• 품질경영학회지
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• 제28권3호
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• pp.68-81
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• 2000

In this paper, we studied the four stages of quality related education and training and identified alignment factors that have influence on successful TQM education and training. Based on extensive literature reviews the four stages are extracted such as quality concepts training, quality tools training, special topics training, and leadership training. Also we determine the alignment factors. A framewok of research model including above factors is developed and tested statistically. The perceived data are collected from managers of quality departments of 140 Korean firms through survey. The results show that alignment factors which achieve success in Quality related education training are using relevant examples and implementing training at the top in quality concepts training, providing time and opportunity to master skills in quality tools training, organizing courses into a logical curriculum in special topics training, and providing ongoing feedback in leadership training. We also offered numerous suggestions that can help organizations develop effective training programs to meet their objectives.

• 품질경영학회지
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• 제36권2호
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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.

• 한국지하수토양환경학회:학술대회논문집
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• 한국지하수토양환경학회 2004년도 총회 및 춘계학술발표회
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• pp.293-296
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• 2004

The objective of this study was to decide the designing factor for remediaton of the contaminated site. The soil and ground-water samples were analyzed and hydro- geological characteristics was assayed for the survey of pollution level. Also air-permeability test and MPN(most probable number) test were conducted for selecting the designing factor. The contaminants were mainly found in north-west part of the site and were expected to move toward the south. Ex-situ technology was expected more useful than in-situ one with the results of air-permeability test saying that air permeability was relatively low. Additional microbes were expected for remediation efficiency because residual microbes were loosely populated. The choosing of the designing factor was requisite for remediation of contaminated site.

• 품질경영학회지
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• 제27권4호
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• pp.20-41
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• 1999

This study addresses the development of a quality measurement of information systems integration(SI) service. Several dimensions which affect on quality of systems integration service have been identified and tested. Also, a measurement tool(questionnaire) of the factors has been developed. To achieve above purpose, extensive literature review and in-depth interview with several SI managers and customers were used. We suggested the analysis framework including performance variables such as quality, customer satisfaction, intention of renewal contract, and contribution to better customer's information system and the quality factors as well. To verify the research framework, collected data from the survey was analyzed statistically. The data from 73 respondents was used for analysis. Consequently, we identified eight factors and developed a 41-item instrument with Likert 5 points to measure the quality of SI service. It was proved that the 41-item instrument suggested in this study was very useful to measure the performance of SI service such as quality and customer satisfaction. Also it was shown that the instrument measured intention of renewal contract and contribution of customer's information system well.

• 품질경영학회지
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• 제31권2호
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• pp.51-68
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• 2003

This research addresses familiarity and degree of using Internet site and trust building to affect service quality in e-commerce. We assume that the familiarity and frequency of using Internet site affect perceived service quality of customer. Also it assumes that customer's trust building intermediates their relationships. Several hypotheses are set to test these assumptions empirically. Consequently, the results show that familiarity of using Internet site affects customer's perceived service quality significantly except for tangible. Also it is found that degree of customer's trust building intermediates the relationship between familiarity of using Internet site and customer's perceived service quality significantly. For gaining good trust of customer in Internet site, we suggest that familiarity should fit into customer's needs.

• 품질경영학회지
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• 제28권4호
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• pp.161-183
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• 2000

This empirical research examines the effects of organizational service-orientation on business performance such as employee satisfaction, customer satisfaction and financial performance comprehensively. The service-orientation has been considered very importantly for delivering excellent service quality and customer value in many existing studies. Also service type's arbitrating effects on the relationship between service-orientation factors and business performance are investigated in this research. The data were collected from employees in hospitals and fast-foods with the questionnaire. And the several statistical methods were used for analysing. Consequently we could find that the comprehensive service-orientation factors gave the significant effects on the business performance. And service type's arbitrating effects sere apparent. It was revealed that the customization of service package and the customers' influence on service process must be considered as the important variables which have the significant effects on business performance.

• 품질경영학회지
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• 제28권4호
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• pp.47-66
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• 2000

In recent, keeping and developing relationships with current customers is a key service business goal, and service recovery efforts is to be the essence of service business strategy. But many researchers have neglected to focus on that issue. So this research is intended to explore service quality factors that include service recovery efforts and grip those difference among service operations systems. Service operations systems are divided into three categories. Our study results suggest that customer oriented firms need to develop a comprehensive service recovery system and must include service recovery as a service quality factor.

• 품질경영학회지
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• 제27권3호
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• pp.1-16
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• 1999

According to the study of TQM implementations, the odds that an organization will successfully implement total quality management are two to one-against it. Based on the Brown's study, two thirds of all TQM implementations are dropped or fail altogether. However, organizations armed with knowledge of the factors that have the biggest impact on their success can take steps to influence or change those factors. In this paper, we studied on the degree of influence between those factors and successful start up and alignment factors. Based on extensive literature reviews those factors, threat, commitment, plan, progress and strategy are determined. Also we determine the successful start up and alignment factors. A framework of research including above factors is developed and tested statistically The Perceived data are collected from managers of quality departments of 141 Korean firms through survey. The results show that the rating of those factors which determine success of implementing TQM is progress, commitment, strategy and progress. But the factor of threat shows negative influence for the success of implementing TQM.

• 품질경영학회지
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• 제36권4호
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• pp.47-55
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• 2008

This study describes the creation of a scale to measure standardization for service encounter process. Measuring standardization of service encounter process is devided into manual level and action level. We investigate the relative impact of process standardization about service quality, job satisfaction and labor productivity. Our findings indicate that action level of service encounter process standardization is more important than manual level, and its process standardization positively affects service quality, job satisfaction and labor productivity positively.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2004년도 품질경영모델을 통한 가치 창출
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• pp.576-582
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• 2004

This research addresses the customers' reaction on enterprise CRM(customer relationship management) activities. Most of companies adopt CRM solution expecting revenue generation through customers' repurchasing, while customers accept to provide their personal information expecting some benefit from companies. Previous studies pointed out that many commercial organizations had difficulties yet to meet their goal of CRM due to lack of internal strategies. Moreover, the researches were focused only on companys' point of view. However, this paper finds the reason why companies' expectation does not fit and suggests the way to reduce mutual gap of expectation for successful CRM.