• Journal of Service Research and Studies
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• v.8 no.1
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• pp.1-12
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• 2018

The current research investigates an optimal design for the service system, which refers to the entire process of implementing, providing, and utilizing wisdom assets. We analyzed the intrinsic commonality of wisdom assets and services, and carried out research based on optimality in fidelity to service essence. The essential characteristics of service are horizontality, interactivity, harmonization, and relationship. It is suggested that the operating process can be implemented in the best condition when the wisdom asset service system is designed based on the four essential characteristics of services. It has been demonstrated that the entire process of production, delivery, marketing and quality control of wisdom contents can be designed on the basis of the essence of wisdom and service. After designing a basic service model, detailed service models are presented. The purpose of this study was to solve the problems of the material civilization society which is suffering mentally and to design the social service model which is high in productivity but mentally healthy. By supplementing and deepening the results of this study, it will be possible to develop and implement desirable social service model in which all societies live a happy life.

• Journal of Service Research and Studies
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• v.2 no.2
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• pp.115-123
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• 2012

Part of public arts, environmental sculpture not only enhance the beauty of a building, but also a landmark having intimate values with the city environment and symbolic meanings. 'Space storytelling' is not only a connecting bridge between the space and human, but also plays a role in promoting creation of story like a catalyst. Storytelling is expanding to many related industries and one of which is artistic structure, and the storytelling of residental space is getting widely applied to establish the competitive superiority. The purpose of this study involves logically examination the service deliver process of space storytelling based on the residential space. And this study expected to research the influencing factors about purchase and service delivery process of artistic structure.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.2
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• pp.1507-1515
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• 2015

The aim of this study was to suggest an enhancement of pedestrian safety through a service design process regarding urban design in new-town area. For this study, the concept, process and touchpoint, and survey design area, of the service design are reviewed as a theoretical study. According to this study, traffic signals, pedestrian environment, pedestrian overpass, and access traffic road were surveyed as touchpoints and a problem search, concept design, design building, institutional implement were analyzed as a service design process. As a result of these studies, the planning method for pedestrian safety based on service design process in terms of the external space design in a new-town area are suggested.

• Korean journal of food and cookery science
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• v.29 no.5
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• pp.605-616
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• 2013

A multistage approach for service recovery enables restaurant managers to do the most effective recovery strategies to reduce customer dissatisfaction and lead to positive behavioral intentions. The purpose of this study was to identify the most effective service recovery strategies in terms of service stage and examine the relationship between service strategies and behavioral intentions. A total of 227 diners examined the customer perceptions to recovery strategies (tangible strategy and intangible strategy) following service failures in each of the four stages:1) reservation and parking, 2) seating and ordering, 3) meal consumption, and 4) payment and exit. The one-way ANOVA showed that intangible strategies were relatively more effective than tangible strategies regardless of service stages. Free meal or free dessert were most effective in service stage 1 and stage 2 whereas correct the failure and reperformance of service found to be the most effective service recovery strategy. Regarding the association between service recovery strategies and behavioral intentions, multiple regression analysis showed that intangible strategies influenced diners' likelihood of positive behavioral intentions whereas tangible strategies lead to diners' willingness to positive behavioral intentions only in service stage 1. The findings enable restaurant practitioners to improve service recovery activities from a service stage perspective.

• Science of Emotion and Sensibility
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• v.25 no.1
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• pp.41-54
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• 2022

The purpose of this study was to propose a "user experience (UX)-centered product development process" so that the product design development process using the service design process can be systematized and used in practice. In a situation in which usability research on office phones is lacking compared to general home phones, this study expands to a product-based service design point of view rather than simple product development, intending to research ways to provide user experience value through office phone design in smart office. This study focused on extracting UX-centered user needs using the service design process and developing product design that realizes user experience value. In particular, the service design process was applied to systematically extract user needs and experience value elements in the product development process and to discover ideas that were converged with product-based services. For this purpose, the "Double Diamond Design Process Model," which is widely used in the service design field, was adopted. In addition, a product design development process was established so that usability improvement plans, user experience value elements, and product-service connected ideas could be extracted through a work-flow in which real users and people from various fields participate. Based on the double diamond design process, in the "Discover" information collection stage, design trends were identified mainly in the office phone markets. In the "Define" analysis and extraction stage, user needs were analyzed through user observation, interview, and usability survey, and design requirements and user experience issues were extracted. Persona was set through user type analysis, and user scenarios were presented. In the "Develop" development stage, ideation workshops and concept renderings were conducted to embody the design, and people from various fields within the company participated to set the design direction reflecting design preference and usability improvement plans. In the "Deliver" improvement/prototype development/evaluation stage, a working mock-up of a design prototype was produced and design and usability evaluation were conducted through consultation with external design experts. It is meaningful that it established a "UX-centered product development process" model that converged with the existing product design development process and service design process. Ultimately, service design-based product design development process was presented so that I Corp.'s products could realize user experience value through service convergence.

• Journal of Korean society of Dental Hygiene
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• v.6 no.1
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• pp.25-35
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• 2006

The purpose of this study is to forecast patient satisfaction and service value through the staged regression analysis of the relation between each factor and its satisfaction and service value, following the measurement of the quality of dental care service that patients recognize. And a self-administered survey was used for this study. The subjects of this survey were 394 outpatients of dental clinics located in K city in the period from Dec. 5, 2004 to Feb. 19, 2005, the questionnaire was composed of a total of 31 questions to measure the quality of overall dental care service(22 questions), the patient satisfaction(6 questions) and the service value(3 questions). The 7 points Likert scale ranging from "very poor"(1-point) to "very high"(7-point) was used for these questions The results of study could be summarized as follows: 1. The most useful index to predict patient satisfaction turned out to be "internal environment", followed by "treatment process and waiting time", "dentist", "external environment", and "dental hygienist". 2. The service value had a significant effect on the "internal environment", "dentist", "treatment process and waiting time". 3. The most useful index to predict the service value turned out to be "treatment process and waiting time", followed by "internal environment" and "dentist". Today, the quality of dental care service is becoming a prime concern since it is directly connected to a matter of survival of medical service organizations. Dental clinics desperately need patient-oriented marketing strategies in order to actively cope with changing medical environment. They also need to thoroughly examine possible measures to maximize the service value by establishing a variety of service strategies which can promote service quality that patients recognize.

• Journal of Korean Institute of Industrial Engineers
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• v.38 no.2
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• pp.98-106
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• 2012

The current market preassure of least environmental effects of products needs companies to consider whole life cycle of their products during their design phase. To support the integrated and collaborative development of the products, this paper proposed product data model for extended Product Data Managemen (PDM) that can support integrated design of product, manufacturing process, and customer services, based on the consistent and comprehensive PDM databases. The product data model enables design, manufacturing, and service engineers to express their products and services efficiently, with sharing consistent product data, engineering changes, and both economical and environmental evaluations on their design alternatives. The product data model was implemented with a prototype PDM system, and validated through an example product. The result shows that the PDM based on the proposed product data model can support the integrated design for products, manufacturing process, and customer services, and provide an environment of collaborative product development for design, manufacturing and service engineers.

• Journal of The Korean Digital Architecture Interior Association
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• v.13 no.1
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• pp.43-53
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• 2013

The purpose of this study is to propose the reasonable method for effective public building construction process. Public building service administration is necessary to make efficient public building supply and demand program. As a result, current public building precess need four steps(organize public assets, various process, establish public building service administration, design criteria). 1. Planning phase : Participation of Private Experts is guaranteed to enhance public building's function such as welfare, entertainment. 2. Design Phase : Detailed design review makes efficient and user oriented public building. 3. Construction Phase : Public Architect solve various problems among the participator especially in case of government local building construction. In conclusion, well formulated design criteria and Public building service administration make public building efficient in various field.

• Journal of Korean Society for Quality Management
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• v.35 no.2
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• pp.84-98
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• 2007

Six Sigma advocates rigorous application of quality management tool. Using Six Sigma program provides a mechanism for service organization to achieve organization's goal and customer satisfaction. A model on Six sigma in service organization was developed and applied for the service organization. Questionnaire was developed, and data was collected and analyzed for this study. Conclusively, 6 sigma leadership is the important drivers to process management and customer relationship management. Process management and customer relationship management are significantly related to the job performance and customer satisfaction.

• Journal of Korean Library and Information Science Society
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• v.22
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• pp.245-276
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• 1995

This study analyzed the process of information service and its factors in the cognitive viewpoint. And developed a conceptual model to help in developing future information systems and services. The results of this study were summarized as follows : 1) The paradigm of information user study is changing from the system-centered to the user-centered one. 2) The researchers describe the user's internal cognitive process as the starting point of the information service. 3) The user's personal cognitive process influence the process of the information service over. And the focus is a microscopic one including the factors of the perception and recognition of the stimulus, remembering and searching information, reasoning the rules, recognition of the patterns, formalization of the concepts, etc. 4) The information librarian performs the role as a knowledge/ information system interface, and his knowledge structure reflects the organization of that knowledge/information system. 5) The information librarians can perform their role as information specialists actively and offensively. And the performance of the librarians can be measured on the scales of the su n.0, pplying capability of relevant information and the client satisfaction.