• Asia pacific journal of information systems
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• v.25 no.3
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• pp.519-539
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• 2015

Customers are now demanding ever better service from customer service representatives (CSRs) to create superior customer service. Accordingly, CSRs are required to have more specialized knowledge and abilities of customer service. This study examines the roles of accumulated customer knowledge in electronic knowledge repositories (EKRs), which a firm has developed for customer service over time to enhance CSRs' work capabilities and work performance, in the context of call centers. To test the proposed research model and hypotheses, we conducted LISREL analysis using 261 responses collected on CSRs working for inbound call centers. The key results are as follows. First, accumulated customer knowledge in EKRs enhances CSRs' knowledge utilization and service expertise during the customer contact. Second, CSRs' knowledge utilization reinforces service expertise. Finally, service quality depends on CSRs' knowledge utilization and service expertise, but it is not directly related to accumulated customer knowledge. Overall, the findings suggest that accumulated customer knowledge in EKRs enhances CSRs' knowledge utilization and service expertise, and thereby leading to superior service quality.

• Korea Journal of Hospital Management
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• v.20 no.1
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• pp.39-52
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• 2015

This study provides empirical evidence for the role of IT professional's expertise in hospital IT service encounters. It is posited here that IT professional's technological expertise and business expertise are associated with relationship quality(trust, satisfaction, commitment). Partial least square analyses are conducted, using data collected from 216 hospital workers. The results confirm that technological expertise strongly impacts on commitment and business expertise maintain a strong impact on satisfaction and trust. This study uses a cross-sectional survey as a research method. Longitudinal study seems necessary to further explore how expertise perception is actually formed between IT professionals and users in hospital service environments. The analysis also reveals that it takes time to grow relationship quality. Implications are discussed, and further studies are suggested.

• Journal of the Korea Society of Computer and Information
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• v.25 no.1
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• pp.207-219
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• 2020

This study analyzed the change of teaching expertise of pre-service teachers through TPACK education. In this study, we applied a programming-based TPACK education program developed by Kim and Lee (2019) to 20 prospective teachers. To analyze the pre-service teachers' teaching expertise analyzed the lesson plan prepared before, during and after applying the educational program. As a result, Few teachers use technology in lesson plan, and the design of the instructor-led or experiment to confirmed content in curriculum or textbook. The use of technology has increased in the second Teaching Plan, but the technology was not used depending on the educational context. In the third lesson plan, all pre-service teachers were able to use technology in an educational context. Moreover, the teaching expertise of the pre-service teacher showed a statistically significant improvement in the lesson plan. This study founded that the programming-based TPACK education program was effective in enhancing the teaching expertise of the pre-service teacher.

• Journal of the Korea Society of Computer and Information
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• v.25 no.7
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• pp.213-224
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• 2020

This study analyzes the effects of programming-based TPACK education programs, designed by Kim and Lee (2019), on the teaching expertise of pre-service teachers. The research subjects were 40 pre-service teachers, divided into an experimental group and a control group. The experimental group underwent the programming-based TPACK education program, and the control group used an ICT-based TPACK education program. A test tool was used to measure not only teaching expertise but also teaching efficacy and self-efficacy beliefs about technology integration. As a result of the study, teaching expertise, teaching efficacy, and self-efficacy beliefs about technology integration improved significantly in the experimental group. The pretest showed no significant difference between the experimental group and the control group, but in the post-test, the experimental group showed significantly higher teaching expertise than the control group. These results showed that the programming-based TPACK education program is effective for developing teaching expertise in pre-service teachers.

• Journal of Elementary Mathematics Education in Korea
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• v.22 no.1
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• pp.1-24
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• 2018

This study included eleven elementary pre-service teachers who participated in the first and second teaching practices held by J Education College in 2015. After the pre-service teachers were encouraged to self-reflect on their mathematics teaching using a reflective survey sheet of mathematics teaching expertise, their uses of mathematics teaching expertise were analyzed according to the times of their mathematics practice instructions. The results are as follows: First, as the frequency of their mathematics teaching increased, the pre-service teachers' uses of mathematics teaching expertise increased, especially greatly with seven of them. However, the number of subcategories where the teachers' uses of mathematics teaching expertise increased was different from at least two to seven depending on the teachers. Second, the pre-service teachers who performed mathematics teaching practices four times used more of mathematics teaching expertise than those who did two times or three times. Third, some pre-service teachers who taught two or three times never reached 90% of the total score of any subcategory, even in the subcategory where they showed increase in their uses of mathematics teaching expertise. Fourth, the subcategory of 'reflection before class - teaching perspective - understanding of mathematics subject knowledge' was analyzed as the most difficult one for the study participants, and the reason is, they think, that there are not enough materials on the historical back grounds of mathematical concepts.

• Journal of Distribution Science
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• v.11 no.10
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• pp.81-92
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• 2013

Purpose - This study empirically analyzes the effect of improvements in the quality of service management performance of college education on traders' conscious change of business management innovation and diverse sales expertise for a year. The use of traders' conscious changes and sales expertise as variables for the verification of the effects of parameters related to the active trader's traditional education market is a desirable direction. The method of research reflects the quality of education service, management result, traders' conscious changes, and sales expertise to understand the precise essence and definition of teaching quality at merchant colleges through theoretical consideration. Moreover, its impact on traders' conscious changes and sales expertise in empirical analysis acts as an intermediary. Research design, data, methodology - The hypothesis of this study leverages the SPSS statistical program. To gather actual proof, sample survey for theoretical research examined 262 valid papers of the 300 papers written by 10 merchants who graduated from merchant's university. First, using the SERVQUAL model, Parasuraman et al. (1996) indicated that for quality of education service, the configuration of factors is the same as the sympathetic performance, that is, responsiveness and empathy, and traders are aware of these elements. However, our preliminary investigation revealed that traders' university education has been excluded as a component of quality of service in the earlier studies. Moreover, we found that certainty of knowledge, reliability, and sympathy are influenced by challenges and by the changing intentions of merchant consciousness. In addition, our study confirms that improvements in convincing abilities and sales technique have a positive impact. Second, merchants' and traders' expertise are proven to affect business performance. In other words, university education of traders and merchants affects the consciousness of consumers, and changes patterns of sales. Third, the quality of service management education and change in the consciousness has a considerable impact on the trader, thereby maximizing business performance and acting as an intermediary for verification. Fourth, the quality of service management education affects the trader's sales expertise to maximize business performance. Results - To summarize, the quality of college educational services relates to the improvement of business performance and the role of the resulting virtuous cycle. Consequently, we can look for suggestions in the traditional markets, where the Government pays attention to the exterior environmental factors as well as to the changing business environment. However, the most important aspect is the merchant awareness. That is, a merchant should understand the distribution environment. Several competitor and trend analyses should be conducted to meet customers' expectations positively and proactively cope with any challenges related to changes. Further, expertise in sales and marketing skills need to be acquired to improve customer convincing abilities and develop a customer-oriented mindset. Conclusions - According to the changes in consumption trends of business enterprises, new management techniques are required to survive competition by improving traditional markets, which will necessitate more competitive education programs in merchant universities.

• Journal of Information Technology Services
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• v.12 no.3
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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.

• Journal of Korean Clinical Health Science
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• v.9 no.2
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• pp.1502-1510
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• 2021

Purpose. To investigate on the awareness of consumers on the expertise of optometrists. Methods. Data were collected and analyzed through an online questionnaire targeting 63 consumers (42 consumers over the age of 10 who wore glasses, and 21 students in the Department of Optometry). Result. As a consideration when choosing an optometrist, consumers considered the variety of products (15 persons(23.8%)), expertise such as optometry and fitting, kindness and credibility (11 persons(17.5%)). Students in the Department of Optometry of each selected expertise such as optometry and fitting, kindness and credibility (5 persons(7.9%)) and the results were high. In addition, about the main tasks of optometrists, 20 consumers (31.7%) and 9 students (14.3%)(SD 14.5±5.5) answered that they were medical technicians specializing in vision health. And the service satisfaction of the optometrist (5 point scale) was evaluated as 3.77 points for the consumers and 3.76 points for students(SD 3.77±0.01), and the reliability (5 point scale) for the consumers was 3.42 points and students 3.53 points (SD 3.48±0.06). In terms of expertise (5 point scale), the consumers scored 3.47 points and current students 3.58 points (SD 3.53±0.06). Conclusion. As a result of the study on consumer awareness of the expertise of optometrists, there was no significant difference in the perceptions of the reliability, service, and expertise of optometrists in the opinion of the consumers and students of the Department of Optometry. In terms of reliability and expertise, students in the Department of Optometry were evaluated somewhat higher than the consumers. Therefore, in order for consumers to be able to trust the expertise of optometrists in the future, it is necessary to take pride in being a medical technician specializing in vision health, and to actively promote and make efforts to inform consumers that optometrists are experts recognized by the state.

• Journal of Korean Library and Information Science Society
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• v.40 no.3
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• pp.249-270
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• 2009

This study is to search Korean teacher librarians' perception level of expertise and to grope for effective alternatives to promote their expertise, based on it. The result is as follows: Although Korean teacher librarians were well-educated on the information management and its related expertise, they consider that, in site, the expertise on school library education and its management is more important. As a result, this study suggests the law amendment of training teacher librarians, and the improvement of their selection system and in-service training.

• Management & Information Systems Review
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• v.34 no.5
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• pp.93-110
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• 2015

This research is based on studies about functional service quality in service marketing field and tries to expand application of lovemark effect for service employee. To test the effect of service employee job attributes on lovemark as the antecedents, the analysis was held with customers who experienced specific service retail store recently. According to the research result, service employee job attributes factors including expertise and communication have positive effect on the lovemark. Furthermore, lovemark affected store loyalty significantly. The research has several marketing implication on service marketing and lovemark theory. For service providers, customers'perception of service employee's job attributes can present 'positive lovemark effect' and develop store loyalty in the service marketing perspectives.