• The Journal of Asian Finance, Economics and Business
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• v.8 no.8
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• pp.375-386
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• 2021

The purpose of the research was to explore the factors which affect service innovation in organizations and how the utilization of resources can improve organizational performance, and gain a competitive advantage by adopting numerous innovative practices. This study hypothesizes Service Innovation Readiness (SIR) to consist of Strategic Alignment favoring Service Innovation (SASI) and Empowering Structure for Service Innovation (ESSI), which regulate the organization's preparedness to adopt service innovation changes. Six dimensions were identified and analyzed to understand their effects on SASI and ESSI. A structured questionnaire on a 5-point Likert scale was used to collect data from the selected hospitals of Saudi Arabia. The research results contribute considerably to the subject matter by theorizing SIR and the complex variable settings essential for embracing SI. This research also provides some understanding of the service innovation management dimension through a complete assessment that measures the organization's readiness and attempts to direct organizations' efforts to achieve and sustain competitive advantage. The study conducted is unique in the current geographic limits and has explored numerous SI areas of an organization's readiness to adopt service innovation.

• Journal of Nutrition and Health
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• v.35 no.2
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• pp.263-271
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• 2002

The purpose of this study was to determine the standard work time of dietetic staff through work sampling methodology in school flood service systems. Work measurement through work sampling methodology was conducted in five conventional, five commissary and five joint management flood service systems over two consecutive weeks in October 1999. Statistical analysis was performed on the SAS/Win 6.12 package program for Kruskal-Wallis test and multiple comparison. Observed data were satisfied with a confidence level of 95% and a confidence interval of $\pm$ 0.05. The results of this study can be summarized as follows. The actual time spent by dietetic staff members in conventional, commissary, joint-management flood servile systems was 2,394, 2,521 and 2,110 minutes per week, respectively. Transportation time of each flood service systeml and ILO allowance rate (11%) was applied. Thus, the standard work time per week of dietetic staff members in conventional, commissary, joint-management flood service systems was 2,746.14, 2,861.58 and 2,520.81 minutes, respectively. The standardized index was 1.04, 1.08 and 0.95 men in conventional, commissary, and joint-management flood service systems, respectively. Regardless of the school flood service system, those with "the duty of cooking and distribution management" had the longest labor time, while those with "duty of nutritional education" had the shortest labor time.

• Culinary science and hospitality research
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• v.9 no.1
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• pp.1-21
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• 2003

Up to these days, hotels are assumed to compete each other. Due to the spread of high quality the hotel buffet restaurants have begun to face an intensive competition. Hotel Buffet Restaurant have become the more competitive along with fund, good price, service, quality food, and management know-how. It causes the hotel restaurants confront with management difficulties. In order to overcome the management difficulties, hotel buffet restaurants have to improve their marketing abilities and especially to improve their service quality. For this, it is necessary for hotel buffet restaurants to investigate how their service providers and receivers recognize their service quality. In this research, we examined the cognitive three types of cognitive gaps among customers, service providers, and managers both on the service quality and on the positioning of hotel buffet restaurants. Their cognitive gaps proved negatively correlated with hotel's performance. This research suggests the fellowing findings. Firstly, the competitiveness of hotel buffet restaurant depends on the accurate communication and consensus among managers, service providers, and customers. Secondly, using the information about cognitive gaps recognized, each hotel buffet restaurant should develop concrete marketing plans and strategies with a careful consideration about its current competitive position and management condition.

• Journal of Korean Society for Quality Management
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• v.28 no.4
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• pp.75-98
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• 2000

The purpose of this study is to empirically examine the customers' perceived service quality and response in the field of hotel industry. The subjects of survey for this empirical analyses are limited to the customers of deluxe hotels in Korea; data are collected from the 16 deluxe hotels amongst 27 of its kind in the Seoul, Pusan, Cheju and Kyongju area. SAS package is used for Simple Regression, Multiple Regression and the results are as follows: First, the perceived service quality shows significantly positive effect upon the customers' satisfaction; Second, the customers' perceived service quality shows significantly positive with respect to the customers' response; Third, the customers' satisfaction shows significantly positive regarding the customers' response, and the customers' satisfaction have greater influence upon the customers' response than the customers' perceived service quality; On the basis of the above empirical analyses, I propose the management implication as follows: First, the hotel management staffs should have a close relation with their customers through the customers' positive, and eventually be concemed about improving service quality and customers' satisfaction to maximize the enterprise's performance; Second, the hotel management staffs, to induce and build up the positive customers' response, should have interest in serving high-quality products and service and enforcing the proper price policy.

• Korean journal of food and cookery science
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• v.14 no.5
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• pp.482-491
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• 1998

The objectives of this study were to characterize the food service managements in university food services. In a survey involving university food service centers throughout the country, the importance, performance scores and policies for food service management were investigated. Of the total 40 institutions surveyed, 23 were run directly by the institution, eight by contract, and nine by rental. Data were analyzed by t-test, ANOVA using the SPSS program. Management system was evaluated separately for organization, human resources, finance, nutrition education, purchasing, quality control, sanitation and safety, and marketing for their relative importance, degree of performance, and policy establishment. It was found that the relative importance scored higher than the degree of performance and policy establishment. When rhe relative importance for the direct, contract and rental operations was compared, the rental operation scored the highest. Performance score of direct was the highest in direct operation. The findings of this research suggest that the university food service should be creative through systematic management, and further research is needed to evaluate various variables that influence productivity, such as employee morale, pleasant working environment, customer satisfaction, and introduction of TOM for university food services.

• Convergence Security Journal
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• v.13 no.3
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• pp.79-84
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• 2013

In this study the improved service innovation model to solve the problems that appear from a vantage point of the providing security services process through the application and appeal process of convergence security technologies proposed. The model was in view of service science to resolves the limitations that facilities management and unmanned security of physical security field through the application of meteorological information on convergence security technologies. The contribution of this research: improved risk management based on convergence security technologies through service innovation management, evaluated the quantitative value of risk management activity using service effects, and development of physical security service providing methodology using meteorological information.

• Knowledge Management Research
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• v.14 no.3
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• pp.87-100
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• 2013

As the external knowledge networks of firms have become more and more important to their product and service innovations, many global leading companies such as P & G, IBM, and Samsung Electronics have formulated and implemented their open innovation strategy. This study attempts to empirically analyze the effects of CEOs' supports for external knowledge networks, external knowledge network-oriented cultures and inter-organizational knowledge management systems as the major antecedents to external knowledge networks by using the data based on organizational members' perceptions about them. Based on 847 samples collected from employees in three companies in the medical, the construction and the IT service industries, this study performed a structural equation modeling (SEM) analysis about the effects of the antecedents to the external knowledge networks on product and service innovations through Partial Least Squares (PLS). The empirical findings of this study show that CEOs' supports for external knowledge network positively influence product and service innovations, partially mediated by external knowledge network-oriented cultures and inter-organizational knowledge management systems. And they also show that external knowledge network-oriented cultures and inter-organizational knowledge management systems have a positive effect on product and service innovations, respectively, partially mediated by external knowledge networks. With these new findings, academic and practical implications are discussed.

• Journal of the Korea Safety Management & Science
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• v.21 no.2
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• pp.15-23
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• 2019

Among service industries of knowledge based economic era, the roles of educational service field are becoming more important and standard of educational service makes a direct effect on economic development and social growth. Therefore, accurate measurement of service quality is the most important assignment and the measurement of the service quality remains difficult assignment. So, this researcher classified quality attributes applying weighted value and found potential satisfaction level(PSL) and potential customer demand improvement index(PCDI) for trainees participating in national manpower business so as to suggest measurement of service quality and easiness of use and then, calculated satisfaction position and opportunity cost by quality factor with Taguchi's loss fraction. And, improvable satisfaction level was measured, opportunity cost by degree of customer dissatisfaction was quantitatively measured, and a model that can indicate with economic factors was suggested. In addition, methodology of measuring quality cost that can be reduced by quality improvement and direction of strategic decision-making for deciding items to be improved preferentially were suggested with qualitative index that can indicate the degree of customers' dissatisfaction by loss.

• The Korean Journal of Health Service Management
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• v.12 no.4
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• pp.85-102
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• 2018

Objectives: In order to cope with the quality and the substantiality issues in long-term care for the elderly, we should have a wider view of long-term system components based on the understanding of health care organizations, management services, support for care providers and beneficiaries, education of the workforce, and management of finance and resources. Methods: For resolving the issues raised and offering guidance in the area of long-term care, we reviewed 20 reports and documents of the government and government-related institutions using the Internet home pages of the Australian government and the related organizations in the health care sector. These organizations are undergoing a huge system reform to implement consumer-directed care since 2015, in the areas of service, resources, finances, organization, and management. Results and conclusions: The study outcomes can have some implications for the long-term care system in Korea based on the differences in the service components. The results can provide basic information for improving the long-term care service, and can have several other implications for long-term care in Korea.

• Journal of the Korean Society of Food Culture
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• v.23 no.2
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• pp.184-193
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• 2008

The purpose of this study was to determine the detailed customer satisfaction and dissatisfaction factors of family restaurants in Korea, and to then classify the factors into 3 groups, inlcuding core service, quality service, and basic service. ‘Core service’ represents the critical factors that generate both satisfaction and dissatisfaction; ‘quality service’ generates only satisfaction; and ‘basic service’ generates only dissatisfaction. This categorization is based on Herzberg’s motivation-hygiene theory (1976) as well as Cadotte & Turgeon (1988). Based on the characteristics of the three groups, differentiation strategies in managing customer service were suggested to the family restaurant managers. A qualitative research method, termed the critical incident technique (CIT), was used in the study. This method helps researchers find new factors or attributes by grouping key issues from the anecdotes (critical incidents) and then categorizing common factors from the key issues. This research categorized key satisfiers and dissatisfiers into 33 factors, which were from 402 critical incidents described by 261 respondents. Eleven factors (response to service failures, food taste and quality, attention paid to customers, coupon/mileage point/discount card, customer’s ordinary requests, waiting, food diversity, food price, facility sanitation, checking out, customer’s special requests) were classified into core service, which required maximum management not regarding the level of customer satisfaction. Six factors (employee attitude, event, education and explanation, complementary food, customer’s mistakes, attention paid to children) were classified into quality service, which required differentiation strategy management. Finally, nine factors (speed of food service, employee’s mistakes, food sanitation, atmosphere and interior, seating, forcing orders, parking, other customers, reservations) were classified into basic service, which required minimum management at the level of the industry standards.