• Journal of Korean Society for Quality Management
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• v.41 no.1
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• pp.95-108
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• 2013

Purpose: The purpose of this study is to identify the impact of TQM dimensions through service recovery justice on service quality and customer satisfaction. Methods: This study employed structural equation modeling methodology analyzing 265 samples collected. Results: This study found that TQM related factors had positive influence on service recovery justice in general. In specific, top management leadership and employee participation are the most important factors for the service recovery justice. Conclusion: This study reveals that service recovery justice has the positive impact on both service quality and customer satisfaction.

• Journal of Korea Multimedia Society
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• v.17 no.4
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• pp.490-505
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• 2014

IT governance in order to achieve the strategic goals of the organization, leadership, organizational structure, and the process is defined. In order to achieve IT governance, organizational structure, leadership for spindle formation, maintenance, and standardized processes to specific and an effective ITIL (Information Technology Infrastructure Library) management model is needed. In this study, the K Authority Management Model of IT Governance ITIL - based research on service delivery and customer satisfaction through the effective information for ITSM (Information Technology Service Management, IT Service Management) building measures, information for business planning and performance management PMS (Project Management System, project Management System), survey on ICT service levels established through the process of planning and construction management models such as ITIL future research on the public portion of the proceeds from the ITIL management model can be utilized as a guideline when establishing a theoretical presents a base.

• Culinary science and hospitality research
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• v.12 no.3 s.30
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• pp.201-218
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• 2006

This research has attempted to asses the relationship between trust management, the element of service discretion act, and the quality of the service. The research model and assumption have been set up based on such a theoretical research and the demonstrative analysis of the customer-encountering employees of five-star hotels in Seoul. The results of the study are as follows; First, the rationalization of management can be achieved by improving the service through having a command of trust management as a management strategy. Second, there has been significant differences between variables such as the degree of importance and accomplishment of trust management. And it tells us that it is necessary to improve the range of service discretion acts up to the level where the difference between importance and accomplishment is not in existence. Third, the variable changes according to demographic characteristics show us the necessity of providing individualized education by recognizing the differences among groups. Fourth, the trust management has a considerable effect on the quality of the service, and this indicates that the quality of the service can be improved through expanding the range of service discretion acts of customer-encountering employees.

• Journal of Service Research and Studies
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• v.10 no.2
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• pp.17-29
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• 2020

This study was performed to derive a modern service management model reflecting the philosophy of the new business administration. Service management as the modern business administration should be faithful to the spirit of modernity. In addition, service management must be faithful to the essence of service in service economy era. And since modern management is to manage organizations those are the central organizations of human society, it must be managed according to the common principles of the world. Management that satisfies these three management philosophy conditions is defined as modern service management. In this study, we analyzed that the existing service management framework does not meet these standards of modern management and derived an improved modern service management model. The modern service management model must be a management model that reflects the essence of intangible goods called service, it must be a management framework that reflects the modern spirit, and it must be a management model that reflects the common principles of the world required by the central organization of the modern economic society. Therefore, this study analyzed the modern spirit in addition to the service essence and the common principle of the world analyzed in the previous study, and presented a modern service management model with these three requirements. Also, examples of modern service management were presented. This study is a conceptual model, and analytical research is needed to demonstrate that this management model can consistently produce excellent management performance by strengthening empirical studies in the future.

• Journal of Korean Society for Quality Management
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• v.30 no.4
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• pp.120-136
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• 2002

The CRM is the process of integrated customer management to increase the profitability of firm as a maximizing the consumer's value and supplying the high quality product or service. The Post Information Service Headquarter was recognizing the importance of CRM and constructed the customer relationship management system that based on CRM, steadily has made an endeavor for operating to improve the job operation such as posting, banking and insurance. This research analysed the impact of service quality on the customer satisfaction in the Korea Post Office. First of all, we review the existing literature on measurement of service quality and management. As a result of this review and survey of the employer in post office, nineteen factors emerged as important to the service management of The Korea Post Office; Postal Services, Banking Services, Insurance Services. The regression analysis was utilized for analyzing the influence of service quality factors upon the customer satisfaction. Results show that service quality factors have a statistically significant impact on the customer satisfaction of the Korea Post Office.

• Journal of Digital Convergence
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• v.8 no.2
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• pp.217-228
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• 2010

There are two streams on e-Learning. The first one is to create new value through aligning products included information systems and service. The second one is to utilize the service system and the service process for service systematization. The service system is made up human, technology, value proposition, service network, and shared information. The service process consists of design, development, operation and evaluation phases. In this paper, we design and implement the evaluation management of e-learning service based on the service science. The evaluation management service is sets of evaluation type management, general review management, award management, evaluation sheet management and evaluation result management. Feature of this paper is that we can service with different criteria to learner, guardian and evaluator. The worthy of this paper is that we construct service oriented environment possible to systematize evaluation work easily and provide evaluation results clearly.

• Journal of the Korea Society of Computer and Information
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• v.21 no.3
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• pp.39-45
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• 2016

In this paper, we propose a log management service model for efficient developments of android applications. The proposed model consists of two major parts which are the log collector and the log manager service. The log collector can capture the log information of a target application without modifications, because the collector is composed by aspect-oriented programming. The collected logs are transformed to chunk of data, and the chunk of data is sent to the log management service. The log management service is an android service component and an independent application in another process. So, the log management service can reduce the workload of logging in the target application. Through a case study, we show that the proposed log management service model can reduce the log processing time compared to other models without modifications of a target application.

• Journal of the Korea Institute of Information Security & Cryptology
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• v.22 no.1
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• pp.155-167
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• 2012

Cloud computing service is a next generation IT service which has pay-per-use billing model and supports elastically provisioning IT infra according to user demand. However it has many potential threats originating from outsourcing/supporting service structure that customers 'outsource' their own data and provider 'supports' infra, platform, application services, the complexity of applied technology, resource sharing and compliance with a law, etc. In activation of Cloud service, we need objective assessment standard to ensure safety and reliability which is one of the biggest obstacles to adopt cloud service. So far information security management system has been used as a security standard for a security management and IT operation within an organization. As for Cloud computing service it needs new security management and assessment different from those of the existing in-house IT environment. In this paper, to make a Information Security Management System considering cloud characteristics key components from threat management system are drawn and all control domain of existing information security management system as a control components are included. Especially we designed service security management to support service usage in an on-line self service environment and service contract and business status.

• Korean Journal of Community Nutrition
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• v.7 no.3
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• pp.361-372
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• 2002

The purpose of this study was to investigate the operation and management systems of the school food services in Korea and to provide useful data for improving the quality of the school food services. This study was conducted in school food service operations nationwide using a written questionnaire. The questionnaires were mailed to the dieticians of three types of school food service systems-conventional, commissary, and joint-management. Of the 660 schools that participated in this study, the responses from 212 conventional system, 212 commissary system and 200 joint-management system services were selected for analysis. Statistical analysis was performed utilizing the SAS/Win 6.12 program so as the provide a descriptive statistics. The main results of this study can be summarized as follows: The average number of meals served per day was 1014, 738 and 695 in the conventional food service, the commissary food service and the joint-management flood service systems, respectively. Over half (58.9%) of food service facilities were utilizing computer programs for their operations. Most of the commissary flood service systems (52.4%) had a satellite school and served a maximum of 2000 meals per day. In most of the joint-management food service systems (87.1%), the number of food service schools managed was two and a maximum of 3330 meals were sewed. Only one dietician was posted irrespective of the school food service system. The mean hours of work by the dietician per day was 8.9, 8.6 and 8.6 in the conventional food service, the commissary flood service and the joint-management food service systems, respectively. The principal work functions of cook personnel were cooking and cleaning.

• The Journal of Society for e-Business Studies
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• v.7 no.3
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• pp.21-48
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• 2002

ebXML is the international technical framework specification that enables Internet-based B2B electronic business using XML, It was standardized by UN/CEFACT and OASIS on May 2001. Registry and Repository is the core of ebXML. It supports registry services which is composed of object management service and object query management service. The object management service manages the object's life cycle and the object query management service provides a mechanism to approach metadata of stored objects. Up to now, implementations of ebXML Registry object query management system don't support full functions of the specification completely. We implemented all the functions of ebXML Registry Service Specification vl.0. This system supports Browse ＆ Drilldown Query, Filter Query, SQL Query, and Object Retrieval Query services. And it also supports Content-based Query service which is not specified in the ebXML RS specification. The Content-based Query service is a repository service which makes it possible In pose content based queries of repository items and which will be specified on the RS specification v2.0.