• Journal of Distribution Science
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• v.18 no.2
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• pp.91-98
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• 2020

Purpose: This research aimed to suggest retailing companies some ways to enhance customer satisfaction with service recovery and recommendation intention towards these companies. For this purpose, current study examined the relationships among service recovery justice, service failure severity, customer trust, recovery satisfaction and intention to recommend and the moderating role of ego-resilience. Research design, data and methodology: Current study developed a structural equation model in which perceived service recovery justice is a predictor, service failure severity, customer trust, recovery satisfaction are mediators, intention to recommend is a dependent variable and the ego-resilience is a moderator between the perceived service recovery justice and the customer trust and the recovery satisfaction. Data were collected from customers who experienced service failures from retailers. A total of 400 questionnaires were collected and 365 samples were used for analysis after deleting data having missing value. SPSS 25.0 and AMOS 24.0 were used to test the validity, reliability, and structural equation modeling. Results: Empirical results showed that the perceived service recovery justice had a negative influence on the perceived service failure severity and a positive influence on the customer trust and the recovery satisfaction. These results indicate that when customers perceive the service recovery justice more highly, they perceive the service failure less severe but they perceive the retailer more trustworthy and are satisfied with service recovery. In addition, the customer trust and the recovery satisfaction had a positive influence on the intention to recommend. These results indicate that when customers perceive the retailer more trustworthy and are satisfied with service recovery, they are more intend to recommend the retailer. Moreover, the influence of the perceived service recovery justice on the customer trust and the recovery satisfaction was moderated by the ego-resilience. Conclusions: This study contributed to the service recovery literature by proving the relationship among service recovery justice, service failure severity, customer trust, recovery satisfaction and intention to recommend. Moreover, current research introduced the ego-resilience into service recovery research area and revealed the moderation role of the ego-resilience. Managerially, this research suggested retailing companies some ways to effectively recover from service failure.

• Proceedings of the Korean DIstribution Association Conference
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• 2001.11b
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• pp.277-304
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• 2001

• Proceedings of the Korean DIstribution Association Conference
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• 2003.05a
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• pp.215-224
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• 2003

• Journal of Distribution Science
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• v.1 no.1
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• pp.25-38
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• 1999

• The Transactions of the Korean Institute of Electrical Engineers A
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• v.51 no.5
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• pp.217-224
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• 2002

This paper presents an algorithm to obtain an approximate optimal solution for the service restoration and load balancing of large scale radial distribution system in a real-time operation environment. Since the problem is formulated as a combinatorial optimization problem, it is difficult to solve a large-scale combinatorial optimization problem accurately within the reasonable computation time. Therefore, in order to find an approximate optimal solution quickly, the authors proposed an algorithm which combines optimization technique called cyclic best-first search with heuristic based feeder loadings balance index for computational efficiency and robust performance. To demonstrate the validity of the proposed algorithm, numerical calculations are carried out the KEPCO's 108 bus distribution system.

• International Commerce and Information Review
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• v.8 no.4
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• pp.343-368
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• 2006

The rapid expansion of regionalism has resulted in the creation of blocs of the global economy, so that those countries not belonging to one or more blocs can be discriminated. The purpose of this paper is to examine the competition policy theoretically, international background with issues, and discussion trend of global enterprise. By doing them, this paper suggests the responsive plan, future prospects, and policy directions for the competition policy by distribution service. There is not a statistically significant relationship between international diversification strategy and firm performance. However, we observed some tendency that the larger the firm size, the higher the firm performance, assuming the degree of international diversification or multinationality to be constant. However, the export productivity increase after 1~2 years, and there exits a clear evidence that the innovation investment increases a firm's export competitiveness as time goes on.

• Journal of the Korean Mathematical Society
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• v.32 no.2
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• pp.211-236
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• 1995

The purpose of this paper is to provide a transient diffusion approximation of queue size distribution for M/G/m/N system. The M/G/m/N system can be expressed as follows. The interarrival times of customers are exponential and the service times of customers have general distribution. The system can hold at most a total of N customers (including the customers in service) and any further arriving customers will be refused entry to the system and will depart immediately without service. The queueing system with finite capacity is more practical model than queueing system with infinite capacity. For example, in the design of a computer system one of the important problems is how much capacity is required for a buffer memory. It its capacity is too little, then overflow of customers (jobs) occurs frequently in heavy traffic and the performance of system deteriorates rapidly. On the other hand, if its capacity is too large, then most buffer memories remain unused.

• Journal of Distribution Science
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• v.12 no.9
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• pp.65-72
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• 2014

Purpose - This study aims to provide a brief understanding of usability and its extended models with TAM as well as identifying additional determinants that had been suggested in previous studies on mobile services. Research design, data, and methodology - Empirical data were collected by conducting a field survey of potential mobile application service users. The call for participation was also made in mobile related application issues, which were widely discussed. Result - The ease of use and usefulness had a significantly positive influence on attitude and intention. It also was revealed that added value services can offer practical value to customers. Thus, positive attitudes toward the adoption of services by customers are present when they perceive higher usefulness and ease of use of mobile application services. Conclusion - It was indicated that customers who are more inclined to try new products or who have a higher demand for new things tend to think about those functionalities and added value mobile application services from the perspective of usefulness and ease of use and operation.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2015.10a
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• pp.603-606
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• 2015

The post-production of smart farming defines the stage that the final products are delivered from producer to consumers via market on ICT network. It deals with the process of product packaging and distribution from producer to consumer with marketing strategy. This focus on reference model for post-production service including specialization, centralization of product delivery, and just-in-time delivery, and marketing system on the network. It defines a significant function component on post-production stage. The producer plays a significant role in economy being one of the main contributors to the many customers. This articles suggest the effective product distribution service which requires delivering the right product, in the right quantity, in the right condition, to the right place, at the right time, for the right cost, and encompassing global marketing based on ICT network, will be provided[1].

• Journal of the Korea Safety Management & Science
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• v.11 no.3
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• pp.139-148
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• 2009

In a real-life supply chain environment, demand forecasting is usually represented by probabilistic distributions due to the uncertainty inherent in customer demands. However, the customer demand used for an actual supply chain planning is a single deterministic value for each of periods. In this paper we study the choice of single demand value among of the given customer demand distribution for a period to be used in the supply chain planning. This paper considers distributed multi-echelon supply chain and the objective function of this paper is to minimize the total costs, that is the sum of holding and backorder costs over the distribution network under the service level constraint, by using demand selection scheme. Some useful findings are derived from various simulation-based experiments.