• Journal of Korean Library and Information Science Society
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• v.35 no.4
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• pp.423-449
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• 2004

In the knowledge society the main resource is knowledge, and the role of library to manage knowledge and information is very important. Therefore it is necessary to knowledge and information management that provides on demand service to user. The purpose of this research is to design model for web-based help-desk knowledge management system. This study used Qualitative methods as interviews and surveys through BBS and e-mail on information service in the university libraries. Here the investigated component factors are followings Q/A service user's education service to use the library, user's online reference service, e-mail service, FAQ service electronic service(BBS), lecture and research service for faculty, my library, SDI service, and open data service. This study was financially supported by Chonnam National University in the program, Post-Doc. 2002.

• Journal of Korea Multimedia Society
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• v.9 no.11
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• pp.1496-1502
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• 2006

Researches, studies, and most administration services at the universities are currently carried out through computers. So the IT infrastructure and. the information system of the university are becoming complicated. When a user has problems in using the information system, it is very difficult to get solution for that problem even a computer center or a help desk exists. In this paper we propose a method to establish a service desk based on the ITIL(Information Technology Infrastructure Library) to support efficient learning at the universities. The proposed method in this paper can be used to establish a systematic learning support system when errors of computation happen in learning, researches, and administrative tasks at the universities.

• Korean Management Science Review
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• v.19 no.2
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• pp.179-189
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• 2002

In this paper, we investigate the relationship between the use of different media and customer satisfaction in help desk service. Different dimensions of customer satisfaction were derived based on SERVQUAL : reliability, empathy, assurance, tangibles, and responsiveness. The results support our hypotheses that use of conventional media (face-to-face and telephone) is related to help desk satisfaction through reliability and empathy and electronic media (e-mali and internet) users show higher satisfaction in tangibles and assurance. Also, hybrid media users (multi-media users by task) show a higher level of satisfaction in reliability and responsibility. The results suggest that automating help desks should be considered as a way to provide more options to end-users.

• Proceedings of the Korea Contents Association Conference
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• 2006.11a
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• pp.106-110
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• 2006

Information on and knowledge of science and technology in the knowledge-based society can be a valuable natural resource and a source of competitive advantage for a country. In addition, in conducting research and developing technologies, information on and knowledge of science and technology is becoming increasingly important and customer's needs are becoming more diverse. This study thus aims to propose appropriate strategies for effectively coping with needs of those customers who use such knowledge and information by actively reflecting a broad diversity of customer' needs and comments. Using such strategies, we developed a standardized and integrated helpdesk system to enhance the quality of customer support and other services, customer monitoring service, and customer satisfaction.

• Journal of Information Management
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• v.38 no.2
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• pp.175-190
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• 2007

Information on and knowledge of science and technology in the knowledge-based society can be a valuable natural resource and a source of competitive advantage for a country. In addition, in conducting research and developing technologies, information on and knowledge of science and technology is becoming increasingly important and customer's needs are becoming more diverse. This study thus aims to propose appropriate strategies for effectively coping with needs of those customers who use such knowledge and information by actively reflecting a broad diversity of customer' needs and comments. Using such strategies, we developed a standardized and integrated helpdesk system to enhance the quality of customer support and other services, customer monitoring service, and customer satisfaction.

• Korea Journal of Hospital Management
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• v.5 no.2
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• pp.120-141
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• 2000

The purpose of this study is to identify and clarify the factors which affect the complaining type, the complaining behavior, and the subsequent purchase intention. The data in this study is collected through questionnaires from patients with grievances who visited the help desk centers of :1 general hospitals in Seoul. Total 70 questionnaires were collected. The conclusions from this study can be summarized as follows; 1. The complaining type(related with medical service) have relatively correlation with the having of occupation among demographic characteristics and select motivation of hospital. 2. The complaining type(related with medical service) has an effect un the official complaining behavior. And the older persons take action with the official complaining behavior. 3. The complaining type(related with medical service) has an effect on the negative purchase intention. Therefore the most important thing in hospitals management is that hospitals improve their medical service quality. And hospital managers should station the complaining center and try to ease the complaining behavior and negative purchase intention.

• Journal of Korea Society of Industrial Information Systems
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• v.8 no.1
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• pp.121-130
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• 2003

In this paper, we validate MEDIQUAL constructs through different media users in help desk. In a previous paper only two end-users' constructs were used: assurance and responsiveness. In this paper we extended MEDIQUAL constructs to include reliability, empathy, assurance, tangibles, and responsiveness, which are based on the SERVQUAL theory. The results suggested that: 1) five MEDIQUAL constructs were validated through the factor analysis. That is, importance of the constructs have relatively high correlations between measures of the same construct using different methods and low correlations between measures of construct that are expected to differ (Cronbach, 1971; Campbell and Fiske, 1959) 2) five MEDIQUAL constructs are statistically significant on media users' satisfaction in help desk service by regression analysis.

• Journal of the Korean Society of Clothing and Textiles
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• v.29 no.11
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• pp.1475-1484
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• 2005

The purposes of this study were 1) to examine the dimension of fashion shopping mall attributes and shopping value related to online shopping, and 2) to investigate the effects of fashion shopping mall attributes and shopping value on purchase intention in online shopping. Data were obtained from 423 online fashion shopping mall consumers who have experiences of buying products or visiting to online fashion shopping mall in Busan, and were analyzed using by factor analysis, Cronbach's alpha, path analysis of LISREL 8.53. The results showed online fashion shopping mall attributes were composed of Visual information, Loading speed Space composition, Product assortment, Checkout service, and Help desk. Shopping value perceived by online fashion shopping mall consumers were consisted two factors: Hedonic value and Utility value. Hedonic value and Utility value Perceive by online consumers were influenced by Product assortment, Visual information, Help desk, and Space composition of shopping mall. Additionally, hedonic and utility shopping values perceive by online consumers impacted online purchase intention. Findings suggest that fashion shopping mall attributes mediated by shopping values are important in predicting purchase intention of online shopping mall. Implications are drawn for the information useful to consumer behavior researchers and retailers of online fashion shopping mall.

• Journal of Communications and Networks
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• v.3 no.4
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• pp.297-306
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• 2001

In the last couple of years service management has gained more and more momentum in the research community. Nowadays, as complexity of IT-services is increasing, these services are usually composed of interdependent, layered services hosted by various providers. Therefore, a strong cooperation of providers involved in service provisioning is needed, especially regarding their management processes and systems. One important step is to establish a common understanding about service-related terms in order to be able to specify service functionality and the resulting management tasks. Additionally, means to analyze and identify the necessary actors and the corresponding inter- and intra-organizational relationships are needed. This paper presents an extended version of the MNM service model which provides a generic model defining commonly needed service-related terms, concepts and structuring rules in a general and unambiguous way. Furthermore, we demonstrate the application of the MNM service model by modeling a riser help desk service based on a concrete scenario. The experience gained from modeling is used to discuss the benefits of service modeling in general.

• Journal of the Korea Fashion and Costume Design Association
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• v.18 no.3
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• pp.213-228
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• 2016

This study is performed the design and production of the real hotel uniforms around the actual case. The purpose of the study is to research and develop the uniform design which is partially utilized for image integration. After reviewing and making up a theoretical background of general hotel uniforms, we designed I hotel's uniforms based on the uniform design process. Research Scope of uniform design is up to the development of it for practicians who have many opportunities to meet customers directly at front desk, banquet reservation office and restaurant. Based on logo of company C.I.(Corporate Identity) and symbol colors, the concept and an illustration according with I hotel are drawn up. Also design is planed and a real is produced. This like objective design development becomes the basis for building a uniform image suitable for C.I.(Corporate Identity) of hotel I and realizing a positive service. Also this study associated with the company would help the design development of corporate uniform.