• 제목/요약/키워드: knowledge/information service

검색결과 1,542건 처리시간 0.026초

Help-Desk 지식관리시스템 모형구축에 관한 연구 (A Study on the Construction of Help-Desk Knowledge Management System Model in the Web Environment)

  • 장우권
    • 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.

  • PDF

Leveraging Accumulated Customer Knowledge in Electronic Knowledge Repositories for Superior Customer Service

  • Choi, Sujeong;Ryu, Il
    • Asia pacific journal of information systems
    • /
    • 제25권3호
    • /
    • pp.519-539
    • /
    • 2015
  • Customers are now demanding ever better service from customer service representatives (CSRs) to create superior customer service. Accordingly, CSRs are required to have more specialized knowledge and abilities of customer service. This study examines the roles of accumulated customer knowledge in electronic knowledge repositories (EKRs), which a firm has developed for customer service over time to enhance CSRs' work capabilities and work performance, in the context of call centers. To test the proposed research model and hypotheses, we conducted LISREL analysis using 261 responses collected on CSRs working for inbound call centers. The key results are as follows. First, accumulated customer knowledge in EKRs enhances CSRs' knowledge utilization and service expertise during the customer contact. Second, CSRs' knowledge utilization reinforces service expertise. Finally, service quality depends on CSRs' knowledge utilization and service expertise, but it is not directly related to accumulated customer knowledge. Overall, the findings suggest that accumulated customer knowledge in EKRs enhances CSRs' knowledge utilization and service expertise, and thereby leading to superior service quality.

The Structure Model of Service Performance Influence in Knowledge Based Service Business

  • Ahn, Yeon S.
    • 한국컴퓨터정보학회논문지
    • /
    • 제23권12호
    • /
    • pp.195-201
    • /
    • 2018
  • This study is attempted to demonstrate the structure of the influencing factors on the performance of services of knowledge based service firms. In the model presented, the structure is that service performance in knowledge-based services are affected by the strategic utilization of knowledge resources and service orientation factors of the service organization. And the service performance are also affected in which the systemization of service processes and customer satisfaction play a mediating role. As an analysis result of examining 148 practitioners engaged in the knowledge service industry, it is necessary to increase the satisfaction of external customers in order to improve service performance in a knowledge-based service organizations. This can be achieved by increasing the satisfaction of internal customers. In addition, for this structure to be successful, the service production process to be provided to the customer must be enhanced. The service production process has been found to be an important factor influencing the internal customer satisfaction and service delivery process, especially in the use of knowledge resource, and customer oriented service among service orientation factors.

Online 의료웹서비스 품질과 지식제공성과의 관계 연구 (Relationships between Online Web Service Quality and Knowledge Transfer)

  • 김상만;엄기현;오재영
    • 지식경영연구
    • /
    • 제11권1호
    • /
    • pp.1-17
    • /
    • 2010
  • As information technology had shown tremendous development in late 20th century, various service opportunities appeared in many industries. Also, new types of service are becoming available such as, reservation, teleconsultation, telemedicine. In health care industry, in which, many hospitals are faced operational difficulties and competing impetuously, a web site has become a effective tool to attract patients and transfer tremendous health information to the patients. This study is based on many previous researches on online service quality, try to figure out e-service quality factors of health information sites, and the factors' effect on users' satisfaction on the web site via providing knowledge and trust on the web site. As a result, usability, site aesthetic, responsiveness and security are the 4 factors to measure e-service quality of health information web site. All factors except site aesthetic have significant effects on providing knowledge, security only effects on trust on the web site.

  • PDF

웹2.0기반의 농업기술정보 서비스 방안에 관한 연구 (The method of Agriculture Technology Information Service in Web2.0)

  • 심근섭;고현석;김주란;최정임
    • Agribusiness and Information Management
    • /
    • 제1권1호
    • /
    • pp.87-106
    • /
    • 2009
  • Web2.0 refers to a new service models based by a community oriented philosophy. This creates new opportunities for technology providers and service. The agricultural technology information service in the base of open source technology provide opportunities for increased distribution and visibility to farmer and general user. We would like to find out vest service models and platform that will find new ways of agriculture technology information service. This study suggests that these new agriculture information service strategy in new paradigm of web 2.0. should be revised and adapted to Open API and new applied strategy in agriculture should be developed considering the impact of web 2.0.

  • PDF

콜센터에서 정보기술과 고객지식을 이용한 고객서비스 프로세스 향상 : 컴퓨터 자기효능감의 조절역할 (Enhancing the Customer Service Process through Information Technologies and Customer Knowledge in Call Centers : The Moderating Role of Computer Self-Efficacy)

  • 최수정
    • 한국IT서비스학회지
    • /
    • 제16권3호
    • /
    • pp.185-203
    • /
    • 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.

R&D 혁신역량과 기업성과 간의 관계 연구 (The Empirical Study on Relation between R&D Innovation Capability and Performance in Knowledge-Based Service Firms)

  • 김문선;김수정;남경현
    • 품질경영학회지
    • /
    • 제40권4호
    • /
    • pp.631-640
    • /
    • 2012
  • Purpose: This empirical study is focused on the relationship between innovation capability (R&D and Human Resource innovation) and performance in knowledge-based service firms. Methods: We build research model to test how each of innovation capability on technology and human resource is influenced on their financial and non-financial performance in the knowledge-based service industries. Based on the previous research, we hypothesized the factors are regarded innovation capabilities of the firms as the scale of R&D and human resources. Because this study is especially targeted to the performance of knowledge-based service firms. With the survey on 424 main knowledge-based service firms, the multi-regression analysis was performed. Results: The result showed that the scale of R&D and human resources capabilities are main factors for knowledge-based service firms' performance, which reflects the current industrial structure. Conclusion: This study empirically demonstrated that human resources are most important to the growth of knowledge-based service firms.

정보기술시스템이 지식경영활동에 미치는 효과 및 업종에 따른 조절효과 (The effect of information technology system on knowledge management activities and moderating effect of industrial type)

  • 안관영
    • 대한안전경영과학회지
    • /
    • 제14권3호
    • /
    • pp.237-243
    • /
    • 2012
  • This paper reviewed the relationship between information technology system and knowledge management activities, and the moderating effect of industrial type. The results of multiple regression analysis, based on the responses from 219 employees in manufacturing and financing service sector, showed that information technology infrastructure and information technology usage have positive effects on knowledge acquisition, knowledge transfer, and knowledge usage. In moderating effects, information technology infrastructure more positively related with knowledge acquisition in financing service sector than in manufacturing sector. And also information technology usage more positively related with knowledge transfer in financing service sector than in manufacturing sector.

An Evaluation of Applying Knowledge Base to Academic Information Service

  • Lee, Seok-Hyoung;Kim, Hwan-Min;Choe, Ho-Seop
    • International Journal of Knowledge Content Development & Technology
    • /
    • 제3권1호
    • /
    • pp.81-95
    • /
    • 2013
  • Through a series of precise text handling processes, including automatic extraction of information from documents with knowledge from various fields, recognition of entity names, detection of core topics, analysis of the relations between the extracted information and topics, and automatic inference of new knowledge, the most efficient knowledge base of the relevant field is created, and plans to apply these to the information knowledge management and service are the core requirements necessary for intellectualization of information. In this paper, the knowledge base, which is a necessary core resource and comprehensive technology for intellectualization of science and technology information, is described and the usability of academic information services using it is evaluated. The knowledge base proposed in this article is an amalgamation of information expression and knowledge storage, composed of identifying code systems from terms to documents, by integrating terminologies, word intelligent networks, topic networks, classification systems, and authority data.

IT서비스에 있어서 서비스 품질이 지식공유의도에 미치는 영향에 관한 연구 (Exploring the influences of service quality on knowledge sharing intentions in IT service)

  • 박준기;윤정인;이정우
    • 한국정보시스템학회지:정보시스템연구
    • /
    • 제19권3호
    • /
    • pp.237-261
    • /
    • 2010
  • IT service is increasing becoming a critical resource firms have to utilize effectively and efficiently. As the importance of IT service increases, the knowledge sharing between IT service people and users becomes more and more important. In this study, the IT service quality is posited as a critical independent construct that influences knowledge sharing attitude of users which in turn change the knowledge sharing intention. Service satisfaction is placed as a mediator between the quality and attitude to compare direct and indirect effect in the model. Results show that (1) IT service quality influences the knowledge sharing attitude of users directly, and indirectly through service satisfaction, (2) at the same time, however, the direct path from quality to attitude is found to be stronger than the indirect path through satisfaction, and (3) interestingly, satisfaction seems to have no direct effect on intention, but only through the attitude change as can be inferred from the theory of reasoned action. Outcome of this study implies the importance of IT service quality in improving the knowledge sharing activities between users and developers, and interestingly the aim of quality would not be targeted on satisfaction but on attitudinal changes.