• Journal of Digital Convergence
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• v.12 no.6
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• pp.125-134
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• 2014

Supply Chain Management(SCM) is getting important, because size of the company is getting bigger and the kinds of product are various. In the case of manufacturing corporation, for the optimization of SCM, we have to make production and distribution plan by considering the various fluctuation in the aspect of integration. In this paper, first, It proposed the reasonable operational way of the SCM about when the customer's demanding is various and demanding expectation fluctuates in capacity standardization of producer stage. Second, the paper proposed the management way for demanding by considering confirmed demanding information, related inventory expense and demanding shortage expense when we make production and distribution plan. The paper applied the genetic algorithm proved for current usefulness. it proposed the optimal operational way for SCM by dividing into 2 ways for dealing with the duration of confirmed demanding information and various fluctuation.

• The Journal of Information Systems
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• v.25 no.4
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• pp.87-104
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• 2016

Purpose As the smartphone market arrived at its saturation, from world leading information and communications technologies (ICT) businesses to startups, companies are competing to develop innovative wearable device products and suitable contents. Utility, technology, design, price, and various killer contents development targeting every customer's need should be considered for a success in the wearable device market. Design/methodology/approach Prior studies on innovation technology of ICT field have mainly focused on the innovation diffusion theory, expectation confirmation theory, and technology acceptance model, this study suggested the innovation resistance factors of adopting the smart wearable devices based on the innovation resistance model and theory of perceived risk. The model comprises the following two characteristics factors: 1) innovation characteristics which include perceived relative advantages, perceived compatability, perceived complexity, and perceived risk, 2) consumer characteristics which include attitudes towards innovation and existing products (i.e., mobile devices and analog watches). This study developed an extended innovation resistance model to explain the intention to acceptance of wearable devices consumers and collected 284 online survey responses from the non-consumers of the wearable devices. Findings The findings of this study suggest that perceived relative advantage, perceived compatibility, perceived complexity, perceived risk, attitudes towards innovation and attitudes towards existing analog watches affected the innovation resistance which has negative influence on the intention to adoption of wearable devices.

• Korea Journal of Hospital Management
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• v.18 no.1
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• pp.18-41
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• 2013

This study was aimed to identify the current status of medical service quality of medical institutes; propose improvements; and find out the impact of medical service quality by its attribute on overall customer satisfaction. The research was conducted on the out-patients and in-patients in a high-level general hospital located in A city. To examine the research, the IPA was utilized to identify the priority requirements for improving the medical service quality. The study also applied an extended theory to the analysis on mismatch between the level of satisfaction and importance recognized by the clients, to examine the impact of the above mentioned factors on the overall satisfaction and intention to revisit and recommend the hospital. For out-patients, the result showed that "hospital hygiene" had a positive and negative impact on the clients' intention to revisit the hospital in priority improvements. In terms of the sustainable improvements, "doctor's skill" had a negative impact on the overall service satisfaction, whereas "state-of-the-art facility" and "nurse's instruction" had a positive impact on the intention to revisit the hospital. In long-term improvements,"complaint remedy" had a positive impact on the intention to recommend the hospital but there were no relevant factors in excessive investment. On the other hand, for in-patients, the result demonstrated that there were no relevant factors in priority improvements and sustainable improvements. The factor of"service procedure speed"had a positive as well as negative impact on the intention to revisit the hospital. In excessive investment,"nurse's empathy"had a positive impact on the intention to recommend the hospital.

• Journal of Korea Society of Industrial Information Systems
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• v.25 no.4
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• pp.49-63
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• 2020

Municipal governments today are facing increasingly complex issues while resources continue to be constraint but the service quality expectation from citizen is more demanding. They must develop and implement tools that help manage operations more efficiently. While Lean Six Sigma principle and tools have been widely applied to profit organizations, the extant literature has not provided many cases of such application to local governments. This research presents a case study of applying Lean Six Sigma approaches and tools to a municipal government of a small town in USA to improve process efficiency, quality performance, and citizen satisfaction. In this case study, DMAIC (Define, Measure, Analyze, Implement, and Control) is used as a tool to define current issues, develop, and measure performance metrics, and recommend action plans. The result of this case study shows that applying the principles and tools of Lean Six Sigma provides an excellent way to improve the process efficiency and quality of providing public work services at a local government.

• Information Systems Review
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• v.22 no.2
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• pp.53-76
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• 2020

This article is an exploratory empirical study on the introduction of the Electronic Shelf Labels (ESL) system, which is spreading to offline stores as a new price information system for retail stores in Korea. In order to conduct this study, eight measurement items were derived from the IT-BSC perspective as performance factors, and the AHP technique was used as a method for relative evaluation of priorities among the items. The survey, which was conducted for about 1 year and 6 months, examined changes in store employees' perceptions of performance factors before and after the introduction of the ESL system. The results showed that there were differences in high priority items between before and after introduction. This study suggests academic implications in that the AHP technique is used to measure the change in the perception of post-performance and expectation factors for products and services, and this study also suggests practical implications by raising the need for continuous improvement of products and services for customer value propositions that change with the maturity of the experience.

• Journal of the Korean Society of Food Science and Nutrition
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• v.35 no.10
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• pp.1491-1497
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• 2006

The purpose of this study was to analyze the relationship among inpatients' perceptions of foodservice quality, satisfaction and revisit intention. Questionnaires were hand-delivered to 350 inpatients and a total of 230 questionnaires were usable (response rate 65.7%), Statistical data analysis was completed using the SPSS Win 11.0 for descriptive analysis, independent t-test, $x^2$ test and k-means cluster analysis. The results of this study can be summarized as follows: The average score of overall importance of meal service in medical service was 4.25 out of 5.0, yet the score of overall quality of meal service and value had lower than importance score. A helpfulness to medical treatment (3.48), bringing customer happiness (3.18), overall satisfaction for foodservice (3.66), satisfaction based on expectation before discharge (3.53) and offering foodservice apt to hospital reputation (3.40) were measured as expressions of satisfaction. As a result of clustering analysis, two clusters were classified and named as affirmative opinion group and negative one. Expectation for four factors of foodservice quality between two groups had no significance. But affirmative opinion group had significantly higher score than negative one in perception and satisfaction. Affirmative customers' intention to revisit in the near future was evaluated as high in both considering general medical service (4.04) and reflecting meal service level (3.84).

• CRM연구
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• v.4 no.1
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• pp.1-18
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• 2011

The consumer's expectation of companies' social responsibilities has been continuously getting higher as the consumerism has been matured. So, the company has faced the shift to move forward to the positive social activity such as charity, donation, and sponsorship. In addition, the company which does make a success needs to reach goals not only to maximize profits but also to make justices of social and cultural boundaries. Thus, success of an enterprise aims at the maximization of profits as the economic objective and the creation of competitive, powerful brands. Accordingly, as enterprises consider social responsibility as the concept of effective investment to enhance the asset value of corporation, they seek to extend their brands in order to pursue cause-related marketing, which accomplishes and complements two objectives each other the performance of social responsibility and the pursuit of powerful brand assets. In Korea, there are traditional ritual ceremonies such as ceremonies of coming-of-age, marriage, funeral, and ancestor worship and they consider those ceremony occasions as very important. Moreover, social positional grade of rank like the two upper classes of old Korea made people pretend to be noble and sensitive to other people around themselves. This old custom could influence Korean people's way of life, especially, consumer-action. This deep rooted custom also could influence consumption life considerably. Through this study, we can understand the consumer behaviors of Korean who consider ritual ceremonies and saving face as essential and are influenced by this culture. on another hand, we intend to check the effects on buying luxury brands.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.12
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• pp.8800-8811
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• 2015

When the crucial role of the agent in communicating with the customer is acknowledged well enough to relieve the agent's stress, it will lead to the decrease of the agent's emotional labor and the improvement of the business organization's performance simultaneously. However, the research on the relationship between information system and the emotional labor has been scarcely conducted even though the importance of the emotional labor is actively researched and discussed these days. Therefore, much effort has been put in this study to fine out how the quality of airline call center information system affects expectations-conformation and how expectations-conformation and self-efficacy affect performance of Emotional Labors. Analysis of the results to target a call center agent 436 people, When you provide them with quality information systems, it increased satisfaction and pride in their job. This mechanisms subsequently reduces the strength of the emotion labor, which ultimately improves the service performance. The implications of this study can be summarized as following: First, this research presented practical guidelines to the organization's decision-makers related to the airline call center operations in order to introduce and expand successful call center information system. Second, this research suggested the possible method to inspect and diagnose the system by way of applying the measurement model mentioned in this research into the airline information system and analyzing it. Third, the performance-measuring model developed in order to measure the performance of the airline call center information system can also be used when we carry out the performance-measuring task in the similar information system as the basis of diagnosing the situation and presenting the driving directions.

• Journal of Information Management
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• v.33 no.1
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• pp.31-47
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• 2002

The main purpose of this research is to look into not only how users evaluate two major databases(BIST and SATURN) of the scientific and technical literature in Korea, but also what users expect from scientific and technical information services in general. The result of the user evaluation shows that there is a very little difference between two databases in database quality. It was found that BIST is better than SATURN in terms of accuracy, customer support, searching capability, and currency, whereas SATURN is preferred to BIST for completeness and the average number of retrieved items. User expectation for scientific and technical information is also investigated by surveying its user community. Among three user groups, there is notable disagreement in language uses to search non-korean literature. Each group also shows different demands for translation of original literature. This study attempted to evaluate the quality of the scientific and technical information (BIST and SATURN) and simultaneously to investigate users demands in general. By doing so, the specificity implied in quality evaluation of specific information services as well as the generalization of the users behaviors in scientific and technical community were accommodated in this study.

• The Journal of the Korea Contents Association
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• v.10 no.10
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• pp.267-273
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• 2010

The present study examined factors for current conditions of dental office manager in Korean dental clinic. 108 randomly selected members of Korean dental office manager responded to a questionnaire. A survey was conducted for a month from 1, June 2008, and the chi-square test and ANOVA were used in the statistical analysis. The findings of the study were as follows: The number of members depending on the type of occupation dental hospital was the highest number of members, members of the dental hygienist at the dental hospital number significantly higher. The career of dental office manager followed by 1-5 year in dental hospital, 5-10 year in dental network, 1-5 year in dental clinic accounting for 48%, 52.9%, 69.4%. The difficulty during duty performance are high expectation of owner in dental hospital, learning of dental office manager duty in dental clinic. The duty of dental office manager followed by customer service, appointment scheduling, telephone etiquette, treatment plan. Henceforth, it needs to standardize the Korean name of dental office manager and duty. Also, it have to an official certification system.