• The Korean Journal of Health Service Management
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• v.5 no.2
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• pp.187-197
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• 2011

The purpose of this study is to analyze factors related to the job stress experienced by call center employees at public institutions, so as to provide basic data to relieve work-related stress and enhance the job satisfaction of such employees. To promote objectivity and representation, the study was conducted by way of survey, the subjects being call center employees in 8 public institutions that operate call centers, which are located in the Busan and Seoul areas. Of the 240 surveys distributed, 196 were collected and 173 of those were used for analysis after eliminating 25 with insufficient responses. The results of this study are as follows. First, in terms of general properties, it was determined that employees with higher levels of education and families to support had greater job stress. second, in terms of job-related properties, employees who were unsatisfied with the job, HR policies, and their relationship with superiors and/or colleagues had greater job stress. In terms of the group that was satisfied compared with the group that was unsatisfied with the job, HR policies, and their relationship with superiors and/or colleagues, regular workers had less job stress than irregular workers.

• Journal of KIISE:Computing Practices and Letters
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• v.10 no.2
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• pp.209-220
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• 2004

The Goals of Intelligent Network(IN) provide the methods that create, test and apply the various hinds of services to satisfy the user's need. In this environments, we can create new IN service by description of GSL(Global Service Logic) using that SCE(Service Creation Environment). In the ITU-T CS-2, the various SIBs(Service Independent Building-blocks) are defined to develop the services. There are limitations to develop the various services using the SIBs defined in recommendation. So, in this paper, we define the new SIBs and implement the SCE. The new SIBs are defined in this paper are Connect SIB and BCSM Event SIB. The Connect Call SIB provides the connectivity between SLPI(Service Logic processing Program Instance) and call after connecting the calling party to called party. The BCSMEvent SIB provides the functions that request SSF to report the call processing event and receive it. In this paper, we design and implement the SCE that supports the SIBs defined by recommendation and this paper, provides GUI environment to specify GSI, and generates the code used by SCP.

• Journal of KIISE:Computing Practices and Letters
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• v.6 no.1
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• pp.103-112
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• 2000

As today's market share of Intelligent Network (IN) service and wireless tele-communication is growing rapidly, the increment in service requests of wireless IN service subscribers and users has to be taken into account for implementing advanced IN services. In this paper, we design Global Service Logic for IN Freephone service, which is one of the commercially most interesting IN services, applied call queuing service feature with mass call processing to enhance call completion rate by considering the mobility of wireless service subscribers with mobile terminals as well as existing wireline service subscribers. Due to the location management of each IN subscribers 'mobile terminals, we design the structure and operation mechanism of Queue Manager which adjusts dynamically service subscribers groups according to their mobility. We optimize the queue size according to the call attempt rate and drop rate, and present the appropriate waiting time in the queue.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.19 no.2
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• pp.322-330
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• 1994

SIBs(Service Independent Building block) are defined in CCITT advanced intelligent network concept model for supporting various services in the future. This paper describes the protocol modeling and verification for basic call process SIB. For modeling, we use Petri Net and verify this modeling by analyzing reachability tree of Petri Net. Results of this paper should be used for design and implementation of basic call process SIB.

• Journal of Korean Society for Quality Management
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• v.18 no.1
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• pp.21-28
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• 1990

In this paper, the capacity of system which provides the real time response call service to the customer is studied. The quality of call service depends on the response time of the service in the system. Therefore, the focus of this paper is to investigate the capacity of system under the restriction of response time. In this paper, the system is modeled by queueing network. The analytical method is applied to solve this queueing network. The solution of the model has product form solution. To get the reasonable capacities, nonlinear programming problem is formulated and is solved by GINO.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.37 no.1B
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• pp.50-58
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• 2012

The objective of this study is to develop the theoretical model of the telecommunication system service availability from the user perspective. We assume non-homogeneous Poisson process for the call arrival process and continuous time Markov chain for the system state. The proposed model effectively describes the user model of the user-perceived service reliability by including the time-varying call arrival rate. We also include the operational failure state where the user cannot receive any service even though the system is functioning.

• Journal of Korean Institute of Industrial Engineers
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• v.29 no.4
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• pp.312-320
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• 2003

Recently there is a growing interest in mobile cellular network providing multimedia service. However, the link bandwidth of mobile cellular network is not sufficient enough to provide satisfactory services to users. To overcome this problem, an adaptive framework has been proposed. In this study, we propose a new method of estimating DPR(Degradation Period Ratio) in an adaptive multimedia network where the bandwidth of ongoing call can be dynamically adjusted during its lifetime. DPR is a QoS(Quality of Service) parameter which represents the ratio of allocated bandwidth below a pre-defined target to the whole service time of a call. We improve estimation method of DPR using DTMC(Discrete Time Markov Chain) model by calculate mean degradation period, degradation probability more precisely than in existing studies. Under Threshold CAC(Call Admission Control) algorithm, we present analytically how to guarantee QoS to users and illustrate the method by numerical examples. The proposed method is expected to be used as one of CAC schemes in guaranteeing predefined QoS level of DPR.

• Journal of dental hygiene science
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• v.15 no.2
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• pp.106-112
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• 2015

This study was conducted to provide with baseline data with the purpose of increasing the values of medical services. Self-administered questionnaire survey was conducted on 236 patients at a dental clinic follow-up visit in dentist clinic Gyeongnam area from June 2013 to August 2013. All statistical analyses were performed using SPSS. The motivation visiting the dental clinic is that the first one is introduction from the family and friends, the second is accessibility, the third is conspicuity and the last one is awareness of the dentist. The main variables in the process of treatment are service system, kindness, satisfaction of service, efficient of re-call system. The relief of discomfort at revisit show the highest score in the process of implant treatment and intention of revisit hereafter do in the prostheses process. In the correlation between main variables, service system and relief of discomfort at revisit (r=0.440, p<0.001), kindness and satisfaction of medical service (r=0.675, p<0.001), revisit hereafter and satisfaction of service (r=0.387, p<0.001) and efficiency of re-call system and revisit showed the highest correlation. The influence on satisfaction of dental service show meaningful level in kindness (p<0.001) and efficiency of re-call system (p<0.05). The intention of revisit is affected meaningfully by relief of uncomfort (p<0.05), service system (p<0.05), kindness (p<0.01) and efficiency of re-call system (p<0.01). In summary, the personal network of patients is most important variable at intention for revisit of dental clinic. As satisfaction of kindness and efficiency of re-call system is higher, satisfaction of medical service and intention for revisit are shown higher. Therefore further research for improvement of satisfaction for medical service and of intention of revisit at the dental clinic should be carried out.

• Journal of the Korean Institute of Telematics and Electronics S
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• v.34S no.8
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• pp.27-36
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• 1997

In this paper, we propose a locating strategy using a cache based on the distributed call processing stucture. In our stategy, each originating call server, withc is responsible for call setup, has a cache to memorize the service ratio of call server which serves the called terminal.We present performance comparison of the proposed strategy with the existing strategy via simulation. We can reduce the cost for call setup because the originating call server can simpley establish a call without tracing the location of the called terminal. The proposed strategy also reduceds network loads caused by signaling at call setup time and lessens the frequency of queries for the database systems which can be a bottleneck when it serves many subscriber.

• Asia pacific journal of information systems
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• v.25 no.3
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• pp.519-539
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• 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.