• 한국도서관정보학회지
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• 제52권1호
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• pp.1-26
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• 2021

대다수 국가에서 공공도서관은 지역사회를 위한 지식정보 및 복합문화의 허브이자 만남과 소통을 위한 제3의 장소다. 근래의 공공도서관은 디지털 전환과 4차 산업혁명 시대에 부응하기 위해 디지털 기술을 이용한 핵심역량 제고와 서비스 확장에 주력하고 있다. 그런데 COVID-19 팬데믹이 발생한 이후 공공도서관에서 폐관, 재개관, 부분 폐관이 반복되자 비접촉, 디지털, 온라인 대체서비스를 제공하는데 모든 자원을 투입하고 있으며 향후에도 계속될 것으로 예상된다. 이에 따라 미래 공공도서관은 디지털 확장성, 복합문화공간화, 지식정보서비스 장소로서의 중요성이 상충되는 트릴레마에 직면할 수밖에 없다. 본 연구는 포스트 코로나 시대의 공공도서관 트릴레마를 담론화하고 극복 방안을 제시하였다. 미래 공공도서관의 지향성은 다중성과 다목적, 장소와 공간, 지식정보와 복합문화, 대면접촉서비스와 비대면 원격서비스를 아우르는 화이부동이다. 공공도서관의 본체는 손가락(디지털과 비접촉)이 아니라 달(지식정보센터)이다.

• 디지털융복합연구
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• 제19권11호
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• pp.181-199
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• 2021

최근 금융사는 영업점 축소와 비대면 서비스의 확대 추세와 맞물려 챗봇 서비스의 활성화를 추진하고 있다. 그러나 기술적 한계와 이를 둘러싼 내·외부 환경의 제약이 존재하는 상황에서 일시에 챗봇 서비스를 확대하기는 어렵다. 따라서 챗봇 서비스의 제반 상황을 분석하여 단계별로 발생 가능한 문제를 선제적으로 확인하고 해결방안을 모색할 필요가 있다. 이에, 본 연구는 금융 챗봇 서비스 사용자의 사용 의도 및 행동을 고찰하기 위해 현장 실무자 및 연구자 12명을 대상으로 인터뷰를 진행하고, 이를 계획된 행동이론(Theory of Planned Behaviors, 이하 TPB)으로 해석하였다. 연구 결과, 사용자들은 챗봇 사용 경험을 통해 갖게 된 편리함이나 불편함 등의 '감정 및 태도', 군중 심리나 타인의 공감을 갈망하는 심리 등의 '주관적 규범', 챗봇 사용 과정의 어려움이나 편리함에 대한 인식에 따른 '행동 통제' 등의 특성이 드러났다. 이를 통해 이 특성이 사용자의 챗봇 서비스에 대한 지속적 사용 의도와 실제 행동에 영향을 미칠 수 있음을 알 수 있었다. 후속연구에서는 실제 사용자를 대상으로 하여 구체적인 사용 의도와 영향 요인을 실증적으로 연구해 볼 필요가 있다.

• 디지털산업정보학회논문지
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• 제16권4호
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• pp.55-65
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• 2020

As corona began to spread around the world, it had such a big impact on many people's lives that the word "Untact Culture" was born. Among them, non-face-to-face meetings naturally became a daily routine as educational institutions and many domestic and foreign companies used video conferencing service platforms. Among many video conferencing service platforms, Zoom, the company with the largest number of downloads, caused many security issues and caused many concerns about Zoom's security. In this paper, Zoom's security problems and vulnerabilities were classified into five categories, and Zoom's latest update to solve those problems and the 90-day security planning project were compared and analyzed. And the problem was solved and classified as unresolved. Three of the five parts have been resolved but are still described as how they should be resolved and improved in the future for the two remaining parts.

• 융합경영연구
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• 제9권2호
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• pp.21-31
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• 2021

Purpose: This study aims to provide marketing implications for training and face-to-face service employee communication by analyzing how communication by Korean crews at foreign airlines affects passengers' perception and how this perception relates to airline service quality and customer satisfaction. Research design, data: The collection of questionnaires for the demonstration in this study has collected 300 questionnaires for about a month for Korean passengers who are aware of the presence of Korean crew on board aircraft. Results: The study analyzed the relationship between the communication ability, customer satisfaction, and reuse intention of foreign airlines. An empirical analysis of the relationship between quality of airline service, customer satisfaction, and intention of re-use can suggest the following implications based on the language and non-verbal communication capabilities of the Korean crew working for foreign airlines. Conclusions: We studied the impact of communication between Korean crews working for foreign airlines on the quality of airline service, customer satisfaction and reuse intention. The Korean crew should also work for overseas airlines and consider communication as important and expand their overall foreign language education and communication skills to have a positive impact on not only Korean passengers but also their own citizens.

• International journal of advanced smart convergence
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• 제9권4호
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• pp.124-131
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• 2020

As users of internet-based software applications increase, functional and non-functional problems for software applications are quickly exposed to user reviews. These user reviews are an important source of information for software improvement. User review mining has become an important topic of intelligent software engineering. This study proposes a user review mining method for software improvement. User review data collected by crawling on the app review page is analyzed to check user satisfaction. It analyzes the sentiment of positive and negative that users feel with a machine learning method. And it analyzes user requirement issues through topic analysis based on structural topic modeling. The user review mining process proposed in this study conducted a case study with the a non-face-to-face video conferencing app. Software improvement through user review mining contributes to the user lock-in effect and extending the life cycle of the software. The results of this study will contribute to providing insight on improvement not only for developers, but also for service operators and marketing.

• International journal of advanced smart convergence
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• 제10권4호
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• pp.183-197
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• 2021

Xiaohongshu is called China's Instagram and is leading overseas product purchases and culture sharing. The purpose of this study is to investigate the structural relationship between Xiaohongshu service quality, emotional response perceived by users, and adhesion to confirm the impact on Xiaohongshu's adhesion at a time when non-face-to-face activities due to COVID-19 have increased. This study distributed and collected questionnaires from October 1st to October 7th, 2021, targeting 210 online shopping mall users. The research results were derived from a total of 206 questionnaires, excluding 4 questionnaires such as omission of record contents, and the causal relationship of the existing PAD model was attempted to be reported by revising and supplementing the existing PAD model. As a result of the study, first, it was confirmed that design among service quality had a positive effect only on ventilation during the user's emotional response. Second, it was confirmed that information among service quality had a positive effect on pleasure and ventilation among users' emotional responses. Third, it was found that security among service quality had a positive effect on pleasure among users' emotional responses. Finally, it was found that pleasure and ventilation had a positive effect on adhesion in the user's emotional response. Based on this result, it is expected that it will be used for operation on other online platforms than the plan for the development of Xiaohongshu.

• 한국의류산업학회지
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• 제7권2호
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• pp.218-224
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• 2005

The purpose of this study was to investigate the infiluence of positive and negative word-of-mouth informations on visiting intention of hairshop customers. Data were collected from 342 adult females and analyzed by using frequencies, factor analysis and regression utilizing SPSS/PC+. The results showed that positive word-of-mouth informations such as shop employees' skill/attitudes, physical benefit, comfortable facilities, time saving/consistent service, kindness and rational price had influence on the visiting intention of hairshop customers. The negative word-of-mouth informations that consumers had experienced using hairshop were categorized as untrustworthy face-to-face customer management, non-customer service oriented mind, and unskilled employees/inefficient hairshop environment. The negative word-of-mouth informations had no effect on the visiting intention.

• International journal of advanced smart convergence
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• 제10권4호
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• pp.273-277
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• 2021

As society gradually enters a virtual, non-face-to-face society, the use of online content is increasing as well. In particular, as smartphones are thoroughly established in our daily life, the platforms of webtoons, mobile broadcasting, and education are shifting from personal computers to smartphones. Recently, the development of the Over-The-Top media service (OTT service) enabled streaming services of various media contents through the internet and activation of IPTV. Therefore, the rapid increase of popularity of short-form content is a natural phenomenon with smartphone platforms with fast, improvised, and endless communication. Lately, TikTok became the favored platform with prosumers, defined as people who are both producers and consumers. In this study, I studied the experiential response of YouTube and TikTok users as representative examples of a short-form content platform developed after the 2000s, the flourishing years of digital content with a length of 30 seconds.

• 한국임상약학회지
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• 제32권4호
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• pp.288-302
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• 2022

Objective: Community pharmacists are frontline health care providers, but have been considered as underutilized professionals on a daily basis. The purpose of this scoping review was to identify information about the impact of the COVID-19 pandemic on community pharmacy services and to evaluate new services that could be applicable. Methods: We searched MEDLINE and EMBASE for studies published up to January 10, 2020. Search terms consisted of keywords relevant to this review, including "COVID-19", "community pharmacy", and "community pharmacist". This review targeted studies of pharmacist services provided by community pharmacies in OECD member countries during the COVID-19 pandemic period. Results: Twenty-seven studies were included in this review. Changes in community pharmacist services due to the COVID-19 pandemic were broadly classified into four categories. First, as the face-to-face services became challenging, various non-face-to-face services were being tried. Second, community pharmacists directly participated in the services to prevent the spread of COVID-19. Third, community pharmacists made efforts to support continuity of care for patients who experienced difficulties due to the reduced professional care as health and medical resources are concentrated in response to COVID-19. Fourth, community pharmacist services were emerging, targeting patients suffering from greater health inequality during the pandemic. Patients expressed high demand and satisfaction for the service of the community pharmacist, and pharmacists reported self-efficacy and professional pride. Conclusion: This study demonstrated that in the era of the COVID-19 pandemic, various community pharmacist services have been tried and received positive evaluations from patients in several OECD countries.

• 스마트미디어저널
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• 제12권6호
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• pp.15-26
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• 2023

COVID-19 팬데믹 영향으로 대면 소통이 어려워지면서 비대면 소통의 영향을 파악하는 연구가 진행되고 있으나 메신저 애플리케이션 리뷰를 통해 이를 살펴본 연구는 미비하다. 본 연구는 구글 플레이 스토어 내의 메신저 애플리케이션 리뷰 데이터를 수집하여 LDA(Latent Dirichlet Allocation)토픽 모델링을 통해 팬데믹의 영향을 파악하고, 이에 따른 서비스 전략 방안을 제시하고자 한다. 연구에서는 팬데믹이 시작된 시점과 사용자가 부여한 평점을 기준으로 데이터를 분류하였다. 분석 결과 주로 중장년층이 메신저를 사용하는 것으로 나타났으며, 팬데믹 이후에는 가족과의 소통이 증가한 것으로 확인되었다. 사용자들은 애플리케이션의 업데이트에 대해 불만을 표현하였으며, 변화에 대한 적응이 어려움을 보였다. 이에 업데이트 주기를 조정하고 사용자들의 의견을 적극 수용하는 개발접근이 필요하다. 또한, 직관적이고 간편한 사용자 인터페이스(UI)를 제공한다면 사용자 만족도를 향상시킬 수 있을 것으로 기대된다.