• 유통과학연구
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• 제13권2호
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• pp.63-73
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• 2015

Purpose - Satisfaction with service is evaluated according to customers' subjective judgment. The expected value of customer service and its evaluations depend on the customers' position. The customer recognizes two different forms of service levels. One is satisfaction and the other is dissatisfaction. Customers who are satisfied want to receive the service in future. However, those dissatisfied try to change the service. The service provider tries to improve the service. There are two different service cycles. One is the successful cycle and the other is the failure cycle. This study aimed to empirically determine the effects of the justice and authenticity of service recovery on customer behavioral intention through an integrated approach to cognitive justice and psychological authenticity. Research design, data, and methodology - Based on a literature review, justice of service recovery was categorized into three types: distributive, procedural, and interactive. Then, authenticity was added to obtain four independent variables, along with recovery satisfaction as a parameter. Behavioral intention, as an outcome variable, was divided into the repurchase intention and positive word-of-mouth. The model and hypotheses were created and measurement items were developed. A questionnaire survey of items concerning the service recovery experience at family restaurants was conducted on college students and residents in Gwangju from September 30 to October 31, 2013. A total of 400 copies of the questionnaire were sent out and 385 were returned. Respondents answered questions about the importance of, and satisfaction with service recovery on a 5-point Likert scale. Excluding 174 copies without service failure experiences and 7 inappropriate copies, 204 copies were analyzed using SPSS 21.0 for Windows and AMOS 20.0 to determine the reliability and validity of measurements. The hypotheses were tested through a goodness-of-fit analysis. Results - First, distributive justice positively affected recovery satisfaction. Second, procedural and interactive justice had no impact. Third, authenticity positively affected recovery satisfaction. Fourth, distributive justice had relatively stronger effects on recovery satisfaction than authenticity. Fifth, recovery satisfaction significantly affected repurchase intention and positive word-of-mouth and it proved effective in mediation. Finally, additional analysis was performed for descriptive statistics of the principal variables by various demographic characteristics and significant differences were found in gender, occupation, and so on. Conclusions - This study has academic significance as the fairness and authenticity of service recovery were investigated to reveal the effects on behavior. The findings could be applied to a wide range of service recovery strategies. However, there are some limitations. First, data was collected only from the residents of Gwangju and most respondents were aged 20-30. Future studies should target a wide range of areas and age groups. Second, because the questionnaire used in this study targets only convenience family restaurants, the results of this study cannot be generalized to all services companies. Future research should be done on a wide range of industries such as hotels, airlines, and hospitals, and perform a comparison between sectors.

• 한국유통학회지:유통연구
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• 제17권1호
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• pp.1-36
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• 2012

서비스실패는 고객이탈의 주요 원인이다. 오늘날과 같은 공급과잉의 치열한 경쟁시장에서 서비스실패로 인한 결과는 단순한 고객불평에서 끝나지 않고 해당기업에 대한 대중 소비자의 반기업정서를 유발할 만큼 치명적일 수 있다. 따라서 효과적인 복구전략 개발을 위해, 실패와 복구에 대한 고객반응을 심도있게 설명할 수 있는 연구가 필요하다. 이러한 맥락에서 본 연구는 서비스실패와 복구를 '고객-기업 관계의 위기와 회복'이라는 관점에서 조망하여, 복구만족도 수준에 따라 고객애정, 고객신뢰, 충성의도의 이월효과와 심각성의 직접 효과 및 실패 이전과 복구 이후 시점간 관계특질변수들의 역학관계변화도 비교분석하였다. 분석결과, 일단 실패가 발생하면 복구만족수준에 상관없이 충성의도는 미래로 이월되지 않았고, 실패의 심각성은 충성의도에 유의한 부정적 영향을 미쳤다. 다시 말해 실패의 발생으로 그 무엇보다도 고객충성도가 가장 큰 타격을 입었다. 다행히 충성의도의 선행변수인 고객애정과 신뢰는 복구만족이 높은 경우 실패 이전에서 복구 이후로 이월효과를 보였다. 복구만족이 낮은 경우는 이월효과가 전혀 발견되지 않았고, 실패의 심각성이 문제시되어 신뢰와 애정의 회복에 장애물로 작용했으며, 과거에 비해 고객애정의 충성의도에 대한 직접 효과도 감소하였다. 일단 실패가 발생한 후에는 복구수준과 상관없이 충성의도 형성에 있어 고객신뢰의 중요성이 급증했다는 점도 중요한 발견점이었다. 연구결과를 통해, 실패복구상황에서 고객층성도 재구축을 최종 지향점으로 삼되, 그 과정에서 무엇보다도 신뢰의 회복을 최우선 목표로 설정해야 하고, 심각한 실패일수록 반드시 높은 복구 만족도를 달성해야 한다는 교훈을 얻었다. 복구만족의 조절효과 및 실패심각성과의 상호작용 패턴에 대한 흥미로운 발견을 바탕으로 이론적, 관리적 시사점을 도출하였으며 연구의 한계와 향후 연구과제에 대해서도 논의하였다.

• Journal of Power Electronics
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• 제6권3호
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• pp.205-213
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• 2006

A cost-effective magnetic-coupled AC-PDP sustain driver with low switching loss is proposed. The transformer reduces current stress in the energy recovery switches which affects circuit cost and reliability. The turns-ratio can be used to adjust the sustain pulse slopes which affect gas discharge uniformity. Dividing the recovery paths prevents abrupt changes in the output capacitance and thereby switching losses of the recovery switches is reduced. In addition, the proposed circuit has a more simple structure because it does not use the recovery path diodes which also afford a large recovery current. By reducing the current stress and device count in the energy recovery circuit, the proposed driver may have decreased circuit cost and improved circuit reliability.

• 유통과학연구
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• 제16권12호
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• pp.105-113
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• 2018

Purpose - This research is intended to suggest ways to enhance customers' satisfaction with service recovery. For this purpose, this study investigated the relationships among perceived justice (distributive, procedural, interactional justice) of service recovery efforts, perceived authenticity of service recovery efforts, the intention to follow advice, and the satisfaction with service recovery. Research design, data, and methodology - This research developed a structural equation model in which the perceived justice (distributive, procedural, interactional justice) and the perceived authenticity are predictors, the satisfaction with service recovery is a dependent variable, and the intention to follow advice is a moderator between the perceived justice (distributive, procedural, interactional justice) and the satisfaction with service recovery. Data were collected from visitors of fast food restaurants in Seoul, Gyeonggi province, and Kangwon province. A total of 330 questionnaires were distributed and 295 responses were collected indicating a response rate of 89.3%. After deleting data having missing value, 288 samples were used for analysis. SPSS 21.0 and AMOS 21.0 were used to test the reliability, validity, model fit, and hypotheses. Results - Empirical results showed that perceived justice, perceived distributive justice, and perceived authenticity had a positive influence on the satisfaction with service recovery. These results indicated that the more highly customers perceived the justice, distributive justice and the authenticity of service recovery efforts, the more they were satisfied with service recovery. And these influences were moderated by the intention to follow advice. Specifically, influences of the perceived justice, the perceived distributive justice, and the perceived authenticity on the satisfaction with service recovery were bigger for people with high intention to follow advice than people with low intention to follow advice. Conclusions - This research contributed to the service recovery literature by showing how perceived justice (distributive, procedural, interactional justice) and perceived authenticity influence satisfaction with service recovery. Moreover, current study introduced the intention to follow advice as moderator of this influence and revealed the moderation role of the intention to follow advice between the perceived justice (distributive, procedural, interactional justice) and the satisfaction with service recovery. Managerially, these results suggested retailing companies some ways to recover from service failure.

• 품질경영학회지
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• 제47권3호
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• pp.615-630
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• 2019

Purpose: Based on the theory of "Stimulus-Organism-Response" (S-O-R), this thesis takes customer forgiveness as a medium variable to explore the impact of merchant service remedy on customer behavior intention in the context of online shopping service failure. This thesis divides the merchant service remedy into two dimensions: spiritual recovery and material recovery, and reveals the influence difference of different merchant service remedy methods on customer behavior intention and the mediating role of customer forgiveness. Methods : 325 questionnaires were distributed and 307 valid questionnaires were collected for data analysis. The relationship between potential variables is proposed by using Structural Equations Modeling. Results : The two dimensions of service recovery have significant positive impact on customer forgiveness, and physical recovery has greater impact on customer forgiveness. In the influence of physical recovery on customer behavior intention, customer forgiveness is a partial mediating effect. However, in the influence of spiritual recovery on customer behavior intention, customer forgiveness is a complete mediating effect. Conclusion : In case of service faults, merchants should take the initiative to provide appropriate physical recovery and provide spiritual recovery sincerely and patiently. Only in this way can they regain good impression in the hearts of consumers and promote them to improve the quality of service recovery, so as to increase their willingness to repurchase Intention and positive word of mouth.

• 한국통신학회논문지
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• 제33권4A호
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• pp.440-449
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• 2008

본 논문에서는 Inmarsat M4 시스템의 수신기의 실제 구현에 적합한 16-QAM (Quadrature Amplitude Modulation) carrier recovery loop를 제안한다. Inmarsat M4 시스템 규격에서 권고하는 frequency tolerance는 ${\pm}924\;Hz$ (Signal bandwidth: 33.6 kHz) 로서 이러한 상대적으로 큰 주파수 옵셋 환경에서 안정된 동작이 가능한 carrier recovery loop 설계가 요구된다. 일반적인 PLL(Phase Locked Loop) 만을 이용한 carrier recovery loop는 상대적으로 큰 주파수 옵셋 환경에서 안정적인 성능을 보장할 수 없으며, 이에 따라 본 논문에서는 상대적인 주파수 옵셋이 큰 환경에서도 안정적이 동작이 가능한 Inmarsat M4 시스템을 위한 carrier recovery loop 루프를 제안한다. 제안된 carrier recovery loop는 우선 carrier recovery 이전에 UW 신호 detection 을 위해 주파수 옵셋에 강인한 differential filter 기반의 noncoherent 방식의 detector를 이용하여 UW detection을 수행하였으며, 이후 초기 주파수 옵셋 포착을 위해 UW(Unique Word) 신호를 이용한 차동 방식의 CP(Cross Product)-AFC를 적용하였다. 또한 일반적으로 알려진 16-QAM NDA (Non Data Aided) 방식 대신 안정적인 jitter 성능을 위하여 16-QAM DD(Decision Directed) 방식의 PLL 을 적용하여 위상 추적을 수행하였으며, 성능 검증을 통해 제안된 16-QAM carrier recovery loop가 만족스러운 성능과 신뢰성 있는 동작이 가능함을 입증하였다.

• 제어로봇시스템학회논문지
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• 제14권12호
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• pp.1302-1312
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• 2008

Relaxed Static Stability(RSS) has been applied to improve flight performance of modern version supersonic jet fighters. Flight control systems are necessary to stabilize an unstable aircraft and to provide adequate handling qualities. Also, flight control systems of modern aircraft employ many safety measure to cope with emergency situations such as a pilot unknown attitude flight conditions of an aircraft in night flight-testing. This situation is dangerous because the aircraft can lose if the pilot not take recognizance of situation. The system called the "Pilot Activated Recovery System" or PARS, provided a pilot initiated automatic maneuver capable of an aircraft recoveries in situations of unusual attitudes, speed and altitude. This paper addresses the concept of PARS with AARS(Automatic Attitude Recovery System), ATCS(Automatic Thrust Control System) and MARES(Minimum Altitude Recovery Estimation System), and this control law is designed by nonlinear control law design process based on model of supersonic jet trainer. And, this control law is verified by real-time pilot evaluation using an HQS(Handling Quality Simulator). The result of evaluation reveals that the these systems support recovery of an aircraft unusual attitude and speed, and improve a safety of an aircraft.

• 대한전자공학회:학술대회논문집
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• 대한전자공학회 1998년도 추계종합학술대회 논문집
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• pp.179-182
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• 1998

Carrier recovery, the process of recoverying the carrier in receiver, removes the phase difference between VCO and the received signal. However, the conventional structure of carrier recovery cannot be applied to multi-level QAM demodulator because of the increasing decision interval and the complexity of control as the number of symbol increases. In this paper, we suggest a new carrier recovery algorithm using $\theta-matching$ algorithm for multi-level QAM demodulation to overcome this problem and analysis the performance and implement it.

• 품질경영학회지
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• 제35권4호
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• pp.111-122
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• 2007

The purpose of the study is to find out the influences of various efforts on service recovery after the failure of the service for the customer satisfaction and a loyalty. The present study finds out the factors directly affecting service recovery and demonstrates the relationship of those factors with customer satisfaction and loyalty. As a result, the important factors for service recovery are an immediate compensation, truthfulness, reaction and assurance

• 한국콘텐츠학회:학술대회논문집
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• 한국콘텐츠학회 2018년도 춘계 종합학술대회 논문집
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• pp.485-486
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• 2018

In this paper, we consider a binary recovery framework of the Compressed Sensing (CS) problem. We derive an upper bound for $L_0$ recovery performance of a binary sparse signal in terms of the dimension N and sparsity K of signals, the number of measurements M. We show that the upper bound obtained from this work goes to the limit bound when the sensing matrix sufficiently become dense. In addition, for perfect recovery performance, if the signals are very sparse, the sensing matrices required for $L_0$ recovery are little more dense.