• Journal of the Korea Society of Computer and Information
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• v.20 no.7
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• pp.77-84
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• 2015

The study is to investigate which features are perceived by Social Network Service(SNS) users as the most required one to further boost the usage of service, and to examine the perception of these features of SNS sites varies according to their demographic and service usage characteristics. The study also is to suggest a few of research propositions on the relationships between required features of SNS sites and characteristics of SNS users, based on statistical analyses. To accomplish these research purposes, the study defined characteristics of SNS users including demographic(gender, age) and service usage one(start time of service usage, service usage place), and required features of SNS sites(system, service, information, emotion) based on the literature review of SNS. The results show, based on the statistical analyses using survey questionnaire on Korean and Chinese SNS users, that there are differences in perception of required features of SNS sites among the respondents grouped by age, start time of service usage, service usage place. Finally, the study proposed three research propositions, based on the analysis result, that could be used in SNS related researches in the future.

• Management & Information Systems Review
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• v.36 no.4
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• pp.187-209
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• 2017

Service industry performance and competitive advantage depend on the attitudes and behavior of customer service employees who produce and deliver services through contact with customers. Most studies on customer service employees so far have concentrated on kindness, attitudes, or benefits. This study focuses on the increasing importance of customer service employees and intends to study them from the viewpoint of human brands that recognize customer service employees as a brand. In addition to the role of the employee at the service contact point, the customer participation behavior affects the interaction process with the customer service employee. Ultimately, customers could no longer be excluded from control to improve service quality. This study based on theory that the human brand characteristics of the customer service employees lead the customer's participation, which has a positive effect on the relationship with the service brand and the service brand attitude surveyed and analyzed customers who use service brand. This study is summarized as follows. First, the relationship between the service brand and the customer is examined. Second, this study also expands prior studies by examining the human brand characteristics of customer service employees and customers' willingness to participate in providing information on the impact of the consumer-brand relationship. The results of the study indicate that among the customer service employees' human brand characteristics reliability, familiarity, and empathy were found to affect the relationship between customers, the service brand, and the attitude toward the service brand the most. This study provides important implications for theoretical and practical strategies by examining the qualities and characteristics of customer service employees, which are the most important agents of marketing.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.19 no.1
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• pp.38-48
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• 2011

This paper tried to research a field employee's character, its correlation to service attitude and its impact on service using MBTI characteristics functional indicators, working at airline customer service center. It is proved employees with Sensing Feeing(SF), Intuition Feeling(NF) and Intuition Thinking(NT) have showed lower satisfaction on their duty than employees with Sensing Thinking(ST) have. In analysis of MBTI characteristics' impact on organization-related characteristics, it is also found out employees with Sensing Feeing(SF) and Intuition Feeling(NF) have showed lower trust than employees with Sensing Thinking(ST) have. Considering other controled factors, this paper found that the more job satisfaction employees have, employees with 1 to 5 years of experience on their duty showed more significant service-focused attitude. Moreover, deputy directors or high-ranked people with the higher job satisfaction were seemed to be more service-oriented.

• Journal of Distribution Science
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• v.19 no.10
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• pp.5-15
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• 2021

Purpose: This study aims to present individual motivation and channel characteristics affecting omnichannel service use, as well as the effect relationship of the brand factor on consumption value, service satisfaction, and continuous usability based on convenience store pickup service, one of online shopping customers' omnichannel use services. Primarily, this study divided consumption value into emotional value and functional value and examined the consumption value characteristics of omnichannel-based pickup service customers. Research design, data and methodology: A questionnaire survey was carried out targeting 324 consumers having the omnichannel-based pickup service user experience in online shopping in Korea. A confirmatory factor analysis and path analysis were carried out based on the structural equation to verify hypotheses. Results: According to the analysis result, individual motivation affected the emotional value, and the omnichannel characteristics affected functional value. The brand effect influenced both emotional and functional values. The emotional value affected continuous use intention, and the functional value affected service satisfaction. Conclusions: Therefore, consumers' emotional and functional values showed differences in consumption behavior. In online shopping companies' marketing strategy construction for omnichannel, it was confirmed that a differentiated approach is needed depending on the strategic goal of satisfaction improvement and continuous use intention consolidation.

• Journal of Korean Critical Care Nursing
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• v.3 no.2
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• pp.49-59
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• 2010

Purpose: The purpose of this study was to investigate in-service education needs in order to develop clinical competence of critical care nurses', and to identify contents which have to include in-service education according to nurses' characteristics. Methods: Data was collected using Critical Care Nurse Job Analysis Tool that was modified by professional team. Collected data was analyzed using the SPSS program. Results: Total 148 critical care nurses, who had worked at adult intensive care unit of one tertiary hospital in Seoul, filled out questionnaire. The results showed the participants highly needed education about cardiological nursing practices such as ECMO, pacemaker, cardiac tamponade. And there were significant correlations among in-service educational needs and ICU careers, preceptors experience, and charge nurse experience. Conclusion: It will be necessary for better nursing to develop in-service education is based on critical care nurse's need and their characteristics. Especially, it is important to develop and provide in-service education programs, which consider ICU nurse's differences for their career ladder and nursing preceptors.

• Korean Journal of Veterinary Service
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• v.33 no.1
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• pp.51-57
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• 2010

Salmonella Typhimurium is a virulent pathogen for human and animal. We studied serotypes, biochemical characteristics, and antimicrobial resistance of S. Typhimurium isolated from diseased pigs in Gyeongbuk province over 1998 to 2008. One hundred sixteen isolates were identified as S. Typhimurium by biochemical characteristics and serotypes from 90 farms. The biochemical characteristics of S. Typhimurium isolates was production of $H_2S$, indole-negative, fermentation of mannitol, dulcitol, sorbitol, inositol, rhamnose, and maltose, and ornithine decarboxylase. At antimicrobial susceptibility test, the majority of isolates were highly susceptible to amoxicillin/clavulanic acid, cefepime, ciprofloxacin, while were highly resistant streptomycin, cephalothin, enrofloxacin, nalidixic acid, apramycin, chloramphenicol, tetracycline. The isolates were divided into 65 resistant patterns and 47 of the isolates were shown as a DT104 ASSSuT resistant phenotype.

• Journal of the Ergonomics Society of Korea
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• v.31 no.1
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• pp.7-13
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• 2012

Objective: This paper discussed the characteristics of service design process by comparing with product design process. Background: Service design has different design outcomes, project participants, and design constraints than product design. Method: The comparison took two perspectives: one was shorter-term, design process of a service, and the other was longer-term, process of service development. Results: It was discussed that service design process is similar in overall, but has four differences. First, the role of design is required earlier and longer in the process, which means service designers need to participate from the begging of the project to service operation. Thus service designers are required to have holistic viewpoint of the project. Second, service design requires many design expertise thus collaboration needs to be well defined and managed throughout the process. Third, since service provider has limited resources, regulations, and market competition, some service features cannot be provided. Service designers are required to know both customers' needs and functional constraints. Last, service design is highly coupled with service operation. Designing and providing service happens at the same time and evolves over time. Conclusion: Consequently it was asserted that the role of designers in service design is essential for success. In specific, the role of service design architect, who manages design process and design outcomes, is a new and important role in service design project.

• Journal of Information Technology Services
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• v.10 no.4
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• pp.295-307
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• 2011

The purpose of this research is to find a better knowledge service R&D management process. There are four basic characteristics in service : intangibility, inseparability, inconsistency, and no inventory. These intrinsic characteristics require us to change the traditional manufacturing sector based R&D management process. It is necessary to develop an effective knowledge service R&D management model to improve the competitiveness of the service industry and Korean economy. A model case knowledge service R&D has been performed to find a better R&D management model. The whole cycle of R&D process, such as planning, selection, performing, and evaluation has been reviewed by real experience. Several important aspects of R&D process are compared between manufacturing R&D and service R&D. A knowledge service R&D management framework has been suggested. The results of this research can be used for building a better service R&D management process.

• The Journal of Korean Institute of Electromagnetic Engineering and Science
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• v.19 no.5
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• pp.587-596
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• 2008

For Wireless internet service in Metropolitan area, optimum location selection for base station and cell planning are critical process in determining service coverage by accurate prediction of Wave Propagation Characteristics. Due to different kinds of characteristics in service area such as lay of land, natural feature and material, height and width of artificially made building, it has a great impact on the transmission and distance recovery of wireless network service. Therefore, these facts may cause substantial barriers in predicting & analyzing the expected level of service quality and providing it to subscribers. In this thesis, we have simulated the process to improve quality and coverage of the service by adjusting the location of Base station and the antenna angle that influence the service after the basic location of base station is selected according to the wave prediction model. Based on this simulations test, we have demonstrated the results in which subscribers would get higher quality of wireless internet service along with bigger coverage and the improved quality in the same service coverage area through optimization process of base station.

• The Journal of Information Technology
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• v.2 no.2
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• pp.69-88
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• 1999

Only service organizations providing service quality above customers' anticipations have survived and developed in hyper competitive environment. These organizations are more dependent on their customer-contact service employees than those providing tangible products, because of the characteristics of service, intangibility, inseparability, heterogeneity, and perishability. But few researches focused on the efficient managements or controls of service organizations in this context. Therefore, author aimed at understanding of the determinants of service organizations' control system(i.e., characteristics of service), service employees' reaction on control types(i.e., service employees' role stress), and their performance(perceived service quality by customers). First the concepts of service quality and control systems are described. Specially, author explained the differences between service quality and service satisfaction or service attitude, and the control system types and their fundamental ideologies. Second, some propositions are provided according to integrated framework developed in this paper: (1)control types according to the characteristics of service, (2)influences of control systems on employees' reactions and (3)perceives service quality by the customers, and (4)relationships between the reactions and the service quality. This paper concludes with a summary, a discussion of theoretical and managerial implications, and several suggestions for future directions.