• Journal of the Korea Academia-Industrial cooperation Society
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• v.11 no.4
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• pp.1475-1482
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• 2010

This paper aims at finding the policy implications of mobile government services based on the comparison of domestic and foreign cases. We developed a framework for the classification of mobile government services and examined the domestic and foreign mobile government services to identify policy implications and dynamic trends of the mobile government. In the policy perspective, we suggest customer-centric service redesign, extensive adoption of mobile service solutions, and new service development reflecting new mobile trends.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.1
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• pp.304-312
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• 2019

Service companies are making constant efforts to gain positive business performance such as customer satisfaction, quality improvement, and valuable management. Compared to other industries, service companies are highly dependent on workers for responding to customers and satisfying various customer needs in terms of business content and type. Thus, the attitude, given, environment, and capacity of the workers who supply service and serve customers are important factors that directly and indirectly influence customer satisfaction and performance. To enhance the performance of organizations and gain competitive advantage, it is important to provide the various forms of social support for workers as service suppliers. In this sense, active interests including the development of personal competence, support for working environment, and providing chances for the development of new services are significant. This study is a follow-up study on the influence of social support for positive psychological capital, creativity, and work performance of service workers. Among the service process matrix, this study targets the workers involved in mass service fields and seeks to examine how support for co-worker influences the performance through self-efficacy. No empirical analysis has examined workers involved in mass service fields. Thus, this study aims to take an approach different from that of previous studies and to suggest more effective human resource management strategies for enhancing the competitiveness of service companies and provide related implications.

• Proceedings of the Korea Society for Industrial Systems Conference
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• 2006.05a
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• pp.178-193
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• 2006

기업들이 고객에 대해 관심을 가지는 이유는 고객관계관리(CRM: customer relationship management)의 중요성이 그 어느 때 보다도 강조되고 있기 때문이며, 또한 강력한 고객관계가 기업의 경쟁우위를 위한 주요 수단이 되고 있음을 지각하고 있기 때문이다. 특히 인터넷 쇼핑몰에 대한 고객의 충성행위는 인터넷 쇼핑몰이 제공하는 다양한 상품 및 서비스와 더불어 성공적인 고객관계를 위해서는 매우 중요하다. 또한 인터넷 쇼핑몰의 입장에서는 여러 가지 다양한 서비스를 인터넷 쇼핑몰 이용 고객에게 제공함으로써 인터넷 쇼핑몰을 이용하는 고객들에 대한 신뢰와 몰입을 증가시킴으로써 인터넷 쇼핑몰 이용 고객들로 하여금 인터넷 쇼핑몰에 대해 높은 충성도를 가지게 할 수 있을 것이다. 따라서 본 연구는 인터넷 쇼핑몰 이용 고객에 대한 고객충성행위를 신뢰형성요인, 몰입형성요인, 신뢰, 몰입이라는 측면에서 설명하고자 하였다. 즉, 인터넷 쇼핑몰의 신뢰형성요인(능력, 호의성, 무결성)이 신뢰에 영향을 미치고, 몰입형성요인(촉진정보, 상호작용성, 쇼핑몰디자인)이 몰입에 영향을 미친다. 그리고 신뢰는 몰입과 고객충성행위에, 몰입은 고객충성행위에 영향을 미칠 수 있음을 제안하고 이를 인터넷 쇼핑몰 이용 경험이 있는 고객들을 대상으로 실증적으로 분석하였다. 실증분석 결과에 따르면 제안모델은 수용가능한 모델적합도를 보여 주었으며, 또한 본 연구에서 제시한 9개의 가설 모두가 통계적으로 유의한 결과를 보여주었다. 특히 신뢰는 신뢰형성요인(능력, 호의성, 무결성)과 고객충성행위사이에 매개변수의 역할을 수행하고있으며, 몰입은 몰입형성요인(촉진정보, 상호작용성, 쇼핑몰디자인)과 고객충성행위사이 그리고 신뢰와 고객충성행위사이에 매개변수의 역할을 수행하는 것으로 나타났다.동지역의 고기후를 해석함으로써 고기후적 및 고생태학적 의미를 연구해 보고자 하였다.에서는 시스템 등급에 영향을 준다. 향후에는 더욱 더 다양한 상호의존 모델들이 정량화될 필요성이 있다고 본다. 진행하였다. 줄여서 보다 더 정확하고, 지능적인 규칙구성요소 추출 방법론을 제시하고 구현하여 지식관리자의 규칙습득에 대한 부담을 줄여 주고자 한다. 도움을 받을 수 있게 되었다.을 거치도록 되어있다. 교통주제도는 국가의 교통정책결정과 관련분야의 기초자료로서 다양하게 활용되고 있으며, 특히 ITS 노드/링크 기본지도로 활용되는 등 교통 분야의 중요한 지리정보로서 구축되고 있다..20{\pm}0.37L$, 72시간에 $1.33{\pm}0.33L$로 유의한 차이를 보였으므로(F=6.153, P=0.004), 술 후 폐환기능 회복에 효과가 있다. 4) 실험군과 대조군의 수술 후 노력성 폐활량은 수술 후 72시간에서 실험군이 $1.90{\pm}0.61L$, 대조군이 $1.51{\pm}0.38L$로 유의한 차이를 보였다(t=2.620, P=0.013). 5) 실험군과 대조군의 수술 후 일초 노력성 호기량은 수술 후 24시간에서 $1.33{\pm}0.56L,\;1.00{\ge}0.28L$로 유의한 차이를 보였고(t=2.530, P=0.017), 술 후 72시간에서 $1.72{\pm}0.65L,\;1.33{\pm}0.3L$로 유의한 차이를 보였다(t=2.540, P=0.016). 6) 대상자의 술 후 폐환기능에 영향을 미치는 요인은 성별로 나타났다. 이에 따른 폐환기능의 차이를 보면, 실험군의 술 후 노력성 폐활량이 48시간에 남자($1.78{\pm}0.61L$

• Journal of Digital Convergence
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• v.16 no.8
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• pp.151-159
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• 2018

This study focused on appreciative inquiry(AI) of salespeople who have to respond to various types of emotions according to the desires of individual customers at service contact points and the effect of emotional labor on adaptive selling behavior and customer satisfaction. Dyadic questionnaires were administerd to 115 automobile salespeople and 2 customers who received service from each salesperson, and the collected data was analyzed by using structural equation modeling. The results showed that AI had positive influences on deep acting and surface acting. Only deep acting was found to have positive relationship with adaptive selling behavior, but not to surface acting. Adaptive selling behavior had a positive effect on customer satisfaction. This study will contribute to identifying the need for AI access for salespersons and for activating adaptive selling behavior through emotional labor related to AI practice.

• Journal of Digital Convergence
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• v.12 no.3
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• pp.117-126
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• 2014

This study examines how preference clarity and customer participation levels affect evaluation of fit toward customized services and also analyzes the effects of cultural difference between Korea and China that may cause variance in the evaluation of fit in the course of interaction with the prior two factors, preference clarity and customer participation level. It conducted a $2{\times}2{\times}2$ between-subjects factorial design adopting preference clarity, customer participation level, and difference of culture. The subjects were composed of 200 Korean and 200 Chinese. According to the analysis results, it is revealed that Korean consumers highly perceived fit toward customized services when their preference is clear and participation level is high, and they evaluate fit more favorably as participation level increased, while Chinese consumers' evaluation for fit deteriorated as participation level increased. The result shows that fit evaluation became more positive through participation when preference clarity is high in Koreans but not in Chinese.

• Journal of Service Research and Studies
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• v.7 no.2
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• pp.79-90
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• 2017

The current research investigates the service R&D strategies from the service's nature perspectives. In the current economy, manufacturing and service industries are becoming boundless, and thus, they are competing with each other in a customer-centric environment. Because customers' needs and wants are realized through services, service industry has become one of the most important industries in the world. However, there have been conflicting opinions about service R&D policies due to different definitions of services. The current research specifically focuses on the nature of services to discuss strategies for service R&D. Service R&D strategies are suggested considering the nature of the current economy where industries are becoming boundless. In addition, the current research considers the service's relational, bidirectional, horizontality, and harmonization nature of services, and also, intangibility, inseparability, heterogeneity, perishability were considered in suggesting strategies for service R&D. For manufacturing industries, strategies to strengthen servitization R&D were proposed, and for service industries, strategies to strengthen manufacturization R&D were proposed. The results from the current research can be used for developing corporate service R&D strategies, and developing policies for developing both service and manufacturing industries in the current economy.

• Proceedings of the Korea Information Processing Society Conference
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• 2020.11a
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• pp.568-571
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• 2020

최근 빅데이터 기술이 다양한 산업과 접목되고 있다. 그 중 고객 이탈 방지가 최우선인 통신사들 또한 예외가 아닐 수 없다. 이에 본 논문은 통신사 데이터에 머신러닝 알고리즘을 접목. 이탈 예측과 데이터 추이를 분석하고, 이를 시각화 하여 일목요연하게 표출하는 과정을 제공함으로서 통신사의 고객 유치 정책을 위한 토대를 마련할 것이다.

• Journal of Internet Computing and Services
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• v.13 no.1
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• pp.65-74
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• 2012

Cloud services are used for improving business. Moreover, customer relationship management(CRM) approaches use social networking as tools to enhance services to customers. However, most cloud systems do not support the semantic structures, and because of this, vital information from social network sites is still hard to process and use for business strategy. This paper proposes a collaboration framework based on social semantic web for cloud system. The proposed framework consists of components to support social semantic web to provide an efficient collaboration system for cloud consumers and service providers. The knowledge acquisition module extracts rules from data gathered by social agents and these rules are used for collaboration and business strategy. This paper showed the implementations of processing of social network site data in the proposed semantic model and pattern extraction which was used for the virtual grouping of cloud service providers for efficient collaboration.

• Culinary science and hospitality research
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• v.16 no.3
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• pp.161-173
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• 2010

The foodservice industry should be customer-oriented and service-oriented because production and consumption occur simultaneously and sales depend on customers' participation in the foodservice industry. In this respect, it is faced with maintaining minimum human resources with efficient management systems and policies which employees can offer quality services. This study, therefore, aims to find out how internal marketing strategies affect conflict perception. The result of the study is as follows. Communication, service training, employee benefits and a reward system are generally important in the internal marketing. In particular, it is considered that employee benefits and a reward system based on finance are more important to employees than any other factor. Accordingly, companies should consider facilities offered to the employees, vacation and employee benefits. Also, it is shown that communication-obstacles take high proportion in the cause of conflicts and employee benefits in the internal marketing. This study showed the possibility of internal marketing used as a management method of human resources and a solution for resolving conflicts.

• Journal of Service Research and Studies
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• v.4 no.2
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• pp.69-83
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• 2014

This study was tried for revitalization of the traditional markets, at which were located the same business district of grand supermarket of an urban area in Seoul. The Myung-Il Market, one of traditional markets near the Gang-Dong Homeplus was selected for this research. In our research including the survey from the 63 purchasers' samples of Myung-Il traditional Market, the policy to strengthen the traditional market's ability was suggested to use the price and hygiene factors which affecting on the customers' satisfaction significantly. And the other complementary stategic factors, service and geographical area factors, were induced which were significantly relating to the 100 samples of purchasers at Gang-Dong Homeplus as the grand modern market. Therefore this research suggests the maintaining and enhancement strategy related to price and the hygiene factors should be impressed on the preferential basis for revitalization the traditional markets. And the other strategy which including service and geographical area factors as from the grand modern market's survey result will be considerated complementarily.