• 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 Digital Convergence
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• v.14 no.4
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• pp.201-208
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• 2016

Recently, non-standard techniques of web like Active-X caused not only user inconvenience but also barriers to the business of Internet. The government recognized that the serious environmental situation of using Internet is needed to be improved. Especially, HTML5 convergence technology is meant to be a specific platform over the devices, users, and systems. It also means web standards to support more creative business service model and emerging market. In this paper, we performed a survey on Web standards compliance and web development professional level of domestic web developers. In addition, we present the basic direction of government policy of software and software-positive human resources policy, that is based on the analysis of the survey results. Our study will be able to contribute to construct policies to support digital convergence industry and to strengthen technical assistance and expertise to build training programs for the spread of global Web standards (HTML5).

• Journal of Information Management
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• v.36 no.2
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• pp.153-172
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• 2005

Currently the copyright law and the online digital contents industry development law aim to protect the producers of databases and digital contents. A report on databases in the United States describes that an additional protection of databases is needed as databases get more significant in terms of science and economy and become a key factor on Internet. At this moment, Korea does not recognize the importance of databases of science and technology when we look into any public or civil organizations. Accordingly this paper deals in depth with overall issues surrounding the regal protection of science and technology databases, key contents for science and technology databases protection by current laws, and additional protection problems. Considering that the industry of science and technology databases plays a pivotal role in the securement of national competitiveness, the preparation of legal measures to properly protect databases as one of the policies for the continuing development of databases should not be overlooked.

• Journal of Digital Convergence
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• v.11 no.1
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• pp.75-88
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• 2013

This is the time that political effort is required to encourage domestic companies to expand overseas facing internationalization. Regarding exportation, not only major companies, but SMEs also should be greatly concerned. As for the case of SMEs, it has been thought to be as inferior brand image in domestic market, but as world market such as China is very huge and diverse. There is high possibility of increasing in export of SMEs with concerns. To strengthen the competitiveness and develop the potential of SMEs, promoting renovation of system is a must, over the renovation of skill or management. It is important to figure out the degree of contribution and route for exports, since every company has different aspects. Therefore, the purpose of this study is to calculate the degree of contribution of Korean SMEs, and to find further improvements by understanding export route. It also tries to suggest proper policies to vitalize SME's export.

• Journal of Digital Convergence
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• v.17 no.10
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• pp.433-438
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• 2019

In this paper, the write analysis the application of basic video content of Mobil Device Platform in China and studies the future development scheme. According to the survey, as of 2019, 78% of Chinese total population is the Internet service users and application software users. Mobile Device Platform is independently developed to provide video content application services, which already have 640 million video application users from 2013 to the present. 65% of users install and use more than two video content applications. In China TikTok, Kuai Shou, MeiPai and other video content applications, not only can easily achieve simple user interface and users can directly shoot video content. These production functions is different from YouTube, a famous video platform in the United States. In the video platform market, the core competitiveness is content creation. In the future, the integration of video content of VR, AR and other video projects will expecte to further activate the video platform market.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.12
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• pp.709-716
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• 2018

This study designed a research model to improve the service quality of a Construction Technology Digital Library System (CODIL), which is operated to enhance the technical competitiveness of construction and engineering companies. SERVQUAL, LibQUAL+, and DigiQUALTM are models for measuring the library service quality. This study examined the factors used in SERVQUAL, LibQUAL+, and DigiQUALTM to objectively select the measurement factors used in the research model. This study selected the factors that reflect the characteristics of CODIL among the factors investigated. Next, this study was conducted with a sample of CODIL members. The correlations between the independent variables and a dependent variable were analyzed, and the factors and influence of CODIL on the user satisfaction were examined. These results can be used as useful data to improve the service of digital libraries in other specialized fields.

• Journal of Digital Convergence
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• v.20 no.3
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• pp.439-445
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• 2022

The purpose of this study is to analyze cases related to the jewelry industry, focusing on the social phenomenon triggered by NFT in the Web 3.0 era, and to find the useful direction in the jewelry industry. For finding the direction, I analyze the concept, definition, and characteristics of NFT. And the three characteristics, transparency and eternity and uniqueness are embedded in the strategies of the situation analyzed through the study. As a result of the study, It is important to analyze of the MZ generations, which is the main consumer group of NFT and to possess the digital agility needed in the Web 3.0 era. Through in the convergence researching between Metaverse and NFT in the future, I hope to contribute to strengthen the competitiveness of jewelry brand.

• Journal of Digital Convergence
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• v.11 no.2
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• pp.159-165
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• 2013

This kind of case study suggests a way for future's accounting standards under the complicated situation of K-IFRS. A change of accounting standards causes a severely different performance between K-IFRS and K-GAAP. Further, the change affects the whole business of the financial companies. As the K-IFRS is not a rule based accounting standard but a principle based accounting standard, companies have to keep their internal system in detail. Likewise, companies can get their competitiveness in the field.

• Journal of Digital Convergence
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• v.10 no.6
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• pp.61-69
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• 2012

The SW market has greatly growing up according as rapid progressing of the smart fusion, nowadays. But, the portion of Korea in the global SW market is no more than 2.2%. Especially, the portion of Korea's package SW is very much fragile than it of the global companies and lower than it of embedded SW in Korea. It is caused by weak competitiveness of Korea's package SW and the politic support of government is fainter than it of other SW kinds. So, this article will grasp the actual state of domestic package SW industry through data and case study, drew the improving problems of the package SW policy, and propose the cultivating policies of the package SW.

• Journal of Digital Convergence
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• v.8 no.3
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• pp.169-180
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• 2010

The current status of information management and information strategy of an enterprise may determine the future capability of the firm, thus the competitiveness in the market. Especially, in case of SME(small and medium enterprise), the level of information management and strategy gives the company readiness in the ever changing business environment. In this study, we investigate the information infrastructure of SMEs operating in Incheon Metropolitan areas whether they can meet the challenge in terms of network, software, IT education, IT finance, etc. We came up some suggestions which might be good alternatives and choices for IT decision makers in local and central government.