A Study on Prediction of Suspension Time of Unmanned Light Rail according to Safety Personal Deployment (안전요원 배치 여부에 따른 무인운전 경전철의 운행중단 시간예측 연구)
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- Journal of the Korean Society of Safety
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- v.38 no.1
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- pp.87-92
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- 2023
The number of unmanned light rail train operators is continuously increasing in Korea. In a failure event during an operation due to the nature of the unmanned operation, recovery is performed based on the remote control. However, if remote recovery is not feasible, safety personnel arrive at the train to resume the train operation. There are regulations on safety personnel and the suspension time of the train operation. However, there is currently no rule for safety personnel deployment. Currently, railway operating organizations operate in three scenarios: safety personnel on board trains, stationed at stations, and deployed at major stations. Four major factors influence the downtime for each emergency response scenario. However, these four influencing factors vary too much to predict results with simple calculations. In this study, four influencing factors were considered as random variables with high uncertainty. In addition, the Monte Carlo method was applied to each scenario for the safety personnel deployment to predict train service downtime. This study found a 17% difference in train service suspension by safety personnel deployment scenario. The results of this study can be used in setting service goals, such as standards for future safety personnel placement and frequency of service interruptions.
1. Introduction Today Internet is recognized as an important way for the transaction of products and services. According to the data surveyed by the National Statistical Office, the on-line transaction in 2007 for a year, 15.7656 trillion, shows a 17.1%(2.3060 trillion won) increase over last year, of these, the amount of B2C has been increased 12.0%(10.2258 trillion won). Like this, because the entry barrier of on-line market of Korea is low, many retailers could easily enter into the market. So the bigger its scale is, but on the other hand, the tougher its competition is. Particularly due to the Internet and innovation of IT, the existing market has been changed into the perfect competitive market(Srinivasan, Rolph & Kishore, 2002). In the early years of on-line business, they think that the main reason for success is a moderate price, they are awakened to its importance of on-line service quality with tough competition. If it's not sure whether customers can be provided with what they want, they can use the Web sites, perhaps they can trust their products that had been already bought or not, they have a doubt its viability(Parasuraman, Zeithaml & Malhotra, 2005). Customers can directly reserve and issue their air tickets irrespective of place and time at the Web sites of travel agencies or airlines, but its empirical studies about these Web sites for reserving and issuing air tickets are insufficient. Therefore this study goes on for following specific objects. First object is to measure service quality and service recovery of Web sites for reserving and issuing air tickets. Second is to look into whether above on-line service quality and on-line service recovery have an impact on overall service quality. Third is to seek for the relation with overall service quality and customer satisfaction, then this customer satisfaction and loyalty intention. 2. Theoretical Background 2.1 On-line Service Quality Barnes & Vidgen(2000; 2001a; 2001b; 2002) had invented the tool to measure Web sites' quality four times(called WebQual). The WebQual 1.0, Step one invented a measuring item for information quality based on QFD, and this had been verified by students of UK business school. The Web Qual 2.0, Step two invented for interaction quality, and had been judged by customers of on-line bookshop. The WebQual 3.0, Step three invented by consolidating the WebQual 1.0 for information quality and the WebQual2.0 for interactionquality. It includes 3-quality-dimension, information quality, interaction quality, site design, and had been assessed and confirmed by auction sites(e-bay, Amazon, QXL). Furtheron, through the former empirical studies, the authors changed sites quality into usability by judging that usability is a concept how customers interact with or perceive Web sites and It is used widely for accessing Web sites. By this process, WebQual 4.0 was invented, and is consist of 3-quality-dimension; information quality, interaction quality, usability, 22 items. However, because WebQual 4.0 is focusing on technical part, it's usable at the Website's design part, on the other hand, it's not usable at the Web site's pleasant experience part. Parasuraman, Zeithaml & Malhorta(2002; 2005) had invented the measure for measuring on-line service quality in 2002 and 2005. The study in 2002 divided on-line service quality into 5 dimensions. But these were not well-organized, so there needed to be studied again totally. So Parasuraman, Zeithaml & Malhorta(2005) re-worked out the study about on-line service quality measure base on 2002's study and invented E-S-QUAL. After they invented preliminary measure for on-line service quality, they made up a question for customers who had purchased at amazon.com and walmart.com and reassessed this measure. And they perfected an invention of E-S-QUAL consists of 4 dimensions, 22 items of efficiency, system availability, fulfillment, privacy. Efficiency measures assess to sites and usability and others, system availability measures accurate technical function of sites and others, fulfillment measures promptness of delivering products and sufficient goods and others and privacy measures the degree of protection of data about their customers and so on. 2.2 Service Recovery Service industries tend to minimize the losses by coping with service failure promptly. This responses of service providers to service failure mean service recovery(Kelly & Davis, 1994). Bitner(1990) went on his study from customers' view about service providers' behavior for customers to recognize their satisfaction/dissatisfaction at service point. According to them, to manage service failure successfully, exact recognition of service problem, an apology, sufficient description about service failure and some tangible compensation are important. Parasuraman, Zeithaml & Malhorta(2005) approached the service recovery from how to measure, rather than how to manage, and moved to on-line market not to off-line, then invented E-RecS-QUAL which is a measuring tool about on-line service recovery. 2.3 Customer Satisfaction The definition of customer satisfaction can be divided into two points of view. First, they approached customer satisfaction from outcome of comsumer. Howard & Sheth(1969) defined satisfaction as 'a cognitive condition feeling being rewarded properly or improperly for their sacrifice.' and Westbrook & Reilly(1983) also defined customer satisfaction/dissatisfaction as 'a psychological reaction to the behavior pattern of shopping and purchasing, the display condition of retail store, outcome of purchased goods and service as well as whole market.' Second, they approached customer satisfaction from process. Engel & Blackwell(1982) defined satisfaction as 'an assessment of a consistency in chosen alternative proposal and their belief they had with them.' Tse & Wilton(1988) defined customer satisfaction as 'a customers' reaction to discordance between advance expectation and ex post facto outcome.' That is, this point of view that customer satisfaction is process is the important factor that comparing and assessing process what they expect and outcome of consumer. Unlike outcome-oriented approach, process-oriented approach has many advantages. As process-oriented approach deals with customers' whole expenditure experience, it checks up main process by measuring one by one each factor which is essential role at each step. And this approach enables us to check perceptual/psychological process formed customer satisfaction. Because of these advantages, now many studies are adopting this process-oriented approach(Yi, 1995). 2.4 Loyalty Intention Loyalty has been studied by dividing into behavioral approaches, attitudinal approaches and complex approaches(Dekimpe et al., 1997). In the early years of study, they defined loyalty focusing on behavioral concept, behavioral approaches regard customer loyalty as "a tendency to purchase periodically within a certain period of time at specific retail store." But the loyalty of behavioral approaches focuses on only outcome of customer behavior, so there are someone to point the limits that customers' decision-making situation or process were neglected(Enis & Paul, 1970; Raj, 1982; Lee, 2002). So the attitudinal approaches were suggested. The attitudinal approaches consider loyalty contains all the cognitive, emotional, voluntary factors(Oliver, 1997), define the customer loyalty as "friendly behaviors for specific retail stores." However these attitudinal approaches can explain that how the customer loyalty form and change, but cannot say positively whether it is moved to real purchasing in the future or not. This is a kind of shortcoming(Oh, 1995). 3. Research Design 3.1 Research Model Based on the objects of this study, the research model derived is
IP망을 활용한 VPN(Virtual Private Network)에서의 QoS 보장 메커니즘과 광대역폭 제공에 대한 해결책으로 차세대 광 인터넷을 통한 OVPN(Optical VPN) 기술이 제시되고 있다. 차세대 광 인터넷의 구현이 IP/GMPLS(Generalized MultiProtocol Label Switching) over DWDM(Dense Wavelength Division Multiplexing) 프로토콜 프레임워크로 표준화되고 있는 현실에 비추어, IP/GMPLS over DWDM 백본망을 통한 OVPN은 차세대 가상사설망으로써 멀티미디어 서비스 제공을 위한 최적의 방안이다. 이러한 차세대 멀티미디어 서비스 제공을 위한 OVPN에서는 서비스 클래스별로 차등화된 광 QoS 제공 및 보장 기술이 절실히 요구되고 있으므로, 본 논문에서는 차등화된 광 QoS 서비스(DOQS:Differetiated Optical QoS Service)를 제공하는 OVPN모델을 제시하고 제안된 DOQSOVPN 모델의 QoS 지원 광경로상에서의 QoS Failure에 대한 서비스별 차등화된 Recovery 능력을 갖는 QoS 보장 프로토콜 프레임워크를 제안한다.
This paper proposes a new integrated navigation system for a mobile robot in indoor environments. This system consists of five frameworks which are classified by function. This architecture can make the navigation system scalable and flexible. The robot can recover from exceptional situations, such as environmental changes, failure of entering the narrow path, and path occupation by moving objects, using the exception recovery framework. The environmental change can be dealt with using the probabilistic approach, and the problems with the narrow path and path occupation are solved using the ray casting algorithm and the Bayesian update rule. The proposed navigation system was successfully applied to several robots and operated in various environments. Experimental results showed good performance in that the exception recovery framework significantly increased the success rate of navigation. The system architecture proposed in this paper can reduce the time for developing robot applications through its reusability and changeability.
One of the fastest growing sector in tourism industry is MICE industry due to globalization among the countries in various parts including business, politics, and cultural exchange. The objectives of this research can be in two fold: firstly, to evaluate the convention service quality and categorize them into three groups, basic service, performance service and exciting service; secondly, to provide the exciting service as a recovery program to restore customer satisfaction and their intention to reuse when the basic or performance service failure occurs. The results are as follows: among the four dimensions of the service quality, only the availability of information and the employee's performance were effected by the exciting service quality. Secondly, employees's performance can only be effected by the exciting service when customer service factor is included prior to the events. Thirdly, the following dimensions of services were not selected to be effective by the exciting services: conditions of physical facility, related infra-structure, the process of customer service and the program. Fourthly, only the additional services and events were selected to be the effective exciting services for the recovery program.
The purpose of this study is to validate the failure attribution factors affecting emotional changes after a failed service by local restaurant users, and the relapse effects of the perceived failure of a customer's brand relationship. In this study, the implications of this study can be divided into the null theory and the homogenous theory, in which the study of the relationship between individual belief that influences the null theory and the post-gender emotional response is minimal. The independence of the crash response (angerous VS compassion) has been equally validated as building a belief-gathering-emotion three-step model. First, emotional BRQ (intimate and love) has a reduction effect on controllable geeks, and behavioral BRQ (relative existence) has an extended effect on controllable geeks. From a management perspective, restaurant managers should be less aware of the repeatability of a customer's service failure and call for customer sympathy. Integratedly, restaurant managers must control the customer's perception of service failure and restore the impact of the customer's BRQ on emotional reactions. A variety of service recovery measures should be established and the cerumen should be controlled. In addition, since BRQs have different effects on anger and sympathy (extended VS), different service failure recovery plans should be presented depending on the characteristics of the customer BRQ. For example, measures such as monetary compensation or fair dealing, emotional distribution to close and loving customers, and persuasion of reciprocal benefits to interdependent customers should be developed according to circumstances. This study explored the effectiveness of the geeks after a service failure and has limitations that do not take into account the various regulatory factors in the BRQ-return-Empression process. Thus, in further studies, the effects of adjusting service failure strength should be considered and a more complete model should be built.
This paper is to study for causality validation of relation of the repair justice and repair satisfaction, relation between repair satisfaction and re-purchasing with South Korea's most important express service users. Through this research, we would like to confirm to seriousness of the failure express service and effects of controlling effectively adjust in relation between repair impartiality and satisfaction of repairs. The results of the study show as below. First, the result shows the justice outcome in express service, interaction justice, outcome justice in the relation of satisfaction with repair have regardful effects to the satisfaction of repair. This result explains that interaction justice has a positive influence. Second, in the relations between the procedural justice in express service and the satisfaction of repair, it is presented that the procedural justice has not regardful effects and results show differences from other leading researches. This result explains that procedural justice has not a positive influence. Third, as analyzing seriousness of the failure express service, controlling regulation effect in the relation of repair justice and repair satisfaction, seriousness of interaction and controlling regulation effect are not regardful effect in this relationship. These results are explained that the seriousness or controlling of the failure express service have not a positive influence to the relation of repair justice and repair satisfaction. Finally, in the relation between repair satisfaction and the intention to use again, repair satisfaction has a regardful effect to intention to use again. This result explained that it has positive influence to repair satisfaction and the intention to use again.
Due to the change to the digital environments, the offer of services on the on-tine differs from one on the on-line. This paper Identifies what functions internet business organizations should fulfill to provide on-line services of good qualify and analyzes whether these functions lead effectively to the expected performance of Internet business firms. The components of service orientation in the Internet business organizations appear to be the servant leadership, customer treatment from the Internet service encounter, Internet service failure prevention and recovery, Internet service standards communication, Internet service training, and internet service rewards. Therefore, these determinants should be incorporated in the practices, Procedures, end routines of Internet business organizations in order to create and provide excellent Internet services. Furthermore, it is demonstrated that Internet service orientation has a significant effect on satisfaction by employees and customers, the value and quality of Internet service, and the firm's performance. This implies that the service orientation is an Important factor In the on-line service organizations and that the internet business can be successful when the service orientation is diffused throughout the firm's organizations. It is also shown that the important factors, which connect Internet service orientation and its performance, are the service quality, value of Internet service and customer satisfaction. That is, the service orientation can ultimately lead to the corporate performance when customers are satisfied after confirming the value and quality of Internet service by visiting the web site.
In this paper, we propose and evaluate symbol timing recovery algorithm for S-DMT cable modern, which supports more channels and better quality symmetric mutimedia service over HFC network. We adopt timing recovery algorithm of PN sequence insertion in time domain and evaluate the performance of it in various noise channel such as AWGN, ISI, impulse. We verified that performance of this algorithm is depends on the channel noise environment and sampling clock offset and that over 10 dB degradation of Eb/No is occurred at the timing failure probability of
Traditional infrastructure has been superseded by cloud computing, due to its cost-effective and ubiquitous computing model. Cloud computing not only brings multitude of opportunities, but it also bears some challenges. One of the key challenges it faces is recovery of computing nodes, when an Information Technology (IT) failure occurs. Since cloud computing mainly depends upon its nodes, physical servers, that makes it very crucial to recover a failed node in time and seamlessly, so that the customer gets an expected level of service. Work has already been done in this regard, but it has still proved to be trivial. In this study, we present a Cost-Time aware Genetic scheduling algorithm, referred to as CTaG, not only to globally optimize the performance of the cloud system, but also perform recovery of failed nodes efficiently. While modeling our work, we have particularly taken into account the factors of network bandwidth and customer's monetary cost. We have implemented our algorithm and justify it through extensive simulations and comparison with similar existing studies. The results show performance gain of our work over the others, in some particular scenarios.
. 3.2 Hypotheses 3.2.1 The Hypothesis of On-line Service Quality and Overall Service Quality shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient
shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient
QoS Guarantee Framework with QoS Recovery Mechanism in Next Generation OVPN
(차세대 OVPN에서 QoS Recovery 메커니즘 제공을 통한 QoS 보장 프레임워크)
Functionally Classified Framework based Navigation System for Indoor Service Robots
(기능별로 분류된 프레임워크에 기반한 실내용 이동로봇의 주행시스템)
A Study of Categorization of Service Recovery Factors in MICE industry by integrating Kano Model and Structural Equation Model
(Kano모형을 이용한 컨벤션서비스의 요인별 평가와 서비스회복에 관한 연구)
Examining the Relationship Among Restaurant Brand Relationship Quality, Attribution, and Emotional Response After Service Failure Experience
(서비스 실패 경험 후 레스토랑 브랜드 품질, 귀인 및 감정반응 관계분석)
A Study on The Failure and Recovery of Korean Express Enterprise's Services -Focusing on Moderating Effect of Severity and Control-
(한국 택배기업의 서비스 실패와 복구에 관한 연구 -심각성과 통제성의 조절효과를 중심으로-)
A Study on the Relationship Between e-Service Orientation and Performance of Internet Business Organization
(인터넷 비즈니스 조직의 e-서비스지향성 결정요인과 성과에 관한 연구)
Performance Evaluation of Symbol Timing Recovery Algorithm for S-DMT Cable Modern
(S-DMT 케이블 모뎀을 위한 심볼 타이밍 복원 알고리즘 성능평가)
CTaG: An Innovative Approach for Optimizing Recovery Time in Cloud Environment
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