• Knowledge Management Research
• /
• v.21 no.3
• /
• pp.123-140
• /
• 2020

In call centers where customers contact a firm's customer service without face-to-face interaction, customer service representatives (CSRs) determine its service competitiveness. In other words, a firm's service excellence relies on its CSRs. Drawing on the concept of agility from service and information technologies studies, this study conceptualizes customer response capability as a variable consisting of customer response expertise and customer response agility, and further verifies its effects on customer service performance. Moreover, this study examines whether a firm's digital and human knowledge resources are related to CSRs' customer response capability. To empirically test the proposed hypotheses, the partial least squares analysis is conducted with a total of 371 responses collected on CSRs from two insurance call centers. The findings indicate that a firm's digital and human knowledge resources enhance CSRs' customer response expertise and customer response agility, thereby increasing customer service performance. The results draw the conclusion that CSRs' customer response capability is a key antecedent of superior customer service.

• Food Industry
• /
• s.182
• /
• pp.69-116
• /
• 2004

현재 우리나라의 IT 정보화는 세계 1위의 브로드밴드(초고속 인터넷) 이용국이 될 정도로 빠르게 변모하면서 정치, 사회, 문화 뿐만 아니라 시장 경제에 상당한 영향을 미치고 있다. 특히 소비자의 소비생활형태에도 큰 변화를 가져왔으며 또한 그에 따른 소비자의 인식이 높아지면서 소비자가 시장경제 주체로서의 소비자 주권시대를 열었다. 이러한 IT정보를 기반으로한 소비 문화의 변화와 소비 주체의식의 고취는 정부의 소비자관련 정책과 또 기업의 경영에도 상당한 영향을 미치게 되었다. 그러나 현재 많은 기업들이 소비자에 대한 인식과 그에 대한 대응의 필요성은 인식하고 있으나 실질적인 소비자 대응에 대한 전문성 강화를 위한 인식 및 투자나 기업 입장에서의 실질적인 소비에 대한 연구 및 교육활동도 아직까지는 매우 소극적이고 미흡한 것이 사실이다. 따라서 회사 내의 고객 접점에서의 고객상담의 중요성과 응대 실무에 대해 정리해보았다.

• Product Safety
• /
• s.59
• /
• pp.14-17
• /
• 1997

미래 기업환경은 변혁적이며 복잡다양해져 보다 유연한 경영조직의 구축과 보다 효율적이고 혁신적인 조직으로 탈바꿈할 것을 요구하고 있다. 기능적으로 분화된 전통적인 기업조직으로는 이러한 환경변화에 대응하기 어렵게 되었다. 기업은 이러한 미래 환경변화에 유연하게 대응하기 위해서 자신의 전문 기능을 강화하고 타기능은 외부조직과 교환 및 제휴를 해야 한다. 그리고 외부조직과의 연계는 사안별로 기능들간의 네트워크를 형성하여 시장 및 고객의 요구에 전문성을 활용해야

• Journal of the Korean Society of Radiology
• /
• v.5 no.4
• /
• pp.207-215
• /
• 2011

This study was focused to the effects of cancer patient's perceived quality of medical service upon satisfaction as a customer who have been stressed to face the death. we established research model between medical service quality and customer satisfaction, and build up 4 hypotheses between tangibility, expertise, credibility, responsiveness and customer satisfaction. 220 responses were used to analyzed with multiple regression analysis by SPSS for Windows 14.0K. All 4 hypotheses were accepted. Among 4 independent variables tangibility was most effective to customer satisfaction as coefficient-0.298, and next expertise was as coefficient 0.237. From the results we suggested the implications as follows; first, the medical institute have to develop medical service based on tangibility, expertise, credibility, responsiveness. Second, such services might bring higher customer satisfaction. Third, the patient satisfaction may lead to extend its own life. Fourth, the hospital also may survive long against the competitive environment with such services.

• Journal of Digital Contents Society
• /
• v.10 no.2
• /
• pp.341-348
• /
• 2009

This paper analyzes the outcomes surveying 79 firms in Korea to investigate how Information Technology(IT) Outsourcing risk factors affects IT Outsourcing intention. Based on our literature reviews based on number of key articles, journals, and the focus group interviews, IT Outsourcing risk factor s are proposed into three different domains: Transaction, Client, Vendor perspectives. As the statistic al analysis, it found that the risk factors related on the client, vendor perspectives, is closely related to the IT Outsourcing intention of the Korean firms. So It will be desirable to prepare and resist the risk factors of clients of themselves and IT service vendor's for the adopting and enlarging the IT outsourcing implementation.

• Culinary science and hospitality research
• /
• v.19 no.1
• /
• pp.70-84
• /
• 2013

The study aimed at grasping the factors of sommelier service quality and analyzing how customers' emotional responses based on sommelier service quality had a big impact on the revisit intention for the customers who received sommelier service from food service industries located in Seoul. The findings are as follows. The effects of sommelier service quality on positive emotions were respectively significant in specialty factor(${\beta}$=.257, p<0.001), reliability factor(${\beta}$=.314, p<0.001), and responsiveness factor(${\beta}$=.387, p<0.001). And the effect on negative emotions was significant in specialty factor(${\beta}$=-.178, p<0.05). Meanwhile, the result of the effect on the revisit factor of sommelier service quality was significant in reliability factor(${\beta}$=.286, p<0.001). And the effects of customers' emotional response on revisit factor were significant in positive emotion factor(${\beta}$=.350, p<0.001) and negative emotion factor(${\beta}$=-.195, p<0.01) respectively. As the emotional responses based on sommelier service quality had a great impact on customers' revisit intention according to positive or negative emotions, it is necessary for food service industry operators to improve customer satisfaction with consolidating the factors to give customers positive emotions which eventually can lead them to revisit wine restaurants.

• Journal of Korea Society of Industrial Information Systems
• /
• v.21 no.2
• /
• pp.73-91
• /
• 2016

This study sheds light on the quality aspect of cloud computing services as next IT platform. Three tasks of the research are to extract the quality factors of cloud service from the user's viewpoint, empirically analyze the perceptual differences between the user group and the provider group by applying the IPA technique, and suggest some quality factors that need to be improved. Based on the previous researches and focus group evaluation, 13 quality factors have been established. Two field surveys have been performed respectively to collect the perceptual importance and satisfaction level of the users and the providers. It is shown that the quality satisfaction of the user group is lower than the quality perceived by the providers. And there exist significant differences between two groups in respect to quality importance level and IPA matrix. In conclusion, 6 quality factors that need to be improved are suggested such as service functionality, service availability, interoperability, scalability, confidentiality, and provider's responsiveness.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
• /
• v.12 no.5
• /
• pp.163-175
• /
• 2017

The purpose of this study is to find out how to improve the brand image and loyalty of cafe by recognizing that social culture of middle school cafe, which is an important service quality in cafe establishment, emerges as a main characteristic of new coffee business. First, reliability, confidentness, professionalism, accessibility, and socio - culturality of the service quality of coffee specialty shops improve brand image. Confidence and professionalism play an important role in enhancing brand loyalty, and brand image has a significant effect on brand loyalty. Respectively, Among the service quality, social culture has a strong influence on brand image but it is not a direct influence on brand loyalty. Second, in the relationship between brand loyalty of coffee service quality, brand image shows full mediation effect on reliability, partial mediation effect on confidence, professionalism, accessibility, socialcultural property, and mediation effect on response and empathy. Third, as a result of analyzing the moderating effects of coffee shop types on the relationship between service quality and brand image of coffee specialty shops, reliability, confidentiality, and accessibility are positive factors in the nationwide franchise. On the other hand, in the private $caf{\acute{e}}$, professionalism and socio-culturality are the main factors for improving the brand image. In the case of the local franchise, similar to the franchise in the country, the improvement of service quality for responsiveness and professionalism is a positive factor Respectively. As a result, nationwide franchise $caf{\acute{e}}s$ have priority in enhancing brand image and brand loyalty through accessibility and assurance of service quality. On the other hand, in case of local franchise $caf{\acute{e}}$, it can be seen that the service quality is enhanced and the brand image and brand loyalty can be further improved through service professionalism and accessibility. On the other hand, regional cafes are more important than national franchises or local franchise cafes, and a strategy to enhance customer loyalty is needed through service strategies emphasizing socio - cultural aspects.

• Journal of Digital Convergence
• /
• v.13 no.7
• /
• pp.403-412
• /
• 2015

In this study, IPA(Importance-Performance Analysis) techniques were used to suggest improvement plans and implications for convergent medical tourism services which medical tourists can be satisfied in Medical institutions. For this study, a total of 244 questionnaires among collected data for customers who experience a medical tourism service (a health checkup) at four hospitals located in Gangneung, Gangwon Province from September 1, 2014 to October 30, 2014 was to ensure a valid sample. As a result of the experiments which conducted by paired sample t-test analysis to learn corresponding to the difference between importance and satisfaction of the medical tourism services, it shows significant differences in all entries In the importance and satisfaction of the medical tourism services. As a result of the experiments which conducted by the IPA, the importance is high awareness but among service items which satisfaction is not actually high, service items that requires intensive care in the future are derived in items of "exact medical tourism services", "rapid response to the needs of the patient", "rapid medical tourism services", "communication with medical tourism coordinator". Therefore, medical institutions may need to be arranged in the Medical Tourism Coordinator with the agility and expertise of the medical tourism.

• Journal of KIISE:Software and Applications
• /
• v.37 no.9
• /
• pp.687-693
• /
• 2010

Information Technology Service Management (ITSM) System has been adopted and operated by many governments and public institutions to intensify their global competitiveness. Recently these organizations are facing many problems because of the increased demands and complexity of Information Technology (IT) service. Especially, difficulty with ITSM gets bigger and bigger because of increasing IT outsourcing. An expectation regarding ITSM is grown up when facing to solve problems. Therefore, this study suggests effective alternatives about ITSM organization structure for public sectors. The ITSM organization structures changes from traditional structures based on functions to new structures based on its goal, customer, and its process. In other words, ITSM organizational structure can be composed of Service Strategy directorate, Service Design directorate, Service Transition directorate, Service Operation directorate, and Service Improvement directorate. To ensure the effectiveness and the professionalism of ITSM in an organization, this paper specifies the roles of participants and the responsibilities for each unit. The proposed ITSM organization structures will be useful for public sectors.