• 한국산학기술학회논문지
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• 제14권11호
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• pp.5541-5548
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• 2013

서비스의 속성상 어떠한 기업도 서비스 실패로부터 자유로울 수 없다. 때문에 이러한 서비스 실패를 적절하게 회복하기 위한 노력은 무엇보다 중요한 의미를 가지게 된다. 본 연구는 서비스 회복에 대한 대응 노력의 과정에서 서비스 실패의 상황을 심각성과 통제성으로 구분하였다. 이때, 공정성 지각이 신뢰와 만족에 미치는 영향과 더불어 종업원 진정성의 역할을 실증적으로 검증하여 중요성을 제시하고자 한다. 연구 대상은 서비스 불만을 제기한 경험이 있는 206명의 설문 자료를 SPSS, AMOS를 이용하여 분석하였다. 연구 결과를 요약하면 첫째, 서비스 실패 심각성은 공정성에 부(-)의 영향을 미치지 않았고, 서비스 실패 통제성만이 공정성에 부(-)의 영향을 미치는 것으로 나타났다. 둘째, 공정성 지각은 신뢰와 만족의 관계에서 정(+)의 영향을 미치는 것으로 나타났으며, 회복된 신뢰는 만족에 유의한 영향을 미치는 것으로 나타났다. 셋째, 심각성, 통제성, 공정성, 신뢰와 만족간의 구조적 관계에서 진정성에 의해 조절효과가 있는 것으로 나타났다. 이러한 연구 결과에 근거하여 시사점을 제시하고 미래 연구를 제안하였다.

• 한국프랜차이즈경영연구
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• 제11권3호
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• pp.19-26
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• 2020

Purpose: The old axion to put the customers first (e.g., customers are king, customers are always right) has been taken for granted in the service sector. In addition, many companies in South Korea are providing customer-first education for employees at their contact points to strengthen their competitiveness. However, excessive increase in the psychological power of the customer can lead to a problem of abuse of power, called 'Gap-jil.' Despite these concerns, most companies hardly discard policies to give high priority to customers because of the assumption that it enhances customer satisfaction leading to organizational performance. However, in recent years, some franchise catering companies have posted warnings about the abuse of power by customers, and a movement to pursue a power-balancing between service providers and their customers is spreading. Research design, data, and methodology: This research is conducted to reconsider the principle of the customer-first perspective and to create a basis for arguments that can solve the problem of abuse of power, which is recognized as a serious social problem. In this research, we test and analyze the effect of customers' psychological power in the context of a restaurant on expectation for service and response to service failure. Result: The result of an experimental study shows that the effect of psychological power on customer satisfaction can be somewhat negative. Also, customers with high psychological power are more likely to have high service expectations. Especially high psychological power of customers causes a difference in the expectation level of human factors such as employee attitude, while the difference in expectations of non-human factors such as restaurant atmosphere was not statistically significant. In addition, when customers with high psychological power encounter service failure situation, they are more likely to feel disappointment and regret with a service provider. Meanwhile, the effect of psychological power on complaining behaviors are not significant. Conclusions: The findings of this research provide meaningful implications that the service providers should reconsider their existing corporate culture and management policies that put customers first. In addition, the result of this research is provided meaningful opportunities to review the management philosophy for the company's customers and the education philosophy for the employee education.

• 한국전자통신학회논문지
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• 제18권5호
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• pp.935-944
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• 2023

본 연구에서는 신뢰성 연구에 적합하다고 알려진 Inverse-type(: Inverse-Exponential, Inverse-Rayleigh) 수명분포를 유한고장 NHPP(: Nonhomogeneous Poisson Process) 기반의 소프트웨어 개발비용 모형에 적용한 후, 성능을 결정하는 속성을 분석하였다. 또한, 모형의 효율성을 평가하기 위해 Goel-Okumoto 기본 모형과 함께 비교하였다. 고장 시간 데이터를 이용하여 모형의 성능을 분석하였고, 모수의 계산은 MLE(: Maximum Likelihood Estimation)를 적용하였다. 결론적으로, 첫째, 개발비용을 결정하는 m(t)를 분석한 결과, Inverse-Exponential 모형이 참값에 대한 오차가 적어 효율적이었다. 둘째, 개발비용과 함께 방출시간을 분석한 결과 Inverse-Rayleigh 모형이 가장 좋은 것으로 확인되었다. 셋째, 제안된 모형의 속성(m(t), 비용, 방출시간)을 종합적으로 평가한 결과, Inverse-Rayleigh 모형의 성능이 가장 우수하였다. 따라서 소프트웨어 개발자가 초기 프로세스에서 본 연구 데이터를 효율적으로 활용할 수 있다면, 비용에 영향을 미치는 속성들을 사전에 탐색하고 분석할 수 있을 것이다.

• 한국자동차공학회논문집
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• 제17권2호
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• pp.112-117
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• 2009

The new suspension, called ISU(In-arm suspension system) was developed for Infantry Fighting Vehicle. During vehicle field test, early failure of ISU's sealing system was occurred after driving the paved road. From the failure analysis, ISU's displacement data was obtained. In analysis of PSD data, track induced vibration which has high frequency and small amplitude characteristics, was dominant. Such track vibration would result in early seal failure because of friction increase and lack of lubrication. To simulate track vibration environment in laboratory, seals were tested under the condition of 20Hz, ${\pm}1$, ${\pm}2mm$ amplitude. The same type of seal failure occurred in vehicle test, was reproduced in the lab test under ${\pm}1mm$ amplitude. From the test results, the durability of improved seal was increased by 2.5 times compared with the previous one.

• Industrial Engineering and Management Systems
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• 제4권2호
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• pp.207-217
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• 2005

Business mergers are a direct result of rapid changes in the current corporate environment. They are occurring in many industries, including financial institutions. As information systems prove increasingly indispensable in the integration of companies’ business systems, information system integration is becoming increasingly necessary. However, in many cases such integration does not work well. Therefore, this paper proposes a new framework using both IS integration model and IS integration phases to analyze systems failure in IS integration.

• 한국해양공학회지
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• 제16권5호
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• pp.66-72
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• 2002

Fracture behaviors of pipes with local wall thinning are very important for the integrity of nuclear power plant. However, effects of local wall thinning on strength and fracture behaviors of piping system were not well studied. Acoustic emission(AE) has been widely used in various fields because of its extreme sensitivity, dynamic detection ability and location of growing defects. In this study, we investigated failure modes of locally wall thinned pipes and AE signals by bending test. From test results, we could be divided four types of failure modes of ovalization, crack initiation after ovalization, local buckling and crack initiation after local buckling. And fracture behaviors such as elastic region, yielding region, plastic deformation region and crack progress region could be evaluated by AE counts, accumulative counts and time-frequency analysis during bending test. The result of the frequency range is expected to be basic data that can inspect plants in real-time.

• 한국군사과학기술학회지
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• 제20권2호
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• pp.159-169
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• 2017

This study aims to the increasing the reliability of gun firing system of patrol killer guided missile from failure mode analysis. In order to find out the breakdown parameter, the examination process of the sources of the problems and the quality improvement activities are analyzed with performance testing data. From this study, the rate of operation and the reliability of 76 mm naval guns will be increase. And the result of the study is expected to be used as a reference data in the naval gun firing system for another failure mode analysis.

• 콘크리트학회논문집
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• 제12권6호
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• pp.99-108
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• 2000

The size effect on axial compressive strength in notched concrete specimens was experimentally investigated. Based on the concept of the fracture mechanics and size effect law, theoretical studies for axial compressive failure of concrete were reviewed, and two failure modes of concrete specimens under compression were discussed. In this study, experiments of axial compressive failure, which is one of the two failure modes, was carried out by using cylindrical specimens. Adequate notch length was taken from the experimental result of strength variation based on the notch length. And, by taking various sizes of specimens the size effect on axial compressive strength of concrete was investigated. Also, model equations were suggested by modified size effect law (MSEL). The test results show that size effect appears conspicuously for all series of specimens. Additionally, the effect of initial notch length on axial compressive strength was also apparent.

• 한국정밀공학회지
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• 제9권4호
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• pp.72-77
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• 1992

In this study, using in-process tool failure detecting system by AE method in turning machining, we measured AE signal from the tool, and the surface roughness of workpiece and then compared it with tool wear. As a result, we found that tool failure can be predicted by means of surface roughness of the workpiece and it can be predicted more precisely by the arithmetical average roughness (Ra) than by the maximum height of irregularities (Rmax) of the workpiece. Also, we found that we could judge whether it was sudden failure or the wear by means of the shape of AE signal and the range distri- bution of power spectrum frequency when tool danage was happened.

• 소성∙가공
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• 제19권4호
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• pp.217-223
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• 2010

The objective of this study is to propose the FE model for mechanical clinched joint using cohesive zone model to analyze its failure behavior under impact loading. Cohesive zone model (CZM) is two-parameter failure criteria approach, which could describe the failure behavior of joint using critical stress and fracture toughness. In this study, the relationship between failure behavior of mechanical clinched joint and fracture parameters is investigated by FE analysis with CZM. Using this relationship, the critical stress and fracture toughness for tensile and shear mode are determined by H-type tensile test and lap shear test, which were made of 5052 aluminum alloy. The fracture parameters were applied to the tophat impact test to evaluate the crashworthiness. Compared penetration depth and energy absorption at the point where 50% of total displacement in result of FE analysis and experiment test for impact test, those has shown similar crashworthiness.