• Title, Summary, Keyword: Service

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A study on the mobile Internet portal service types (무선인터넷 포털서비스의 유형과 유망 컨텐츠 분석 이동전화를 통한 무선인터넷을 중심으로)

  • 김주성;김태성;고석하
    • Journal of Information Technology Applications and Management
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    • v.9 no.4
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    • pp.151-164
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    • 2002
  • This paper predicts how mobile Internet portal services will go ahead and what contents will be needed at the portal site. Mobile Internet interface needs to be concise and compressed because of the size of terminals Thus mobile internal service wants integrated portal service We study the service strategy for mobile internet portal Service according to the product life cycle Many Korean people who have used 'wired and fixed' Internet services and mobile phones want the mobile Internet portal to provide many attractive functions and high quality of service Thus we consider the current Korean mobile Internet service as the maturity phase of its life cycle The maturity phase needs the strategy of diversifying and focusing on, thus we recommend the hub portal model for Korean mobile Internet service, In this paper, we survey contents of mobile Internet portal service as a case study. With the result of the analysis, we present the promising contents as follows: video conference service, financial service, stock trading service, traffic information service, location map service, emergency rescue service, and so on.

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Analyzing the Service Blueprint for Aircraft Cabin Service (항공사 기내서비스의 서비스청사진 분석에 관한 연구)

  • Lee, Ji-Min;Kim, Youn-Sung;Lee, Dong-Won
    • Journal of the Korean Society for Quality Management
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    • v.38 no.4
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    • pp.593-600
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    • 2010
  • This study aims to explore the service activities in the aircraft cabin service, develop the service process structure, and design a more efficient service delivery system in Korean airline industry. We prepare the architectural drawings of the basic components in providing the cabin service using the service blueprint technique and service process perspective. Through the case study largely based on our own research and long-time work experiences in the airline industry, we propose service failure points as well as customer waiting points. This study will be helpful for managers at all levels to use the service blueprint strategically or at a shop-floor level and improve their cabin service quality.

A Hybrid Service Orchestration Framework based on BPEL4WS

  • Kim, Sung-Min
    • Journal of information and communication convergence engineering
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    • v.7 no.3
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    • pp.253-257
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    • 2009
  • As the value of B2B integration gets more importance and the business process becomes more complex, BPEL4WS standard has been focused for the solution of the problems which is based on web service technology. Many vendors implement the standard in their systems to integrate B2B and web service based inner-Enterprise Application(EA)s. But there is no way to use the standard to integrate non-web service based EAs, because the standard is designed only for Service Oriented Architecture (SOA) over web services. This paper proposes Hybrid Service Orchestration Framework to participate web services and also non-web service based EAs in the business process as a partner using BPEL4WS standard. The framework introduces Hybrid Service Architecture to represent non-web service based EAs as a service, so BPEL4WS could be used to integrate web services and non-web service based EAs. And the framework also introduces Hybrid Service Toolkit to support software level facilities. The paper also introduces Hybrid Orchestration System that is based on Hybrid Service Orchestration Framework.

A Study of Developing the Evaluation Tools of International Airport′s Service Quality in Korea (국제공항 서비스품질 측정도구 개발에 관한 연구(인천 및 김포국제공항을 대상으로))

  • 장대성
    • Journal of the Korean Society for Quality Management
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    • v.32 no.2
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    • pp.59-76
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    • 2004
  • It has been regarded as important in both academic and practical issues how to evaluate service quality. In addition international traveling will be growing due to increasing income and globalization. Thus, it is very important to measure the international airport's service quality properly. This study was conducted to identify the service quality factors which are utilized to measure international airport's service quality. According to the statistical analyses' results of this study, seven service quality factors and thirty two measurement items were found to evaluate international airport's service quality. They are some different from those which PZB(1988b) identified to measure service quality. This result implies that it is necessary to find the service quality factors reflecting the unique characters of the service organization when measuring service quality of a service organization.

Leveraging Accumulated Customer Knowledge in Electronic Knowledge Repositories for Superior Customer Service

  • Choi, Sujeong;Ryu, Il
    • Asia pacific journal of information systems
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    • v.25 no.3
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    • pp.519-539
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    • 2015
  • Customers are now demanding ever better service from customer service representatives (CSRs) to create superior customer service. Accordingly, CSRs are required to have more specialized knowledge and abilities of customer service. This study examines the roles of accumulated customer knowledge in electronic knowledge repositories (EKRs), which a firm has developed for customer service over time to enhance CSRs' work capabilities and work performance, in the context of call centers. To test the proposed research model and hypotheses, we conducted LISREL analysis using 261 responses collected on CSRs working for inbound call centers. The key results are as follows. First, accumulated customer knowledge in EKRs enhances CSRs' knowledge utilization and service expertise during the customer contact. Second, CSRs' knowledge utilization reinforces service expertise. Finally, service quality depends on CSRs' knowledge utilization and service expertise, but it is not directly related to accumulated customer knowledge. Overall, the findings suggest that accumulated customer knowledge in EKRs enhances CSRs' knowledge utilization and service expertise, and thereby leading to superior service quality.

The Effects of Service Experience on Service Loyalty in Resort Service Setting: Causal Role of Corporate Image, Service Trust and Affective Commitment (리조트 서비스경험이 서비스충성도에 미치는 영향: 기업이미지, 서비스신뢰 및 감정적 몰입의 인과적 역할)

  • Choi, Chul-Jae
    • The Journal of the Korea Contents Association
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    • v.17 no.3
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    • pp.382-399
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    • 2017
  • The purpose of this study is to identify the structural relationship between service experience, corporate image, service trust, affective commitment and service loyalty in leisure service environment, and explain the causal role of corporate image, service trust and affective commitment. To this end, hypothesis was verified by structural equation model analysis using SPSS 23.0 and AMOS 20.0 statistical package. The result of the study as follows: First, service experience influenced corporate image and service trust but not affective commitment. Second, corporate image influenced service trust and service loyalty but not affective commitment. Third, service trust influenced affective commitment and service loyalty, Finally, affective commitment affected service loyalty. Therefore, service providers should raise corporate image and build the service loyalty by following the user to experience excellent service in a cognitive and affective aspects. Also, by motivating the customer to have affective commitment to the service trust, You need to plan and implement a marketing strategy that can increase loyalty.

A Study of Establishing Converged Service R&D Infrastructure (융합형 서비스R&D 인프라 구축방안 연구)

  • Oh, Taek Su;Kim, Suk Pil;Kim, Seong Dong
    • Journal of Information Technology Services
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    • v.13 no.4
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    • pp.341-357
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    • 2014
  • Service R&D that adds high value to existing products and service by scientification, IT convergence, intellectualization is a core business of creative economy. It is necessary to examine the service R&D revitalization plan by establishing service R&D hub researching the service R&D because a shortage of facility and infrastructure makes impossible to turn ideas into products (service). This research aims at establishing the implementation plan of service R&D hub that invigorates local service industries and contributes to carry out the plan. Service R&D hub is a focal point of service R&D activities which inter-connects service R&D activities distributed across ministries of central government and fields of studies, and which invigorates service R&D activities and enhances competitive power of service industries in Korea. It is necessary to establish main hub like Service Engineering Research Center in Japan and Fraunhofer IAO in Germany which take the lead in national service R&D activities, and make it build the solid foundation of service R&D activities in public sector and also create service innovation ecosystem. Considering the interdisciplinary characters of service R&D, it is essential to establish additional sub-hubs to meet a variety of demands of service R&D. It is also necessary to establish 'Living Lab', an open innovation system, which connects research institutions, universities, and corporates to make them target the specific fields of their own, and enhance open R&D and innovation in service industries.

Determinants of the Community Health Service Utilization (지역 보건서비스의 산출에 영향을 미치는 요인)

  • 송근원;강대창
    • Health Policy and Management
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    • v.13 no.1
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    • pp.69-97
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    • 2003
  • This study focuses on the determinants of the community health service utilization. Theories suggest seven models for community health service utilization, which are divided largely into two groups such as Health Service Supply Model and Health Service Demand Model: Supply Model includes Medical Implements Model, Personnel and Budget Model, Management System Model, Staffs' Behavior Model, Service Quality Model; Demand Model includes Area Model and Clients' Characteristics Model. This paper tests how the above models influence on the community health service utilization. After interviewing some administrative staffs of the Community Health Service Center at Pusan, questionnaires were made and mailed to the staffs of 198 Korean Community Health Service Center as a universe, among which from 98 centers we got response. Analyzing the data from the questionnaires, we found "the number of personnels in the health service center" and "demands for medical service" as important variables to affect the utilization of the community health service center. These two variables are typical factors representing Supply Model and Demand Model each. However, the variables selected from Management System Model, Administrative Behavior Model, Service Quality Model and Area model are not significant in a statistical sense. The paper suggests that to recruit the personnels, especially nurses, and to make out the demands of the clients for health service be the precedent conditions to increase the utilization of the Community Health Service Centers in Korea.ce Centers in Korea.

Perceived consumers satisfaction with nursing and medical service and hospital revisiting intent (소비자가 지각하는 간호 및 의료서비스에 대한 만족과 병원 재이용 의도 분석)

  • Lee, Mi-Aie;Kim, In-Hong;Baek, Seol-Hyong
    • Journal of Korean Academy of Nursing Administration
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    • v.9 no.3
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    • pp.403-414
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    • 2003
  • Purpose: This study is performed to measure the level of nursing and medical service satisfaction according to consumer's demographic and hospital using behavior characteristics, and investigate the relationship among the nursing service satisfaction and the medical service satisfaction and the hospital revisiting intent. Method: The questionnaire is distributed to 300 patients at the six general hospitals in provincial city, Korea. For data analysis, SPSS/PC program is used. Result: The characteristics of consumer's demographics and hospitals using behavior that make difference in nursing and medical service satisfaction are education, the average number of the visiting(by month) and hospitals. Nursing service satisfaction correlated with medical service satisfaction(r=.677) and hospital revisiting intent(r=.570), and medical service satisfaction correlated with hospital revisiting intent(r=.680). Nursing service satisfaction explained medical service satisfaction(45.9%) and hospital revisiting intent(32.5%), and medical service satisfaction explained hospital revisiting intent(54%). Conclusion: It is concluded that education, the average number of the visiting(by month) and hospitals make difference in nursing and medical service satisfaction, and there are very close relationship among nursing service satisfaction and medical service satisfaction and hospital revisiting intent. Nursing service is a very important factor to improve medical service satisfaction and hospital revisiting intent.

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The Effect of Waiting Environment of Airline Service and Airport Service on Perceived Waiting Time and Service Satisfaction (항공서비스와 공항서비스의 대기환경이 지각된 대기시간과 서비스만족도에 미치는 영향에 관한 연구)

  • Lee, Ji Young;Choi, Seong Woo
    • Journal of the Korean Society for Quality Management
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    • v.47 no.3
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    • pp.583-595
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    • 2019
  • Purpose: This study aimed to prove that the effect of waiting environment on perceived waiting time and service satisfaction of airline service and airport service procedure. Methods: Survey was conducted by questionnaires that were distributed to international airlines passengers. Survey data were collected 276 copies from 300 copies then analyzed using factor analysis and multi-regression analysis. The measurements of airline service procedure were divided by airlines service and airport service. Airline service segregated as before boarding and after boarding then airport service can be separated before boarding and after deplane by service procedure. Results: According to result, hypotheses were partially accepted. Human environment and Physical environment of airport service before boarding and after deplane were accepted. However perceived waiting time had effect on service satisfaction both airline and airport services. Thus some of variables are correlated among waiting environment. Acceptability as moderating variable has differences on high acceptable group and low acceptable group. Though waiting and delay were caused by controllable or uncontrollable reasons, there are certain negative feeling on waiting and delay on physical environment of airline service. Especially controllable delay and waiting are more negative than uncontrollable reasons. Conclusion: Some suggestions that given from researcher should be implemented to the airline industry to reduce perceived waiting time specially airport service procedure academically and practically.