This study aims to extend previous research on the structural relationships between organisational empowerment and frontline employees’ behaviors，and explores the role of the self-regulating process and its impact on service recovery performance by using fuzzy-set qualitative comparative analysis (fsQCA). Following the procedure of applying fsQCA (data calibration, truth table construction and fsQCA analysis) on the data of express mail firms in China, the results explore the combination of several causes as solutions that lead to both high and low service recovery performance. The findings show that the organisational empowerment is a sufficient antecedent for high service recovery performance, especially in case where frontline employee have full awareness and positive work involvement. Moreover, in the context of organisational empowerment, a reasonable level of emotional exhaustion represents a positive impact on performance in service recovery. This study offers more comprehensive insights for practitioners to empower frontline employees and monitor their emotions and behaviors using more appropriate approaches.

본 논문은 2016년 하계 학술대회 발표 자료로서, 중견 기업에서의 ERP 시스템 구축 시 사전 설계 활동으로서의 PI컨설팅을 포함한 ERP 구축과 PI 활동 없이 ERP가 구축된 ERP 서비스에 대하여 두 집단간의 서비스 품질을 분석하고 비교하고자 한다. 이를 위하여 일반적인 오프라인에서의 서비스 품질 평가 모형인 SERVQUAL 모형과 IT 환경에서 서비스 품질을 분석하는 E-S-QUAL 모형 등의 다양한 연구모형을 참조하여 서비스 품질 모형(Service Quality Model)을 제시하여 두 집단에 적용하여 분석한다. 연구모형의 분석을 통해 PI 수행 여부에 따라 두 집단에 구축된 ERP 서비스 품질척도에 영향을 미치는 품질 결정 요인들을 식별하여 주요한 품질 결정 요인의 개선을 통한 ERP 서비스의 품질을 개선하고자 한다. 이러한 연구 과정을 통해 각 연구 모형과 요인들 간에 미치는 영향에 대한 결과를 분석하며, 분석 결과를 통하여 서비스 품질의 개선을 위한 경영적 시사점을 도출하고자 하는 목적으로 작성되었다.

The inseparability, one of service specific characteristics, often makes it necessary and possible for customers to participate in service production and delivery process as partial employees or contributors. As customer participation may enhance or degrade the quality of services and customers’ satisfaction, many researchers have paid much attention to the concept of customer participation. Analogous to the typical classification of service employee behaviors, previous research typically categorized customer participation behaviors into customer participation behaviors and citizenship behaviors. Furthermore, past research showed that both types of customer behaviors significantly affect perceived service quality and satisfaction. However, the many criteria past research has used to classify customer participation behaviors lack conceptual rigor and generalizability beyond the specific types of services for which the criteria have been developed. The lack of conceptual rigor and consistency in classification criteria caused much confusion and incongruencies in empirical findings reported in the current customer participation behavior literature, depending on which specific criteria the researcher choose and on the specific type of service studied. Thus, it is important to develop a classification system of customer participation behaviors which is solid and generalizable to many types of services. This study proposes a customer participation behavior classification system which categorizes customer participation behaviors depending on 1) whether a customer behavior is essential and indispensable in the service production process and/or not and 2) whether a customer behavior is conducted voluntarily or upon requests by service employees. Based on the two criteria, the proposed system identifies five types of customer participation behaviors. Furthermore, this study examines whether the five types of customer participation behaviors affect the two dimensions of perceived service quality - outcome quality and process quality (Grönroos1984) and customers’ satisfaction with service experiences. Data for this study are collected through a survey of adult Korean consumers. Major findings of the study can be summarized as follows. First, increasing the level of each of the five types of customer participation behaviors affects perceived service outcome quality, perceived service process quality, and satisfaction. Second, the relative impact of each type of customer participation behavior varies by the types of participating customer’s personality and depending on whether a service is outcome-oriented or process-oriented type. Finally, the actual impact of each type of participation behaviors on perceived service quality and satisfaction varies according to what customers expect when they perform the behaviors.

In the previous study, the construction guide line of IT infra-structure for a u-City was introduced. However, it is only concentrated on the components and construction procedure for provider-oriented and technology-oriented sensor networks. In this paper the architecture and building process of demander-oriented sensor networks for sustainable u-City service are proposed. In the paper it is described (1) the enhancement methods of the procedure that can be flexibly constructed according to the scale of the project, (2) the methods that can improve the structure from the wireless sensor network such as RFID/USN to the hybrid sensor network, and (3) the consideration factors for providing the sustainable u-City service.

The growth in services has focused issues of service quality both for commercial enterprises and across a range of public services and government institutions. The education sector, in particular, has undergone radical change to meet the needs of its varied constituents. This paper examines key issues in internal service, customer satisfaction, service quality, relational commitment as they apply in one particular education sector. The purpose of this study is to analyze effect of internal service on customer satisfaction, educational service quality. First, In the dimension of internal service, many factors affect internal customer's evaluation for overall satisfaction. They are categorized as five factors; tangibles, reliability, responsiveness, assurance, empathy. The results of this study supported the proposed conceptual framework overall. Therefore, we identified that internal service quality is the antecedent of an internal customer satisfaction, and the consequent variables of an internal customer satisfaction are educational service quality, external customer satisfaction. The major findings of this study are summarized as follows. First, some factors(tangibles, reliability, responsiveness, assurance, empathy) affected positively internal customer satisfaction. Second, external service quality affected positively educational service quality, external satisfaction. In other words, the more internal customers have experienced internal service, the higher internal service quality deliver educational service quality.

보행자 이동권 확보를 위해 가장 먼저 이루어져야 하는 것이 보행자 이동공간에 대한 정확한 평가를 시행하는 것이다. 따라서 본 연구는 보행자의 이동공간에 대한 평가지표 개발을 시도하였으며, 자료조사 및 분석방법은 전문가 설문과 계층분석 법(AHP)을 활용하였다. 전문가 설문조사와 계층분석 법(AHP)을 활용하여 본 연구에서는 정성적인 변수를 고려할 수 있는 방안을 모색하며, 보행자 서비스 특성을 규명하여 변화된 보행환경에 순응할 수 있는 새로운 보행자 서비스수준 평가지표를 개발하고자 한다. 분석결과를 살펴보면, 상업 및 업무지역의 경우 보행교통류(정량: 약 52%), 보도기하구조(정량: 약 16%), 보도이용행태(정성: 약 11%)순으로 나타나 보행교통류와 보도기하구조와 같은 정량적인 항목의 중요함을 알 수 있었다. 또한, 주거지역의 경우 보행교통류(정량: 약 30%), 보도기하구조(정량: 약 22%), 보도이용행태(정성: 약 20%)가 각각 1, 2, 3순위로 높게 나타났다. 현재 적용되고 있는 보행자 서비스수준 평가 영향인자 중 정량적인 지표가 중요하나, 보행자들의 이용행태와 같은 질적인 측면과 같은 정성적인 항목을 고려하여야 한다는 것을 알 수 있었다.

We must adapt to the rapid speed of information-oriented society well for outstanding central logistics nation of 21th century's Northeast Asian. Moreover, we must provide customers or enterprises with sufficiently satisfactory service about diversified desire of customers. In particular, we try to find the service process with RFID about air logistics that has many demands and is required to develop accurate and rapid service technique. As a result, we apply RFID to overall process of air logistics. After that, we will test the process and analyze results of the test. We are going to provide real possibilities of RFID enterprise and other service process. We will promote technology development of service process for air logistics' service.

This paper proposes service layout strategy considering service characteristics by the use of benchmarking production system such as layout by P-Q chart, improvement tool, automated system, Toyota production system and lean production system. This paper represents operation methodology of statistical process control using control chart for service performance outcomes.

Many domestic studies related to service quality are performed but the study on computing Service Quality Score is not yet activated. Because Service quality measurement plays an important role in assessing service performance and diagnosing service probl

이 연구에서는 낙도보조항로의 운영실태와 발달과정에 대하여 정리하였다. 낙도보조항로는 14개 사업자가 U개 항로에서 총 30척 선박으로 낙도주민을 위한 안정적인 생활교통편의를 제공하고 있다. 항로별 수송실적을 분석한 결과, 낙도보조 항로를 이용하는 여객 수가 매년 증가하고 있다. 선박 이용자의 서비스 만족도를 향상시키기 위해서 운영사업체별로 경영평가제를 도입하는 등 보다 구조적인 변화가 요구된다. 이 연구의 결과들은 낙도보조항로 중장기 발전방향 수립에 기초 자료로 활용하는 데 그 의미가 있다.

Nowadays, Internet-based businesses is activated in various organizations. In most of distribution and manufacturing companies, the main current of internet businesses is on-line sales (B2C: Business-to-Customer) centering around internet shopping. Most of theses businesses applied contents-centered and customer-oriented methodology for implementing internet business system(IBS). Also, recently, Introduction of Internet-based VAN(Value Added Network) systems and e-Procurement systems of purchase fields between parent companies and suppliers are proliferated for an efficiency of business and a reduction of transaction cost. These systems used methods of re-constructing the existing legacy systems into Internet-based systems. This paper proposes a customer-oriented and process-based methodology that simultaneously considers customer requirements and business processes of operational systems in order to implement an Internet business system. To demonstrate the usefulness of the proposed methodology, we applied and implemented an Internet business system for sales of A/S (After Service) spare parts and services on the object of the "H" company of manufacturing ship engines, which is a make-to-order corporation. As a result, This paper showed an effective applicability of Internet-based e-business on A/S business processes in order to improve a service quality for customer satisfaction in manufacturing companies.

The objective of this study is to provide a fundamental data to improve meals of the college foodservice operations serving more than 300 meals per day through evaluating changes in; total vitamin C contests, water contents, and pH, in the process of handling such foods as soybean sprout cooked and of fresh vegetable salads. This study, also, tried to identify nutrition reduction, step by step, to minimize nutrition loss. 1. In handing COOKED SOYBEAN SPROUTS, total vitamin C contents were higher after wash(1.54%mg%) than other cooking methods adopted in university meals(1.08mg%), however, total vitamin C contents was significantly lost during boiling step. 2. Significant loss of total vitamin C and water content in the FRESH VEGITABLE SALADS was detected in the process of washing and cutting vegitables. Especially,'cabbage' lost 20% of total vitamin C in the process of 'soaking in water', which was one of preparation process 3. Significant loss of vitamin C was observed after 6 hours of HOLDINC AFTER COOKING but it can be reduced through holding under lower temparature, in case of soybean sprouts and fresh vegitable salads. pH became acidic as holding time expanded. WATER CONTENT of cooked soybean sprouts decreased up to 4 hours holding time, however, it increased when we checked at after 6 hours' of holding time. Water content continuously decreased up to 6 hours of holding time in case of FRESH VESITABLE SALADS with the statistically significance level.

컨테이너항만은 산업구조와 차별화된 고객의 요구에 따라서 점점 변화하고 있다. 이에 따라서 항만이 경쟁력을 가지기 위해서는 서비스 차별화 전략이 필요하다고 본다. 고객들의 요구사항을 객관적으로 평가하기 위하여 품질기능전개(QFD)를 사용하였으며 컨테이너항만의 서비스 프로세스와 서비스품질 척도를 연계하여 분석하였다. 본 연구에서는 부산항의 서비스 프로세스를 분석하고 동북아의 대표항만인 상해항과 도쿄항의 서비스품질성과를 비교하였다. 또한 서비스 품질 향상을 위하여 컨테이너항만의 서비스 품질 척도와 프로세스간의 관계를 나타내고 서비스 프로세스의 중요도 및 우선순위를 도출하여 품질의 집(HOQ)을 최종적으로 제시하였다.

Emotion interaction between human and robot is an important element for natural interaction especially for service robot. We propose a hybrid emotion generation architecture and detailed design of reactive process in the architecture based on insight about human emotion system. Reactive emotion generation is to increase task performance and believability of the service robot. Experiment result shows that it seems possible for the reactive process to function for those purposes, and reciprocal interaction between different layers is important for proper functioning of robot’s emotion generation system.