• Journal of Korean Society for Quality Management
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• v.47 no.2
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• pp.327-344
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• 2019

Purpose: This study aims to conduct a systematic literature review to suitably identify wide and specific issues and topics on service quality in supply chain. Methods: This study is to investigate service quality in supply chain research using a systematic literature review methodology. In order to extract influential journals and papers, we used the SJR impact factor provided by the SCOPUS database. The collected 169 papers were analyzed using bibliometric analysis, citation analysis as well as keywords network. Results: We conducted a bibliometric analysis to identify top authors contributing to service quality in supply chain and their issues, and further examined important keywords and new emerging keywords. In addition, we extracted five influential papers by PageRank to clarify critical issues and divided into five clusters to identify topics of service quality in supply chain by using network-based approach. In order to examine comprehensive issues and topics of service quality in supply chain, we constructed a keyword network to observe difference in the classification of important keywords across network centrality measures. Conclusion: Our study reviewed literature on service quality in supply chain and explored the future directions and trends of service quality in supply chain.

• Journal of Korean Society for Quality Management
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• v.47 no.2
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• pp.381-395
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• 2019

Purpose: This study aims to conduct a systematic literature review to suitably identify wide and specific issues and topics on service quality in supply chain. Methods: This study is to investigate service quality in supply chain research using a systematic literature review methodology. In order to extract influential journals and papers, we used the SJR impact factor provided by the SCOPUS database. The collected 169 papers were analyzed using bibliometric analysis, citation analysis as well as keywords network. Results: We conducted a bibliometric analysis to identify top authors contributing to service quality in supply chain and their issues, and further examined important keywords and new emerging keywords. In addition, we extracted five influential papers by PageRank to clarify critical issues and divided into five clusters to identify topics of service quality in supply chain by using network-based approach. In order to examine comprehensive issues and topics of service quality in supply chain, we constructed a keyword network to observe difference in the classification of important keywords across network centrality measures. Conclusion: Our study reviewed literature on service quality in supply chain and explored the future directions and trends of service quality in supply chain.

• Journal of Information Technology Applications and Management
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• v.31 no.1
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• pp.163-175
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• 2024

This study conducts topic modeling analysis on four electric scooter sharing platforms: Alpaca, SingSing, Kickgoing, and Beam. Using user review data, the study aims to identify key topics and issues associated with each platform, as well as uncover common themes across platforms. The analysis reveals that users primarily express concerns and preferences related to application usability, service mobility, and parking/accessibility. Additionally, each platform exhibits unique characteristics and challenges. Alpaca users generally appreciate convenience and enjoyment but express concerns about safety and service areas. SingSing faces issues with application functionality, while Kickgoing users encounter connectivity problems and device usability issues. Beam receives overall positive feedback, but users express dissatisfaction with application usability and parking. Based on these findings, scooter sharing service providers should focus on enhancing application features, stability, and expanding service coverage to meet user expectations and improve customer satisfaction. Furthermore, highlighting platform-specific strengths and providing tailored services can enhance competitiveness and foster continuous service growth and development.

• Journal of Korean Institute of Industrial Engineers
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• v.35 no.4
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• pp.226-247
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• 2009

The competitiveness of the service sector is driven by its productivity. Services innovation is essential to enhancing service productivity. This paper first presents a framework for services innovation. The framework consists of three main phases of a service lifecycle (namely, service development, service operation, and service improvement), which are supported by IT infrastructure and service R&D management functions. This paper then identifies major research issues that should be investigated in the near future. The current issues of three representative service industries (namely, healthcare service, telecommunications service, and financial service) are also discussed.

• Perspectives in Nursing Science
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• v.8 no.2
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• pp.121-128
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• 2011

Sensitive issues are both common and problematic for health care providers because sensitive issues may interfere with the future provider-client relationship and effective care. Most current training for providers focuses on a particular issue, but this is inadequate because many issues may be sensitive, and which issues will be sensitive is unpredictable. We argue that issues become sensitive when they activate one or more of three common triggers, fear, stigma, and taboo. A cycle of negative internal and interpersonal responses to the sensitive issue often leads to unresolved health issues for clients and stress and feelings of inadequacy for providers. We recommend integrated pre-service and in-service skill building to help individual health care providers respond appropriately to a wide variety of sensitive issues. We also identify specific policies and procedures to strengthen organizational support for caregivers so that providers can address these sensitive issues effectively with their clients.

• Journal of Korean Society for Quality Management
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• v.44 no.2
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• pp.265-276
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• 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.

• Journal of Community Nutrition
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• v.8 no.1
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• pp.44-57
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• 2006

This study intended to enhance understanding of concept and measurement of service quality and analyzed studies investigating dimension and attributes of service quality in both Korea and international foodservice industries. This study summarized many methodological issues related to service quality measurement, especially SERVQUAL. SERVQUAL has been criticized because performance-expectation difference operationalization threatened reliability and discriminant validity including shared method variance. Researcher suggests that future studies should understand clearly the concept of service quality and methodological issues of SERVQUAL prior to adapting SERVQUAL itself.

• ETRI Journal
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• v.37 no.2
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• pp.369-379
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• 2015

Fault management of virtualized network environments using user-driven network provisioning systems (NPSs) is crucial for guaranteeing seamless virtual network services irrespective of physical infrastructure impairment. The network service interface (NSI) of the Open Grid Forum reflects the need for a common standard management API for the reservation and provisioning of user-driven virtual circuits (VCs) across global networks. NSI-based NPSs (that is, network service agents) can be used to compose user-driven VCs for mission-critical applications in a dynamic multi-domain. In this article, we first attempt to outline the design issues and challenges faced when attempting to provide mission-critical applications using dynamic VCs with a protection that is both user-driven and trustworthy in a dynamic multi-domain environment, to motivate work in this area of research. We also survey representative works that address inter-domain VC protection and qualitatively evaluate them and current NSI against the issues and challenges.

• Architectural research
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• v.18 no.1
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• pp.21-29
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• 2016

Importance of FM has rapidly increased because of its growing business. However, due to lack of clarity and identity of FM in professional areas, standardization of FM became to be imperative in such a rapidly changing global business environment. Facility services are defined as the provision of support the primary activities of an organization, delivered by an internal or external provider. Majority of FM activities are services related to 'space and infrastructure' and 'people and organization' (CEN, 2011). The purpose of this study is to investigate definitions and characteristics of FM from both globally and domestic environment, by comparison with international or national standards, to identify quality management in FM and service characteristics of FM, to investigate the differences in service level elaboration in FM, and to suggest standard issues of quality management in FM service quality. This study examines contents of the European Standards in FM, Part 3 'Guidance on quality in Facility Management, especially for the process of QM standardized by CEN (2011) and explores undefined issues such as service level, measurement metrics according to service characteristics of FM. The European FM Standard guides the common process of QM in terms of requirements specification, service level elaboration, measurement metrics development although it does not specifically address various service levels, specific performance metrics and indicators.

• Proceedings of the Korean Institute of Communication Sciences Conference
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• 1991.10a
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• pp.155-158
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• 1991

In this paper, we investigate key issues and the CCITT activities related to the quality of service in the B-ISDN based on the ATM. We first clarify the relationships between the QOS(Quality of Service). NP(Network Performance), and GOS(Grade of Service). Using the GOS, network design and tuning method is suggested. Also, we examine the performance impairments and key NP parameters in ATM networks.