• 한국IT서비스학회지
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• 제8권1호
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• pp.29-45
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• 2009

In this research, a model to measure the correlation between the performance of customer contact center and the business performance is developed using the well-known model, the market damage model of TARP. Three hypotheses are suggested and verified using real customer profit data and customer access data of the Industrial bank of Korea. As a result of this research, we know that there is a positive relation between increase of business profit and contact experience of customers to customer contact center. Also, customer satisfaction level for customer contact center contact experience is positively correlated with increase of business profit of the company. However, we could not find a meaningful correlation result between number of contacts to customer contact center and the business profit. Although this study is based on a particular one company data, the analyzation framework can be applicable to other banking companies for showing relations between performance of customer contact center and business profit of the company.

• 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.

• 지식경영연구
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• 제20권3호
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• pp.17-38
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• 2019

Rrecently, companies have made great efforts to satisfy various needs and heightened expectations of customers, and the importance of customer center as customer contact department for customer relationship management is increasing. In the knowledge ecosystem, corporate customer centers are emerging as a new alternative to acquiring corporate competitiveness by increasing sales and increasing market share by improving marketing support activities and customer relationship management at customer contact points. As a result, the interest in the customer center has increased rapidly because it provides the opportunity to contact with the customer. In addition, in the era of the fourth industrial revolution, the customer center, which is a collection of information and communication technologies, has a big databased voice recognition technology to elaborate customer service, thereby enhancing customer satisfaction and contributing to marketing through continuous interaction with customers. Of course, we have the opportunity to transform into the frontline business intelligence front for customer knowledge. This study is a comparative case study on how the customer center of K Life Insurance that takes the lead in the customer center industry has successfully renewed and established their key information systems to improve customer services and reinforce marketing support competencies. Based on the above, this study will present factors affecting successful implementation and settlement of the customer service information systems of customer centers by independently analyzing two individual cases.

• 가정과삶의질연구
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• 제32권3호
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• pp.17-29
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• 2014

This study attempted to explore business and workers'needs for flexible work arrangements focusing on the case of a customer center business. We conducted in-depth interview and focus group interviews with the CEO of the company as well as with workers employed at the company in order to identify their need for flexible work arrangements. The subject of this study is a customer service center business that offers a variety of flexible work arrangements. We found that there is a need for flexible work arrangements in terms of both businesses and workers. These results suggest that flexible work arrangements can be activated when they meet the needs of businesses and workers. Flexible work arrangements can be activated when they meet the businesses'goals in human resource management and workers'goals for achieving work-family balance.

• 서비스연구
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• 제5권2호
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• pp.161-176
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• 2015

지난 수년 동안 응시자 수가 정체상태인 콜센터컬리지의 고객센터 매니저 및 예비 매니저 자격인증은 보급 확대를 위한 업그레이드가 절실한 시기라 할 수 있다. 본 연구는 고객센터 종사자들의 역량 확인 및 강화를 위한 인증 사업의 활성화 방안을 모색하는 데 있다. 인증 사업은 PBT(Paper-based Test)라는 한계로 인해 성장이 정체되고 있어, 그 타개책으로 IBT(Internet-based Test)모듈로 변경하여 국내외 시장에 서비스하는 사업 모델을 제시하고자 한다. 이를 위해 국내외 고객센터 산업동향 연구, 테스트서비스 성공사례 분석, 온라인 테스트 서비스 모델 및 제공방안 수립, 국내외 시장분석을 통한 중장기 전략을 제시하였다. 아울러 정보기술 융합을 통한 시장 경쟁력 확보, 인증 절차의 편의성 제고, 지식서비스 상품의 보급 확대와 함께 지식서비스 상품 수출의 선도적 지위를 선점하기 위한 방향을 제시하였다. 향후 연구에서는 서비스 운영, 수출 리스크에 대한 분석, 전략 중심의 연구를 통한 IT서비스 기반 지식서비스상품 수출 전략이 보완되어야 할 것이다.

• 기술혁신학회지
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• 제10권4호
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• pp.727-754
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• 2007

대학 정보통신창업지원센터(이하 센터)에서 지원된 서비스와 입주기업의 성과 간에 종합적인 관계분석은 센터 제공 서비스의 성공요인 도출 및 향후 유사한 사업의 서비스 계획 수립에 매우 중요하다 본 연구는 센터 입주기업의 성과에 영향을 미칠 것으로 예상되는 제반 요인들을 추출하고, 검증하고자 구조방정식 모형을 이용하였고, 정책적 함의를 도출하였다. 그 결과 첫째, 수혜기업의 제공 서비스 활용도가 높을수록 센터에 대한 만족도는 높아지나, 서비스의 질적수준이 센터 만족도에 직접적인 영향을 주지 못하고, 둘째, 센터에 대한 만족도가 높을수록 입주기업의 기술력은 높아지고, 경영개선에는 직접적인 영향을 미치지는 못하지만, 특허, 지재권 둥 기술적 성과의 증가에 긍정적인 영향을 미치고, 셋째, 기업의 경영개선은 매출액 증가에 긍정적인 영향을 미치나, 기술력 변화 자체는 매출액 증가에 직접적인 영향을 미치지 못하는 것으로 나타났다. 아울러 입주기업의 센터 만족도도 기업의 매출액 증가에 직접적인 영향을 미치지 못하는 것으로 나타났다.

• 품질경영학회지
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• 제39권1호
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• pp.155-166
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• 2011

In this research, we study on to find the inter-relation among education service quality and customer satisfaction and re-use focusing on E life-long education center. Education service quality consists of four factors such as training center's facility, trainer, employee's service and operating service. As like the results of this research, we found that three factors of education service quality such as facility, trainer and operating service give a positive effect to customer satisfaction and also we found that customer satisfaction gives a positive effect to re-use.

• Asia pacific journal of information systems
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• 제29권2호
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• pp.203-216
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• 2019

There is an accuracy-diversity dilemma with personalized recommendation services. Some researchers believe that accurate recommendations might reinforce customer satisfaction. However, others claim that highly accurate recommendations and customer satisfaction are not always correlated. Thus, this study attempts to establish the causal factors that determine customer satisfaction with personalized recommendation services to reconcile these incompatible views. This paper employs statistical analyses of simulation to investigate an accuracy-diversity dilemma with personalized recommendation services. To this end, we develop a personalized recommendation system and measured accuracy, diversity, and customer satisfaction using a simulation method. The results show that accurate recommendations positively affected customer satisfaction, whereas diverse recommendations negatively affected customer satisfaction. Also, customer satisfaction was associated with the recommendation product size when neighborhood size was optimal in accuracy. Thus, these results offer insights into personalizing recommendation service providers. The providers must identify customers' preferences correctly and suggest more accurate recommendations. Furthermore, accuracy is not always improved as the number of product recommendation increases. Accordingly, providers must propose adequate number of product recommendation.

• Asia pacific journal of information systems
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• 제11권3호
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• pp.1-21
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• 2001

In recent years, the market for online computer games has become an important part in the entertainment industry. New online games have been introduced every month and the numbers of game players who are playing online games have grown rapidly. However, only a few online games have been successful in making a good profit among many online games. Why are most players playing only a few online games repeatedly? To answer the question, this research focuses on the customer loyalty and their optimal experience(flow) in playing specific online games. This research hypothesizes that customer loyalty for specific online game can be increased by customers' optimal experience(flow) in playing it, and they would feel optimal experience because of mechanic and social interaction in online games. In order to validate the hypothesis, this research analyzes online survey data of players of various online games. According to this survey results, players' optimal experience is affected by their mechanic interaction between a player and an online game system, and their social interaction with other players who participated in the online game. And their optimal experience during playing the online game affects the degree of customer loyalty to the game. This paper ends with conclusions of the survey results and study limits.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2007년도 춘계학술대회
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• pp.279-284
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• 2007

This study develops a model which measures service standardizations focused on the process of call center service. It analyzes the relationship between service standardizations and efficiency of business as well. The model consists of two dimensions to offering service and managing customers. These two dimensions have six major elements: accessibility, customer orientation, professionalism, offering a solution, customer satisfaction management, and customer information management. Also we assumed that low customer interaction and labor-intensive of service business increase the level of service standardization.