• Journal of Communications and Networks
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• v.16 no.5
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• pp.534-547
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• 2014

Large-scale failures resulting from natural disasters or intentional attacks are now causing serious concerns for communication network infrastructure, as the impact of large-scale network connection disruptions may cause significant costs for service providers and subscribers. In this paper, we propose a new framework for the analysis and prevention of network service disruptions in large-scale failure scenarios. We build dynamic deterministic and probabilistic models to capture the impact of regional failures as they evolve with time. A probabilistic failure model is proposed based on wave energy behaviour. Then, we develop a novel approach for preventive protection of the network in such probabilistic large-scale failure scenarios. We show that our method significantly improves uninterrupted delivery of data in the network and reduces service disruption times in large-scale regional failure scenarios.

• Journal of Communications and Networks
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• v.14 no.3
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• pp.319-335
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• 2012

In this study, we design an applicable model enabling internet protocol television (IPTV) service providers to use a virtual network (VN) for IPTV service delivery. The model addresses the guaranteed service delivery, cost effectiveness, flexible control, and scalable network infrastructure limitations of backbone or IP overlay-based content networks. There are two major challenges involved in this research: i) The design of an efficient, cost effective, and reliable virtual network topology (VNT) for IPTV service delivery and the handling of a VN allocation failure by infrastructure providers (InPs) and ii) the proper approach to reduce the cost of VNT recontruction and reallocation caused by VNT allocation failure. Therefore, in this study, we design a more reliable virtual network topology for solving a single virtual node, virtual link, or video server failure. We develop a novel optimization objective and an efficient VN construction algorithm for building the proposed topology. In addition, we address the VN allocation failure problem by proposing VNT decomposition and reconstruction algorithms. Various simulations are conducted to verify the effectiveness of the proposed VNT, as well as that of the associated construction, decomposition, and reconstruction algorithms in terms of reliability and efficiency. The simulation results are compared with the findings of existing works, and an improvement in performance is observed.

• Journal of the Korean Society of Costume
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• v.63 no.3
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• pp.46-60
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• 2013

With a goal of establishing a marketing strategy which allows businesses to hold a dominant position in beauty service industry, this study has attempted to investigate causal relations among behavioral intentions by customer satisfaction once service recovery strategy is recovered depending on customers' emotional responses against service failure. In order to provide relevant data to make correct decisions during management and marketing planning so that better customer satisfaction can be achieved in the beauty service industry, the results of the previous studies on service failure and recovery strategy in the beauty service industry have been examined. Then after selecting i) the efforts to recover service failure, ii) satisfaction after recovery and iii) behavioral intention after satisfaction as causal variables, the relation among these variables were verified using a structural equation model. As a result, an appropriate recovery strategy which is developed after service failure makes customers have positive behavioral intentions when customer satisfaction is achieved just as described in previous studies. Furthermore, it is a critical fact which helps businesses keep their customers in a mature market, where it is hard to attract new customers and create long-term profit. This study empirically supports information on how service failure and related variables occur in the beauty service industry. It is significant in that it has helped beauty service providers build service recovery-related strategies.

• Journal of the Korean Society of Clothing and Textiles
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• v.35 no.6
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• pp.700-711
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• 2011

The purposes of the study were to identify the online service attributes that contribute to online consumer experiences of satisfaction, service failure, and service recovery and to examine whether differences exist in these attributes between U.S. and Korea. E-A-S-QUAL provided a useful framework for the study. Focus group interviews and web surveys were conducted by utilizing college students in both countries. No significant cultural differences were found in online service dimensions of service satisfaction. Personalization was the most frequently mentioned online service dimension of service satisfaction both in the U.S. and Korea. The findings showed significant cultural differences in terms of online service dimensions responsible for service failure and recovery. For Korean consumers, merchandising was one of the key online service dimensions of service failure, while efficiency was the important service dimension resulting in service failure for the U.S. consumers. In addition, for U.S. consumers, efficiency and personalization were the two most frequently mentioned service dimension for service recovery, while Korean consumers put more importance on the contact and information dimensions for service recovery. This study provided a comprehensive list of online service attributes important to online apparel retailing.

• Journal of Korean Society for Quality Management
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• v.47 no.3
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• pp.641-659
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• 2019

Purpose: Recently, the managing customer complaints properly has emerged as key source of competitive advantage in the large distribution industry. Effective customer complaint management helps firms minimize service failures and incense the capability to respond to customer's needs. Despite this importance, the in-depth prior study of a firm's service failures is very limited. Therefore, the actual service failure cases of large discount stores in Korea were analyzed in this study, and the types of service failures that occur at the service interface were identified. Method: Specifically, a total of 48,307 cases of customer complaints that have occurred in the past three years were collected from 1 January 2016 to 31 December 2018. Using 7 dimensions of service marketing mix. we have classified and analyzed systematically the service failure cases collected. Results: Among the cases of service failures, 34,921 (72.3%) cases were involved with the product factor, followed by 6,152 (12.7%) cases with person factor and 5,392 (11.2%) cases with process factor. Conclusion: By linking the main causes of service failure with the service marketing mix variables, this research presented a more systematic analytic model and verified by applying it to large domestic distribution company. Understanding the main factors affecting customer complaints n the large distribution industry can provide managers useful information and insight who want to achieve an effective customer complaint management.

• Journal of the Korean Society for information Management
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• v.30 no.2
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• pp.35-59
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• 2013

The aim of this study is to investigate the role of information service failure severity within existing framework of service recovery justice research and analyse the effects of the attribution of service recoveries on recovered user satisfaction and revisit. For empirical analysis, A total of 452 valid questionnaires were used to analyse the data gathered from university students who experienced the information service failures of university library. Some findings of the research are as follows: First, service failure severity has negative effect on service recovery justice. Second, procedural and interactional recovery justice has positive effect on recovered user satisfaction. Third, service recovery justice has significant influence on procedural and interactional justice. Finally, recovered user satisfaction has positive effect on user revisit and mouth of word.

• Journal of information and communication convergence engineering
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• v.10 no.1
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• pp.11-20
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• 2012

In a marine ubiquitous sensor network (USN) system using expensive sensors in the harsh ocean environment, it is very important to discover failures and devise recovery techniques to deal with such failures. Therefore, in order to perform failure modeling, this study analyzes the USN-based real-time water quality monitoring service of the Gaduri Aqua Farms at Songdo Island of Yeosu, South Korea and devises methods of discovery and recovery of failure by classifying the types of failure into system element failure, communication failure, and data failure. In particular, to solve problems from the perspective of data, this study defines data integrity and data consistency for use in identifying data failure. This study, by identifying the exact type of failure through analysis of the cause of failure, proposes criteria for performing relevant recovery. In addition, the experiments have been made to suggest the duration as to how long the data should be stored in the gateway when such a data failure occurs.

• Journal of the Korean Data and Information Science Society
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• v.19 no.4
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• pp.1123-1131
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• 2008

A considerable amount of research has focused on the dimensionality of service failure and recovery construct. This paper is focused on service failure and recovery in the Korean native cattle and imported beef restaurant industry in the Korea. So, this paper has adapted Kau and Loh's Service recovery measurement scale so that restaurant managers can use it to determine how customers perceive the service quality in Korean native cattle beef restaurant and imported beef restaurant. The purpose of this research is to test the difference in pre-purchase expectation and post-purchase actual performance of 4 dimensions between the restaurants that sell the beef of Korean native cattle and imported cattle. The paired t -test is used to test difference of pre-purchase expectation and post-purchase actual performance for service recovery measurement scale's 4 dimensions of the 2 restaurant types. But, there is significant difference between pre-purchase expectation and post-purchase actual performance in the 2 restaurant types.

• Journal of Korea Society of Industrial Information Systems
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• v.23 no.5
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• pp.145-157
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• 2018

The purpose of this study is to explore ways of service recovery and procedures through the service failure cases depending on the employee capacity that leads to improving quality of the airline cabin service. This study was tested using the failure case of airline in korea. Since interrupting and discontinuing of customer service affect customer defections, customer satisfaction must quickly respond to the service's error situation. The service of the cabin crew is closely related to the customer's evaluation, the direct connection. Customer's objectives are to meet employee needs for service recovery and to recognize and analyze customer perceptions of human resources services, restore customer expectations and maintain contracts with customers. Therefore, this study proposes a set of strategies for effectively preventing and responding to customer related service failure in the airline cabin service.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.15 no.8
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• pp.3086-3101
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• 2021

To supply precise marketing and differentiated service for the electric power service department, it is very important to predict the customers with high sensitivity of electric power failure. To solve this problem, we propose a novel grouped 𝑙_1/2 sparsity constrained logistic regression method for sensitivity assessment of electric power failure. Different from the 𝑙₁ norm and k-support norm, the proposed grouped 𝑙_1/2 sparsity constrained logistic regression method simultaneously imposes the inter-class information and tighter approximation to the nonconvex 𝑙₀ sparsity to exploit multiple correlated attributions for prediction. Firstly, the attributes or factors for predicting the customer sensitivity of power failure are selected from customer sheets, such as customer information, electric consuming information, electrical bill, 95598 work sheet, power failure events, etc. Secondly, all these samples with attributes are clustered into several categories, and samples in the same category are assumed to be sharing similar properties. Then, 𝑙_1/2 norm constrained logistic regression model is built to predict the customer's sensitivity of power failure. Alternating direction of multipliers (ADMM) algorithm is finally employed to solve the problem by splitting it into several sub-problems effectively. Experimental results on power electrical dataset with about one million customer data from a province validate that the proposed method has a good prediction accuracy.