• 한국도서관정보학회지
• /
• 제35권4호
• /
• pp.423-449
• /
• 2004

지식사회에서 주요자원은 지식이 되며 이러한 지식을 관리하는 도서관의 역할이 매우 중요하다. 기하급수적으로 증가하는 지식정보들 중 조직구성원들이 필요하고 유용한 지식만을 선택하여 이용자의 취향에 맞는 형태로 제공할 수 있는 지식정보관리가 필요하다. 따라서 이 연구에서는 기존의 도서관 정보봉사에서 나타나는 문제점들을 해결하기 위해 도서관이 수행해야 할 역할 및 기능들을 Help-Desk 서비스 측면에서 온라인과 오프라인으로 구성요인들을 조사하고 분석하였다. 이 결과를 토대로 웹기반 Help-Desk 지식관리 시스템 모형을 제시하였다.

• 한국멀티미디어학회논문지
• /
• 제9권11호
• /
• pp.1496-1502
• /
• 2006

대학에서의 연구, 학습, 그리고 행정 업무 처리가 현재 대부분 컴퓨터를 통하여 이루어진다. 따라서 대학에서의 IT 하부구조와 대학정보시스템은 점차 복잡해져 가고 있다. 그러나 정보 시스템을 사용함에 있어서 문제가 생겼을 때, 헬프 데스크나 전산센터 등이 운영된다 하더라도 사용자가 빠른 시간 내에 해결책을 얻기가 매우 어렵다. 본 논문에서는 이러한 문제점을 개선하기 위해 ITIL(Information Technology Infrastructure Library) 기반의 서비스 데스크를 대학에 구축하는 방안을 제시한다. 본 논문에서 제안된 방안은 대학의 전산 기술지원 서비스의 개선을 통해 대학에서 전산 관련 장애가 발생하였을 때 교수학습자원의 활용 및 업무 등에 난관을 겪지 않고 빠르게 대처할 수 있는 시스템 구축에 사용될 수 있다.

• 경영과학
• /
• 제19권2호
• /
• pp.179-189
• /
• 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.

• 한국콘텐츠학회:학술대회논문집
• /
• 한국콘텐츠학회 2006년도 추계 종합학술대회 논문집
• /
• pp.106-110
• /
• 2006

지식기반사회에 있어서 과학기술지식정보는 국가의 부존자원이며 경쟁력의 원천이라 할 수 있다. 또한 연구자의 연구 및 기술개발에 있어서 과학기술지식정보 중요성이 날로 증가하고 있으며, 고객의 요구도 다양화 되고 있다. 따라서 본 연구에서는 과학기술지식정보를 이용하고 있는 고객의 다양한 요구 및 의견을 적극적으로 반영하여 효율적인 고객 대응 전략을 수립하고, 이를 기반으로 상시적인 고객 서비스 응대, 고객 모니터링, 서비스 개선, 고객 만족도 제고를 위한 표준화된 통합 Help Desk 시스템을 개발하였다.

• 정보관리연구
• /
• 제38권2호
• /
• pp.175-190
• /
• 2007

지식기반사회에 있어서 과학기술지식정보는 국가의 부존자원이며 경쟁력의 원천이라 할 수 있다. 또한 연구자의 연구 및 기술개발에 있어서 과학기술지식정보 중요성이 날로 증가하고 있으며, 고객의 요구도 다양화 되고 있다. 따라서 본 연구에서는 과학기술지식정보를 이용하고 있는 고객의 다양한 요구 및 의견을 적극적으로 반영하여 효율적인 고객 대응 전략을 수립하고, 이를 기반으로 상시적인 고객 서비스 응대, 고객 모니터링, 서비스 개선, 고객 만족도 제고를 위한 표준화된 통합 Helpdesk 시스템을 개발하였다.

• 한국병원경영학회지
• /
• 제5권2호
• /
• pp.120-141
• /
• 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.

• 한국산업정보학회논문지
• /
• 제8권1호
• /
• pp.121-130
• /
• 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.

• 한국의류학회지
• /
• 제29권11호
• /
• pp.1475-1484
• /
• 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
• /
• 제3권4호
• /
• pp.297-306
• /
• 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.

• 한국의상디자인학회지
• /
• 제18권3호
• /
• pp.213-228
• /
• 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.