고객의 관계 성향을 고려한 항공사의 서비스 회복 전략 수립에 관한 연구

김용철 ( Yong Cheol Kim ) 한국항공경영학회 2018 한국항공경영학회지 Vol.16 No.4

항공을 포함한 서비스 산업에서 기업들은 불가피하게 발생할 수 있는 서비스 실패에 대비하여 미리 서비스 회복 방안을 마련해 놓아야 한다. 특히 항공서비스는 복잡한 서비스 프로세스라는 특성을 갖고 있어, 서비스 실패에 대한 대응의 중요성은 다른 어떤 산업보다 크다. 효과적인 서비스 회복을 위해서는 실패의 특성뿐만 아니라 고객의 특성까지도 고려한 회복 전략의 정교화가 요청된다. 고객의 특성 중 하나라고 할 수 있는 관계 성향은 서비스 회복에 대한 고객의 기대를 결정짓는 중요한 변수라고 할 수 있다. 그런데 기존 연구들은 주로 실패의 유형이나 성격을 고려한 연구에 치우쳐 있고, 고객들이 왜 동일한 실패에 대해 상이한 회복 기대를 갖는지에 대한 연구는 아직까지 미흡한 상황이다. 본 연구의 목적은 항공서비스를 대상으로 고객 특성 중 하나인 관계 성향과 실패 특성 중 하나인 실패 심각성이 고객들이 선호하는 서비스 회복 기대에 미치는 영향을 실증적으로 검토하는 데 있다. 이를 통해 항공사를 포함한 서비스 기업들이 고객들의 특성을 고려하여 서비스 실패에 보다 맞춤화된 대응을 할 수 있도록 시사점을 도출해 보고자 하였다. 실증 결과 고객의 관계 성향은 사과 유형 회복 기대에 유의적인 영향을 미치는 것으로 나타났지만, 보상 유형 회복 기대에는 유의적인 영향을 미치지 않는 것으로 나타났다. 그리고 실패 심각성은 사과 유형 회복 기대와 보상 유형 회복 기대에 유의적인 영향을 미치는 것으로 나타났다. 또한 관계 성향이 사과 유형 회복 기대에 미치는 영향은 보상 유형 회복 기대에 미치는 영향보다 큰 것으로 나타났으며, 실패 심각성이 보상 유형 회복 기대에 미치는 영향은 사과 유형 회복 기대에 미치는 영향보다 큰 것으로 나타났다. 이러한 실증 결과를 바탕으로 적응적 서비스 회복의 필요성, 정교화된 서비스 회복 매뉴얼을 만드는 과정에서의 유의사항 등의 실무적 시사점을 도출하였다. 구체적으로 항공사는 서비스 실패에 대한 반응으로부터 고객의 관계 성향을 파악하고 이러한 관계 성향에 맞춤화된 서비스 회복 방안을 제시할 필요가 있다. 그리고 서비스 회복 매뉴얼을 만드는 과정에서 고객 성향과 실패 심각성은 필수적으로 고려되어야 한다. In the service industry including airline companies, companies must have a service recovery plan in advance in case of a service failure that could inevitably occur. In particular, aviation services have the characteristics of complex service processes, so the importance of responding to service failures is greater than in any other industry. In order to recover an effective service, it is required to elaborate the recovery strategy considering the characteristics of the customer as well as the characteristics of the failure. Relational propensity which is one of the customer’s characteristics can be an important variable in determining the customer’s expectations of service recovery. However, existing researches are mainly focused on studies considering the type and nature of failures, and research on why customers have different recovery expectations for the same failures is still insufficient. The purpose of this study is to examine empirically the effect of relational propensity and failure severity on customer expectation of service recovery. Based on this model, I tried to draw some implications for service companies, including airline companies, to take a more personalized response to service failures in terms of their characteristics. The results show that the customer’s relational propensity has a significant effect on the apology type recovery expectation, however, it does not have a significant effect on the compensation type recovery expectation. And failure severity had a significant effect on apology type recovery expectation and compensation type recovery expectation. It also reveals that the effect of relational propensity on recovery expectation of apology type was found to be larger than that of compensation type recovery expectation. The effect of failure severity on expectation of compensation type recovery was larger than that of apology type recovery expectation. Based on these empirical results, practical implications such as the necessity of adaptive service recovery and precautions in the process of elaborated service recovery manual were derived. Specifically, airlines need to understand the relational propensity of customers from responses to service failures and to provide a customized service recovery approach to this relational propensity. In the process of creating a service recovery manual, practitioners must consider relational propensity and failure severity as essential.

Impact failure analysis of corrugated steel plate in LNG containment cargo system

Kim, Myung-Sung,Kwon, Sun-Beom,Kim, Seul-Kee,Kim, Jeong-Hyeon,Lee, Jae-Myung Elsevier 2019 Journal of constructional steel research Vol.156 No.-

<P><B>Abstract</B></P> <P>In the present study, the failure characteristics of the primary barrier of a GTT Mark-III type liquefied natural gas (LNG) cargo containment system (CCS) under cyclic impact loads were analyzed using a comprehensive failure model. The three types of failure modes that mainly occur in a thin-walled structure, namely, localized necking, ductile failure, and shear failure, were considered to evaluate the different failure phenomena for large and small corrugations of the primary barrier consisting of 304 L stainless steel. To validate the numerical analysis approach, a series of impact tests were conducted, and the reaction force history along with the permanently deformed configuration of the thin-walled structure was compared to the simulation results of structural impact failure. Through the comparative study, it was confirmed that the simulation outcomes were in good agreement with the experimental results. The proposed failure analysis model was used to quantitatively predict the structural impact failure of the primary barrier under severe impact (or sloshing) loads, and the estimated structural life was proposed based on the failure index concept.</P> <P><B>Highlights</B></P> <P> <UL> <LI> Failure prediction model for primary barrier of LNG CCS was proposed. </LI> <LI> Localized necking, ductile failure and shear failure were adopted. </LI> <LI> Reaction force profile and deformation shape of primary barrier were investigated. </LI> <LI> Failure criteria contour of primary barrier was quantitatively evaluated. </LI> <LI> The proposed model showed good agreement with experimental results. </LI> </UL> </P>

A Classification of Electrical Component Failures and Their Human Error Types in South Korean NPPs during Last 10 Years

조원철,안태호 한국원자력학회 2019 Nuclear Engineering and Technology Vol.51 No.3

The international nuclear industry has undergone a lot of changes since the Fukushima, Chernobyl andTMI nuclear power plant accidents. However, there are still large and small component deficiencies atnuclear power plants in the world. There are many causes of electrical equipment defects. There are alsofactors that cause component failures due to human errors. This paper analyzed the root causes of failureand types of human error in 300 cases of electrical component failures. We analyzed the operatingexperience of electrical components by methods of root causes in K-HPES (Korean-version of HumanPerformance Enhancement System) and by methods of human error types in HuRAMþ (Human error-Related event root cause Analysis Method Plus). As a result of analysis, the most electrical componentfailures appeared as circuit breakers and emergency generators. The major causes of failure showeddeterioration and contact failure of electrical components by human error of operations management. The causes of direct failure were due to aged components. Types of human error affecting the causes ofelectrical equipment failure are as follows. The human error type group Ⅰ showed that errors of commission(EOC) were 97%, the human error type group Ⅱ showed that slip/lapse errors were 74%, and thehuman error type group Ⅲ showed that latent errors were 95%. This paper is meaningful in that we haveapproached the causes of electrical equipment failures from a comprehensive human error perspectiveand found a countermeasure against the root cause. This study will help human performanceenhancement in nuclear power plants. However, this paper has done a lot of research on improvinghuman performance in the maintenance field rather than in the design and construction stages. In thefuture, continuous research on types of human error and prevention measures in the design and constructionsector will be required.

Type-II stepwise progressive censoring

Bayat, Mohammad,Torabi, Hamzeh The Korean Statistical Society 2016 Communications for statistical applications and me Vol.23 No.1

Type-II progressive censoring is one of the censoring methods frequently used in clinical studies, reliability trials, quality control of products and industrial experiments. Sometimes in Type-II progressive censoring experiments, the failure rate is low so the waiting time to observe the $m^{th}$ failure will be very long; however, the experimenter may have to terminate the experiment before a predetermined time. In this article, if two generalized types of Type-II progressive censoring are reminded, we then make some changes in the removal method of Type-II progressive censoring such that without reducing the deduction quality, the termination time of the experiment decreases. This can be done with decreasing withdraws throughout the steps of the experiment with a special reasonable method. A simulation study is done and the results are tabulated at the end of this article for a comparison between introduced method and Type-II progressive censoring.

교사유머의 주요 유형과 유머의 목적·소재·표현 방식에 따른 성공과 실패의 차이 분석

허영주 한국교육방법학회 2009 교육방법연구 Vol.21 No.2

The purpose of this study is to investigated type of teacher's humor and example on type, and analyzed differential success and failure by purpose, material and expression form of teacher's humor. And investigated and analyzed 571 cases of teacher's humor through student's memory. As a result, teacher usually use humor by ‘atmosphere conversion’ on purpose, ‘he and she and it’ on material and ‘storytelling’ on expression form. Mixture by purpose, material and expression form of teacher's humor, teachers usually use only 7 types in 48 humor's types and 7 types hold 68.1% of whole. According teacher's humor use too much emphasis on a few types. Also differential success and failure by purpose, material and expression form of teacher's humor, come out high failure on humor by ‘atmosphere conversion’ and ‘rapport making’ on purpose, ‘student’ on material and ‘words playing’ on expression form. According, purpose of humor put on ‘increase of memorization’ and ‘expansion of contents comprehension’, material of humor set ‘teacher oneself’ and expression form of humor keep up ‘storytelling’ than ‘words playing’. Because it is high success.

Failure Modes and Effects Analysis of Electronic and Electrical Components at the Use Circuit of P-Type Receiver

Yo Shep Shim,Sung Ho Song 위기관리 이론과 실천 2016 Crisisonomy Vol.12 No.6

본 연구에서는 국내에서 중소형 건축물에 가장 많이 사용되고 있는 5회로 P형수신기를 타깃으로 선정하였고, 5회로 P형수신기의 사용자회로와 메인회로 중에서 사용자회로를 중심으로 전기전자부 품에 대한 위험우선순위지수와 중요도를 도출하였다. 구성부품으로 분석하면 Cable에서 2개 모드, Switch 2개 모드, Capacitor 1 개 모드, IC 1 개 모드로 4 개의 구성부품에서 차지하였다. 고장모드는 Cable 의 poor contact/intermittent(112)와 arcing/sparking(121), Switch의 mechanical failure(301)과 inter-mittent/degraded operation (302), Capacitor의 high contact resistance(401) 및 IC 의 drift(501)이었다. 중요 도에서 가장 높게 나타난 고장모드는 Cable 의 Poor contact/intermittent(112)와 Arcing/sparking(121), Diode 의 Shorted(201)였다. P 형수신기의 경우는 Cable 의 연결하는 커넥터부분의 접속불량이 가장 문 제였으며, 이런 접속부의 접속불량은 아크와 스파크를 동반하고 있어 주위가연물이 존재하면 화재 뿐만 아니라 고장을 일으킬 수 있는 조건으로도 작용하였다. Cable 과 Switch 의 관리 및 내구성이 높은 부품의 변경으로 내구연한을 높일 수 있다.. 본 연구는 인적재난위기의화재와 생활안전위기의 생활용품안전에 활용가능하다. This study is aimed to reduce failure rates and failure modes through the arrangement of the list corresponding to the component of the electrical and electronic in the user circuit of a P-type receiver. This paper analyzes a user circuit of monitoring and alarm systems in buildings. In the user circuit, the heaviest failure modes are shown in cables. The results of a risk priority number (RPN) analysis shows that a total of 6 failure modes is shown in the parts of contact/intermittent (112) and arcing/sparking (121) of the cables. Moreover, a mechanical failure (301) and an intermittent/degraded operation (302) of On/Off switch, high contact resistance (401) of a capacitor, and a drift (501) of IC are the other modes of the failure. Consequently, we find that the part of frequent breakdown is the cable and verify that the defect of cable connectors causes lots of failures of user circuits such as contact/intermittent. We expect that these findings will contribute to increase the quality of firefighting supplies and their life-spans.

Risk Factors Associated with Failure of Cephalomedullary Nail Fixation in the Treatment of Trochanteric Hip Fractures

유제현,장준동,박창원,황지효 대한정형외과학회 2020 Clinics in Orthopedic Surgery Vol.12 No.1

Background: Intramedullary (IM) nailing is widely performed in elderly patients with trochanteric fractures. Thus, it is important to identify causative factors associated with fixation failure. We investigated fixation failures after IM nailing in elderly patients with trochanteric fractures and compared the failure group with nonfailure group to identify risk factors of fixation failure. Methods: A total of 396 patients aged 65 years or older underwent IM nailing for trochanteric fractures between January 2012 and August 2016 at our institution. Of those, 194 patients who were followed up for more than 12 months were enrolled in this study; 202 patients were excluded due to death during follow-up, bedridden status before injury, and loss to follow-up. All patients underwent plain radiography and preoperative computed tomography (CT). Results: Fixation failure occurred in 11 patients (5.7%). Seven patients had stable fractures (AO/OTA); eight patients had basicervical fractures (confirmed by CT). Five patients had comminution in the greater trochanter (confirmed by CT). Regarding fracture reduction, eight patients showed discontinuity in the anterior cortex. The position of the lag screw on the lateral view was in the center in six patients and in a posterior area in the other five patients. On the basis of comparison with the 183 patients without fixation failure, risk factors of fixation failure were higher body mass index (BMI; p = 0.003), basicervical type of fracture (p = 0.037), posterior placement of the lag screw on the lateral view (p < 0.001), and inaccurate reduction of the anterior cortex (p = 0.011). Conclusions: Among the risk factors of fixation failure after IM nailing in elderly patients with trochanteric fractures, discontinuity of the anterior cortex and posterior position of the lag screw are modifiable surgeon factors, whereas higher BMI and basicervical type of fracture are nonmodifiable patient factors. Therefore, care should be taken to avoid fixation failure in IM nailing for patients with a basicervical type of fracture or higher BMI or both.

의료보장유형이 심부전 입원 환자의 의료서비스 이용에 미친 영향분석: Propensity Score Matching 방법을 사용하여

최소영 ( Soyoung Choi ),곽진미 ( Jin-mi Kwak ),강희정 ( Hee-chung Kang ),이광수 ( Kwang-soo Lee ) 한국보건행정학회 2016 보건행정학회지 Vol.26 No.4

Background: This study aims to analyze the effects of insurance types on the medical service uses for heart failure inpatients using propensity score matching (PSM). Methods: 2014 National inpatient sample based on health insurance claims data was used in the analysis. PSM was applied to control factors influencing the service uses except insurance types. Negative binomial regression was used after PSM to analyze factors that had influences on the service uses among inpatients. Subjects were divided by health insurance type, national health insurance (NHI) and medical aid (MA). Total charges and length of stay were used to represent the medical service uses. Covariance variables in PSM consist of sociodemographic characteristics (gender, age, Elixhauser comorbidity index) and hospital characteristics (hospital types, number of beds, location, number of doctors per 50 beds). These variables were also used as independent variables in negative binomial regression. Results: After the PSM, length of stay showed statistically significant difference on medical uses between insurance types. Negative binomial regression provided that insurance types, Elixhauser comorbidity index, and number of doctors per 50 beds were significant on the length of stay. Conclusion: This study provided that the service uses, especially length of stay, were differed by insurance types. Health policy makers will be required to prepare interventions to narrow the gap of the service uses between NHI and MA.

서비스 유형과 서비스 실패가 서비스 회복에 미치는 영향:레포의 조절 효과

곽지훈,김정훈,간형식,Gwak. Jihoon,Kim. Jeonghun,Kahn. Hyungsik 한국상품학회 2015 商品學硏究 Vol.33 No.3

많은 기업들이 고객과의 효율적인 관계를 구축함에 있어서 이른바 서비스 실패를 경험하고 있다. 본 연구에서는 기업이 서비스 실패에 직면하게 되었을 때 즉각적인 해결책과 노력을 하지 않을 경우 기업이미지에 손실을 가져다 줄뿐만 아니라 더 나아가서는 기업의 생존을 위협하게 되는 결과를 초래할 수도 있다는 점에 주목하였다. 이를 위하여 서비스 실패 이전에 고객과의 레포 형성이 서비스 실패와 서비스 회복 이후 소비자 반응에 미치는 영향을 탐구하고자 하였다. 본 연구에서는 기술적 품질의 실패와 기능적 품질의 서비스 실패 상황 하에서 서비스의 두 가지 유형인 실용적 서비스와 감성적 서비스에 따라 레포의 유무가 서비스 회복에 미치는 영향을 밝히고자 하였다. 연구 실험은 서비스 각각의 서비스 실패 상황에 대한 시나리오를 제시하여, 레포가 높은 상황과 낮은 상황을 통해 서비스 실패 상황이 잘 회복되는지에 대한 만족도를 측정하였다. 서비스 기업의 서비스 실패가 일어나기전 서비스 종업원과 고객 간에 레포가 있다면 서비스 실패를 경험한 후 서비스 회복 과정에서 회복을 하 였을 때 감성적 서비스가 실용적 서비스보다 회복 만족도에 더 긍정적인 영향을 미칠 것이라는 사실을 입증할 수 있었다. 연구의 결과는 서비스의 종류와 서비스의 상황에 따라 다른 회복 전략이 실행되어야함을 나타내고 있다. 레포는 감정적 서비스를 제공하는 기업에서 더욱 중요한 개념임이 증명되었다. Service customers sometimes face service failures when their services are providing. To overcome service failure service companies have made great efforts. However, service companies sometimes fail to provide effective and satisfying recovery to their customers after service failure. In this case, unless the service provider makes immediate adjustments and solutions to the problem, it will negatively effect the image of the company which will eventually danger the profitability and the existence of the company. Thus, it is vital for companies to restore, maintain and reinforce healthy customer relationship when such service failure occurs. This research was conducted to find out the effects of rapport on two types of services(utilitarian and hedonic services) under different service failure situations(technical and functional quality failure). Experiments were conducted where each subject was given a scenario which describes a service failure situation and indicates the service recovery for the particular condition when the rapport between a service provider and a customer is a high or low situation. The results of the study suggest that different strategies should be used for different types of services and failure conditions. Above all, the rapport is vitally important when the service company are providing emotional services.

각성형과 회피형의 만성적 지연행동 측정: Ferrari가 제안한 방법은 타당한가?

임성문 한국심리학회 2006 한국심리학회지 일반 Vol.25 No.2

본 연구는 만성적 지연행동의 두 유형인 각성형과 회피형을 Lay의 일반지연행동척도(GP)와 McCown과 Johnson의 성인지연행동척도(AIP)로 측정할 수 있다는 Ferrari의 제안을 검증하기위해 수행되었다. 268명의 대학생을 대상으로 하여, 먼저 GP와 AIP 간 상관관계를 알아보았다. 다음으로 각성형 지연행동을 유발하는 주요 동기인 감각추구 동기와 회피형 지연행동을 유발하는 주요동기인 실패공포와 자기제시 동기가 GP와 AIP에서 차별적으로 관련되는지 알아보고자 하였다. 이를 위해 두 지연행동 척도 각각을 종속변인으로 하고 감각추구, 실패공포 및 자기제시 동기를 예언변인으로 하는 중다회귀분석을 하였다. 또한 두 지연행동 척도의 평균점수를 기준으로 구성한 GP와 AIP점수가 모두 높은 집단(고/고), GP점수만 높은 집단(고/저), AIP점수만 높은 집단(저/고), GP와 AIP점수가 모두 낮은 집단(저/저)의 네 집단을 독립변인으로 하고 감각추구, 실패공포 및 자기제시 동기를 종속변인으로 하는 일원변량분석방법으로 차이검증 하였다. 그 결과 GP와 AIP 간 높은 상관을 보였고, 중다회귀분석결과 두 지연행동 척도는 감각추구와 실패공포 및 자기제시 동기와 차별적으로 관련되지 않았고, 변량분석결과 GP점수만 높은 집단과 AIP점수만 높은 집단 간의 유의미한 차이가 없는 것으로 나타나, GP와 AIP로 각성형과 회피형의 만성적 지현행동 유형을 측정할 수 있다는 Ferrari의 제안은 지지되지 않았다. The purpose of this study is to validate Ferrari’s suggestion that the two type of chronic procrastination (arousal vs avoidance) is able to be measured each other with Lay's GP and McCown & Johnson's AIP. The research participants were 268 students(male 130, female 137). Three statistical analysis procedures were performed. First, the corelation between Lay's GP and McCown's AIP. Second, the multiple regression for GP and AIP with predictive variables of sensation seeking, fear of failure and self presentation. Third, the one-way analysis of variance by the independence variable of 4 groups(GP score high/AIP score high; GP score high/AIP score low; GP score low/AIP score high; GP score low/AIP score low) with the dependence variables of sensation seeking, fear of failure and self presentation. The result were as follow. First, the corelation coefficient between Lay's GP and McCown & Johnson's AIP were .780(p <.001). Second, significant predictive variables for GP and AIP were same variables as sensation seeking and fear of failure. Third, based on one-way analysis of variance, no significant difference were found for GP score low/AIP score low group and GP score low/AIP score high group with the dependence variables of sensation seeking, fear of failure and self presentation. These results indicate that Ferrari's suggestion did not to be supported.