• 융합정보논문지
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• 제10권12호
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• pp.256-265
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• 2020

본 연구는 실패상황에서 서비스종업원지원인식이 고객의 부정적 침묵인 방어적 침묵과 체념적 침묵에 미치는 영향, 그리고 이러한 부정적 침묵이 고객의 관계유지의도에 미치는 영향에 대해 살펴보자 한다. 조사대상은 일반소비자로 하였으며 최종분석에 사용된 설문지는 총 220부이다. 탐색적 요인분석, 확인적 요인분석을 이용하였고 구조방정식 모형을 통해 가설을 검증하였다. 연구결과, 실패상황에서 서비스종업원의지원은 고객의 방어적 침묵과 체념적 침묵을 감소시키는 것으로 나타났다. 그리고 체념적 침묵은 관계유지의도를 감소시키는 것으로 나타났지만 방어적 침묵은 관계 유지의도에 유의한 영향을 미치지 않는 것으로 나타났다. 또한 체념적 침묵은 방어적 침묵보다 관계유지의도에 미치는 부정적 영향이 더 높은 것으로 나타나 체념적 침묵이 방어적 침묵보다 더 좋지 못한 침묵인 것으로 나타났다. 본 연구는 고객의 말이 아닌 고객의 침묵을 통해 침묵속에 다양한 동기가 있음을 살펴볼 수 있었다. 또한 고객침묵으로 인해 나타나는 부정적 결과, 그리고 이러한 침묵을 감소시킬 수 있는 요소들에 대해 살펴봄으로써 고객의 침묵에 관심을 가질 수 있는 계기를 제공하고 있다.

• 음성과학
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• 제10권4호
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• pp.117-124
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• 2003

Speaker recognition is the technology that confirms the identification of speaker by using the characteristic of speech. Such technique is classified into speaker identification and speaker verification: The first method discriminates the speaker from the preregistered group and recognize the word, the second verifies the speaker who claims the identification. This method that extracts the information of speaker from the speech and confirms the individual identification becomes one of the most efficient technology as the service via telephone network is popularized. Some problems, however, must be solved for the real application as follows; The first thing is concerning that the safe method is necessary to reject the imposter because the recognition is not performed for the only preregistered customer. The second thing is about the fact that the characteristic of speech is changed as time goes by, So this fact causes the severe degradation of recognition rate and the inconvenience of users as the number of times to utter the text increases. The last thing is relating to the fact that the common characteristic among speakers causes the wrong recognition result. The silence parts being included the center of speech cause that identification rate is decreased. In this paper, to make improvement, We proposed identification rate can be improved by removing silence part before processing identification algorithm. The methods detecting speech area are zero crossing rate, energy of signal detect end point and starting point of the speech and process DTW algorithm by using two methods in this paper. As a result, the proposed method is obtained about 3% of improved recognition rate compare with the conventional methods.

• 대한기계학회논문집A
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• 제30권2호
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• pp.202-209
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• 2006

As the economic power is improved and the customer's demand is hard to please, the noise and vibration is the most important yardstick that can determine the quality of the product. Especially, as the airconditioner's demand increase suddenly, the product of quality and the noise is becoming a decisive factor of determining whether purchase the product or not. Therefore, every manufactory is investing a lot of money and research to cut down the unpleasantness induced from noise and vibration. And they are emphasizing their product's difference by advertising a silence very actively. With these reason, the demand of a silent indoor air-conditioner is the essential research filed when the product is develop(:d. In this study, the noise and vibration is visualized in the space and frequency domain by using experimental methods such as operational deflection shape (ODS), modal testing and sound intensity. Also the location of noise source and its characteristic is analyzed in an acoustical point of view to reduce the structure borne noise that come from the fan motor, and the pertinent control method is suggested. Furthermore, the most suitable shape of the motor bracket is suggested by applying FEM and DOE (Design of experiments) in the noise and vibration point a view.