• Proceedings of the Safety Management and Science Conference
• /
• 2007.11a
• /
• pp.451-455
• /
• 2007

This paper introduces service quality systems such as tourism service, outbound travel services, domestic travel services, condominium services, and, foodservice golf club services, These service quality systems include terminology of travel agencies and tour operators, process, infrastructure, and, terminology of hotels and other types of tourism accomodation.

• Journal of the Korean Society for Aviation and Aeronautics
• /
• v.24 no.3
• /
• pp.69-79
• /
• 2016

This study examines the awareness of the curriculum of the cabin service major students at 2 year colleges through the CIPP (Context, Input, Process, Product) evaluation model and an empirical analysis on how their awareness affects Service Orientation and Service Hospitality. It was proven that the CIPP evaluation model has a positive effect on the satisfaction of their department, and also has a meaningful effect on Service Hospitality and Service Orientation statistically. However, the satisfaction of their department itself is not associated with the increase of Service Orientation and Service Hospitality so it negatively affected them. Moreover, both the Service Management program(Process) and Service Attitude(Product) have a meaningful effect on Service Hospitality, and Service Hospitality also has a meaningful effect on Service Orientation. So it resulted in a casual relationship among them. As a result, it is desperately necessary to promote an educational environment that will increase the satisfaction of the department and help students to become flight attendants. It is also necessary to increase awareness of the Service Management program(Process) and Service Attitude(Product).

• Journal of Korean Society for Quality Management
• /
• v.40 no.3
• /
• pp.406-414
• /
• 2012

Purpose: In this study, we developed a service quality audit system through analyzing service processes of airlines' cabin service. Methods: Applying the qualitative approach to service processes analysis; 'service blueprint' methodology was developed, providing airlines a blueprint for cabin service and applying the quantitative service quality audit approach called 'walk-through audit', an audit methodology tailored to airline cabin service called PCPA (Passenger Cabin Patrol Audit) was developed. Results: This study tried to apply both the qualitative and the quantitative methodologies to develop service quality audit checklist and tried to develop details to systemize them into a new methodology. Conclusion: This study will be helpful for Airline services improvement by providing 'service quality audit model', so as to find out the problems and share those with the stakeholders.

• Proceedings of the Korean Operations and Management Science Society Conference
• /
• 2003.11a
• /
• pp.74-78
• /
• 2003

In this paper, we have developed a technology-service relationship model which describes the diffusion process of a group of services and relevant technologies, and have applied the developed model to the prediction of the number of subscribers to the next generation mobile service. The technology-service relationship model developed in this paper incorporates the developing process of relevant technologies, a supply-side factor, into the diffusion process of specific services, while many diffusion models and multi-generation diffusion models in previous researches are mainly reflect the demand-side factors. So, the proposed model could effectively applied to the telecommunication services where the developing of the relevant technologies are very essential to the service penetration. In our application, the proposed model provides a competitive substitution between the next generation mobile service and the traditional mobile service.

• Journal of the Korean Operations Research and Management Science Society
• /
• v.37 no.2
• /
• pp.31-43
• /
• 2012

Delivery of a good quality of service in an efficient manner requires matching the supply of capacity with customer demand. Much research has employed queueing models that analyzed the service system on the basis of independent and stationary customer arrivals. However, the appointment system, which is widely used to facilitate customer access to service in many industries including healthcare, has significant influence on the customer arrival process so that the independent and stationary assumption does not hold in an appointment-based service system. In this regard, this paper aims to propose a model for accurate illustration of the appointment-based customer arrival process. The use of the proposed model allows us to evaluate the overall system performance such as mean waiting time and service level under various appointment policies instead of conducting simulation studies.

• Knowledge Management Research
• /
• v.13 no.1
• /
• pp.41-52
• /
• 2012

Service innovation has been considered to improve the value of enterprises, so that various research issues have been studied on innovating the services. Thus, in order to increase understandability of new service innovation mechanism, this study surveys the existing research results on service innovation factors, e.g., success factors, process, and performance. Consequently, we have found that service innovation can be reflected to service quality and value by interactive process between customers and enterprises. Also, such interactions are based on internal success factors (e.g., innovation strategy of organizations, domain knowledge, collaboration) and external success factors (e.g., customer participation, partnership).

• Journal of Korean Society for Quality Management
• /
• v.38 no.4
• /
• pp.593-600
• /
• 2010

This study aims to explore the service activities in the aircraft cabin service, develop the service process structure, and design a more efficient service delivery system in Korean airline industry. We prepare the architectural drawings of the basic components in providing the cabin service using the service blueprint technique and service process perspective. Through the case study largely based on our own research and long-time work experiences in the airline industry, we propose service failure points as well as customer waiting points. This study will be helpful for managers at all levels to use the service blueprint strategically or at a shop-floor level and improve their cabin service quality.

• Proceedings of the Korean Operations and Management Science Society Conference
• /
• 2004.05a
• /
• pp.298-301
• /
• 2004

In the last ten years, manufacturing companies like GE, IBM, Motorola and service companies like GE Capital and CITIBANK have realized that Six Sigma has standed for quality reform movemant. Six Sigma management which makes the critic effects on the quality management have enlarged and applied office indirect work process and service department as well beyond question manufacturing process. Then Can Six Sigma application methodology from manufacturing industry be applied to service industry without transformation? Can Six Sigma be applied on improvement of Information system quality which is the critic key figure of current successful companies? These questions would be resolved by conducting researches about application and evaluation of Six Sigma on manufacturing industry and service industry. This paper will furnish information of Six Sigma's new function for future business situation through comparing those researches

• Journal of the Korea Society of Computer and Information
• /
• v.21 no.3
• /
• pp.39-45
• /
• 2016

In this paper, we propose a log management service model for efficient developments of android applications. The proposed model consists of two major parts which are the log collector and the log manager service. The log collector can capture the log information of a target application without modifications, because the collector is composed by aspect-oriented programming. The collected logs are transformed to chunk of data, and the chunk of data is sent to the log management service. The log management service is an android service component and an independent application in another process. So, the log management service can reduce the workload of logging in the target application. Through a case study, we show that the proposed log management service model can reduce the log processing time compared to other models without modifications of a target application.

• Journal of Korean Society for Quality Management
• /
• v.30 no.4
• /
• pp.120-136
• /
• 2002

The CRM is the process of integrated customer management to increase the profitability of firm as a maximizing the consumer's value and supplying the high quality product or service. The Post Information Service Headquarter was recognizing the importance of CRM and constructed the customer relationship management system that based on CRM, steadily has made an endeavor for operating to improve the job operation such as posting, banking and insurance. This research analysed the impact of service quality on the customer satisfaction in the Korea Post Office. First of all, we review the existing literature on measurement of service quality and management. As a result of this review and survey of the employer in post office, nineteen factors emerged as important to the service management of The Korea Post Office; Postal Services, Banking Services, Insurance Services. The regression analysis was utilized for analyzing the influence of service quality factors upon the customer satisfaction. Results show that service quality factors have a statistically significant impact on the customer satisfaction of the Korea Post Office.