• 한국전자거래학회:학술대회논문집
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• 한국전자거래학회 2004년도 e-Biz World Conference
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• pp.251-254
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• 2004

1. Research Background ·Customer support or service in organization is one of the most important business improvement theme in improving their business competences. -Many customers view customer support as one of the most impotant criteria when evaluating a product or a service(Foo et al., 2000) -Customer service has a strong link to customer satisfaction, which then yields customer loyalty and long-term profitability(Szymanski ＆ Henard, 2001： McKenna, 1991)(omitted)

• 디지털융복합연구
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• 제12권1호
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• pp.149-161
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• 2014

경제 선진화에 따라 GDP중 서비스 산업의 비중은 점점 커지고 있다. 서비스 산업 발전은 고용 문제 해결과 내수 시장의 활성화를 유도하며, 의료, 교육, 문화 등의 수요 창출, 제조업의 경쟁력 강화 및 경제 전반에 발전을 기여할 것이다. 정보통신 기술의 발전과 그에 따른 삶의 질 향상, 그리고 글로벌 무한 경쟁 등 경쟁 환경 변화 등으로 기업, 공공 기관 등의 소비자 또는 고객의 욕구는 날로 증대되고 있다. 이러한 환경 속에서 기업 등은 고객과의 소통, 고객 불만 처리, 신규 고객 유치 및 유지 등의 목적으로 비대면 접점인 콜센터를 운영하고 있다. 본 연구는 비대면 접점인 콜센터의 성과 제고를 위하여 서비스 및 프로세스 개요, 업무 성과 평가, 콜센터 평가 등에 관한 연구를 통하여 문제점을 분석하고 콜센터의 '서비스 프로세스 모델링' 및 향후 정책과제를 도출하고자 한다.

• Smart Structures and Systems
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• 제17권5호
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• pp.795-817
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• 2016

A non-contact, in-situ and non-invasive technique for health monitoring of submerged fiber reinforced polymers (FRP) laminates has been developed using ultrasonic guided waves. A pair of mobile transducers at specific angles of incidence to the submerged FRP specimen was used to excite Lamb wave modes. Lamb wave modes were used for comprehensive inspection of various types of manufacturing defects like air gaps and missing epoxy, introduced during manufacturing of FRP using Vacuum Assisted Resin Infusion Molding (VARIM). Further service induced damages like notches and surface defects were also studied and evaluated using guided waves. Quantitative evaluation of transmitted ultrasonic signal in defect ridden FRPs $vis-{\grave{a}}-vis$ healthy signal has been used to relate the extent of damage in FRPs. The developed technique has the potential to develop into a quick, real time health monitoring tool for judging the service worthiness of FRPs.

• 한국의류학회지
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• 제27권9_10호
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• pp.1060-1071
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• 2003

This study was intended to identify customer's response to CRM of fashion business.488 questionnaires were distributed to male and female respondents aged 16 to 55, and then analyzed by descriptive statistics, oneway-ANOVA, chi-square test, and factor analysis. As a result of customer information management, respondents evaluated taste, interest and demographic informations as most valuable. But they did not value personal and credit information. For CRM concept, 4 factors were determined: continuous care and suggestion, particular service to important customer, customer management program development, and customer convenience consideration. For CRM activity, 3 factors were determined: customization, information offering, and programmed service strategies. Respondents were having positive attitude toward CRM concept and activity of fashion business. Among customer loyalty programs, they affected by immediate and direct programs most. The preference of customer contact methods was differentiated by sex and age groups. Males and teenagers preferred e-mail, and females preferred catalog and telephone connection.

• 한국안전학회지
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• 제18권4호
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• pp.110-114
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• 2003

In this study is proposed the advanced elasto-plastic analytical method which can identify complex structural behaviors on the splice part of steel structures such as sliding and plastic contact problem between splice plates and blots. Compliated boundary conditions and various manufacturing defects are considered in various analytical cases. In the design or repair phase the plastic behavior and ultimate strength of splice parts should be very carefully verified to extend the service life of steel structures.

• 한국디자인학회:학술대회논문집
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• 한국디자인학회 2003년도 가을학술발표대회
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• pp.62-63
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• 2003

• 한국의류학회지
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• 제35권6호
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• pp.700-711
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• 2011

The purposes of the study were to identify the online service attributes that contribute to online consumer experiences of satisfaction, service failure, and service recovery and to examine whether differences exist in these attributes between U.S. and Korea. E-A-S-QUAL provided a useful framework for the study. Focus group interviews and web surveys were conducted by utilizing college students in both countries. No significant cultural differences were found in online service dimensions of service satisfaction. Personalization was the most frequently mentioned online service dimension of service satisfaction both in the U.S. and Korea. The findings showed significant cultural differences in terms of online service dimensions responsible for service failure and recovery. For Korean consumers, merchandising was one of the key online service dimensions of service failure, while efficiency was the important service dimension resulting in service failure for the U.S. consumers. In addition, for U.S. consumers, efficiency and personalization were the two most frequently mentioned service dimension for service recovery, while Korean consumers put more importance on the contact and information dimensions for service recovery. This study provided a comprehensive list of online service attributes important to online apparel retailing.

• 경영과정보연구
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• 제36권4호
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• pp.187-209
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• 2017

서비스 산업의 성과와 경쟁우위 확보는 서비스를 생산하고 고객과의 접촉을 통해 서비스를 전달하는 서비스 접점 종업원 태도와 행동에 달려 있다고 해도 과언이 아니며 지금까지의 서비스 접점직원에 대한 대부분의 연구는 친절함이나 태도 혹은 유익함과 같은 고객들과의 접촉에 관계된 것들이다. 본 연구는 증가되는 접점 직원의 중요성에 중점을 두어 접점 직원을 하나의 브랜드로 인식하는 휴먼브랜드의 관점에서 연구를 하고자 한다. 또한 서비스 접점에서 직원의 역할 뿐만 아니라 고객참여 행동이 접점직원과의 상호작용과정에 영향을 미치고, 궁극적으로 서비스품질을 향상시킬 수 있다는 결과는 더이상 고객을 통제대상에서 제외시킬 수 없다는 결론에 이르게 되었다. 고객참여행동은 고객 스스로에게 뿐 아니라 접점직원에게도 긍정적인 영향을 미치는 것으로도 밝혀지고 있다. 따라서 서비스 접점직원의 휴먼브랜드적 특성이 고객의 참여도를 이끌며, 이는 서비스 브랜드와의 관계와 서비스 브랜드 태도에 긍정적인 영향을 미친다는 것을 기본 이론으로 하고, 서비스 브랜드를 이용하는 고객을 대상으로 설문 조사를 진행하고 분석하였다. 서비스브랜드와 고객과의 관계 강화 형성에 미치는 영향에 있어 서비스 접점직원의 휴먼 브랜드적 특성과 고객의 자발적인 정보제공 참여도를 함께 살펴봄으로써 선행 연구들을 더 확장시킬 수 있을 것으로 판단하여 진행하였다. 연구 결과 접점직원의 휴먼 브랜드적 특성 중 신뢰성, 친숙성, 공감성이 고객과 서비스 브랜드와의 관계 강화와, 서비스 브랜드에 대한 태도에 영향을 미치는 것으로 나타났다. 본 연구의 검증으로 기업이 마케팅에 있어 가장 중요한 부분을 차지하는 접점직원의 자질 및 특성을 검토할 수 있게 함으로써 이론적 실무적인 전략에 중요한 시사점을 제공하리라 본다.

• 웰빙융합연구
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• 제7권3호
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• pp.43-53
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• 2024

Purpose: his study aims to explore how healthcare provider service characteristics in telemedicine services, which have become more common since the pandemic, affect rapport formation and service satisfaction with healthcare providers. Research design, data and methodology: A group of actual telemedicine users underwent data collection and empirical analysis. After analyzing reliability and validity, hypotheses were tested using a structural equation model. Results: Key perceived attributes of healthcare providers in telemedicine services were identified as doctor effort, doctor listening, and doctor expertise. Each of these variables had a significant positive impact on trust in telemedicine. Moreover, these attributes significantly positively impacted rapport formation and user service satisfaction, which was mediated by trust. However, the direct impact of rapport formation on service satisfaction was not supported. Conclusions: The study's findings have academic and practical implications for expanding telemedicine services. As an initial empirical study on telemedicine services, it confirms the importance of trust and rapport formation even in non-face-to-face medical situations. In order to overcome the limitations of non-physical contact, telemedicine services should strive to develop UI/UX designs that are more interoperable and boost trust in service apps.

• 대한수의학회지
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• 제40권4호
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• pp.719-727
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• 2000

A study was conducted to determine the susceptibility of swine to Korean foot-and-mouth disease virus (FMDV; subtype O, isolated from Chungju province) in April, 2ooo. One holstein cow was inoculated intradermolingually with suspension of homogenized tissue from a Korean native cow naturally infected with Korean FMDY. Infected cow was housed with one susceptible cow and one susceptible pig (contact sentinels). Four additional susceptible pigs were housed in the same room but caged separately (non-contacted sentinels). The contacted pig and cow as well as non-contact pigs developed typical clinical signs after 2, 3, and 7 days post exposure, respectively. We compared neutralizing antibody from the animals to FMDV $O_1$ Lombardy, O Taiwan, $O_1$ Campos, and $O_1$ Manisa after 0, 4, 7, 10, 14, 21, 28 days post challenge and post-exposure. The highest viral neutralization titer could be interpreted that serotype O Korea (Chungju isolate) is antigenically more related to $O_1$ Manisa. In addition, immunohistochemistry was used to further characterize Korean FMDV from tissues of infected pigs. Korean FMDV antigen was observed in the tongue, hoof, esophagus, and tonsil tissues of sentinel pigs. These findings suggest that Korean FMD virus isolated from cattle can be rapidly transmitted to pigs both directly and indirectly contrast field observation in which only cattle were clinically ill.