• Management & Information Systems Review
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• v.34 no.1
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• pp.121-142
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• 2015

This study focused on finding how to raise the positive effect of a service employee on the organization by strengthening his sympathetic feeling at the position of business, not the position of customer and how to reduce the negative effect. The specific objectives of the study are: First, the effect factors of the empathy abilities (cognitive empathy, emotional empathy) of a service employee are largely classified as the social support (supervisor support, co-worker support) to the service employee and the self-soothing ability. Therefore, this study tries to verify the relationship between the self-soothing ability, and social support and empathy which are preceding factors of the empathy of a service employee. Second, it also tries to verify the relationship between job stress and empathy ability(cognitive empathy, emotional empathy) of a service employee. As a result of the verification of the study hypothesis, first, the social support was distinguished as supervisor support and co-worker support, and the empathy ability was distinguished as cognitive empathy and emotional empathy. As a result of verifying the relationship between social support and empathy ability, the supervisor support did not have a positive effect on cognitive empathy while the co-worker support did have a positive effect of cognitive empathy. The supervisor support had a positive effect on emotional empathy and the co-worker support had a positive effect on emotional empathy. Second, the self-soothing ability of a service employee had a positive effect on empathy ability and a positive effect on both cognitive empathy and emotional empathy. Finally, the empathy ability(cognitive empathy, emotional empathy) of a service employee was shown to have a negative effect on the job stress of a service employee.

• Proceedings of the Korea Association of Information Systems Conference
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• 2005.12a
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• pp.225-234
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• 2005

온라인 쇼핑에 있어서 여성 고객의 서비스 품질 인식과 신뢰 문제는 중요한 이슈이다. 본 연구는 신뢰를 선의, 성실성, 능력의 관점에서, 그리고 서비스 품질을 유형성, 신빙성, 반응성, 확신성, 공감성의 관점에서 다차원적으로 접근하여 연구 가설과 모형을 설정하고 그 원인-결과 관계를 실증적으로 분석한다. 분석 결과, 확신성과 공감성 차원의 서비스 품질이 선의/성실성 차원의 신뢰에 영향을 주는 것으로 나타났다. 그리고 능력 차원의 신뢰에 영향을 미치는 것은 5개 서비스 품질 차원 중 오직 확신성뿐인 것으로 드러났다. 또한 고객 충성도에 실질적인 영향을 미치는 것은 확신성 차원의 서비스 품질과 능력 차원의 신뢰이라는 것이 확인되었다. 여성 고객이 인터넷 상점에 대해 충성도를 갖게 되는 이유가 그 인터넷 상점의 선의/성실성 때문이기보다는 능력 때문이라는 점은 온라인 기업들에게 시사하는 바가 크다. 더욱이 온라인 기업들은 서비스 품질, 구체적으로는 여성 고객의 확신성 인식을 제고하면 이것이 자사의 능력을 고객에게 입증하는 방법이 될 수 있고, 결과적으로 여성 고객의 재구매 의사나 우호적인 구전을 이끌어 낼 수 효과적인 방법이 될 수 있다는 점을 주목할 필요가 있다.

• Proceedings of the Korean Information Science Society Conference
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• 2003.04d
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• pp.373-375
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• 2003

본 논문에서는 이동 통신 사용자 기기의 한계적 계산 능력 및 무선 링크의 대역폭과 디지털 컨텐츠 제공자와의 연결을 고려하여 선택적 Proxy 서비스를 수용한 컨텐츠 교환 목적의 권한 관리 서비스 프로토콜을 제안하였다. 제안한 서비스는 이동 통신 사용자 기기의 한계적 능력에 대해 해당 도메인의 Proxy와 공개키를 기반으로 인증 서비스를 수행하도록 하였으며, 이후 종단 사용자는 해당 인증 결과를 기반으로 인터넷 기반의 디지털 컨텐츠 제공자와의 메시지 교환을 수행하도록 하였다. 또한 사전에 인터넷 기반 구조에 대한 컨텐츠 교환 서비스 요청에 한하여 Proxy의 부분적 서비스를 수행하도록 허용하여 시스템의 대단위 계산 능력에 대한 효율성을 보장할 수 있다.

• Proceedings of the Korea Contents Association Conference
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• 2018.05a
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• pp.159-160
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• 2018

본 연구는 고용서비스의 효과적 전달을 위한 실천방법을 제안하기 위한 것이다. 고용서비스는 고용능력 증진을 위한 것으로 고용능력 증진을 위해서는 개인요인, 개인환경요인, 외부환경요인에 대한 개입이 필요하다. 이중에서 건강, 양육 등 개인문제나 개인환경 증진을 위한 고용서비스가 강화될 필요가 있다. 또한 사례관리는 통합적고용서비스 전달을 위해 필요한 실천도구가 될 수 있고, 이를 위해서 고용지원센터는 사례관리에 대한 조직내 합의와 체계 마련이 선행되어야 할 것이다.

• Journal of Advanced Navigation Technology
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• v.16 no.2
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• pp.318-329
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• 2012

Flight attendants are the most important people which decides customer's satisfaction and service quality toward the airline service. Nowadays the service employees' emotional ability over self and others are considered to be a important service competence. And flight attendants' job performance are achieved in their team system. The purpose of this study is to examine how the service employees' emotional awareness and management abilities can affect their teamwork capability. This study was conducted through literature and empirical methods, and collected questionnaire was analyzed employing SPSS version 15.0 statistics package and AMOS 17.0. The result of this study was found that flight attendants who have high self-emotional ability and social-emotional ability show higher teamwork capability in their flights. It is meaningful because it expanded the range of the researches about the emotional ability and proposed new substructure of researches on the service human resources.

• Electronics and Telecommunications Trends
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• v.14 no.5 s.59
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• pp.90-98
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• 1999

번호 이동성은 기존에 사용하던 전화번호를 변경하지 않고 서비스 제공자, 위치, 서비스 종류 등을 변경할 수 있게 해 주는 능력이다. 이 중 서비스 제공자 이동성은 통신시장의 경쟁을 위하여 가장 먼저 구현되어야 한다. 본 고에서는 ITU-T의 번호 이동성 표준을 분석하여 서비스 제공자 이동성을 지원하기 위한 다양한 호 처리 방식을 각 능력군별로 소개하고, 이들 방식에 대한 장.단점을 비교.분석한다. 또한 ITU-T 번호 이동성의 향후 능력군에 대한 표준화 동향에 대해 소개한다.

• Knowledge Management Research
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• v.25 no.2
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• pp.155-176
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• 2024

This study explores variations in preferences for human and AI agents within the medical and financial services. Study 1 investigates whether there are preferential disparities between human and AI agents across these service domains. It finds that human agents are favored over AI agents in medical services, while AI agents receive greater preference in the financial services. Study 2 delves into the underlying reasons for the preference differentials between human and AI agents by assessing the significance of certain capabilities as perceived by users in each domain. The findings reveal a mediating role of perceived empathy importance in the effect of service domains on human-AI preference. Furthermore, perceived empathy is deemed a more critical capability by users for preferring human over AI agents across both service domains compared to other capabilities such as experience and agency. This research is noteworthy for elucidating the variances in preferences for human and AI agents across medical and financial services and the rationale behind these differences. It enhances our theoretical comprehension of the pivotal factors influencing preferences for human and AI agents, underscoring the significance of human experiential capabilities like empathy.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.16 no.1
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• pp.27-43
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• 2005

This research is a study designed to identify the needs for information literacy instruction for the U.S. public library Internet service users. The levels and needs of Internet service users as well as the development and effectiveness of the Internet services at the U.S. public libraries were investigated. The survey was administered to the Internet service users at four public libraries in the upper Midwest region of the U.S.A total of 386 surveys were collected and analyzed. The result showed that as the years of Internet use experience and the level of expertise increases, user satisfaction decreases. However, the users who had taken any Internet class showed more satisfaction than who had not. This research offers a new direction and need for information literacy instruction for public library Internet service users.

• Journal of Venture Innovation
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• v.4 no.3
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• pp.31-47
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• 2021

Variables such as R&D capability and organizational orientation have been dealt with in previous studies on factors that affect the success of new products/services in technology-based companies, but there have been few studies examining the causal relationship of these variables from an integrated perspective. Therefore, this study aims to analyze the effect of the organizational orientation and R&D capability of technology-based SMEs, consisting of customer orientation, innovation orientation, and competitor orientation, on the success of new products/services. In addition, we want to analyze the influence of a company's product/service competitiveness on the success of new products/services. The survey was commissioned by a research company, and 382 valid copies were analyzed by conducting a survey to corporate members in the technical job-related industry. The questionnaire analysis was performed using SPSS 26.0 and Smart PLS 3.0.Customer orientation, innovation orientation, and competitor orientation were found to have a positive effect on product/service competitiveness. It can be said that market changes in product/service competitiveness, technology improvement capability, target market analysis, etc. meet the objectives of most research projects, such as the success of new products/services. In addition, product/service competitiveness was found to have a positive effect on the success of new products/services. It can be seen that R&D capability has a positive effect on the success of new products/services and plays an important role in business expansion of SMEs. From this analysis result, it was found that the organizational orientation and R&D capability of a company have a positive effect on the success of new products/services. Based on the results of this study, implications were presented on the factors that a company must have for the success of new products/services.

• Proceedings of the Korea Information Processing Society Conference
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• 2001.04b
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• pp.825-828
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• 2001

본 논문에서는 WPAN(Wireless Personal Area Network)의 종단 사용자 기기의 한계적 계산 능력 및 무선 링크의 대역폭과 기존 외부 네트워크와의 연결을 고려하여 선택적 신뢰 기관(Trusted Third Party, TTP) 서비스를 수용한 상호 공정 계약 서비스 프로토콜을 제안하였다. 제안한 서비스는 종단 사용자 기기의 한계적 능력에 대해 해당 내부 네트워크의 TTP 와 공개키를 기반으로 인증 서비스를 수행하도록 하였으며, 이후 종단 사용자는 해당 인증 결과를 기반으로 외부 네트워크의 전자 상거래 주체와의 상호 메시지 교환을 위한 서비스 프로토콜을 수행하도록 하였다. 또한 사전에 외부 네트워크에 대한 전자 상거래 서비스 요청에 한하여 TTP의 부분적 서비스를 수행하도록 허용하여 시스템의 대단위 계산 능력에 대한 효율성을 보장할 수 있다.