• Journal of the Ergonomics Society of Korea
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• v.31 no.1
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• pp.77-83
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• 2012

Objective: The aim of this paper is to introduce a method that can measure and analyze the judgment gaps between service providers and customers. Background: It is important to understand the good service that service providers and customers are thinking. If there is judgment gap between service providers and customers, it would cause an unsatisfactory service. The judgment gap should be thoroughly investigated for a good service design. Method: Lens model is a human decision making model that was proposed by Brunswick(1952). This study indicates whether the Lens model can be applied to analyze judgment gaps between service providers and customers. As a case study, a library lending service was selected. 5 librarians and 15 customers participated in the experiment that investigates their judgments on a good service. The obtained data were analyzed by a modified lens model. Results: Cue weighting policies of consumers and service providers were similar, except that consumers gave higher weight on tangibility than service providers. Service providers and consumers had a good knowledge on the service quality, but they could not well apply the knowledge to judge it. Conclusion: The lens model may be used to analyze judgment gaps between service providers and consumers in the other service areas. The decision cues that were used in this study can be changed, depending on the characteristics of the target service. Application: The method that is proposed in this study may help to investigate and analyze both consumers' and service providers' judgments on a variety of services.

• Journal of Korean Society of Transportation
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• v.22 no.5
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• pp.35-45
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• 2004

This paper analyzes the differences in the service quality priorities of air cargo service providers and customers. After having identified what constitutes the decisive factors with regards to air cargo service quslity, research was carried out to evaluate the differences in the service quality priorities of air cargo service providers and customers. Moreover, this paper analyzes these differences by separating air cargo service providers into Korean and international air cargo service providers. In order to attain the objectives of this research, the air cargo service sectors were divided into three general categories: supply capability(H/W), service accountability, and competitiveness of service fees and management capability(S/W). The researchers then placed 6 different criteria into each service category, for a total of 18. The evaluation of the service quality priorities of air cargo service providers and customers revealed very little difference between these two groups. With regards to the service criteria found in each service category, our research found marked differences between the service quality priorities of providers and customers in only three of the 18 criteria. However, we found marked differences in service quality priorities in 7 of the 18 criteria when the air cargo service providers were divided into Korean and international air cargo providers. While domestic air cargo service providers evaluated management's capability to handle cargo accidents and incidents as the most important priority, international air cargo service providers placed the highest priority on the cargo rate system. The results of this research imply that in order to properly evaluate the differences between the service quality priorities of air cargo service providers and customers, the air cargo service providers itself should be separated between the Korean air cargo service providers and the foreign providers because of their respective inherent perception on service quality.

• Health Policy and Management
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• v.26 no.2
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• pp.115-124
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• 2016

Background: This study aims at making a survey on health care service providers' cultural competence and making an appraisal of Chinese medical tourists on service quality, health care service providers' cultural competence, perceived value, and satisfaction. Methods: The data was collected from August until November, 2014 and 150 health care service providers and 65 Chinese medical tourists from 12 medical institutions in Daegu were enrolled in analysis. Results: The results showed that health care service provider's knowledge on Chinese culture was very low with 33.5% of correct answer. Health care service providers were found to get 3.82 point on a 5 point-scale in cultural perception, 3.53 points in cultural sensitivity, and 2.85 points in cultural skills. Chinese medical tourists were analyzed to give 4.08 points on a 5-point scale to satisfaction on health care service, followed by 4.01 points to health care service quality, 4.00 points to perceived value of health care service, and last 3.85 points to a health care service providers' cultural skills. However, there was a difference in points in cultural skills between health care service providers and Chinese medical tourists. Chinese medical tourists' satisfaction with health care service in Daegu was found to be comparatively high, but in relation to satisfaction with communication, it was found to be relatively low. Conclusion: Through this research, health care service providers' knowledge level of Chinese culture and cultural skills were low while they seemed to take a half-hearted attitude towards educational experience for building up cultural competence and foreign patient service response.

• Korean Management Science Review
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• v.31 no.3
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• pp.41-59
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• 2014

The marketing literature suggests that personal relationships between customers and service providers influence consumers' evaluation of goods and services. In this paper, we investigate the effects of service providers' conversation types (non-physical communication) on customers' evaluation and satisfaction in conversation with service providers. The empirical results show that the non-physical communication affect consumers' satisfaction in communication with service providers. This implies that the non-physical communication could be considered as a strategic tool when corporations need to differentiate their services from competitors to gain an advantage in competition.

• Journal of Korea Trade
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• v.26 no.5
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• pp.76-87
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• 2022

Purpose - Small independent brands from local companies often use underdog positioning to compete with established global brands. However, whether the effectiveness of underdog positioning of local businesses in the service sector remains insufficient. The purpose of this paper is to investigate the underdog effect on the preference of Korean consumers for individual service providers positioned as underdogs. Design/methodology - The author examines the research question of this study using a one-way ANOVA in three different positioning (underdog vs. top dog vs. control) between-subjects design, with a group of Korean participants. Findings - The experimental study shows that support for independent local (vs. global) service providers positioned as underdogs is straightforward. Using the lens of consumer identification with underdog biographies, this study found that consumers prefer small local service providers with passion and determination regardless of their disadvantages. Originality/value - To the best of the author's knowledge, this is the first study to examine the effectiveness of underdog positioning in the context of individual service providers. As it competes with global service companies for domestic consumer preference in Korea, the findings have great implications for ensuring the sustainability of small local service providers.

• International Journal of Advanced Culture Technology
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• v.9 no.3
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• pp.315-320
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• 2021

Currently, cloud computing is being used as a technology that greatly changes the IT field. For many businesses, many cloud services are available in the form of custom, reliable, and cost-effective web applications. Most cloud service providers provide functions such as IoT, machine learning, AI services, blockchain, AR & VR, mobile services, and containers in addition to basic cloud services that support the scalability of processors, memory, and storage. In this paper, we will look at the most used cloud service providers and compare the services provided by the cloud service providers.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.11 no.4
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• pp.1820-1840
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• 2017

Aiming at the phenomenon of false information issued by service providers in cloud computing environment, a method for service evaluation based on fuzzy theory is put forward in this paper. According to the quality of services provided by cloud service providers and their behavior during interactions, a trust relationship between cloud service providers and cloud service consumers is established, which can be quantified by using fuzzy theory. The quality of services is evaluated by drawing on the trust relationship. In our method, the recommendation credibility of a cloud service consumer is determined through behavior similarity with evaluators and a praise factor. The introduction of the praise factor better suits the phenomenon of a high-quality service getting more repeat customers. The negative impact of dishonest customers is reduced, and the accuracy of trust and cloud service quality evaluation is improved by introducing a confidence factor that can be dynamically adjusted. The experimental results show that our method can effectively and accurately evaluate the trust value and service quality of providers, while weakening the influence of dishonest consumers, and quickly detect dishonest service providers. This is beneficial for consumers trying to find high quality service providers for similar services.

• Journal of Korean Academy of Nursing Administration
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• v.10 no.4
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• pp.473-484
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• 2004

Purpose: This study was performed to investigate the perception gap about the factor of nursing service quality and the hospital revisiting intend between consumers and providers. Method: The questionnaire was developed and distributed to 300 patients and 210 nurses at the three general hospitals in three provincial city, Korea. For data analysis, SPSS/PC program was used. Result: the 20 attributes of nursing service are perceived as satisfaction factors by consumers and the 14 attributes are by providers. No attributes is perceived as hygiene factor by consumers and providers. The gender of consumers' demographic characteristics has a significant difference and don't have affection for hospital revisiting intent, and the position and education level of providers' demographic characteristics have a significant difference and explain 4.5% of hospital revisiting intent. The 12 attributes of nursing service by consumers and 3 attributes by providers correlate to hospital revisiting intent, and the only 'nurse's sincerely attitude' attribute in consumers and the only 'credible nursing service' attribute in providers explain of hospital revisiting intent. Conclusion: there are definitely perception gap between consumers and providers. So nursing organization have to recognize and try to overcome these perception gaps.

• Journal of Information Technology Applications and Management
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• v.12 no.3
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• pp.81-96
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• 2005

ASP (Application service provider) as a new type of information systems service has been popular recently and has taken a much attention of information systems professionals and researchers. One stream of the research on ASP performed by IS community dealt with utilization and benefits of ASP systems use. The other researchers argue the importance of ASP vendors' capability to provide users with appropriate services. Kern, Lacity and Willcock (2002) summarized the components of core competency of service providers based on their extensive case studies on application service providers. Also, Levina and Ross (2003) developed a value delivery process of application service Providers in their case study This study is developing Prepositions and an empirical model based on the theory of core competency from strategic management study. The dimension of core competency is composed of management competency, technical service competency and customer service competency. Each dimension is made up of competency items derived from previous studies and adapted by professionals in ASP industry. The validity of the dimensions and items in each dimension has been checked with factor analytic method for empirical test. The core competency dimensions are correlated with performance factors of application service providers including growth of revenue, asset and customer base.

• Journal of Korean Academy of Nursing Administration
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• v.11 no.4
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• pp.425-437
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• 2005

Purpose: The purposes of this study were to compare the nursing service quality, gap, overall nursing service satisfaction, overall medical service satisfaction and intent to revisit the hospital perceived by consumers and providers. Methods: Data were collected with self-administered questionnaire and analyzed using frequency, %, mean, standard deviation, t-test, Pearson correlation coefficient, and multiple regression analysis. Result: Nursing service gap perceived by consumers was smaller than that of providers. Consumer's overall satisfaction with nursing and medical service was higher than that of nurses. In consumers, nursing service satisfaction alone accounted for 62.9% of the variance in their intent to revisit the hospital, while explained 3% of the variance in providers. Conclusion: There are definitely perception gap between consumers and providers. Therefore nursing and hospital managers must recognize it, and carry out the internal marketing strategies for nurses.