• Journal of Industrial Convergence
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• v.20 no.9
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• pp.109-118
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• 2022

The purpose of this study was to verify influences of growth needs of staff at the welfare center for people with disabilities on customer orientation and mediation effect of participative decision-making on this relationship. For this purpose, we conducted a survey of 900 staff at welfare centers for people with disabilities nationwide, and 847 data were finally analysed. In order to verify mediation effect of participative decision-making, the hierarchical regression model proposed by Baron and Kenny was conducted. The main results were as follows. First, growth needs influenced positively on customer orientation. Second, participative decision-making mediated this relationship. Based on findings, this study suggested alternatives in terms of individual and organizational aspects to improve customer orientation of them.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.3
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• pp.110-124
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• 2019

In recent years, over-supply of hospitals has made hospital management more difficult and hospitals have introduced innovative hospital management to enhance customer satisfaction. The purpose of this study is to investigate the effect of innovativeness of hospitals on customer satisfaction by using mediating effects of hospital capacity and location strategy. The subjects of this study were selected from 120 patients and caregivers who were hospitalized in Seoul and Metropolitan area hospitals and conducted questionnaire and statistical analysis. The results of this study are as follows: Firstly, this paper shows hospital Innovativeness does not significantly affect customer satisfaction. Unlike private companies, it is urgent to develop innovativeness measuring tools that are unique to hospitals differentiated from those of general companies. Secondly, although the impact of Innovativeness on hospital internal competency and location strategy was similar, location strategy(${\beta}=0.357$) had a greater impact on customer satisfaction than internal competency(${\beta}=0.283$). This suggests that the medical institution should take precedence over the detailed preparations based on its location marketability, traffic infrastructure, building sales and medical concentration from the time of its opening. Thirdly, this paper confirms through empirical analysis that the relationship between hospital Innovativeness and customer satisfaction is completely mediated by internal capacity and location strategy. The hospital's Innovativeness is affecting customer satisfaction by enhancing the hospital's internal competencies and inducing an active attitude toward establishing a location strategy.

• Journal of National Security and Military Science
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• s.3
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• pp.243-263
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• 2005

The purpose of present study is to applied center assess method to Military General's Promotion System. This study aim to examine assessment center method based on core competency model will be applied to Military General's Promotion System and Human Resource Management. This study propose that Military General's core competency model based on job analysis to identify competency of Army, Navy, Air Force's Generals and to identify the consequences and performances of assess center method. This study propose that assess center method applied to Military General's Promotion System have many kinds. Facilitated Simulation methods were Planning and Analysis /Oral Presentation, Presentation management Coaching, customer /Peer lnteraction. Non-facilitated Simulation methods were In-Basket game, Leaderless Group Discussion, role playing. And this study propose that Military General's assessment center method based on core competency model will be effective in Military field.

• IE interfaces
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• v.13 no.3
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• pp.455-461
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• 2000

Logistics systems can be evaluated by how productively distribution center operates, how promptly transportation vehicle dispatches, how efficiently facility layout is, and so on. In this paper, a practical vehicle routing scheme with fixed delivery time and fixed vehicle routes is introduced. The method helps the distribution center reduce logistics cost with respect to dispatching vehicles, and satisfy the customer with pre-determined delivery time window constraints. A case study has shown that the proposed scheme not only generates a feasible schedule with time windows, but also balances material flow in warehouse.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.20 no.44
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• pp.33-46
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• 1997

The location decision problem for distribution center is one of the most important problem in business logistics system. Because the proportion of holding and transportation cost to physical distribution cost in our country exceed the 60%, a corporation must feel strong pressure to investigate the location problem for distribution center. This paper presents an algorithm for determining the best location of distribution center in consideration with physical distribution cost, demand, and customer location. The methods of determining the distribution center location is that firstly many of proposed sites are built up where demand position is distributed, and then optimal location of distribution center is selected.

• International Journal of Contents
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• v.5 no.3
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• pp.1-7
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• 2009

The importance and the value of call center callers are increasing since they play very crucial roles as representatives of their companies at the closest contact point with customers. However, they have low satisfaction at work and are more likely to leave their jobs due to the fact that they are exhausted from heavy work load; they provide less pay and less chance for promotion than other jobs in the same industry. The high turnover costs companies high expenses on finding and training new callers. In the mean time, customer satisfaction may drop and it can give the customers negative image of the company. Therefore, solutions are required to keep the turnover of call center callers to the minimum. In this study, call center employees in Gwangju area were investigated for their job attitude and turnover intention. Based on the results, several implications are suggested.

• Journal of the Korea Safety Management & Science
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• v.8 no.3
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• pp.103-114
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• 2006

A cross docking operation involves multiple trucks (known as inbound trucks) that deliver items from suppliers to a distribution center and multiple trucks (known as outbound trucks) that ship items from the distribution center to customers. Based on customer demands, an inbound truck may have its items transferred to multiple outbound trucks. Similarly, an outbound truck can receive its consignments from multiple inbound trucks. A unique characteristic of a cross docking system is the absence or prohibition of long term storage of items at the distribution center. Items delivered to the distribution center from suppliers are shipped to customers as soon as possible without being placed in storage in the distribution center. The objective of this paper is to develop the optimal operational strategy for finding the best truck docking sequence for both inbound and outbound trucks in order to minimize total operation time where a temporary storage area is not available in a cross docking system.

• Journal of Navigation and Port Research
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• v.41 no.6
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• pp.415-422
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• 2017

In a situation where there is excessive competition among logistics centers due to the low price of logistics centers for attracting freight volume, the conditions provided by the logistics centers are similar. Therefore, in order to determine the logistics center, we want to find out what kind of differentiated service the shippers desire, as well as what level of service they want in addition to al ow price. There are currently no studies about the service quality of logistics centers. The components of the service quality of the logistics center were extracted by applying them to the logistics center based on the existing service quality theory. Factor analysis revealed five dimensions of service quality: tangibility, reliability, empathy, assurance, and know-how. It was found that service quality had a statistically significant influence on customer satisfaction, from the investigation of the causal effect relationship. In addition, 'Know-How' among these factors has more influence on customer satisfaction, so it is important to accumulate differentiated 'Know-How' only in logistics centers.

• Journal of Korean Society of Rural Planning
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• v.21 no.3
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• pp.113-120
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• 2015

The Purpose of this study is to analyze the importance and satisfaction on the items related to rural education farm management. The survey was carried out on the operators of rural education farm from October 6th, 2014 to April 30th, 2015, and 144 questionnaires were used for the final analysis. According to the analysis result, In the first quadrant, the environment of the farms(safety of the education farms, accessibility to the farms) and the existing customer management(dealing actively with the customer complaints, consulting with schools regarding the hands-on education and the feedbacks) were included. In the second quadrant, fourteen items were included. To mention these items in detail, the environment of the farms(lounge area for the guiding teachers), customer management(diversification of the publicity for the education farms, efforts to secure loyal customers, efforts to create new customers), campaigns of publicity and contents of publicity management(diversification of the publicity channels for education farms, off-line contents management, on-line contents management), ensuring professionalism(worksheet development and utilization, periodical supplemental education for operators), hands-on education programs(new program development, customized program development, distinguished program development), costs(efforts for cost reduction, fees for hands-on education) were included. In the third quadrant, the environment of the farms(size of the education farms), publicity activities and publicity contents management(enthusiastic publicity activities), strengthening professionalism(participation in the training programs related to rural education farm management) and in the fourth quadrant, the environment of the farms(environmentally-friendly and aesthetic natural landscape, convenient facilities such as powder rooms and washstands, parking lots) were included.

• Journal of Information Technology Services
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• v.8 no.4
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• pp.17-40
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• 2009

This study is to guide to estimate service quality on ITSM operation based on ITIL(IT Infrastructure Library). ITIL v2 and v3 provide how to integrate framework of IT service and business process. It is widely used as ITSM operation base. As a latest IT trend, ITSM covers Hardware, Software, SaaS, Network, Call center, Helpdesk, ASP portal and IT operation. Servicedesk is selected as target area where valid sampling is addressable and service change is rapid. Traditional Helpdesk was focusing on technical support to solve internal IT issues passively. But it was evolved into Service Desk which focus in process and provide integrated service from customer's business view point preventively and proactively. Accordingly outsourcing types business are normally performed by group of professional capability. Service quality is measured under the SLA(Service Level Agreement). This study utilized SERVQUAL model as service quality measuring tool developed by Parasuraman, Zeitaml and Berry to find critical factors to satisfy customer. And test was processed regarding effectiveness of IT organization and customer view point thru sampling. Though valid parameters can be changed by ITSM areas under the SERVQUAL models, they naturally can be accepted as a index of service quality measurement after sampling test with acceptable significance. And I recommend to follow this study as a preparation before official SLA.