• 한국정보과학회논문지:소프트웨어및응용
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• 제35권11호
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• pp.653-660
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• 2008

최근에 제시된 서비스 기반 컴퓨팅 패러다임에서의 서비스 기반 소프트웨어 개발을 지원하기 위한 체계적인 프로세스 모델에 대한 요구가 대두되고 있다. 기존에 제시된 Unified Software Development Process, UML Components 등의 방법론은 컴포넌트에 초점을 두고 만들어진 방법으로, 서비스의 정의, 바인딩, BPEL(Business Process Execution Language)을 이용한 서비스의 조합등과 같은 서비스 기반의 개발이 가지고 있는 특징을 반영하지 못하고 있다. 또한 서비스 기반의 개발 방법론으로 제시된 SOUP(Service Oriented Unified Process), SOMA(Service Oriented Modeling and Architecture) 등은 개념적인 절차가 위주로 되어 있지, 구체적인 가이드라인, 산출물 및 접근 방법을 명확히 제시하지 않는다. 그러므로 본 논문에서는 서비스 기반의 개발 패러다임을 지원하기 위한 체계화되고, 간소화된 프로세스 모델을 제시한다. 또한 OMG에서 제시한 SPEM(Software Process Engineering MetaModel)을 적용하여 프로세스 모델을 명시적으로 표현한다. 본 논문에서 제안된 프로세스 모델을 실제 서비스 기반의 개발에 적용함으로써 서비스 기반 소프트웨어 개발의 체계성 및 효율성을 증대시킬 수 있게 된다.

• 품질경영학회지
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• 제46권3호
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• pp.659-676
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• 2018

Purpose: Although emotional intelligence(EI) is seemingly related to the service-oriented citizenship behaviors(OCB) of contact employees who are directly interacting with customers, there are only a few studies examining the relationship between the two. This study attempts to provide empirical evidence for a link between EI and service-oriented OCB. In addition, when EI affects service-oriented OCB, this present study identifies which emotional labor strategy between surface acting and deep acting is to be chosen. Methods: The data of EI, service-oriented OCB, surface acting, and deep acting were collected from 142 sales employees who provided services in four large domestic department stores. Hierarchical regression analyses were performed to verify empirically the main effects between EI and service-oriented OCB and mediating effects of emotional labor strategy. Results: The results show that EI is significantly related to service-oriented OCB in the current sample. Results also indicate that the deep acting rather than surface acting reveals a mediating effect in the process of EI affecting service-oriented OCB. Conclusion: The results of this study shows that EI which has a conceptual basis for OCB, can be extended to service-oriented OCB, The results also contribute to expanding the understanding of the relationship between EI and service-oriented OCB by testing the effect of EI on service-oriented OCB through deep acting. Theoretical and practical implications are reviewed, and limitations of the study and suggestions for future research are addressed.

• 한국조리학회지
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• 제22권6호
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• pp.33-51
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• 2016

The hotel industry needs to make the competitive advantage difficult to be imitated in order to remain sustainable in competitive business circumstances. Front-line employees' service-oriented citizenship behaviors(OCBs) can be such a strength from the perspective of organizational system. With an aim of investigating the antecedents of the hotel front-line employees' service-oriented OCBs, this study proposed a theoretical framework linking authentic leadership to service-oriented OCBs with goal commitment as a mediator. A total of 260 cases without missing values have been used for the final analysis and structural equation modeling (SEM) is employed using the SPSS and AMOS 7. It was first found that self-awareness and relational transparency of authentic leadership made a significant impact on their goal commitment while balanced processing and moral perspective failed to influence them. Second. goal commitment influenced all sub-factors of service-oriented OCBs. Third, moral perspective and relational transparency of authentic leadership significantly influenced service-oriented OCBs while self-awareness and relational transparency failed to make it. Finally, goal commitment significantly makes an intervening effect for the relationship between self-awareness & service-oriented OCBs and relational transparency & service-oriented OCBs but failed to intervene the other relationships. The results provide theoretical and practical implications regarding directions of leadership styles and HR management in the hotel industry and suggestions for the further extended studies.

• The Journal of Asian Finance, Economics and Business
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• 제8권11호
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• pp.67-77
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• 2021

The aim of this study is to investigate the role of employee engagement as a mediator between the High-Performance Work System and the Service-Oriented Organizational Citizenship Behavior (Service-Oriented OCB). Furthermore, work-life balance as a moderator, the impact Service-Oriented OCB on customer satisfaction will be investigated. This study employs a quantitative methodology for which questionnaires were distributed to sixty restaurants in Karachi, and a sample of 418 responses was collected for structural equation modeling analysis. Smart PLS software was used to analyze the structure model. The results show that HPWS has a positive impact on Service-Oriented OCB. It is assumed that the role of work engagement as a mediator between HPWS and Service-Oriented OCB is significant. This study found that Service-Oriented OCB has a positive impact on customer satisfaction. Work-life balance was also found to have a moderating influence. The findings confirmed the black box mechanism and the HPWS procedures in restaurants. This study suggests implementing effective HPWS practices to influence employees' work engagement, which leads to Service-Oriented OCB and employees being able to optimize their performance to influence customer satisfaction. The study contributes to the existing body of knowledge in human resource management.

• 대한영양사협회학술지
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• 제21권1호
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• pp.72-82
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• 2015

The purpose of this study was to provide preliminary data for competitive dominance in an institutional foodservice environment. Data were collected from 85 experts and practitioners on customer-oriented service contact elements and contact fields in the foodservice industry. PASW Statistics ver.18 and MS Excel were used for data analysis. From the pilot study, 67 service contact-elements were derived. Contribution rate analysis and frequency analysis in each contact field were performed in order to categorize four factors, including environment-oriented contact, product-oriented contact, service-oriented contact, and image-oriented contact fields. Thirty three contact elements were derived, and environment-oriented contact consisted of eight contact-elements (cleanliness of restaurant/kitchen, etc.), product-oriented contact consisted of twelve contact-elements (food taste, etc.), service-oriented contact consisted of seven contact-elements (service quality, etc.), and image-oriented contact consisted of six contact-elements (image/reputation, etc.). The results of study will be useful to develop an effective marketing program for competitive dominance in an competitive foodservice industry environment.

• 한국항공운항학회지
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• 제25권4호
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• pp.76-82
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• 2017

I studied existing research and thesis which are relating emotional labor, job-related stress, and service level to set up the structural model and potential factors that form this structural model. The result showed that emotional labor is affecting job-related stress, service delivery level and customer-oriented activities. And service delivery level is affecting customer-oriented activities under 95% confidence levels. Also from the analysis of group survey by working group, check-in agent's emotional labor is affecting on job-related stress, service delivery level and customer-oriented activities. And service level is affecting on customer-oriented activities. By the result of how emotional labor and customer-oriented activities are related, I strongly believe it contributed the study of emotional labor theory.

• 한국프랜차이즈경영연구
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• 제11권1호
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• pp.7-17
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• 2020

Purpose - As the competition in the foodservice franchise industry and the market becomes fierce and the entry barrier is lowered, the foodservice franchisor and franchisees strive to increase their competitive advantage in the market. Therefore, the franchisor and franchisees use experience management strategies to enhance the positive experiences of customers visiting the stores. In this regard, this study examines the effects of customer-oriented activities (physical-, social-, health-, and service-oriented activities) on utilitarian and hedonic values, and loyalty using stimulus-organism-response (S-O-R) model and value-expectancy theory. Research design, data, methodology - The data were collected from panels of online survey company, who visited a foodservice franchisee within last month. The survey was conducted for about 15 days from March 7, 2019 to March 21, 2019, and about 3,500 e-mails and messages were distributed to ask for the survey. A total 412 responded and completed the questionnaires. Of the 412 completed questionaires, 12 were discarded due to missing and misinformation data and 400 were retained for further data analysis. Results --The results showed that social oriented activities, health oriented activities, and service oriented activities had positive effects on hedonic value, while physical oriented activities did not have a significant effect on hedonic value. Health oriented activities and service oriented activities had positive effects on utilitarian value, while physical oriented activities and social oriented activities had no significant effects on utilitarian value. Hedonic and utilitarian values also have a positive effect on loyalty. Conclusions - First, food service franchises should provide services and menus in consideration of the health of customers. When a customer visits the store, franchisee should provide more health-oriented food or materials and clean and comfortable conditions so as not to threaten the health of the customer. Second, the food service franchise must build a service-oriented system. Foodservice franchisor need to provide continuous service training not only to the franchisees, but also to the employees of the franchisees. Third, franchise should design a store where customers can form social exchanges through providing various information exchange to customers and making the store as a local community center.

• 한국IT서비스학회지
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• 제10권4호
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• pp.219-227
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• 2011

Service Oriented Architecture (SOA) is rapidly emerging as the efficient approach in contemporary complex, heterogeneous computing environments. SOA increases the adaptability by loose coupling and its main feature is that three elements such as service provider, service requester and service registry are connected with each other systematically. To design the service-oriented system efficiently, a metric to measure the coupling between services accurately is needed. In this paper, we propose four coupling metrics for SOA based softwares. First, we suggest a coupling metric for service-oriented systems by modifying an established coupling metric of object-oriented systems. Then we suggest another coupling metric which includes indirect coupling between services. We also suggest two relative coupling metrics to measure coupling between subsystems. We investigate the theoretical soundness of the proposed metrics by the axioms of Briand et al. Finally, we apply the presented metrics to an industrial-scale case study.

• 한국정보기술응용학회:학술대회논문집
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• 한국정보기술응용학회 2005년도 6th 2005 International Conference on Computers, Communications and System
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• pp.1-6
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• 2005

The purpose of this paper is to propose a novel modeling approach called Services Ecosystem that applies the concept of ecosystems in ecology to Service-Oriented Software Development and Integration. For this purpose, an ecological system for software systems is proposed for the emerging Service-Oriented Computing paradigm, describing how participants interact with each other within their environments. Three emerging concepts, Service-Oriented Programming, Software Factories, and Service Grid, are employed to explain biotic and abiotic environments. Based upon the Services Ecosystem model, we demonstrate Services Ecosystem Model transformations by using a case example. The Services Ecosystem model is a novel approach for envisioning the Service-Oriented Computing paradigm in terms of an ecosystem in which the roles/perspectives of each participant and their relationships/interactions to environments are clearly described with a holistic view.

• Journal of Information Processing Systems
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• 제10권3호
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• pp.365-383
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• 2014

Service-oriented computing offers efficient solutions for executing complex applications in an acceptable amount of time. These solutions provide important computing and storage resources, but they are too difficult for individual users to handle. In fact, Service-oriented architectures are usually sophisticated in terms of design, specifications, and deployment. On the other hand, workflow management systems provide frameworks that help users to manage cooperative and interdependent processes in a convivial manner. In this paper, we propose a workflow-based approach to fully take advantage of new service-oriented architectures that take the users' skills and the internal complexity of their applications into account. To get to this point, we defined a novel framework named JASMIN, which is responsible for managing service-oriented workflows on distributed systems. JASMIN has two main components: unified modeling language (UML) to specify workflow models and business process execution language (BPEL) to generate and compose Web services. In order to cover both workflow and service concepts, we describe in this paper a refinement of UML activity diagrams and present a set of rules for mapping UML activity diagrams into BPEL specifications.