• Journal of Service Research and Studies
• /
• v.9 no.3
• /
• pp.39-60
• /
• 2019

The purpose of this study is to analyze the determinants of insurance product cross selling performance. For the study, 11 insurance managers and 2 sales managers belonging to A insurance agency were selected and in-depth interviews were conducted. The analysis of the research data was done by the open coding method suggested by Strauss & Corbin(2001). As a result, 84 concepts, 28 subcategories and 10 categories were derived. The ten categories that were determinants of insurance product cross-selling performance were personal characteristics, consultation method, cross-selling ratio, sales culture, education, customer change, customer DB provision, satisfaction, business support system, and customer service. In order to verify the qualitative results, quantitative analysis was emplyed to the actual performance data of insurance planners belonging to A insurance agency during April 2016~March 2019. As a result of the analysis, the age, position, and the number of months worked in the insurance company had a statistically significant effect on the number of life insurance contracts in total insurance contracts and life insurance contracts in total insurance contracts. In addition, the age, position, and the number of months worked in the insurance company had a statistically significant negative impact on the number of non-life insurance contracts in the total number of insurance contracts and the total amount of insurance contracts in total insurance contracts. The result of this study can be an important basic data for the development of educational programs and job support systems for the training of insurance planners. Insurance companies should refer to ten categories derived from qualitative research in order to increase the performance of insurance planners and to promote long-term service. Especially, it is necessary to develop specialized education programs and job support systems so that cross sales that increase the proportion of life insurance sales increase.

• Journal of Intelligence and Information Systems
• /
• v.25 no.3
• /
• pp.221-238
• /
• 2019

Recently, companies and public institutions have been actively introducing chatbot services in the field of customer counseling and response. The introduction of the chatbot service not only brings labor cost savings to companies and organizations, but also enables rapid communication with customers. Advances in data analytics and artificial intelligence are driving the growth of these chatbot services. The current chatbot can understand users' questions and offer the most appropriate answers to questions through machine learning and deep learning. The advancement of chatbot core technologies such as NLP, NLU, and NLG has made it possible to understand words, understand paragraphs, understand meanings, and understand emotions. For this reason, the value of chatbots continues to rise. However, technology-oriented chatbots can be inconsistent with what users want inherently, so chatbots need to be addressed in the area of the user experience, not just in the area of technology. The Fourth Industrial Revolution represents the importance of the User Experience as well as the advancement of artificial intelligence, big data, cloud, and IoT technologies. The development of IT technology and the importance of user experience have provided people with a variety of environments and changed lifestyles. This means that experiences in interactions with people, services(products) and the environment become very important. Therefore, it is time to develop a user needs-based services(products) that can provide new experiences and values to people. This study proposes a chatbot development process based on user needs by applying the design thinking approach, a representative methodology in the field of user experience, to chatbot development. The process proposed in this study consists of four steps. The first step is 'setting up knowledge domain' to set up the chatbot's expertise. Accumulating the information corresponding to the configured domain and deriving the insight is the second step, 'Knowledge accumulation and Insight identification'. The third step is 'Opportunity Development and Prototyping'. It is going to start full-scale development at this stage. Finally, the 'User Feedback' step is to receive feedback from users on the developed prototype. This creates a "user needs-based service (product)" that meets the process's objectives. Beginning with the fact gathering through user observation, Perform the process of abstraction to derive insights and explore opportunities. Next, it is expected to develop a chatbot that meets the user's needs through the process of materializing to structure the desired information and providing the function that fits the user's mental model. In this study, we present the actual construction examples for the domestic cosmetics market to confirm the effectiveness of the proposed process. The reason why it chose the domestic cosmetics market as its case is because it shows strong characteristics of users' experiences, so it can quickly understand responses from users. This study has a theoretical implication in that it proposed a new chatbot development process by incorporating the design thinking methodology into the chatbot development process. This research is different from the existing chatbot development research in that it focuses on user experience, not technology. It also has practical implications in that companies or institutions propose realistic methods that can be applied immediately. In particular, the process proposed in this study can be accessed and utilized by anyone, since 'user needs-based chatbots' can be developed even if they are not experts. This study suggests that further studies are needed because only one field of study was conducted. In addition to the cosmetics market, additional research should be conducted in various fields in which the user experience appears, such as the smart phone and the automotive market. Through this, it will be able to be reborn as a general process necessary for 'development of chatbots centered on user experience, not technology centered'.

• Journal of the Korean Association of Geographic Information Studies
• /
• v.14 no.1
• /
• pp.59-72
• /
• 2011

The research of psychological supporting systems as safety and welfare for disaster victims damaged psychologically as well as physically by a sudden disaster to return to effectively their social life has been carried. The domestic National Emergency Management Agency(NEMA) is operating the Disaster Victim Psychology Support Center that helps with curing damaged psychology and studies the transmission system of psychology management services, the classification of victims for disaster psychology support, and emergency consultation method to systemically support disaster psychology management. However, current psychology supporting centers provide the simple information for supporting centers such as medical and social welfare organizations. The development research of IT-based management systems to obtain needed information to construct the proposed systems curing psychological damage is still primitive step. Therefore, this paper shall propose a GIS-based integrated management system for victims and managers to effectively share related information one another and to return to victims' social life as soon as possible. Also, we implement a simple prototype system based on the Web. The proposed system supports the spatial search and statistical analysis based on map as well as keyword search, because having the location information on disaster victims, damage occurrence places, welfare and medical institutions, and psychological supporting centers. In addition, this system has the advantage reducing the frequency of disaster damage by providing aids in making efficient policy systems for the managers.

• Journal of dental hygiene science
• /
• v.3 no.2
• /
• pp.77-82
• /
• 2003

The purpose of this study was to examine the characteristics of dental homepages in korea to discuss how they could be improved better. The findings of this study could be described as below : First, dental homepage should include differentiated, specialized content and features. Second, the use of three-dimensional image or multimedia would contribute to increasing people's understanding of dental treatment or general dental information and elevating the effectiveness of dental publicity activities. Third, the want ad and order system used by the business sector or hospital would serve to multiply the management efficiency of dental institutions. Fourth, dental hospitals and clinics that belong to the same network or franchise need to make publicity banner for feasible mutual link, and the use of the same homepage design or common logo would be effective for better image and publicity activities. Fifth, it would be convenient to add the map search function or inquiry system. Seventh, if multiple types of services, such as entertainment or game, are prepared, it would be possible for dental institutions to project a better image and to induce visitors to hit the sites again.

• 한국HCI학회:학술대회논문집
• /
• 2009.02a
• /
• pp.1309-1315
• /
• 2009

Rapid growth in computer and digital-based technology has brought about changes in various human services including psychotherapy. This paper will look into one of these changes, focusing on a rising area of mental health therapy : Art therapy. Although development of art therapy is not so fast compared to other branches of psychotherapy, some art therapists are studying how to adopt and use it properly. Both art therapists and mental health experts have concluded that technology is a powerful tool despite its limitations and reservations. While some of them think that patients have benefited from the implementation of technology, others have felt concerns about the replacement of basic professional practices. The use of digital technology in the area of art therapy, however, continues to increase, encouraging patients to benefit from it in various therapeutic processes. This thesis therefore focuses on the analysis of literature related to digital art therapy published up to now. The following field study on Korean art therapists aims to examine the current practice of digital art therapy and discuss its feasibility and future. These two methods will contribute to enhancing the understanding of art therapy not only in theory but in practice and also suggest how digital art therapy may overcome limitations of conventional art therapy by exploiting its advantages. Furthermore, this study will present some clues on a possible new position of digital art therapy in the future. I hope that this analytical examination on digital art therapy will stimulate further discussion on this issue and particularly encourage more interdisciplinary work between art therapy and digital technology.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.19 no.3
• /
• pp.439-455
• /
• 2018

This study was designed to analyze the behavior characteristics of people, who have the same or similar Investigative (I) and Enterprising (E) Holland code scores, toward their career commitment. The calculus of the two codes is .16, which means that they are inconsistent and full of oppositions. Especially, the focus of the analysis is whether there are any differences in career commitment between people who have similarly high or low scores of their I and E codes and, if there are differences, what are their characteristics The analysis shows that the participants with high scores of their I and E codes have strong career commitment. They are highly goal oriented and motivated and with a long future time perspective they seek for progress in their careers. Due to their high career expectations and career resilience, they are willing to invest in their careers and put up with a certain level of sacrifice. They place the emphasis on their independence and are not very influenced by the surrounding environment. While the participants with low scores of their I and E codes also perceive the importance of their career commitment, they are very much affected by people and external stimuli. As a result, their efforts in terms of their career commitment are easily disturbed and lowered. The critical factor causing the difference between these two types of people is related to the score of their Social(S) code. This research has the potential to provide improvement points for career counselling.

• The Journal of the Korea Contents Association
• /
• v.12 no.4
• /
• pp.438-447
• /
• 2012

The objectives of this research are: to provide fundamental data for tourism policy and investigate medical tourism attributes by IPA(Importance-Performance Analysis) to attract Japanese medical tourists to Korea. Utilizing Japanese medical tourists as subjects of inquiry, this study evaluated the importance of medical tourism selection attributes and the rate at which these attributes were performed. Consequently, this study deduced 'convenience, service quality, differentiation, approximation' factors by factor analysis as well as the ranking among each selection attributes using T-test. The importance-performance analysis showed 'Concentrate Here' in quadrant I, 'Keep up the Good Work' in quadrant II, 'Low Priority' in quadrant III and 'Possible Overkill' in quadrant IV. The results show that "Concentrate Here" part in quadrant I is reservation procedure rapidity and information system simplicity. This means that these attributes are very important but they indicate low performance. Thus, concentration among tourism managers should be focused along these attributes. The study, then, suggests that employee who speaks Japanese fluently should be arranged during reservation procedure. Furthermore, Japanese class should become mandatory during basic employee training to improve reservation procedure rapidity. Moreover, clinic websites should concentrate on accessibility of Japanese users in such a way that they can consult their needs on line. Finally, managers should find diverse ways to bring about good service rapidly and conveniently.

• The Journal of the Korea Contents Association
• /
• v.16 no.2
• /
• pp.320-331
• /
• 2016

This study was conducted to find a practical implication regarding efficient and smooth service utilization including care burden reduction of family caregivers by empirically analyzing the factors influencing the dementia patient home care intention of family caregivers, based on Anderson's behavior model. For this study, the subjects and characteristics suitable for the study purpose were selected using the source data of "A Survey on the Dementia Recognition and Needs" targeting 26 cities and countries in Gyeonggi-do and then secondary analysis was conducted. This study targeted 539 dementia families, and based on Anderson's behavior model, variables related to predisposing factors, enabling factors and need factors were inserted, and hierarchical regression analysis was applied. The analysis result showed that at a significance level of 5%, the home care intention was high when family caregivers were not living in cities, they were spouses or children and their economic level was high as predisposing factors, and the dementia-related attitude was positive as a enabling factor, and the degree of dementia was mild and care burden was low as need factors. Moreover, need factors were relatively important variables among the three factors mentioned above. These findings demonstrate that for improving the home care intention, there is a need to construct a support strategy, which considers the degree of dementia and economic characteristics and develop diverse counseling and education programs for a positive attitude towards dementia and a differentiated strategy depending on regional and family characteristics.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.18 no.7
• /
• pp.490-499
• /
• 2017

In recent years, the introduction of complex systems analysis based on various variables has become more active in order to identify and analyze complex problems of Modern Society. Prediction of patients' spatial perception and usability according to the spatial arrangement of the outpatient department is a very important factor for providing high quality hospital service. For objective analysis, the standard program procedure and analysis index for the diseases of the elderly were prepared and the uniformity of the atmospheric space was evaluated through heat map analysis and quantitative analysis. In this study, 73 cells were installed and simulated to analyze the uniformity of the four alternatives according to the change of the arrangement of the medical care space, receiving space, and consultation space using the complex system analysis method for the nursing hospitals. The resulting density was derived. The results are as follows. 1)The layout of the reception space has the greatest influence on the total spatial density of the waiting space. 2) The uniformity of the waiting space can be increased by separating the examination space and the examination space. 3)The closer the location of the receiving space is from the entrance, the greater the density of the waiting space. Finally, this study applied discrete event simulation to the evaluation of uniformity of atmosphere space, and proved that the actor - based model can be utilized for utilization and evaluation as spatial analysis methodology.

• Korean Journal of Social Welfare
• /
• v.62 no.3
• /
• pp.163-191
• /
• 2010

The purpose of this study is to explore the factors affecting the welfare needs of the rural marriage migrant females. A survey was conducted on 300 rural marriage migration females using probability sampling and for the analysis stepwise regression was used. The major findings of this study can be summarized as follows. The welfare needs of counselling on husband' behavior problem were higher in cases of worse mental health, better physical health, younger age and lower participation in the meetings with her fellow countrymen. The welfare needs on the children raising and education were relatively higher among the migrant females from Vietnam and younger age. The needs on the job skills training were lower in cases of the migrant females from Philippines, China(the Chinese) and were higher in cases of lower level of family understanding. The welfare needs on the job placement were higher among older and lower community affinity, and were lower in cases of the migrant females from Philippines. The results suggest that the welfare services should be differently provided to the migrant females in reflection of the age, education level, nationality and community resources. Further, the mental health screening test and treatment services for migrant females are needed since the welfare needs increase when the migration females have worse mental health condition.