• 한국IT서비스학회지
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• 제16권3호
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• pp.185-203
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• 2017

Call center service is enabled by the use of a firm's various information technologies (IT) and accumulated knowledge. IT and knowledge resources have been considered a fundamental infrastructure for developing a firm's business capabilities. Recognizing this, this study examines whether a firm's IT and customer knowledge resources enhance its customer service process capability and thereby contribute to creating superior customer service, at the level of customer service representatives (CSRs). That is, constructs in this study were measured on a basis of CSRs' perception. Moreover, this study verifies the moderating role of CSRs' computer self-efficacy on the relationships between IT and customer knowledge resources and customer service process capability. To test the proposed hypotheses, this study conducted partial least squares (PLS) analysis with a total of 234 data which were collected on CSRs working at four call centers. The key findings are as follows: first, IT infrastructure integration and customer knowledge integration are positively associated with customer service process capability. Second, customer service process capability is a key determinant of customer service performance. Finally, CSRs' computer self-efficacy has a moderating effect on the relationship between IT infrastructure integration and customer service process capability. The details of the findings and implications are presented.

• The Journal of Asian Finance, Economics and Business
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• 제8권5호
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• pp.897-911
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• 2021

This study aims to analyze the important role of business analytics capability, information quality, and innovation capability in influencing organization agility and organization performance during the Covid-19 pandemic. Data was collected from 76 companies from various sectors in Indonesia. Structural Equation Model-Partial Least Square (SEM-PLS) analysis was conducted to analyze the relationship between variables and test a series of hypotheses. Importance-Performance Matrix Analysis (IPMA), a useful analysis approach in PLS-SEM, is used, which extends the results of the estimated path coefficient (importance) by adding a dimension that considers the average values of the latent variable scores (performance). The IPMA approach examines not only the performance of an item but also the importance of that item. The results show that business analytics capability has a significant effect on information quality and innovation capability which then affects organization agility. Organizational performance is influenced by organizational agility. IPMA results show that organizational agility has the highest level of impact on organizational performance. This study will assist companies in planning business analytics, improving information quality, increasing innovation capability, and ultimately increasing agility and performance during the Covid-19 pandemic. This study will add to existing knowledge about previous literature, especially in the Covid-19 pandemic situation.

• 산업경영시스템학회지
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• 제21권45호
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• pp.347-356
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• 1998

For assessing the capability of a process, the quantification of process location and variation is central to understanding the quality of units produced from the manufacturing process. Conventional process capability indices is insufficient to drive out the information for process condition, furthermore it is very difficult to evaluate the process capability accurately when the target value is not consistent with the center of specification, and/or the shape of distribution is changed, but the process incapability indices is enable to provide more detailed information to evaluate the process capability by dividing information about the process mean and variance. In this paper, we have a brief review and comparison about these indices, provide an understanding of the relationships between the process capability indices and the incapability indices. And we explore the strengths and weakness of these indices as they apply to normally distributed process, and to examine the effect that non-normality has on these indices.

• Asia pacific journal of information systems
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• 제25권3호
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• pp.597-625
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• 2015

Prior research has emphasized the significant effect of service orientation on organizational performance. However, little research on service orientation has been conducted in the financial field, including the investment management service industry in which high quality service for clients is required. In this paper, we propose a research model that centers on the concept of service orientation as a type of dynamic capability affecting firm performance. The research variables include job competency, risk management capability, operational capability, service orientation, and service performance. We assume that service orientation partially mediates the effects of risk management capability and operational capability on service performance. To test the model, we collected data from 391 fund managers in 86 teams (37 investment management companies) and analyzed it with partial least squares (PLS) method. Each of the 391 fund managers was asked to answer team level measures, which is effective for team level analysis. We find that job competency positively affects both risk management capability and operational capability, which in turn affect service orientation. Risk management capability and operational capability are assumed to directly affect service performance. However, risk management capability does not influence perceived service performance, whereas operational capability does affect it. This result indicates that risk management capability does not directly affect service performance. However, via service orientation, considering that risk management inconveniences customers and is geared to enhance service orientation, service performance is positively affected. Operational capability does not influence service orientation, whereas it affects perceived service performance. This result reveals that operational capability directly affects firm performance. As expected, service orientation significantly affects the service performance perception of fund managers. This study contributes to the literature by introducing service orientation to the financial industry and measures and tests team-level service performance. Our findings also provide insights to practitioners because to enhance team performance, managers must focus on service orientation in addition to operational capability.

• 한국IT서비스학회지
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• 제14권2호
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• pp.195-229
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• 2015

Service innovation is considered a new way to gain competitive advantage and enhance firm performance. However, service innovation does not always guarantee the desired outcome. The effective organization and management of well-planned service innovation practices, which are consistent with the firm's business environment, become a critical challenge for service innovation success. In addition, an increasing number of studies have focused on the role of information technology (IT) capability in service innovations. Most studies on service innovation have focused on the influences of the strategic alignment and IT capability separately. In contrast, the current study combines them by investigating the positive moderating effect of IT capability on the alignment between business strategy and service innovation strategy. Based on data collected from 183 service firms in Korea, we first explore the effect of service innovation strategies when coupled with different business strategies on better firm performance. We then investigate the moderating effect of IT capability on the relationship between strategic alignments and firm performance. Empirical evidence indicates that a synergistic effect between alignment and IT capability on firm performance exists. Firms that have aligned service innovation strategy with business strategy should consider improving their organizational IT capability to ensure substantial leverage.

• 디지털융복합연구
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• 제15권10호
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• pp.233-241
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• 2017

본 연구는 중소기업의 기술 사업화 역량에 영향을 미치는 요인들에 대한 연구의 흐름을 다양화하기 위해 중소벤처 기업의 제조 역량과 시험 및 검사 역량이 외부 정보 네트워크의 다양성과 기술 사업화 역량 사이의 관계에 미치는 매개 효과를 실증 분석하였다. IBM SPSS 23을 사용하여 한국의 683개 중소벤처기업에 대해 실시한 최소자승 회귀분석, Sobel 검정과 Baron 및 Kenny 검정 결과를 통해 본 연구는 중소기업의 제조 역량과 시험 및 검사 역량의 역할에 대한 후속 연구에 유용한 세 가지 실증 분석 결과를 제공한다. 첫째, 중소벤처기업의 제조 역량은 중소벤처기업의 외부 정보 네트워크의 다양성이 기술 사업화 역량에 미치는 양(+)의 효과를 부분 매개하는 것으로 분석되었다. 둘째, 중소벤처기업의 시험 및 검사 역량은 이러한 양(+)의 효과를 부분 매개하는 것으로 밝혀졌다. 셋째, 중소기업의 제조 역량과 시험 및 검사 역량은 이러한 양(+)의 효과를 공동으로 부분 매개하는 것으로 분석되었다.

• 경영과정보연구
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• 제38권3호
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• pp.137-150
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• 2019

본 연구의 목적은 먼저 전문대학 학생의 NCS 업무처리능력군(문제해결능력, 정보능력, 기술능력, 자원관리능력, 조직이해능력)과 진로효능감 간의 영향 관계를 실증분석하기 위함에 있다. 그리고 이 진로효능감과 진로결과기대 및 진로준비행동 간의 영향관계에 대해 실증분석하기 위함이다. 사회인지진로이론 및 자기효능감 관련 기존의 선행연구를 바탕으로 한 실증분석의 결과를 요약 정리하면 다음과 같다. 첫째, 전문대학 학생의 진로결과기대와 진로준비행동에 영향을 미치는 선행 영향요인으로 진로효능감 요인을 확인하였다. 둘째, 업무처리능력군 중 문제해결능력, 정보능력, 자원관리능력, 조직이해능력은 진로효능감에 영향을 미친다는 것을 확인하였다. 마지막으로, 업무처리능력군 중 기술능력은 진로효능감에 유의한 영향관계가 없는 것으로 확인되었다. 본 연구는 전문대학 학생의 진로효능감을 향상 시킬 수 있는 학과 차원의 행정지원과 교수자의 상담 및 멘토링 지원이 이루어질 수 있도록 비교과과목의 개설과 교수평가 지표 항목의 개발 등의 정책적 제안이 가능함을 확인한 점에서 의의가 있다고 할 수 있다. 더불어 본 연구에서는 조직이해능력, 정보능력, 자원관리능력, 그리고 문제해결능력이 진로효능감에 미치고 이는 다시 진로결과기대와 진로준비행동에 영향을 미치는 것으로 확인 되었기에 해당 능력과 관련된 비교과목의 개설 및 특화 및 특강 프로그램을 위한 준비와 진행의 정책적 제안이 가능함을 확인한 점에서 의의가 있다고 할 수 있다. 마지막으로 본 연구의 한계를 제시하였다.

• Asia pacific journal of information systems
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• 제16권2호
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• pp.85-110
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• 2006

The objective of this research is to identify the process of knowledge transfer and to examine the effect of IT human capability on knowledge transfer in information systems outsourcing. Through a field survey, it is found that clients' IT human capability significantly affects on cooperative learning with vendors and knowledge transfer from vendors to clients. The survey also shows that clients' trust with vendors indirectly enhances the knowledge transfer by increasing the cooperative learning. This study provides a solution of knowledge transfer problem in information systems outsourcing. Also it brings out issues that can be accrued in the outsourcing situation, such as clients' dependency on vendors and knowledge asymmetries developed in favor of the vendors. These issues should be topics for future research on information systems outsourcing.

• 한국정보처리학회:학술대회논문집
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• 한국정보처리학회 2016년도 추계학술발표대회
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• pp.573-576
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• 2016

Many firms are efficiently applying smart business technology and smart business model to their management activities in order to raise their business results in a smart business environment. Firm's smart business capability is very crucial for the efficient execution of its management activities and to improve the performance of business tasks in a global business environment. An evaluation framework is necessary for effectively evaluating a firm's smart business capability to manage and improve its smart business capability in a total smart business perspective. We generated the first 21-item based on previous literature. This research found an 11-item framework that can efficiently evaluate an enterprise smart business capability by verifying based on previous studies. This framework can be used for effectively evaluating a firm's smart business capability in a comprehensive perspective.

• Journal of Information Technology Applications and Management
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• 제17권2호
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• pp.91-109
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• 2010

The success of new product is a key factor for getting competitive advantages. Marketing research has been investigating marketing capability, manufacturing technical capability, cross-functional integration, market knowledge competence, and competitive environment as the key success factors of new product advantage. Recently, the role of IT capability in enhancing new product advantage is assumed in the literature. However, the empirical studies on the role of IT capability are lacking. The purpose of this study is to identify the effects of IT capability on new product competitive advantages and the relationship between IT capability and the key success factors for new product advantage. Conducting an empirical field study, the IT capability is shown to have a direct effect on new product competitive advantages, and to be also the key success factor to make up for marketing capability and manufacturing technical capability. This study develops a conceptual model on the role of IT capability in enhancing new product competitive advantages by integrating marketing research and IS research.