• 한국경영과학회지
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• 제38권3호
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• pp.13-22
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• 2013

Queueing system with scheduled arrivals is useful in many fields where both customers' waiting time and servers' operation time (utilization) are important, and arrival time of customers is possible to be controlled. In this paper, we analyzed the operation of ship maintenance with the queueing system with scheduled arrival. Based on the model presented by Pegden and Rosenshine [8], who dealt with exponential service time, we extended the service time distributions to phase-type distribution which is able to include a wide range of real stochastic phenomena. Since most activities in the military are carried out under tight control and schedule, scheduled arrival queue has quite good applicability in this area. In this context, we applied queue with scheduled arrival to the optimal booking time decision for the ship maintenance in the navy.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회 2000년도 추계학술대회 및 정기총회
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• pp.125-128
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• 2000

The Internet banking service, through which customers process their banking-related works, was introduced in July 1997. The service has since spread quickly, and as of the end of June 2000, just one year after its introduction into Korea, its subscribers numbered 1.23 million people. This figure is ten times larger than the 120,000 subscribers recorded over the six months period up to the end of 1999. In addition, since the end of June 2000, subscriptions on average increase by more than 10,000 a day, and by the end of December 2000, it is expected to pass the 3 million mark. There has been no empirical study conducted on the invigorated Internet banking's status and its services. Therefore, this research is designed to conduct a survey on the Internet banking service status, to conduct actual transactions from the viewpoint of customers and then make a empirical evaluation of it. This will indicate directions for improvement and development of the domestic Internet banking service. We have evaluated ten areas of the Internet banking service including financial service, customers service, users'convenience, and system safety. As of the end of June 2000, 18 out of 20 commercial domestic banks are providing an Internet banking service, and we have conducted evaluations of all these banks. The evaluation is divided into ten categories with 100 points as a maximum score. These are then classified into six grades AAA, AA, A, BBB, BB and B. The outcome of this evaluation was featured in the major domestic journals, and the banks, acknowledging the value of the report, declared that they would adopt it as their criteria for evaluation.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회 2006년도 추계학술대회
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• pp.453-466
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• 2006

The increasing popularity of the Internet has led to the emergence of online service delivered by websites. Given large investments in these websites, it is important to retain existing customers in online service contexts. In order to understand how website information and system attributes may influence perceived usefulness of using the websites, customer satisfaction, and ultimate continuous usage behaviors, we develop a model to integrate user satisfaction with technology acceptance. Furthermore, this integration is sharpened through the synthesis with research on continuous usage of online service based on customer satisfaction. We then test the model using a sample of 236 respondents who have used one of the most popular Internet blog and community service in South Korea within the last three months. The analysis results suggest that website information and system attributes play key roles in forming continuous intention of the service and perceived playfulness serves as an important moderator toward customer satisfaction. Our model is more likely to help link website design and invesment decisions to the strategy for retaining existing customers in the context of online service.

• 한국경영과학회지
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• 제41권1호
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• pp.1-19
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• 2016

While previous studies on service failures mainly focused on general services, this study examines the effects of failed financial services on the psychological process and behavioral responses of consumers. The important factors of financial service (relational benefits, convenience, branch satisfaction, product diversity, company stability, and product profitability) are regarded as antecedents in our model. We study how each factor of failed financial service affects the negative emotions of consumers through the attribution process and how these arising emotions influence their behavioral responses. Through path analysis, this study shows that failure of service factors of relational benefits, branch satisfaction, and convenience induces disappointment, with the mediation effect of external attribution. Meanwhile, failure of service factors of product diversity and product profitability induces regret, with the mediation effect of internal attribution. Disappointment leads to complaint behavior, and regret leads to switching behavior. Unlike previous studies, the present one considers the important factors of financial service and their effects on the affective and behavioral responses of consumers.

• 한국식생활문화학회지
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• 제15권2호
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• pp.123-137
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• 2000

Korea market of food service industry has been increased greatly since early 90's with the emergence of professional catering business and the expansion of school food service. Because of the characteristics of food service establishment, feeding many people at a time, there is always a high potential of foodborne outbreak which requires special sanitary management to prevent. Currently, many catering businesses are interested in HACCP(Hazard Analysis Critical Control Points), a new sanitary management system, and are trying to develop HACCP Plans for their food service establishment. Microbiological hazard analysis, a most important step for developing HACCP Plan, provides also basic information for evaluating sanitary aspect of prepared foods and their materials. There are not extensive data of microbiological hazard analysis for food service operations, especially for prepared foods and raw materials, which are helpful for developing a HACCP Plan. The extensive microbiological hazard analyses for 65 prepared foods and 51 raw materials selected from a couple of food service establishment were performed in this research. These results will provide useful information to determine hazards for developing a HACCP plan, and also to understand sanitary status for prepared foods and raw materials in food service establishment.

• 한국경영과학회지
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• 제36권4호
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• pp.91-107
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• 2011

The importance of service industries is growing as the portion of the service sector increases fast in the recent decades. This research deals with service prototyping and testing in a service laboratory. While products are generally tested through prototyping in new product development processes, services are difficult to test because of the characteristic of service, intangibility. A service laboratory, named s-Scape, is the experiment environment which has been developed to test services in virtual space for the purpose of analysis and improvement of real-world services such as hospitals and automobile show rooms. In this research, we present a service prototyping tool and language to support service test in the service laboratory. We first analyze key elements of service prototypes, and then design the service prototype diagram (SPD) and the service prototype description language (SPDL). SPD, which is a variant of the service blueprint, is a graphical tool to be used to generate SPDL. SPDL is an executable language of describing a service prototype of a real-world service in extensible markup language (XML) to experiment the service environment in virtual space. SPD reflects the control and interface of virtual reality devices, as well as key elements of service modeling. SPD represents a service process in which service providers and customers interact with each other in a service scape.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회 2001년도 추계학술대회 논문집
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• pp.387-390
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• 2001

e-Business는 최근 IT산업에서 가장 빈번히 등장하는 화두이다. 인터넷이 빠른 속도로 보급되고 시간과 공간의 한계를 극복할 수 있는 가능성을 제공함에 따라 기존의 오프라인 시스템들의 인터넷과 연동이 추구되고 있다. 인터넷과의 연동은 단순한 정보의 공유뿐만 아니라 지식, S/W, E/W 등의 거의 모든 IT자원들에 대한 공유를 촉발시키고 있다〔1〕. 1990년대 정보기술 아웃소싱은 괄목할 만한 성장을 가져왔다. 최근 새로운 종류의 아웃소싱 비즈니스 모델인 ASP(Application Service Providers)의 등장으로 정보기술 시장의 주요 이슈로 주목받고 있다. 하지만 아직 초기단계이기 때문에 수요층의 인식부족, 효과에 대한 확신 부족 등과 같은 여러 걸림돌이 있지만 e-Business의 핵심영역으로 발전할 것으로 전망된다. ASP는 e-Business관련 소프트웨어 및 어플리케이션을 배송하는 하나의 방식이다. 즉, ASP는 e-Business를 가능하게 하는 Enabler라고 볼 수 있다〔3〕. 본 연구는 ASP(Application Service Provider, 이하 ASP)의 서비스 품질의 차원을 분류하여 고객에게 보다 중요한 품질 요인을 찾기 위한 측정의 개념적 틀을 제시하고자 한다.

• 한국경영과학회지
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• 제29권3호
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• pp.63-78
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• 2004

This paper deals with a supplier-managed inventory(SMI) control for a two-echelon supply chain model with a service facility and a single supplier. The service facility is allocated to customers and provides a service using items of inventory that are purchased from the supplier, Assuming that the supplier knows the information of customer queue length as well as inventory position in the service facility at the time when it makes a replenishment decision, we identify an optimal replenishment policy which minimizes the total supply chain costs by reflecting these information into the replenishment decision. Numerical analysis demonstrates that the SMI strategy can be more cost-effective when the information of both customer queue length and inventory position is shared than when the information of inventory position only is shared.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회 2005년도 추계학술대회 및 정기총회
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• pp.371-387
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• 2005

From early 1999 years, the Mobile Telecommunication Companies have introduced the Mobile Telecommunication Membership Program to attract more customers. However, the severe competition in the Mobile Telecommunication market has made the Mobile Telecommunication Membership Program to be faced with the matured Mobile Telecommunication market and the Mobile Number portability. Main focus of this study is to find what are the core elements of service quality of the Mobile Telecommunication Membership Program. To achieve research objective, we conceptualized the service quality of Mobile Telecommunication Membership Program. We also derived hypotheses regarding the relationships between service quality of the program, customer satisfaction, and customer loyalty and examined it by using the empirical research methodology. We suggest new marketing strategies of the Mobile Telecommunication Membership Program which can be applied to improve the corporate competitiveness.

• 한국경영과학회지
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• 제16권2호
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• pp.118-127
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• 1991

In this paper, criteria and algorithms for the optimal service rate in a closed queueing network have been established. The objective is to minimize total cost. It is shown that system throughput is increasing concave over the service rate of a node and cycle time is increasing convex over the set of service times with a single calss of cubsomers. This enables developing an algorithm using a steepest descent method when the cost function for service rate is convex. The efficiency of the algorithm rests on the fact that the steepest descent direction is readily obtained at each iteration from the MVA algorithm. Several numerical examples are presented. The major application of this research is optimization of facility capacity in a manufacturing system.