• Journal of Service Research and Studies
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• v.14 no.1
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• pp.1-12
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• 2024

As the service robot market grows among the food technology industry, the quality of robot service that affects consumer behavioral intentions in the restaurant industry has become important. Serving robots, which are common in restaurants, reduce employee work through order and delivery, but because they do not respond to service failures, they increase customer dissatisfaction as well as increase employee work. In order to improve the quality of service beyond the simple function of receiving and serving orders, functions of recovery effort, fairness, empathy, responsiveness, and certainty of the process after service failure, such as serving employees, are also required. Accordingly, we assumed the type of failure of restaurant serving service as two internal and external factors, and developed a serving robot with a vocational ethics module to respond with a professional ethical attitude when the restaurant serving service fails. At this time, the expression and action of the serving robot were developed by adding a failure mode reflecting failure recovery efforts and empathy to the normal service mode. And by recruiting college students, we tested whether the service robot's response to two types of service failures had a significant effect on evaluating the robot. Participants responded that they were more uncomfortable with service failures caused by other customers' mistakes than robot mistakes, and that the serving robot's professional ethical empathy and response were appropriate. In addition, unlike the robot's favorability, the evaluation of the safety of the robot had a significant difference depending on whether or not a professional ethical empathy module was installed. A professional ethical empathy response module for natural service failure recovery using generative artificial intelligence should be developed and mounted, and the domestic serving robot industry and market are expected to grow more rapidly if the Korean serving robot certification system is introduced.

• Korean Journal of Construction Engineering and Management
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• v.6 no.1 s.23
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• pp.195-204
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• 2005

The construction failures can be decreased by continuously improving the construction process based upon the information of construction failures. Herein, the information of construction failures can be utilized as the key factor far identifying the ineffective process and providing the improved construction process that can prevent failures. The objective of this research is to suggest a model for improving construction process continuously by using the information of construction failures. An extended review and analysis of literatures related to the construction failure are performed to investigate the definition, type, cause, and lesson teamed of failure. This research also identifies that process modeling methodology and case-based reasoning are applicable to the construction process improvement, and then it suggests a framework of CIMCP(continuous improvement model of construction process based on the module of case-based reasoning such as case retrieval, case index, and case adaptation.

• Culinary science and hospitality research
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• v.16 no.2
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• pp.110-135
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• 2010

The purpose of this study was to examine the effects of a mileage program on consumers' negative emotions and behavior when the program failed. To accomplish the purpose of this study, the failures in mileage programs were classified into three types(refusal, delay, reduced advantages) with two types of customers' commitment(affective and calculative), and an experimental design was used to verify the effect of customers' negative emotions on their negative behavior when the programs fail. A total of 600 university students in Seoul and Pusan areas were surveyed from 1st of Sept. to 30th in 2009. The result suggests that both consumers with affective commitment and those with calculative commitment felt negative emotions(regret, disappointment) when a mileage program failed. Consumers with affective commitment to a company are expected to give negative words of mouth to others. Also, consumers with calculative commitment to a company are expected to complain and give negative words of mouth to others.

• The Journal of the Korea Contents Association
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• v.6 no.11
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• pp.74-84
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• 2006

It is quite impossible for a service firm to deliver service without failure. The main reason is that service is intangible, perishable and heterogeneous in nature. Every service firm tries its best to recover service failure with understanding that service failure affects customers' evaluation and attitude for the firm. The research finds that customers' satisfaction after recovery affects customers' intentions both service encounter satisfaction and overall firm satisfaction strongly affects positive word-of-month and purchase intentions. The results have implications to researchers and service marketing managers. For researchers, the result will be helpful for them to further develop service failure and recovery framework. For service marketing managers, the result will suggest specific guidelines for establishing service recovery strategies.

• KIPS Transactions on Software and Data Engineering
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• v.9 no.11
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• pp.357-366
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• 2020

As the proportion and complexity of software embedded in aircraft increase, risk factors such as mission failure, function failure and performance failure due to software errors also increase. In the mission-critical software systems such as aircraft software, managing requirement traceability is essential to maintain the software systems with minimal period and cost. However, the development company is not accurately complying with the guideline for managing requirement traceability due to various reasons such as development cost and schedule. Therefore, it is not easy to systematically establish and maintain requirement traceability. In the paper, we analyze actual test cases of aviation software systems from the viewpoint of requirements traceability in order to learn if there are failure cases of test cases due to the absence of systematic traceability management activities. We also check the risks associated with the failure cases according to the type and severity of the cases. As a result of analyzing a total of 7 aircraft-mounted software, failure cases could be divided into three types: omission of requirements, lack of connection between requirements and test procedures, and omission of test procedures. There were a total of 18 failure cases, 6 for each type. The numbers of high, middle and low risks were 1, 13 and 4, respectively, where the number of middle risks is largest.

• The Journal of the Korea Contents Association
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• v.14 no.6
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• pp.319-327
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• 2014

The purpose of this study was to examine the degree of loneliness and suicidal ideation and the difference of them according to character type in the elderly. The study involved 149 the elderly, 65 years and over, attending community senior centers and social welfare centers. Data were collected from May to June, 2013 using the structured questionnaire. According to the findings, the means of loneliness and suicidal ideation were 2.0(${\pm}0.5$) and 1.5(${\pm}0.6$) respectively and they were below the median. In character type, percentage of the active integrated coper was 67.1% and next was the dependent passive type, the self-negating undercoper, and the failing overcoper. Loneliness and suicidal ideation of the active integrated coper were lower than them of the failing overcoper and the self-negating undercoper in elderly. There was positive correlation between loneliness and suicidal ideation. It is meaningful that the study results will be provided for understanding of elderly' mental health. Based on the results, the differentiated intervention considered of character type should be developed and provided for decreasing the loneliness and suicidal ideation in elderly.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.15 no.10
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• pp.6076-6083
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• 2014

Service recovery research has been conducted on the premise that service problems can be returned to the original condition. This study, however, focused on irrecoverable service problems for the first time and classified them according to the types and sub-types. The specific wants of customers who experienced unrecoverable service problems were identified by analyzing the customers' emotion, behavior pattern, and the company's responses. The results revealed three main types of problems and 2 categories in group 1, 6 categories in group 2, and 2 categories in group 3. In particular, damaged items and bodily harm were frequent problems, and bodily harm was recognized as the most severe failure. Regarding the customers' emotion, the customers were so enraged at the audacity and the company still showed many problems in terms of its response to the service failures. This study also suggested the analysis results of the customers' behavior and company evaluation.

• Journal of Astronomy and Space Sciences
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• v.15 no.2
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• pp.459-473
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• 1998

As the satellite system becomes more complex, the probability of unpredictable failures may be increased due to design inadequacy, experience deficiency, lack of problem recognition. Poor quality control, improper testing, and workmanship fault. Consequently, these problems can lead to the reduction or end of the satellite mission lifetime. This article addresses general satellite failure modes and factors influencing satellite mission life. The mission life factors of LEO sun-synchronous KOMPSAT spacecraft are investigated, in which its mission life is predicted based on these factors. Since the end of mission due to random failures is not predictable, the predictable mission life factors such as power budget, propellant budget, battery charging/discharging cycle, radiation effects payload reliability, single point failure, and redundancy are primarily investigated.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.23 no.2
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• pp.209-233
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• 2012

In this study in order to verify the overall information seeking behavior of the Web-based OPAC users, it was analyzed transaction log file for 7 years. Regarding Web-based OPAC information seeking behavior, it was studied from the perspective of information seeking strategy and information seeking failure. In search strategy, it was analyzed search type, search options, Boolean operator, length of search text, number of uses of word, number of use Web-based OPAC, number of use by time, by week day. Also, in search failure, search failure ratio, search failure ratio by search options, search failure ratio by Boolean operator were analyzed. The result of this study is expected to be utilized for OPAC system and service improvement in the future.

• The Journal of the Korea Contents Association
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• v.20 no.7
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• pp.19-29
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• 2020

As the AI speaker market is growing rapidly in recent years, the competition for the preoccupation of children who are the main users and the future prospective customers of the related companies is very intense. However, there is a lack of empirical research on how children interact with AI speakers. Therefore, this research examines the interactions between children and AI speakers, primarily through field studies, to extract what functions they use and what features they have. For this purpose, 799 conversations were collected and analyzed using the log data of the AI speaker recorded in real time. As a result, children were more likely to use children's songs, fairy tales, emotional conversations, and personification compared to adults. In addition, content analysis by specific types resulted in success/failure cases of interaction between children and AI speakers and proposed improvements by failure type. This study is meaningful in that it identifies children's AI speaker preferences, content, and major conversation patterns, and provides guidelines for developing services that meet children's eye level.