• Title, Summary, Keyword: Recovery

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A Study on Service-Recovery Framework Affecting Process in Airline Service (항공서비스 업무특성을 고려한 서비스회복 프로세스에 관한 연구)

  • Suh, Chang-Jeok;Kang, Mi-Ra
    • Journal of the Korean Society for Quality Management
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    • v.36 no.2
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    • pp.85-95
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    • 2008
  • This research addresses examining the service recovery process in Airline service. A service recovery framework is suggested and tested empirically. The framework includes several factors such as service recovery expectations, service recovery achievements, recovery performance, post-recovery satisfaction, and post-recovery behavioral intents. The relationships among these factors are hypothesized and proved empirically. Consequently the results suggest that recovery expectation impacts on recovery performance significantly. Also the higher the recovery performance, the higher post-recovery satisfaction, then it increases customers' purchase intent and words of mouth. Finally, this paper suggests the need for new service recovery strategies.

A Study on the Effect of Service Recovery(Compensation) and Recovery Fairness on Service Recovery Satisfaction in Medical Service Failure (의료 서비스 실패에서 서비스 회복(보상)과 회복 공정성이 서비스 회복만족도에 미치는 영향에 관한 연구)

  • Park, Chan-Kwon;Kwag, Eun-Jwoo
    • Korea Journal of Hospital Management
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    • v.16 no.1
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    • pp.50-76
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    • 2011
  • This study chiefly aims to examine the relations between customer's responsive behavior and service recovery satisfaction in medical service failure. Therefore, this paper deals with the effect of medical service failure severity perceived by customers on complaint behavior and service recovery expectation, the effect of complaint appealing behavior and service recovery expectation on perceived recovery and service recovery satisfaction, and the roles of service recovery(compensation) and recovery fairness as moderating variables. According to the result of this research, it was shown that service failure severity affects complaint behavior and service recovery expectation positively, and compliant behavior and service recovery expectation affects perceived recovery performance and service recovery satisfaction positively. Moreover, the moderating roles of service recovery(compensation) and recovery fairness indicated partially significant results and affected perceived recovery performance and service recovery satisfaction direct positively. The result of this study is expected to provide support when medical institutes establish service recovery strategies.

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The Influence of Service Recovery Justice on Intention to Recommend for Retailer

  • SHIN, Yongsun;KIM, Moonseop
    • Journal of Distribution Science
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    • v.18 no.2
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    • pp.91-98
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    • 2020
  • Purpose: This research aimed to suggest retailing companies some ways to enhance customer satisfaction with service recovery and recommendation intention towards these companies. For this purpose, current study examined the relationships among service recovery justice, service failure severity, customer trust, recovery satisfaction and intention to recommend and the moderating role of ego-resilience. Research design, data and methodology: Current study developed a structural equation model in which perceived service recovery justice is a predictor, service failure severity, customer trust, recovery satisfaction are mediators, intention to recommend is a dependent variable and the ego-resilience is a moderator between the perceived service recovery justice and the customer trust and the recovery satisfaction. Data were collected from customers who experienced service failures from retailers. A total of 400 questionnaires were collected and 365 samples were used for analysis after deleting data having missing value. SPSS 25.0 and AMOS 24.0 were used to test the validity, reliability, and structural equation modeling. Results: Empirical results showed that the perceived service recovery justice had a negative influence on the perceived service failure severity and a positive influence on the customer trust and the recovery satisfaction. These results indicate that when customers perceive the service recovery justice more highly, they perceive the service failure less severe but they perceive the retailer more trustworthy and are satisfied with service recovery. In addition, the customer trust and the recovery satisfaction had a positive influence on the intention to recommend. These results indicate that when customers perceive the retailer more trustworthy and are satisfied with service recovery, they are more intend to recommend the retailer. Moreover, the influence of the perceived service recovery justice on the customer trust and the recovery satisfaction was moderated by the ego-resilience. Conclusions: This study contributed to the service recovery literature by proving the relationship among service recovery justice, service failure severity, customer trust, recovery satisfaction and intention to recommend. Moreover, current research introduced the ego-resilience into service recovery research area and revealed the moderation role of the ego-resilience. Managerially, this research suggested retailing companies some ways to effectively recover from service failure.

The Effects of Service Failure and Recovery on Customer Satisfaction In the Airline Service Encounter (항공사의 서비스 실패 및 회복노력이 서비스 접점의 고객만족에 미치는 영향)

  • Kim Hyoung-Soon;Jin Li-Yin
    • Journal of the Korean Operations Research and Management Science Society
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    • v.29 no.4
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    • pp.95-116
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    • 2004
  • This study will attempt to build an integrated model of the customer satisfaction process with service encounter in a comprehensive point of view including the expectancy-disconfirmation theory, justice theory, and attribution theory. In addition, this study will attempt to examine the influence of service failure-related variables and service recovery-related variables on customer satisfaction in the airline firms' service failure and recovery situation. The results showed that the higher the controllability and severity of the failure, the more positive influence on expectancy of recovery and more negative influence on the recovery satisfaction increased. They also showed that the higher procedural recovery efforts and distributive/interactional recovery efforts, the more positive influence on perceived recovery performance and recovery satisfaction also increased. It was found that the recovery satisfaction with service encounter depended on the extent to which the customer's perception of recovery efforts confirmed the expectancy of recovery. Also it was found that perceived recovery performance has an effect on recovery satisfaction through the mediation of recovery disconfirmation indirectly as well as directly.

Recovery of People Living with Mental Illness: A Concept Analysis (정신질환의 회복[Recovery] 개념분석)

  • Yeu, Ki-Dong;Bernstein, Kun-Sook;Lee, Mi-Hyoung
    • Journal of Korean Academic Society of Home Health Care Nursing
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    • v.19 no.1
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    • pp.46-54
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    • 2012
  • Purpose: The purpose of this study is to analyze the concept of recovery in relation to those living with mental illness and provide a better understanding to the definition, perspectives, and paradigm of recovery in phenomenon, as a conceptual knowledge. Methods: A literature review was conducted to define the concept of recovery from a mental illness by using key words, "recovery", "mental health and illness", "concept analysis" and "recovery-oriented nursing", and searching the Cumulative Index to Nursing and Allied Health Literature, PubMed, Cochrane library and RISS4U database. Concept analysis of recovery was done, by using the Walker and Avant's framework of concept analysis. Results: Attributes of recovery for those living with mental illness included regain, life reconstruction, hope, adjustment, and health. Antecedents of recovery from mental illness included instilling hope, recovery vision, belief, peer support, recovery-oriented services, empowerment, personal accountability, education, human rights and culture. The consequences, as meanings of recovery included self-esteem, hopeful life, positive adjustment, and healthy life. Conclusion: Concept of recovery is important for a nurse to understand when caring for a person living with mental illness. This concept of recovery from mental illness may apply to future studies to develop a recovery-oriented nursing intervention.

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A Study on the Crease Recovery of Plain Woven Fabrics (평직물의 구김에 관한 연구)

  • 안명자
    • Journal of the Korean Home Economics Association
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    • v.25 no.1
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    • pp.11-18
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    • 1987
  • The purpose of this study was to investigate the crease recovery and the elastic recovery as a function of the direction of plain woven fabrics. The crease recovery was measured by Mosanto's Method and the elastic recovery was investigated by Autograph for ten kinds of plain woven fabric samples. The results were as follows; 1. Values of crease recovery were in the order of bias>weft>warp. 2. The lengthening of recovery time had a little effect on crease recovery. 3. The directions of crease recovery were affected by that of thread twist. 4. The linearity was shown between total crease recovery and warp-weft crease recovery. 5. The linearity was found between crease recovery and elastic recovery in the fabrics.

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Impact of Enhanced Recovery Program on Colorectal Cancer Surgery

  • Lohsiriwat, Varut
    • Asian Pacific Journal of Cancer Prevention
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    • v.15 no.8
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    • pp.3825-3828
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    • 2014
  • Surgical outcomes of colorectal cancer treatment depend not only on good surgery and tumor biology but also on an optimal perioperative care. The enhanced recovery program (ERP) - a multidisciplinary and multimodal approach, or so called 'fast-track surgery' - has been designed to minimize perioperative and intraoperative stress responses, and to support the recovery of organ function aiming to help patients getting better sooner after surgery. Compared with conventional postoperative care, the enhanced recovery program results in quicker patient recovery, shorter length of hospital stay, faster recovery of gastrointestinal function, and a lower incidence of postoperative complications. Although not firmly established as yet, the enhanced recovery program after surgery could be of oncological benefit in colorectal cancer patients because it can enhance recovery, maintain integrity of the postoperative immune system, increase feasibility of postoperative chemotherapy, and shorten the time interval from surgery to chemotherapy. This commentary summarizes short-term outcomes and potential long-term benefits of enhanced recovery programs in the treatment of colorectal cancer.

Improvement in Operation Efficiency for Chip Mounter Using Web Server

  • Lim, Sun-Jong;Joon Lyou
    • International Journal of Precision Engineering and Manufacturing
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    • v.4 no.6
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    • pp.5-11
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    • 2003
  • The number of the enterprises which utilize network technology has been increasing for solving problems such as productivity improvement, market trend analysis, and material collection for making decision. Especially, the management of equipment and the recovery time reduction when machines break down are very important factors in productivity improvement of the enterprise. Currently, most of the remote trouble diagnosis of equipment using the internet have just one function of transmitting the trouble information to the user. Therefore it does not directly reflect the user's recovery experience or the developer's new recovery methods. If the user's experienced recovery methods or the developer's recovery methods as well as the basic recovery methods are reflected online or on the internet, it makes it possible to recover faster than before. In this paper, we develop a Remote Monitoring Server (RMS) for chip mounters, and make it possible to reduce the recovery time by reflecting the user's experience and developer's new methods in addition to presenting the basic recovery methods. For this, trouble recovery concept will be defined. Based on this, many functions(trouble diagnosis, the presentation of the basic recovery methods, user's and developer's recovery method, counting function of the trouble number of each code, and presentation of usage number of each recovery methods) were developed. By utilizing the reports of the actual results of chip mounter and the notice function of the parts change time, the rate of operation of the chip mounter can be improved.

Effect of Static Recovery and Dynamic Recovery on the Cardiopulmonary Variables, Lower Extremity Muscle Activity after Progressive Resistance Exercise to Maximal Point

  • Yoon, Jung-Gyu;Kim, Ga-Yeong;Kim, Min-A;Lee, Seung-Mi;Kwon, Seung-Min;Yoo, Kyung-Tae;Cho, Joon-Haeng;Choi, Jung-Hyun
    • Journal of International Academy of Physical Therapy Research
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    • v.2 no.1
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    • pp.237-243
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    • 2011
  • This study was to examine on the respiratory variables, heart rate and muscle activity between the static recovery and dynamic recovery after progressive resistance exercise to maximal point. Subjects were 15 students enrolled in N University. All were tested two times (static recovery and dynamic recovery) and were requested to perform a walking on a treadmill after progressive resistance exercise to maximal point. Electromyography(EMG) was used to monitor the muscle activity(TA: Tibialis Anterior, MG: Medial Gastrocnemius) during gait. CPEX-1 was used to measure the respiratory variables and heart rate. The dynamic recovery group was shown the significant lower heart rate than that of static recovery group at during gait. Respiratory rate showed statistically a significant difference. Electromyography(RMS, root mean square) showed a non-significant difference. But the dynamic recovery group of muscle activity was found highly in TA and MG. This study indicated that the dynamic recovery method evidenced more faster than the static recovery method. And this type of dynamic rest by walking can be a help of recovery after exercise.

Implementing a Dielectric Recovery Strength Measuring System for Molded Case Circuit Breakers

  • Cho, Young-Maan;Rhee, Jae-ho;Baek, Ji-Eun;Ko, Kwang-Cheol
    • Journal of Electrical Engineering and Technology
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    • v.13 no.4
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    • pp.1752-1758
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    • 2018
  • In a low-voltage distribution system, the molded case circuit breaker (MCCB) is a widely used device to protect loads by interrupting over-current; however the hot gas generated from the arc discharge in the interrupting process depletes the dielectric recovery strength between electrodes and leads to re-ignition after current-zero. Even though the circuit breaker is ordinarily tripped and successfully interrupts the over-current, the re-ignition causes the over-current to flow to the load again, which carries over the failure interruption. Therefore, it is necessary to understand the dielectric recovery process and the dielectric recovery voltage of the MCCB. To determine these characteristics, a measuring system comprised of the experimental circuit and source is implemented to apply controllable recovery voltage and over-current. By changing the controllable recovery voltage, in this work, re-ignition is driven repeatedly to obtain the dielectric recovery voltage V-t curve, which is used to analyze the dielectric recovery strength of the MCCB. A measuring system and an evaluation technique for the dielectric recovery strength of the MCCB are described. By using this system and method, the measurement to find out the dielectric recovery characteristics after current-zero for ready-made products is done and it is confirmed that which internal structure of the MCCB affects the dielectric recovery characteristics.