• Proceedings of the Korean Information Science Society Conference
• /
• 2004.04b
• /
• pp.580-582
• /
• 2004

방대한 양의 웹 정보를 적절히 가공하여 사용자가 원하는 서비스를 생성하기란 쉽지 않다. 웹서비스는 사용자가 원하는 적절한 정보를 표준화된 인터페이스를 통해 처리할 수 있는 기능을 제공하고 결합을 통해 보다 복잡한 서비스를 생성할 수 있도록 해준다. 오프라인에서 물품을 사기 위해 상점에 들어갈 때 점원의 도움을 받는 것처럼 웹서비스도 상황에 맞춰 유연하게 제공되어야 한다 그러나 일반 웹서비스 생성은 사용자의 정보를 능동적으로 판단하지 않고 정적인 규칙에 의존한 결합이 주를 이루고 있다 본 논문의 서비스 에이전트는 행동 네트워크를 사용하여 사용자에게 적절한 서비스를 제공한다. 행동 네트워크는 외부환경과 내부목표를 바탕으로 각각의 행동들이 서로 연결 관계를 가지고 있다. 각각의 행동의 선택은 다른 행동과 외부환경에 영향을 주기 때문에 동적으로 사용자의 환경과 입력이 변하여도 적절히 대처하며 서비스 선택을 할 수 있다. 행동 네트워크를 바탕으로 동적 서비스 생성 시스템을 만들었고, 이를 이용하여 Amazon 도메인에서 능동적인 서비스 제공이 가능함을 보였다.

• Korean Journal of Social Welfare
• /
• v.69 no.3
• /
• pp.165-191
• /
• 2017

The purpose of this study is to identify the major predictive factors of intention of drug users to use treatment services. The theoretical framework was used extended Behavioral Model of Health Services Use which integrates the Andersen model and the Theory of Planned Behavior. Thus, this study examined the effects of individual characteristics(predisposing, enabling, need factor) and attitude, subjective norm, perceived behavior control on drug users' intention to use treatment services. Factors with a statistically significant effect were as follows: from the individual characteristics - gender and past treatment experiences of the predisposing factors along with psychiatric diagnosis, anxiety and depression, and severity of drug abuse of need factors. From the Theory of Planned Behavior - subjective norm and perceived behavior control turned out to have impacts on their intention to use treatment services. The study emphasizes that a concern of women, increasing positive experiences of treatment, efforts to change the subjective norms and perceived behavior control of drug users to promote their determination to get treatment.

• Proceedings of the Korean Society of Computer Information Conference
• /
• 2020.07a
• /
• pp.123-125
• /
• 2020

정보 서비스를 포함한 웹 서비스에서 사용자 의도를 파악하는 것은 해당 사용자에게 맞춤형 서비스를 제공하기 위한 중요한 단서가 된다. 본 연구는 과학기술 대표 정보 서비스인 ScienceON에 맞춤형 서비스를 도입하기 위해 사용자가 해당 서비스를 사용하는 과정에서 발생시키는 사용자-서비스 간 상호작용인 사용자 행동을 분석하고 사용자 의도를 파악하여 동적으로 맞춤형 서비스를 제공하는 방식을 제안한다. 특히, 사용자 행동 상태 전이 모델을 도입하여 사용자가 반복적으로 행하는 검색 행동과 내비게이션 행동을 추적하고 의도를 파악할 수 있도록 한다. 288,200 건의 웹 로그 분석을 통해 만들어진 상태 전이 모델과 특정 사용자 로그를 분석하여 본 연구가 어떻게 사용자 의도를 파악할 수 있는 지를 보여준다.

• Asia Marketing Journal
• /
• v.7 no.3
• /
• pp.1-27
• /
• 2005

This study investigated the effects of two types of customer extra-role behavior (citizenship and badness behavior) on perceived service quality, customer satisfaction, and repurchase intention. The model was tested with a sample of sports center customers by using structural equation modeling. The findings supported the effects of customer citizenship and badness behavior, and all structural path coefficients were significant. However, the differential effects of customer citizenship and badness behavior on perceived service quality were not significant. Lastly, perceived service quality fully mediated the effects of customer citizenship and badness behavior on customer satisfaction and repurchase intention. The results of the present study demonstrate that service organizations need to manage all two types of customer behavior. Further, it provides new insights into the relationships among customer's extra-role behavior, customer satisfaction, and repurchase intention.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
• /
• v.8 no.3
• /
• pp.179-187
• /
• 2013

It is the recent trend that the valuation criteria on product quality depends on the customer satisfaction instead of conformance to specifications. It also applies to the service quality. This study deals with an empirical study on the relationship between service quality and value and customer behaviour in the medical service industry. This study also investigates the effect of service-related quality on the service quality/value and customer behaviour. A statistical research reveals that 1)the service quality and value each has a positive relationship with customer behaviour, 2)the service-related quality strongly influence the service quality/value and customer behaviour.

• Journal of Korea Society of Industrial Information Systems
• /
• v.26 no.6
• /
• pp.97-118
• /
• 2021

This study empirically examines the effect of the psychological empowerment of airline cabin crews on customer-focused job performance attitude, service behavior by CSM, and service behavior beyond CSM. The research model and associated hypotheses were verified with the structural equation model. The findings of the study reveal that psychological empowerment has a effect on customer-focused job performance attitude and service behavior by CSM, but no effect on service behavior beyond CSM. And it is also shown that customer-focused job performance attitude has an effect on service behavior by CSM but no effect on service behavior beyond CSM. In addition, customer-focused job performance attitude shows a mediating effect between psychological empowerment and service behavior by CSM. On the other hand, it is analyzed that there is no mediating effect between psychological empowerment and service behavior beyond CSM. This study implies that the psychological empowerment and customer-focused job performance attitude of cabin crews are important at point of contact with customers to improve service quality, and psychological empowerment reinforces service behavior by CSM on the premise of customer-focused job performance attitude.

• Information Systems Review
• /
• v.19 no.4
• /
• pp.183-209
• /
• 2017

With changes in information technology (IT), many innovative IT-based services, such as AirBnB, have become popular. Switching behavior toward new and innovative services become a major issue for managers who want to attract many customers. In response, many researchers have investigated why customers switch service providers. However, little research has been conducted on the processes of switching behavior for a hedonic service. To fill this research gap, this study aimed to identify the stages of switching behavior based on transtheoretical model. Furthermore, the factors affecting the service switching behavior in stages were identified on the basis of service provider switching model. This study also hypothesized the customer's switching behavior in accommodation sharing economy service and analyzed it empirically. Results showed that the factors affecting switching behavior differ across five stages. The present results can provide a basis to prevent switching behavior and reduce churn by analyzing the difference in switching behavior among stages. This study also helps managers who want to improve organizational performance by enhancing customer retention capability.

• Management & Information Systems Review
• /
• v.30 no.3
• /
• pp.191-215
• /
• 2011

Retailing service companies need to manage customer's behavior participating in service production and delivery process, while trying to differentiate from competitors with customer services. They also need to know the level of customer participation to make good use of customer participation in retailing service delivery process. Therefore, this paper expects to show the level of customer participation in domestic primary retailing service types. In details, this paper empirically identifies how different the level of customer participation is in four retailing service types-family restaurant, hair service, hospital service, educational service. As results, activity effort, communication effort, and compliance effort variables of customer participation were significantly in different level. But, sympathy effort variable of customer participation was not identified on the level of difference in four retailing service types. Additionally, hospital service showed the highest level of customer participation in four retailing service types, then family restaurant, education service, and hair service were in order. Judging these results, this paper suggests that the level of customer participation according to retailing service types would be different empirically. Also, this paper provides the opportunities to make properly good use of customer participation suitable to individual retailing type.

• The Journal of the Convergence on Culture Technology
• /
• v.5 no.4
• /
• pp.99-104
• /
• 2019

The purpose of this study is to investigate the effect of emotional labor behavior of employee at geriatric long-term care(LTC) facilities on job burnout and service quality focusing on the emotional leadership of superior to improve the working environment of LTC employee and provide the high-quality service to seniors. First, it is appeared that between emotional labor behaviors deep acting has a negative effect on job burnout, in contrast surface acting has a positive effect on job burnout. and, emotional labor behavior has positive influence on service quality. Second, self efficacy has partial mediating effect of tangibility, reliability, assurance and empathy on service quality only for the deep acting between emotional labor behaviors. Third, between emotional labor behavior, emotional leadership has moderating effect on emotional depletion and deterioration of personal accomplishment. In contrast, moderating effect of emotional leadership is not appeared on surface acting and depersonalization. In conclusion, further study is required to improve service quality of elderly in LTC facility and working environment of LCT facility workforce.

• Journal of Digital Convergence
• /
• v.8 no.4
• /
• pp.137-150
• /
• 2010

This study is to investigate the effects of medical service quality and service value by relationship on customer behaviors. The empirical findings of this study are summarized as follows. First, the findings on effects of medical service quality on relationship quality showed that rise in medical service quality resulted in a significant rise in relationship quality. Second, the findings on effects of service value on relationship quality verified that rise in service value had positive(+) impacts on relationship quality. Third, the findings on effects of relationship quality on customer behaviors verified that relationship quality had significant impacts on customer behaviors. Lastly, the findings of relationship with medical service quality, service value, and customer behaviors verified that relationship quality served as a parameter. The findings from the above study show that dental medical institutions have to seek more differentiated and various service strategies, continue to develop consistent service methods to meet customer's expectation, and enhance the reliability of customers in dental medical institutions in order to maximize the results of customer behaviors.