• Journal of Service Research and Studies
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• v.6 no.2
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• pp.215-232
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• 2016

As the development of service marketing, research on service failure has gained more and more attention. This research aims to explore factors influencing the service failure severity perception, focus on consumers' internal propensity, ZOT(zone of tolerance) about service and comparison with other consumers in service failure situation. According to study results, it revealed that past experience satisfaction has negative effect on the zone of tolerance about service failure. Company image also has negative effect on the ZOT about service failure. While service importance has negative effect on the ZOT about service failure, it has positive effect on the perceive service failure severity. The ZOT about service failure has negative effect on perceived serviced failure severity. In contrast, social comparison perception level has no effect on perceived service failure severity, and negative affectivity also has no effect on that. In Conclusion, five hypothesis are accepted among seven hypothesis. This study gives important point to researchers and service providers in the service industry. For researchers, the result will be helpful them to further develop service failure and recovery framework. For service providers, the results will suggest specific guidelines for recovering the service failure. They can place emphasis on the serious point, so they can get a effective performance from the recovery strategy.

• Journal of the Korean Society for Library and Information Science
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• v.38 no.3
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• pp.277-296
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• 2004

This paper is to analyze the impact of changes n academic library management environment on information services. For this purpose. based on literature reviews. various factors affecting information services due to changes in management environment such as human resources, information resources, facilities, budget and information technologies are investigated. Also, in order to substantiate this work, librarians in diverse university libraries were surveyed. According to our survey results, The conclusion is as follows. That is, the most to least affecting factors on information services in university libranes are human resources, information technologies and facilities, respectively.

• Proceedings of the Korean Institute of Navigation and Port Research Conference
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• 2014.10a
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• pp.69-71
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• 2014

최근 해운고객 업체의 높은 서비스 기대에 따른 다양하고 질 높은 서비스 개발이 필요하다. 해운사업의 4대영역인 운임시장, 신 조선시장, 중고선 매매시장 및 해체시장의 점진적 확대되고 있다. 본 논문에서는 해운선사가 제공하는 서비스와 관련된 문헌연구를 고찰하여 해운선사의 현황을 파악하고, 이들이 제공하는 서비스 질 향상을 위한 전략 수립 시 사용할 수 있는 평가요인을 도출하여 요인 간의 상대적 중요도를 제시하고자 한다.

• Journal of Internet Computing and Services
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• v.15 no.6
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• pp.133-144
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• 2014

As the Internet and smartphones prevail, this study investigated the purchasing factors of a new beauty marketing method, the social commerce, and verified the relationship of such purchasing factors to consumer satisfaction and repurchasing intentions. In order to verify the validity of purchasing factors, five sub-factors, such as service, price, interaction, convenience, and interest were classified, while consumer satisfaction and repurchasing intentions are grouped into one factor, using data about 20-39 years old. According to results of this study, purchasing factors in the beauty service markets through social commerce that had effects on the consumer satisfaction were price, service, convenience, and interest, but no relationship was found with interaction. We can predict that consumers buy not based on community activities among buyers or purchasing comments of others, but rather his/her own subjective thoughts and opinions about the services. As the result of repurchasing intention according to purchasing factors, affecting sub-factors were price, service, and convenience. Repurchasing intention is an positive response that reflects satisfactions. Since low price, satisfaction on the service, and convenience for busy modern people should be met, repurchasing intentions are not affected by interest, but rather systematic and professional service. Also, higher satisfaction on service raises repurchasing intention. In this study, it is clear that not only purchasing factors through social-commerce effect the satisfaction and the repurchasing intention, but also consumer satisfaction mediates partly purchasing factors and the repurchasing intention. And as sub-factors of purchasing factors, price, service, or convenience are more important to the consumer satisfaction than community or replies activities. Thus differentiated and professional customer service, the establishment and enhancement of trendy marketing should improve long term repurchasing intentions. This will lead to the increasing revenue of personal-shop and the developments of beauty markets, so strengthening product sourcing and promotion suitable for mobile shoppers are essential.

• Culinary science and hospitality research
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• v.19 no.1
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• pp.70-84
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• 2013

The study aimed at grasping the factors of sommelier service quality and analyzing how customers' emotional responses based on sommelier service quality had a big impact on the revisit intention for the customers who received sommelier service from food service industries located in Seoul. The findings are as follows. The effects of sommelier service quality on positive emotions were respectively significant in specialty factor(${\beta}$=.257, p<0.001), reliability factor(${\beta}$=.314, p<0.001), and responsiveness factor(${\beta}$=.387, p<0.001). And the effect on negative emotions was significant in specialty factor(${\beta}$=-.178, p<0.05). Meanwhile, the result of the effect on the revisit factor of sommelier service quality was significant in reliability factor(${\beta}$=.286, p<0.001). And the effects of customers' emotional response on revisit factor were significant in positive emotion factor(${\beta}$=.350, p<0.001) and negative emotion factor(${\beta}$=-.195, p<0.01) respectively. As the emotional responses based on sommelier service quality had a great impact on customers' revisit intention according to positive or negative emotions, it is necessary for food service industry operators to improve customer satisfaction with consolidating the factors to give customers positive emotions which eventually can lead them to revisit wine restaurants.

• 한국IT서비스학회:학술대회논문집
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• 2009.05a
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• pp.154-157
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• 2009

본 연구는 SCM의 전략적인 성공적인 운영을 위하여 선행연구를 통해 SCM의 성공요인을 도출하였다. 연구의 목적을 달성하기 위하여 국내 상장기업 중 공급망 관리를 추진하고 있는 기업을 대상으로 설문조사를 실시하였고, 수집된 데이터로 실증 분석을 하였다. 실증 분석 결과 SCM의 주요 성공요인은 "CEO의 리더십 SCM 의지", "SC간 정보공유", "상황변화에 신속공동 대응", "SCM 전담팀의 구성", "SC간 협업", "파트너 간 상호신뢰" 요인으로 함축 되었으며 SCM에 대한 주요 성공요인이 변화 관리적인 측면에서 지속적으로 추진되어야 함을 시사하고 있다.

• The Journal of the Korea Contents Association
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• v.5 no.5
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• pp.255-265
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• 2005

This paper investigates potential favor and intention for acceptance of digital home services through the situational inducement. The result shows that digital home services for the interactive TV, security management, family management and geographical image affect users' intention for acceptance. And it shows that favorable attitudes of the interactive TV services increase in the younger generation and internet users, favorable attitudes of the family management services increase in the thirties, and favorable attitudes of the medical management services increase in the ages of the fifties. In addition it shows that relationship between favor and intention for acceptance of digital home services affects affirmatively, which was illustrated in the coefficient value (0.661) of the R-square by the regression analysis.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2002.05a
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• pp.709-716
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• 2002

향후 무선 인터넷 시장은 모바일 인터넷과 무선랜을 중심으로 한 노매딕 서비스로 크게 양분될 것으로 보인다. 아직 무선랜 서비스가 본격적으로 전개되고 있지는 않으나 유선망 사업자들의 현황을 볼 때 향후 통신시장에서의 지배적 지위를 유지하기 위해서는 선택의 대안이 없으므로 무선랜 사업에 공격적으로 나서고 있다. 본 연구에서는 사업자들의 이러한 현황과 무선랜을 이용한 고속 무선 인터넷의 제공이 이용자의 형태를 어떻게 바꿀 것인가를 추론하여 향후 무선 인터넷 서비스의 경쟁구도를 결정하는 요인, 즉 사업자들이 서비스 제공 시 유의해야 할 점들을 도출하고자 한다.

• 한국IT서비스학회:학술대회논문집
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• 2008.05a
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• pp.199-205
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• 2008

유비쿼터스 환경의 필수 부분인 홈 네트워크는 많은 서비스들을 가지고 생활 곳곳에 파고들고 있다. 정부의 IT839정책을 기반으로 홈 네트워크의 실용화와 구체적인 정책을 형성하기 위해 활발한 연구가 진행되고 있다. 국내와 해외의 홈 네트워크 융성 정책 비교, 고객의 홈 네트워크 서비스 별 선호도를 비롯하여 최근에는 홈 네트워크 서비스의 사용의도와 관련한 연구들까지 있었다. 본 연구는 이러한 연구들을 바탕으로 홈 네트워크 사용의도에 영향을 주는 요인들을 조사하고 이 관계에 있어서 인구통계 변수인 연령과 인터넷 사용량의 조절효과를 측정해보았다. 그리고 홈 네트워크를 자동화 서비스, 안전 서비스, 엔터테인먼트 서비스 세 집단으로 나누고 각각을 따로 분석하였다. 분석 집단은 현재 운영되고 있는 홈 네트워크 서비스를 직접 사용해 본 경험이 있는 아파트 거주자이다. 분석 결과 연령이 높을수록 홈 엔터테인먼트 서비스 사용 시 서비스의 사용용 이성과 보안성이 중요하게 작용하였다. 또한 인터넷 사용량이 많은 집단은 홈 자동화 서비스의 사용 시 해당 서비스로부터 얻을 수 있는 효용, 편익을 중요시 여겼다.

• Informatization Policy
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• v.18 no.4
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• pp.22-41
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• 2011

Current socioeconomic condition in South Korea is characterized by growing country with highly unemployment rate. Enhancing service industry, therefore, is one of the important government policy issues. In addition to quantitative growth of service industries, OECD comparisons between countries as shown in the competitiveness of the domestic service industry, followed by a very low-level, enhancing the competitiveness of service industries are also important issues of national policy. In particular, finance, education, insurance industry, such as relatively large enterprises have entered the service industry to remain competitive and comparable, but the case of small service industries, has shown a very low level of competitiveness. Thus, the world's leading technology and IT infrastructure can be applied to small and medium-sized service industry in order to improve productivity, customer satisfaction, and service infrastructure, resulting in improving competitiveness. The purpose of this study is to develop government supporting policy issues by analyzing the current usage of IT, problems and requirement analysis, and critical success factors for applying IT to small and medium-sized service industries. For a survey 2,000 samples are collected from service companies. The results show that IT usage is very important to improve competitiveness in small and medium sized service industry. In addition, customized it solutions are needed to satisfy different characteristics of service industry depends on types of business. Finally, government supporting programs of IT has to be improved. The results would be able to provide directions and guide lines of IT utilization in service industries.