• Journal of Korean Library and Information Science Society
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• v.45 no.1
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• pp.319-338
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• 2014

This study aims to apply QFD model to improve and evaluate library service quality using user needs priorities. The library of the D University is presented as a case study. QFD is a powerful quality management method in which customer needs are translated into appropriate technical requirements for each stage of product/service development. To apply QFD in the field of library services, first library user needs and their AHP, satisfaction and importance degrees were examined via focus group interview. Second, the service improvement engineering characteristics for satisfying the user needs and their relationship/correlations matrices were defined by interviewing library practitioners and experts. Finally, the data collected was entered using CUPID solution, and then HOQ to improve library service quality of the D University was constructed. This study focused on QFD method and its application as a tool for improving the quality of library service.

• Journal of Internet Computing and Services
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• v.10 no.1
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• pp.123-134
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• 2009

The CRM(Customer Relationship Management) is a business strategy model which can reap higher profits and can provide a competitive edge to an enterprise in today's new business environments. Early next year (2009), the Capital Market Consolidation Act will be in effect in South Korea. This is required for a qualitative growth to provide QoS (Quality of Service) and ensure growth in finance, IT industry & service. Accordingly, the securities and insurance companies, banks and other financial institutions make efforts to improve their derivative financial product and also enhance their services. In this paper we design and implement a Channel Server model for a Scalable Service Channel Server to efficiently manage the high volumes of inbound customer interactions based on the requirements of a CRM center. The proposed Scalable Service Channel Server supports integration with other third party service and standardization of multiple inbound service channels. The proposed model can be efficiently used in an inbound CRM center of any banking, finance, securities and insurance establishments.

• Korean journal of food and cookery science
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• v.11 no.1
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• pp.1-8
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• 1995

This study attempted to standardize recipe for preparation of Korean foods such as Kalbi tang (beef rib soup), Yukgaejang (Hot meat soup), and Seolnong tang (meat soup). We examined food amount included in recipes which were used by 3 groups such as cookbooks, food service institutions, and restaurants. 1. The first step in standardizing recipe, we analyzed cooking methods from 3 sources, then investigated to them about soups. Kalbi tang was investigated from 10 kinds of cookbooks, 9 places of food service institutions, and 3 places of restaurants. Yukgaejang was investigated from 13 kinds of cookbooks, and 18 places of food service institutions, and Seolnong tang was examined from 7 kinds of cookbooks, 5 places of food service institutions, and 2 places of restaurants. 2. The product which was made by standardized recipe was evaluated suitable for using by sensory panels, the recipe adjusted to the quantities and modified. When the testing was compeletly, the total yield volumn and portions by ten persons were determined as well as material weights and procedures, and the recipe was ready to be set up. For examples, standardized recipes for preparations of Kalbitang, Yukgaejang, and Seolnong tang were as followed; Yield volumn after cooking was 6.5 kg, optimum service temperature was 70$^{\circ}C$, preparation time was 6 or 10 hours for 10 persons, and service volumn per one person was 650 g, and it was presented weight of food materials, procedures, as well as references and cautions. We have in hand try to standardize recipe for preparation about several foods, for the sake of setting up it about Korean foods especially on the focus of soups. We expect that it will be general use of education for cooks as well as application in food service institutions, and does us good of cooking, saving times, economical benefits by regulating materials.

• Industrial Engineering and Management Systems
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• v.9 no.3
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• pp.285-293
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• 2010

To obtain visible and traceable information from the supply chain, HW/SW standards for the EPC global network, which process electronic product code (EPC) data read from Radio frequency identification (RFID) tags, are regarded as the de facto industry standard. Supply chain participants install information service systems and provide logistics information to partners by following the EPCglobal architecture framework. Although quality of service (QoS) is essential for providing dependable and scalable services as pointed out by Auto-ID Lab, only a few models for the performance analysis of QoS-related work have been developed in the context of EPC information service systems. Specifically, doing so allows alternative design choices to be tested in an easy and cost-effective manner and can highlight potential performance problems in designs long before any construction costs are incurred. Thus, in this study we construct a model of an EPC information service system for the purposes of performance analysis and designing a dependable system. We also develop a set of building blocks for analytical performance models. To illustrate how the model works, we determine the characteristics of an EPC information service system and then select a combination of these proven modeling concepts. We construct a performance model that considers the response time and shows how to derive meaningful performance values. Finally, we compare the analytical results to measurements of the EPC information service system.

• The Korean Journal of Franchise Management
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• v.10 no.2
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• pp.19-32
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• 2019

Purpose - This paper aims to investigate the mediating effects of relationship fairness factors between franchisor's support services and performance(re-contract intention) in food service franchise. More specifically, fairness was measured into distributive, procedure, interaction, and information, franchisor's support service was divided into pre-start support services (initial support services) and post-start support services (continued support services), and performance (re-contract intent) was measured using 3 items such as re-contract, contract extension, and recommendation. Research design, data, and methodology - The population for the survey is the head of franchises in the metropolitan area (Seoul/Gyeonggi), which operates a restaurant franchise, and samples included a wide range of overseas/domestic brands and regions. The survey was conducted from August 1 to September 30, 2018 through the survey agency. The survey was conducted together with a telephone interview and a direct visit by the investigator. A total of 205 questionnaires were collected and retrieved, 4 questionaires containing missing information were excluded and 201 responses were used for analysis. Results - The results shows that franchisor's initial support services have significant positive effects on procedural, interpersonal, and informational relationship fairness, and continuous support services have significant positive effects on distributive, procedural, interpersonal, and informational relationship fairness. This study also shows that informational and procedural fairness have significant positive effects on performance(re-contract intention). Finally, continuous services a significant positive effect on performance(re-contract intention). Conclusions - The results show that franchisor make a manual, and should improve fairness through regular investigation whether support services was executed as promised in the manual after franchisee operation. In addition, information fairness and procedural fairness have been shown to increase performance(re-contract intention). These results mean that the franchisor's headquarters should provide product and service support for the merchant in accordance with the manual and management policy to reduce asymmetry in information and improve procedural fairness to enhance performance(re-contract intention).

• Archives of design research
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• v.18 no.1 s.59
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• pp.59-68
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• 2005

In 20th century, that is the times of mass production with mass consumption, a company supplies standard product by the system of mass production line. Therefore, the company, itself, had to introduce its product quality to the customers. It was the buying criterion of consumer against product. In that period, a company utilized its identity in order to give customers product information such as product value, price and quality, etc. However, as digital technology with the wide-spread of informationalization & technical revolution is developed, products have diversification and customers have better incomes. So, buying method tends to thi purchase of self-satisfaction generally. In the buying criterion of consumerbased on personality & sensibility, a company must offer the buying criterion of product which can appeal the special quality & image of product itself to customers, and it must stop appealing the Cl of company under the condition of mass production by product quality and function. This study tried to focus on the method which can create effective brand and its image that are the buying criterion of new product. Also, this study tried to find the effective relation between economical & social paradigm which is the result of social informationalization with intensive knowledge, and buying determination of customer, And, this study tried to present guideline of effective brand image and brand special Quality that is affected to buying determination of customers together. The model of Positive analysis had two types. The first model studied the mutual relation between economical/social change factors and special quality of brand. And, the second model studied the mutual relation between the cause of special quality of brand and formation of brand image through regression analysis. Therefore, the construction of sensitive brand image for forming brand must be requested. The sensitive brand image is highly related to preference of sensibility, and it must be based on mind identity & visual identity. And, mind identity must have creation of value, satisfaction, combination of community, personal preference, etc. Visual identity must have esthetic order, and originality of molding, etc. Namely, brand image must form the accommodation of era change, personality & sensibility satisfaction, the effectiveness of service, etc., in order to create effective brand image.

• Science of Emotion and Sensibility
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• v.13 no.4
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• pp.761-768
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• 2010

Research from many marketing fields shows that the importance of factors which ultimately reflect customers' satisfaction towards a product or service vary with the progression of time. Likewise, the emotions that users experience from using the product can vary with prolonged interaction with the product itself. Thus, research was conducted under the notion that users' emotions at the initial stage of product usage is likely to vary with that at a later stage, when users would have had more experience with the product. In this research, a comparison was made between the emotions felt by customers with first-hand experience with the iPhone and those felt by long-time iPhone users who already had much more opportunities to familiarize themselves with the product. The results of the research conducted above show that, with first usage of the iPhone, users experience a relatively low level of negative emotions(Uncomfortableness) due to the predominance of the users' positive emotions. Over prolonged usage, however, the level of negative emotions associated with the usage of the iPhone has been shown to increase. Still, it is impossible to state that the Uncomfortableness associated with iPhone usage is high in general. In fact, it has been shown that positive emotions were rather experienced by iPhone users both before and after usage, suggesting that the emotions involved during iPhone usage was generally positive. Although more research would need to be conducted to safeguard this claim, it can be generally deduced from the results of this research that:when using a product, positive emotions in terms of the reflective level accounts for much of the negative emotions(i.e. discomfort) associated with behavioral level with regard to the product itself.

• Journal of Korea Technology Innovation Society
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• v.16 no.3
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• pp.559-581
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• 2013

Over the last several decades, the service sector has experienced the rapid growth and will continue to grow in importance, stature and job creation potential. Productivity and innovation activities in the service sector have come under the spotlight as an important element of national economic development. Despite the spotlight, however, not many studies have conducted to investigate the characteristics of innovation activities in the service sector, compared to the rich literature on the innovation in the manufacturing sector. One of the distinguishing features of service innovation is that innovation activities differ markedly across services. Therefore, this research purposes to investigate the characteristics of service innovation focusing on the differences across service types. Here, we restrict our focus to technical innovation such as product and process innovation. For the purpose of investigation, firstly, the KIS (Korea Innovation Survey) dataset in the service sector was adopted, which includes information about patterns of innovation in the Korean firms that provide service offerings. Then, service typology was developed by two criteria - customize-based and facility-based - on the assumption that the characteristics of service innovation activities will vary according the these two criteria; the classifies services into four groups the patterns of innovation activities were analyzed with respect to innovation inputs, process, and outputs. The research findings indicate that each service group has its own patterns of innovation activities, providing valuable information about the state of affairs in service innovation, thereby are expected to help further study technology innovation activity in the service sector.

• Journal of Platform Technology
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• v.9 no.1
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• pp.15-22
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• 2021

In a smart manufacturing environment, more and more devices are connected to the Internet so that a large volume of data can be obtained during all phases of the product life cycle. The large-scale industries, companies and organizations that have more operational units scattered among the various geographical locations face a huge resource consumption because of their unorganized structure of sharing resources among themselves that directly affects the supply chain of the corresponding concerns. Cloud-based smart manufacturing paradigm facilitates a new variety of applications and services to analyze a large volume of data and enable large-scale manufacturing collaboration. The manufacturing units include machinery that may be situated in different geological areas and process instances that are executed from different machinery data should be constantly managed by the super admin to coordinate the manufacturing process in the large-scale industries these environments make the manufacturing process a tedious work to maintain the efficiency of the production unit. The data from all these instances should be monitored to maintain the integrity of the manufacturing service system, all these data are computed in the cloud environment which leads to the latency in the performance of the smart manufacturing service system. Instead, validating data from the external device, we propose to validate the data at the front-end of each device. The validation process can be automated by script validation and then the processed data will be sent to the cloud processing and storing unit. Along with the end-device data validation we will implement the APM(Asset Performance Management) to enhance the productive functionality of the manufacturers. The manufacturing service system will be chunked into modules based on the functionalities of the machines and process instances corresponding to the time schedules of the respective machines. On breaking the whole system into chunks of modules and further divisions as required we can reduce the data loss or data mismatch due to the processing of data from the instances that may be down for maintenance or malfunction ties of the machinery. This will help the admin to trace the individual domains of the smart manufacturing service system that needs attention for error recovery among the various process instances from different machines that operate on the various conditions. This helps in reducing the latency, which in turn increases the efficiency of the whole system

• The Korean Journal of Franchise Management
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• v.12 no.1
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• pp.21-34
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• 2021

Purpose: This study examines the structural relationship between perceived quality, relationship quality, and revisit intention in the context of coffee shop. In this model, perceived quality consists of product, service, and experience quality, and relationship quality consists of satisfaction, trust, and commitment, and performance consists of revisit intention. More specially, this study identifies whether perceived quality plays a mediating role in the relationship between perceived quality and relationship quality and the direct/indirect effects of perceive quality on intention to revisit. Research design, data and methodology: The survey was conducted from September 1 to 30, 2019. The data were collected from 320 respondents and analyzed using structural equation modeling (SEM) with AMOS program. Results: The findings are as follows. First, quality perception of coffee specialty stores had a statistically positive effect on relationship quality, indicating supports H1. Therefore, customers can know that they are aware of the quality of coffee specialty stores, including quality of service and experience as well as products, and that they form relationship quality with coffee specialty stores. Second, relationship quality between coffee shops and customers had a significant positive effect on performance. Thus, H2 was supported. The results show that if the coffee shop does not consider relationship quality as important, customer loyalty decreases, the number of customers decreases, and the number of customers who switch to another coffee shop increases, which can lead to a threat to the coffee shop. Third, in the case of hypothesis H3, it was found that there was a partial mediating effect of satisfaction and trust between quality perception and reuse intention of coffee specialty stores, so hypothesis H3 was partially supported. As commitment appears to have no mediating effect, it can be said that customers who use coffee shops are not only difficult to maintain as regular customers of a particular coffee shop, but also have ample room to move to other coffee shops. Conclusions: Although many scholars point out the importance of service quality, few studies were conducted in the context of the Korean food service industry (including coffee shops). From this perspective, this study tested several hypotheses that the quality (product, service, experience) perceived by customers can have a positive effect on relationship quality and performance (re-visit intention), either directly or indirectly. The findings of this study demonstrate that if the manager of a coffee shop understands the characteristics of quality perceived by customers and the role of relationship quality, the effect of quality perceptions on customers can be maximized in order to maintain the relationship with customers.