• 한국항공운항학회지
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• 제31권4호
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• pp.45-55
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• 2023

This paper calls attention to the central problem of the influence of identifying the determinants of airport duty-free store customers perceived innovativeness, pursuit benefits and value-congruency on the behavioral intention. The data is completed with 307 adults with purchasing experience of airport duty-free store O2O integration service which brings sufficient convenience to consumers. The content analysis results show that the influence factors of innovation characteristics, consumer pursuit benefits and value-congruency affect the behavioral intention in various aspects. The result suggests that we should upgrade the innovate functionality and improve the service quality based on consumer needs. Finally, this study discusses implications for theory and practice, indicates limitations, and concludes with some suggestions for future research.

• 한국IT서비스학회지
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• 제18권3호
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• pp.17-35
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• 2019

Call centers do not simply play a role of responding to customers' calls, but they have developed into a core unit for maintaining competitiveness through services, marketing, or sales. Since the service quality of call centers heavily affects customer satisfaction, organizations have focused on enhancing it by reducing waiting time and increasing service level. One of the techniques, which improve the service quality of call centers, is to employ multi-skilled agents that can handle more than one type of calls. This study deals with three issues relevant to multi-skilled agents. First, we analyze how the way of allocating a specific group of agents to a set of skills affects the performance of call centers. Secondly, we investigate the relationship between the number of multi-skilled agents and the performance of call centers. Finally, we examine the impact of agent selection rules on the performance of call centers. Two selection rules are compared : the first rule is to assign a call to any available agent at random while the other rule is to assign a call preferably to single-skilled agents over multi-skilled agents when applicable. Based on simulation experiments, we suggest three implications. First, as the length of cycles in the agent-skill configuration network becomes longer, call centers achieve higher service level and shorter waiting time. Secondly, simulation results show that as the portion of multi-skilled agents increases, the performance of call centers improves. However, most of the improvement is attained when the portion of multi-skilled agents is relatively low. Finally, the agent selection rules do not significantly affect the call centers' performance, but the rule of preferring single-skilled agents tends to distribute the workload among agents more equally.

• 한국소음진동공학회:학술대회논문집
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• 한국소음진동공학회 2007년도 추계학술대회논문집
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• pp.939-942
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• 2007

Vacuum cleaner is a close life product that can remove various dusts from our surroundings. However well vacuum cleaner clean our environments, many people are looking away from it, due to its loud noise. Its noise causes a big trouble in the usual life, for example, catch calls, TV watching and discussing etc. To reduce these inconveniences, noise reduction methods and systematic design of low noise vacuum cleaner are studied in this paper. At first, sound quality investigation is performed to get the noise level and quality that make people TV watching and catch calls available. Based on the European and domestic customer SQ survey result, sound power, peak noise level and target sound spectrum guideline are studied and introduced. As a second, precise product sound spectrums are designed into each part based on the sound quality result. Fan-motor, brush, mainbody, cyclone spectrums are decided to get the final target sound based on the contribution level. Fan-motor is the major noise source of vacuum cleaner. Specially, its peak sound, RPM peak and BPF Peak, cause the people nervous. To reduce these peak sounds, high rotating impeller and diffuser are focused due to its interaction. A lot of experimental and numerical tests, operation points are investigated and optimization of flow path area between diffusers is performed. As a bagless device, cyclones are one of the major noise sources of vacuum cleaner. To reduce its noise, previous research is used and adopted well. Brush is the most difficult part to reduce noise. Its noise sources are all comes from aero-acoustic phenomena. Numerical analysis helps the understanding of flow structure and pattern, and a lot of experimental test are performed to reduce the noise. Gaps between the carpet and brush are optimized and flow paths are re-designed to lower the noise. Reduction is performed with keeping the cleaning efficiency and handling power together and much reduction of noise is acquired. With all above parts, main-body design is studied. To do a systematic design, configuration design developments technique is introduced from airplane design and evolved with each component design. As a first configuration, fan-motor installation position is investigated and 10 configuration ideas are developed and tested. As a second step, reduced size and compressed configuration candidates are tested and evaluated by a lot of major factor. Noise, power, mass production availability, size, flow path are evaluated together. If noise reduction configuration results in other performance degrade, the noise reduction configuration is ineffective. As a third configuration, cyclones are introduced and the size is reduced one more time and fourth, fifth, sixth, seventh configuration are evolved with size and design image with noise and other performance indexes. Finally we can get a overall much noise level reduction configuration. All above investigations are adopted into vacuum cleaner design and final customer satisfaction tests in Europe are performed. 1st grade sound quality and lowest noise level of bagless vacuum cleaner are achieved.

• 디지털융복합연구
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• 제15권4호
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• pp.127-137
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• 2017

스마트폰은 전화 통화와 정보 교환 수준의 장치에서 종합적 문화서비스 플랫폼으로 변화하고 있다. 스마트폰의 모바일 앱 서비스에 대한 만족도는 스마트 비즈니스에서 매우 중요한 요소라고 할 수 있다. 본 논문에서는 모바일 앱 서비스의 결과품질, 유동적 상호작용품질, 서비스스케이프, 비용이 고객만족에 미치는 영향을 분석하였고, 특히 서비스가 유료 혹은 무료 인가에 따른 고객만족에 미치는 영향을 알아보았다. 이를 위하여, 중국 모바일 앱 서비스 이용자로부터 모바일 앱 서비스의 서비스 품질에 관한 설문 데이터를 분석하였다. 또한, 유료와 무료 모바일 앱 서비스의 조절효과를 분석하였다. 연구 결과 고객이 인지하는 모바일 앱 서비스의 결과품질, 서비스 스케이프 품질과 비용은 고객만족에 정의 영향을 미침을 확인하였다. 또한, 고객이 인지하는 모바일 앱 서비스의 비용이 고객만족에 미치는 영향은 무료모바일 앱 서비스가 유료 모바일 앱 서비스보다 더 유의하게 나타났다. 본 논문은 유료 모바일 앱 서비스를 제공하거나 무료에서 유료로 모바일 앱 서비스를 전환하려는 모바일 앱 서비스 제공회사에게 수익창출의 대안으로 활용될 수 있다.

• 한국음향학회지
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• 제21권1호
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• pp.27-36
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• 2002

VoiceXML (Voice extensible Markup language)은 음성 대화를 웹의 마크업 언어로 기술할 수 있는 차세대 대화형 음성 서비스를 위한 표준이다. 현재 발표된 VoiceXML 1.0 사양은 음성대화의 기술에 초점을 두고 있으며, 음성 서비스의 시작 시점에 관해서는 언급이 없다. 본 논문에서는 사용자에 의해 시작하는 주문형 (on-demand) 음성 서비스 (inbound call) 뿐만 아니라, 최근에 고객관계관리 (CRM: Customer Relationship Management) 등에서 요구되는 시스템에 의한 푸쉬형 음성 서비스 (outbound call)가 가능한 VoiceXML 플랫폼을 설계하고 구현하였다. 또한, 본 논문에서는 W3C (World Wide Web Consortium)의 호 제어 요구사항 (Call Control Requirements)을 바탕으로 음성 대화 중에 팩스 송수신이 가능하도록 VoiceXML 문서형 정의 (UTD: Document Type Definition)를 확장하였다.

• 유통과학연구
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• 제22권1호
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• pp.25-36
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• 2024

Purpose: The study attempts to explore the operational performance of the existing Malaysian logistics companies and the extent of their adoption of digitalization. The role of digitalization in enhancing the performance of companies in the logistics industry in Malaysia, for value creation, is the topic of study. Research design, data and methodology: A qualitative research method with a semi-structured interview approach was applied and judgmental sampling was used as the sampling technique to collect data. The research has chosen nine companies in the logistics industry in Peninsular Malaysia, with the interviews aimed at eleven members of top and middle-level management. Data analysis was performed using logical system techniques to examine and evaluate data, reorganizing feedback, comparing it with literature, and transforming it into structured, valuable information after interviews. Results: The study revealed mixed opinions on digitalization in logistics, despite its potential benefits such as improved operational efficiency, real-time information, and customer service. However, high costs may hinder financial performance and require revisions due to stakeholder involvement. Conclusions: The Malaysian logistics industry's adoption of digitalization is gaining traction, with most companies satisfied with their status. However, challenges like cost and inefficiency persist, prompting calls for government support to improve efficiency and reduce costs while ensuring sustainable transportation.

• 한국전자거래학회지
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• 제8권3호
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• pp.177-195
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• 2003

전통적인 고객지원방법에서는 콜 센터와 서비스 센터가 고객의 질문과 요구 사항을 접수하고 응대하는 기능을 담당해왔다. 최근 인터넷의 급속한 확산에 따라 전화, 우편, 방문 등의 전통적인 고객과의 의사소통수단이 전자우편과 인터넷 게시판과 같은 웹기반의 고객지원시스템으로 전환되고 있다. 인터넷 게시판은 기본적으로 고객의 질문에 관리자가 응답하는 시스템이므로 고객이 응답을 받는데 시간이 걸리는 제약이 있다. 이러한 시간적 제약을 해결하기 위하여 고객이 인터넷을 통하여 고객지원시스템에 접속하여 미리 구축된 지식 데이터베이스로부터 원격에서 질문에 대한 응답을 받을 수 있도록 공통적인 질문과 응답을 FAQ와 같은 형태를 제공한다. 그리고, 인터넷 게시판에 다양한 내용과 형태의 질문이 혼재되어 사용됨으로써 응답과 관리상의 어려움이 많다. 따라서 질문들을 체계적으로 분류하여 FAQ를 만들고, 인터넷 게시판의 관리작업을 지원하기 위한 도구의 필요성이 대두되고 있다. 본 연구에서는 키워드와 키워드들간의 친밀도를 이용하여 벡터형태로 표현한 질문들간의 유사 도를 계산하여 질문들을 클러스터링 하는 방법을 제안한다. 제안한 방법은 기본적으로 자동으로 질문들을 분류하지만, 내용이 애매모호한 질문의 경우 사용자가 상호작용을 통하여 사용자의 판단을 받아들일 수 있도록 개발되었다. 그리고, 제안한 방법의 성능을 평가하기 위하여 프로토타입 시스템을 개발하고 제한된 상황하에서 실험을 수행하였다.

• 한국IT서비스학회지
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• 제13권2호
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• pp.219-250
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• 2014

Corporations look for their competitiveness in many different areas, and one of them is customer call center, which provides professional, special service to the customers. The importance and the value of realization of customer satisfaction at each call center have become significant as it plays a leading role and is responsible for customer recreation and follow-up services. This study held in-depth interviews with 3 groups of professional call representatives (categorized by experience) from popular property and life insurance companies in Korea who operate in and outbound calls. Three variables, emotional quotient, organizational citizenship behavior (OCB), and IT utilization skill, were selected and it was observed how these variables affect the job performance of in and outbound call center representatives. The importance of the relationship between the variables and the key factors in the future direction of improvement of the call center representative organization was analyzed. Emotional quotient refers to the ability to recognize and use the emotion of oneself and others. It was considered it would be effective in enhancing the counseling ability of call center representatives, This study identifies the effect of emotional quotient on job performance and organizational citizenship behavior, which is defined as actions outside of normative roles in the organization. Also, the study aims to prove the effect of emotional quotient on the rapidly developing IT utilization ability in relation to job performance. As a result, it was found that service career (3 months, 3 years, 10 years) had a significant effect on the key factors that affect the organization-emotional quotient, IT utilization skill, and OCB. Especially for OCB, it was considered relatively less important to the new employees, while it greatly affected the job performance, rate of settlement, and sustainment of the working life for those with longer experience. Also, the result of the interview for each variable differed by the service career. Emotional quotient, IT utilization skill, and OCB were close connection for the representatives with longer experience than for those with shorter experience. And the level of intimacy of their relationship with job performance was in proportion to the years of service. Thus, to secure stability for the call center representatives and enhance their job performance continually, the importance of emotional quotient and IT utilization skill shall be reflected in the operation process actively. In particular, in order to lead a organization with outstanding culture, a management system shall apply OCB from the recruitment process.

• 대한안전경영과학회지
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• 제15권1호
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• pp.11-19
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• 2013

In modern systems design and development, one of the key issues is considered to be related with how to reflect faithfully the stakeholder requirements including customer requirements therein, thereby successfully implementing the system functions derived from the requirements. On the other hand, the issue of safety management is also becoming greatly important these days, particularly in the operational phase of the systems under development. An approach to safety management can be based on the use of the failure mode effect and analysis (FMEA), which has been a core method adopted in automotive industry to reduce the potential failure. The fact that a successful development of cars needs to consider both the complexity and failure throughout the whole life cycle calls for the necessity of applying the systems engineering (SE) process. To meet such a need, in this paper a method of FMEA is developed based on the SE concept. To do so, a process model is derived first in order to identify the required activities that must be satisfied in automotive design while reducing the possibility of failure. Specifically, the stakeholder requirements were analyzed first to derive a set of functions, which subsequentially leads to the task of identifying necessary HW/SW components. Then the derived functions were allocated to appropriate HW/SW components. During this design process, the traceability between the functions and HW/SW components were generated. The traceability can play a key role when FMEA is performed to predict the potential failure that can be described with the routes from the components through the linked functions. As a case study, the developed process model has been applied in a project carried out in practice. The results turned out to demonstrate the usefulness of the approach.

• 현장농수산연구지
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• 제17권1호
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• pp.21-43
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• 2015

Korean floricultural industry has grown under the full backing of government, as it placed itself as the main export item since 2000s. Despite its high-speed growth after the domestic production scale of trillion won, the floricultural industry lost its pace after 2005, due to the market-opening of agricultural product and global economic depression. Although the national income is growing and the level of civilized living is following, spending on flowers is faltering. As of such circumstances, necessity for analyzing flower consumption trend and behavior has came out, along with the calls for expansion plan of flower consumption, under the basis of result analysis on consumer reports. The result of the research contains the trend/consumption behavior analysis on domestic and foreign flower industry to boost floricultural industry, along with reviews on various studies of the developmental process of domestic and foreign cut-flowers/pot-plants consumption trend. Also this study has reached to the various recognition of people toward flower, through a public survey. Through such results, this study would like to propose the measures for diffusion of flower-consumption culture, achieving the improvement of life-quality of public along. First, efforts on reviewing the customer accessibility is essential to create flower- culture and the consumption. Second, to eliminate the obstacles that prevents flowers from public's daily life is essential. Third is the effective public-relations on flowers. To create consuming culture and to adhere the positive images, it is essential to research and systematically organize categories of color, scent, and elements of flower and utilize them. Last proposal is the organization of flower-concerned personnels and the leading groups. The change is affected by the economical, social environment, along with the emotions of consumers. Therefore the necessity for the leading group to be the control-tower of such changes are very clear.