• Journal of Service Research and Studies
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• v.6 no.3
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• pp.57-78
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• 2016

The purpose of this research is to study how service recovery activities influence customers' commodity churning in the media telecommunication industry(CATV industry). Put it differently, we tried to identify this change of commodity churning rates by the stages of service failures, by which we intend to emphasize the importance of service recoveries. Korean media telecommunication market has already been saturated; customers tend to move to bigger major companies with better customer care increasingly. As once customers gone never returns, CRM functions are being reinforced over the time. We were able to have the following results. First, turning rates, for those experienced service failure, who were dissatisfied with service recovery activities are 2~5 times (monthly average turning rates are 1.3%) higher than those satisfied. Secondly, active service recovery activities at the customer's service request after experiencing service failure lowered churning rates significantly. The most effective timing is service recovery activities pre-recovery stage. Thirdly, reward activities after service recovery activities at the immediate recovery stage is more effective than service recovery at the arranged recovery schedule and reward activities after customer's expressing churning intension. The implications of this study are that firms should engage in service recovery activities at the time of identifying service failures, prior to customer's expressing churning intention, which means relatively lower ROI for the service recovery activities than the times of customers' expressing churning intention.

• The Journal of Asian Finance, Economics and Business
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• v.5 no.3
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• pp.73-80
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• 2018

The growth of Bandung's tourism industry has had a massive impact on the hotel sector. Most tourists visiting Bandung are domestic tourists and tend to be modest spenders fitting the profile of a mid-market (2/3 star) hotel guest. As competition has increased mid-market hotels have come under pressure from upmarket (4/5 star) and budget hotels committed to cutting prices. There is also competition with the mid-market hotel sector, which means that the 2/3 star hotels have to keep innovating in order to remain competitive. This study uses the Service Quality framework to describe customer expectations and identify gaps in hotel services. A questionnaire survey of 105 local tourists who had stayed in 2/3 star hotels in Bandung showed that the most important dimension is responsiveness, following by reliability, assurance, tangibles and empathy. Thus we conclude that local tourists' primary expectations are that hotels will deliver the service they have promised, be responsive to guests' needs and comply with service standards. Furthermore, these findings validate the earlier prediction that comparing 2/3 star hotel with 5/4 start hotel, the customers are having preliminary knowledge on facilities limitation and friendliness. Tourists using 2/3 star hotels tend to be prepared to accept limited facilities and less friendly staff service.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.26 no.8A
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• pp.1398-1406
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• 2001

최근 초고속 통신망의 발전과 더불어 망을 통한 멀티미디어 서비스의 개발이 활발히 진행되고 있다. 특히 멀티미디어 서비스의 핵심 요소인 영상서비스에 관련된 많은 개발이 이루어졌다. 이러한 망에서의 영상서비스를 효과적으로 제공하기 위하여, 사용자로부터 요구되는 서비스 품질(QoS : Quality of Service)을 보장하고 관리하는 것이 서비스 제공의 핵심 사항이라 볼 수 있다. 최근 주문형 비디오(VoD : Video on Demand) 서비스와 같은 망을 통한 영상 전송이 실용화되고 있으며, 차세대 영상 압축 방식인 MPEG2 방식을 이용한 전송이 개발되고 있다. 이러한 망을 통한 MPEG2 서비스 시, 종단간의 QoS를 보장해 주기 위한 망 계층과 응용 계층간의 QoS 파라미터 측정과 이를 토대로 한 서비스 제공 및 관리가 필요하다. 본 논문에서는 MPEG2를 이용한 영상 전송 시 종단간의 QoS 측정을 위한 VoD 시스템 및 측정기 개발에 관해 논한다.

• The Journal of Korean Academic Society of Nursing Education
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• v.15 no.2
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• pp.205-215
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• 2009

Purpose: This paper was intended to identify various kinds of specialized in-service educational programs in the hospital. Method: The data was collected from June to July, 2006. The subjects were 67 general hospitals in Korea. Result: Specialized in-service educational programs were present at 36 general hospitals. Thirty-three programs were operating in the field of intensive care nursing. The purposes of specialized in-service education programs were to improve the quality of nursing care. Conclusion: Since the clinical nurse specialist was legally established in 2005 in Korea, various kinds of specialized in-service education programs for nurses are needed under the organized framework of the career development system.

• Journal of the Institute of Electronics Engineers of Korea TC
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• v.42 no.12
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• pp.25-30
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• 2005

We propose and design a fully conversed Ethernet and TDM transport system to guarantee qualify of service for Ethernet packet. Developed convergence system can support not only L2 VPN service and premium multimedia service based on MPLS protocol but also TDM leased line service, simultaneously. Developed convergence system has the advantage of providing high reliability that realizes high-quality and real time communications due to assign QoS profile and guarantee bandwidth per channel consist of VCGs without affect adjacent channels. Evaluation for proposed system was successfully performed within the ling network.

• The Journal of The Korea Institute of Intelligent Transport Systems
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• v.22 no.2
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• pp.117-132
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• 2023

Mobility as a Service(MaaS) is an integrated mobility service that enables flexible reservation and payments for various transportation services on one platform, including existing public transportation. To popularize MaaS, users need to be satisfied with the service, and the factors that lower satisfaction need to be improved. In this study, the structural equation model was used to identify the influence of factors on the overall satisfaction level. Improvement plans to increase user satisfaction were derived based on importance-satisfaction analysis and the decision tree model. The analysis revealed the level of connectivity in MaaS apps to be a significant factor that needs to be improved for a higher user satisfaction level of MaaS

• Korean Journal of Veterinary Research
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• v.33 no.2
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• pp.241-247
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• 1993

Forty day old piglets were intranasally inoculated with 2ml of Aujeszky's disease virus (NYJ-1-87 strain, $10^{7.0}$ $TCID_{50/0.2}ml$), and the viral antigens were detected in nasal and circulating white blood cells for 20 days after inoculation by immunocytochemical method. Antibody titers in the blood were also detected by neutralizing test and Aujeszky's disease serodiagnostic kit(Choong Ang) in this periods. 1. Viral antigens were detected by the immunocytochemical technigue, and positive reactions were observated in nasal cells from the 2nd to the l0th days after inoculation and circulated white blood cells from the 4th to the 12th days after inoculation. 2. In neutralization test antibodies levels showed titers of 2 on the 8th day, 8 on the l5th day, 16 on the 18th day and 32 on the 20th day after inoculation. In serodiagnostic kit test positive reactions were observed after the 15th day after inoculation.

• Journal of Korea Society of Digital Industry and Information Management
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• v.9 no.2
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• pp.41-54
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• 2013

In this paper, We collected location based services of the user's past moving paths through the GPS. Using the collected by location-based services through the analysis of the similarity between the user's of service level agreement recommended of mobile contact area(SLA) proposed that can be. S-RCA method based on Service Level Agreement of the users in order to provide the service user's path distance, time, and to predict the direction of the movement paths and collect. The data collected by the interests and requirements of users through classification with the same interests and the needs of users to move between the analysis of the similarity between the path is used to analyze the results of analysis of the path-specific tolerance range (distance, time, and space) is determined according to the difference in the contact area. From a small area of the error range for users first to recommended and through their smartphones recommended contact area (S-RCA) to meet with the other party to make a choice of recommended methods. We verify through experiments that proposed method(S-RCA) a valid and reliable mobile contact area were recommended.

• Proceedings of the KSR Conference
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• 2004.06a
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• pp.494-500
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• 2004

The purpose of this thesis is to know and understand the user requirements to provide with intelligent railway information service in response to the Ubiquitous environment. The railroad specially has a disadvantage of door-to-door service, however by using the information and communication techniques, we can provide the passengers who are using the intermodal transportation means with the realtime information, therefore we can overcome the above disadvantage. To deduce the passenger's needs for providing the future-type railway information service, we introduce the results of the questionnaire. In chapter 2, we studies on the concepts of intelligent railway information service, and in chapter 3, we investigate the cases of Japan and China, and in chapter 4, we study the passager's satisfaction by the questionnaire concerning the railway information service and suggest the needs for information offering.

• Korean Management Science Review
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• v.18 no.2
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• pp.11-24
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• 2001

To cope with the rapid emergence of competition, communication service providers are assigning marketers for the purpose of relationship marketing. However, the efficiency of relationship marketing has yet to be examined. This paper investigates the service quality determinants In relationship marketing through the telecommunication service marketers. By considering the specificity of the marketer´s role, the quality dimensions in SERVQUAL research have been modified. A survey has been conducted for the hypothesized seven quality dimensions. The results of the factor analysis show that the service quality determinants of relationship marketing are in fact four dimensions : empathy, reliability, image and tangibles. Here, the empathy dimension entails cost factor, and the reliability dimension includes responsiveness and assurance. The results also support the proposition, reported in SIRVPIRF research, that the quality of service should be measured only by the perceived achievement of the customer. This study provides useful insights into developing the strategy for effective relationship marketing.