• Journal of Korean Society for Quality Management
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• v.36 no.2
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• pp.85-95
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• 2008

This research addresses examining the service recovery process in Airline service. A service recovery framework is suggested and tested empirically. The framework includes several factors such as service recovery expectations, service recovery achievements, recovery performance, post-recovery satisfaction, and post-recovery behavioral intents. The relationships among these factors are hypothesized and proved empirically. Consequently the results suggest that recovery expectation impacts on recovery performance significantly. Also the higher the recovery performance, the higher post-recovery satisfaction, then it increases customers' purchase intent and words of mouth. Finally, this paper suggests the need for new service recovery strategies.

• Clinics in Orthopedic Surgery
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• v.10 no.4
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• pp.491-499
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• 2018

Background: Advances in surgical techniques, implant technology, radiotherapy, and chemotherapy have increased the recovery chances of patients with bone sarcomas. Accordingly, patients' expectations on life quality have also increased, highlighting the importance of objective evaluation of the functional results of reconstruction. Methods: Thirteen patients with distal femoral endoprosthesis, who had been followed for an average of 2.9 years were evaluated. Postural stability, daily energy expenditure, muscle power, and range of motion were the four parameters analyzed in this study. The Musculoskeletal Tumor Society (MSTS) score and Toronto Extremity Salvage Score (TESS) were used to assess postoperative function and examine correlations with other parameters. Results: Patients had sedentary activities in 84% of their daily lives. They exhibited a slower speed in the walk across test and a higher sway velocity in the sit-to-stand test (p = 0.005). MSTS scores were significantly correlated with the daily energy expenditure and walking speed. Conclusions: Objective functional results acquired from various clinics will provide significant data to compare reconstruction techniques, rehabilitation protocols, and surgical techniques. In this way, it will be possible to satisfy the expectations of patients that increase in relation to enhanced recovery.

• Journal of Information Technology Services
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• v.15 no.1
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• pp.269-287
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• 2016

In general, service failure occurs inevitably and the customers who experienced the greater dissatisfaction have the higher expectations of service recovery. However, most of the previous studies have focused on the evaluation and risk factors of pre-service quality. Thus, this study is contrary to the numerous previous studies and focus on the effectiveness of mobile application advertisement users' perceived perception on service recovery after service fails. A research model presented in this study is based on the Equity Theory and deeply evaluated the effectiveness of Distributive Justice, Interactional Justice, and Authenticity Relevance on Service Recovery. The survey of this study was conducted among 286 users who have experienced a services recovery of mobile application advertising. As a result, among all the factors of users of mobile application advertising, Distributive Justice, Interactive Justice, and Relevance have a positive impact to Satisfaction. In addition, Distributive Justice, Authenticity and Satisfaction also have a positive impact to Trust. Ultimately, Satisfaction and Trust have a positive impact to Service Recovery. The results of this study are expected as a reference for presenting a new business model for mobile application advertising industry, reducing business risk and enriching the related researches.

• Journal of Korean Academy of Nursing Administration
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• v.18 no.4
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• pp.434-441
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• 2012

Purpose: The purpose of this study was to identify perception of recovery, self-esteem, role performance, job satisfaction and factors influencing job satisfaction of psychiatric mental heath nurses. Methods: Data were collected from 161 psychiatric nurses from G city & J province who understood the purpose of the study and agreed to participate. Data were analyzed using descriptive statistics, t-test, Pearson correlation coefficient, and multiple regression with SPSS 18.0. Results: There were significant differences in job satisfaction between upper 25% and lower 25% group for perception of recovery, self-esteem, and role performance. Results from the multiple regression analysis revealed difference in the related factors and in the magnitude of the relationship evaluated by standardized beta coefficients. Significant factors, listed by the magnitude of beta coefficients, were role performance, self esteem, roles and responsibilities in recovery, expectations regarding recovery in perception of recovery. These variables accounted for 16% of job satisfaction. Conclusion: Results indicate that to improve psychiatric nurses' job satisfaction, there is a need to develop programs including personal qualities and perception of recovery. Further research is necessary in order to establish consensus on roles of the related factors of job satisfaction.

• Journal of Korea Society of Industrial Information Systems
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• v.23 no.5
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• pp.145-157
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• 2018

The purpose of this study is to explore ways of service recovery and procedures through the service failure cases depending on the employee capacity that leads to improving quality of the airline cabin service. This study was tested using the failure case of airline in korea. Since interrupting and discontinuing of customer service affect customer defections, customer satisfaction must quickly respond to the service's error situation. The service of the cabin crew is closely related to the customer's evaluation, the direct connection. Customer's objectives are to meet employee needs for service recovery and to recognize and analyze customer perceptions of human resources services, restore customer expectations and maintain contracts with customers. Therefore, this study proposes a set of strategies for effectively preventing and responding to customer related service failure in the airline cabin service.

• Journal of Service Research and Studies
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• v.9 no.4
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• pp.97-114
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• 2019

The relationship quality and recovery of service failures perceived by consumers play an essential role in affecting the service provider's image and sales in terms of the highly involved service industry. In particular, implementation of successful relationship marketing strategies and effective recovery of service failures provide greater satisfaction for customers expecting customized services and reinforce the relationships between the companies and consumers. Based on these previous studies, this research conducted to find out the causal relationship between the variables influencing service recovery expectations and word of mouth(WOM) by approaching the severity of service failures from the perspective of relationship marketing and attribution theory. For the empirical analysis of this research, we conducted a questionnaire surveys of 360 service users of beauty salons, who have experienced in high-involvement services, and utilized 333 questionnaires for the final analysis. The hypothesis was experimented using the Structural Equation Model(SEM), and the results are as follows. First, we identified that the higher the customer perceived the severity of the service failure, the lower the quality of the relationship. Second, we verified that service users observed service failure as a temporary and uncontrollable factor as they distinguished service quality as higher. Third, the hypothesis that customers recognize service failures as a temporary one has a positive impact on service recovery expectation level is determined through empirical analysis. Forth, it was figured out that the higher the perceived quality of the relationship with the service provider, the higher the service recovery level expected by the consumers. At the same time, the hypothesis that optimism for service recovery expectation affects positive word of mouth has been verified. The results of this study help develop the customer-oriented business model of the service companies. Furthermore, the academic significance in that it suggested a new direction for the research of high-involvement service marketing.

• Korean Journal of Adult Nursing
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• v.16 no.4
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• pp.608-616
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• 2004

Purpose: The aim of this study was to identify the experience of patients with liver cirrhosis. Method: This study was performed from march 2003 to June 2003. The participators were five men. Data collected through in-depth personal interviews, which were recorded and analysed according to the Colazzi's method. Result: Liver cirrhosis was classified into 20 themes, 70 formulated meaning, and 10 categories. The Result confirmed that the experience of liver cirrhosis patients were classified into 10 categories; unexpected change, limited daily living and role, difficult compliance with therapeutic regimen, unbelief so untreated with apathy, negative emotional change, lack of cause perception, self control, perceived family support, expectations for recovery and healing. Conclusion: We, cooperative researchers, realized that to reduce not only the days of hospital treatment and the economic loss, as well as the expenditure of insurance the importance of managing liver cirrhosis from early diagnosis and the physical, spiritual, social role in studying the patients who experience liver cirrhosis.

• Journal of Advanced Navigation Technology
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• v.18 no.1
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• pp.95-100
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• 2014

The disaster safety communication infrastructure is necessary basic infrastructure for protection of people's lives, safety and wealth. In order to build this infrastructure needs ensure public safety disaster communication technology and cooperation disaster recovery agencies. Recently advanced national disaster safety communication infrastructure necessity according to people's expectations increase for public safety is emerging as domestic and international. And there is situation which required leading rolls of country. In this paper, we analyzed public disaster safety communication status of domestic and international. Also, we analyzed Korea disaster safety communication management necessity and proposed its policy implication.

• Journal of the Korean Society for Railway
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• v.14 no.2
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• pp.87-93
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• 2011

This work describes an availability model of highly available systems to achieve Five-9's availability. Modern railway systems have raised users' expectations of powerful "always on" services. The crucial characteristics of these highly available services are essential to many modern businesses area, such as telecommunications, railway systems, information operations, Web-based businesses, and so on. The architecture-based model of system availability is useful to assess the feasibility of meeting a high availability target. The Markov model approach is straightforward for relative system engineers to adapt when they model highly available system failure and the failure recovery process. This work proposed the improved availability model through UML2.0. It is shown that the architecture-based model of system availability is a good reasonable by its application of the railway systems.

• Journal of the Korean Society of Hazard Mitigation
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• v.9 no.1
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• pp.81-89
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• 2009

Until now, Korea carried out disaster management under the perception that the central government or the local government bodies are totally responsible. However as the size of disasters become larger, the capacity of the public disaster management did not live up to the expectations. To analyze this issue, this research conducted interviews on disaster response readiness by "individual resident-residents cooperation-public/private collaboration" according to each preparedness-response-recovery stage, as resident representatives (Head of Ri, Head of Tong) as subjects. Based on the interviews, surveys were conducted to deduct the necessary factors needed for the general residents to exhibit disaster prevention capabilities. The surveys consist of 6 factors-risk perception, evacuation inductively, individual evacuation response, disaster prevention system, lookout & precaution, information communication.