• Journal of Information Technology Services
• /
• v.9 no.1
• /
• pp.141-156
• /
• 2010

Service industry has become the integral part of economy. And the activation of industry requires a scientific and systematic approach. As one of these kinds of efforts, IBM presented a service model which consisted of strategies, processes, technology, manpower and so on through Service Science. And IBM raised the needs of considering the main issue and methodology of service model's scientific approach. On that account, this study worked out factorial definitions and measurable items by the four components of service model presented by Service Science in order for it to be measured through studies on related literature and interviews of specialists. In order to prepare an opportunity of categorizing the conception of the service model of which character was strongly intangible and of systematically approaching to it, the investigator examined related literature and applied it QFD methodology. Through this kind of redefinition, the investigator concretely conceptualized the service model which was standstill at the level of theoretical approach so far and presented guidelines with which researchers could classify it more concretely. In addition, the investigator tried to present a systematic frame which could be applied to business by working-level officials or decision-makers. Therefore, the investigator expects that study findings will be used as references for the design or implementation of service-oriented business model.

• The Journal of Information Systems
• /
• v.16 no.3
• /
• pp.69-90
• /
• 2007

Recently, Service Level Management(SLM) including SLA has been developing to manage the level of information systems service. Although previous SLA studies have provided the conceptual model and critical success factors, the studies have not tested the effectiveness of the SLA by way of the empirical study. In this study, we applied an innovation decision making theory to our model and tested an empirical study using of a firm survey data. We suggested a SLM model, which consists of SLA planning, application, management dimensions. We found that the SLM's management stage has an impact on performance, whereas SLM's planning and application has not. At each sub dimensional analysis, there are found that adequate SLA indicators in the application stage influences performance and change management and feedback & reporting in the management stage influence performance.

• IE interfaces
• /
• v.14 no.2
• /
• pp.182-189
• /
• 2001

Recently the number of wireless internet service user is increasing rapidly but there are some areas in which service level has not reached the expected level yet. In this paper, we apply ACSI model to measure the current level of customer satisfaction. As a result of ML estimation, we observe that satisfaction increases as the level of perceived quality increases. However, this model does not provide flexibility of adjusting data characteristics that wireless internet service has, and it is not easy to find direct controllable feedback for better service. We propose a structural equation model that can overcome these problems and obtain that information transmission quality and proper fare policy can significantly improve the satisfaction level of wireless Internet users.

• Journal of Korean Society of Industrial and Systems Engineering
• /
• v.20 no.42
• /
• pp.31-38
• /
• 1997

The main objective of this research is to develop a model to select the optimal input service level for a distribution center - multi branch inventory distribution system. With the continuous review policy, the distribution center places an order for specific order quantity to an outside supplier, and the order quantity is replenished after a certain lead time. Also, each branch places an order for particular order quantity to the distribution center to satisfy the customer demands, and receives the replenishment after a lead time. When an out of stock condition occurs during an order cycle, a backorder is placed to the upper level to fill the unfilled demands. With these situation, variable demand and variable lead time are used for better industrial practice. Further, actual lead times with a generic lead time distribution are used in developing the control model. Under the actual lead time model, the customer service measures actually attained for the distribution center and each branch are explained as the effective customer service measures. Thus, throughout the optimal control (using computer search procedures), we can select the optimal input service levels for the distribution center and each branch to attain the effective service level for each branch which is consistent with the goal level of service for each branch. At the same time, the entire distribution system keeps minimum inventories.

• Safety and Health at Work
• /
• v.9 no.4
• /
• pp.441-446
• /
• 2018

Background: The emotional labor performed by organization members affects psychological well-being at the individual level, which consequently affects results at the organizational level. Moreover, despite evidence that the customer orientation and service level of nurses greatly affect hospital management, studies that comprehensively analyze emotional labor, work burnout, and work engagement related to customer orientation and service level are lacking. This study investigated relationships and paths by designing a model of the effect of emotional labor performed by nurses on the level of service delivery and customer orientation. Methods: This survey-based study was based on a path analysis designed to verify a hypothesized model involving emotional labor performed by nurses, level of service delivery, customer orientation, work engagement, and burnout. Questionnaires were distributed to 378 nurses in general hospitals with more than 500 beds located in Seoul, Republic of Korea, between March 25 and April 8, 2013. Results: The results showed that deep acting and work engagement had direct and indirect effects on increasing the level of service delivery and customer orientation of nurses. However, surface acting had an indirect effect on reducing the level of service delivery and customer orientation. Conclusion: It would be more effective to develop interventions to enhance deep acting and work engagement than to attempt to reduce surface acting and work burnout in clinical nursing settings.

• Journal of Information Technology Services
• /
• v.9 no.1
• /
• pp.57-71
• /
• 2010

The purpose of this study is to verify the competence level of IT service companies in Korea from the view point of capability of creating customers value and outcome as an independent companies which have been growing in the captive customers(market) circumstance by performance data analysis and IT specialists survey. This study presents a growth model which emphasis on the importance of the correlation between IT service companies and captive customers. It proves that the captive customers have been being the growth power and motive of the IT service company, because IT service companies have been cumulating the competence for IT service through the service for the customers, and with this competence, IT service companies have been expanding its service out to non-captive market(customers) and got good outcomes as an independent companies. And this study proves that the captive customers who served by the IT service companies which have a higher level of service capabilities have better business outcome. IT service companies contribute to improve the IT level of the captive customers and to make the customers to increase sales by conducting IT projects.

• The Journal of Korean Institute of Information Technology
• /
• v.17 no.7
• /
• pp.123-131
• /
• 2019

In this paper, related studies were investigated by dividing them into cost-benefit analysis, security continuity services, and SW-centric calculations. The case analysis was conducted on A institutions in the United States, Japan and South Korea. Based on this, an improvement model was prepared through comparison with the current system. The SCS(Security Continuity Service) performance evaluation system-based information protection service cost calculation model is proposed. This method applies a service level agreement(SLA) and NIST Cybersecurity framework that are highly effective through cost-effectiveness analysis and calculates consideration based on characteristics, performance criteria, and weights by information protection service. This model can be used as a tool to objectively calculate the cost of information protection services at public institutions. It is also expected that this system can be established by strengthening the current recommended statutory level to the enforceability level, improving the evaluation system of state agencies and public institutions, introducing a verification system of information protection services by national certification bodies, and expanding its scope to all systems.

• Journal of Korean Society of Industrial and Systems Engineering
• /
• v.23 no.60
• /
• pp.11-22
• /
• 2000

The main objective of this research is to analyze an order point and an order quantity of a distribution center and each branch to attain a target service level in multi-level inventory distribution system. In case of product item, we use the item with low volume of average monthly demand. Under the continuous review method, the distribution center places a particular order quantity to an outside supplier whenever the level of inventory reaches an order point, and receives the order quantity after elapsing a certain lead time. Also, each branch places an order quantity to the distribution center whenever the level of inventory reaches an order point, and receives the quantity after elapsing a particular lead time. When an out of stock condition occurs, we assume that the item is backordered. For considering more realistic situations, we use generic type of probability distribution of lead times. In the variable lead time model, the actually achieved service level is estimated as the expected service level. Therefore, this study focuses on the analysis of deciding the optimal order point and order quantity to achieve a target service level at each depot as a expected service level, while the system-wide inventory level is minimized. In addition, we analyze the order level as a maximum level of inventory to suggest more efficient way to develop the low demand item model.

• 제어로봇시스템학회:학술대회논문집
• /
• 2005.06a
• /
• pp.1586-1589
• /
• 2005

GUMF (Global User Management Framework) that is proposed in this research can be applied to next generation network such as BcN (Broadband convergence Network), it is QoS guaranteed security framework for user that can solve present Internet's security vulnerability. GUMF offers anonymity for user of service and use the user's real-name or ID for management of service and it is technology that can realize secure QoS. GUMF needs management framework, UMS (User Management System), VNC (Virtual Network Controller) etc. UMS consists of root UMS in country dimension and Local UMS in each site dimension. VNC is network security equipment including VPN, QoS and security functions etc., and it achieves the QoSS (Quality of Security Service) and CLS(Communication Level Switching) functions. GUMF can offer safety in bandwidth consumption attacks such as worm propagation and DoS/DDoS, IP spoofing attack, and current most attack such as abusing of private information because it can offer the different QoS guaranteed network according to user's grades. User's grades are divided by 4 levels from Level 0 to Level 3, and user's security service level is decided according to level of the private information. Level 3 users that offer bio-information can receive secure network service that privacy is guaranteed. Therefore, GUMF that is proposed in this research can offer profit model to ISP and NSP, and can be utilized by strategy for secure u-Korea realization.

• Journal of the Korea Society of Computer and Information
• /
• v.25 no.1
• /
• pp.159-165
• /
• 2020

In spite of various studies on the service quality of customer center, the previous studies are mainly focused on the studies on the relationship between customer satisfaction and loyalty, rather than on the evaluation model of service quality. In this study, we reviewed the service quality of customer center factors discussed in previous studies and developed a hierarchical model for measuring customer service quality based on Brady and Cronin's (2001) model. The first level consists of interaction (process) quality, physical environment (system) quality, and outcome quality, and the second level consists of kindness, positiveness, professionalism, systematic, convenience, accessibility, accuracy, promptness, and reliability. In addition, based on the developed hierarchical model, the priority of each factor that customer center users consider important is analyzed by AHP methodology. As a result, the interaction quality was important in the first level, and professionalism, kindness, and accuracy were important in the second level. Such a study can be a guideline for establishing a standard for evaluating the service quality of customer center or for managing more importantly in practice.