• 유통과학연구
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• 제22권1호
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• pp.79-94
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• 2024

Purpose: The popularity of social media has altered how customers interact with businesses, and an increasing number of customers prefer to voice their complaints on social media. Bystanders can observe the customer complaint process on social media, but the impact of transparency on bystanders remains uncertain. Therefore, this study established and verified a model for defining the effect of transparency and service recovery types on bystanders. Research Design and Methodology: In this study, we used the internet survey platform "So Jump" to collect data. And we validated three studies with SPSS 26.0 and Smart PLS 4.0. Result: First, we showed that the transparency process (vs. result) is more likely to increase customer forgiveness and E-loyalty and reduce E-NWOM intention among bystanders. Second, customer forgiveness also plays a complementary mediating role between transparency and E-loyalty, as well as between transparency and E-NWOM intention. Finally, we found a modest interaction effect between transparency (process vs. result) and service recovery types (psychological vs. tangible vs. hybrid) on bystanders' customer forgiveness and E-loyalty. Conclusions: This study provides actionable recommendations for how service managers can effectively employ social media as a means for distributing feedback information to manage service recovery in the future.

• 지식경영연구
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• 제15권2호
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• pp.165-182
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• 2014

Social commerce is regarded as a kind of e-commerce that utilizes social media. Considering increasing complaints around social commerce market, it is important to see customers' satisfaction level and intentions to repurchase. In this study, we examine antecedents that affect customers' satisfaction and relationship between satisfaction and intention to repurchase in social commerce market. We also use social media characteristics as moderators between antecedents and customers' satisfaction. The main results are as follows. First, except site design, most of the intrinsic factors of service quality, such as information, transaction, communication and perceived security had positive effects on customers' satisfaction. Second, all the extrinsic factors of service quality, such as discount rate, constraints, and discrimination had significant impacts on customers' satisfaction. Third, the social media characteristics could not moderate the relationship between service qualities and customers' satisfaction. Fourth, customers' satisfaction had positive effect on the intention to spread through social media. Fifth, customers' satisfaction had positive effect on the intention to repurchase. Social commerce companies need to set up strategies considering the antecedents of customers' satisfaction using these research results. They also need to secure customers that have sustainable purchasing intentions.

• 한국정보교육학회:학술대회논문집
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• 한국정보교육학회 2011년도 동계학술대회
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• pp.233-240
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• 2011

소셜 미디어 (Social Media)는 사람들이 자신의 생각과 의견, 경험, 관점 등을 서로 공유하고 참여하기 위해 사용하는 개방화된 온라인 툴과 미디어 플랫폼으로서 소비와 생산의 일반적인 흐름이 동작하지 않으며, 양방향성을 활용하여 사람들이 참여하고 정보를 공유하며 사용자들이 만들어 나간다. 이런 소셜 미디어에는 블로그(Blog), 소셜 네트워킹서비스(Social Networking Service, SNS), 위키(Wiki), 손수제작물(UCC), 마이크로 블로그(Micro Blog) 5가지가 있다. 소셜 러닝은 넓게는 사람들이 소셜 미디어를 통해 서로 협업과 집단지성을 나누며 스스로 학습하는 것으로 좁게는 소셜 미디어를 통한 학습이라고 정의할 수 있다. 본 논문에서는 소셜 미디어와 Social Learning에 대해 자세히 알아보고 초등학교에서 어떻게 활용할 수 있는지 연구하였다.

• 산경연구논집
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• 제9권11호
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• pp.25-38
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• 2018

Purpose - This study aimed to identify the sub-dimensions of fashion social media quality (information quality, social quality, service quality, system quality) and investigate how they affect purchase intention through fashion information use behavior (information acceptance, information diffusion). Research design, data, and methodology - Data collection was carried out twice for systematic verification of the research model. In the first data collection, the reliability and validity of research variables were verified through 238 respondents and questionnaires were revised and supplemented based on their responses. In March 2018, the final survey was conducted from 755 respondents the age of 20 to 49. Using SPSS 23.0, descriptive statistics, exploratory factor analysis, correlation analysis were performed. In order to test hypotheses, structural equational modeling technique was employed using AMOS 23.0. Results - First of all, fashion Social media quality consists of four factors including information quality, social quality, service quality and system quality. Second, fashion Social media information quality, social quality, and system quality were shown to have a positive(+) effect on information acceptance behavior, and social quality, service quality and system quality were shown to have a positive(+) effect on information diffusion behavior. It was also determined that the acceptance and diffusion behaviors of fashion information through fashion Social media had positive(+) influence on purchase intention. Conclusions - This study holds academic significance in its identification of the components of fashion Social media quality and for conducting an empirical analysis on the causal relationship between fashion information acceptance and diffusion behaviors, and purchase intention. The results of this study indicate that fashion involvement is the key factors in determining the quality of Social media, the acceptance of information through Social media, and, by extension, the purchase of fashion products. Practitioners in the fashion industry may use the findings of this study in order to build more effective Social media strategy.

• Journal of Information Technology Applications and Management
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• 제27권6호
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• pp.31-51
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• 2020

During the last decade, social live streaming service like Periscope, Ustream, and YouNow has developed from a niche market into a mainstream activity. In this media environment, social live streaming service has a tremendous impact on the social behaviors of users. Despite the rapid development, there are a lack of studies to make better understand the media environment changes through social live streaming service. This study adopted an affordances approach that leads us to identify six distinctive social affordances (visibility, accessibility, information sharing, social interaction, role-taking, interactive revenue) for user engagement in social live streaming service. Specifically, this study explores the impact of social affordances on perceived flow, followed by user engagement including passive and active engagement. Empirical data analysis with 258 questionnaires suggests that social affordances affected users' flow perception, and flow has an effect on active as well as passive engagement. Contrary to the expectation in a hypothesized research model, only the impact of accessibility on flow was rejected.

• Asia pacific journal of information systems
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• 제25권2호
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• pp.403-422
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• 2015

Social media websites have continued to proliferate, and the way in which people stay connected has also evolved. The issue of user loyalty a website remains crucial given that the competition is severe. Websites need loyal users who continue to use their sites to survive and be successful. In this research, we applied self-regulation framework to investigate the factors leading to user loyalty to a social media site. In particular, the role of sense of belonging, which is a common emotional reaction to a social media site, is examined. A survey of users in a popular social media site in Taiwan was conducted. Results show that both sense of belonging and service quality have direct effect on loyalty, whereas trust affects loyalty indirectly by fostering a sense of belonging. Service quality affects loyalty through trust and sense of belonging. Notably, trust has insignificant effect on loyalty as originally proposed. Users are then classified into two groups, namely, heavy and light users, based on their usage. Among light users, service quality has no direct effect on loyalty. Therefore, sense of belonging has sole direct impact on loyalty. Both service quality and sense of belonging contribute to loyalty in users who spend more time online. Implications of this study are also discussed.

• Journal of Contemporary Eastern Asia
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• 제12권2호
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• pp.49-59
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• 2013

Social media such as Twitter and Facebook have become popular. In the age of social media, many people have become more active online. For example, about half of all global active Internet users are on Facebook (Perry 2012). Personal branding is a very important strategy to build on an individual's strengths, and this kind of branding is expected to contribute to self-actualization. Therefore, the presence of mentors who advise users to discover their own strong points for self-actualization is necessary. In this paper, we propose a personal branding support service, Mentors, which connects mentors and mentees. The core concept is: "Everyone has the face of both a mentor and mentee." The key function is sharing stages of self-analysis in human life design: Determining value, creating a mission, and forming a strategy. From this function, a good match between a mentor and mentee can be found. The program aims to improve human life by understanding the client's strengths and using social media effectively. Future work includes launching Mentors and evaluating its service.

• 한국정보통신설비학회:학술대회논문집
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• 한국정보통신설비학회 2009년도 정보통신설비 학술대회
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• pp.268-271
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• 2009

In this paper, we analyze social network status and suggest TV SNS Service. According to alexa.com's recent chart, there are three SNS sites (facebook, myspace, twitter) in global top 20 sites. SNS usage has increased dramatically. Recently many SNS are growing up by opening their platform that make it easy to develope new services and functions by third party developers. KT is implementing open platform that is support Widget and SNS service. And Recently Social TV comes into the spotlight. Social TV is combination of social media and TV contents. It is enable to exchange emotion and opinion by communication with other people when watching Video contents. We propose TV SNS Service that provides various services by using advantage of SNS system and Social TV.

• 정보관리연구
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• 제42권4호
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• pp.225-242
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• 2011

인터넷과 정보통신기술의 발달로 최근 기업에서는 블로그, 트위터, 페이스북, 스마트폰 등을 통해 다양한 마케팅을 수행하고 있으며 더 나아가 이를 고객관계관리에까지 응용하고 있다. 이른바 소셜미디어 마케팅을 통해 새로운 가치 창출을 하고 있다. 마케팅과 PR의 불모지라 할 수 있는 국내 도서관계에서도 마케팅에 대한 관심과 활용이 증가하는 가운데 소셜 네트워크 서비스를 도서관 마케팅에 응용하려는 사례가 늘고 있다. 본 연구에서는 최근 국내외 도서관 분야에서 시도되는 다양한 소셜 네트워크 서비스의 현황과 사례를 살펴보고 이를 마케팅 관점에서 비교 분석하였다. 마지막으로 국내 도서관에서 소셜미디어 마케팅을 도입할 때 고려해야 할 사항을 중심으로 성공 전략을 제시하였다.

• 경영과정보연구
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• 제29권4호
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• pp.89-108
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• 2010

소셜네트워크서비스(Social Network Service)는 사람들 사이의 사회적 관계를 중심으로 온라인상에 구축된 친목기반형 서비스이다. 최근 이러한 서비스의 수요와 관심이 그 어느 때 보다 높아진 반면 기술과 서비스적인 측면에서 접근이 아직은 미흡한 실정이다. 본 연구는 다양한 소셜네트워크 서비스 가운데 전 세계적으로 가장 유명하고 이용자수가 최대인 페이스북(Facebook)을 대상으로 기술과 서비스적 접근을 바탕으로 페이스북이 성공한 요인이 무엇인지 살펴보았다. 이를 위해 소셜네트워서비스를 사용한 경험이 풍부한 사용자들의 행동을 관찰 하였다. 그 결과 기술적인 측면에 해당하는 비동기적인 방식이 사교성을 향상시키고 기술의 공개성은 서비스적인 측면에서 폐쇄성을 지향하는 방향으로 작동하는 것을 발견하였다. 이는 소셜 미디어가 갖는 독특한 특질이다. 이러한 요소를 고려해서 소셜 미디어를 개발할 때 성공적인 소셜네트워크서비스가 가능 할 것으로 기대한다.