• 대한안전경영과학회지
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• 제24권4호
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• pp.85-93
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• 2022

Today's customer service providers, who have the greatest impact on customer satisfaction, are experiencing severe stress and job burnout due to various causes. Unlike general companies, the corporation has a relatively high level of dissatisfaction with customer service since there is a large conflict between the provision of kindness and the reasonable handling of civil complaints according to laws and regulations. In order to analyze the environment of the NPS' customer service providers, 5.583 branch employees working at the National Pension Service and 407 call center employees were surveyed online using the questionnaire function of the Enterprise resource planning system. The contents of the survey consisted of a survey on customer-facing employees, the level of awareness of customer-facing workers protection measures, and opinions on improvement and supplementation related to customer-facing workers protection measures. As a result of the survey, 72.8% of the total respondents experienced grievance complaints, and the proportion of call center employees was even higher at 89.0%. In addition, both the branch and the call center had the largest share of complaints about obstruction of business, unreasonable demands, abusive language, and verbal abuse. More than 40% of call center employees in their 20s and 30s experienced the highest frequency of complaints 13 or more times a year. The most difficult thing in the process of responding to complaints was that both branch offices and call centers had insufficient psychological recovery time, lack of space, and lack of help from colleagues and superiors. Based on the survey analysis, it is suggested to establish a countermeasure through case analysis rather than the right to suspend work for civil complaints that cannot be handled, such as customized manuals and action strategies for the age group with high grievance complaints.

• 디지털산업정보학회논문지
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• 제11권3호
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• pp.125-143
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• 2015

As improving the life quality of citizen because of development of Urbanization and Information, civil application service of public institutions has been changed. The government provides a 24-hour civil service of e-government, public institutions operate U-complaints call center to pursue a personalized service to customers. As customer service are diversified, the inconvenience of service is increased. Therefore, public institutions instituted U-complaints call center to solve increased complaints. In early days, public institutions operated simple call center. However, it became intelligent U-complaints call center by SNS. The more increase the importance of agents' contact customer service, the more increase Job Performance considered by Organizational Commitment & Job Satisfaction of call center agents. This study analyzed that applied to Fairness Theory with Organizational Commitment, Job Satisfaction and analyze U-complaints call center agents' role and job performance of public institutions. Proposed a research model applied to job satisfaction with key variables, organizational commitments, job satisfaction. It's expected to impact on job performance of U-complaints call center agents in public institutions. For empirical study of research model, conducted a survey of the U-complaints call center agents of public institutions. 170 samples were collected from the survey and analyze relationship between the factors. Procedural justice, distribution fairness, fairness interaction are significant influence on organizational commitment of parameters by analysis U-complaints call center agents. Procedural justice and fairness of interaction was found not to effect on parameters of job satisfaction. Also, parameter, organizational commitment have significant influence on job satisfaction. However, have no influence on job performance. Therefore, the parameters of job satisfaction have significant influence on job performance. Public institutions should adopt to improve the quality of citizen services through U-complaints call center agents.

• 응용통계연구
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• 제16권2호
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• pp.247-259
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• 2003

우리나라 조사업계에서는 전화조사의 방법론으로 성과 나이, 지역에 표본 수를 사전 지정하는 방식의 할당표집 (quota sampling)을 주로 쓰고 있다. 이러한 할당표집은 조사비용과 기간의 단축이라는 이점을 갖지만 이론적 타당성이 결여되어 있어 학문적으로는 받아들이기 어렵다. 때문에, 학계에서는 그 동안 수차례 임의표집(random sampling)에 근거한 전화조사를 조사업계에 요구해 왔다. 이에 응하여, (주)리서치 앤 리서치가 2002년 울산시장 선거예측 조사에 임의표집에 의한 전화조사를 실시하였다 본 사례연구는 이 자료를 심층적으로 재분석하여 임의표집에서의 재통화 및 응답자 임의선정 절차가 자료 질 및 최종 예측치에 주는 영향에 대하여 살펴볼 것이다.

• 영어어문교육
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• 제11권1호
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• pp.17-36
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• 2005

The purpose of this study is to examine the ways in which CALL apply to enhance the motivational aspects of second language learning. Theories relevant to social, cognitive, and affective foundations of motivation are first reviewed to demonstrate the important role of motivational influences in improving learners' affect and achievements. Then, implications arising from such theories in strengthening the motivational aspects of CALL are explicated in the second part. With the spread of computer technology in language classrooms, the innovative role of CALL in the development and maintenance of intrinsic motivation can be illustrated. Specifically, CALL may provide cognitively supportive instruction geared towards improving students' performance. Also, it has been reported from the affective perspective that CALL can captivate learners' attention, promote their feelings and expectations of success, improve perceptions of control, and increase positive attributions to effort and ability. Finally, from a social learning perspective, CALL may enhance learners' self-efficacy and foster their achievement and positive affect through social interactions, proximal goal-setting, and attributional feedback. In the framework of CALL, students seem to be benefited by the immediacy and authenticity of contact with target languages and cultures made at their choices and decisions.

• 품질경영학회지
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• 제40권4호
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• pp.531-542
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• 2012

Purpose: This study examines the causal relationship among perceived call center service quality, perceived brand personality, and service loyalty. Methods: This study employs call center services in mobile phone, credit card, and internet shopping, to collect data from respondents via on-line survey, and analyzes causal relationship among above-mentioned three constraints. Results: Perceived call center service quality has a positive impact on perceived brand personality and service loyalty. Perceived brand personality has a positive impact on service loyalty. Cognitive loyalty has a positive influence on attitudinal loyalty. Attitudinal loyalty has a positive impact on behavioral loyalty. Perceived brand personality has a mediating effect towards perceived call center service quality and service loyalty. Conclusion: In order to improve service loyalty, it is necessary to understand diverse variables. Call center service companies are required to find the ways to improve their service quality, while positively applying the techniques of differentiating the brand personality used by manufacturing companies.

• Journal of Ecology and Environment
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• 제29권4호
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• pp.331-335
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• 2006

We investigated the distribution of three anuran species, Three-striped pond frogs (Rana nigromaculata), Bullfrogs (Rana catesbeiana), and Narrow-mouthed toads (Kaloula borealis), in an administrative district, Haenam Gun, Junnam Province, Korea using volunteer call surveys. Twenty-eight volunteer call surveyors were assigned to each $2{\times}2km^2$ survey plot. Call surveys on whether the species are present or not were conducted for 5 minutes between 30 minutes after sunset and the midnight on rice fields and ponds from 10 April to 28 August in 2005. Depending on species, call surveys were carried out at seven to 28 plots with average 8.4 to 10.7 visits per the plot. We calculated the detection probabilities and occupancy rates of the three species using four models with three covariates: temperature, humidity, and the amount of water at the habitat. The model average detection probabilities of three anuran species of R. nigromaculata, R. catesbeiana, and K. borealis were 0.53, 0.74, and 0.41 respectively, and the site occupancy rates of them were 0.93, 0.94, and 0.86 respectively. Our results indicate that R. nigromaculata, R. catesbeiana, and K. borealis are common in Haenam Gun.

• 한국인터넷방송통신학회논문지
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• 제16권5호
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• pp.111-116
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• 2016

미래창조과학부의 정보격차 실태조사에 따르면 장애인의 스마트폰 보유율은 일반인의 1/3 수준에 머물러 있어 장애인의 정보접근성은 비장애인에 비해 현저히 떨어지는 실정이다. 본 논문은 청각장애인의 모바일 음성 통화를 보다 편리하게 사용할 수 있도록 도와주는 어플리케이션인 CallHelper를 개발하였다. CallHelper는 전화가 오면 자동으로 구동되어 상대방의 전화음성을 텍스트로 실시간 번역하여 모바일 화면에 출력하고, 상대방의 음성에서 감정을 추론하여 이모티콘으로 시각화해서 표시하며, 음성과 번역된 텍스트, 감정을 동시에 저장하여 추후 번역결과를 확인해 볼 수 있도록 하는 어플리케이션이다.

• International Journal of Internet, Broadcasting and Communication
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• 제12권3호
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• pp.233-243
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• 2020

The purpose of this study was to investigate the changes in the use of mobile phones due to COVID-19. The subjects of this study were those who lived in Jeju City and used their own mobile phone for more than 2 years, and were included in adult men and women aged 15 to 80 years old. The purpose of this study was explained and a questionnaire survey was conducted on 156 people who agreed. The survey period lasted from June 15 to July 4, 2020. As a result, the daily use time and function of the mobile phone, which were used more than before the occurrence of COVID-19, increased. This was a statistically significant trend (p<0.001) with increasing trend after COVID-19 in all age groups. In addition, in the mobile phone function, all age groups used more 'KakaoTalk' than 'call', but it was found that only the group with less than 1 hour of daily using time used the call function a lot.

• 월간산업보건
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• 통권293호
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• pp.62-64
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• 2012

• 한국직업건강간호학회지
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• 제24권2호
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• pp.142-151
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• 2015

Purpose: The purposes of this study were to investigate the degree of presenteeism, which lowers productivity when call center workers come to work with illness, and analyze the factors influencing it. Methods: A survey was conducted for three months from July to September, 2013 to collect data. Questionnaires were distributed to 1,500 workers at 30 call centers in Seoul and Gyeonggi Province, of which were 1,274 returned and analyzed for the study. Results: The findings show that the call center workers scored 15.4 points out of the maximum 30 on presenteeism based on SPS-6. The study examined factors that affect the presenteeism of call center workers and identified inner emotional labor, depression, subjective health condition, age and turnover intention as those factors. Their presenteeism was low when they engaged in more inner emotional labor, and when they had a good subjective health condition. The presenteeism was high when they had a higher degree of depression, were young, and had a higher turnover intention. Conclusion: The findings call for a need to implement a mental health promotion program to resolve call center workers' depression at work, help them manage their emotional labor to lower their turnover intention, improve their subjective health conditions, and run a health management program to consider the uniqueness of the young age group in order to prevent their increasing presenteeism.