• Journal of Distribution Research
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• v.17 no.1
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• pp.1-36
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• 2012

Service failure is one of the major reasons for customer defection. As the business environment gets tougher and more competitive, a single service failure might bring about fatal consequences to a service provider or a firm. Sometimes a failure won't end up with an unsatisfied customer's simple complaining but with a wide-spread animosity against the service provider or the firm, leading to a threat to the firm's survival itself in the society. Therefore, we are in need of comprehensive understandings of complainants' attitudes and behaviors toward service failures and firm's recovery efforts. Even though a failure itself couldn't be fixed completely, marketers should repair the mind and heart of unsatisfied customers, which can be regarded as an successful recovery strategy in the end. As the outcome of recovery efforts exerted by service providers or firms, recovery of the relationship between customer and service provider need to put on the top in the recovery goal list. With these motivations, the study investigates how service failure and recovery makes the changes in dynamics of fundamental elements of customer-firm relationship, such as customer affection, customer trust and loyalty intention by comparing two time points, before the service failure and after the recovery, focusing on the effects of recovery satisfaction and the failure severity. We adopted La & Choi (2012)'s framework for development of the research model that was based on the previous research stream like Yim et al. (2008) and Thomson et al. (2005). The pivotal background theories of the model are mainly from relationship marketing and social relationships of social psychology. For example, Love, Emotional attachment, Intimacy, and Equity theories regarding human relationships were reviewed. As the results, when recovery satisfaction is high, customer affection and customer trust that were established before the service failure are carried over to the future after the recovery. However, when recovery satisfaction is low, customer-firm relationship that had already established in the past are not carried over but broken up. Regardless of the degree of recovery satisfaction, once a failure occurs loyalty intention is not carried over to the future and the impact of customer trust on loyalty intention becomes stronger. Such changes imply that customers become more prudent and more risk-aversive than the time prior to service failure. The impact of severity of failure on customer affection and customer trust matters only when recovery satisfaction is low. When recovery satisfaction is high, customer affection and customer trust become severity-proof. Interestingly, regardless of the degree of recovery satisfaction, failure severity has a significant negative influence on loyalty intention. Loyalty intention is the most fragile target when a service failure occurs no matter how severe the failure criticality is. Consequently, the ultimate goal of service recovery should be the restoration of customer-firm relationship and recovery of customer trust should be the primary objective to accomplish for a successful recovery performance. Especially when failure severity is high, service recovery should be perceived highly satisfied by the complainants because failure severity matters more when recovery satisfaction is low. Marketers can implement recovery strategies to enhance emotional appeals as well as fair treatments since the both impacts of affection and trust on loyalty intention are significant. In the case of high severity of failure, recovery efforts should be exerted to overreach customer expectation, designed to directly repair customer trust and elaborately designed in the focus of customer-firm communications during the interactional recovery process to affect customer trust rebuilding indirectly. Because it is a longer and harder way to rebuild customer-firm relationship for high severity cases, low recovery satisfaction cannot guarantee customer retention. To prevent customer defection due to service failure of high severity, unexpected rewards as a recovery will be likely to be useful since those will lead to customer delight or customer gratitude toward the service firm. Based on the results of analyses, theoretical and managerial implications are presented. Limitations and future research ideas are also discussed.

• Journal of the Korean Geographical Society
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• v.30 no.3
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• pp.242-254
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• 1995

The Hadano Basin is located at a distance of about 70kms and 60kms from Tokyo and Yokohama and lies in the south-west part of the Kanto region in Japan. The basin area, which correspoends to the catchment of the Kaname River, is about areal size of 60.7$\textrm{km}^2$ and extends about length of 8kms in E-W direction and about width of 5kms in N-S direction (Fig.1). The Hadano basin is filled with thick pile of the alluvum from deposits composed of volcanic materials, mostly came from the Hakone Volcano and overlain by Fuji Volcanic ashes. Fluvial deposits form the good aquifer, therefore water resources of Handano City has been largely depending upon the eroundwater. Urbanization and industrialization of the basin has been rapid in the last thirty years, after activation of "Factory Attraction Policy of Hadano City" in 1956. Growth in population and number of factory due to urbanization changed the land-use pattern of the basin rapidly and increased the water demands. Therefore, Hadano City exploited a new source of water supply, and have introduced the prefectureal waterworks since 1976. On the other hand, the rapid urbanization has brought about the pollution of streams in the basin by domestic sewage and industrial waste water. Diffusion rate of sewerage systems in Hadano City is 38% in 1993. In ordcr to examine the impact of anthropogenic factors on river environments, the author took up the change of land-use and diffusion area of sewerage as parameters, and performed field surveys on water discharge and quality. The survey has been made at upstream and downstream of the main stream regularly per month, to get informati ons about the variation of discharge and water quality aiong the stream and its diurnal fluctuation. Annual variation has been analyzed based the data from Hadano City Office. The results are summarized as follows. 1. Stream discharge has been increasing by urbanization (Fig.3). Water quality (C $l^{-10}$ , N $H^{+}$$_{ 4}$-N, BOD) has been improving gradually after the application of sewerage service, yet water pollution load at the lower station has increased than that at the upper one because of the larger anthropogenic discharge volumes (Fig.4). 2. Corrclation coefficient of discharges between upper and lower was 0.81-0.92. Pollutant loads of the R. Kamame after the confluence with R. Kuzuha grew up by 2.4-3.7 times as compared with its upper reaches, and it increased to 3.7-6.9 times after the confluence with the R. Muro (Fig.5). 3. The changes of water quality along the stream can be divided into two groups (Fig.6a). First: water quality of the R. Kaname and R. Shijuhachisse is becoming worse towards the lower reaches because the water from branches are polluted. Second: water quality are improved in the lower where spring and small branch streams supply clear water, for example R. Mizunashi, R. Muro and R. Kuzuha. 4. Measured discharge at the upper station in the R. Shijuhachisse is 0.153㎥/sec, and about 55% of this is recharged until it reaches to the lower point. The R. Mizunashi has a discharge of 1.155㎥/sec at the upper point, is recharged 0.24㎥/sec until the midstream and groundwater spring 0.2㎥/sec at the lower reaches. R. Kuzuha recharged all the mountain runoff (0.2㎥/sec) at the upper reaches. The R. Muro is supplied by many springs and the estimated discharge of spring was 0.47㎥/sec (Fig.6b). 5. Diurmal variations in discharge and water quality are influenced clearly by domestic and industrial waste waters (Fig.7, 8).ed clearly by domestic and industrial waste waters (Fig.7, 8).

• Korean Journal of Environment and Ecology
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• v.36 no.4
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• pp.390-401
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• 2022

This study investigated the characteristics of fish communities and inhabiting status of endangered species in the Bukcheon (Stream) of Seoraksan National Park, Korea from April to September 2020. A total of 4,356 fish of 7 families and 22 species were collected from 17 survey stations during the survey period. The dominant species was Zacco koreanus (relative abundance, 41.8%), and subdominant species was Rhynchocypris kumgangensis (relative abundance, 15.1%), followed by Pungtungia herzi (10.1%), Pseudopungtungia tenuicorpa (5.0%), Coreoleuciscus splendidus (4.1%), Zacco platypus (3.8%), Microphysogobio longidorsalis (3.5%), and Hemibarbus mylodon (2.2%). Among the fish species collected, 14 species (63.6%) were identified as Korean endemic species. There was one natural monument species (Hemibarbus mylodon), and four species of class II endangered wildlife that were designated by the Ministry of Environment (Acheilognathus signifer, Pseudopungtungi tenuicorpa, Gobiobotia brevibarba, and Brachymystax lenok tsinlingensis). Among the four species of class II endangered wildlife, B. lenok tsinlingensis inhabited in the upper stream, and A. signifer, P. tenuicorpa and G. brevibarba inhabited mainly in the middle-lower stream. Also, P. tenuicorpa, H. mylodon, and B. lenok tsinlingensis were inhabited in large numbers. Additionally, two cold-water fish species (R. kumgangensis and B. lenok tsinlingensis) and one landlocked species (B. lenok tsinlingensis) were collected. According to the results of cluster analysis, the dominance index decreased from upstream to downstream, but the diversity, evenness, and richness index increased; the cluster structure was divided into the uppermost, upstream, midstream, and downstream. The water quality of Bukcheon was evaluated as good overall since the river health (index of biological integrity) evaluated using fish was evaluated as very good (11 stations), good (2 stations), and normal (4 stations). However, river repair work was being carried out in some areas and some wastewater was flowing in from the midstream, therefore, supplementary measures to preserve fish habitats are required.

• Journal of the Korean Society for Marine Environment & Energy
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• v.14 no.1
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• pp.40-50
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• 2011

We study the characteristic and total flux of non-point pollutants such as total suspended solids (TSS), chemical oxygen demand (COD), dissolved nutrients, total phosphorus (TP) and total nitrogen (TN) in the storm water runoff from urban streams and sewer outlets of Banweol Industrial Complex around Shihwa Lake. The concentrations of non-point pollutants were generally increased with increasing of the duration and intensity of rainfall. Mean TSS concentration of Ansan stream was higher than that of sewer outlets but mean concentrations of COD, TP and TN were approximately 2~5 times higher of sewer outlet than of urban stream. TSS showed statistically positive relationships with COD and TP but it had negative correlation with dissolved nutrients. There was a significant correlation between total flux of non-point pollutants in the storm water runoff and total basin area of each sewer outlet, showing that the highest runoff flux was observed at 3rd sewer outlet which represents the largest basin area from Banweol industrial complex. Total runoff fluxes for TSS, COD, TP and TN in this study were 187,536 kg, 17,118 kg, 922 kg, 13,519 kg, respectively. Given the basin area of sewer outlet in Banweol industrial complex which corresponds only 3% from total catchment area around Shihwa Lake, enormous amount of non-point pollutants will be entered into Shihwa Lake without any treatment. It is necessary to manage and reduce of various non-point sources and pollutants because the runoff of nonpoint pollutants during storm events should be deteriorating the water quality of Shihwa Lake. Our results provides useful informations on the development of best managements practices (BMPs) for effective implementation of total pollution loads management system of Shihwa Lake.

• Journal of Nuclear Fuel Cycle and Waste Technology(JNFCWT)
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• v.9 no.3
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• pp.161-167
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• 2011

In case that the maximum temperature of any surface readily accessible during transport of a spent nuclear fuel (SNF) transport cask exceeds $85^{\circ}C$ in the absence of insolation under the ambient temperature of $38^{\circ}C$, personnel barriers or transport hood shall be used to prevent people from casual contact with the transport cask surface. Usually the air temperature within the hood and the hood surface temperature are calculated and further utilized as boundary conditions(free stream temperature and external radiation temperature) for thermal evaluation under normal conditions of transport. In this study, these temperatures are derived using the analytical method based on the heat transfer mechanism around the transport cask under transport hood assuming the thermal equilibrium. By comparing the analytical solutions with the results from the detailed calculations with CFD-computer-code FLUENT 12.1 it is verified that the analytical method is still efficient tool to estimate the temperatures and these temperatures can be further used as boundary conditions for thermal evaluation under normal conditions of transport.

• Journal of KIISE:Software and Applications
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• v.35 no.4
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• pp.207-218
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• 2008

With the growth of the Internet, multimedia streaming becomes an important means to deliver video contents over the Internet and the amount of the streaming multimedia contents is also getting increased. However, it becomes difficult to guarantee the quality of service in real-time over the IP network environment with instantaneously varying bandwidth. In this paper, we propose an optimal adaptation framework for streaming contents over the Internet in the sense that the perceptual quality of the multi-angie content with multiple visual objects is maximized given the constraints such as available bandwidth and transcoding cost. In the multi-angle video service framework, the user can select his/her preferred alternate views among the given multiple video streams captured at different view angles for a same event. This enhanced experience often entails streaming problems in real-time over the network, such as instantaneous bandwidth changes in the Internet. In order to cope with this problem, we assume that multi-angle video contents are encoded at different bitrates and the appropriate video streams are then selected or transcoded for delivery to meet such bandwidth constraints. For the user selective consumption of the various bitstreams in the multi-angle video service, the bitstream in each angle can be encoded in various bitrate, and the user can select a sub-bitrstream in the given bitrstreams or transcode the corresponding content in order to deliver the optimally adapted video contents to the instantaneously changing network condition. Therefore, we define the transcoding cost which means the time taken for transcoding the video stream and formulate a unified optimization framework which maximizes the perceptual quality of the multiple video objects in the given constraints such as the transcoding cost and the network bandwidth. Finally, we present plenty of the experimental results to show the effectiveness of the proposed method.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.31 no.7B
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• pp.608-618
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• 2006

The increasing popularity of multimedia streaming services introduces new challenges in content distribution. Especially, it is important to provide the QoS guarantees as they are increasingly expected to support the multimedia applications. The service providers can improve the performance of multimedia streaming by caching the initial segment (prefix) of the popular streams at proxies near the requesting clients. The proxy can initiate transmission to the client while requesting the remainder of the stream from the server. In this paper, in order to apply the prefix caching service based on IETF's RTSP environment to the wireless networks, we propose the effective RTSP handling scheme that can adapt to the radio situation in wireless network and reduce the cutting phenomenon. Also, we propose the traffic based caching algorithm (TSLRU) to improve the performance of caching proxy. TSLRU classifies the traffic into three types, and improve the performance of caching proxy by reflecting the several elements such as traffic types, recency, frequency, object size when performing the replacement decision. In simulation, TSLRU and RTSP handling scheme performs better than the existing schemes in terms of byte hit rate, hit rate, startup latency, and throughput.

• Journal of Digital Contents Society
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• v.9 no.4
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• pp.759-769
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• 2008

Convergence technology stimulating participation sharing openness to the public of web 2.0 such as Open-API, Mash-Up, Syndication gives diversity to education field. The convergence in education field means the revolution toward education 2.0 and new education reflecting web 2.0 stream is called 'education 2.0'. Education environment can be the space of social network intimately linked between learners, educators and educational organization. Network technology developed in ontology language makes it possible to educate semantically which understands privatized education service and connection. Especially, filtering system by the reputation system of Amazon and the collective intelligence of Wikipedia are the best samples. Education area can adopt actively because learners as educational main body can broaden their role of participation and communicate bilaterally in the equal position. In this paper, new network architecture in contents linkage is introduced and researched for utilization and analysis of the architecture for web 2.0 technology and educational contents are to be converged. Education 2.0 service utilizing convergence technology and network architecture for realizing education 2.0 is introduced and analyzed so that the research could be a preceding research to the education 2.0 platform foundation.

• Journal of Korean Society of Transportation
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• v.36 no.3
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• pp.169-183
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• 2018

Aggressive driving leads to a greater crash potential because it threatens surrounding vehicles. This study conducted traffic simulation experiments using driving behavior data obtained from multi-agent driving simulations. VISSIM traffic simulator and surrogate safety assessment model (SSAM) were used to identify the impacts of aggressive driving on traffic stream in terms of safety and operational efficiency. Market penetration rates (MPR) of aggressive driving vehicle, coupled with various traffic conditions, were taken into consideration in analyzing the impacts. As expected, it was identified that aggressive driving vehicles tended to deteriorate the traffic safety performance. From the perspective of operational efficiency, interesting results were observable. Under level of service (LOS) A, B, and C, it was observed that the average travel speed increased with greater MPRs. Conversely, the average travel speed decreased with under LOS D and E conditions. The outcome of this study would be effectively used for developing safety-related policies for reducing aggressive driving behavior.

• The KIPS Transactions:PartB
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• v.8B no.5
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• pp.523-532
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• 2001

A Critical issue in the performance of a video-on-demand system is the required I/O bandwidth of the Video server in order to satisfy clients requests, and it is the crucial resource that may cause delay increasingly. Several approaches such as batching and piggybacking are used to reduce the I/O demand on the video server through sharing. Bathing approach is to make single I/O request for storage server by grouping the requests for the same object. Piggybacking is th policy for altering display rates of requests in progress for the same object to merge their corresponding I/O streams into a single stream, and serve it as a group of merged requests. In this paper, we propose a reservation-based hybrid disk bandwidth reduction policy that dynamically reserves the I/O stream capacity of a video server for popular videos according to the loads of video server in order to schedule the requests for popular videos immediately. The performance of the proposed policy is evaluated through simulations, and is compared with that of bathing and piggybacking. As a result, we know that the reservation-based hybrid disk bandwidth reduction policy provides better probability of service, average waithing time and percentage of saving in frames than batching and piggybacking policy.