• Journal of Korean Society of Industrial and Systems Engineering
• /
• v.33 no.2
• /
• pp.148-153
• /
• 2010

Nowadays, customers have increasing needs, so more and more enterprises are selling their products with additional services and or contents. The emergence of service added to the product leads to the emergence of the Product-Service Systems(PSS). Many researches related to PSS are mainly concerned with general PSS and PSS modeling, which can not readily assist manufactures of consumer products to implement and realize PSS solution. We have wondered whether customers can distinguish service functions from product functions. Through the case studies on Apple and Nintendo and the survey on the representative 5 IT products, we propose the design factors of products and services for PSS.

• The Journal of Information Systems
• /
• v.16 no.3
• /
• pp.69-90
• /
• 2007

Recently, Service Level Management(SLM) including SLA has been developing to manage the level of information systems service. Although previous SLA studies have provided the conceptual model and critical success factors, the studies have not tested the effectiveness of the SLA by way of the empirical study. In this study, we applied an innovation decision making theory to our model and tested an empirical study using of a firm survey data. We suggested a SLM model, which consists of SLA planning, application, management dimensions. We found that the SLM's management stage has an impact on performance, whereas SLM's planning and application has not. At each sub dimensional analysis, there are found that adequate SLA indicators in the application stage influences performance and change management and feedback & reporting in the management stage influence performance.

• Asia pacific journal of information systems
• /
• v.28 no.2
• /
• pp.133-153
• /
• 2018

This study investigates responses to privacy concerns by analyzing the psychological and behavioral characteristics related to the disposition toward invoices of courier service users. To this end, we develop a theoretical framework by combining stimulus response theory, communication privacy management theory, the theory of reasoned action, and the theory of planned behavior. Based on the theoretical framework, we analyze the relationships between social influence, privacy propensity, privacy control, privacy risk, privacy concern, invoice disposition intention, and invoice disposition behavior in the context of courier services. To test our hypotheses, we survey courier service users in the U.S. and Korea. Using a structural equation model, we test the relationships among these various factors for the courier service users of the two countries. Results have distinct implications for the psychological and behavioral characteristics concerning the disposal of courier invoices and enable understanding of the characteristics of courier service customers of the two countries.

• The Journal of Information Systems
• /
• v.18 no.1
• /
• pp.1-24
• /
• 2009

Recently many companies have increased their investment in IT because they are increasingly interested in taking advantage of IT and they recognized that it was a very important strategic resource that any organization should manage. That means that the members of a company or an organization realized the importance of IT specialists' coordinating and working in partnership with the business employees to ascertain the high quality and productivity through IT services. While the company looks at IT cost reduction, there is a pressure from users for more support and service from IT departments. That means IT service providers have to offer improved service quality at reasonable cost. To solve the contradictory problem, this paper proposes the application of IT service management. If the IT service management is implemented properly, an organization can attain the tangible and intangible results which are profitable and effective. In Korea, studies on IT service management have focused only on getting a certification and development issues, and there are few papers which accomplished empirical studies. From the viewpoint of Resource-based theory, this study reviews the definition of IT service management and its elements. It has demonstrated empirically how IT service management can have an impact on IT service management performance. As a result, IT service management plays a role in adding and improving the practical use and efficiency of IT service management. In conclusion, this study contributes to support and show the critical point of the previous literatures about IT service management and offers the new practical implications for business sectors.

• KSII Transactions on Internet and Information Systems (TIIS)
• /
• v.13 no.1
• /
• pp.86-109
• /
• 2019

Cloud computing systems' performance is still a central focus of research for determining optimal resource utilization. Running several existing benchmarks simultaneously serves to acquire performance information from specific cloud system resources. However, the complexity of monitoring the existing performance of computing systems is a challenge requiring an efficient and interactive user directing performance-monitoring system. In this paper, we propose an effective multivariate control framework for monitoring cloud systems performance. The proposed framework utilizes the hardware cloud systems performance metrics, collects and displays the performance measurements in terms of meaningful graphics, stores the graphical information in a database, and provides the data on-demand without requiring a third party software. We present performance metrics in terms of CPU usage, RAM availability, number of cloud active machines, and number of running processes on the selected machines that can be monitored at a high control level by either using a cloud service customer or a cloud service provider. The experimental results show that the proposed framework is reliable, scalable, precise, and thus outperforming its counterparts in the field of monitoring cloud performance.

• Journal of Korean Society of Industrial and Systems Engineering
• /
• v.35 no.4
• /
• pp.194-201
• /
• 2012

Because the difference between products and services are getting less and less, service and manufacturing companies' efforts are increasingly focused on utilizing services to satisfy customers' needs under today's competitive market environment. The value of services depends on service reliability that is identified by satisfaction derived from the relationship between customer needs and service providers. In this paper, we extend concepts from the fault tree analysis for reliability analysis of tangible systems to services. We use an event-based process model to facilitate service design and represent the relationships between functions and failures in a service. The objective of this research is to propose a method for evaluating service reliability based on service processes using service blueprint and FTA. We can identify the failure mode of service in a service delivery process with a service blueprint. The fuzzy membership function is used to characterize the probability of failure based on linguistic terms. FTA is employed to estimate the reliability of service delivery processes with risk factors that are represented as potential failure causes. To demonstrate implementation of the proposed method, we use a case study involving a typical automotive service operation.

• Management & Information Systems Review
• /
• v.25
• /
• pp.1-34
• /
• 2008

This empirical research examined the effects of organizational service orientations on business performance since the service orientations had been considered very importantly for delivering excellent service quality in many studies. The purpose of this study was to investigate the relationships among service orientations, customer orientations, employees' job satisfactions and business performance in medical service organizations. A model and hypotheses on the basis of this model were developed. And data from employees in medical service organizations were collected using questionnaires. Respondents were asked to related variables of their organizations. A total of 217 questionnaires collected were used to test hypotheses. The results obtained were as follows; first, service orientation factors had a positive significant effect on customer orientations, employees' job satisfactions and business performances. Second, employees' job satisfaction had a positive significant effect on their customer orientations. Third, customer orientations and employees' job satisfactions had a positive significant effect on business performances. Thus, it is advisable for managers or operators to emphasize service orientations in medical service organizations. This study is specific to ambulatory service in a medical service organizations, so generalizing the results to other area may not be possible. Although this study may help to guide the roles of service orientations, customer orientations, employee satisfactions and business performances in medical service organizations, future studies should consider other relative variables.

• Journal of Korea Multimedia Society
• /
• v.11 no.5
• /
• pp.710-727
• /
• 2008

Service-oriented computing systems have been issued by their properties of reducing software development time and effort by reusing functional service units. The reusability of services can effectively promote through loose coupling between services. But strong associations of object-oriented systems such as inheritance and aggregation create a rather tight coupling between objects. The component-based systems without inheritance and aggregation create a loose coupling between components. Thus components provide service realization at runtime using the functionality provided by their interfaces. Therefore legacy component-based systems need to have service-oriented computing concept in order to support functional service units efficiently. Also, conventional methods for service-oriented computing system have not suggested the clear classification of service layers, the clear service identification guideline introducing service layers and a service mapping method between serviceces of each layer. Therefore we suggest the service classification and the identification guideline of business view and implementation view introducing layers and propose a mapping between two views. That is, we research service layers, service identification, diversified service sizes and a service mapping method between services of each layer. This can be applied to legacy component-based system to extend to the service-oriented computing system.

• Proceedings of the Korea Association of Information Systems Conference
• /
• 2003.11a
• /
• pp.67-77
• /
• 2003

The object rye of this study is to analyze the relationship of the main variables - perceived usefulness (PU) and perceived ease of use (PEOU) - wi th self-efficacy and IT service quality. In result, we show that IT service quality effects on PEOU and PU, and computer self-efficacy effects on PEOU.

• Proceedings of the Acoustical Society of Korea Conference
• /
• 1998.06c
• /
• pp.343-346
• /
• 1998

This paper present an access scenario to the Korean standard time service systems and those of world major cities was designed in the research for development of the time-announcing service systems. Elements of the system structure as well as statistics and user management were proposed as the main topics for the research. As a result of the research, a system was realized for world time announcing service by dialing 116.