• Asia pacific journal of information systems
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• v.25 no.3
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• pp.519-539
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• 2015

Customers are now demanding ever better service from customer service representatives (CSRs) to create superior customer service. Accordingly, CSRs are required to have more specialized knowledge and abilities of customer service. This study examines the roles of accumulated customer knowledge in electronic knowledge repositories (EKRs), which a firm has developed for customer service over time to enhance CSRs' work capabilities and work performance, in the context of call centers. To test the proposed research model and hypotheses, we conducted LISREL analysis using 261 responses collected on CSRs working for inbound call centers. The key results are as follows. First, accumulated customer knowledge in EKRs enhances CSRs' knowledge utilization and service expertise during the customer contact. Second, CSRs' knowledge utilization reinforces service expertise. Finally, service quality depends on CSRs' knowledge utilization and service expertise, but it is not directly related to accumulated customer knowledge. Overall, the findings suggest that accumulated customer knowledge in EKRs enhances CSRs' knowledge utilization and service expertise, and thereby leading to superior service quality.

• International Area Studies Review
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• v.21 no.2
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• pp.219-245
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• 2017

This study is intended to empirically investigate how Korean consumers evaluate foreign CSRs conducted by Korean firms. Specifically, the study investigates the effects of domestic vs. foreign CSR targets & domestic vs. global NGO affiliations by employing a two-way 2-by-2 factorial design. Field experiments were carried out with adult consumers in Seoul aged over 25. Our findings, first, suggest that Korean consumers perceive domestic CSRs more positively than foreign CSRs. But Korean consumers were found to respond more positively to foreign CSRs when the focal firm was perceived as a global firm. As regards to NGO affiliations, the study found that consumers were partially favorable towards domestic NGOs. However, interestingly, foreign CSRs with domestic NGOs were perceived more favorably than foreign CSRs with foreign NGOs.

• Journal of Korean Society for Geospatial Information Science
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• v.18 no.4
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• pp.31-39
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• 2010

In this study, the performance of the online GPS processing services provided by diverse institutions was compared so that domestic GPS users in geodesy and surveying can easily get precise coordinates using those services. In order to evaluate the accuracy of each online GPS processing service, we calculated coordinates of seven GPS permanent stations located in Korea and foreign countries using APPS, CSRS-PPP, AUSPOS and OPUS. And the results were compared with published coordinates by IERS and National Geographic Information Institute. In the cases of foreign stations, the mean value of the horizontal errors was 9.3 mm and the descending order of accuracies was APPS, AUSPOS, OPUS and CSRS-PPP. In the cases of Korean stations, the mean value of the horizontal errors was 37.6 mm, although the order of accuracy was similar to the foreign cases; AUSPOS, APPS, OPUS and CSRS-PPP. Also, the average value of 3-D errors in Korean cases was about 3 cm larger than that of foreign cases and a bias of 3 cm was observed in the north direction.

• The Journal of Advanced Prosthodontics
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• v.12 no.1
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• pp.38-48
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• 2020

PURPOSE. The objective of this literature review was to analyze the cumulative survival rates (CSRs) of rigid and non-rigid double-crown-retained removable dental prostheses. MATERIALS AND METHODS. Screening of the literature published from January 1995 to December 2019 was performed by using electronic data base (Pubmed) and manual search. The CSRs of rigid and non-rigid double crown removable dental prostheses were investigated. RESULTS. A total of 403 articles were reviewed and 56 relevant articles of them were selected. Subsequently, 25 articles were included for data extraction. These articles were classified according to rigid and non-rigid type double crowns and further subdivided into teeth, implants, and teeth-implant combination types. The CSRs of rigid type double crown ranged from 68.9% to 95.1% of 5 to 10 years in tooth abutments, 94.02% to 100% over a 3-year mean observation periods in implant abutments, and 81.8% to 97.6% in tooth-implant combination. Non-rigid type double crowns had various CSR ranges from 34% to 94% maximum during 10 years observation in teeth abutment. The CSRs of non-rigid type had over 98% in implant abutments, and ranged from 85% to 100% in tooth-implant combination. CONCLUSION. The CSRs of double crowns varies according to types. With accurate evaluation of the remaining teeth and plan of the strategic implant placement, it could be successful treatment alternatives for partially or completely edentulous patients.

• Journal of Biomedical Engineering Research
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• v.15 no.4
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• pp.377-382
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• 1994

In the conventional Fourier imaging method in MRI (Magnetic Resonance Imaging), intramotion such as pulsatile flow makes zipper-like artifact along the phase encoding direction. On the other hand, line-integral projection reconstruction (LPR) method has advantages such as imaging of short T2, object and reduction of the flow artifact by elimination of the flow-induced phase fluctuation. The LPR, however, necessarily requires time consuming filtering and back-projection processes, so that the reconstruction takes long time. To overcome the long reconstruction time of the LPR and to obtain the flow artifact reduction effect, we adopted phase corrected concentric square raster sampling (CSRS) method and improved its imaging performance. The CSRS is a fast reconstruction method which has the same properties with the LPR. In this paper, we proposed a new method of flow artifact reduction using the CSRS method. Through computer simulations and experiments, we verified that the proposed method can eliminate phase fluctuations, thereby reducing the flow artifact and re- markably shorten the reconstruction time which required long time in the LPR.

• Journal of Information Technology Services
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• v.16 no.3
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• pp.185-203
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• 2017

Call center service is enabled by the use of a firm's various information technologies (IT) and accumulated knowledge. IT and knowledge resources have been considered a fundamental infrastructure for developing a firm's business capabilities. Recognizing this, this study examines whether a firm's IT and customer knowledge resources enhance its customer service process capability and thereby contribute to creating superior customer service, at the level of customer service representatives (CSRs). That is, constructs in this study were measured on a basis of CSRs' perception. Moreover, this study verifies the moderating role of CSRs' computer self-efficacy on the relationships between IT and customer knowledge resources and customer service process capability. To test the proposed hypotheses, this study conducted partial least squares (PLS) analysis with a total of 234 data which were collected on CSRs working at four call centers. The key findings are as follows: first, IT infrastructure integration and customer knowledge integration are positively associated with customer service process capability. Second, customer service process capability is a key determinant of customer service performance. Finally, CSRs' computer self-efficacy has a moderating effect on the relationship between IT infrastructure integration and customer service process capability. The details of the findings and implications are presented.

• Journal of the Institute of Electronics Engineers of Korea TC
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• v.48 no.2
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• pp.95-104
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• 2011

In this paper, the metamaterial transmission line (TL) based on the complementary spiral resonators (CSRs) and interdigital structure is presented for reducing the phase noise of the voltage-controlled oscillator (VCO). The metamaterial TL is realized by adopting the array of the CSRs etched on the ground plane and the interdigital transmission line on the signal plane. The interdigital TL on the signal plane has been used to obtain higher Q value than the conventional TL without the interdigital structure. The resonance properties and inherent saturation of Q value of the proposed metamaterial TL have been analyzed by varying the width of the TL on the signal plane, dimensions of the CSRs, current directions between the CSRs, number of the unit cell-pair of the CSRs, and whether or not there is the interdigital structure in this paper. The phase noise and tuning range of the proposed VCO are -127.50~-125.33 dBc/Hz at 100 kHz and 5.744~5.852 GHz.

• 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.

• 사회경제평론
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• v.29 no.1
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• pp.99-117
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• 2016

This paper aims to explore the institutional traits of the federal employees pension system in the United States and the direction of its reform. Currently the United States has two systems of the federal employees pension. One is CSRS, the other is FERS. The former was firstly introduced in 1920 as a generous DB pension well before the establishment of the Social Security System(OASDI). What led to the latter, FERS was the Social Security Amendment Act of 1983 and Federal Employee Retirement System Act of 1986. The crucial difference between the CSRS and the FERS is the contrasting characteristic of their relationships with OASDI. The CSRS has just one source of retirement benefit(DB pension) without OASDI benefit, whereas the FERS has three sources(OASDI benefit, basic annuity(DB), DC typed TSP benefit). When it comes to FERS, what matters most is TSP(Thrift Savings Plan).

• Korean Journal of Remote Sensing
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• v.9 no.1
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• pp.1-19
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• 1993

A simple bispectral threshold technique which reflects the temporal and spatial characteristics of the analysis area has been developed to classify the cloud type and estimate the cloud cover from GMS/S-VISSR(Stretched Visible and Infrared Spin Scan Radiometer) imagery. In this research, we divided the analysis area into land and sea to consider their different optical properties and used the same time observation data to exclude the solar zenith angle effects included in the raw data. Statistical clear sky radiance(CSRs) was constructed using maximum brightness temperature and minimum albedo from the S-VISSR imagery data during consecutive two weeks. The CSR used in the cloud anaysis was updated on the daily basis by using CSRs, the standard deviation of CSRs and present raw data to reflect the daily variation of temperature. Thresholds were applied to classify the cloud type and estimate the cloud cover from GMS/S-VISST imagery. We used a different thresholds according to the earth surface type and the thresholds were enough to resolve the spatial variation of brightness temperature and the noise in raw data. To classify the ambiguous pixels, we used the time series of 2-D histogram and local standard deviation, and the results showed a little improvements. Visual comparisons among the present research results, KMA's manual analysis and observed sea level charts showed a good agreement in quality.