• 한국도서관정보학회지
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• 제46권1호
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• pp.25-42
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• 2015

본 논문의 목적은 고객의 소리(Voice of the Customers: VOC)를 활용하여 고객만족서비스를 제공하는데 있다. VOC는 정보서비스를 제공하는 기관들에게 고객만족도 제고와 정보서비스 개선을 위한 의사결정에 영향을 미치는 중요한 정보이다. K연구원은 과학기술분야 정보서비스인 NDSL을 이용하는 고객들의 요구, 건의사항 등의 고객의 소리를 VOC통합관리시스템(VCMS)으로 관리하고 있다. 본 연구는 지난 25개월 간 VOC통합관리시스템에 축적된 VOC 1,738건을 분석하여 정보서비스 개선방안을 제안하였다. 본 논문의 결과는 도서관이나 정보센터가 VOC를 반영한 정보서비스를 제공하고자 할 경우 기초자료로 활용될 수 있을 것으로 기대된다.

• 한국조리학회지
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• 제13권2호
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• pp.12-21
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• 2007

The purpose of this study was to examine the effect of subjective norms on customers' intention to engage in voice of dissatisfaction responses, the effect of subjective norms on attitude, and the mediating effect of attitude on the relationships between subjective norms and customers' intention to engage in voice of dissatisfaction responses. The simple regression analysis is used in order to estimate the effects of subjective norms on customers' intention to engage in voice of dissatisfaction responses and attitude. The mediated regression analysis is used in order to estimate the mediating role of attitude of the effect of subjective norms on customers' intention to engage in voice of dissatisfaction responses. Results of the study demonstrated that the inclusion of perceived behavioral control did significantly improve the predictability of the voice of dissatisfaction response intentions. Furthermore, the mediating analysis indicated that the influence of subjective norms was mediated by mediator. In the contests of voice behavior, the effect of subjective norms on intention was mediated by attitude.

• 지식경영연구
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• 제19권1호
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• pp.147-174
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• 2018

Recently, firms have been putting forth significant efforts to fulfill various demands and high expectations of customers. The role and importance of customer centers as a direct contact point for customer relationship management are more emphasized than previously. A customer center draws attention as a new alternative to secure corporate competitiveness as it contributes to sales increase, being in a position to satisfy customers' needs by ensuring customers' access to information. A customer center is an aggregation of various information and communication technologies. In particular, a voice recognition/analysis technology based on big data can elaborate customer services further, enhance customer satisfaction, and trigger constant interactions with customers. A customer center can be transformed to a hub of customer knowledge and the embodiment of business intelligence in the front line of business. This article is a case study on how the customer center of the K life insurance company regarding customer center operation collects and analyzes customer information and how it has established its voice recognition/analysis system based on big data to improve customer experience management. Factors affecting the successful introduction and implementation of voice recognition/analysis system to a firm, are examined.

• 대한인간공학회지
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• 제21권1호
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• pp.51-65
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• 2002

As the method of providing information is getting multimedia, the synthetic voice is used in not only CTI(Computer Telephony Integration), information service for the blind, but also applications on internet. But properties of synthetic voice, such as speech rate, pitch, timbre and so on, are not adjusted to customers' preference but providers' preference. In order to consider customers' preference, this study proposed four subjective factors of voice through the evaluation of voice using the method of sensibility ergonomics. And the relation synthetic voice to be agreeable to the ear with emotional images was formulated as a fuzzy model. Consequently, this study proposed the speech rate and pitch of synthetic voice which is agreeable to the ear.

• 한국식생활문화학회지
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• 제21권5호
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• pp.500-506
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• 2006

The purpose of this study was to examine the mediating role of attitude, subjective norm, and perceived behavioral control on the relationships between past behavior and customers' intention to engage in voice of dissatisfaction responses. Results of the study demonstrated that the inclusion of past behavior improved the predictability of the voice of dissatisfaction response intentions. Furthermore, the mediating analyses indicated that the influence of past behavior was mediated by mediator. In the contests of voice behavior, the effect of past behavior on intention was not mediated by attitude and perceived behavioral control. Meanwhile, subjective norm mediated the relationship between past behavior and the intention to engage in voice behavior.

• 유통과학연구
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• 제16권8호
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• pp.69-77
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• 2018

Purpose - With growing competition in the service distribution industry, the importance of managing customer complaints has increased. If firms handle customer complaints effectively, they can strengthen customer loyalty and repurchase intention. Many studies have focused on customers expressing complaints, yet research on silent customers is scant. This study focuses on two types of complainers and non-complainers. In other words, this study is to examine the value of voice complaint intention and no-action intention. This study also investigates how perceptual and relational factors affect complaint intention. Research design, data, and methodology - This study was carried out using the survey with undergraduate students who have faced a service failure in a retail store(fast foods, electronics, apparel). And if such complaint were to occur again, respondents were asked about any possible action they would take. 300 questionnaires were distributed and a total of 279 respondents provided complete and usable data. The sample consisted of 158 males(56.6%) and 121 females(43.4%). The structural equation modeling analysis was used for the hypothesis test. Results - The results are as follows. First, attitude toward complaining, likelihood of successful complaint, and ease of complaint were positively related to voice complaint intention. Second, attitude toward complaining, likelihood of successful complaint, and ease of complaint were negatively related to no-action intention. Third, commitment was positively related to voice complaint intention but didn't have a significant negative impact on no action. Forth, voice complaint behavior reduced switching intention and no-action intention enhanced switching intention. Conclusions - The findings of this study confirm the value of complaint behavior and show voice complaint intention and no-action intention should be managed differently. Voice complaint intention is evaluated positively because it reflects customers' concerns about the company, while no-action intention is evaluated negatively. Attitude toward complaing is the most effective in increasing voice complaint intention and likelihood of successful complaint is a major factor in reducing no-action intention. Also, in explaining switching intention, voice complaint intention plays a more important role than no-action intention.

• International journal of advanced smart convergence
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• 제11권1호
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• pp.55-63
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• 2022

Although research on the leader's or speaker's voice has been continuously conducted, existing research has a single point of view. Sound analysis of voice characteristics has been studied from engineering perspectives, and leadership trait theory has been studied from a business perspective. Convergence studies on leader voice and member cognition are being attempted today. Convergence research on voice has a positive effect on refinement of voice analysis, diversification of voice use, and establishment of voice utilization strategy. This study explains the current flow of research on convergence between speaker's voice and listener's perception, and suggests a direction for the future development of voice fusion research. Furthermore, in connection with AI in the 4th industrial age, new attempts for voice research are sought. First, advances in AI focus on strategically generating the voices needed for individual situations. Second, the voice corrected in real time will support the leader and speaker to utilize the desired voice type. Third, voices through AI based on big data will affect the cognition, attitude and behavior of individual listeners who members, customers, and students in more diverse situations. The purpose and significance of this study is to suggest the way to research the leader's voice recognized by members, and to suggest a method that can be applied in various situations.

• 한국컴퓨터정보학회논문지
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• 제24권7호
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• pp.93-100
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• 2019

In this paper, we propose an intelligent marketing service system that can provide custom advertisements and events to both businesses and customers by identifying the location and contents using the ultrasonic signals and feature information in voice signals. We also develop the encoding and decoding algorithm of ultrasonic signals for this system and analyze the performance evaluation results. With the development of the hyper-connected society, the on-line marketing has been activated and is growing in size. Existing store marketing applications have disadvantages that customers have to find out events or promotional materials that the headquarters or stores throughusing the corresponding applications whenever they visit them. To solve these problems, there are attempts to create intelligent marketing tools using GPS technology and voice recognition technology. However, this approach has difficulties in technology development due to accuracy of location and speed of comparison and retrieval of voice recognition technology, and marketing services for customer relation are also much simplified.

• KSII Transactions on Internet and Information Systems (TIIS)
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• 제14권12호
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• pp.4706-4724
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• 2020

With various structured data, such as the company size, loan balance, and savings accounts, the voice of customer (VOC), which is text data containing contact history and counseling details was analyzed in this study. To analyze unstructured data, the term frequency-inverse document frequency (TF-IDF) analysis, semantic network analysis, sentiment analysis, and a convolutional neural network (CNN) were implemented. A performance comparison of the models revealed that the predictive model using the CNN provided the best performance with regard to predictive power, followed by the model using the TF-IDF, and then the model using semantic network analysis. In particular, a character-level CNN and a word-level CNN were developed separately, and the character-level CNN exhibited better performance, according to an analysis for the Korean language. Moreover, a systematic selection model for optimal text mining techniques was proposed, suggesting which analytical technique is appropriate for analyzing text data depending on the context. This study also provides evidence that the results of previous studies, indicating that individual customers leave when their loyalty and switching cost are low, are also applicable to corporate customers and suggests that VOC data indicating customers' needs are very effective for predicting their behavior.

• Journal of information and communication convergence engineering
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• 제14권1호
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• pp.9-13
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• 2016

With the introduction of the data-oriented plan for LTE service, one may concerned with the background of the ISP's policy in charging for LTE services. In this work we investigate the latest usage patterns of voice and data applications for customers over the current mobile network, via which we investigate why mobile operators introduced data-oriented plans. To be specific, we collected the real-field data for the volume of voice and data traffic from the LTE network before the data-oriented plans were introduced. From the collected data we compute the absolute volume as well as the proportion of voice and data applications. From these observations we infer mobile operators' reasoning behind the decision to introduce data-oriented plans with unlimited voice calls over the mobile network.