• 산경연구논집
• /
• 제11권10호
• /
• pp.49-58
• /
• 2020

Purpose: The purpose of this study was to examine the differential effect of workforce diversity on employee productivity and its subsequent impact on customer experience. Research design, data and methodology: A once-off cross-sectional research design was used in this study where the Zimbabwean civil service was targeted. Randomization was used to collect 324 validated responses. The study focused on both primary (age and gender) and secondary (education and political affiliation) dimensions of workforce diversity. Results: The results were confirmatory that workforce diversity is a significant predictor of employee productivity (β = 0.668, P < 0.05), at the same time employee productivity holds explanation to customer experience by 37%. Results also revealed that gender diversity, educational diversity and political diversity were significant determinants of workforce diversity (P < 0.05). However, the study established that age diversity was not a significant factor in enhancing employee productivity (P > 0.05). Conclusions: The study concluded that workforce diversity is a powerful tool in enhancing both customer experience and employee productivity. As such, the latter can be augmented through shrewd workforce diversity practices as championed by management. To that end, the study recommends the development of a workforce diversity framework which promotes inclusivity.

• 한국IT서비스학회지
• /
• 제19권5호
• /
• pp.125-136
• /
• 2020

The subject of this study is user experience analysis for OTT mobile app services. Application service quality was quantitatively measured by utilizing KS-eSQI evaluation model from a service quality perspective. The purpose of this analysis is to analyze how service reuse and other people's intention to recommend services are affected by service quality. In addition, further analysis of user experience will qualitatively look at what efforts are needed to improve OTT service quality and provide a user-friendly environment. According to the survey, the higher the level of KS-eSQI service quality, the higher the reuse of OTT services and recommendation of others. In particular, the dimensions of primary services and unexpected additional services had a higher impact on customer loyalty and recommendation of others than in other industries. Moreover, the following three implications were found to improve app services from a customer experience perspective. First, images and video thumbnails that highlight the strength of the content they provide should be actively utilized. Second, it is necessary to provide service companies with evidence for data-based work recommendations. Third, it should provide a viewing environment in which users can respond more intelligently to the various situations and conditions when they actually watch.

• 전자공학회논문지 IE
• /
• 제48권3호
• /
• pp.33-39
• /
• 2011

현장실습 제도는 대학생들의 실무능력 향상을 위한제도이다. 이러한 현장실습제도는 대학의 정규 교육과정과 산업현장의 일을 연계한 학습경험 및 활동이다. 효율적인 현장실습제도를 실천하기 위해서는 기업과 대학, 학생 그리고 정부의 관심과 도움이 필요하다. 그러나 대부분의 산업체는 현장실습을 위한 전담직원이나 별도로 확보된 예산이 없는 상태에서 현장실습 인력을 수용하기가 어려운 현실이다. 그렇기 때문에 대학은 현장실습제도를 운영하는데 가장 큰 애로사항으로 실습을 위한 산업체를 확보하는 일이라고 할 수 있다. 그리고 학생들은 보다 선진화된 시설과 장비를 갖추고 있는 산업체에서 정당한 보수를 받고 실습에 참여하고 싶지만 현실적으로는 상당히 어려운 상황이다. 그러므로 본 논문에서는 효율적인 산업체 현장실습제도를 운영하기 위해서 산업체 현장실습 운영과정을 위한 모델과 방법론을 제시하였다. 제시된 운영과정 모델과 방법론을 기반으로 현장실습제도가 운영된다면 학생들은 산업체의 현장 경험으로 창의력과 순발력을 발휘할 수 있는 기회와 다양한 차원의 교육을 받을 수 있는 현장실습 제도가 운영될 것으로 기대한다.

• 농촌지도와개발
• /
• 제23권1호
• /
• pp.1-14
• /
• 2016

The purpose of this study was to examine the relationships among experience, perceived value, and satisfaction of rural tourists based on the experience economy(Pine, & Gilmore, 1998; 1999). In addition, this study included the moderating effect of length of stay on the proposed relationships. This study was attempt to develop measurement scales based on the theory of experience economy(Pine, & Gilmore, 1998). Data were collected from 481 visitors by field survey from the 10 rural tourism communities. SPSS 20.0 and Amos 18.0 statistical package were used for frequency, reliability, confirmatory factor, and structural equation modelling analysis. The results of a confirmatory factor analysis yielded four dimensions of experience(esthetics, education, escape, and entertainment). The results of structural equation modeling indicated that entertainment, esthetics, and education had positive effects on perceived value, which in turn had a positive effect on satisfaction. In addition, length of stay moderated the relationships among experience, perceived value, and satisfaction. The entertainment and esthetics among experience factor had an effects on perceived value in the group of day visit group, and the entertainment, education, and esthetics among experience factor had an effects on perceived value in the group of stay night group. And the perceived value had a positive effect on satisfaction in the all group. Therefore, in order to increase rural tourists' satisfaction effectively, practitioners needs to develop rural tourism products by considering area of experience economy including tourists' length of stay.

• 지식경영연구
• /
• 제15권3호
• /
• pp.121-140
• /
• 2014

Many firms have been utilizing SNSs such as Facebook and Twitter actively in order to boost interactions with customers that promote product and service innovations and effective marketing. Although positive outcomes of the customer interactions in SNSs are expected, there exist few studies on the effects of interactions between customers and firms in the SNS context. This study empirically examines how customer experiences in multi-dimensional interactions (i.e., pragmatic, sociability, usability, and hedonic interaction) in corporate SNSs influence customer trust in the firm, and how customer learning benefits are associated with firm benefits such as gaining customer trust. The results indicate that all four dimensions of customer interactions in SNSs have significant effects on customer learning benefits, which in turn significantly influence customer trust in the firm. Meanwhile, the results reveal that there are also direct relationships between specific dimensions of customer interactions in SNSs and the two dimensions of customer trust (i.e., ability-based and benevolence/integrity-based). Based on the findings, this study diagnoses the status of corporate SNSs in terms of collaboration with customers and provides practical implications for firms which attempt to capitalize on the multi-dimensional customer interactions in SNSs and to facilitate innovative activities with customers.

• 한국IT서비스학회지
• /
• 제12권3호
• /
• pp.39-54
• /
• 2013

IT consulting is becoming a norm rather than exception in this age of smart work and information revolution. As IT consulting is one of the knowledge intensive services requiring high credence on both sides, maintaining a good trustful relationship is critical in sustenance of strategic partnership between business firms and IT service firms. Trust is known to be one of the salient constructs in service relationships. In this study, building from the social psychology literature, trust is conceptualized as two dimensions : cognitive and affective trust. Using two dimensions of trust as mediators, a research model is constructed for IT consulting specific context : relationship continuance intention as the dependent construct while expertise, service performance, reputation, relationship satisfaction and value similarity as antecedents of cognitive and affective trust. 145 data points were collected through a survey of IT service client project managers retrospectively asking their experience with IT consultants. Findings suggest that cognitive trust is associated with perceived level of expertise and service performance while affective trust with relationship satisfaction and value similarity, respectively. Interestingly, the paths from reputation are found to be statistically insignificant towards both dimensions of trust, indicating IT service context would be more practically outcome oriented than any other professional service context. Also, cognitive trust seems to maintain stronger influence on relationship continuance intention as anticipated. Implications and limitations are discussed at the end.

• 대한간호학회지
• /
• 제34권8호
• /
• pp.1499-1508
• /
• 2004

Purpose. The primary purpose of this study was to reexamine underlying dimensions of attitudes toward the elderly held by undergraduate nursing students. A secondary purpose was to investigate characteristics of nursing students associated with attitudes toward elders. Methods. A survey was performed using self-report questionnaire completed by nursing students from a total of 10 nursing schools or departments each selected randomly from one province of Korea. Students' responses (N=366) were analyzed using factor analysis, correlation coefficients, t-test, and ANOVA. Results. Three attitudinal dimensions explaining $35.29\%$ of the variance were extracted: vitality, generosity and flexibility. From a neutral point of 4.0 in the range of 1 to 7, only generosity (4.47) was evaluated positively, whereas vitality (3.31) and flexibility (2.91) were evaluated negatively. The mean scores of the vitality and generosity dimensions were significantly different by students' level of communication with the elderly, experience living with the elderly, and interest in elders or in issues related to elders. Interest in elders/elder issues was the only characteristic affecting significant mean score difference in flexibility. Conclusion. Educational process should increase students' exposure to healthy elderly to modify negative attitudes toward the elderly among nursing students.

• Journal of Information Technology Applications and Management
• /
• 제20권1호
• /
• pp.217-240
• /
• 2013

Noting that compatibility beliefs are important antecedents of technology adoption, the objective of this study was to assess compatibility beliefs that affect users' intention to adopt a mobile entertainment service (MES). We developed a set of key compatibility beliefs: compatibility with life-style, compatibility with social meaning, and compatibility with past flow experiences. We then defined the key dimensions of each construct and developed operational measures for those dimensions. We tested the theorized effects of each of the compatibility constructs on MES adoption. The results support the effects of compatibility beliefs on users' intentions to adopt MES.

• 대한가정학회지
• /
• 제40권1호
• /
• pp.135-146
• /
• 2002

The Purpose of this study was to identify the sensibility elements and the evaluative dimensions of internet fashion shopping mall to supply optimal experience to the customer. First, association words for internet fashion shopping mall by open-ended method and sensibility-expression-adjective feeling as navigating personally 57 shopping mall dealing with fashion products were collected. Collected adjectives were ranked after making index by frequency and diversity. Then, correlation analysis was executed to extract independent adjective and their opposite words. Semantic differential scale was made for internet-fashion-shopping-mall-evaluation. After preliminary investigation with this scale, factor analysis was implemented. 12 sensibility evaluation words were extracted. Then, 200 subjects evaluated satisfaction degree for 8 selected shopping mall. To explain the hierarchy of internet fashion shopping mall, cluster analysis was applied. The understanding of sensibility element and evaluative dimensions of internet fashion shopping mall can be utilized efficiently as basic materials when marketer plans internet shopping mall design and makes marketing strategy.

• 한국정보처리학회논문지
• /
• 제7권5호
• /
• pp.1456-1463
• /
• 2000

The main objective of this study is to show how to measure the education effectiveness of simulator system in the army. We investigate the education effectiveness through the measuring model that consists of three dimensions such as understanding, experience, and learning. The results of empirical analysis demonstrate that the education effectiveness depends on three dimensions. The result also suggests that the higher the degree of each dimension is, the higher the education effectiveness. However, there is no education effectiveness difference between the traditional training and the simulator training because of the elementary level of simulator function.