• 한국산학기술학회논문지
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• 제19권5호
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• pp.106-116
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• 2018

최근 기업의 대고객 비지니스에서 컨택센터의 역할은 대고객 접점으로서 점점 더 중요해지고 있다. 특히 IP기반의 컨택센터 시스템은 전화 외에 다양한 고객 채널을 수용하고 실시간 응대를 하기 위해 정보 시스템이 복잡하게 구성되어 있다. 하지만 지금까지 컨택센터를 위한 평가는 인바운드 컨택센터에 기반을 둔 고객 서비스 차원의 연구가 중심었다. 응대율, 서비스레벨과 같은 전통적인 고객만족도에 영향을 주는 지표들을 중심으로 컨택센터를 평가하고 성과 지표로 삼았다. 컨택센터가 가져야 하는 서비스의 특성과 이를 위한 정보 시스템에 대한 평가 모델에 대한 연구는 미흡하였다. TDM방식의 디지털 전화 시스템 중심에서 IP기반의 컨택센터로 변화된 최근의 컨택센터는 음성 전화외에 다양한 디지털 채널을 수용하면서 정보시스템의 역할이 중요해지고 있다. 특히 인터넷과 모바일의 발전으로 인해 지점이 줄어들면서 고객에 대한 비대면 대응이 중요해지면서 기업의 비즈니스에도 컨택센터는 많은 영향을 주고 있다. 이에 본 연구에서는 컨텍센터를 단순히 고객 서비스 측면 뿐 만 아니라 정보시스템 측면과 비즈니스측면에서 평가하기 위한 IP기반 컨택센터에 대한 평가 모델을 AHP기법을 이용하여 수립하고 이에 대한 실증 사례 적용을 통해 평가 모델을 검증한다. 특히 AHP 평가 항목의 객관성을 확보하기 위해 내용분석 기법을 활용하였다.

• 만화애니메이션 연구
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• 통권34호
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• pp.197-217
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• 2014

20세기 20~30년대는 중국만화가 제일 번영된 때이고 중국 만화의 "황금시기"이다. 중국의 근대만화는 외세에 의하여 정서불안과 전쟁 등으로 풍자만화가 유행하였고 그중 많은 인기작품들 중에서 영화와 드라마로 제작된 20년대의 <왕 선생>과 30년대의 <삼모 유랑기>를 선택하여 분석하였다. II장에서 20~30년대 중국 민국시기 영화, 소설, 잡지, 패션 등의 소비문화가 확대되었지만 그 중, 통속성과 대중성으로 인기를 끌었던 만화잡지의 역사, 30년대 만화 간행물 등의 만화 "황금시기"에 대하여 역사적인 고찰을 하였다. III장에서는 5.4운동이후 사회 풍자유머만화가 유행하였고 20년대 반제반봉건주의의 내용에서 현실생활화 되었고 사회의 부정적인 면을 묘사한 작품들이 유행하였다. 그 중 작가 엽천여는 <왕 선생>을 통하여 소시민의 일상생활, 관료의 부패, 노동인민에 대한 동정 등의 상해에 대하여 묘사하였고 장락평의 <삼모 유랑기>는 힘없고 불쌍한 고아를 통하여 상해의 부르주아와 프롤레타리아의 불공평한 사회제도, 빈부격차에 대하여 묘사하였다. <왕 선생>은 도덕적인 면에서 <삼모 유랑기>는 경제적인 면에서 현실에 대하여 객관적이면서 익살스럽고 우스꽝스럽게 반영하였다는 것을 알 수 있다. 연구자가 <왕 선생>과 <삼모 유랑기>를 선택하게 된 이유는 하나의 좋은 만화, 좋은 애니메이션 심지어 좋은 영화는 우리 주변에 대한 느낌에서 오는 감정을 자극하기 때문에 친근감을 느끼게 하며 익숙한 내용을 다룬 두 작품을 선택하게 되었다.

• 한국콘텐츠학회논문지
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• 제14권12호
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• pp.935-949
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• 2014

오늘날 기업들은 과거에 비해서 빠르게 변화하는 비즈니스 환경에 직면하고 있다. 이러한 급격한 변화는 기술, 자본 시장 구조 등의 분야에서 관찰되고 있다. 빠르게 변화하는 비즈니스 환경에서 경쟁하기 위해 기업은 지속적으로 소비자의 만족도를 충족시키기 위해 새로운 혁신적인 신제품을 출시하고 있다. 그러나 이미 과거에 성공을 한 제품에 비해서 새로운 혁신적인 제품은 소비자의 기술, 정서적 요구를 충족시켜주는 면에서 높을 불확실성을 가지고 있다. 따라서 기업의 마케팅을 새로운 혁신적인 제품의 실패를 줄이기 위해서 많은 노력을 했다. 이에 본 연구는 멘탈 시뮬레이션이 혁신적 신제품 평가에 미치는 영향을 연구하고 있다. 연구목적을 달성하기 위해 2(멘탈 시뮬레이션 : 과정 / 결과) ${\times}2$(제품 유형 : 쾌락재 / 실용재)의 집단 간 실험설계를 구성하였다. 제품에 대한 평가, 시용의도 및 구매의도에 미치는 영향력을 검증하였다. 연구결과, 과정 시뮬레이션에서는 실용적 제품의 평가가 더 높게 나타났으며, 결과 시뮬레이션에서는 쾌락적 제품의 평가가 더 높게 나타났다. 시용의도와 구매의도 역시도 동일한 방향으로 나타난다는 것을 확인할 수 있었다. 이를 통해 제품 유형별로 상이한 멘탈 시뮬레이션 전략이 필요하다는 것을 확인할 수가 있었으며, 고객들의 인지적 감정적 반응에 대한 숙고와 함께 혁신적 신제품의 출시 및 광고전략을 제시하여야 한다는 것을 논의하였다.

• 유통과학연구
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• 제12권2호
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• pp.49-57
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• 2014

Purpose - Theorists and researchers in the area of customer satisfaction generally agree that product satisfaction intervenes between expectancy disconfirmation and various post-purchase cognitive states including attitude and behavioral intention. Studies in a variety of settings have supported the effect of expectation and its disconfirmation on satisfaction, but only a small number of studies address the cognitive consequences of satisfaction decisions and none report data on choice processes such as brand selection. This study examines the influence of satisfaction and its determinants on behavioral intention and product preference in eight coffee shops across the country. Generally it was found in both overall and summed attribute analyses that satisfaction was a function of expectation and disconfirmation, that intention was a function of satisfaction, and that preference was influenced by satisfaction and disconfirmation, the latter having the greater effect. Research design, data, and methodology - The main objective of this study was to assess the dimensions of consumer selection and satisfaction in choosing a coffee shop. In order to achieve this objective, a study of coffee shops across the country was conducted. This study comprised in-depth questionnaires distributed to coffee shop customers. A survey was conducted from September 1, 2011 to September 30, 2011, involving franchise coffee shop, independently owned coffee shop, and roastery coffee shop customers. Results - Hypothesis 1-1, which states that coffee shop choice attributes differ based on the type of coffee shop, is accepted. It has a significance level of 0.05, according to choosing properties of coffee shop by convenience of transportation, varieties of beans, residence of the owner (manager), information, and relationships. Hypothesis 1-2, which states that satisfaction with the choice factor differs depending on the type of coffee shops, is accepted. The P-values for cleanliness and varieties of beans were 0.04 and 0.00, respectively, and have a significance level of 0.05, according to the satisfaction with the chosen coffee shop. Hypothesis 2-1, which states that the importance of the choice attributes in coffee shop selections differs based on the demographic characteristics of the customers, is accepted. According to the t-test result, convenience of parking and residence of the owner (manager) are significant. Hypothesis 2-2, which states that satisfaction with the choice factor will differ depending of the type of coffee shop, is accepted. According to the t-test result, convenience of parking and residence of the owner (manager) are significant. Conclusions - This study has shown that intention to revisit a certain shop is most likely correlated to satisfaction in all cases. In order to offer subsequent developments for coffee shops, this study also identifies relations between customer satisfaction and selection by finding significant factors. In order to maximize customers' satisfaction, coffee shops should analyze and satisfy customers' needs and wants in terms of coffee service. While the findings do not generalize beyond the mall sampling procedure used here, we have hopefully identified a close approximation of the process of satisfaction decisions used by consumers generally.

• 유통과학연구
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• 제11권2호
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• pp.23-33
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• 2013

Purpose - Numerous studies have tried to assess the role of a warranty as an explanatory instrument for product quality. While one study argued that manufacturers signal their superior quality to consumers by extending the duration of a warranty, quality is not necessarily related to warranty and a warranty for a short duration is a sign of high product quality. However, there are limitations to measuring product quality in terms of a single variable such as a warranty. Some other studies have evaluated the influence of brand power or value and price on the supposed quality of a product while the influence of warranty was found to be insignificant. Research design, data, methodology - The study analyzes the influence of brand power and the country of origin effect on consumers' perception of product quality in line with warranty and establishes a priority strategy. Especially, consumer experience has a significant influence on state of the art technology products like applied home electronics as these goods are generally quite expensive and consumers expend significant energy in purchasing them, so the associated warranty and brand can have a critical role in the decision making process. The price of the product was excluded in this discussion as it continually varies with the market share of the product. Results - The results of the analysis are as follows: First, each of the factors such as the standard of the warranty, brand power, and country of origin effect influences the degree of satisfaction of an individual. Second, the factors brand power and quality of the warranty interact both complementarily and synergistically at a time, depending on the brand power. As brand power is more significant, the degree of satisfaction is greater in case of products with low quality warranty compared to those with high quality warranty. Third, the brand power and country of origin effect present a complementary interaction. Fourth, the country of origin effect and quality of a warranty interact synergistically. Conclusions - Thus, the higher the quality of warranty, greater is the increment in the degree of satisfaction. The comprehensive study on the effect of the country of origin on the purchase decision process and the degree of satisfaction compared to the other elements shows that in case of Japanese and Korean markets the brand power of a company is desirable in sustaining the quality of warranty to the industrial average. Also, there is no significant improvement in the perceived quality of the product when the quality of the warranty is lowered. Therefore, the warranty effect diminishes when the value of the brand is known, while it perishes when both the brand power and the country of origin effect are strong enough.

• 보험의학회지
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• 제24권
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• pp.97-117
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• 2005

Internally Korean insurance market is that whole life products' growth are becoming slowdown that's why new insurance products have appeared on the market in consideration of consumer's needs recently. Externally domestic insurance market competitions has drifted from insurance industry to whole financial industry since bankasurance started. Life insurance companies should open up a new market to survive from severe competitions. Worksite marketing can be an alternative. An insurer make arrangements with an employer about an insurance terms which an insurer offers in Worksite marketing. Then eligible individuals enroll in the plans at their own discretion and pay 100 percent of the premium for coverage through payroll deductions. An employer doesn't need to pay extra money for additional benefit but can raise employee's loyalty and satisfaction of company through worksite marketing. An employee can be covered at discounted premium rate and less strict underwriting guidelines to an insurer compared to individual insurance. In developed countries specially U.S insurance market, Worksite marketing is getting very popular and growing rapidly due to the advantages. Worksite marketing has both individual insurance characters and group insurance characters. Individual insurance characters are that employees enroll in the plans at their own discretion and pay 100 percent of the premium for coverage. Group insurance characters are that actively at work and participation etc. An insurer have to reflect these two characters on Worksite marketing when an insurance company work out a plan for developing products and underwriting guidelines. When an insurer devise worksite products, one should consider participation level which means percentage of eligible employees participating. Participation is related to anti-selection. As we know underwriting is essential for every kind of insurance, especially underwriting plays major role in worksite marketing. We can see that in the below. Firstly, it has a function in calculation of premium rate. When calculate premium rate for worksite products underwriters have to estimate expected participation level and risk factors. So underwriters and acturies keep in close contact with each other. Secondly, underwriting methods are important. When an insurer underwrite worksite products, there are three kinds of underwriting methods. These are Simplified issue underwriting, Full underwriting and Guaranteed issue underwriting. Simplified issue underwriting typically requires no medical examination, but usually requires supplying satisfactory answers to one or several health and/or lifestyle questions. Full underwriting requires a complete medical history questionnaire that may further require an exam. Guaranteed issue underwriting means that coverage is issued without the employee having to provide evidence of insurability. When insurer set the GI limit are usually based on the type of industry, number of eligible employees, the average amount of coverage and participation level. In addition to insurer should have a clear definition of eligible employee on the insurance provision and application form. It will minimize possibility of trouble claims and anti-selection. An insurer also establish preexisting condition exclusion and special guidelines for late entrants. When an insurer introduce Worksite marketing to Korean insurance market, an insurer has to examine market research to analyze potential market and strategy of sales most of all. Also an insurer should review real situation of the U.S, England and Japanese market etc. There are a lot of new technologies about worksite marketing process that an insurer should learn. When an insurer consider many things which we explained it can be a real alternative.

• 한국언론정보학보
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• 제69권
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• pp.71-110
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• 2015

디지털 창의 노동이란 문화화와 소비주의가 확장하며 노동질서의 유연성과 불안정성이 격화하고 신자유주의적인 이념이 지배적인 자본주의 사회에서, 자유 자율 자발을 추구하는 에토스와 문화적 창의성과 참여를 지향하는 실천들이 디지털 네트워크를 매개로 왕성하게 촉발, 발현, 교통되고, 이들이 정치 경제 문화 권력과 다양한 방식들로 접합 혹은 분절하는 노동 문화를 의미한다. 디지털 창의노동은 개인의 자유를 기치로 표방하는 신자유주의적인 이념 체제 안에 있으면서도 기업화된 디지털 자본주의의 자장 안에서 생성되기에 통치권력과 주체형성의 모순과 갈등으로부터 결코 자유로울 수 없다. 창의성과 열정, 자기 혁신과 성공적인 미래와 같은 긍정적 가치가 강조되는 동시에 이것을 실행하는 경제적 합리성과 자기 경영의 원리가 중시된다. 그 과정에 주체의 의지, 기업의 경영기술, 대중의 익명화된 권력, 사회적으로 팽배한 상상과 환영의 힘들이 개입하면서 자기 통치적인 주체가 형성된다. 이처럼 디지털 창의노동자는 창의성과 자유의 문화적 가치를 지향하고 디지털 네트워크의 참여성과 자발성의 가치를 추구하기에 오히려 신자유주의적인 경제 체제에 타협적으로 접합되는 역설 안에 있다.

• 가정과삶의질연구
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• 제30권2호
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• pp.137-152
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• 2012

The graying of populations is emerging as an international issue around the world, and this is a problem that is rapidly advancing in Korea as well, signaling the need for financial preparations for the aged. For this purpose, various retirement pension systems are being employed as preparatory measures for the nation's elderly. Using data from 1474 people in the 2007 panel study of National Security for the Retired, the present work attempts to look at satisfaction rates with regard to public pension receipts for the national pension and special occupational pensions according to general characteristics and factors related to the preparation for an aging society. Satisfaction with retirement pension receipts according to the type of pension was high for special occupation retirement pensions, individual retirement pensions and the national retirement pension, in that order. Looking at satisfaction rates based on the general characteristics of pension recipients, the study revealed that for the national pension, satisfaction was highest for groups with above-average physical and psychological health, groups who think appropriate living expenses for the elderly are lower, groups in which a partner also earns income, and groups who had amply prepared for their expected living expenses in later life. Regarding special occupation retirement pensions, satisfaction was high for groups over the age of 70, groups with good psychological health, and groups sufficiently prepared for their living expenses in later expenses, compared to groups for which these factors did not apply. In terms of the relative influences impacting retirement pension recipient satisfaction, satisfaction with the national pension was highest when the primary source to cover elderly living expenses was a resource other than income earned by the recipient and their partner and/or income received from children. Concerning special occupation retirement pensions, satisfaction was highest among those whose education terminated before middle school, and for those in good physical health. Based on the above results, it is vital that plans exist for preparing sufficiently for the living expenses of the elderly and for facilitating the physical and psychological health of pension recipients. Plans are also necessary to, ensure that citizens are provided with easily accessible educational programs and activities regarding general installment savings and deposits, stocks and bonds, real estate investments, individual retirement pensions, private insurance, severance pay pensions, and public pensions.

• 한국환경과학회지
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• 제20권9호
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• pp.1087-1093
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• 2011

The mixotrophic marine ciliate Mesodinium rubrum possesses a highly modified algal endosymbiont as a nutrition source for the species. Accordingly, we assumed that the species can reflect the ecotoxicity on marine producer (as phytoplankton) and consumer (as zooplankton) both. A series of experiments were conducted to identify the potential of the species as a standard test species for marine ecotoxicological study. The comparison of species sensitivity on reference toxic materials was made using potassium dichromate for phytoplankton and copper chloride for zooplankton. The ciliate revealed the highest sensitivity on both reference materials among the seven test species including phytoplankton, benthic copepod and rotifer species. The toxicity end point of the species was 72hr-$EC_{50}$=1.52 mg/L (as potassium dichromate) estimated by population growth inhibition (PGI), which is more sensitive than the most sensitive phytoplankton Skeletonema costatum (72hr-$EC_{50}$=3.05 mg/L). As comparison to rotifer, it also revealed higher sensitivity on copper chloride; 72hr-$EC_{50}$=0.38 mg/L for ciliate and 48hr-$EC_{50}$=0.48 mg/L for rotifer. Also, the elutriate toxicity test of various ocean disposal wastes were conducted to identify the potential of ciliate toxicity test application using industrial waste sludges. The toxicity of leather processing waste sludge was highest on the ciliate, followed by dyeing waste sludge and dye production waste sludge as an increasing order of toxicity. 72h-$EC_{50}$ of ciliate PGI test was 1.83% and that of S. costatum 3.84% for leather waste sludge which showed highest toxicity. The toxicity test results also revealed that the highest sensitivity was observed on ciliate species on ocean disposed sludge wastes. Also, ciliate toxicity test well discriminated the degree of toxicity between sludge sources; 72h-$EC_{50}$ values were 1.83% for leather processing waste sludge, 16.75% for dye production waste sludge and 27.75% for textile production waste sludge. Even the laboratory culture methods of the species were not generally established yet, the species has high potential as the standard test species for marine toxicity test in terms of the dual reflection of phyto- and zooplankton toxicity from single test, sensitivity and test replicability.

• International Journal of Human Ecology
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• 제8권1호
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• pp.67-78
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• 2007

The aim of this paper was to compare differences and similarities of farmhouses between Denmark and Korea as a cross-cultural study. Farmhouses built during the 18th and 19th centuries in Denmark, and ones from Chosun Dynasty (AD. 1392-1910) in Korea were targets of this study. Literature study and field trips to districts and open-air museums in both countries were used. Field trips were carried out during summer of 2005 in Denmark, and fall of 2005 in Korea. Detailed comparisons focused on farmhouse plans, the use of rooms and furnishing, and building materials. As a conclusion, some differences were found between the two countries. In terms of farmhouse plans, square types with four wings, and parallel types were the most frequent forms in Denmark, while a few types, such as the "I", "L", "U" shapes and square types, were more frequently found in Korea. In Denmark, the most important room was the dwelling-room, in which daily family life took place. Every member of the family slept, ate, and worked here, and kept geese and young animals during the winter season. Therefore, this room was laid out in the center of the house. However, Anbang, the most important room in Korea, was not situated in the best part of the house. Instead, the Daechung-maru occupied the center and the best place because the daechung-maru, in which the ancestral ceremony was held, was thought of as more important than a place for live people. Also the use of rooms and furnishing was quite different between the two countries, reflecting each life style. Danish furnishings represented practical daily life, while Korean furnishings reflected more conceptual aspects. It might have resulted from Confucianism in the Chosun Dynasty, which ruled daily life and even influenced use of rooms and furnishings. In other word, philosophy influenced common peoples' daily life and living environment. With reference to building materials, there was rarely a difference between the two countries. Major materials for farmhouse were quite common, such as half-timbering wood and clay, but the difference was in bricks and roof coverings. Bricks were rarely used in Korean farmhouses, while rice-straw was rare for the roof of a Danish farmhouse. Of course, the choice of materials was strongly affected by the local surroundings and overall environment. This result can give some clues for design ideas when architects and interior designers plan housing that is adapted for local peoples. This kind of cross-cultural study can also contribute to one's understanding of foreign culture, especially in housing and culture. And, it can broaden one's insight of design ideas for designers who have to compete frequently with designers in foreign countries.