• 대한안전경영과학회지
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• 제10권4호
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• pp.209-218
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• 2008

The growth in services has focused issues of service quality both for commercial enterprises and across a range of public services and government institutions. The education sector, in particular, has undergone radical change to meet the needs of its varied constituents. This paper examines key issues in internal service, customer satisfaction, service quality, relational commitment as they apply in one particular education sector. The purpose of this study is to analyze effect of internal service on customer satisfaction, educational service quality. First, In the dimension of internal service, many factors affect internal customer's evaluation for overall satisfaction. They are categorized as five factors; tangibles, reliability, responsiveness, assurance, empathy. The results of this study supported the proposed conceptual framework overall. Therefore, we identified that internal service quality is the antecedent of an internal customer satisfaction, and the consequent variables of an internal customer satisfaction are educational service quality, external customer satisfaction. The major findings of this study are summarized as follows. First, some factors(tangibles, reliability, responsiveness, assurance, empathy) affected positively internal customer satisfaction. Second, external service quality affected positively educational service quality, external satisfaction. In other words, the more internal customers have experienced internal service, the higher internal service quality deliver educational service quality.

• 대한산업공학회지
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• 제35권4호
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• pp.226-247
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• 2009

The competitiveness of the service sector is driven by its productivity. Services innovation is essential to enhancing service productivity. This paper first presents a framework for services innovation. The framework consists of three main phases of a service lifecycle (namely, service development, service operation, and service improvement), which are supported by IT infrastructure and service R&D management functions. This paper then identifies major research issues that should be investigated in the near future. The current issues of three representative service industries (namely, healthcare service, telecommunications service, and financial service) are also discussed.

• 산경연구논집
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• 제14권10호
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• pp.23-33
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• 2023

Purpose: This paper provides a literature review of both qualitative and quantitative research on service delivery in urban local authorities as portrayed in literature and offers more insight into the concept thereby developing and facilitating an improved understanding of service delivery and proffering strategies for improving service delivery in urban local authorities. Research design, data and methodology: The study adopted a desktop research methodology. Empirical and theoretical research and articles which are relevant to service delivery in urban local authorities are reviewed and analysed. Only secondary information gathered through those articles and research is used to analyse and build literature review on service delivery in urban local authorities. Results: a literature review of both qualitative and quantitative research on service delivery in urban local authorities as portrayed in literature proffering strategies for improving service delivery in urban local authorities. Conclusions: It is evident that service delivery is an area which needs more attention, especially in developing countries. The service delivery environment is also changing rapidly, calling for strategies to match such changes. This paper facilitates an improved understanding of service delivery, proffering strategies for improving service delivery in urban local authorities. These strategies are essential in improving service delivery challenges.

• 보건의료산업학회지
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• 제7권4호
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• pp.93-103
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• 2013

The study investigated the major factors in regards to the effects of service qualities with university hospitals in Daejeon on their overall service satisfaction. In regards to service qualities, the hypothesis was verified through multiple regression analysis in terms of professionalism, kindness, credibility, and facilities/environment. As a result, all professionalism(0.462), kindness(0.142), credibility(0.258) and facilities/environment(0.184) showed positive effects on their overall service satisfaction level. In particular, professionalism showed the greatest effect by 0.462. As patients' and caretakers' desire to service quality becomes diversified, the analysis result is considered to help the future medical service management at university hospitals by analyzing the major factors which affect the service quality and by finding the methods to increase the service satisfaction.

• 한국식생활문화학회지
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• 제34권4호
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• pp.401-410
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• 2019

This study investigated the influence of the quality of a business management consulting service and the mediating effect of utilizing a business management consulting service. For this purpose, data was collected from 200 self-employed workers of the Moonchang market in Dasejun, the Yongdap market in Seoul and the Jatgeoeul market in Gapyeong. The result of the study are as follows. First, it was found that the quality of interaction, the quality of the result and the quality of the physical environment have significant influences over peoples' financial aptitude. Second, it was found that the quality of the interaction, the quality of the result and the quality of the physical environment have significant influences over peoples' non-financial aptitudes. Thirds, the evaluation of a mediating effect of utilization of a business management consulting service on the relationship between the quality of a business management consulting service and business performance showed that it has a significant influence in all ways and so this, proved its mediating effect. Therefor, as one of the means to activate traditional markets in Korea, it would be beneficial to actively introduce a business management consulting service and this would achieve a better performance through efforts to change the perception of employees and consultants about post-management of business management consulting services.

• 한국식생활문화학회지
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• 제26권3호
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• pp.271-278
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• 2011

The purpose of this study was to examine the effect of customer perceptions of control within the dining experience on customer satisfaction. Customer perceptions of the resulting pace of the service encounter negatively impacted their satisfaction ratings during the stages of ordering, production, and payment in a restaurant. The moderating influence of perceived service pace satisfaction during service stages in a restaurant on the relationship between perceived service pace and customer satisfaction was also examined. Perceived service pace satisfaction was examined using expectancy disconfirmation theory. The effect of perceived pace on customer satisfaction was moderated by perceived service pace satisfaction during the production stage with a greater tolerance to a faster pace during the ordering stage. The management needs to consider the negative effect of service encounter pace on customer satisfaction. Perceived service pace satisfaction during the service stages in a restaurant should also be factored into strategy development for duration control.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2011년도 추계학술대회
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• pp.727-745
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• 2011

Courier and logistics services such as customer contact employees (customer-contact employee) of the attitudes and behavior of the customer satisfaction level of service quality evaluation and a very big impact. In this study, using a typical customer contact employees, and to target the delivery service industry employees the organization's service orientation and customer orientation by examining the impact on the quality of companies within the organization for growth and development needs and the importance of service orientation will be trying out for. The results of this study can be summarized as follows. First, the chief executive of the organization to configure a service orientation and a detailed understanding of the factors that determine this by managing the organization to effectively come up with a way to make and ultimately the organization's service orientation, organizational culture can be positioned as effort should be taken. Second, service companies through regular training and education to maintain a certain level of service quality should be. Third, the service organization's service orientation is not a fad or a means of sustain and develop the company's survival strategy is to get out. To do this, good communication between the field and management can be achieved by a variety of channels to be established, and management's willingness to provoke sympathy for the employees should be provided.

• 통상정보연구
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• 제11권4호
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• pp.289-312
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• 2009

Under the circumstance of increasing international trade volumes and limitation of customs human resources, it is necessary to shift the customs' revenue collection activities and audit method from a transaction-based approach to an account-based approach. Thus, in 1997, U.S. Customs services established the Account Management Program. The Account Management Program is designed to increase importer compliance and improve customer service through one-on-one interaction with business entities and a designated Customs representative(Account Manager). The Account Management Program is a comprehensive process that includes the following stages and activities ; selection of a potential Account, establishment of the Account, management of the Account. In 2009, Korea Customs service introduced and executed the Account Management Program. But owing to its early stages, Korea Customs service does not suggest effective direction of development of the AM program. So I can propose the following improvements of the Account Management Program in Korea. Firstly, the Account Managers have to be assigned more traders than AEOs(Authorized Economic Operators). Secondly, it is necessary that Customs service appoints part-time port Account Managers to help more traders to improve customs compliance. Thirdly, thought should be given as to Account can be expanded to encompass both small and medium enterprises(SME) by providing customs brokers managing their customs business on the behalf of the SME with the Account Managers. Lastly, Customs service has to establish performance measures and action plan for the Account Management Program.

• 가정과삶의질연구
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• 제24권1호
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• pp.43-53
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• 2006

The purpose of this study was to explore the attitudes about the management service charge in multi-family housing. Recently, increasing needs of urban families in residential housing management services were apparent in many studies, but the way that they charge for the management services was not dear. Research method was social survey with questionnaire from 484 residents and 84 housing managers of multi-family housing in Seoul and new town area. Research results showed that residents recognized the management services should be free of charge or imposed actual expenses, but managers recognized the management services as charged services. To provide efficient housing management services for residents in multi-family housing, human resources should be inputted. Therefore, this study suggested that the participation of residents in housing management service is recommendable as a way of lessen the economic burden of management service charge, but also to have an opportunity to interest in their community activities.

• 한국인터넷방송통신학회논문지
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• 제13권4호
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• pp.229-237
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• 2013

최근 SOA와 클라우드 컴퓨팅 기반의 IT 서비스에 대한 수요가 증가하면서 서비스 당사자들 간에 SLA(Service Level Agreement, 서비스 수준 협약)에 대한 관심이 증대되고 있다. 통상 SLA는 자연어로 작성된 종이 계약서이다. 상업용 SLA 관리 툴에서 사용하는 SLA는 절차적 언어를 사용하여 계약서 내용을 애플리케이션 안에 암시적으로 구현된다. 이는 SLA 자동화 작업을 어렵게 한다. 또한 계약시스템에 대한 유지관리를 어렵게 하고 새로운 계약 요구사항을 적용하기 위해서는 소스 코드에 대한 광범위한 수정 작업이 뒤따른다. SLA 유지관리 과정에서 발생하는 문제의 근본 원인은 동일한 SLA가 문서형과 실행형으로 이원화 되어 있다는 것이다. 본 논문에서는 이러한 현행 SLA 관리의 문제점을 개선하기 위해서 능동형 SLA(ASLA : Active Service Level Agreement)를 기반으로 하는 능동형 SLM(ASLM : Active Service Level Management) 시스템을 제안한다. 이 시스템에서는 이원화된 SLA 처리 및 관리 과정이 능동형 SLA(ASLA)의 도입으로 일원화될 수 있음을 보였다.