• The Journal of Society for e-Business Studies
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• v.18 no.2
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• pp.257-277
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• 2013

Those studies in the field of Management Information Systems and the Success Model of the DeLone and McLean's Information Systems suggest that some factors related to information systems should be developed and operated to affect the performance of the user's personal and companies through the introduction and use of corporate information systems. The purpose of this study is put on searching for some factors which impact on user satisfaction about the customer information management systems of call center. We did conduct on a survey of 539 people who are working as a call center counseling employees as setting up a structural equation model which reflects previous research on working environment and job satisfaction, and modified DeLone and McLean's information system success model. The results of this study are as follows. First, seven of the eleven hypotheses that three quality of the information systems might be affecting working environment, job satisfaction, user satisfaction were adopted Second, we confirmed that the working environment works as a the partial mediation and the quality of services works as a fully mediation between system/information quality and users' satisfaction. The implications of this study are that it is necessary not only to make a good working environment but also to keep improving it in order to boost the operational performance of information systems in the future.

• The Journal of the Korea Contents Association
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• v.19 no.4
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• pp.621-637
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• 2019

This study verifies the impact of emotional labor of online shopping mall call center counselor on customer orientation and the medium effect of job burnout. The study targets call center counselors from four companies that operate online shopping malls, and 271 copies are used for final data analysis. The results are as follows. First, deep action, a subfactor of emotional labor, has shown to have a significant positive effect on customer orientation. Second, the deep action of emotional labor has shown to have a negative effect on depersonalization and reduced personal accomplishment, while the surface action has a positive effect on job exhaustion and depersonalization. Third, deep action of emotional labor is found to increase customer orientation through depersonalization and reduced personal achievement, which are sub-factors of job burnout, while surface action of emotional labor is mediated by depersonalization, lowering customer orientation. The results of this study confirm that it is necessary to increase deep action and reduce job burn-out in order to improve customer orientation. Also, it is meaningful that the study verifies the role and the mediating effect of job burn-out.

• Structural Engineering and Mechanics
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• v.3 no.1
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• pp.91-103
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• 1995

An analysis to determine shear centers for anisotropic elastic thin-walled composite beams, cantilevered and loaded transversely at the free end is presented. The shear center is formulated based on familiar strength of material procedures analogous to those for isotropic beams. These procedures call for a balancing of torsional moments on the cross sectional surface and lead to a condition of zero resultant torsional couple. As a consequence, due the presence of anisotropic coupling, certain non-classical effects are manifested and are illustrated in two example problems. The most distinguishing result is that twisting may occur for composite beams even if shear forces are applied at the shear center. The derived shear center locations do not depend on any specific anisotropic bending theories per se, but only on the values of bending and shear stresses which such theories produce.

• Journal of Digital Convergence
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• v.10 no.8
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• pp.39-44
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• 2012

The objective of this paper is to provide the conceptual selection framework of SLA metrics to maximize the operation efficiency and satisfaction of IT outsourcing and how to select most efficient auto service call center and system. With these metrics, both customers and service providers can measure service performance of IT outsourcing service. Hence, it is expected to boost operation efficiency and customers' satisfaction. In that sense, this study gives the value to both outsourcing and outsourced companies through suggesting the proper SLA metrics selection framework which provides the standards of service performance measurement and the management of IT outsourcing service in accordance with their business strategy quantitatively and qualitatively. Also we perform a survey for two customers in real business to prove the logicality of this selection framework is working and to find out relationship between SLA practice and customers' satisfaction while they outsource their IT service.

• 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 the Korea Institute of Information and Communication Engineering
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• v.10 no.4
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• pp.744-751
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• 2006

Even many kinds of Internet-based services have been generated due to the great development of the Internet. PSTN still exists in the center of the national infrastructure network and the transit exchanges will be maintained the core roles in PSTN for many years in the future. These transit exchanges often suffer from unexpected overload situation because they have to process Intelligent Network calls and mobile calls additionally as well as POTS (Plain Old Telephone Service). In this paper, we suggest an efficient overload control algorithm for the distributed transit switching system under the various types of call services. We also show that this algorithm can be implemented easily cooperating with the network management control functions. The simulation technique is used to show that the proposed algorithm effectively controls calls and maintains safely the call processor's load under the various kinds of overload situations.

• The Journal of the Korean bone and joint tumor society
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• v.19 no.2
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• pp.97-100
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• 2013

Lipomas are the commonest soft tissue tumor. However, those arsing in the hand are infrequent. Lipomas in the hand that exhibit a size of more than 5 cm call giant lipoma, these are very rare only case reports and small series of this entity have been described. We could experience a case about giant lipoma of the hand which cannot easily contact, we report a case including review of literatures.

• 한국정보통신설비학회:학술대회논문집
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• 2002.08a
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• pp.233-237
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• 2002

차세대 지능망은 지능망서비스교환기(SSP:Service Switching Point), 지능망서비스제어 시스템(SCP:Service Control Point), 지능형정보제공 시스템(IP:Intelligent Peripheral)간의 시스템 연동으로 구성되며, 각 망 요소들은 지능망 서비스를 제공하기 위한 필요 기능들을 지원한다, 현재 KT는 ITU-TCS(Capability Set)-1 기반의 지능망 서비스를 제공하고 있으나 다양한 종류 즉, 회의통화 서비스나 선불카드 서비스에서 다자간의 호연결 기능 등이 요구될 때 그 한계점을 갖는다. CS-2 기반의 지능망으로 발전하면서 SSP는 CPH(Call Party Handling) 기능이 추가된다. CPH는 하나의 호에 대해 다자간 호를 관리할 수 있는 능력을 말한다. 이런 CPH 기능을 제공할 수 있어 CS-2 기반으로 발전된 차세대 지능망은 더욱 다양한 서비스를 고객에게 제공할 수 있게 된다. 본 논문은 CS-2 기반의 차세대 지능망 서비스의 기능에 대해 분석하고 분석된 결과를 확인하기 위한 메시지 흐름을 도식화 하였다. 또한 회의통화서비스를 분석된 지능망 기능을 적용하여 설명하였다.

• Proceedings of the Korean Society of Broadcast Engineers Conference
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• 1997.06a
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• pp.89-94
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• 1997

In this paper, we present a VR-based interface method which provides users more natural, realistic, and interactive communication and collaboration tool. Since most services in the communication systems matches with the services in the real world, the best understanding would be achieved when the communication services are represented in accordance with the services in the real world. However, conventional text-based interface and 2D GUI cannot provide such reality to the users. In this paper, we discuss VR-based interface to overcome such difficulty and introduce one instance of communication system using the VR-based realistic, what we call Virtual Village, which we are currently developing. This application might be applied to education in virtual space, desktop conferencing system, and entertainment such as MUD or the games in the distributed environment, etc.

• Proceedings of the Korean Society for Quality Management Conference
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• 2007.04a
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• pp.279-284
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• 2007

This study develops a model which measures service standardizations focused on the process of call center service. It analyzes the relationship between service standardizations and efficiency of business as well. The model consists of two dimensions to offering service and managing customers. These two dimensions have six major elements: accessibility, customer orientation, professionalism, offering a solution, customer satisfaction management, and customer information management. Also we assumed that low customer interaction and labor-intensive of service business increase the level of service standardization.