• The Journal of the Korea Contents Association
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• v.8 no.11
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• pp.225-234
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• 2008

The purpose of this study was to examine how Customer Value perceived by customers affected Customer Loyalty through Customer Satisfaction in Primary Care and to reveal the structural relationship of selected variables related to CRM. The major findings of the study were as follows: First, Convenience Value, Response Value and Reliability Value exerted an influence on Customer Satisfaction. Second, Customer Satisfaction affected Customer Loyalty that referred to Repurchase and Word-of-Mouth Intention. Third, Convenience Value, Response Value and Reliability Value had an effect on Repurchase through the perfect mediating role of Customer Satisfaction, and Convenience Value and Response Value exercised an influence on Word-of-Mouth Intention through the perfect mediating role of Customer Satisfaction. Reliability Value served to stir up Word-of- Mouth Intention even if there was no Customer Satisfaction.

• Journal of Digital Convergence
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• v.20 no.4
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• pp.225-234
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• 2022

Voice commerce has emerged as a key channel for consumer searches and purchases. This study examines the continuance use intention of voice commerce, applying value-based adoption model. An online survey was conducted with 470 consumers who has experienced with voice commerce. As participants were who buys and purchases goods; or a user who uses food delivery service in voice commerce context. This study used SPSS 23.0 and Amos 23.0 for descriptive analysis, correlation analysis, confirmatory factor analysis, and structul equation modeling analysis. These reaults are as follows. First, usefuleness and response accuracy were significantly influenced the perceived value of voice commerce. Second, functional risk was significantly influenced the the perceived value of voice commerce. Third, perceived value was significantly influenced the continuance use intention of voice commerce. These results enhance understanding of voice commerce users and provide insight into the service provider of voice commerce.

• Proceedings of the Korea Technology Innovation Society Conference
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• 2001.11a
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• pp.187-190
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• 2001

음성정보 산업은 오래 전부터 정보화 사회의 핵심 분야로서 잠재가치를 인정받아 왔지만, 불행히도 기술개발 및 시장 수요가 뒷받침되지 않아 먼 미래의 산업으로 인식되어 왔다. 그러나 최근 음성처리기술이 가시화 되고 인터넷 이용이 활성화되면서 보이스포탈, 음성 증권정보 등 음성과 인터넷이 결합된 서비스가 급격히 증가하고 있다. 현재 인터넷의 사용이 많아지면서 회원가입을 받는 사이트들이 늘어나게 되었다. 본 연구에서는 이러한 웹사이트의 회원가입에서의 고객의 신분 확인 및 회원의 검증과 청소년 고객의 고의적인 오류자료 입력 방지와 전화로 고객을 응대하는 업무가 집중적으로 많은 콜 센터 등의 응용 프로그램 환경에 있어서 전화 통신의 편리성, 응대 시간 축소, 전화 업무 자동화 기능 등을 가능하게 하기 위한 기술의 개발에 대해 연구하였다.

• Journal of Venture Innovation
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• v.1 no.1
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• pp.181-195
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• 2018

The purpose of this study is to investigate the effect of service quality of a theater on the customer experience value and performance satisfaction and to test causality between variables. For this purpose, Study model was created from the previous studies and performed a survey with the customer who visited Performance Theater. In this study, employee kindness, facility excellence, convenience, and facilities were set as independent variables, and performance satisfaction was selected as a dependent variable. The cultural value and economic value of customer experience were examined as Moderating variables between two variables. Based on the results of this study, It was found that employee's kindness, facility excellence, and convenience have a significant effect on performance satisfaction in performing arts facilities. convenience, there was perfect mediated effect of customer experience between service quality of a theater and performance satisfaction centered on cultural value and economic value. The employee's kindness variable was examined as a perfect mediation of cultural value, and economic value as a sectoral mediation. The excellence variables of the facilities appeared as partial mediations in cultural values and as complete mediations in economic values. In the case of the auxiliary facilities, the significance test failed. According to the results of the research, it was confirmed that convenience service for customers is the most important variable. This result suggests that the service quality of a theater should be basically maintained in terms of the kindness of the facility and staff, and that the customer is more satisfied with the performance than the audience convenience service provided from the Theater. The venue suggests that customer service and reception, purchase of tickets, refund method, and staff training should be thoroughly done so that audiences can make the Theater.

• Proceedings of the Korean Society of Computer Information Conference
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• 2012.07a
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• pp.119-122
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• 2012

오늘날 콜센터는 고객과 의사소통을 담당하는 비대면 접촉채널의 대표적인 조직으로 고객 접촉을 담당하는 인적자원에 대한 중요성이 날로 증대되고 있다. 이에 콜센터들은 고객응대에 적합한 지식 기술 태도 등 상담사의 전문성 강화를 위해 교육훈련을 꾸준히 계획하며 실행하고 있다. 본 연구는 콜센터에서 실시하는 다양한 교육훈련이 상담사들의 직무몰입과 어떠한 관계가 있는지를 알아보려는데 그 목적이 있다. 이를 분석하기 위하여 교육훈련에 대한 만족도, 성취도, 적용도, 기여도를 중심으로 직무몰입과의 관계를 회귀분석을 통해 살펴보았다. 분석결과는 다음과 같다. 교육훈련 만족도와 적용도는 직무몰입과 직접적인 유의미한 영향관계가 나타나지 않았다. 반면에 성취도와 기여도는 직무몰입에 유의미한 정(+)의 영향을 미치는 것으로 나타났다. 이러한 결과는 교육훈련과정에서 교육내용의 가치와 재미를 찾아 잘 이해하고 습득할 수 있도록 하여 성취도를 높여주고, 교육훈련을 통한 조직생활에 대한 기여도에 대한 인식을 높여줄 때 직무몰입이 높게 나타남을 시사한다.

• Journal of the Korean Regional Science Association
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• v.38 no.1
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• pp.21-32
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• 2022

The purpose of this study is two things. First, it is to develop and demonstrate a sharong taxi platform. To this end, the implications for platform development were derived by analyzing consumers' perceptions of existing taxi services using IPA. As a result, abnormal business activities and safe services in the maintenance area were found to be safe rides and easy rides in the key improvement area. Safety such as usage fee level and driver information provision were derived in the areas subject to improvement, and friendly response and internal and external cleanliness were derived in the areas of excessive investment. The second purpose of this study is to estimate the value given to users for sharing taxi service platforms using the CVM. As a result of estimating the value of the demonstration service of the shared taxi platform developed through this study, the WTP was 3,621 won/per household/per year when expanding throughout Gimhae-si, and 2,515 won/per household/per year. Compared to the willingness to pay for empirical services, only 69.5% of the willingness to pay for the spread project in Gimhae-si. This is the result of a combination of service spread to an unspecified number of people and concerns about service quality due to spatial expansion. This suggests that it is necessary to build data through continuous demonstration and to carefully build a roadmap for spread by upgrading services based on this.

• Journal of Korean Library and Information Science Society
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• v.43 no.1
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• pp.27-52
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• 2012

This paper proposes a continuing educational program for librarian, as to reinforce the professionalism. It researches the previous educational attainments of undergraduates who studied library science. Then it analyses the current continuing programs of the National Library of Korea and librarians' demands for the program. The research also compares ALA and SLA as foreign cases of continuing programs, and their trends observed from the newly opened sessions. This paper, therefore, reports a series of educational contents in library science by their subjects. The proposed curriculum includes subjects including electronic publishing and copyrights, Future of Library, Taxonomy and controlled vocabulary, Patent Information. Science Information Literacy, Open Access Program, The Value of Library, Licensed Issues, Customer Service program etc.

• Proceedings of the Korea Society of Costume Conference
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• 2001.04a
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• pp.48-48
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• 2001

고객의 가치를 창조해나가기 위해 고객을 중시하 는 시장지향적인 기업문화가 확산되며, 이와 함께 판 매현장 최일선에서 고객을 직접 응대하며 기업의 시 장지향성을 실현하고 고객을 관리하는 패션판매원의 중요성이 높아지고 있는 실정이다. 이러한 시장지향 적인 기업문화와 판매원의 중요성이 높아짐에 따라 본 연구는 의류업체의 시장 지향성의 유형을 밝히고, 이러한 시장지향적 노력이 판매원의 능력과 함께 의류업체의 판매원의 만족에 어떠한 영향을 미치는지를 알아보고자 하였다. 이들의 규명을 통해 궁극적으 로 기업의 성과에 기여하는 판매원 만족에 영향을 미치는 시장지향성의 유형과 판매원의 능력 유형을 밝혀 의류업체의 시장지향적 기업문화 실현에 기여 하고자 하였다. 설문지를 이용한 실증적인 조사연구방법이 사용 되었고, 연구대상은 서울과 분당에 위치한 L백화점의 여성복 의류매장에 근무하고 있는 삽마스터 600 명을 대상으로 하였다. 선행연구를 근거로 하고 의류 업체에 맞게 수정 보완한 질문지를 사용하여, 최종 분석된 설문지는 547부이다. 자료분석은 SPSS pc + 8.0올 이용하여 빈도분석, 백분율, 요인분석, 중다회 귀분석을 사용하였다. 수거된 질문지를 통계처리 한 결과는 다음과 같다. 첫째, 의류업체의 시장지향성을 요인분석한 결과 '시장정보의 획득'시장정보의 확산', '시장정보에 대 한 반응'의 세 요인으로 나눌 수 있었다. 시장정보를 획득하는 활동에는 매장의 소비자조사. POS시스템 의 활용. 삽마스터 회의에의 관심, 경쟁 브랜드 조사 그리고 판매사원을 통한 고객의 반응 조사 등의 내 용이 포함된다. 시장정보를 확산시키고자하는 활동 에는 매장에서 본사로 상황을 보고하고, 고껴의 시정 요구를 해결하고자 하는 노력. 판매원이 제시하는 소 비자동향의 반영, 그리고 삽마스터 회의 등씩 내용이 포함되며, 시장정보에 대한 반응은 풍부한 물량공급 과 히트상품의 지속적인 공급을 활동 내용으로 한다' 둘째, 의류업체의 시장지향성은 판매원의 만족도 에 정적인 영향을 나타냈다. 이는 의류업체가 시장정 보 수집에 적극적이고, 매장과 긴밀한 정보교류를 하 며, 수집된 정보를 적극 활용하여 상품개발이나 공급 등의 노력을 보일 때 판매원이 회사에 대해 강한 신 뢰감을 느껴 만족감을 느끼게 되고 이것이 바로 성 과로 이어질 수 있는 것을 의미한다. 셋째, 판매원의 회사전략 인지능력, 의류제조과정 인지능력. 고객서버스 능력, 자율적인 목표설정 능력. 고정고객관리능력이 클수록 직무자체와 인간관계에 대한 만족도가 높게 나타나 판매원의 직무한력은 판 매원의 만족에 영향을 미치는 것을 알 수 있었다. 이 는 의류업체에서 능력 있는 판매원을 육성하거나 영 입하는데 힘써야 함을 시사하는 결과이다.

• Information Systems Review
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• v.17 no.2
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• pp.29-48
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• 2015

This study proposes an integrated operational model of branches with customer center at stock brokerage firms and suggests ways to improve existing systems. This suggested integrated model of branches and customer centers can increase customer satisfaction and customer values for the specific services at each channel. This integrated model also enables customers to make transactions at a desired specific time, make it possible to inquire whatever the customer wished to ask, and select desired contact channels. In addition, the firms can bring in improved effectiveness of internal resources by integrating all the resources the firm has. Personal resources and system resources are distributed by the characteristics of channels that can be selected by the customers. Then agents also can provide more speedy and accurate responses to the engaged customer interactions matching to his/her job in charge. Also, the model makes it possible to collect the latest customer and transaction information at the moment of each interactions, by which the firm can provide customized services specifically tailed to each customers' preferences. However, systematic interactions between branches and customer center, and completed system should be equipped with in order to provide the highest quality services.

• The Journal of the Korea Contents Association
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• v.14 no.10
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• pp.706-722
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• 2014

Government and public institutions have been releasing a number of mobile applications in order to provide diverse public services in the mobile environment. However, due to their one-sided and fragmented service with the lack of adequate care for users, the utilization rate is extremely poor. Therefore, this study, based on a relevant literature review, identified and derived the five key factors (usefulness, convenience, interactivity, information credibility, and social pressure) for users' mobile service adoption. Then, through in-depth interviews with five users and five experts regarding the 'business support app' of one public agency (H institution) that specializes in SMEs, we found that all of these factors are important for users' mobile service adoption. Users' satisfaction could be significantly improved through real-time response to their needs. In addition, providing them with useful and tailored information can lead to mutual trust between public institutions and users. Consequently, as these user-oriented services can increase users' loyalty and boost the utilization rate of the public apps, public institutions should always put persistent efforts to cope with users' demands.