• Proceedings of the Korea Society of Information Technology Applications Conference
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• 2007.11a
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• pp.108-109
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• 2007

• Journal of Korea Society of Digital Industry and Information Management
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• v.11 no.3
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• pp.125-143
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• 2015

As improving the life quality of citizen because of development of Urbanization and Information, civil application service of public institutions has been changed. The government provides a 24-hour civil service of e-government, public institutions operate U-complaints call center to pursue a personalized service to customers. As customer service are diversified, the inconvenience of service is increased. Therefore, public institutions instituted U-complaints call center to solve increased complaints. In early days, public institutions operated simple call center. However, it became intelligent U-complaints call center by SNS. The more increase the importance of agents' contact customer service, the more increase Job Performance considered by Organizational Commitment & Job Satisfaction of call center agents. This study analyzed that applied to Fairness Theory with Organizational Commitment, Job Satisfaction and analyze U-complaints call center agents' role and job performance of public institutions. Proposed a research model applied to job satisfaction with key variables, organizational commitments, job satisfaction. It's expected to impact on job performance of U-complaints call center agents in public institutions. For empirical study of research model, conducted a survey of the U-complaints call center agents of public institutions. 170 samples were collected from the survey and analyze relationship between the factors. Procedural justice, distribution fairness, fairness interaction are significant influence on organizational commitment of parameters by analysis U-complaints call center agents. Procedural justice and fairness of interaction was found not to effect on parameters of job satisfaction. Also, parameter, organizational commitment have significant influence on job satisfaction. However, have no influence on job performance. Therefore, the parameters of job satisfaction have significant influence on job performance. Public institutions should adopt to improve the quality of citizen services through U-complaints call center agents.

• Journal of Distribution Science
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• v.11 no.10
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• pp.17-25
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• 2013

Purpose - This study analyzes the effect of customers' perceived service innovativeness of service centers for electronic goods, on repurchase intentions of customers, using behavior intentions of service centers as a mediator variable. In customer management and customer relationship marketing, service centers can be the most representative customer relationship management departments because they are most closely placed at the interface with customers. In addition, this study intends to investigate if continuous relationship with customers during one-time product-selling can affect their repurchase intentions. Specifically, this research aims to investigate if the expansion of the saturated physical market of the manufacturing business, to intangible service markets, can be competitive enough to satisfy customer needs. Research design, data, and methodology - This study targets college students, and especially those who have computers, digital cameras, or cell-phones, and often use electronic products and services. In order to investigate our hypothesis, we analyzed dates through SEM (structural equation modeling) using SPSS for Windows 18.0 and AMOS 18.0. In addition, we measured Cronbach's α coefficient using SPSS for Windows 18.0 in order to measure reliability. Further, using AMOS 18.0, this research statistically measured convergent validity as well as discriminant validity, and examined mediation models and path models in which service innovativeness leads to customers' repurchase intentions of electronic products. Results - As a result, this research shows that customers' perceived service innovativeness of service centers for electronic goods has significant positive influence on customers' behavior intentions of service centers. In addition, service innovativeness of electronic goods' service centers also has significant positive influence on repurchase intentions of customers. Conclusion - This study investigates the effect of customers' positive relation with the innovativeness of electronic service center on their behavior intention and product repurchase. The more concrete, important results of the study are as follows. Through the mediating effect, the findings of the study suggest that customers' behavior intentions of service centers partially mediate the effect of customers'perceived service innovativeness of service centers for electronic goods on customers' repurchase intentions. This research also provides an insight that the importance of service innovativeness and innovative approaches in managing customers should be recognized in the process of repurchase and service roles of manufacturing business as a way for customer management. As a result, the relationship between customer satisfaction and service quality of service centers for the electronic products is very sensitive. Although previous studies focus on certain aspects of the case for enhancing service innovation (Kim, 2012), this research recommends that the service centers need to understand the customers'desire first and try to adapt to achieve customer satisfaction by being innovative. This innovativeness of service centers would make customers visit them consistently, which in the long run, will also influence their repurchase decisions.

• Journal of Internet Computing and Services
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• v.13 no.3
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• pp.107-114
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• 2012

In this paper, we proposed an automatic monitoring system for contact center in order to manage customer's complaint and agent's quality. The proposed system allows more accurate monitoring using emotion recognition and keyword spotting method for neutral/anger voice emotion. The system can provide professional consultation and management for the customer with language violence, such as abuse and sexual harassment. We developed a method of building robust algorithm on heterogeneous speech DB of many unspecified customers. Experimental results confirm the stable and improved performance using real contact center speech data.

• Journal of the Korea Society of Computer and Information
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• v.24 no.3
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• pp.29-39
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• 2019

In this study, we introduce a model that satisfies energy efficiency and economical efficiency by introducing and demonstrating cogeneration generators in industrial complexes using various actual data collected at the site. The proposed model is composed of three scenarios, ie, full - time operation, scenario operated according to demand, and a fusion type. In this study, the power generation profit and surplus thermal energy are measured according to the operation of the generator, and the thermal energy is traded according to the demand of the customer to calculate the profit and loss including the heat and evaluate the economic efficiency. As a result of the study, it is relatively profitable to reduce the generation of the generator under the condition that the electricity rate is low and the gas rate is high, while the basic charge is not increased. On the contrary, if the electricity rate is high and the gas rate is low, The more you start up, the more profit you can see. These results show that even a cogeneration power plant with a low economic efficiency due to a low "spark spread" has sufficient economic value if it can sell more than a certain amount of heat energy from a nearby customer and adjust the applied power through peak management.

• Journal of the Korean Data and Information Science Society
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• v.17 no.2
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• pp.335-344
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• 2006

The purpose of this paper is to apply data mining method for the inbound call center optimization. Data mining analysis is come to be used in order to predict the degree of difficulty on the consultation. It is the method of maximal efficiency for the call center that uses of the predicted degree of difficulty and customer grade as routing which hits to the skill of the consultation unit. This method is to get the possibility of efficiency for the call center with the maximum efficiency.

• Proceedings of the KIEE Conference
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• 2003.07a
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• pp.311-313
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• 2003

There have been public attraction and studies about distributed generation systems. But protective relay must be installed between utility system and customer owned distributed generation system has not been developed. So this paper describes the development of a digital protective relay for interconnection. The developed protective relay includes protective elements required by KEPCO at the interconnection point.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.20 no.44
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• pp.61-68
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• 1997

The algorithm of customer demand decomposition suggested by this study is a reconstruction method of distribution network under the allowance of same level supply. Regional distribution center(RDC) distributes additional inventories of some of the supplying items to retailers under its charge to reduce the time needed for emergency delivery to neighborhood retailer where backlog happened. This also restrict the purpose of the inventories held by RDC as only regular supply. All of which leads to the creation of more realistic method allowing the affiliation of closing related RDC with one in the vicinity. In this study, the role of RDC is restricted only as supplying items regularity and the conruction of distribution system processing through the closing by consideration of the possibility of supplying retailers from the RDC in the vicinity is discussed.

• Smart Media Journal
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• v.2 no.2
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• pp.20-27
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• 2013

The concept of social media is top of the agenda for many business executives and decision makers, as well as consultants try to identify ways where companies can make profitable use of applications such as Netflix, Flixster. The social media is playing an increasingly important role as the information sources for customers making product choices etc. With the flourish of Web 2.0 technology, customer reviews are becoming more and more useful and important information resources for people to save their time and energy on purchasing products that they want. This paper proposes the Bayesian Probabilistic Classification algorithm to mine the social media review, and evaluates it by different splits and cross validation mechanism from the real data set. The explored study experimental results show the robustness and effectiveness of proposed approach for mining the social media review.

• Proceedings of the IEEK Conference
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• 2002.07a
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• pp.595-598
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• 2002

This paper proposes neighborhood reduction techniques in local search of the customer decomposition subproblem in the Multi Depots Vehicle Routing Problem with Time Windows (MDVRPTW) by using geospatial relation among depots and customers. The neighborhood of the customer decomposition subproblem can be simply and well defined but it should include excessively bad solution candidates. Our techniques find such candidates by using information of the problem domain, geographical relation. We use our techniques in Tabu Search and evaluate the effectiveness in computer experiment.