• Journal of Distribution Science
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• v.7 no.2
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• pp.89-119
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• 2009

The purpose of this research is showing an appropriate way of maximizing customer service and establishing VOC system by analyzing different voices from complaining customers as well as loyal customers. This research is also aimed at figuring out how companies can implement effective service marketing methods in the field complying with customers' needs and how they can survive in the competition. The range of research is confined to 5 marketing companies and their web-sites on which customers can get logged and directly post their claims. These web-sites showed how those 5 companies cope with customer claims. A questionnaire research was made in A's store to evaluate customer satisfaction. These are conclusions drawn by this research. First, prompt reactions of sincerity to customers' claims contribute to building favorable corporate images. Second, the preference to VOC channels varies with age and sex. Marketers should implement respectively different channels for customers under age 30 and those over age 40. Women have a tendency to prefer instant phone conversations and want to have their claims well listened to. Third, a series of shift in customer trend drives companies into establishing their own interactive VOC systems based on customers' preferences. Customer-oriented management has become a key factor for survival in recent intensely competitive market situation, as the web-based e-commerce market has been rapidly growing accompanied with a dramatic advance of network marketing methods. This research suggests some practical methods to establish a customer-oriented VOC system that can be easily adopted in the field.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.12
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• pp.725-733
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• 2018

With urbanization projects involving trunk roads progressing, many simple interchanges, which separate passing traffic into the main traffic and access subtraffic, are being constructed to maximize the traffic capacity. Under the current Road Connection Rule, the access-prohibited section in an interchange is determined based on the access lane and limit distance in the complete interchange road, but separate criteria for the simple interchange are not defined. This may cause confusion in the Road Management Office's determination of the access-prohibited section in the simple interchange, or lead to the application of the criteria for the access-prohibited section in the complete interchange without considering the features of such interchange. This study conducted a comparative analysis of the domestic and overseas systems related to the installation of access section in trunk roads, such as general national roads. This paper presents a survey of the methods for applying the access-prohibited section in the interchange along with the actual cases and proposes improvement measures for a rational calculation of the access prohibited installation section in the simple interchange to minimize the downsides associated with the application of the extremely strict criteria. The proposed road connection rule improvement measures based on the consideration of the purpose of installing the simple interchange and on the consideration the features of the simple interchange are expected to prevent administration confusion by the field road management offices as well as the waste of unnecessary efforts and costs by petitioners so they can boost the service satisfaction for people and the administrative reliability.

• Journal of Cadastre & Land InformatiX
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• v.52 no.1
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• pp.17-36
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• 2022

The purpose of this study is to diagnose problems in the regulation and management of Restricted Development Zone and to prepare a construction plan to convert it to a data-based monitoring system. Unlike other land-use zones, the Restricted Development Zone is a exceptional zone that prohibits all development activities other than the minimum maintenance and must be strictly controlled and managed by the local government. However, the current Restricted Development Zone management is distributed according to the conditions of each local government, and it is not possible to monitor changes in the entire Restricted Development Zone as shown in the survey results. In particular, in this study, by introducing an AI-based monitoring system, MOLIT sends the results of detecting changes across the country at regular time points(monthly and quarterly) to the local governments based on the same regulation standards, and the local governments can be trusted while inputting the regulation results into the system. To propose this methodology, first, a survey and interview were conducted with local government officials and experts. Second, we analyzed cases in which AI analysis was applied to local governments and proposed a plan to improve the efficiency of regulation work according to the introduction of the monitoring system. Third, a plan was prepared to establish a monitoring system based on the advancement of the management information system. This monitoring system can be expanded and applied to land that needs periodic regulation and management in the future, and this study tried to propose a methodology and policy for this.

• Journal of Korean Library and Information Science Society
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• v.53 no.3
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• pp.405-429
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• 2022

This study investigated the differences in emotional labor, job satisfaction, and organizational commitment by job type, and the effect of emotional labor on job satisfaction and organizational commitment for public library employees. Using SPSS 27.0, the survey contents were performed frequency analysis, factor analysis, validity analysis, reliability analysis, correlation analysis, and multiple regression analysis. As a result of the study, it was found that the librarianship experienced more emotional labor than non-librarians, and the frequency of emotional labor increased depending on whether or not the civil service was included, and had a negative effect on overall job satisfaction and job condition satisfaction. However, in the case of psychological response to job satisfaction, library data work was found to be high. In terms of user service, emotional labor that occurs in librarians' work has two sides, which can have both positive and negative effects on the librarian's job satisfaction and organizational commitment. Therefore, practical measures to reduce the frequency and emotional dissonance of emotional labor and increase the diversity of emotional labor should be included in the user response manual and future mental health promotion program development.