• 한국IT서비스학회지
• /
• 제21권6호
• /
• pp.53-72
• /
• 2022

As a trend of modern service industry, self-service has been widely concerned by all walks of life, but there is a lack of literature on systematic management of the overall research in this field. Recently, people's lifestyle has been forced to change due to the influence of COVID-19, while there have been some changes in the field of self-service research. Based on the Web of Science data source, this study takes the literature of self-service field before and after the outbreak of COVID-19 as the research object, and summarizes the development process, research status and future research trend of self-service field through the Citespace visualization tool. The research shows that firstly, academic circles continue to be enthusiastic about self-service field research, cooperation between countries is becoming more and more diversified. Secondly, the communication between researchers is becoming more and more intensive, and the cooperation between different disciplines gradually becomes the mainstream. Third, related research gradually shifted to the practical application of technology, the research perspective gradually shifted from the initial traditional retail perspective industries such as tourism services. Finally, the role of customer experience and participation behavior in self-service process is gradually emphasized.

• 한국IT서비스학회지
• /
• 제21권5호
• /
• pp.15-28
• /
• 2022

Recently, government agencies are actively adopting the platform model as a means of public policy. However, existing studies on the public platform are minimal and have focused on user experiences or the possibility of public usage of the platform model. Now the research concerning building governance structure and utilizing network effects of the platform after adopting the platform model in the public sector is keenly required. This study intended to ignite academic dialogue on the governance of public platforms in the context of digital transformation. This study focused on a case of the 'Special delivery,' a public delivery app established by Gyeonggi-do. In order to analyze the characteristics of the public platform and its governance structure, data were collected from press releases, policy reports, and news articles. Data was analyzed using the frame of Hagui's platform design factors and Ansell & Gash's collaborative governance model. The results of the public platform analyses showed 1) incompleteness in the value trade-off accounting, which was designed for platform business based on general cost-benefit analysis, and 2) a closed governance structure that limits direct participation of diverse user groups(i.e., service provider, customer) in order to enhance providers' utility by preventing customers' excessive online activities. The results of this study provided theoretical and policy implications regarding designing the strategy for accounting for value trade-offs and functioning governance structure for public platforms.

• International Journal of Computer Science & Network Security
• /
• 제23권5호
• /
• pp.95-108
• /
• 2023

The technological revolution, also referred to as the Fourth Industrial Revolution, it embraced by government should transform the way governments serve their citizens. The growth of broadband in Africa is leapfrogging its technological development. And thus, many African governments will soon be able to offer quality e-Government services to their citizens. These technologically driven governments will be able to provide decision-makers with timeous information to make judgments that could influence policies. Proponents of e-Government believe that in the digital age, governments can use this information to reduce corruption and increase, accountability, transparency, efficiency, and public participation. e-Government service quality should ensure customer satisfaction. Although many studies have examined the role of e-Government and the quality of its services, few studies have examined the quality of e-Government services in terms of both supply and demand. This paper examines and reviews the academic-state-of-the-art on the factors that affect the quality of e-Government services from both perspectives. Utilizing both qualitative and quantitative methods for data gathering and analysis, a mixed methods research methodology was used.

• 산경연구논집
• /
• 제13권3호
• /
• pp.13-24
• /
• 2022

Purpose: The purpose of this paper is to investigate key factors that affect customer dissatisfaction on public transportation system by highlighting the necessity of citizen participation and improved management of advanced technology for sustainability. Research questions applied in this study include following; i) how are factors on dissatisfaction related to types of transportation modes; ii) how do perceived proposed factors affect citizen dissatisfaction; iii) how do the improvement of public transportation service affect the level of expected satisfaction; and iv) how do expected satisfaction affect policy agreement and government trust. Research design, data and methodology: For qualitative research, civil opinions were collected and chi-square analysis was applied using keywords. For quantitative research, online survey was collected and factor and multiple regression analyses were applied. 3) Results: This study found that efficiency of operation system and safety on dissatisfaction showed significant in all three public transportation modes. This study found that perception of government policy and trust on government will increase as expected satisfaction increases. Conclusions: This study provides managerial and policy implications on society and policy makers by addressing necessity of improving strategies for public transportation system with the consideration of citizen relationship management and sustainable development.

• 스마트미디어저널
• /
• 제13권3호
• /
• pp.62-73
• /
• 2024

This research, conducted over a three-year period starting from 2020, was a collaborative project between practitioners in the field of VE design and the Korea Expressway Corporation, aimed at innovating the design VE project to construct an intelligent ICT-based smart highway and enhancing highway driving performance and customer satisfaction. The research included R&D support for payment and management systems integrated with IOT technology, the application of the developed prototype at highway sites, and analysis of user performance evaluation. Based on the Innovation Work Roadmap of the Korea Expressway Corporation, the research process involved collaboration between a public participation group and an expert group, considering the technical feasibility of data-based ICT technology through the National Idea VE Contest. The final VE design results were implemented at the Seongnam tollgate site with budget support from relevant departments, followed by a satisfaction survey. It is expected that the continuous contributions to achieving an ESG society, such as the increase in the number of customers using the tolling zone equipped with smart upgrades, along with their satisfaction rate, and the reduction in carbon emissions and total settlement time of highway users, will be sustained.

• Asia pacific journal of information systems
• /
• 제30권3호
• /
• pp.513-531
• /
• 2020

Online Word-of-Mouth communication, or eWOM, has dramatically changed the way people network, interact, and share knowledge. Studies have examined why consumers choose to share knowledge online, especially online product reviews, as well as the motivations of individuals to share product ideas online. However, the role of gender in shaping the motivation and types of knowledge shared online has been given little consideration. Using concepts from Social Exchange Theory and the Theory of Reasoned Action, we address this research gap by developing and testing a model of gender's influence on knowledge sharing in a social media context. A PLS analysis of survey data from 257 students indicates that reputation, altruism, and subjective norms are key motivators for knowledge sharing intention in social media. More importantly, that gender plays a moderating role within the motivation-knowledge sharing relationship. We also find that subjective norms have a greater impact on knowledge sharing with women than with men. Collectively, our research results highlight individualized factors for improving customer participation in external facing social media for marketing and product innovation.

• 동아시아경상학회지
• /
• 제12권2호
• /
• pp.35-42
• /
• 2024

Purpose: With the growth of the hospitality industry, it is imperative to identify how smart tourism characteristics may be used in hotel management. Current and emerging technologies such as analytic tools, automation, and Artificial Intelligence (AI) help to create value for the guests while also contributing to waste reduction, resource optimization, and increased profitability in the industry. Research design, data and methodology: The literature review was conducted to examine a broad scope of research in analyzing smart tourism characteristics for the improved management of hotels and establish the necessary background for this issue. The analysis was employed to specify the systematic approach of selecting, scrutinizing, and integrating the source of information. Results: According to the systematic literature analysis, four smart tourism characteristics have been established, which can improve various aspects of hotel management. They are as follows: (1) Smart Guest Experience Management, (2) Smart Operations and Resource Management, (3) Smart Customer Relationship Management, and (4) Smart Destination Management. Conclusions: The findings expose the radical approach that smart tourism characteristics take towards the management of hotels. The developments in IT and science-oriented solutions have opened greater opportunities as the hotel industry can enhance clients' satisfaction, productivity, and participation in environmental conservation initiatives for tourism.

• 핵의학기술
• /
• 제13권3호
• /
• pp.110-122
• /
• 2009

목적: 최근 의료기관평가제도는 의료의 질에 대한 병원들의 관심을 높게 하고 그것을 향상시키기 위한 활동을 활발히 전개하고 있다. 또한 추가된 항목인 환자의 위험관리에 대해서도 많은 관심을 보이고 있다. 의정부성모병원 핵의학과는 2008년도 PET/CT도입으로 시작된 부서내 리모델링은 과내 구조 및 업무 프로세스에 많은 변화를 가져왔다. 따라서 변경된 구조와 기존의 업무 처리방식은 미처 알지 못하는 위험요인을 내포하게 되었다. 그러므로 영상 검사 과정에서 발생할 수 있는 위험요인을 다각도로 찾고 분석하여, 부서의 특수한 환경에 맞는 위험관리 프로세스와 위험요인 제거업무를 포함한 개선 활동을 목적으로 한다. 실험재료 및 방법: 핵의학과의 새로워진 프로세스를 다각도로 분석하여 첫째, 위험관리 응대메뉴얼을 제작하여 교육후 실제 업무에 적용한다. 결과분석은 전년도 위험사고 발생건수와 개선활동 후 위험사고 발생건수를 비교하였다. 둘째, 위험관리 홍보동영상은 제작 후 검사전 해당 환자에게 상영하였고 그 후 자체 제작된 설문지로 해당 환자 100명에게 만족도 조사를 하였다. 셋째, 위험요소를 개선할 수 있는 시설물 참여형 개선활동을 통해서 위험요소를 제거하였다. 결과: 안전사고 발생건수는 개선활동이후 PET/CT와 감마카메라 영상 검사 모두 검사건수대비 투약오류, 낙상, 충돌 등의 안전사고가 0건으로 조사되었다. 설문조사 결과는 동영상 상영 후 검사진행과정 이해 74%, 불안감해소 81%로 "만족한다"는 결과가 조사되었다. "위험요소에 대해 주의했습니까?" 라는 물음의 경우 PET/CT는 94%, 감마카메라는 89%가 주의했다는 결과로 조사되었다. 개선활동을 통해서 핵의학과내에서의 고객위험관리를 효과적으로 수행할 수 있었다. 결론: 본 개선활동을 통하여 영상 검사 시 산재된 위험요소를 체계적으로 나열하고 분석하는 계기가 되었다. 또한 안전사고에 대처하는 방사선사의 업무방법에서도 기준이 되는 응대메뉴얼을 적용시킨다면 안전사고의 최소화와 안전사고시 체계적인 피드백이 가능함을 알 수 있었다. 위험요소를 알려주는 방법론적인 부분에서도 일상생활에서 쉽게 접할 수 있는 시청각자료로 제공 되었을 때 보다 효과적이였다. 따라서 이런 활동이 지속적이고 세부화 된 업그레이드 작업을 통해서 환자들에게 제작되어 제공된다면 핵의학 검사 이용의 안전성과 편리성에 도움을 줄 수 있으리라 생각된다.

• Journal of East Asia Management
• /
• 제2권1호
• /
• pp.105-132
• /
• 2021

The purpose of this study is to summarize recent research on new product development (NPD) and to examine the direction of future research on NPD. In recent years, product development has also become more diversified due to the formation and disappearance of new markets, the increasing commoditization of products, and the emergence of new technological infrastructures such as ICT and crowdsourcing. In addition, NPD research is also in a situation where new research is emerging along with the progress of research in related areas, such as open innovation and customer participation. On the other hand, research on NPD has become increasingly fragmented into themes related to NPD as research progresses, making it more difficult to grasp the overall picture of NPD research, although review articles on NPD have been written. Not many review articles have been written in a way that goes beyond the individual themes of NPD research. However, even though it is impossible to look at NPD research as a whole, this study believe that by daring to conduct an exhaustive review of recent NPD research, rather than individual issues, and by understanding the types of discussions that have taken place in recent NPD research, this study can identify areas that require further discussion. Based on the above, the purpose of this study is to comprehensively examine and organize the topics and issues that have been dealt with in recent NPD research, point out the topics that have not been adequately dealt with in previous research, and indicate the direction of future research. This study found that (1) half of the previous studies this study reviewed dealt with the topic of collaboration in NPD, (2) existing studies on NPD assume that the purpose of NPD is to gain competitive advantage through differentiation, but the formation of the market itself through NPD has not been discussed However, it became clear that there has been no discussion of the formation of the market itself through NPD. While the formation and disappearance of new markets has become a common phenomenon in recent years as the competitive environment changes more and more rapidly, the formation of new markets through NPD may also be discussed as a new research area of NPD. However, the formation of new markets through NPD could be discussed as a new research area of NPD. This study examined the possibility of discussing the formation of new markets through NPD by using market category studies.

• 한국산업정보학회논문지
• /
• 제29권2호
• /
• pp.169-190
• /
• 2024

본 연구는 한국중부발전(주)의 사례를 기반으로 소통중심의 공공서비스디자인 혁신 모델을 개발하고자 한국중부발전(주)의 고객 및 직원참여 활동 사례를 분석하였다. 소통을 위한 활동 사례를 중심으로 (1) 현상인식 및 변화관리 추진을 위한 준비 단계; (2) 공공서비스 개선을 위한 문제해결 단계; (3) 업무 프로세스 개선을 위한 문제해결 단계; (4) 협업 강화를 위한 문제해결 단계; (5) 혁신 모델 디자인 단계로 도출하였다. 도출된 결과를 기반으로 더블다이아몬드 디자인 프로세스를 적용하여 공공서비스디자인 혁신모델을 개발하였다. 제안된 모델은 1차 발산(발견)과 수렴(정의), 2차 발산(개발)과 수렴(전달)의 반복 과정을 통해 최종산출물이 도출되는 프로세스 구조이다. 한국중부발전(주)의 우수사례 중 아이디어발전소 활동을 본 연구에서 제안한 모델에 적용하여 활용가능성도 제안하였다. 비록 본 연구는 특정 공기업 사례를 기반으로 소통중심의 공공서비스디자인 혁신 모델을 제안하였지만, 본 모델은 고객 및 직원참여 기반의 효율적인 소통을 위한 운영방안에 활용될 수 있다.