• 품질경영학회지
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• 제36권4호
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• pp.47-55
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• 2008

This study describes the creation of a scale to measure standardization for service encounter process. Measuring standardization of service encounter process is devided into manual level and action level. We investigate the relative impact of process standardization about service quality, job satisfaction and labor productivity. Our findings indicate that action level of service encounter process standardization is more important than manual level, and its process standardization positively affects service quality, job satisfaction and labor productivity positively.

• 한국컴퓨터정보학회지
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• 제12권1호
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• pp.21-27
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• 2004

본 연구는 기업이나 공공단체, 학교 등 대량의 PC를 보유하고 있는 곳에서 PC의 고장에 대한 효율적이고, 체계적인 유지보수 기능을 갖는 시스템의 개발과 운영을 설계하였다. 네트워크 유지보수 계약에 활발히 사용되고 있는 서비스 수준 협약(Service Level Agree : SLA) 기법을 활용하여 서비스 제공자의 서비스 제공 수준에 대한 투명한 측정과 관리를 할 수 있게 설계하였으며, 서비스 요구 점수, 유지보수 활동, 사용자 만족도, 확인 과정에 이르기까지 서비스의 전체 과정이 하나의 시스템에서 이루어지도록 One Stop Service가 가능하도록 시스템을 설계하였다.

• 한국IT서비스학회지
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• 제5권2호
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• pp.137-153
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• 2006

SOA(Service Oriented Architecture) can be a technique to make compassable software from mapping business service to software component. To support effective SOA, it is important that services have to be defined or classified more independently for dynamic and reusable composition. Several methods have been issued but no ways to defined service granularities, service type or service unit. In this paper we introduce 3 level views, service level, service granularity to reuse effectively. And, we suggest service definition guidelines using them.

• 대한간호학회지
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• 제39권3호
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• pp.409-421
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• 2009

Purpose: In this research multi-level analysis was done to identify factors related to quality of services. Patient characteristics and organizational factors were considered. Methods: The data were collected from the Health Insurance Review and Assessment Service(HIRA) data base. The sample was selected from 17,234 patients who had been admitted between January 2007 and May 2008 to one of 253 long-term care hospitals located in Seoul, six other metropolitan cities or nine provinces The data were analyzed with SAS 9.1 using multi-level analysis. Results: The results indicated that individual level variables related to quality of service were age, cognitive ability, patient classification, and initial quality scores. The organizational level variables related to quality of service were ownership, number of beds, and turnover rate. The explanatory power of variables related to organizational level variances in quality of service was 23.72%. Conclusion: The results of this study indicate that differences in the quality of services were related to organizational factors. It is necessary to consider not only individual factors but also higher-level organizational factors such as nurse' welfare and facility standards if quality of service in long term care hospitals is to be improved.

• 복식문화연구
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• 제20권1호
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• pp.1-17
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• 2012

The purposes of this study were to analyze factors of mass customization for hair salon's customers and to identify the differences among groups segmented by mass customization level. The self-administered questionnaire was used for data collection. The respondents were 423 women using hair salons. Factors of hair salon's mass customization implementation were sanitary condition & hair salon's staff, hair styling technique, communication service, tangible service, monetary support, convenience service, and visible service. Hair salon's customers were categorized into the high-level of needs group, the middle-level of needs group, and the low-level of needs group. The high-level of needs group consisted of university students or women with a higher education or higher income. This group selected beauty salons by the promotion or advertisements, preferred their own unique hair style or a little-fashionable hair style, and showed a lower level of patronage. The middle-level of needs group consisted of university students or women with a higher education or higher incomes. They selected hair salons by service prices, preferred a basic hair style, and showed a midium level of patronage. The low-level of needs group consisted of women with lower education or lower income. They selected beauty salons by career of hair dressers or the promotion or advertisement, preferred highly fashionable hair style, and showed high level of patronage.

• 한국의류산업학회지
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• 제13권4호
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• pp.531-537
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• 2011

Employees of sales departments of apparel makers play an important role in the success of a fashion-related business because they provide service through the direct contact with customers. This research tests several hypothesized relationships between its determinants, such as job satisfaction and customer orientation, along with service delivery level. The subjects in this study were salespeople who worked at fashion stores in Yeosu and Sunchon. To measure the hypotheses, 200 questionnaires were handed out and 185 were collected. 163 questionnaires were used for the analysis, as 22 were found to be invalid. Frequency analysis, factor analysis, reliability analysis, and multiple regression techniques were used after coding and cleaning the data with the software SPSS 18.0. The result of this study are as follow. First, job satisfaction have a positive influence on employee's customer orientation. Second, job satisfaction have an effect on procedural and hospitable service delivery level. Third, it was found that the customer orientation have a significant impact on their procedural and hospitable service delivery level.

• 한국주거학회논문집
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• 제21권5호
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• pp.63-72
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• 2010

The purpose of this study is to evaluate the performance of Housing Service Centers in terms of a new attempt made by NGOs and to then determine the implication of collaboration with lower level local governments in a housing welfare delivery system. The evaluation of the performance of the Housing Service Centers focused on three aspects: the performance outcomes for three years, comparative advantages to lower level local governments, and the vulnerability as an NGO. As a result of evaluating the outcome of Housing Service Centers and comparative advantages of Housing Service Centers to the local government, it is expected that a more effective housing welfare delivery system is able to be constructed when Housing Service Centers and lower level local governments collaborate. However, fiscal vulnerability of Housing Service Centers as NGO's will restrict the sustainability of the collaboration of both organizations. Therefore, as a conclusion, this study proposed that the governments should make use of Housing Service Centers as a public policy agency and projects should be based on a contract.

• 한국경영과학회지
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• 제33권2호
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• pp.115-135
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• 2008

An interesting problem in capacitated supply chains is how to guarantee customer service levels with limited resources. One of the common approaches to solve the problem is differentiating service depending on customer classes. High-priority customers receive a better service at the cost of low-priority customers' service level. One of common criteria to determine a customer's priority in practice is whether he has made a reservation before arrival or not. Customers with a reservation usually receive service based on the time the reservation was made. We examine the effect this advance information of customer arrival has on customer service levels. We show the trade-offs between the leadtime and other system characteristics such as the proportion of high-priority customers. when the service level is high. We also suggest how to differentiate service using the asymptotic ratio of the service levels for both types of customers.

• 한국IT서비스학회지
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• 제9권4호
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• pp.231-242
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• 2010

The emergence of convergence has been the cause of development of the industry more complex and difficult by continually changing business environment and the destruction of the business area. The government-initiatives approach shows the limits to foster the new industries in needs of service-oriented ecosystem. In this study, we propose the service model as service-based approach for the development of new industries derived through the convergence inter-industry. While business model is defined based on the company's temporary and piecemeal activities, service model is the concept of dynamic and continuous that includes national, industrial, corporate level. In order to derive the service model, to identify current problems and issues with the public and the private sector is first. Then design the roadmap for the implementation of the desired shape through strategy from optimal rationality and long-term strategy. In this study, we define a service model, and consider when establishing a service model for three dimensional(national, industrial, corporate level) through analyzed by 3Level Service Model. And we also consider characteristics of the service model and approach, present the case of 'New Transit Card Services in Seoul'.

• 경영과정보연구
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• 제30권3호
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• pp.191-215
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• 2011

소매서비스업은 고객서비스의 제공을 통해 차별화를 시도하면서도 서비스의 생산 및 전달과정에 참여하는 고객의 행동을 관리할 필요가 있다. 소매서비스업에서 고객참여행동을 적절히 활용하기 위해서는 소매서비스업에 따른 고객참여행동의 수준을 보다 면밀히 파악하고 알아야 할 필요가 제기된다. 본 연구에서는 국내의 주요한 소매서비스업을 선별하여 고객참여행동의 수준을 파악해 보고자 한다. 4가지 소매서비스업 유형(접촉의 정도와 참여행동 수준의 정도에 따라 구분된 패밀리 레스토랑, 미용서비스, 병원서비스, 교육서비스)에 따라 고객참여행동의 하위차원 (적극성, 소통성, 교감성, 순응성)이 어떤 수준의 차이를 보이는 지를 실증적으로 확인하고자 한다. 연구의 결과, 적극성과 소통성에 있어서는 소매서비스 유형별로 유의하게 차이가 있는 것으로 나타났으나, 교감성의 경우에는 집단 간의 차이가 유의하지 않았고, 순응성의 경우에는 한계수준에서 집단 간의 차이를 확인할 수 있었다. 네 가지 소매서비스 유형중 가장 고객참여행동의 수준이 높은 소매서비스는 병원서비스이며, 다음으로 패밀리레스토랑, 교육서비스, 그리고 미용실서비스로 나타났다. 이로써, 본 연구는 소매서비스업 유형에 따라 고객참여행동의 내용과 양이 다르다는 것을 실증하였으며, 소매서비스업 유형별 고객참여행동의 수준을 확인하고 이를 고객참여행동 유도전략에 활용할 수 있는 계기를 마련하였다.