• 한국정보시스템학회지:정보시스템연구
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• 제19권3호
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• pp.237-261
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• 2010

IT service is increasing becoming a critical resource firms have to utilize effectively and efficiently. As the importance of IT service increases, the knowledge sharing between IT service people and users becomes more and more important. In this study, the IT service quality is posited as a critical independent construct that influences knowledge sharing attitude of users which in turn change the knowledge sharing intention. Service satisfaction is placed as a mediator between the quality and attitude to compare direct and indirect effect in the model. Results show that (1) IT service quality influences the knowledge sharing attitude of users directly, and indirectly through service satisfaction, (2) at the same time, however, the direct path from quality to attitude is found to be stronger than the indirect path through satisfaction, and (3) interestingly, satisfaction seems to have no direct effect on intention, but only through the attitude change as can be inferred from the theory of reasoned action. Outcome of this study implies the importance of IT service quality in improving the knowledge sharing activities between users and developers, and interestingly the aim of quality would not be targeted on satisfaction but on attitudinal changes.

• 한국IT서비스학회:학술대회논문집
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• 한국IT서비스학회 2006년도 추계학술대회
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• pp.240-247
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• 2006

We assess service delivery system for outpatients of general hospital(A) using. service blueprint. Service blueprint for outpatients' service process currently being implemented in general hospital(A) is analysed to improve hospital services and define hospital service delivery system more accurately. In addition, comparative analysis of service blueprint before and after improvement was conducted to find that health care services is now more customer-oriented and hospital employees can link their duties with service delivery system. The analysis of service blueprint of outpatients' service process suggested in this study are useful for setting strategies for health care service. It also helps service process design and service digitalization of other general hospitals in the future.

• 한국항공운항학회지
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• 제24권3호
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• pp.69-79
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• 2016

This study examines the awareness of the curriculum of the cabin service major students at 2 year colleges through the CIPP (Context, Input, Process, Product) evaluation model and an empirical analysis on how their awareness affects Service Orientation and Service Hospitality. It was proven that the CIPP evaluation model has a positive effect on the satisfaction of their department, and also has a meaningful effect on Service Hospitality and Service Orientation statistically. However, the satisfaction of their department itself is not associated with the increase of Service Orientation and Service Hospitality so it negatively affected them. Moreover, both the Service Management program(Process) and Service Attitude(Product) have a meaningful effect on Service Hospitality, and Service Hospitality also has a meaningful effect on Service Orientation. So it resulted in a casual relationship among them. As a result, it is desperately necessary to promote an educational environment that will increase the satisfaction of the department and help students to become flight attendants. It is also necessary to increase awareness of the Service Management program(Process) and Service Attitude(Product).

• Journal of Information Technology Applications and Management
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• 제15권4호
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• pp.1-20
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• 2008

Increasing number of corporations applies IT service management systems to optimize IT service delivery and support processes. For this reason, implementation experiences and effect of IT service management system are growing concerns for IT managers and researchers. This case study analyzes implementation experiences on an ITIL based service management systems in an medium sized corporation. The exploratory case analysis revealed that systems and service quality were improved from the implementation. This study will contribute to the successful implementation of IT service management system and developing a research model of IT service management process.

• 한국IT서비스학회지
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• 제12권3호
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• pp.39-54
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• 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.

• 한국IT서비스학회지
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• 제19권5호
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• pp.93-106
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• 2020

This study attempts to present specific technical measures and case models to meet the needs of caregivers and maximize the effectiveness of senior care facilities by utilizing Wellness IT Service. IT services for supporting elderly care need to go beyond productivity and efficiency and now require the new choice and standards to satisfy the Wellness concept of well-being and happiness. Therefore, this study explores to develop the existing human-based service into the Wellness IT Service by utilizing IT based Wellness in the elderly care facility and thereby to improve the quality of elderly care service. Therefore, this study analyzes the relevant research background and the various feasibility of technical applications of Wellness IT service, and review the new value creation in the elderly care facilities. Lastly this study provides a new foundation for Wellness architecture and a service model for using Wellness IT infrastructure of the elderly care facilities.

• 정보화정책
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• 제18권4호
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• pp.22-41
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• 2011

국내산업의 고용없는 성장에 따라 고용창출효과가 큰 서비스산업 육성에 대한 정부의 관심이 증가하고 있다. 서비스산업의 양적 성장은 물론, OECD 국가대비 국내 서비스산업의 경쟁력은 매우 낮은 실정으로 나타나, 서비스산업의 경쟁력 강화방안에 관한 연구가 중요한 이슈로 제기되고 있다. 특히, 금융,교육,보험과 같이 대기업이 진출한 서비스산업은 상대적으로 경쟁력이 양호하나, 중소서비스 산업의 경쟁력은 매우 미진한 것으로 나타나, 중소서비스산업의 경쟁력강화를 위한 방안이 시급한 실정이다. 정보기술은 기업 경쟁력강화를 위한 핵심 인프라와 수단으로 활용되고 있어, 국내 서비스산업 경쟁력 강화에 적용가능한 것으로 인식되고 있다. 따라서, 본 연구의 목적은 국내 서비스산업의 IT 활용 실태를 조사하고, IT 활용 성공 요인을 중심으로 IT 도입 및 활용상의 문제점 및 요구사항을 분석하여, 서비스산업의 IT 활용 향상을 위한 정책적 방안을 도출하는 것이다. 본 연구를 위하여 국내 서비스기업 2,000개 업체에 대한 설문조사와 통계분석을 수행하였다. 분석결과, 국내 서비스산업의 IT활용 실태, 성공요인 관점에서 활용수준 및 기업규모와 업종간 비교분석, IT활용 저해요인에 대한 심층분석결과를 도출하였다. 마지막으로 심층분석결과를 토대로 서비스사업 IT 활용 향상을 위한 정책적 시사점이 제시되었다. 본 연구결과는 서비스기업 IT 도입 및 활용 담당자는 물론 IT 공급업체, 정책개발 전문가에게 서비스산업 IT 활용 제고를 위한 주요 요인과 요인별 IT 활용 향상을 위한 가이드라인을 제공할 것으로 기대된다.

• 한국IT서비스학회지
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• 제10권1호
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• pp.47-64
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• 2011

In the IT(Information Technology) service, which supply the solutions related to business management and IT, network construction and application trends, the related service business are increasing according to the enlargement of project scope and the diversity of project types as the need of service customers. In this paper, I propose the significant effect factors on the network management of IT service firms. The key findings are from the analysis result about 94 IT service firms as follows. For implementation the high performance of network management in the IT service firms, the strategic elements in the process of network construction are more conceived highly than the basic element in them. Also the perspective of project objectives are considered than the nominal perspectives in the partner selection process. The competency of partner firms', the cooperation process between the partner firms', network relation operation management and network relation structure management are the significant effect factors of network management.

• 한국IT서비스학회지
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• 제16권3호
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• pp.185-203
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• 2017

Call center service is enabled by the use of a firm's various information technologies (IT) and accumulated knowledge. IT and knowledge resources have been considered a fundamental infrastructure for developing a firm's business capabilities. Recognizing this, this study examines whether a firm's IT and customer knowledge resources enhance its customer service process capability and thereby contribute to creating superior customer service, at the level of customer service representatives (CSRs). That is, constructs in this study were measured on a basis of CSRs' perception. Moreover, this study verifies the moderating role of CSRs' computer self-efficacy on the relationships between IT and customer knowledge resources and customer service process capability. To test the proposed hypotheses, this study conducted partial least squares (PLS) analysis with a total of 234 data which were collected on CSRs working at four call centers. The key findings are as follows: first, IT infrastructure integration and customer knowledge integration are positively associated with customer service process capability. Second, customer service process capability is a key determinant of customer service performance. Finally, CSRs' computer self-efficacy has a moderating effect on the relationship between IT infrastructure integration and customer service process capability. The details of the findings and implications are presented.

• 경영정보학연구
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• 제9권2호
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• pp.189-207
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• 2007

IT관리의 효율성과 효과성을 높이기 위한 방안으로 IT서비스관리(IT service management)의 중요성이 점증되고 있으며 아웃소싱 서비스 성과를 높이기 위하여 IT서비스 방법론 도입이 활발하게 진행되고 있다. 본 연구는 IT 아웃소싱 서비스 성과향상을 목표로 도입된 ITIL기반 IT서비스관리 시스템의 효과를 사례를 통하여 분석하였다. 연구결과 IT서비스 관리 시스템 구축이 정보시스템의 시스템 품질, 정보 품질, 서비스 품질에 직접적인 영향을 미치고 있으나 최종사용자의 시스템 사용(use) 및 사용자 만족도에는 직접적인 영향을 미치지는 못하는 것으로 나타났다. 본 연구는 ITIL기반 IT서비스 관리 시스템 구축 성과와 그 영향 범위를 탐색함으로써 IT서비스프로세스 연구를 위한 발견들(findings)을 정리하고 향후 이를 도입하고자 하는 기업의 효과적인 IT서비스관리 체계 구축을 위한 지침을 제공한다.