• 한국IT서비스학회:학술대회논문집
• /
• 2009.05a
• /
• pp.365-368
• /
• 2009

고속 인터넷 망 구축과 멀티미디어 통신 수요의 증가에 따라 VoIP는 기존의 PSTN 망의 대체 혹은 확장 기술로서 지속적으로 검증되어 왔다. 음성 데이터 처리 규약들 중 SIP는 다른 규약에 비해 신호 처리 단계가 간단하기 때문에 이를 기반으로 RTP를 활용하여 음성 통신 시스템을 구축하는 사례가 늘어나고 있다. 그러나 RTP의 특성상 패킷을 처리할 때마다 복원 과정이 필요하며, 다중 세션으로 통신이 발생할 경우 전체 패킷들의 관리가 복잡해지므로 이들 간에 혼선 없이 데이터를 처리 및 유지할 수 있는 방법론이 요구된다. 본 논문에서는 SIP 기반의 IP 전화를 통해서 고객과 상담원 간의 통화 이벤트가 발생하는 일반 콜센터 환경에서 RTP 음성 데이터를 처리하는 다중 세션 어플리케이션의 구축 사례를 제시한다. 구현한 시스템은 IP 전화에서 발생하는 통화 내역을 통합 스위치 서버에서 포트 미러링하여 녹취 및 녹음 서버로 전송하며, 전송된 패킷 정보들의 세션이 유지되고 있는 동안 음성 데이터를 실시간으로 모니터링한다.

• 한국IT서비스학회:학술대회논문집
• /
• 2006.11a
• /
• pp.561-561
• /
• 2006

u-Health 관련 보건 비용의 지속적인 증가와 건강 및 사전예방에 대한 관심이 증가함에 따라 온라인을 통한 건강 상담, 정보제공, 동영상 서비스 및 e-commerce등 건강 관련 서비스 시장 확대가 되고 있으나 국내 의료산업은 원무행정 분야에 대한 초기 정보화 단계에 있다. 또한 대학/종합병원들의 IT예산은 급속히 증가하고 있으나, 종소형 병/의원/약국의 경우 IT 투자예산 확보 문제가 있다. 이를 대처하기 위해 u-Health와 Wellness를 통합함으로써 BT, NT 및 IT 관련 기술을 활용하여 u-Fitwellness 시스템을 구축 ubiquitous 네트워크를 통해 고객에게 건강과 의료관련 서비스, 제품, 정보를 제공함으로써 개인의 삶의 질을 향상함으로써 홈 네트워킹 기반 u-Health Total solution을 통한 융합형 서비스 시스템을 제안 하고자 한다.

• Asia Marketing Journal
• /
• v.8 no.2
• /
• pp.63-91
• /
• 2006

This study conducted in-depth interviews with 5 successful and 6 unsuccessful sales persons and analyzed their activities to further clarify the concepts of learning orientation, performance orientation, working smart, working hard and adaptive selling which have been reported as antecedents of sales persons' performances. We found that successful sales persons had their own distinctive characteristics. First, they regarded their selling activities as a part of their lives, not as a task, and were proud of themselves. Second, they perceived their weaknesses from most of activity areas, voluntarily participated in educational programs, and studied not only their products but also competitive products. Third, successful sales persons conducted customer-oriented activities. They collected data on their customers' personal records, developed customer typology by styles or personalities, and consulted their customers using those data. Fourth, successful sales people carefully prepared their meetings with customers across steps in selling processes and they did their best to develop long term relationship with their customers. These results provide useful implications about objective evaluations on sales persons' customer orientations and adaptive selling abilities, and also clarify the concepts of 'working smart' and 'adaptive selling'.

• Journal of the Korean Society of Food Science and Nutrition
• /
• v.37 no.11
• /
• pp.1443-1451
• /
• 2008

This study was performed to develop menu satisfaction index in Business & Industry (B&I) food service and to survey customer's menu satisfaction using the index. The menu satisfaction index included 16 items with Likert 5 point. Cronbach's alpha to assess the internal reliability of the developed scales was 0.8917, which indicated highly reliable. Construct validity was assessed by principal components analysis and then four factors explaining 65.964% of the total variance were found. Among the 15 items of menu satisfaction, the average scores of all items were above 3.0 out of 5. As a result of analysis on menu satisfaction factors, 'propriety of food temperature' (3.52 out of 5) was the highest consideration followed by 'sufficiency of format' (3.46), 'excellence in food' (3.35) and 'well-being orientation' (3.31). It could be said that customer's perception on the menu quality was very positive. Four factors were correlated with overall menu satisfaction positively. Especially, 'excellence in food', and 'well-being orientation' and 'sufficiency of format' affected significantly on overall menu satisfaction. It concluded that customers were satisfied with portion size, temperature, price but their needs for taste and health/nutrition-related service would be increased. The menu satisfaction developed in this study should be applied to other B & I food service operation by type.

• Journal of Advanced Navigation Technology
• /
• v.15 no.5
• /
• pp.808-822
• /
• 2011

In the subject experiment of this paper, contrary to the existing thesis about the emotional labor of people in the face-to-face service industry, I have chosen call center agents as they are primary first point of contact with customers in the airline industry. The main purpose of this experiment is to understand the relationship in between workplace burnout and emotional labor. In this study, I have investigated the following concepts; the effect of mediation on emotional labor, the different levels of emotional labor, and recommendations for improvement of competitive power to the call center agent as a member of the organization. The main results of experiment are as follows. First, the emotional labor given by the airline call center agents affects the rate of burnout. Second, support from workplace superiors showed that mediation had an effect on the relationship between emotional labor and burnout, however support from co-workers had no effect whatsoever. It is hope that this paper would supply information to give a competitive edge for airline call centers and their agents.

• Journal of Digital Convergence
• /
• v.15 no.9
• /
• pp.519-532
• /
• 2017

The purpose of this study was to investigate the content of job stress experienced by call center consultants. For that purpose, the investigator interviewed 11 call center consultants one-on-one in D City, conducting qualitative analysis of content of job stress they experienced according to Giorgi's phenomenological analysis procedure. As a result, there were classifications of job characteristics and individual characteristics. They were further classified into 8 categories and 24 subcategories. As for job characteristics, there were "limitations of work performance," "work burden," "inflexible work style," "uncontrolled customers," and "controlled demand." As for individual characteristics, there were "psychological instability," "personality vulnerabilities," and "poor coping resources." The categories of job characteristics and personal characteristics were classified into limit and control levels, respectively. It is found that poor coping resources mediate between job stress and personal characteristics. Based on these results, we discussed not only the existing organizational responses but also the combined interventions that mitigate the psychological stress after the unstable psychological state of the individual.

• Journal of Korean Society for Quality Management
• /
• v.50 no.3
• /
• pp.441-457
• /
• 2022

Purpose: The purpose of this study is to analyze the effect of self-leadership on self-efficacy and customer orientation and to verify whether there is a mediating effect of self-efficy on the relationship between self-leadership and customer orientation. Methods: To verify these research problems, the subjects of this study were a total of 300 Korean cabin crew members working for domestic and foreign airlines who received distributed questionnaires and 247 copies wee analysed using the SPSS 20.0 program. Results: First, it can be seen that the self-leadership of airline cabin crew has a significant positive (+) effect on self-efficacy, indicating that self-leadership has a positive effect on the self-efficacy of the members of the organization. Second, it was found that self-efficacy had a positive (+) effect on the customer orientation of airline cabin crew, and it was analyzed that self-efficacy played a partial mediating role in the relationship between self-leadership and customer orientation. Third, it was found that self-leadership had a positive (+) effect on customer orientation, and it was proved that behavior-oriented strategy, constructive accident pattern, and natural compensation strategy, which are three sub-factors of self-leadership of cabin crew, have an influence on customer orientation. Conclusion: based on these findings, the theoretical and practical implications of this study and directions for future research were presented.

• Journal of Digital Convergence
• /
• v.20 no.5
• /
• pp.233-238
• /
• 2022

The purpose of this study is to improve the curriculum to revitalize beauty tourism by analyzing the difference in importance and satisfaction of the beauty tourism curriculum. And online and offline surveys were conducted for workers in the beauty tourism industry, and IPA analysis was conducted using 208 valid samples. As a result of the analysis, it was found that there was a difference in the importance and satisfaction of all educational contents. And than, it was found that there were no educational contents that needed improvement, and the training courses that required continuous maintenance were field practice, major practice, service and manners, customer consultation, customer management, marketing, and interpersonal relationships. Education content with low priority was found to be foreign languages, multicultural understanding, tourism, and beauty management. Based on the results, directions for improving the curriculum for revitalizing beauty tourism were suggested.

• Journal of Convergence for Information Technology
• /
• v.10 no.2
• /
• pp.39-48
• /
• 2020

Many studies have been conducted to analyze factors that affect customer satisfaction, and service quality improvement in the parcel delivery industry. Most of these studies have a limited number of respondents using methods such as surveys and interviews. Therefore, this study aims to supplement the shortcomings of previous studies, by searching and analyzing the common major topics related to the complaints pointed out by consumers and suppliers in the parcel delivery service with cases of consumer counseling, and articles that reflect the complaints of workers in the industry. In addition, by analyzing the trend of these topics, we attempted to discover new topics and suggest implications. In conclusion, topics such as delay/lost/wrong deliveries as well as the fierce competition in the parcel delivery industry, turned out to be central aspects. As a result of the topic trend analysis, talks with international couriers have recently increased, and many conflicts related to apartment parcel delivery have been dealt with. The topics presented in this study are mainly focused on the contents of previous studies, but we expect that new and valuable topics can be derived by adding other data and analysis methods, such as internal counseling and academic literature.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.20 no.4
• /
• pp.177-188
• /
• 2019

Emotional labor is the process of regulating feelings or emotions and expressing them in the way that fulfill job requirement. There have been many studies about characteristics or related variables of service workers' emotional labor, but are few studies comparing emotional labor between service workers and non-service workers. Therefore we are to examine the differences of emotional labor among the different types of workers. And as depression and lowered quality of life are well known negative consequences of emotional labor, we also intend to study the relationship between depression, quality of life, and emotional labor. Data were collected from 125 sales workers, and 186 cyber university full time students. And as to assure the student participants to be non-service workers, we limited the participant job as administrator, soldier or housewife. To compare differences of groups, one-way ANOVA was performed with Fisher's LSD as post hoc comparison. On overload in customer reception, service workers showed significantly higher scores, and on demand of emotional regulation/emotional dissonance/depression, both service workers and housewives showed significantly higher scores. Also analysis of multiple regression was performed, and the result showed that, emotional dissonance increased depression but decreased quality of life, while support/care increased quality of life, but decreased depression. With the result, implications and limitations of this study were discussed.