• Annual Conference of KIPS
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• 2007.11a
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• pp.395-398
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• 2007

오늘날 기업에서의 IT 는 급격한 비즈니스 환경의 변화와 다양한 비즈니스 모델의 출현으로 인해 점점 더 복잡해지고 있고, 비즈니스의 IT 의존도 또한 지속적으로 증가하고 있다. 이러한 상황에서 기업의 정보시스템을 운영하는 IT 운영조직은 사용자에게 IT 서비스의 품질향상과 비즈니스의 연속성을 보장할 수 있는 지원체계를 필요로 하고 있다. 1990년대 후반에 들어서 ITIL 을 기반으로 한 ITSM 개념이 국내에 도입 되면서 기존의 콜센터와 헬프데스크를 통한 IT 서비스지원 방식을 서비스데스크로 통합하게 되었고, 서비스데스크 자동화 시스템의 도입을 통해 기업의 모든 비즈니스 조직의 IT 와 관련된 요구사항을 관리하고 있다. 하지만 이러한 서비스데스크 자동화 시스템은 IT 서비스 제공자 관점에서 구축되었고 운영방향 또한 어플리케이션, 서버, 네트워크 등 기술적인 구성요소의 성능 향상에만 초점을 두었기 때문에 현업 사용자들이 만족 할 수 있는 실질적인 수준의 서비스 개선은 이루어지지 못하고 있다. 이에 본 연구에서는 고객관점에서의 요구사항 분석을 통해, 운영조직의 IT 서비스 요청에 대한 처리활동을 단순처리와 일반처리로 분류하고 이를 자동화 시스템에 반영 하였고, 실제 A 사(社)의 IT 운영조직에 적용하여, 비효율적인 저부가가치 활동과 고부가 가치의 활동이 시스템을 통해 분류가 가능함을 보였다. 아울러 IT 운영조직의 활동을 정량적으로 관리 할 수 있도록 관리지표를 발굴하고 자동화 시스템의 서비스요청관리 프로세스에 적용하여 IT 서비스를 제공받는 회사의 관리조직과 경영층이 IT 운영조직의 활동을 정량적으로 관리하고 측정할 수 있는 IT 서비스데스크 자동화 시스템의 개선모델을 제시 하였다.

• Management & Information Systems Review
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• v.34 no.5
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• pp.149-169
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• 2015

This research is based on internal marketing to explain the effect of retirement education as the strategy for increasing internal customer satisfaction. The analysis was held with employees who work in Ulsan area by using SPSS18K and Smart PLS 2.0. The study verified the structural equation model hypothesizing the relationship among related factors including retirement education factors, job satisfaction, anxiety, motivation and customer orientation. According to the result of this study, retirement education factors have positive effect on the both job satisfaction and anxiety. However, the effect of leisure education is not significant for both job satisfaction and anxiety. Additional IPA was conducted to explain managerial implication of this research. The research has several marketing implication on internal marketing and internal customer satisfaction. For firms, employees' perception of retirement education can generate the tangible and intangible performance in the internal marketing perspectives.

• The Transactions of the Korea Information Processing Society
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• v.6 no.6
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• pp.1590-1597
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• 1999

Advertisements on the Web, rising as a major profit source of Web services, have a distinctive characteristic of detailed classification of potential customers, compared with those of other conventional media such as TV and newspaper. It is therefore possible to advertise selectively according to personal characteristics and to record precise advertisement effects. Web-based advertisement management systems of nowadays have the capability to select ones compatible with personal environment characteristics and registered information, and to provide processed information and knowledge about advertisement effects based on usage recordings. However, they have severe problems in modeling diverse requirements or characteristics of users : customers, advertisers and ISP, and in matching and coordinating of them. In order to solve these problems, we propose a frame work for coordinating the needs of users, advertisers, and ISPs, which is built on top of tree-style classification of advertisements. Other schemes are supported around the framework as follows : (1) characteristics management of pages within themselves, (2) rule-based modeling of advertisement target, and (3) user modeling and case-based analysis. We propose a prototype system within the framework.

• Journal of Convergence for Information Technology
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• v.9 no.12
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• pp.271-278
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• 2019

Working in the beauty industry accompanies high emotional stress because of the need to provide face-to-face customer service. Therefore, beauty industry employees should be recognized as internal customers and job satisfaction should be enhanced through appropriate internal marketing (education and training, compensation system, delegation, management support). With this preceded, it could lead to employees providing various satisfactory services to external customers, ultimately resulting in maximized sales and lower turnover rate. Four hypotheses were established to support this proposition, and 320 copies of questionnaires were collected from Nov. 1 to Dec. 30, 2018 targeting the beauty industry franchise workers which were analyzed through frequency analysis, reliability analysis, confirmatory factor analysis, correlation analysis, route Analysis and the like, using programs AMOS 21.0 and SPSS 22.0. As a result, education and training did not affect employees' job satisfaction, but the compensation system, delegation, and management support had a positive(+) effect.

• Journal of Korea Port Economic Association
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• v.31 no.4
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• pp.91-106
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• 2015

This study aims to analyze the effects of service quality offered by automotive Ro-Ro terminal operators on customer satisfaction and loyalty. The results of the research can be used to understand how to enhance the service level in order to manage competitiveness of the terminal operators, finally resulting in global competitiveness of the automobile industry of Korea in both exports and imports. We carried out a survey on two groups: shippers (customers) and providers (related terminal operators and stakeholders). To identify and classify the factors into groups, we conducted Exploratory Factors Analysis (EFA) and Confirmatory Factor Analysis (CFA), which showed construct validity and convergent validity. We also calculated Cronbach's alpha for reliability. Five factor groups were identified: tangibles, reliability, responsiveness, assurance, and empathy. We found that empathy is the most influential factor group among the five groups, and that the other groups too exhibited similar effects. Based on the results of the survey and analyses, we can conclude that empathy is most important in automotive Ro-Ro terminals. In particular, specialties, training, experiences, and loyalty of employees are crucial factors because automotive Ro-Ro terminals significantly rely on work forces, differently from other bulk terminals and container terminals. Flexible working hours and fringe benefits for work forces can increase empathy, finally resulting in productivity and efficiency. Next, well-designed work schedules are followed, based on visibility through logistics and SCM activities in automobile export and import processes with information and communication networks.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.15 no.3
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• pp.103-119
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• 2020

This study aimed to derive theoretical and practical implications by analyzing the relationship between adversity quotient, entrepreneurial orientation, and customer orientation, which are the internal competency of start-up entrepreneurs affecting the performance of a small business CEO. As in previous domestic studies, we deviated from analyzing internal competency as a single-dimensional functional relationship to business performance, and attempted to explain the relationship between the internal competences of start-up entrepreneurs. Empirical analysis was conducted by setting the adversity quotient as an independent variable, the entrepreneurial orientation as a parameter, and the customer orientation as a dependent variable. As a result of the analysis, first, it was found that control and ownership, which are sub-elements of adversity quotient, have a positive effect on entrepreneurial orientation and customer orientation. Second, entrepreneurial orientation was found to have a positive effect on customer orientation. Third, it was found that only the ownership of the adversity quotient had a positive effect on customer orientation through the mediating effect of entrepreneurial orientation. In other words, it was found that the entrepreneur's ownership influences customer orientation through entrepreneurial orientation. On the other hand, endurance, sub-element of adversity quotient, was found to have no significant effect on entrepreneurial orientation and customer orientation. This means that in the rapidly changing New Normal era, endurance of entrepreneur can no longer have a large impact on entrepreneurial orientation and customer orientation. This study gives implications for the entrepreneur's competencies that must be developed first and the tendency to be developed together. Furthermore, it can be helpful in policy designing start-up support programs and guidelines for investors' investment standards.

• Journal of Distribution Science
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• v.10 no.4
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• pp.37-45
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• 2012

The popularity of courier services in Korea has made it an essential part of the country's domestic logistics industry, bolstering the growth not only of the national economy, but also the quality of people's daily lives. An effective strategy for courier companies in Korea would be to provide high-quality services to their existing target markets with the goal of maximizing customer loyalty. This study investigates structural relationships between customer loyalty and service quality as a set of factors and between customer trust and customer satisfaction. These antecedent relationships will be used to understand the "performance formation model" through service quality. In this study, service quality, as a set of factors, is considered to be the independent variable, while customer satisfaction and customer trust are both treated as intervening variables. Finally, customer loyalty is the dependent variable. Following a review of the literature, this paper's proffered hypothesis will be investigated in terms of whether the independent and intervening variables significantly affect customer loyalty. A statistical analysis of the empirical research was carried out using both SPSS 18.0 and AMOS 18.0 The results of this study's empirical analysis show three conclusions. First, among the intervening variables (customer satisfaction and customer trust), customer satisfaction is significantly correlated with customer loyalty. Customer trust, however, was shown to have little or no relationship to customer loyalty. Second, the quality of service variable seems to influence customer satisfaction, customer trust, and customer loyalty. Third, with respect to the relationship of intervening variables, customer trust affects customer satisfaction. Thus, the companies that have a competitive advantage in Korea have successfully maximized customer loyalty for their existing customers. Courier companies will need to research and study customer needs. Therefore, this research suggests that effective courier service management can be better understood through the application of the service quality performance formation model, which can enhance the quality of service provided by domestic courier services. This research is limited to investigating qualitative variables, such as the service quality factors, customer satisfaction, and customer trust. It would be helpful for future research on courier services to consider quantitative variables, such as price and weight.

• Management & Information Systems Review
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• v.30 no.2
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• pp.57-79
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• 2011

One of the fastest growing sector in tourism industry is MICE industry due to globalization among the countries in various parts including business, politics, and cultural exchange. The objectives of this research can be in two fold: firstly, to evaluate the convention service quality and categorize them into three groups, basic service, performance service and exciting service; secondly, to provide the exciting service as a recovery program to restore customer satisfaction and their intention to reuse when the basic or performance service failure occurs. The results are as follows: among the four dimensions of the service quality, only the availability of information and the employee's performance were effected by the exciting service quality. Secondly, employees's performance can only be effected by the exciting service when customer service factor is included prior to the events. Thirdly, the following dimensions of services were not selected to be effective by the exciting services: conditions of physical facility, related infra-structure, the process of customer service and the program. Fourthly, only the additional services and events were selected to be the effective exciting services for the recovery program.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2004.05a
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• pp.360-364
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• 2004

기술 로드맵(technology roadmap)은 기업의 사업전략을 기술계획에 반영하고 기술을 제품, 시장과 연결하는 기술기획 방법론이다. 기존의 연구들은 기술 로드맵의 전략적 효과에 대한 정성적 분석이나 기본적인 이해를 돕기 위한 연구에 치우쳐 있어, 구체적인 작성과정이나 작성과정에 포함되는 의사결정을 지원하는 방법론 개발에 대한 연구는 부족했다. 이에 본 연구는 QFD(Quality Function Deployment)와 웹 기반 시스템의 설계를 통해 기술 로드맵 작성과정을 지원하는 방법론을 제안하고자 한다. 구체적으로는 우선 QFD를 활용하여 고객동인(market driver)과 제품 동인(product driver), 제품 동인과 기술 동인(technology driver)의 연결고리를 발견하고 다음으로 전략적 의사결정을 위한 대안을 평가하는 과정으로 구성된다. 마지막으로 제안한 방법론을 구현하는 웹 기반의 시스템을 소개한다. 웹 기반 시스템과 QFD의 도입으로, 의사결정을 지원하는 체계적인 틀을 제공하고 기술로드맵 작성과정을 보다 효율적으로 수행할 수 있도록 하는 효과를 기대할 수 있다.

• Proceedings of the Korean Society of Computer Information Conference
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• 2010.07a
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• pp.399-402
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• 2010

본 연구의 목적은 RFID의 도입 성과에 영향을 미치는 요인과 조직의 혁신성의 조절효과를 분석하는 연구모형과 가설을 제시하는데 있다. 연구의 목적을 달성하기 위해 RFID에 관한 이론적 배경을 바탕으로 RFID 성과에 영향을 미치는 요인을 기술적 특성에는 표준화, 지각된 보안, 지각된 비용, 조직적 특성에는 최고경영층의 지원, 재정적 지원, 기술적 지원, 환경적 특성에는 모방적 압력, 강제적 압력, 규범적 압력으로 설정하였고, RFID는 BSC 성과를 이용하여 재무성과, 프로세스성과, 학습/성장성과, 고객성과로 설정하였다. 그리고 조직의 혁신성을 이용하여 혁신적인 조직은 RFID 도입요인과 도입 성과에 어떠한 영향을 주는지에 대한 연구모형을 설정하였다. 향후 연구에서는 이러한 연구모형과 가설에 대한 실증분석이 요구된다.