• 한국IT서비스학회:학술대회논문집
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• 2005.11a
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• pp.59-67
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• 2005

IT 아웃소싱에서 서비스수준협약(Service Level Agreement)은 필수적으로 인식되고 있으며, 그에 따른 합리적인 서비스수준관리(Service Level Management)방법이 요구되고 있다. 합리적인 서비스 수준관리(SLM)은 데이터를 기반으로 통계적 기법을 이용하여 정보기술 아웃소싱 서비스 수준을 관리하는 것이다. 그러나 서비스수준협약(SLA)이 IT 아웃소싱 분야에서 널리 확산된 반면에 그 관리방법은 기초적인 수준이다. 본 연구는 합리적인 서비스수준관리 (SLM)를 위해 통계적 기법을 이용한 서비스 목표수준을 설정하고, 체계적이고 종합적인 서비스 수준평가방안을 제시한다.

• Information Systems Review
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• v.8 no.2
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• pp.211-234
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• 2006

The purpose of IT Service Level Management(SLM) has recently shifted from being a simple financial contract(SLA contract itself) towards a system(SLA management system) for the management of the customer's expectations and the provider's service. The aim of this paper is to introduce and present the systematic SLM using statistical method. We discuss the service level according to two points of view: statistical method and service level management. First, we go into more detail on the objective service level using statistical method. Second, we give an overview of total service level assessment method. The proposed framework enables to measure total service level as IT outsourcing performance quantitatively from the aspect of business strategy.

• Korean Journal of Social Welfare
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• v.56 no.3
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• pp.183-205
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• 2004

This Study explored three issues in regard to the determinants of community service utilization among family caregivers of the dependent older persons. First, the differences between users and nonusers of community services were compared regarding to predisposing, enabling, need characteristics of the primary caregiver as well as the elder care recipient. Second, the variables which determined the contact of community services were examined. Third, the influence of the variables on duration of the community services among users was also examined. The data collected from 164 family caregivers were used for analyses. Findings suggest that community service users had higher education and higher emotional support, lower family income than nonusers. The level of cognitive impairment of the elder was also higher for users than nonusers. The entry into community services is more likely for elders cared for by caregivers who have higher educational attainment, lower family income and lower level of instrumental support. Once interaction terms for relationship between need factors and social support are entered, caregivers with poorer level of his/her perceived physical health and lower level of instrumental support are more likely to report use of community services. Among those reporting contact with services, more extensive use occurs for caregivers with lower emotional support and lower depression. The entry of interaction terms for relationship between need and support reveals that the combination of lower support(instrumental and emotional) and elder's greater physical impairment are associated with longer period of community service use. However, the effect of caregivers' depression followed the different pattern. For caregivers with greater depression, more supports are related with more service utilization. According to the results, implications for research and practice are discussed.

• 한국경영정보학회:학술대회논문집
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• 2008.06a
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• pp.635-646
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• 2008

시장 경제의 패러다임이 전통적인 제품 지배논리에서 서비스 지배 논리로 전환됨에 따라 서비스에 대한 체계적이고 과학적인 접근법의 필요성이 제기되고 있다. 이러한 필요성에 의해 최근 주목을 받고 있는 분야가 바로 서비스 사이언스이다. 서비스 사이언스는 서비스를 포괄적인 관점에서 바라보고, 분석하고 체계적으로 연구하고자 하는 새로운 학문분야라 할 수 있다. 본 연구는 최근에 제시된 서비스 사이언스 분석 방법론을 이용하여 현재의 서비스와 기술수준, 및 서비스 혁신간의 관계를 규명해 보고자 한다. 왜냐하면 기존의 연구들은 현재의 서비스 및 기술 수준과 서비스 혁신 노력의 관계에 대해서는 지금까지 별 관심을 보이지 않아왔다. 하지만 경로 의존성 (path dependency) 및 혁신자의 딜레마 (innovator's dilemma)를 고려할 때, 현재의 서비스 및 기술 수준과 혁신의 관계는 서비스 혁신의 연구에서 상당히 중요한 의미를 가진다고 볼 수 있다. 따라서 본 연구는 서비스 사이언스 분석방법론을 기반으로 서비스 수준의 차이에 따라 서비스 혁신 활동수준에서도 차이가 있는지, 서비스 혁신 활동 수준에 따라 서비스 활동 수준에서 차이가 발생하는지를 실증 분석해 보고자 하며, 또한 기술 수준이 서비스 활동 수준 및 서비스 혁신활동 수준과 어떠한 관련이 있는지 실증적으로 규명해 보고자 한다. 연구 결과 서비스 활동 수준에 따라 서비스 혁신 활동 수준에서 차이가 있는 것이 확인되었으며, 반대로 서비스 혁신 활동 수준에 따른 서비스 활동 수준의 차이도 존재하는 것으로 나타났다. 기술수준의 차이와 서비스 활동 수준 및 서비스 혁신 활동 수준간의 차이는 존재하지 않은 것으로 나타났다.

• Korean Journal of Social Welfare Studies
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• v.40 no.3
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• pp.213-242
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• 2009

This study examined the factors affecting social welfare service utilization of general group and low-income group. The following influencing variables were selected based on the model developed by Anderson and Newman(1973): predisposing factors, enabling factors, need factors. The result shows that in both group the possibility of service utilization is high in case of having a spouse, more family members, feeling one's health ill, no chronic disease. And service use level is high in case of having no spouse, lower income in general group, higher income in low-income group, more family members, feeling one's health ill, having a chronic disease. In addition, the higher service use level is associated in low-income group with men rather than women, younger age, low education, the unemployed rather than the employed, urban residents, low life satisfaction. These findings provide implications and suggestions that each income group has various characteristics and needs, so it is necessary to provide comprehensive and appropriate services through the investigation for potential service recipients' needs.

• Journal of Korean Society of Transportation
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• v.14 no.4
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• pp.155-178
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• 1996

신호교차로 서비스수준은, 객관적으로 측정 할 수 있는 여러 가지 기준에 의해 결정될 수 있다. 예를 들면, 지체시간(Delay), 교통사고수(Number of Accident), 교통사고율(Accident Rate), 충돌수(Traffic Conflict), 그리고 교통사고에 노출된 차량수(Exposure)등이다. 지금까지는 1985 Highway Capacity Manual(HCM)에서 소개된 지체시간에 의한 서비스수준 결정방법이 널리 사용되어 왔다. 본 논문에서는 1985 HCM 방법의 중용성과 유용성에 대해 논하지 않고, 교통안전(Safety)에 의한 신호교차로 서비스수준 결정방법을 제시하였다. 교차로의 위험도(Degree of Intersection Hazard)를 예측하기 위해, 교통사고빈도 수가 가장 높은 두가지 교통사고 유형, 즉 좌회전추돌(Left-Tum)과 후미추돌(Rear-End) 예측 모형이 개발되었다. 여기서 첫째, 좌회전추돌 위험도를 예측하기 위하여 음지수 분포(Negative-Exponential Distribution)를 이용한 확률적 모형이 개발되었다. 둘째, 후미추돌 위험도를 예측하기 위하여 연속류 모형(Continuum Model)을 이용한 거시적 모형이 개발되었다. 개발된 두가지 모형을 이용하여 신호교차로 안전도를 예측하였으며 교차로 서비스수준이 안전도에 의해 결정되었다. 본 논문에서 제시된 교통안전에 의한 신호교차로 서비스수준 결정방법은 연동교차로를 제외한 독립교차로에만 적용이 된다.

• International Journal of Highway Engineering
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• v.10 no.4
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• pp.65-77
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• 2008

LOS(Level of Service) concept are popularly used in many countries as the MOEs to evaluate the road construction and operation plans. However, MOEs such as travel time and delay only measure quantitative factors describing traffic flow, although qualitative factors such as scenic, comfort and reliable factors are very important for roadway drivers to define the LOS. Therefore, this paper are focusing on verifying the difference between perceived LOS and LOS in KHCM, and proving qualitative factors affecting Drivers' Perceived LOS in Urban Arterial. As a result, following outputs are obtained; (1) verifying the difference between perceived LOS(PLOS) and LOS in KHCM (2) proving that qualitative factors such as scenic and driver behavior factors affects PLOS (3) suggesting that qualitative factors should be considered in MOEs of LOS

• 한국노년학
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• v.31 no.4
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• pp.1247-1263
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• 2011

The rapidly aging society entails the increases of medical service utilizations among the elderly. Medical services utilized by the elderly influence their life satisfaction. However, little is known about the effects of medical service utilizations on life satisfaction. Much less is known about whether the effects of medical service utilizations on life satisfaction tend to vary by the presence of chronic health conditions. Including 3,944 individuals aged 65 and over who participated in the 3rd wave of Korean Welfare Panel Study, the current study aims to examine (1) the relationships between medical service utilizations and life satisfaction and (2) whether the effects of medical service utilizations on life satisfaction vary by the presence of chronic health conditions. Data were processed through structural equation modeling(SEM) and multi-group SEM. Results indicate that (1) levels of both outpatient and inpatient service utilizations are related to life satisfaction, whereas levels of health monitoring service utilizations are not and (2) the effects of medical service utilizations varied by the chronic health condition status of the elderly. These results indicate that, in order to enhance levels of life satisfaction, medical services should be strategically utilized by the elderly depending on their chronic health condition status. Based on the findings, we discussed implications for practice and policy, suggesting future research directions based on the limitations of the current study.

• Journal of Digital Convergence
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• v.11 no.6
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• pp.73-90
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• 2013

Our basic objective in this paper is to identify a relationship among services, technology level, and service innovation activities using service science approach. The empirical tests are two-fold: first, to find out a difference in the level of service innovations, depending on the service levels and vice versa; second, to investigate the relationship between technology level and service activities and between technology level and service innovation activities. The results of the study are as followed: (1) Service innovation activities are different depending on service activities. (2) Service activities are different depending on service innovation activities. (3) Differences between technology level and service activities and between technology level and service innovation activities do not exist. These findings have implications for both research and practice.

• 한국노년학
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• v.31 no.3
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• pp.691-709
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• 2011

The purpose of this study is to measure the utilization of a day care service and service quality by SERVQUAL model, also to discuss policy implications based on this. The data analysis is conducted with 208 users of a day care service in Deajeon metropolitan city, Chungnam and Chungbuk area. The analysis result is as follows. First, it shows positive definiteness on tangibles, reliability, responsiveness, assurance, empathy in all categories because perceived level is higher than expectations. Perceived level after using the service is more highly rated than expectations before using it by most of seniors who use the service. Second, service quality is examined in accordance with demographic characteristics, but the difference is not statistically significant. Third, examining service quality in terms of characteristics of centers, it shows statistically significant difference in perceived level depending on management type of location, a number of provided programs per week, and the size of a facility and in expectations depending on established institution. Forth, as a result of examining service quality in accordance with characteristics of service users, there is no meaningful difference statistically.