• Journal of Digital Convergence
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• v.15 no.11
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• pp.425-432
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• 2017

The current recommendation systems have problems including the difficulty of figuring out whether they recommend items that actual users have preference for or have simple interest in, the scarcity of data to recommend proper items due to the extremely small number of users, and the cold-start issue of the dropping system performance to recommend items that can satisfy users according to the influx of new users. In an effort to solve these problems, this study implemented a movie recommendation system to ensure user satisfaction by using the Fuzzy-Analytic Hierarchy Process, which can reflect uncertain situations and problems, and the data partition algorithm to group similar items among the given ones. The data of a survey on movie preference with 61 users was applied to the system, and the results show that it solved the data scarcity problem based on the Fuzzy-AHP and recommended items fit for a user with the data partition algorithm even with the influx of new users. It is thought that research on the density-based clustering will be needed to filter out future noise data or outlier data.

• 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.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.10 no.3
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• pp.39-49
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• 2015

Thus this study looked into existing literature focusing on generalities, and after literature studies, hypothesis was set up to solve the problems in the study. According to literature examination, self employed consulting was found to be comprised of four areas: awareness, reliability, satisfaction, and utilization, while consulting could be divided into four customer perspectives: customer, financial, internal processing, and learning and growth. An empirical study was conducted to verify the causal relationship between these causes, and we describe the findings of the study on the business management performance pursuant to self employed business consulting as follows: In this study, we examine an overall business management performance measurement by adopting the four variables of self employed business consulting, and enhance the chance of success by having systematic access to business establishment. In conclusion, in order to increase the success rate of the small business start-up, it is important to choose such items that fit the founder's experience and the characteristics of the business zone, and a successful founding of a business will be accomplished only when sufficient funding is combined with successful running, therefore, most importantly, striking a balance between the factors should start with the founder as the center, and there must be professional business knowledge and technical assistance by the business start-up support agency.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.14 no.8
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• pp.3794-3803
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• 2013

The purpose of this study was to find out the relationships between emotional labour and depressive symptoms among nurses in university hospitals. Subjects were 514 nurses working at three university hospitals in Daejeon City, and the survey was a structured self- administered questionnaire based from April 1 until May 31 2012. As a results, the level of depressive symptoms by the subjects emotional labour level was significantly higher in the group with higher total average points of the emotional labour than the lower group, As for the correlation between the level of depressive symptoms and emotional labour factors, the depressive symptoms points showed significant positive correlation with the total points of the emotional labour. As a result of hierarchical multiple regression, age, leisure time, coffee consumption, subjective health status, physical burden of work, sense of satisfaction at work, fit to the job and emotional labour were selected as significant variables and related variables effecting the level of depressive symptoms. These variables' descriptive power was 39.4%, especially, it can be seen that 11.0% descriptive power increased by putting the emotional labor variables. The results above imply that there is significant relation between emotional labor and depressive symptoms and various variables such as socio-demographic characteristics, health-related behavior factors and job-related factors. Also, it can be seen that the emotional labour and depressive symptoms showed significant positive correlation. Therefore, the development and implementation of a program to control emotional labor appropriately should be required for lowering the level of depressive symptoms.

• Journal of Distribution Science
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• v.13 no.11
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• pp.79-92
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• 2015

Purpose - The aim of this study is to develop an empirical model of the effects of traditional market service quality factors on customer value, relationship quality, and behavior. The specific objectives of the study are as follows: 1) to classify study objects into cultural tourism markets and non-cultural tourism markets as well as to verify the differences in service quality among the two markets and, 2) to present practical service marketing methods that fit with the characteristics of the traditional markets by amending the five quality evaluation items of SERVQUAL (a multiple-item scale for measuring service quality)to suit the characteristics of the traditional markets and establish the relationship among customer value, relationship quality, and behavior intention. Research design, data, and methodology - The study methods of empirical investigation are as follows. First, this study selected for a study object the Suwon Paldalmun Gate Market to represent the cultural tourism market, and general traditional markets to represent the non-cultural tourism market. This study also conducted personal interviews in order to increase the response rate and collected a total of 418 responses between March 18, 2014 and April 05, 2014. The total of 418 responses used for this study excluded 14 responses that had either misleading information or missing values. Results - This study verified the perceived differences of service quality based on traditional market specialization through an independent sample t-test. It appeared that the perceived service quality of the cultural tourism market was generally higher than that of the non-cultural tourism market. This study executed a path analysis in order to examine the effects of service quality factors on customer value, relationship quality, and behavior intention. This study also comprehensively analyzed the specialized market and non-specialized market separately. Although there were some differences among the results, the overall results were uniform. It appeared that convenience, reliability, and empathy, among the service quality factors, exerted meaningful effects on customer value. On the other hand, convenience, reliability, responsiveness, and empathy, excluding the tangibles, exerted meaningful effects on the relationship quality. In addition, it appeared that all service quality factors exerted meaningful effects on the customer value, relationship quality, and behavior intention. Therefore, the study verified that all of the hypotheses formulated in the study were generally adopted. Conclusions - The implication of this study may be classified into academic and practical implication as follows. With respect to the academic implication, it seems that this study is among the early studies to verify the differences between the cultural tourism market and the non-cultural tourism market. The practical implication of this study is that the perceived service quality, such as convenience, reliability, responsiveness, and tangibles, excluding empathy, was higher in the cultural tourism market than in the non-cultural tourism market. This means that customer satisfaction is enhanced by governmental aid such as hardware, software, and information and communications technology.

• Journal of Distribution Science
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• v.12 no.10
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• pp.99-108
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• 2014

Purpose - The goals of this study are the following. First, this study focused on customer satisfaction of in-flight service. Specifically, in-flight duty free items were considered because of their potential value related with the differentiated strategy of airline companies. Second, this study analyzed feasible strategies that would fence off the aversive attitudes of consumers toward innovation regarding in-flight duty free items. Third, this study strived to discover implicit routes related with the reactions of of consumers to innovation. Fourth, the construal level theory was applied to the context of in-flight service. Psychological distance is expected to promote acceptance of innovation for duty free items. Research design, data, and methodology - This study consisted of three experiments. All data were collected through the participation of university students. First, the experiment employed a 2×2 between-subject design. The first independent variable was temporal distance (long vs. short of navigation time). The second independent variable was innovativeness (innovative duty free items vs. typical items). Further, experiment 2 involved a 2×2 between-subject design. The first independent variable was social distance (typical vs. atypical stewardess image). The second was innovativeness that was based on a pattern similar to that of the prior experiment. The third experiment involved a 2×2×2 design. The first and second independent variables were temporal distance and item innovation, respectively, based on the method of experiment 1. The third independent variable was cognitive depletion (depletion vs. control condition). Results - Experiment 1 demonstrated that the innovation of duty free items would need to consider the journey time of the airline. Specifically, innovative items were preferred in case of a long journey; typical items, however, were liked in a short journey. Further, experiment 2 demonstrated that, in spite of a short journey, innovative items would be preferred if an atypical stewardess was serving. An atypical stewardess was linked with social distance, and the psychological effects would activate a creative and flexible mindset that would fit with innovative duty free items. The final experiment was accomplished for the examination of cognitive processing of psychological distance on innovation-acceptance. Specifically, if the effects were related with systematic processing, then cognitive effort would be needed. In contrast, if they were related with heuristic processing, then such efforts would not be required. The same pattern appeared under both cognitive depletion and control condition; therefore, the effects of psychological distance were implied to be heuristic processing. Conclusions - Managers need to consider the navigation time, stewardess concepts, and depletion of consumers as important factors for innovative strategy regarding in-flight service. Longer journeys are more successful for innovative trials. Further, a more atypical stewardess image is more successful for atypical service. Long navigation and unfamiliar stewardesses may activate creative and flexible thinking. Further, cognitive depletion of consumers is not a dominant factor of psychological distance effects, because the effects are not related with systematic processing, but with heuristic processing.

• The Journal of Information Systems
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• v.26 no.4
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• pp.247-284
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• 2017

Purpose The first purpose of this study is to investigate factors that are likely to influence user's intention to adopt third-party mobile payment platform. A comprehensive study about mobile payment services have used various variables to explain user's use intention based on the theory of reasoned action (TRA) or the theory of planned behavior (TPB). Variables such as simplicity, security, costs, relative advantage, individual mobility, subjective norm, trust, satisfaction, attitude towards use, perceived usefulness, perceived ease of use and so on. Among these factors, we expect to find out the most influential factors effecting user's use intention of the third-party mobile payment services. Second, we also examine whether the most influential factors have the same influence to different third-party mobile payment services by conducting comparative study of Alipay and WeChat Pay. Design/methodology/approach Empirical data for this study were collected from Chinese who has the experience using or have used Alipay or WeChat Pay. Participants needed to be familiar with Alipay or WeChat Pay because such users may be more aware of both the advantages and disadvantages of Alipay and WeChat Pay. We conduct a pilot test using Smart PLS 2.0, which includes 50 Alipay users and 82 WeChat Pay users. The result indicates that all the measurement fit for the context. And then 980 questionnaires were mainly sent out to the college students and the e-mails users randomly. To encourage participation, we give the participants a small gift as a present. Finally, we received a total of 683 replied. Data from respondents who gave incomplete or invalid answers were excluded to assure the validity of the constructs. 79 questionnaires were rejected, finally the valid data are 604 (with 372 Alipay users and 232 WeChat Pay users). Findings The results suggest that users' intention is determined by their trust on third-party mobile payment service and perceived usefulness of use. Comparative study results also indicated that the factors have different influence on Alipay group and WeChat Pay group, which offers a new aspect for academic field, and provides useful information to mobile payment service providers in China.

• Journal of Korean Academy of Nursing
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• v.5 no.1
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• pp.59-69
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• 1975

Author studied on various psychiatric nursing problems applying with the test of questionnaire to the 376 nurses who are attending at 13 general hospitals and one mental hospital in Korea from Apr. 1, 1974 to July 30. 1974. The results obtained were ai follows: 1. 13.095 of nonpsychiatric registered nurses wanted the psychiatric service for their most attractive assignment and this was the 3rd in order next to the general surgical and operating room. Among the psychiatric nurses, the popularity toward psychiatric ward was 31. 0% and they were 26.0%at the private general hospitals and 6, 0% in national public hospitals. 2, The feelings or attitudes of disgust and apprehension on nursing care of the patients at-flirted with infectious diseases were the highest responses (38.5%) and these 1.ends were also appeared in 6.9% of psychiatric nurses. 3. 85.5% of nonpsychiatric registered nurses have had received course lectures on psychiatric nursing and nursing care training on the psychiatric ward at their school of nursing. 38.0% of psychiatric nurses had received post graduate psychiatric nursing and they were higher in national public hospitals (27.0% ) than in private general hospitals (11.0%). 4. The responses of satisfaction and security on their employment were almost similar patterns between nonpsychiatric registered nurses and psychiatric nurses. But among the psychiatric nurses. they were more satisfied at private general hospitals (33.0%) than that of national public hospitals (10.0%). 5. Almost the half of the nurses (50.8%) were employed by the hospitals without considering their past educational or clinical experience or career. Among the psychiatric nurses, who were employed by hospitals without considering their past experience or career were 35.0% in national public hospitals and 12.0% in private hospitals. On the contrary, the nurses who were employed by their wishes fore more higher (26.0%) in private general hospitals than national public hospitals (2.0%). 6. The nurses who thought their employment was fit for their aptitude were 48.6% in nonpsychiatric registered nurses and 51.0% in psychiatric nurses. Among the psychiatric nurses, this response was higher in private general hospitals (34.0%) than the national public hospitals (17.0%). 7. Responses on wort loadings of nurses showed almost same patterns between nonpsychiatric registered nurses and psychiatric nurses. But. among the psychiatric nurses who felt much heavier than the nurses of other part were 24.0% in national public hospitals and 8.0% in private general hospitals. 8. 92.6% of nurses felt that the psychiatric nurses should have post graduate training in psychiatric nursing prior to their assignment. 9. 96.0% of nurses agreed to the risk coverage on the payment for the nurses assigned to the psychiatric ward and the ward for infection diseases.

• The Journal of the Korea Contents Association
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• v.11 no.3
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• pp.73-83
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• 2011

The question answering system shows the answers that are input by other users for user's question. In spite of many researches to try to enhance the satisfaction level of answers for user question, there is a essential limitation. So, the question answering system provides users with the method of recommendation of another questions that can satisfy user's intention with high probability as an auxiliary function. The method using the fuzzy relational product operator was proposed for recommending the questions that can includes largely the contents of the user's question. The fuzzy relational product operator is composed of the Kleene-Dienes operator to measure the implication degree by contents between two questions. However, Kleene-Dienes operator is not fit to be the right operator for finding a question answers pair that semantically includes a user question, because it was not designed for the purpose of finding the degree of semantic inclusion between two documents. We present a novel fuzzy implication operator that is designed for the purpose of finding question answer pairs by considering implication relation. The new operator calculates a degree that the question semantically implies the other question. We show the experimental results that the probability that users are satisfied with the searched results is increased when the proposed operator is used for recommending of question answering system.

• Journal of Distribution Science
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• v.13 no.5
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• pp.91-102
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• 2015

Purpose - This study aims to build a systematic frame for effective marketing performances by prioritizing product type and pertinent channel that are appropriate for digital channel characteristics. FCB grid model was used to define a product type, and Internet communication satisfaction index was considered as a marketing performance measuring tool for digital channel. Research design, data, and methodology - As systematic understanding for Digital marketing is still unfamiliar to even professional marketer, the hypothesis was established based on preliminary research by conducting a qualitative survey of marketing experts who already experienced digital marketing in the fields as well as existing related study literature. Through a preliminary research, the degree for understanding for digital marketing, current digital marketing (including product/channel mix) execution status, and difficulties for marketers who had experienced digital marketing were figured out. Based on preliminary research, the main part of survey was designed to examine which type of product would be effective for digital marketing and which digital channel would be effective to achieve marketing performance in line with marketing objectives. To collect data, the questionnaire survey was conducted for professional marketers who had experienced digital marketing in 10 different fields including FMCG, cosmetics, distribution industry for one month (July, 10, 2014~Aug, 10, 2014). A total of 90 questionnaire were distributed and 66 questionnaires were used for the analysis, excluding the unanswered and insincere questionnaires. The data were analysed using SPSS ver.18.0. Results - The analysis for product type which is pertinent to digital marketing and prioritization for digital channel per digital marketing performance type could be summarized as followings. First, high involvement buying decision type of product and rational purchasing decision type of product in FCB grid are more effective for digital marketing in terms of marketing performance. Therefore, marketers in field would prioritize considering product type before executing digital marketing. Second, factor for sales increase, potential consumer creation and brand awareness was represented respectively 31.25%, 21.9%, and 20.8% as a result of factor analysis in terms of digital marketing channel performance. Third, effective major digital channel per digital marketing performance factor was differently identified as each digital channel has its own peculiarity. For instance, search engine is more effective for increasing sales while social media such as facebook and Kakaotalk is more effective for encouraging consumer participation. Conclusions - As a result of this study, product type and peculiarity which were pertinently fit to digital marketing were identified by using FCB grid model, and also suggested framework for decision making of digital channel selection in line with marketing objectives for effective marketing performance. It also provided insight to professional marketer which type of product could be effective for digital marketing execution as well as which factors should be measured for digital marketing performance.