• 한국경영과학회지
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• 제35권3호
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• pp.1-24
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• 2010

As the Internet is explosively growing and the market is rapidly globalized, many entrepreneurs have been given an impetus to take on the function of the intermediation between providers and customers. Organizations performing the mediating roles in the cyberspace are termed 'cybermediary' and often called 'Openmarket' as a kind of transactional cybermediary in Korea. Despite sustainable growth of Openmarket, customer complaints and damages are increasing because of absence of recovery standards after a service failure. Therefore, it is important that a service provider converts dissatisfied customers to advocates for the growth of the Openmarket. This study aims to examine the role of recovery of the service failures for the Openmarket by proposing a relationship between complaint handling and continuance based on the equity theory. From the empirical results, we found that interactional equity had significant effects on both overall service satisfaction and recovery satisfaction, while procedural equity significantly influenced only recovery satisfaction. Recovery satisfaction also had an impact on overall service satisfaction and each satisfaction factor was positively related to continuance intention.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회 2005년도 추계학술대회 및 정기총회
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• pp.207-212
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• 2005

The SM(System Management) is more important than SI(System Integration) in business model of software industry. And the role of ITO(IT Outsourcing) is increasing, recently. Also, The interest of ITIL increasing in the software industry. In the perspective of business, IT organization has been transformed from supportive division the core business organization, IT organization needs the satisfaction of customer’s requirements. So, process oriented IT management is required. In the perspective of technique, according to need of IT infra for a rapid change management, an application management, systematic development and operating process are required. Therefore, this paper analyzes of IT service core process in service support and service delivery that was offered by ITIL using the AHP methodology This paper shows the results of IT service survey in domestic software industry. And this paper gives a guideline of introduction ITIL

• 한국경영과학회지
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• 제18권3호
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• pp.179-186
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• 1993

We derive the arbitrary time point system size distribution of M/ $G^{B}$1 queue in which late arrivals are not allowed to join the on-going service. The distribution is given by P(z) = $P_{4}$(z) $S^{*}$ (.lambda.-.lambda.z) where $P_{4}$ (z) is the probability generating function of the queue size and $S^{*}$(.theta.) is the Laplace-Stieltjes transform of the service time distribution function. We also derive the distribution of the service siez at arbitrary point of time. time.

• 산업경영시스템학회지
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• 제41권4호
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• pp.238-247
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• 2018

This paper considers the problem of scheduling loading and unloading operations of a crane in a railway terminal motivated from rail-road container transshipment operations at Uiwang Inland Container Depot (ICD). Unlike previous studies only considering the total handling time of containers, this paper considers a bi-criteria objective of minimizing the weighted sum of the total handling time and tenant service time. The tenant service time is an important criterion in terms of terminal tenants who are private logistics companies in charge of moving containers from/to the terminal using their trucks. In the rail-road container shipment yard, the tenant service time of a tenant can be defined by a time difference between beginning and finishing loading and unloading operations of a crane. Thus, finding a set of sequences and time of the crane operations becomes a crucial decision issue in the problem. The problem is formulated as a nonlinear program which is improved by linearizing a nonlinear constraint in the model. This paper develops a genetic algorithm to solve the problem and performs a case study on the Uiwang ICD terminal. Computational experiment results show that the genetic algorithm shows better performance than commercial optimization solvers. Operational implications in terms of tenants are drawn through sensitivity analyses.

• 한국경영과학회지
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• 제29권4호
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• pp.95-116
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• 2004

This study will attempt to build an integrated model of the customer satisfaction process with service encounter in a comprehensive point of view including the expectancy-disconfirmation theory, justice theory, and attribution theory. In addition, this study will attempt to examine the influence of service failure-related variables and service recovery-related variables on customer satisfaction in the airline firms' service failure and recovery situation. The results showed that the higher the controllability and severity of the failure, the more positive influence on expectancy of recovery and more negative influence on the recovery satisfaction increased. They also showed that the higher procedural recovery efforts and distributive/interactional recovery efforts, the more positive influence on perceived recovery performance and recovery satisfaction also increased. It was found that the recovery satisfaction with service encounter depended on the extent to which the customer's perception of recovery efforts confirmed the expectancy of recovery. Also it was found that perceived recovery performance has an effect on recovery satisfaction through the mediation of recovery disconfirmation indirectly as well as directly.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회 2001년도 추계학술대회 논문집
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• pp.35-38
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• 2001

This study was conducted a comparative study to identify the differences in service quality between Incheon and Kimpo international Airport and critical factors influencing satisfaction of airport customers. According the results of this study, all service quality factors except the service factor of geographical location of Incheon international airport are better than those of Kimpo international airport. However, all of service quality factors of Incheon airport are evaluated as inferior to those of american, western european and japanese international airports by both the airport visitors and the employees of one korean airliner. In addition the service factors such as response, safety, airport facility and geographical location are found as critical factors influencing satisfaction of the airport visitors and the airliner's employees. Among them the service quality factor of geographical location of Incheon airport is much inferior to that of Kimpo airport comparing with other service quality factors. Thus, the results of this study suggest that the managing team implement TQM and six sigma to enhance the service quality level of the Incheon international airport up to that of the american and western european international airport. Especially, it is strongly required that the Korean governmen deliberate in deciding the geographical location in case of planning new international airport because geographical location is related to not only traffic to airport but also safety of landing, taking off and flying.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회 2000년도 추계학술대회 및 정기총회
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• pp.171-174
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• 2000

This paper presents an approach to determine the vehicle fleet size for container shuttle service in a stochastic working environment. The shuttle service can be defined as the repetitive travel between the designated places during working period. The initial number of vehicles is temporarily calculated using the transportation model. Simulation is carried out in order to investigate dynamic behavior of container shuttle. Finally, the equation for estimating the vehicle fleet size is obtained through the multiple regression model based on simulation results.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회 2000년도 추계학술대회 및 정기총회
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• pp.149-152
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• 2000

The chartered bus scheduling is to determine the allocation of buses to customer service requests. For the scheduling, we first represent the scheduling problem using a graph and develop a mathematical model. Second, we develop an algorithm for the scheduling problem including heuristic methods. We tested the performance of the algorithm on instances with real data. As a result, the total empty load driving time is reduced over 10% comparing with that of current practice at the company

• 한국경영과학회:학술대회논문집
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• 대한산업공학회/한국경영과학회 2004년도 춘계공동학술대회 논문집
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• pp.211-214
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• 2004

In railway system, the transportation plan corresponds to master plan for transport services. This service plan must be constructed to minimize operational cost or maximize revenue considering transportation demands and resource capacities in the operation company, and includes several sub-planning activities such as train operation frequency plan, train (schedule) plan, train capacity assignment plan, and rolling stock requirement plan. In this paper, we present profitability evaluation system for current transportation plan. The proposed system can be used for evaluating profitability by estimating train service revenue considering customer demands.

• 한국경영과학회지
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• 제19권3호
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• pp.235-241
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• 1994

We consider a B/G/1 queueing with vacations, where the server closes the gate when it begins a vacation. In this system, customers arrive according to a Bernoulli process. The service time and the vacation time follow discrete distributions. We obtain the distribution of the number of customers at a random point in time, and in turn, the distribution of the residence time (queueing time + service time) for a customer. It is observed that solutions for our discret time B/G/1 gated vacation model are analogous to those for the continuous time M/G/1 gated vacation model.