• The Research Journal of the Costume Culture
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• v.28 no.4
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• pp.480-491
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• 2020

The purpose of this study was to explore how consumer traits(technology anxiety and need for interaction) explain attitude toward self-service technologies in fashion retail stores. We examined if technology anxiety influences perceived productivity and attitude toward self-service technologies, and if so, how the need for interaction with employees moderates the impact of technology anxiety on perceived productivity and attitude. For the purpose of the study, a web-based survey with Korean consumers was conducted. The final sample size was 214. Structural Equation Modeling Analysis and PROCESS in SPSS were employed to test the proposed hypotheses. The findings indicated that technology anxiety negatively affected perceived productivity and attitude toward self-service technologies in which perceived productivity affected attitude positively. Need for interaction with employees was found to moderate the relationship between technology anxiety and perceived productivity. It also moderated the relationship between technology anxiety and attitude. This study contributes to the self-service technology literature by identifying two antecedents of consumer attitude toward self-service technologies: technology anxiety and the need for interaction. The findings further provide valuable insights to retailers and marketers as to how technology anxiety, perceived productivity, and the need for interaction work in enhancing consumer attitude toward self-service technologies in the context of fashion retail.

• The Journal of the Korea Contents Association
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• v.21 no.8
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• pp.20-31
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• 2021

The spread of non-face-to-face culture due to COVID-19 led to innovation in untact services and the increase of non-face-to-face communication through video conference platforms. However, it is difficult to identify nonverbal expressions in synchronous online communication. Moreover, it is hard to interact with people by making eye contact. Despite the positive effects of eye contact, including such as sharing emotions and helping build intimacy, no research has empirically verified the effectiveness of eye contact in synchronous online communication. Thus, the study verified the effectiveness of eye contact in synchronous online communication. Depending on the context of the communication and whether(or not) there is eye contact, six video treatments were used to measure four dependent variables-Continuance Intention to Use, Performance Expectancy, Interactivity, and Personal Connection. The study shows that the communication with eye contact in all contexts was rated higher than the one without eye contact in all measurement variables. This study will help to provide a better user experience in synchronous online communication by verifying the effectiveness of eye contact in synchronous online communication and proposing the need of technology and the direction of the technological development.

• Journal of the Korean Society for Library and Information Science
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• v.57 no.2
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• pp.241-269
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• 2023

This study developed a scale for measuring publicness and examined the differences in perception of publicness according to library usage experience, personal characteristics of local residents, and types of library services. The survey was conducted on 15 local public libraries in 5 districts of Seoul, targeting library users and local residents. As a result, it was found that the publicness of libraries is composed of three factors: participatory responsiveness, procedural fairness, and situational equality, which demonstrate different aspects formed through the interaction between library users and local residents in the local community. The study derived ways to enhance publicness and presented in detail which aspect of publicness needs to be enhanced according to library usage experience and service period, local residents' occupational environment and experience of local activities, and types of library services. The study suggests that when service experiences that enhance publicness are effectively provided, more local residents can benefit from them, and the value of the library's existence can be demonstrated.

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

• Journal of Internet Computing and Services
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• v.12 no.3
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• pp.1-16
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• 2011

In this paper, we proposed the Failure-Diagnostic Context-awareness Middleware (FDCM) for improving the reliability in the USN application service. The middleware diagnoses the failure occurred in sensors or facilities in the indoor USN application system. The new middleware suggested in this paper consists of DataManagement module, ContextProvider module, Contextlnterpreter module, ServiceProvider module and DataStorage module. By analysing the data obtained by the interaction between modules through the diagnostic algorithm, the FDCM determines the malfunction of sensors and equipment devices. Then we verified the performance of middleware by using simulation. As a result, the FDCM showed the high performance in the large systems that many of the sensors and devices are installed.

• Management & Information Systems Review
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• v.33 no.1
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• pp.65-81
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• 2014

Although the study of IT services has increased in recent years, few study have focused on trust based recovery process. Additionally, users of IT services have different use purpose depending on service type. Therefore, the purposes of this research is to propose trust recovery model of smartphone applications and to examine the moderating effect of service type on the use of smartphone applications. To achieve research purposes, we suggested service failure type using the scenario technique and empirically verified by conducting survey. The results showed that the procedural justice and interpersonal justice have influence on trust and trust had an effect on the all quality factors (system, information, service quality). Also, information quality and service quality had an effect on the customer loyalty. Finally, service type had significant moderating effects on the relationship between perceived justice and quality.

• The Research Journal of the Costume Culture
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• v.15 no.4
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• pp.551-568
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• 2007

The purposes of this study were to identify factors of dissatisfaction and complaining behavior in internet fashion shopping mall, and to investigate constructs of service recovery for solution to this problems. Data were obtained from 201(male: 87, female: 114) internet fashion shopping mall consumer who have experiences of dissatisfaction and complaining behavior after buying products, and were analyzed using by descriptive analysis, factor analysis, Cronbach' $\alpha$, t-test. The results were as follows. First, the most response(80.4% of reponses) was experience to dissatisfaction through internet fashion shopping mall, and the most dissatisfied items were blouse, sweater, T-shirt in upper garment. Also, in men's case, the most satisfied price zone was not exceeding $30,000{\sim}50,000\;won$ and in women's case, it was not exceeding $20,000{\sim}30,000\;won$. Second, 7 factors of dissatisfaction(called quality, payment, delivery, price, interaction, returning/changing/refunding, contract) were identified after purchasing fashion products from internet shopping mall. 3 factors of complaining behavior(called private action, legal action, remedial seeking action) were investigated. Third, constructs of perceived service recovery were extracted from literature review: perceived interaction and justice. Perceived interaction were categorized into two factors: the interaction on the part of the consumer, the interaction in the part of the shopping mall. And perceived justice were categorized into three factors: interactional justice, distributive justice, procedural justice. Usually, university students were likely to take a serious view of service recovery through interaction and justice with internet fashion shopping mall.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.24 no.2
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• pp.231-246
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• 2013

This paper attempts to explore the use of social metadata in academic libraries. A total of 173 academic libraries were examined and analyzed. Various social metadata were reviewed, involved with users' participation and contribution. Error-reports, tagging, recommendations, ratings, reviews, comments, sharing, and community were identified that support selection, sharing and collaboration through social engagement. Suggestions drawn from the findings are offered to utilize social metadata in order to enhance users' contribution and interaction. It is hoped that this exploratory study will provide insight into the use of social metadata in academic libraries.

• Journal of the Korea Computer Graphics Society
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• v.13 no.2
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• pp.1-15
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• 2007

In this paper, we review relevant technologies of MR (Mixed Reality) and show important components of perspective that can overcome technical limitations of the current MR. An MR technology combines real and virtual objects in a real environment, and runs interactive in real time, and is regarded as an emerging technology in a large part of the future of IT (Information Technology). We've grouped the major obstacles limiting the wider use of MR technologies into three themes: technological limitations (i,e., tracking, rendering, authoring, and registration), user interface limitations(i.e. UI metaphor for MR interaction), and social acceptance Issues.

• 한국HCI학회:학술대회논문집
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• 2006.02b
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• pp.733-743
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• 2006

블로그는 현재 광범위하게 대중성을 얻고 있는 온라인 커뮤니케이션의 최근 형태이며, 블로그 사용이 빠른 속도로 주류를 형성해 나가고 있다. 초기 HCI 분야에서의 온라인 커뮤니케이션(CMC)에 대한 연구는 사용자가 시스템의 소프트웨어나 하드웨어의 인터페이스를 어떻게 대하는가 하는 점에 초점이 맞춰졌었지만, 최근에는 온라인 커뮤니티, 블로그처럼 사용자들이 인터넷을 통한 사회화가 어느 때보다 활발하게 이루어지고 있기 때문에, 시스템의 사용성에 대한 고려만으로는 충분하지가 않다. 즉, 시스템이 어떻게 사용자들 간에 사회적 상호 교류를 지원할 수 있고, 이러한 사회적 교류가 원활하게 이루어지기 위해서 시스템이 어떻게 설계되어야 하는 지에 대한 이해가 필요하다. 따라서 본 연구에서는 실제 블로그 이용자들을 대상으로 이들과 상호 연결된 블로거들과의 온라인에서의 관계적 행위를 살펴보고, 또한 이러한 행위가 네트워크 구조적 특성과는 어떠한 상관 관계를 가지는지를 심층 인터뷰와 사회 네트워크 분석법을 이용하여 탐색적으로 알아보고자 한다. 본 연구 결과를 통해서 얻은 사용자들의 온라인 교류 시 보이는 행위적 특성을 바탕으로 온라인 개인 미디어 서비스 설계에 대한 가이드라인을 제안해 보고자 한다.