• Asia Marketing Journal
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• v.17 no.2
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• pp.39-62
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• 2015

Relatively little studies have investigated employee recovery from internal service failure, especially from the employees' perspective. When handling customer complaints, employees must not only deal with legitimate customer demands after a service failure, such as providing an apology, rectifying the problem, and offering compensation, but they must also manage illegitimate dysfunctional customers, who may yell, threaten, and even physically harm the employee. These negative experiences can have strong effects, and employees can exhibit higher levels of stress such as burnout and emotional labor, which have been linked to dissatisfaction, tension and anxiety, reduced performance and effectiveness, and a greater propensity to leave the firm, ultimately leading to negative financial consequences for the firm. These conditions result in internal service failure and create the need to recover employees-in other words, internal service recovery. However, little research has examined this issue so far. The purpose of the current study, therefore, is to investigate the relationship between internal service recovery and employee outcomes. A pre-test, post-test between-subjects experimental design was developed. Participants were 166 part-time students who were working full-time. The average age of the participants was 36.74 years, and 57.50% of them were female. The average length of employment was 13 years. Participants were randomly assigned to one of four groups of approximately equal size. Three of the groups were subjected to an experimental situation involving an internal service failure, while one group was not exposed to failure, thereby acting as a control group. This study contributes to the service marketing literature in several ways. First, the study extends service failure and/or recovery research by examining recovery in an employee context. Second, this study attempts to measure internal service recovery and to empirically demonstrate its relationship to employee outcomes. Third, this investigation emphasizes the managerial importance of internal service recovery. For example, understanding the nature of the relationships between internal service recovery and its consequences can improve the effectiveness and efficiency of managers' resource allocation decisions.

• Asia-Pacific Journal of Business
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• v.14 no.4
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• pp.87-113
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• 2023

Purpose - Focusing on Haier, a successful corporate venture in China, we analyse the operating mechanism and success factors of corporate venture, and reveal the necessary factors for the successful implementation of corporate venture. Design/methodology/approach - This study is a single case study centred on Haier, a successful corporate venture in China. Findings - The operational process of Haier's corporate venture includes six key aspects: project selection, team building, resource allocation and support, project implementation, risk control measures, performance evaluation and rewards. In terms of success factors, the support of top management with leadership capability of value creation and sharing is very important for the success of corporate venture. Secondly, a multi reward mechanism can be introduced to motivate employees and improve performance. Thirdly, it is important to integrate corporate culture into the operating mechanism of an corporate venture. Fourthly, flexible operations that break down rigid organisational boundaries and transform the organisation into a more open platform for entrepreneurship can increase the likelihood of success. Finally, empowering employees with operational discretion can also have a positive impact on the success of an Corporate Venture. Research implications or Originality - This study contributes to theory and practice by analysing the success conditions of corporate venture, providing new understanding and drawing new perspectives, especially from the experience of Haier. The results suggest strategies and flexibility for successfully pursuing corporate venture, and provide important experience for international companies to help them gain competitive advantage in global competition. It also helps corporate leaders to promote new directions and innovations and improve their strategies to respond to dynamic environments.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.19 no.11
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• pp.2199-2214
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• 1994

In order to sufficiently utilize the potential effectiveness of ATM networks, systematic and effective network management and control systems must be employed. In addition to network design, planning, and call routing techniques used in traditional circuit-switched networks. ATM networks can provide logical VP(Virtual Path) reconfiguration capabilities which can adapt to changes in the network environment. With a proper application of the VP reconfiguration technique, ATM networks can reduce the overhead of frequent network redesign and the overhead of call routing processing. However, ATM VP reconfiguration is a very complex and difficult problem which consists of many facets of optimization subproblems such as VP routing. VP sizing, VP terminating point location and VC routing. Most previous research on the ATM logical network reconfiguration problem dealt with the subset of the problem. This paper mathematically formulates the ATM network reconfiguration problem completely considering all subproblems. Since it is very difficult to derive the optimal solution of the formulated problem, we develop a heuristic method based on a Max min bandwidth allocation principle. We show the feasibility of the proposed heuristic method with a simple example.

• Journal of the Korea Convergence Society
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• v.11 no.4
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• pp.11-16
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• 2020

As a plan for oil spill accidents, research to collect and analyze optimal equipment assignments is essential. However, studies that have diversified and analyzed the optimal equipment assignments for responding to oil spill accidents have not been preceded. In response to the need for analyzing optimal equipment assignments study, we devised a genetic algorithm for optimal equipment assignments. The designed genetic algorithm yielded 10,000 optimal equipment assignments. We clustered using the k-means algorithm. As a result, the two clusters of Yeosu, Daesan, and Ulsan, which are expected to be the largest spills, were clearly identified. We also projected 16-dimensional data in two dimensions via Sammon's mapping. The projected data were analyzed for distribution. We confirmed that results of the simulation were better than those of optimal equipment assignments included in the cluster.In the future, it will be possible to implement an approximate model with excellent performance based on this study.

• Journal of Korea Society of Industrial Information Systems
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• v.16 no.1
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• pp.37-48
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• 2011

Sensor networks monitor the environment, collect sensed data, and relay the data back to a collection point. Although sensor nodes have very limited hardware resources, they require an operating system that can provide efficient resource management and various application environments. In addition, the wireless sensor networks require the code update previously deployed to patch bugs in program and to improve performance of kernel service routines and application programs. This paper presents EPRCU (Easy to Perform Remote Code Update), a new operating system for wireless sensor nodes, which has enhanced functionalities to perform remote code update. To achieve an efficient code update, the EPRCU provides dynamic memory allocation and program memory management. It supports the event-driven kernel, which uses priority-based scheduling with the application of aging techniques. Therefore, the proposed operating system is not only easy to perform wireless communication with the remote code update but also suitable for various sensor network applications.

• Journal of the Korean Institute of Landscape Architecture
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• v.20 no.2
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• pp.27-42
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• 1992

IN urban areas, public outdoor recreation opportunities are limited, traditional funding sources are being eraded, and crowding as well as ecological damage appear inevitable, these developments may require new analysis on the prospective policy of park, with the evaluation of the trend of amenity resources and recreation values, 16 parks were taken as informants in Deagu city area, the data for this research were collected 2,942 samples by the on-site-interview. The abstracted results of amenity elements were revealed as institutions and resource types, the attraction of resources was about twice as much as that of institutions. The resources is to be classified into two items ; national resources and human resources. The former is about five times as mcuh atractive as the latter. The attraction of natural resources consists in the atmospheric factors(35%), the biological factors(28%), the topographical factors(19%), and the scenery factors(18%). While, the attraction of human resources consists in the cultural factors(54%), the social factors(46%). The attraction of the base institutions is very low. The attraction of the static institution is three times as much as that of that of the dynamic institution. The above tendency is a general trend in Daegu city. But when we are taking into consideration in datail, we find that there is great difference among the green tract of land of the park. When the amenity resources of one's destination was used for the value of recreation, the pattern of attraction variables as a physical characteristics could explain 58%. Based on those result, this study is a small but important guidence for decision makings concerning to the allocation of scarce amenity resources.

• KSCE Journal of Civil and Environmental Engineering Research
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• v.37 no.3
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• pp.611-619
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• 2017

This paper intends to develop unit water production cost (UWPC) between alternative water resources including desalination, freshwater reservoirs, single-purpose dams, underground dams, and two indirect water in-take technologies - riverbank filtration and aquifer storage and recovery (ASR). The UWPCs of water supply schemes including each alternative are determined based on project cost, and operation and maintenance estimation models, which were developed based on real project cost data. The sensitivity analysis of UWPCs reveals that ASR is the lowest cost option in producing drinkable water among the alternatives, followed by riverbank filtration and underground dam. It is expected that economics related to the finding plays a critical role in supporting water resources planning and budget allocation for central and local water authority in Korea.

• Journal of Nuclear Fuel Cycle and Waste Technology(JNFCWT)
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• v.12 no.4
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• pp.253-265
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• 2014

Nuclear education & training is an important issue for sustainability of nuclear energy and the safety of the nuclear power plant. The purpose of this paper is to present policy initiatives for establishment of the national nuclear education & training system. It analyzed current status of nuclear manpower and nuclear education & training systems of Korean nuclear organizations and government strategic plans for nuclear manpower education & training. The features of the current nuclear education & training in Korea are institutional diversification and decentralization in Industry-University-Research system. However, linkages and cooperation systematically integrated between institutions are very weak. In addition, duplicated education & training programs and resource allocation, and the resultant inefficiency have been raised as a problem. Therefore, this paper proposed the national nuclear education & training system model as a macro policy initiatives and construction of control tower that manage and adjust overall nuclear education & training.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 1995.04a
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• pp.847-864
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• 1995

In this paper we present an integrated methodology for strategic planning in telecommunications standardization. Especially this paper focuses on the method of setting priorities for telecommunications SWAs(Standardization Work Areas) and related SWls(Standardization Work Items). To make a strategic plan for telecommunications standardization in which usually includes prioritization, resource allocation, standardization schedule for each SWA is based on prioritization of SWAs. Our methodology integrated various existing methods including the Analytic Hierarchy Process(AHP) and a modified Delphi technique. Recently, rapid technology evolution in telecommunications fields increases the necessity of developing more and more new standards. Also increased complexity of those technologies makes standards more complicated, more specified and more thick than the past ones. As a result, the number of SWAs and SWIs are being increased constantly. Furthermore, rapid telecommunication environment changes such as deregulation, liberalization, privatization, regionalization, and globalization surrounding standardization bring about new challenges and opportunities. Due to all these trends, strategic planning for telecommunications standardization grows more and more important. To cope with these challenges and also to make the more efficient use of the limited standardization resources including time, financial, human resources, we suggest more logical and rational approach that will be a backbone of strategic plan for telecommunications standardization. The telecommunications standardization planning process involves a MCDM(Multi-Criteria Decision Making) process. The Analytic Hierarchy Process(AHP) is a kind of MCDM approaches. Our method is based on a combination of a modified Delphi technique and an application of AHP(Liberator's spreadsheet model). Analyzed data from Delphi technique is used as inputs to ABP. In addition, we also focus on the technique how to combine group judgments and to handle a large number of comparisons. We present analyzed results including Pilot and Full Scale Survey according to the proposed process. The result of this study will be useful input for telecommunications standardization policy making and practical implementation.

• Journal of Korea Technology Innovation Society
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• v.17 no.1
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• pp.124-145
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• 2014

Market failure occurs when Pareto efficiency is not achieved through market mechanism. In order to solve this problem, government intervene market; paying great attention to the optimum state of resource allocation. However, as the size of government investment in R&D goes up, many professionals emphasize the importance in efficient management system. This work is the result of exploratory study to look into life-cycle management of governmental R&D program. Literature reviews and empirical research on governmental R&D programs elicit improvements for effective life-cycle management of governmental R&D program as follows: consistent discrimination between capital expenditure and recurring expenditure, dual management system by spending properties, implementing total cost management system in capital expenditure, and discrimination between preliminary feasibility study with confirming total program cost in recurring expenditure.