were more important factors in job commitment. Secondly, all the service support activity, service delivery activity and value chain activity had statistically significant effect on management performance. Among the three factors, service support activity had relatively high effect than others.

• Journal of Distribution Science
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• v.11 no.4
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• pp.37-49
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• 2013

Purpose - This research identifies the meaning of the core capability level of Car Master and the reason why its service at the Moment of Truth should be demonstrated through empirical cases. It can be seen that this study differs from existing research because it proposes that the recognized core capability level to achieve customer satisfaction should focus on the mediating effect of Moment of Truth quality. This paper examines the effect of Car Master's recognized core capability level on customer satisfaction by using the variables mentioned above. Moreover, this study uses regression analysis to verify that the mediating effect of Moment of Truth quality on Car Master's capability level achieves customer satisfaction. Research design, data, and methodology - First, we present evidence that could apply to Car Master's recognized core capability level by detailing the relationship between customer satisfaction and a structuring factor for Car Master's core capability level. Our proposed research model observes the relationship between the structuring factor of core capability and customer satisfaction. Second, we had an opportunity to define how the core capability and Moment of Truth quality affect customer satisfaction by performing empirical analysis on the partial mediating effect of Moment of Truth quality at a recognized core capability level and Moment of Truth quality affecting customer satisfaction. Results - First, the results indicate that Car Master's recognized core capability level (product professionalism, marketing skill, and reliability) positively affects customer satisfaction. Second, the results show that an ability to listen and a sense of dedication positively affect customer satisfaction, and are among the Moment of Truth quality factors; but performance capability, which is one of the Moment of Truth quality factors, does not positively affect customer satisfaction. These results clearly differ from prior studies focused on Moment of Truth quality and consumer satisfaction. Third, the results show that Moment of Truth quality has a partial mediating effect in terms of the impact of Car Master's recognized core capability level in achieving consumer satisfaction. Conclusions - This research indicates that the company will be able to expand if they investigate and show an interest in more training and education for Car Master. The study verified that outstanding Car Masters show differentiated performance on customer satisfaction at the Moment of Truth in various instances. Thus, we believe that this is the time for a discussion on systematic and empirically recognized core capability levels and the Moment of Truth quality. The study on Car Master's recognized core capability level offers suitable solutions for Car Masters to respond to customers at the Moment of Truth. Further, this study emphasizes the importance of service as a critical factor having a direct relationship with the company's success and failure and contributing to building trust with the customer. Thus, an investment in continuous education and training for Car Master will help the growth of the business.

• Structural Engineering and Mechanics
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• v.67 no.2
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• pp.155-163
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• 2018

The Early-age construction loading and changing properties of concrete, especially in the multi-story structures can affect the slab deflection, significantly. Based on previously conducted experiment on eight simply-supported one-way slabs this paper investigates the effect of concrete type, fiber type and content, loading value, cracking moment, ultimate moment and applied moment on the instantaneous deflection of Self-Compacting Concrete (SCC) slabs. Two distinct loading levels equal to 30% and 40% of the ultimate capacity of the slab section were applied on the slabs at the age of 14 days. A wide range of the existing models of the effective moment of inertia which are mainly developed for conventional concrete elements, were investigated. Comparison of the experimental deflection values with predictions of the existing models shows considerable differences between the recorded and estimated instantaneous deflection of SCC slabs. Calculated elastic deflection of slabs at the ages of 14 and 28 days were also compared with the experimental deflection of slabs. Based on sensitivity analysis of the effective parameters, a new model is proposed and verified to predict the effective moment of inertia in SCC slabs with and without fiber reinforcing under two different loading levels at the age of 14 days.

• Proceedings of the Korea Hospitality Industry Research Society Conference
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• 2005.11a
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• pp.1-20
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• 2005

Family Restaurant is a service business of a kind. The role of service operator is to improve a sales of service goods through maximizing the service value with customer satisfaction at the moment of MOT(moment of truth). Family Restaurant come to the great growth on the face of it. In future, it will place emphasis more and more on not hardware but software including service quality. The purpose of this study, therefore, is to research the effect on service quality of the job satisfaction of Family Restaurant's service staff. Data was collected from the employee who are working at Family Restaurant located in Taegu. The empirical research has been done over 50days from 1April, 2004 to 20May, 2004. In conclusion of empirical analysis, 4 hypotheses were significant among 7 hypotheses suggested in this study. The research showed as follows : First, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on job satisfaction. Second, the personal trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on service quality. Third, the official trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on job satisfaction. Fourth, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on service quality. Fifth, the personal trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on service quality. Sixth, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on service quality. Seventh, the job satisfaction of Family Restaurant service staff showed positive influence on service quality. Besides, the critical points of this study are as follows; First, we designated the subject of research to the employee of Family Restaurant only. Second, multi-situations(time, holiday) which can happen as service was offered, wasn't concerned. Third, as service quality was estimated by general service quality. the research in future should subdivide service quality more. I. finally, applied the pervious researches on job satisfaction and service quality in the employee of Family Restaurant. To extend more this research model in future, the variables like customer satisfaction should be added.

• Steel and Composite Structures
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• v.34 no.3
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• pp.321-332
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• 2020

The loss of composite action at the hogging moment zone for a continuous composite girder reduces the girder stiffness and strength. This paper presents an experimental investigation of the use of an ultra-high performance concrete (UHPC) slab at the hogging moment zone and a normal concrete (NC) slab at the sagging moment zone. The testing was conducted to verify the level of loading at which composite action is maintained at the hogging moment zone. Four two-span continuous composite girders were tested. The thickness of the UHPC varied between a half and a full depth of slab. The degree of shear connection at the hogging moment zone varied between full and partial. The experimental results confirmed the effectiveness of the UHPC slab to enhance the girder stiffness and maintain the composite action at the hogging moment zone at a load level much higher than the upper service load limit. To a lesser degree enhanced performance was also noted for the smaller thickness of the UHPC slab and partial shear connection at the hogging moment zone. Plastic analysis was conducted to evaluate the ultimate capacity of the girder which yielded a conservative estimation. Finite element (FE) modeling evaluated the girder performance numerically and yielded satisfactory results. The results indicated that composite action at the hogging moment zone is maintained for the degree of shear connection taken as 50% of the full composite action and use of UHPC as half depth of slab thickness.

• Computers and Concrete
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• v.14 no.2
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• pp.109-125
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• 2014

The force transfer mechanism in positive moment continuity details for prestressed concrete girder bridges is investigated in this paper using a three-dimensional detailed finite element model. Positive moment reinforcement in the form of hairpin bars as recommended by the National Cooperative Highway Research Program Report No 519 is incorporated in the model. The cold construction joint that develops at the interface between girder ends and continuity diaphragms is also simulated via contact elements. The model is then subjected to the positive moment and corresponding shear forces that would develop over the service life of the bridge. The stress distribution in the continuity diaphragm and the axial force distribution in the hairpin bars are presented. It was found that due to the asymmetric configuration of the hairpin bars, asymmetric stress distribution develops at the continuity diaphragm, which can be exacerbated by other asymmetric factors such as skewed bridge configurations. It was also observed that when the joint is subjected to a positive moment, the tensile force is transferred from the girder end to the continuity diaphragm only through the hairpin bars due to the lack of contact between the both members at the construction joint. As a result, the stress distribution at girder ends was found to be concentrated around the hairpin bars influence area, rather than be resisted by the entire girder composite section. Finally, the results are used to develop an approach for estimating the cracking moment capacity at girder ends based on a proposed effective moment of inertia.