• Journal of the Korea Safety Management & Science
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• v.9 no.5
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• pp.147-156
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• 2007

With the radical change of business environment, all service companies' employees are forced to provide many customers with high service quality every day, and the extra role(or organizational citizenship behavior) is more imperative than other industry. The purpose of this paper is to introduce Luthans & Kreitner's Organizational Behavior Modification(OB Mod) model to improve organizational citizenship behavior and service quality. With analyzing the relationships among target behavior(service quality), antecedents(OCB), and consequences(customer satisfaction), this paper reviewed OB Mod's 5 stages; identifying, measuring, functional analysis of the behavior, development of an intervention strategy, evaluation. This model has found to be useful in finding and improving troublesome employee behaviors in USA, but not been verified in Korea. Thus it is recommended to review the difference of organizational culture and practices before introducing the model.

• Asia-Pacific Journal of Business
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• v.6 no.1
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• pp.1-15
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• 2015

In our study, we tried to develop and test a model that aids further understanding of the sources of customer loyalty in the 3G telecommunications service. In addition, as the 3G could be understood as an innovative telecommunications service, we assume that the impact of factors related service attributes affecting customer loyalty is moderated by the customer's innovativeness. We analyzed our research model using 3G service users' data in Korea. Our results will have significant strategic implications for firms in this highly competitive industry. Particularly, it can be useful for mobile carriers interested in customer retention management and supposed to deliver a new telecommunications service like the 4G service that is on the horizon.

• Journal of Korean Society for Quality Management
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• v.36 no.4
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• pp.102-116
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• 2008

The most widely used models to study the quality of service are the SERVQUAL and SERVPERF models that measure service mechanisms. This paper is to estimate service efficiency and consistency for Retail Industry. We tried to measure the service quality and overall satisfaction by using DEA and PCI, degree of combination and top2box which is a little bit different methodology from traditional ones. Rather than using the usual method of converting the service quality index by mean value, the Service Efficiency Index(SEI) and Service Quality Consistency Index(SQCI) are used to measure the efficiency and consistency level, which in turn can be used as the new service quality indices. The result of SEI and SQCI show the efficiency frontier in retail industry that 6 DMUs are analyzed relative efficient DMUs, 12DMUs are inefficient DMUs and retail Industry consistency level appeared low(0.35-0.47) Also, there is a significant difference in terms of efficiency and consistency in the each retail industry. Finally, we showed the summarized result as the Effi-Con Matrix.

• Journal of Korean Society for Quality Management
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• v.39 no.2
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• pp.217-233
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• 2011

This paper introduces service failure management on internet shopping environment. The purpose of this study is to find and improve service failure modes at the time of customer's complaint thereby reducing that. To achieve this purpose, this study combines the Service Blueprint which describes the online shopping process and FMEA which finds each encounter of service failures and proposes how to recover them. First of all this study generates internet shopping process using Service Blueprint then matches customer's purchase decision making process and company's service provide process. After this process customer complaint types in real purchasing process are fell in according to their occurrence and more frequently occurred complaint is more risky. Finally 6 Risk Priority Numbers(unfair exchange/return policies, slow response/poor customer service support, purchase arrived later than promised/deliverly service dissatisfaction, dissatisfaction short period to take back/exchange/cancels order, A/S or handle defective item) are extracted and suggest their improvement.

• Fire Science and Engineering
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• v.34 no.2
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• pp.120-130
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• 2020

This study aimed to provide an empirical analysis of the effect of preventive fire administration (PVFA) and prepared fire administration (PPFA) on response fire administration (RPFA) in fire service organizations in Korea. To this end, panel data was collected from 16 metropolitan councils from the period of 2008 to 2018 and statistically analyzed using PVFA, PPFA, and RPFA. The independent variables were PVFA and PPFA, while the dependent variable was RPFA. The analysis of the current situation of the specific target for firefighting (STFF), public use facilities, proof of completion of safety families for public use facilities, and special fire inspection were sub-variables of PVFA. Fire safety education (FSE) and the mobilization for fire suppression (MFS) were sub-variables of PPFA and RPFA, respectively. In the results, STFF and FSE had a significant positive influence on the MFS. This study will contribute to the basic research regarding the investigation of the effectivity of fire service organizations in Korea.

• Health Policy and Management
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• v.24 no.4
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• pp.367-379
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• 2014

Background: Over the last decade, medical tourism industry has grown in Korea. Especially the number of Mongolian medical tourists has increased rapidly. Therefore, the Mongolia is one of the targets for Korea medical tourism. The purpose of this study is to investigate the effects of destination image and expected attributes of medical services on Mongolian's intention to use Korean medical tourism service. Methods: This study empirically collected survey data from Mongolian lived in Mongolia. The study analyzed the data using a PLS model. Results: Our results are as follows. First, the country image didn't significantly have causal effects on expected medical service quality and perceived risk. Second, tourism image (e.g., entertainment, economic feasibility, and local convenience) has significantly causal effects on expected medical service quality and perceived risk. However, tourist site as tourism image didn't significantly have causal effects on expected medical service quality and perceived risk. Third, medical image made a statistically significant effect on expected medical service quality and perceived risk. Fourth, the expected medical service quality showed a significant effect on intention to use Korean medical tourism service. Fifth, the perceived risk of medical tourism showed a significant effect on the reliability of medical tourism, but didn't show a significant effect on the intention to use Korean medical tourism service. Finally, the reliability has a significant effect on the intention to use Korean medical tourism service. Conclusion: From our empirical results, this study concluded that as a strategy attracting Mongolian patients, it is more effective to strengthen Korean hospital image and tourism image than Korean country image.

• Journal of Digital Convergence
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• v.14 no.9
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• pp.241-250
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• 2016

This research aimed to analyze that there are main causes influencing the quality of trade distribution service. It means that the study was conducted to prove how the quality on trade distribution service affects customer satisfaction and loyalty with managers or higher who are responsible for trade distribution service overall. In accordance with analysis results, main causes (Reliability, Responsiveness, Support System) have a good implication for the quality of trade distribution, and Tangible has little influence. Moreover, customer satisfaction with the quality on trade distribution service has a positive impact on loyalty. Subject to the results, quality components of trade distribution service was ultimately verified that it has a positive relationship with loyalty via customer satisfaction. On the basis of this research, it is confidently expected to help improve the quality on trade distribution service.

• Journal of Korean Society for Quality Management
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• v.37 no.3
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• pp.102-122
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• 2009

In this study, we will conduct an empirical study to see how the 3PL firm's logistics service quality and relationship orientation affects the supply chain performance. To examine the research model and hypotheses, we have used an empirical method based on the field survey in which most of measurements used and verified in previous studies are selected as measurements. The results of our empirical study can be summarized as follows: First, it can be shown that higher level of logistics service quality not only affects satisfaction and relationship orientation positively, but also improves supply chain performance. Second, it can be also shown that satisfaction for logistics service quality affects relationship orientation between shipper and 3PL firm positively. Finally, it can be shown that relationship orientation affects supply chain performance positively. This paper presents much implications both theoretical and practical side.

• Fashion & Textile Research Journal
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• v.10 no.5
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• pp.607-617
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• 2008

This research investigated the factors that effect on the trust and loyalty in on-line shopping mall and analyzed a structural relationship of these variables. The variables are service quality, information quality of on-line WOM(afternote), reputation of on-line shopping mall. The Instrument dimensions of service quality are tangibles, responsiveness, assurance, diversity goods and price fairness. The Instrument dimensions of information quality of on-line WOM(afternote) are usefulness, abundance, accuracy and specialty. The Instrument dimensions of reputation of on-line shopping mall are cognizance and comment. The results by LISREL are as follows : There are 7 factors that effects on trust and loyalty. These are tangibles, responsiveness, assurance and price fairness of instrument dimensions of service quality, usefulness, specialty of instrument dimensions of information quality of on-line WOM, cognizance of the Instrument dimensions of reputation of on-line shopping mall. Specially, there are significant point that usefulness and specialty of afternote which can contact easily in on-line shopping mall effect on the trust and loyalty in on-line shopping mall.

• Journal of Korean Society for Quality Management
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• v.42 no.1
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• pp.43-61
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• 2014

Purpose: This study identifies preventive measures for VOC management by analyzing the causes and effects of factors that contribute to high risk service failure using FMEA on KORAIL VOC data. Methods: Two research methods were used. First, a Risk Priority Number (RPN) was assigned to each KORAIL VOC based on Failure Mode and Effect Analysis (FMEA). Second, multiple regression analysis was run with RPN factors that include severity, occurrence, and detection as the independent variables and customer dissatisfaction as the dependent variable. Results: Multiple regression analysis showed that RPN factors including severity, occurrence, and detection had significantly positive relationship with customer dissatisfaction. Based on these results, an FMEA was performed on VOC categories with high RPN for railroad stations including platform, ticketing, ticket verification, parking, and escalator, and VOC categories with high RPN for trains including entrance doors, cafes, air quality, announcement, and ticket verification. Conclusion: This study has practical implications to service failure management. A priority order using FMEA was established for the list of customer dissatisfactions that should be addressed to actively manage service failure, and strategies for tackling this priority list are offered.