The purpose of this research is to examine the mediating effect of enterprise competitiveness on the relationship between operational service quality management and customer perception level of freight forwarders’ services in East Coast region of Peninsular Malaysia. Data were collected from 106 customers of freight forwarders through accessible random sampling method. Usable data were analyzed through Partial Least-squares Structural Equation Modeling (PLS-SEM) approach using Smart PLS-SEM software version 3.2.8. The validity of the survey questionnaire was confirmed using content validity, structural validity and expert validity. The results revealed that operational service quality management influences customer perception toward service providers’ services. Meanwhile, enterprise competitive mediates the relationship between operational service quality management and customer perception on service providers’ services. The enterprise competitiveness was found to be a driver for better customer perception on freight forwarder service providers. Besides, it has a strong mediating effect which ultimately effect on both customer perception level of satisfaction and could enhance customer perception on operational service quality management through words of mouth. These findings would therefore offer the freight forwarders’ management teams a new perspective in developing a better operational service quality management strategies and practices with emphasis on enterprise competitiveness. It also demonstrates the significance of enterprise competitiveness in donimating towards consumer perception in service preference and future repurchase intension.

PURPOSES: This study aimed to evaluate the performance of pavement management works and to develop a function for estimating the level of service (LOS) and cost of service (COS) for the systematic and quantitative management of pavement performance in the public sector. METHODS: The International Roughness Index (IRI) was used as the performance index for pavement management. Long-term pavement performance data for a period of 7 years (2007-2014) collected by the National Highway Pavement Management System and historical maintenance budget data published by the South Korean government were used to develop the LOS-COS function. Based on the function, a model for estimating the appropriate budget as well as the network conditions was suggested. RESULTS : There was high degree of correlation between pavement performance and the investment level (R = - 0.74). The developed LOS-COS function suggested that the unit cost to improve the network IRI to 1 m/km was 32.6 billion KRW. Further, the maintenance costs normalized with respect to the LOS levels were LOS-A = 88.2 billion KRW, LOS-B = 55.6 billion KRW, and LOS-C = 23.0 billion KRW. CONCLUSIONS: This study proposes a simple way of developing a LOS-COS function. It also shows how to develop a network budget demand and condition estimation model using the LOS-COS function. In addition, it is the first attempt to evaluate the road maintenance budget in South Korea. It is expected that these results will help in the negotiations between the road managers and budget makers.

공원일몰제 시한이 다가옴에 따라 미집행 시설용지에 대한 해제·매입 여부 결정이 시급해지고 있다. 따라서 미집행 도시공원시설용지의 해제·매입과 관련하여 입지 의사결정을 수행할만한 객관적 기준마련이 시급한 상황이다. 이 연구의 목적은 효율성과형평성이라는 계획적 규범 가치를 새롭게 조명하고 여기에 비용이라는 현실적 제약조건을 반영하여 입지 의사결정 지원을 위한 입지모형을 제안하는 것이다. 이를 위해 형평성과 효율성 기준을 결합하여 입지 우선순위 지수를 정의하고, 이를 바탕으로 지자체의 한정된 예산이라는 제약조건을 반영하기 위한 시뮬레이션 틀을 마련하였다. 작성된 모형의 구체적 활용성 제고를 위하여 원형 프로그램을 구축한 뒤 이를 대구시 미집행 도시공원 용지에 적용하여 시뮬레이션을 수행하였다. 그 결과 미집행 시설용지의 해제‧매입 관련입지 우선순위 의사결정에 있어서 작성된 모형이 폭넓은 정책적 함의를 가지는 것으로 판단된다.

The function failure of present major facilities is likely to lead to failure of related systems and/or whole facilities, increasing the necessity for protection of infrastructures, main structures, and major industrial facilities. In addition, safe and efficient management for urban infrastructure (waterworks and sewerage facilities, electricity, telecommunications, roads, etc) installed in the basement or on large cities grounds at various public areas is required. Recently in response to this demand, efforts for vitalizing asset management are being made such as enacting related laws and developing asset management system in the U.S., Australia, Europe and other advanced countries with the concept for a new maintenance. In our county, identifying maintenance system problems such as aging and rapid increasing of existing infrastructures and decision-making about updating maintenance is required for systematic and organizational maintenance. In this study, by comparing and observing the LOS(Level of Service) of each countries’ waterworks and risk-based LOS, we suggest the direction of future urban water infrastructure management systems for more effective management.

PURPOSES : The key point of a multimodal LOS (level-of-service) evaluation system is that all of the modes are mutually associated to determine each mode’s LOS. For example, the LOS of the bicycle mode is measured based on not only bicycle volumes, but also automobile volumes. However, the Korea Highway Capacity Manual (KHCM) still focuses on the automobile mode in evaluating the LOS of the roads. Additionally, the KHCM’s LOS of the other modes, except for the automobile, is not consistent with actual road conditions. The KHCM, therefore, needs to develop and introduce a multimodal LOS system in order to evaluate the service conditions more accurately . METHODS: As a preliminary step to the introduction of multimodal LOS research, in this study the current problem of the KHCM’s LOS system through a close review and comparison with other HCMs (highway capacity manuals) was identified. Secondly, a field survey and investigation of the urban streets to apply the HCM’s multimodal LOS system was conducted. Finally, a comparison analysis of the results of the HCM and KHCM LOS was performed. RESULTS: In the study, it was found that the results of the LOS for the automobile mode did not show a significant difference between the HCM and KHCM. However, the LOS of the bicycle and pedestrian mode tended to be worse in the multimodal LOS system, which results from considering the effects of the automobile mode. Moreover, it was found that many cases have the potential to improve the overall LOS conditions, while reducing the automobile capacity. CONCLUSIONS: With the introduction of the multimodal LOS system, road diet and complete streets can be easily applied to ans actual road improvement project. Ultimately, the multimodal LOS system should be introduced into the KHCM, which can then be applied to traffic impact studies and other road improvement projects for more accurate evaluations.

전반적인 경영환경의 글로벌화가 진전되고 기업의 국제 활동이 더욱 증가함에 따라 서비스기업들의 국제 활동 도 증가하고 있다. 다국적 기업의 해외시장 진입방식 선택 문제는 국제화 전략과 관련된 가장 중요한 의사결정 영역 중의 하나이다. 서비스기업에 있어서도 이러한 연구주제에 대한 학자들의 관심이 비교적 많은 편이지만, 서 비스기업 중 외식서비스기업에 대한 연구는 그 해외진출 활동 현황에 비해 아직 부족한 실정이다. 본 연구는 제조업과 구별되는 서비스 특성을 지닌 한국 외식서비스기업을 대상으로 해외시장 진입방식 및 경영 통제수준 결정요인이라는 연구주제를 고찰하고 실증적으로 분석하였다. 84개 기업, 103개 브랜드, 246개 해외 진출 건수를 표본으로 설문조사하여 얻은 107개(응답률 43.5%) 자료에 대한 로짓과 회귀분석 결과 진입방식과 경영 통제수준의 결정요인은 상당히 다르게 나타났다. 한국 외식서비스기업의 해외시장 진입방식 결정에는 서비스의 종류, 경쟁우위, 기업의 규모 등이 통계적으로 유의한 영향을 미치는 것으로 나타났으며, 경영 통제수준에는 경쟁우위, 국제 경험, 문화적 거리, 시장기회, 최고 경영자의 마인드 등이 영향을 미치는 것으로 분석되었다. 이는 진입방식과 경영 통제수준 사이의 관련성에도 불구하고 이 둘에 대한 연구 접근 방식이 달라야 함을 의미하기도 한다.

이 연구는 예비과학교사들의 암석에 대한 이해수준에 따른 육안분류 능력을 알아보기 위한 것이다. 이를 위하여 광물과 암석에 대한 비과학적 개념과 관련된 설문지를 개발한 후 예비 과학교사 132명에게 응답하게 하였고, 수집된 자료는 라쉬 모형을 이용하여 암석에 대한 이해수준에 따라 숙달 집단과 미숙달 집단으로 구분하였다. 이렇게 구분된 집단의 육안분류 능력을 알아보기 위해 17종(화성암 6종, 퇴적암 5종, 변성암 6종)을 제시한 후 각자의 기준에 따라 암석을 분류하도록 하였다. 분석 결과 예비 과학교사들은 주로 조직, 색깔, 입자 크기 등을 분류기준으로 사용하였다. 또한 화성암을 분류하는 것은 비교적 쉽게 해결하였지만 퇴적암과 변성암은 동일한 기준을 사용하여 분류하는데 혼동하고 있었다. 한편 암석에 대한 이해수준과 생성원인에 따른 분류능력은 유의미한 상관관계를 보였지만 암석명을 정확하게 분류하는 능력과는 유의미한 상관관계가 없었다. 하지만 생성원인에 따른 분류 능력과 암석명을 정확하게 분류하는 능력과는 높은 상관관계를 보였다.

PURPOSES: The aim of this paper is developing user-oriented flexible Level Of Service (LOS) system for integrated asset management of various road facilities. It is essential to overcome limitations of general management systems which only focus on a type of assets (e.g. pavement, bridge etc.), and to serve a customizable LOS platform for smooth implementation and future improvement of the LOS considering various managerial environments of road agencies. METHODS: This study suggested a total framework of the LOS system as a process for self-development, operation and improvement of LOS system to conduct the PDCA (Plan-Do-Check-Act) in management process. In the process, we adopted user-customizable elements regarding asset definition, service index and evaluation method to match with the managerial environment of road agencies. In addition, we conducted an empirical study on the entire process of the suggested LOS system with a real road agency (Korea Express Highway) to prove applicability of the LOS system. RESULTS: From the empirical study, we confirmed that the suggested LOS system framework were suitable for development of customized LOS system. In addition, evaluation of asset conditions by LOS ratings, and quantification of vision achievement of the Korea Express Highway were successfully made. It would be the first trial in integrated management approach with LOS systems for numerous road facilities. CONCLUSIONS : It was recognized that easy application and sustainable improvement of the LOS was the most critical point in asset management. The suggested LOS system would be a powerful weapon as a managerial tool in preparing tight budget, aging infrastructures, and increased demands for more accountability both in Korea and internationally. Implementation of the LOS system needs to be expanded to the other infrastructure members to serve satisfactory level of service to taxpayers.

According to the development of information technology (IT) and new media, customers’ needs have changed to seek not only high quality goods but also a differentiated service in retail stores (Lee & Shin, 2011). For this reason, fashion retail stores started to provide an interesting service by setting up an IT machine or a gadget in the stores. Thereby, customers can get the information or have a special experience while they shop fashion goods. IT shopping service is defined as using technology in retail stores to enhance interaction between retailers and customers. Retailers have tried several types of IT shopping services, which offer information or experience with a high or low level of technology. Informative IT shopping service provides various and useful information, which is related to each product such as size, color, contents, stock, location and fashion styling. Retailers use experiential IT shopping service as an emotional appeal that gives direct experience to customers in some way or other such as watching or acting in a virtual situation. Also, as technology develops, IT shopping services are embodied with diverse technology that are simple or complexity. Some are easy to use with one button and shows 2D images only, but some have a lot of contents such as video clips, SNS share service, showing 3D images, and implementing augment reality. We saw customer responses on the attributes of IT shopping service (informative vs. experimental) x technology level of IT shopping service (high vs. low) x fashion innovativeness/technology innovativeness (high vs. low) This study aims to see the effect of the attributes of IT shopping service and the level of technology on procedure satisfaction and outcome satisfaction, and the moderating effect of perceived enjoyment and perceived complexity. Furthermore, this study will see whether these effects affect visit intention. In this study, the experimental design was adopted as the main methodology, and a total of four stimuli types were selected: 1) informative x high technology 2) informative x low technology 3) experiential x high technology 4) experiential x low technology. The common element, which all types of stimuli have, is a digital touch screen since it is a general equipment nowadays, and the common fashion good for all types is a black blazer. The type of informative service only has the information (size range, color assortment, contents, stock) about selected fashion good with its image. High technology in informative service shows the image with 3D simulation that can help to see 360° of the blazer, and styling tips including a video clip. Moreover, it helps to share the information with friends via SNS. Low technology in informative service only shows a front side of the blazer and presents a store map for customers to find a product they want to try. The types of experiential service draw customer participation providing a picture of customers that are trying on clothes. Experiential service use augment reality (AR) as a high technology and take the back side of customers picture as low technology. For the manipulation check, 18 graduate students in total viewed for each type, and the total sample comprises 387 college students via survey instrument. All hypotheses were tested using AMOS and SPSS 18.0. The main findings of this study are as follows: depending on type of the attributes of IT shopping service and the level of technology affect perceived enjoyment and perceived complexity differently, and there were significant mediating effect of perceived variables toward IT shopping service on procedure satisfaction, outcome satisfaction, and visit intention. Implications for usefulness and role of the IT shopping service in fashion retail stores are provided. And also, limitation of this study and future study are suggested.

The objective of this paper is to explain how the organizational learning concept is used to promote group work, information sharing and an open and transparent communication style in order to produce a high level of customer service. The work incorporates an extensive literature review and a number of propositions. Previously collected data from a set of in-depth personal interviews undertaken with senior managers in a Korean electronics company were reanalyzed and reinterpreted using the grounded theory approach. This allowed insights to be provided into how, in a collectivist culture, information sharing is reinforced by the organizational learning concept. The research findings show that managers in a chaebol use organizational learning to identify skilled and knowledgeable staff, and to improve the organization’s capability by placing emphasis on developing harmonious, mutually oriented relationships that permeate throughout the organization. In addition, top management demand that staff identify with government economic objectives and align the organization’s strategy accordingly so that the products produced are marketable. By ensuring that management procedures, processes and systems evolve naturally, change is managed in an incremental and pro-active manner.

The purpose of this study was to explore pre-service teachers' reflectivity occurring in their first-person reflection on their experience, by examining how they defined a problem and suggested its solution. For the research purpose, this study adopted Dewey's (1933) idea of reflection from which the definition of reflection in much research on teachers' reflections originated. This study analyzed the problem sections occurring in their reflection after first teaching practice, in terms of focus and depth of problem solving. The total number of the sections was seventy-nine and on average each participant's teaching journal involved three sections of a problem. Examination of focus of reflection was done as to 'agent of problem' and 'target of reflection', whereas an analysis of the depth of their reflection was done in terms of the number of dimensions and combination of dimensions of problem solving. The findings showed that much more focus of the pre-service teachers' reflection was put on the performance inside the classroom than outside. That is, the interaction between the teacher and the student was their primary concern. Also, the findings indicated that over half of the problem sections were beyond the superficial level of reflective thinking, but one third of the problem sections stayed still within the superficial depth of reflection. This suggested the necessity of providing guidelines on the focus and depth of reflection when reflection was employed as a tool of pre-service teacher's professional development.

PURPOSES: This study analyzes the available working time at work-zone on the Expressway in accordance to the new capacity manual. METHODS: Sensitivity analysis on variables were conducted to calculate the adjusted capacity at work-zone based on previous researches. RESULTS : The main factors which affect available working time at the work-zone were its capacity, number of lanes, terrain and lane width. Other factors have minimal effect on the available working time. Based on the analysis, a calendar of lane closures was suggested. CONCLUSIONS : A series of studies concluded that the capacity at work-zone in the new capacity manual reduced to 76-82% of the existing manual. As such, the available working time decreased. Furthermore, the factors affecting the available working time needs to be considered when making a plan to rehabilitate the distressed pavement.

PURPOSES : The purpose of this paper is to develop a methodology to estimate level of service of arterial including Exclusive Median Bus Lanes. METHODS : On 6 Exclusive Median Bus Lanes routes in Seoul, bus travel time and number of bus-stop per km were investigated. Also whether or not passing lane exists at bus-stop was checked. Based on the data from sites, bus travel time was estimated according to length of segment, number of bus-stop per km and whether or not passing lane exists at bus-stop. RESULTS : A bus travel time table was developed according to length of segment, number of bus-stop per km and whether or not passing lane exists at bus-stop. After bus travel speed and passenger car travel speed is estimated based on each travel time table and length of segment, two speeds are combined with weighted average speed using traffic volume of each lane group. Then weighted average speed is a measure of effectiveness of arterial including Exclusive Median Bus Lanes. CONCLUSIONS : It can be concluded that the proposed methodology can estimate level of service of arterial including Exclusive Median Bus Lanes considering the operation characteristics of Exclusive Median Bus Lanes.

PURPOSES : This study is to develop speed correction factor for more realistic Level-of-Service(LOS) at multilane highway. METHODS : In this study, we compared speed difference the degree of speed reductions in actual multilane road conditions with speed reduction considering speed correction factor presented in highway capacity manual using statistical techniques. And also we presents new speed correction factor analyzing collected data at national highway No.1 (Goyang~Wolrung). RESULTS : The result of analyzing and comparing new suggested speed correction factor with speed correction factor in Korea Highway Capacity Manual (KHCM) shows RMSE (Root Mean Square Error) in new speed correction factor (RMSE 1.5) is much lower than existing speed correction factor (RMSE 13.4). New suggested speed correction can be used for analyzing Level-of-Service at multilane highway. And also we suggests improvements for analysis procedure in analyzing Level-of-Service at multilane highway CONCLUSIONS : As a result of comparing differences, we draw the causes that effect the differences in speed and suggest new speed correction factor that consider traffic volumes. It can be more rational because it uses speed correction factor which can consider more realistic traffic conditions, etc.

PURPOSES : This paper aims to improve the evaluation method of the Level of Service(LOS) for urban streets presented by the current Korean Highway Capacity Manual(KHCM) and suggest its utilization plan as a part of the methods to evaluate the sustainability of a transportation policy. METHODS : This paper carried out a research in 3 steps to develop a new evaluation method. First of all, this paper reviewed the previous studies related to the LOS of urban streets and the socially requested items for a sustainable transportation system. Then this paper derived an index and weight through expert questions to select an evaluation index. Lastly, this paper compared the results according to the existing evaluation methods with the new evaluation methods through case studies. This paper used an Analytic Hierarchy Process(AHP) for importance analysis and weight selection between new evaluation items and indices, and applied a Grey System Theory(GST) for a synthetic and integrated evaluation between the selected evaluation indices. RESULTS : As a result of evaluating the LOS according to the existing evaluation methods and the integrated evaluation methods using a GST through case studies, it was analyzed that new methods' results are less than or equal to the existing evaluation methods; and as a result of applying a weight between evaluation indices according to AHP, it was noticed that the total score seems to rise more when the LOS in the existing evaluation is calculated lower. It was analyzed that the LOS calculated by reflecting the newly established evaluation items and the importance between indices in this study has difference from the LOS of the existing urban streets. CONCLUSIONS : It is expected that this evaluation method can diagnose the current conditions when establishing a future sustainable traffic system and can be used for the measurement of the sustainability effects of the improvement plans and so on.

The purpose of this study were to examine the effects of emotional dissonance on customer orientation and service delivery level, and to examine the mediating effects of the customer orientation. In order to verify the relationships and mediating effect, data were obtained from 199 nurses working in a general hospital in Changwon City were analyzed by using SPSS 12.0. and AMOS 5.0. The findings are as follows: Firstly, there was a negative relationship between emotional dissonance and customer orientation. Secondly, there was also a positive relationship between customer orientation and service delivery level. Thirdly, there was also a negative relationship between emotional dissonance and service delivery level. Finally, the customer orientation was a partial mediating effect on the relationship between emotional dissonance and service delivery level. Based on these findings, the implications and the limitations of the study were presented including some directions for future studies.

지난 10년 동안 법원에서는 일반 형사사범에 대하여 집행유예 선고 시 많은 경우 사회봉사명령을 부과하여 외형적으로는 사회봉사명령제도가 정착되어 있는 것으로 보인다. 그런데 법원에서는 사회봉사명령을 어떠한 범죄에 대하여, 어느 정도, 어떠한 내용으로 부과하여야 하는 문제에 있어서 진지한 고민과 그 효과를 고려하기 보다는 과거의 관행대로 부과해온 경향이 적지 않아 보인다. 사회봉사명령제도의 발전은 집행하는 보호관찰소 만의 일이 아니고 부과하는 법원의 결정내용에 따라 이루어 질 수 있다. 법원에서는 우선 사회봉사명령 제도의 중요성을 인식하는 것이 중요하고, 그 부과 대상의 확대와 시간의 탄력적 부과를 통하여 종래의 관행에 안주하지 말고 피고인의 재사회화를 위한 과감한 부과결정을 하여야 할 것이다. 또한 봉사내용의 지정, 봉사기관에 대한 법률상의 감독권의 행사와 집행유예의 취소에 있어서도 사회봉사명령이 법원의 권한임을 인식하고 그 권한 행사에 주저하지 말아야 할 것이다.

The purpose of this study was to identify the differences of cognitive responses, emotional responses, customer satisfaction, and service loyalty about service encounter quality by types of restaurants and to analyse emotional responses, customer satisfaction, and service loyalty in accordance with level of service encounter quality. The questionnaire were collected from customers (N=812) who had used restaurants in Seoul, aiming at 15 or more-year-old customers from October 24, 2005 to November 6, 2005. The main results of this study were as follows: Statistically significant difference was showed in importance and performance of interaction quality, importance and performance of physical environment quality, performance of outcome quality depending on types of restaurants, while significant difference was not indicated in importance of outcome quality by types of restaurants. Positive emotional response was significantly high by types of restaurants in order of fine-dining restaurants, family restaurants, and fast-food restaurants, while negative emotional responses were significantly higher in fast-food restaurants than in the other two types. As far as Customer satisfaction are concerned, fine-dining restaurants showed higher customer satisfaction than the other two types. Attitudinal service loyalty was high in fine-dining restaurants, family restaurants and fast-food restaurants in order and behavioral loyalty was not significantly different with each type of restaurant. In accordance with level of service encounter quality, cluster analysis was conducted and the clusters were divided into 'high-valuation' and 'low-valuation'. 'High-valuation cluster' and 'low-valuation cluster' showed significant difference depending on types of restaurants that customers used(p<.001). The customers who used fine-dining restaurants and family restaurants valued the performance of service encounter highly. However, in fast-food restaurants, a lot of low-valuation customers existed. Therefore, fast-food restaurants have to improve performance of interaction quality, outcome quality and physical environment quality in service encounter. In addition, in 'high-valuation cluster' who valued service encounter quality highly showed higher scores in positive responses, customer satisfaction, service loyalty than in 'low-valuation cluster', and showed low negative responses.

The study analyzes those relations of customer service level of each sales branch, level of cooperations among branches, and overall system-wide service level for an item. Under the continuous review method, each sales branch places an order to the outside supplier, and the each branch receives the order quantity after elapsing a certain lead time. Under these circumstances, those branches with stockout condition may be supplied by other branches with keeping stocks to cover the shortages. This policy generally increases the system-wide customer service level for an item throughout cooperations for the safety plan among branches. Therefore, in the context of inventory policy, the decision rules to determine the proper branch levels of service and cooperation levels of service are important goals in terms of attaining desired system-wide service level. This research has suggested the method and procedure to reach above goals.