• Korean Business Review
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• v.20 no.2
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• pp.61-85
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• 2007

Competitiveness of a firm essentially depends on the value of the product or service the firm supply. Product or service of high value derives customer purchase activity. Service mix is the process which creates competitiveness by value creation for customers through optimal combination of physical characteristics of product and service. This research is to contribute competitiveness increase of Korean manufacture industry by study of the effect of service mix as to the business competitiveness. Usually competitiveness advantage approach relies on the industry structure competition theory and the resource-based approach. However, it is said that, while the industry structure competition theory helps finding attractive industry, it rarely helps finding which companies succeed or fail in the specific industry. The resource-based viewpoint approach is limited in that this cannot provide any theory or systematic frame for the analysis even though it has contributed a lot to the competitiveness increase. Power process approach is applied to this study in order to overcome this limit and to Increase the business competitiveness. Power process is the process to create the value, the source of power by interaction of power elements, value, needs, environment and relation, the five power determination elements. Power process is a process that creates value to satisfy the power objective for the attainment of the goals of the power subject. This study is to contribute for the manufacture industry by establishing service mix strategy from the power process viewpoint.

• Journal of Distribution Science
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• v.13 no.6
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• pp.87-96
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• 2015

Purpose - Several domestic telecommunication companies have made a considerable effort to continuously grow and survive, and they have strived to thrive in the midst of mature market competition. To overcome this challenging situation and to grow continuously, while still meeting customer needs that are becoming more diverse and complicated with the passage of time, extensive support for internal marketing is essential. Without such internal support, companies face serious limitations and market roadblocks. The communication industry is a high-level service industry and a basic communications industry characteristic is its significant dependence on the employees delivering the services. Therefore, entrepreneurs in the information/communications industry, as well as existing competitors, should look to satisfy external customers through critical investment in internal customers (employees). Therefore, it is important for research to examine how internal factors influence technology innovation and service quality, which are the key drivers for companies that are seeking leading market positions. Research design, data, and methodology - The purpose of this study is to analyze the relationship of technology innovation and perceived service quality with the internal marketing factors in the communication industry and to offer suitable and effective internal marketing suggestions. The independent variables of this study are internal communication, education and training, the support of the executives, reward systems, and empowerment. The dependent variables are technology innovation and perceived service quality. Utilizing these, this paper studies the influence of internal marketing factors on technology innovation and perceived service quality. Results - The study results revealed the following. First, the identified internal marketing factors have a positive effect on technology innovation. Among the five internal marketing factors, three had a significant effect on product innovation, empowerment, the support of executives, and education and training, in this order. Second, the internal marketing factors also had a positive effect on the process innovation of technology innovation. The marketing factors, the support of executives, empowerment, internal communication, and education and training, in this order, significantly affect process innovation. Third, technology innovation had a positive effect on perceived service quality. All of the five service quality factors, namely, tangibles, reliability, assurance, responsibility, and empathy, in this order, significantly affect product innovation. Additionally, tangibles, reliability, responsibility, empathy, and assurance, in this order, significantly affect process innovation. Fourth, product and process innovation significantly affect tangibles and reliability in technology innovation. To enhance tangibles and reliability, process innovation should first be enhanced. Fifth, product and process innovation significantly affect responsibility and empathy in technology innovation. To enhance the responsibility and empathy, process innovation should first be enhanced. Sixth, product and process innovation significantly affect assurance in technology innovation. To enhance the assurance, product innovation should first be enhanced. Conclusions - According to the results, a company's internal marketing factors have a positive and significant effect on technology innovation and, further, product and process innovation have a positive and significant effect on the perceived serviced quality.

• Management & Information Systems Review
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• v.32 no.5
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• pp.89-100
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• 2013

Recently, interesting of ubiquitous computing technologies has increased. In this paper, we propose a service model for convention industry based on ubiquitous computing technologies. First, we propose service function, service process, and relationships between participants to give shape to the service model. And, we present some service functions; exhibition service, advertisement service and customer support service. Finally, we propose overall service process and relationship between participants.

• Journal of Information Technology Services
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• v.11 no.1
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• pp.141-153
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• 2012

USM(Unit Service Management System) is the development tool and methodology to handling the event process in a U-City integrated platform by using the minimum unit services. USM can be one of the SOA development methodology. Minimum unit service has a minimum business logic that can be executed with input and output parameters. Minimum unit service consists of three parts : service profile, service input and output parameters and service execution information. USM provides two types of the execution method. One is module execution and the other is web service execution. The development of the event sinario by the USM development methodology can reduce the cost and duration of the u-service development by raising the rate of reusing minimum unit service.

• Korea Journal of Hospital Management
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• v.26 no.3
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• pp.28-42
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• 2021

Purposes: The objective of this study is to analyze service design process of dental clinic preventive service by using 'Double Diamond Design Process' which is user-centered for improving dental clinic management efficiency. Methodology: We examine case study that dental clinic preventive service of local dental clinic. Following the double diamond design four steps(①discover, ②define, ③develop, ④deliver), we use suitable analytic tools in each steps. In discover step, we perform observation and desk research. Next, in define step, affinity diagram, user persona, and user journey map are performed. We then make service blueprint in develop step. Finally, in deliver step, virtual scenario and confirm some outputs which are based on results of former steps are suggested. Findings: As a result of this study, waiting and consulting phases turn out that these phases are in the most trouble than others. Users(patients) have lots of complain and dissatisfaction in these phases. These touch-points will have to be modified Practical Implication: After checking this study result, it could suggest improvement schemes. To apply these, we try to make some scenarios, and finally realize some outputs. Service design has arisen to strengthen the competitiveness by reflecting user's experience and needs. Especially, service design is not typical, it is so flexible that can apply to various situation and objects. We hope that result of this study is made good use for dental clinics in need.

• The KIPS Transactions:PartD
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• v.12D no.4 s.100
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• pp.583-588
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• 2005

Being able to resolve huge problems deriving from integration of information systems in-house or business to business, the web service that uses the XML standard technology has recently taken a quick dominance the next generation e-business bases. It's one constant concern how to integrate, change, and maintain such systems as based on certain technologies according to the changes to information technology, which is on the ongoing process of evolution. To help solve those problems, OMG suggested a new software architecture called MDA(Model Driven Architecture). MDA runs a process that establishes a platform independent model(PIM), which is an analysis model used as part of the existing development procedures, and automatically converts it into a platform specific model(PSM), a design model, based on the established PIM. Such automatic conversion has lots of benefits including easy support for diverse platforms, reducing the coding time that usually consume a great deal of the developer's effort, and facilitating quality control in the aspect of development processes. By applying the MDA development process to a new web service development, you can choose web service as the target platform at the PIM of MDA and express PSM with a web service model, WSDL. This study set out to classify the web service development or integration processes by the provider md requester to identify the types of web service development processes, and to apply the MDA development process to web service development, thus suggesting a new kind of web service development process that can be referred to by both the web service provider and requester.

• Journal of Communications and Networks
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• v.15 no.2
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• pp.228-239
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• 2013

Peer-to-peer (P2P) systems have proved the most effective and popular file sharing applications in recent years. Previous studies mainly focused on equal service and differentiated service strategies when peers have no initial data before their downloads. For an upload-constrained P2P file sharing system, we model both the equal service process and the differentiated service process when the initial data distribution of peers satisfies some special conditions. Moreover, we show how to minimize the time required to distribute the file to any number of peers. The proposed fluid-based models can reveal the intrinsic relations among the initial data amount, the peer set size, and the minimum last finish time. The closed-form expressions derived from the extended models can closely approximate chunk-based models and systems, especially for relatively large files. As an application of the extended models, we show how to provide differentiated service efficiently to multiple peer sets. Since no limits are imposed on the upload bandwidth of peers or the size of each peer set, we believe that our analytic process and the results achieved can provide not only fundamental insights into bandwidth allocation and data scheduling but also a helpful reference for both improving system performance and building an effective incentive mechanism for P2P file sharing systems.

• Journal of Korean Society for Quality Management
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• v.36 no.2
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• pp.85-95
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• 2008

This research addresses examining the service recovery process in Airline service. A service recovery framework is suggested and tested empirically. The framework includes several factors such as service recovery expectations, service recovery achievements, recovery performance, post-recovery satisfaction, and post-recovery behavioral intents. The relationships among these factors are hypothesized and proved empirically. Consequently the results suggest that recovery expectation impacts on recovery performance significantly. Also the higher the recovery performance, the higher post-recovery satisfaction, then it increases customers' purchase intent and words of mouth. Finally, this paper suggests the need for new service recovery strategies.

• Journal of Korean Society for Quality Management
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• v.46 no.3
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• pp.593-606
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• 2018

Purpose: The purpose of this study is to examine the Hawthorne effect on healthcare service process innovation, by investing the difference between checklist items of patients and doctors on direct clinical observations (DCO) and the retrospective clinical review (RCR). Methods: The data set consisted of 30 patients and 30 doctors respondents. T-tests were used to perform a comparative analysis of DCO and RCR items between patients and doctors by pre and post examinations. Results: The results indicate that there was a difference between the non-prior notice checklist items of the patients and doctors, while there was no difference of the post-examination checklist items between the patients and doctors. Conclusion: This study provides useful information and can be applied to the improvement of patient experience through healthcare service process innovation. The results of this study also offer practical insights about how hospitals can motivate providers to participate in healthcare service process for improved quality care by the Hawthorne effect. The study contributes to the existing knowledge of the Hawthorne effect for effective strategies for providing quality care.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.34 no.2
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• pp.92-102
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• 2011

Visibility of the flow of goods is an important service element when considering how to improve the quality of a logistics service. Registered mail service of Korea Post, one of logistics service providers, currently supply information on the handling of postal items, such as receipts and delivery and arrival times to customers. However, internally problems related to excessive spending on operating expenses and less reliable tracking and tracing information exist due to errors in the information acquisition and link handling processes, leading to unnecessarily duplicated tasks. Therefore, the purpose of this paper is to propose process optimization method for improving the quality of tracking and tracing information for registered mail items. We analyzed the process and information control system of the current registered mail service and identified the basic causes of the existence of less reliable tracking and tracing information. And we present optimized mail handling and information management process for removing internal problems. Test results using tracking and tracing information examples show a significant performance of the proposed method.