• 품질경영학회지
• /
• 제44권2호
• /
• pp.265-276
• /
• 2016

Purpose: This paper reviews the papers on service quality issues which are published in the Journal of the Korean Society for Quality Management (KSQM) since 1965. The literature review is purposed to survey a variety of service quality issues for several categories in terms of industry as well as research model. Methods: By use of the double diamond design process model 71 papers are analyzed 4 stages which are discover, define, develop and deliver. And all of service quality issues are classified into 4 categories: service factory, mass service, service shop and professional service by the service process matrix typology. Results: According to this review, there are several features of research trends. There are 'from physical service to information-intensive service pattern' and 'from private sector to public sector pattern'. And the Kano model has been a steady-selling model to measure the service quality as like a SERVQUAL. Another meaningful issue was a convergency of the research method and tools such as BSC, CRM, AHP, DEA, Information System, Systgem Dynamics and 6 Sigma. Conclusion: The review paper is expected to provide future direction to improve service quality theories and applications. There are three future research topics: Application area, measurement model and research purpose.

• 산업공학
• /
• 제20권3호
• /
• pp.333-338
• /
• 2007

As the logistics management becomes more important with the enormous amount of competition at every level of apparel retailing, the Korean apparel companies are expanding logistics outsourcing for providing to consumers better service. This paper studied about apparel logistics service quality, focusing on the transport part. The results of this study showed that the apparel companies evaluated highly their logistics outsourcing service quality that provided from the logistics companies. The logistics companies were providing high quality logistics service to the apparel companies with relatively advanced service infrastructures such as transportation management system and logistics network, as well as improved service abilities such as exact transport and relationship management. Also, it was identified that the satisfaction with apparel transport service quality gave positive influence on recontract intention toward the logistics companies.

• 한국항공운항학회지
• /
• 제23권4호
• /
• pp.109-116
• /
• 2015

The more advanced IT and mobile technologies get, the smarter customers become in the use of airline services. Using an airline, passengers are expecting more value than what airline're willing to provide them. Therefore this paper tries to find out the effect of airline staff's perception of airline's service management strategies to realize passengers' value based on previous oversea's research results. First of all, this paper provides t-test analysis results between passengers and airline staff regarding the perception of airline's service management strategy and customer orientation. Moreover, it was analyzed how the staff's understanding of the upper management's decision on service strategies would results in meeting customer's expecting values through such mediating variables as job satisfaction and customer orientation. It was proven the perception of service management strategies by staff played a very important role to realize customer's value.

• 한국컴퓨터정보학회지
• /
• 제14권2호
• /
• pp.109-115
• /
• 2006

이 논문에서는 OSGi 서비스 프레임워크 환경에서 발생할 수 있는 보안 요구 사항 중에서 서로 다른 번들의 서비스간의 상호 작용에서 발생할 수 있는 접근 제어(access control)문제를 설명하고 이를 만족시킬 수 있는 구체적인 서비스 보안 모델을 제시하였다. 특히 번들이나 서비스에 대한 접근 통제를 유연성과 확장성이 보장되는 방식으로 처리 할 수 있도록 번들에 포함된 파일 형식으로 명시될 보안 정책(security policy)의 구성요소와 의미론을 정의한다. 또한, 원격 관리 서비스를 위한 효율적인 서비스 구조를 제안하였다.

• 한국컴퓨터정보학회논문지
• /
• 제27권5호
• /
• pp.127-138
• /
• 2022

본 논문에서는 금융권 DID(Decentralized Identity) 서비스 체계의 표준 방식을 준수하는 가운데 체계적인 검증 방식을 통하여 개인 정보나 자격 증명을 유연하게 제어할 수 있는 블록체인 기반의 DID 서비스인 FinDID(Financial Decentralized IDentity)를 제시한다. DID는 특정 인증기관 없이 탈중앙화 환경에서 활용하는 신원 관리 체계이며, 사용자가 자신의 정보를 제어할 수 있는 기술로서 사용자 자신의 개인정보에 대한 자기 주권화를 실현할 수 있다. FinDID을 통하여 사용자는 자신의 여러 개인정보를 인증하는 크리덴셜을 발급자에게 발급받아 개인 전자지갑을 이용해 타겟금융 서비스가 필수적으로 요구하는 클레임만을 크리덴셜에서 선택하여 프레젠테이션을 생성하고, 이를 금융 서비스에게 제출하여 자신의 서비스 이용자격을 부여받는다. FinDID는 전자지갑, 크리덴셜 발급자, 크리덴셜 저장소 그리고 DID 관리 컨트랙트 및 크리덴셜 관리 컨트랙트를 포함하는 DID 서비스 및 이러한 서비스 체계를 이용하는 금융서비스로 구성된다. DID 서비스는 각 사용자의 DID를 관리하고 관련된 신원 관리체계의 모든 검증과정을 지원한다.

• International Journal of Quality Innovation
• /
• 제8권1호
• /
• pp.76-86
• /
• 2007

This paper reports on a study investigating key attributes of service recovery strategies in internet shopping mall. In theses day, service recovery has received important attention in the service operation management literature. Service recovery involves those actions designed to resolve problems, alter negative attitudes of dissatisfied consumers and to ultimately retain these customers. The study examined that service recovery strategies (apology, compensation) impact on the customer satisfaction. And customer satisfaction impacts on customer loyalty with SEM (Structural Equation Modeling). This study can be used a strategic implication for internet shopping mall managers to develop successful service recovery strategies.

• Asia pacific journal of information systems
• /
• 제23권1호
• /
• pp.87-106
• /
• 2013

In the service-oriented economy, knowledge and skills are considered core resources to secure competitive advantages and service innovation. Knowledge management capability, which facilitates to produce, share, accumulate and reuse knowledge, becomes as important as knowledge itself to create service value. Along with knowledge management capability, dynamic capability and operational capability are the key capabilities related to managing service delivery processes. Previous studies indicated that these three capabilities are related to service innovation. Although separately investigate the relationship between the three capabilities. The purpose of this study is 1) to define variables that have effects on service innovation including knowledge management capability, dynamic capability and operational capability, and 2) to empirically test to identify relationship among variables. In this study, knowledge management capability is defined as the capability to manage knowledge process. Dynamic capability is regarded as the firm's ability to integrate, build, and reconfigure internal and external competences to address rapidly changing environments. Operational capability refers to a high-level routine that, together with its implementing input flows, confers upon an organization's management a set of decision options for producing significant outputs of a particular type. The proposed research model was tested against the data collected through the survey method. The survey questionnaire was distributed to the managers who participated in an educational program for management consulting. Each individual who answered the questionnaire represented a knowledge based service firm. About 212 surveys questionnaires were sent via e-mail or directly delivered to respondents. The number of useable responses was 93. Measurement items were adapted from previous studies to reflect the characteristics of the industry each informant worked in. All measurement items were in, 5 point Likert scale with anchors ranging from strongly disagree (1) to strongly agree (5). Out of 93 respondents, about 81% were male, 82% of respondents were in their 30s. In terms of jobs, managers were 39.78%, professions/technicians were 24.73%, researchers were 12.90%, and sales people were 10.75%. Most of respondents worked for medium size enterprises (47,31%) in their, less than 30 employees (46.24%) in their number of employees, and less than 10 million USD (65.59%) in terms of sales volume. To test the proposed research model, structural equation modeling (SEM) technique (SPSS 16.0 and AMOS version 5) was used. We found that the three organizational capabilities have influence on service innovation directly or indirectly. Knowledge management capability directly affects dynamic capability and service innovation but indirectly affect operational capability through dynamic capability. Dynamic capability has no direct impact on service innovation, but influence service innovation indirectly through operational capability. Operational capability was found to positively affect service innovation. In sum, three organizational capabilities (knowledge management capability, dynamic capability and operational capability) need to be strategically managed at firm level, because organizational capabilities are significantly related to service innovation. An interesting result is that dynamic capability has a positive effect on service innovation only indirectly through operational capability. This result indicates that service innovation might have a characteristics similar to process innovation rather than product orientation. The results also show that organizational capabilities are inter-correlated to influence each other. Dynamic capability enables effective resource management, arrangement, and integration. Through these dynamic capability affected activities, strategic agility and responsibility get strength. Knowledge management capability intensify dynamic capability and service innovation. Knowledge management capability is the basis of dynamic capability as well. The theoretical and practical implications are discussed further in the conclusion section.

• 대한지역사회영양학회지
• /
• 제18권2호
• /
• pp.142-153
• /
• 2013

The purpose of the study was to examine nutritional management and nutritional care demands of home-visit care service and the nutritional status of serviced elderly. The survey was carried out from $5^{th}$ to $21^{st}$ of January, 2011 among 37 In-Home Service institutions. The number of elderly surveyed by 143 care helpers was 281. Analysis was performed for 203 subjects (male: 44, female: 159). The age distribution was from 50 to 99 years. The grading by long-term care insuranceshowed 18,2% on level 1 and 2, and 81.8% on level 3. For the disease treatment, the proportion of implementing diet treatment turned out to be very low. The proportion of subjects living with their children was 45.3%, and living alone was 29.1%. The proportion of home-visit care among types of In-Home Service was 70%. Subjects who needed additional necessary diet management service turned out to be 40.9%. Diet management was the most necessary services from all levels. MNA (specifiy MNA) scores were significantly (p < 0.001) associated with BMI, mid-arm circumference (MAC), calf circumference (CC), intake problems, and weight loss during the last 3 months. For studied elderly, 45.3% were malnourished, and 46.8% were at the risk of malnutrition by MNA score. Based on the result of this survey, the nutritional care was not systematic on the In-Home Service. Prevention and management of the disease was much better than the treatment to improve the quality of life. We conclude that nutrition management is necessary for the elderly. To improve nutritional status of elderly in home care services, systematic nutrition management should be implemented.

• 품질경영학회지
• /
• 제29권2호
• /
• pp.93-103
• /
• 2001

This study examined the social perceptions on the women work force in Korean service industries. 100 questionnaires per each of five service industries, hotel, PCS, department store, general hospital and bank (500 altogether) were distributed to general consumers to measure perceived service quality and perceptions on the women employees in the those service industries. It was found that consumers were not very satisfied with the service quality of the industries. They felt the necessity of women workforce in service industry and agreed to that women employees posessed management quality and had potential to develop.

• 보건행정학회지
• /
• 제11권4호
• /
• pp.21-37
• /
• 2001

The purpose of this study is to examine internet agent of IT(Information Technology) in health care industry Since IT is essential for corporate strategy in service management, this section examines IT in health care service, especially from the view of 'Agent Technology' that has been recently issued. Intelligent agent is a new paradigm for developing software applications. More than this, agent-based computing has been hailed as 'the next significant break-through in software development' and 'the new revolution in software'. And health care service is a non-mechanic, human-based service. This paper reviewed what possible suggestions or advices can be made to the health care service. Since many health care services using internet have been attempted over the recent years, this study will hopefully be able to come up with good suggestions from many aspects. Thus, information inequality between producer(physician) and consumer(patient) in health care service will be decreased through the introduction of agent technology.