• Journal of Distribution Science
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• v.15 no.6
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• pp.65-76
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• 2017

Purpose - The quality of customer service has been importantly considered as a way of retaining current customers. Recent development of service industry which based on Information & Communication Technology allows firms to utilize different employees for their businesses. Although it is regarded as important to consider emotional labor of employees working for customers in ICT service industry, little was known the role of emotional dissonance. Thus, current paper focused on emotional labor and tried to identify the factors which influence on employees' intrinsic motivation for married women working in call centers. This study highlighted the influence of the emotional dissonance on the employees' intrinsic motivation, and the moderating influences of work-family conflict on the relationship between emotional dissonance and intrinsic motivation. Research design, data, and methodology - The research samples were gathered from seven call centers of Korean financial institutions located in South Korea. The model of emotional dissonance was developed, which emphasizes the influence of emotional dissonance as a predictor on intrinsic motivation, and then the other model was also introduced to explain how employees' intrinsic motivation were aggravated by work-family conflict. To examine these research models, samples were collected from 468 married women working in call centers of Korean financial institutions located in Seoul. A total of 468 samples were used in the analysis after deleting data of missing value. SPSS 22.0 were utilized for data analysis. Results - The results of current study showed that emotional dissonance is negatively related to intrinsic motivation, and there are significant differences in work-family conflict. Those results generally support the proposed hypotheses. Conclusions - These results suggest that the relationship of intrinsic motivation of married women working in call center for customers' service were influenced by emotional dissonance, which outcomes were interacted not by face-to-face contact with their customers, but by emotional contacts. Managerially, these findings suggest the one who emphasize the quality of customer's service of call center need to introduce the programs for minimizing both of emotional dissonance and work-family conflict. These findings also suggest that the service quality via intrinsic motivation of married women working in call center is hard to be accomplished without considering the factors of emotional dissonance and work-family conflict.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.28 no.3A
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• pp.129-139
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• 2003

CAC is a very important issue in CDMA system in order to protect the required QoS(quality of service) and increase the system's capacity. In this paper, we proposed and analyzed a call admission control scheme using multiple thresholds, which can provide quick processing time and better performance. There are two effective thresholds used to decide call admission. One is the number of active users, and the other is the signal to interference ratio(SIR). If the threshold of active users are lower than the low number of users threshold, we accept the new call without any other conditions. Otherwise, we check the current SIR to guarantee the quality of our service. System then accepts the new call when the SIR satisfies system requirement. Otherwise, the call will be rejected. Multiple threshold schemes are investigated and their performance is compared with the number of user and power based CAC's. simulation results are provided to evaluate the performance.

• Information Systems Review
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• v.18 no.4
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• pp.141-154
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• 2016

Mobile application is growing explosively with the advent of a new technology: smartphones. Mobile application is a new marketing channel and performs as a start-up platform. This study examines the effect of mobile application on the off-line market. Despite the continuous declining demand for taxi service, paradoxically, the supply of taxi service has increased. The taxi industry can be categorized into general taxi and call taxi. General taxi is accidental and inefficient because it has to search for its own passenger. As call taxi takes the request of a passenger, it is more efficient than general taxi. However, the current defective passenger-taxi driver matching system and insufficient taxi driver management hinder the development of the call taxi market. Differences in differences (DID) is an econometrical methodology that examines whether or not an event has meaningful influence. This research uses DID to investigate the effect of the Kakao taxi application on the call taxi industry. Furthermore, it examines the effect of major companies' reckless diversification, which is considered unethical behavior. The passengers of call taxi data from August 2014 to July 2015 and those of designated driving service data of the same period were collected as the control group.

• Korean Journal of Human Ecology
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• v.21 no.2
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• pp.257-267
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• 2012

The purpose of this study was to observe work-related emotional consequences in call center employees. The data were collected from 434 employees in 3 call centers by way of a self-administered questionnaire. Frequencies, Cronbach's alpha, T-test, one-way ANOVA, Pearson's correlation analysis, and multiple regression analyses were conducted by SPSS Win 18.0. The results of this study were as follows: first, job burnout proved to be significant, and demonstrated a positively correlation to surface acting and negatively correlation to deep acting. Second, altruism proved to be significant and demonstrated a positive correlation to deep acting, while also demonstrating a negatively correlation to both sex and surface acting. Third, conscientiousness proved to be significant and demonstrated a positive correlation to both age and deep acting, as well as a negatively correlation to surface acting. Finally, work-family conflict proved to be significant and demonstrated a positive correlation to both sex and workload in terms of hours per day.

• 한국HCI학회:학술대회논문집
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• 2006.02a
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• pp.579-586
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• 2006

모바일 환경에서 휴대폰을 사용하다 보면 무의식적으로 전화를 받지 못하는(Missing call) 상황이 빈번하게 일어난다. 휴대폰에서는 기본적으로 시각 청각 촉각의 다중양식 피드백(Multimodal feedback)을 제공하고 있음에도 불구하고, 이렇게 Missing call 이 발생하는 현상에는 여러 가지 다양한 원인이 존재할 것이다. 본 연구에서는 이러한 원인을 찾기 위해 모바일 환경 내 휴대폰 사용자 행동연구를 실시하여 일반적인 휴대패턴을 분석하고, Missing call과 관련하여 주로 설정하는 수신모드와 휴대패턴의 상호영향을 연구하고자 하였다. 본 연구결과, 모바일 환경에서 휴대폰 수신 탐지능력에는 인지심리학적(감각과 주의관련), 환경적, 행동학적 요인이 영향을 미칠 수 있는 것으로 나타났다. 또한 모바일 환경에서 주로 사용하는 수신모드인 진동모드 설정시, 휴대폰 사용자가 속한 환경에 다른 요인들이 복합적으로 존재할 경우 휴대폰 수신에 대한 탐지만족도가 감소함을 확인할 수 있었다.

• The Journal of the Institute of Internet, Broadcasting and Communication
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• v.8 no.6
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• pp.21-28
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• 2008

In this paper, we proposed an algorithm that reduces call setup time between the IP PBXs installed in the main office and several branch offices. In the IP PBXs installed in branch offices, we prepare some internal memory spaces, and they keep the frequently used extension numbers and the corresponding IP PBX's addresses. In order to call an extension number registered to the other remote IP PBX from an extension number registered to the local IP PBX, the local PBX searches for the destined extension from its internal memory first. If the extension is found, then the local PBX uses its corresponding IP PBX address stored along with the extension, instead of making a query to the main office's IP PBX. By this technique, we could shorten the average call setup time and verified it by an experiment.

• Journal of the Korean Institute of Telematics and Electronics S
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• v.35S no.2
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• pp.31-39
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• 1998

In this paper, we have presented a quantitative performance effect of CCP(Call Control Processor) when SAAL(Signalling ATM Adaptation Layer) function is distributed from CCP to SIMs(Subscriber Interface Modules) in an ATM switching system with distributed architecutre. For the performance analysis, SLAM II simulation language is used and subscriber signalling messageand inter-processor communication messages according to Q.2931 based local call processing procedure are taken into consideration in the proposed queuing network model. The results of simulation are compared with in case of processing SAAL function on CCP. It is observed that the processing utilization of CCP reach 24,000 BHCA and 25,700 BHCAwhen SAAL function load amounts to 10% and 20% of the processing time of the total message, respectively. These values shows that the processing utilization of CCP is alleviated about 7% in comparison with 2,000 BHCA in case that SAAL function is carried out on CCP. Consquently, it is shown that we have to consider seriously how to distribute the functions concerning call processing in a large cale ATM switching system architecture accomodating a number of SIMs.

• Korean Journal of Occupational Health Nursing
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• v.22 no.3
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• pp.257-265
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• 2013

Purpose: This study aimed to investigate the job stress level of call center workers and figure out its relation with cognitive emotion regulation strategies as a cognitive coping strategy. Methods: Data collection was conducted on 985 call center workers, working for K companies in Korea. ANOVA, t-test, Scheffe's test and multiple regression have been conducted for the data analysis using SAS 9.0 software. Results: The total job stress score of subjects ranges $Q_{25{\sim}49}$ (the lower 50%) whereas the score of job demand and job control ranges $Q_{50{\sim}74}$ (the upper 50%), and its sectional job stress level is high. Since job stress is the major factor affecting cognitive emotion regulation strategies, it is shown that when the job stress score gets higher, the score of positive cognitive emotion regulation strategies gets decreased but the score of negative cognitive emotion regulation strategies, increased. Conclusion: Based on the results of this study, it is necessary to develop and apply an effective stress easing method for call center workers which reduces negative cognitive emotion regulation strategies and increases positive ones.

• Journal of Korean Biological Nursing Science
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• v.11 no.2
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• pp.157-166
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• 2009

Purpose: The purpose of this study was to determine the effects of self-care program using Short message service (SMS), e-mail, or telephone call on self-care compliance and nutritional status in maintenance of hemodialysis patient. Methods: Nonequivalent pretest-posttest control experimental design was used. Ninety-six patients were allocated to control (n=24), SMS (n=24), e-mail (n=24), or telephone (n=24) group from four hospitals. Experimental groups received self-care program about hemodialysis diet, drug administration, exercise, and fistula care by SMS, e-mail, or telephone call respectively at 3 times a week for 4 weeks. Results: Subjective self-care compliance, and objective self-care compliance including interdialytic weight of SMS and telephone groups were significantly increased than those of control groups. However, nutritional status of SMS and e-mail groups were significantly improved than those of control groups in albumin and protein level. Conclusion: Self-care program using SMS and telephone call were effective on promoting self-care compliance, while SMS and e-mail were effective on improving nutritional status. The pop-up remaining effect and easy accessible effect of SMS message in busy daily life was considered as an alarm to control fluid and diet.

• Journal of Korean Institute of Industrial Engineers
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• v.25 no.3
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• pp.342-350
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• 1999

Two location algorithm (TLA) considers two location areas (LAs) to track the location of a mobile station (MS). The TLA significantly outperforms the single location algorithm when the call-to-mobility ratio (CMR) is low (i.e., the user moves more frequently than to receive calls). However, because of the paging cost for the users moving back to the previously visited LA, the performance of the TLA degrades when the CMR is high. To reduce those paging cost, we propose the new algorithm called TLA with call information (TLAC). In TLAC, we use the location information of the MS within the setup message when the MS originates a call in the previously visited LA. Through the setup message, the system can know the exact location of the MS without the additional location registration operation, and the paging cost for the arriving calls in the visited LA can be reduced. An analytical model is proposed to compare the TLAC and previous TLA protocol. Our study indicates that the TLAC always guarantees better performance than the TLA. We also observe that the TLAC is much better than the TLA when the CMR is high.