• Journal of the Korea Academia-Industrial cooperation Society
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• v.15 no.11
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• pp.6604-6612
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• 2014

The purpose of this study was to provide basic knowledge and a proper education-training program for hotel enterprises. The results are as follows. First, an education-training program was focused on five factors. Service quality, Job, Organization culture, Self improvement, and Language. Second, the Importance Performance Analysis Result show that Keep the Good Work variables are the Customer reception, Food hygiene, Hygienic management, Cooking, First aid, Self development, and Communication. Possible excesses include Customer satisfaction, Business vision, Brand, Prevention of sexual harassment, Multiple cultures. Finally, an education training program should focus mainly on 'Manner', 'Table manner', 'Personal hygiene' and 'Chinese'.

• The KIPS Transactions:PartA
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• v.10A no.5
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• pp.503-512
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• 2003

Recently many applications are being developed as web technologies are evolved rapidly, but the development emthodology and quality improvement speed of the web apllications is not so. The creations of Most web applications have developed depending on the developer's knowledge and experience without a systematic development methodologies. But the web-based application systems require the various developing gechniques and the rich developing methodogies for a design process. This paper applies the UML(Unified Modeling Language) supporting an object-oriented development methodology to the design and implementation of a mobile customer management system. That is, it appliesthe UML to the system modeling based on a story board and a requirement specification at the web development of the similar web applications. Applying UML to this system achieved the analysis and the design of an web application effciently.

• Information Systems Review
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• v.21 no.4
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• pp.31-45
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• 2019

Despite the expansion of the market of performing arts and culture, small and medium size theaters are still experiencing difficulties due to poor accessibility of information by consumers. This study proposes a machine learning based genre recommendation system as an alternative to enhance the marketing capability of small and medium sized theaters. We developed five recommendation systems that recommend three genres per customer using customer master DB and transaction history DB of domestic venues. We propose an optimal recommendation system by comparing performances of recommendation system. As a result, the recommendation system based on the ensemble model showed better performance than the single predictive model. This study applied the personalized recommendation technique which was scarce in the field of performing arts and culture, and suggests that it is worthy enough to use it in the field of performing arts and culture.

• Journal of Intelligence and Information Systems
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• v.11 no.3
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• pp.83-101
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• 2005

Customer retention is one of the major issues in life insurance industry, in which competition is increasingly fierce. There are many things for the life insurers to do many things to retain the customers. One of those things is to make sure to keep in touch with all customers. When an insurance-planner resigned, his/her customers must be taken care of by some planner-assistants. This article outlines the design of Contact Scheduling System (CSS) that supports planner-assistants for contacting the customers. Planner-assistants are unable to share the resigned insurance-planner's experience and knowledge regarding the customer relationship management. The CSS developed by employing both Classification And Regression Tree (CART) technique and Sequential Pattern Mining (SPM) technique has a two-stage process. In the first stage, it segments the customers into eight groups by CART model. Then it generates contact scheduling information consisting of contact-purpose, contact-interval and contact-channel, according to the segment's typical contact pattern. Contact-purpose is derived by schedule-driven, event-driven, or business-rule-driven. Schedule-driven contact is determined by SPM model. In the operation of CSS in a realistic situation, it shows a practicality in supporting planner-assistants to keep in touch with the customers efficiently and effectively.

• Information Systems Review
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• v.25 no.1
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• pp.233-255
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• 2023

The development of information technology(IT) has brought so-called "online experience" to satisfy our daily needs. The market for online experiences grew more during the COVID-19 pandemic. Therefore, this study attempted to analyze how the features of online experience services affect customer satisfaction by crawling structured and unstructured data from the online experience web site newly launched by Airbnb after COVID-19. As a result of the analysis, it was found that the structured data generated by service users on a C2C online sharing platform had a positive effect on the satisfaction of other users. In addition, unstructured text data such as experience introductions and host introductions generated by service providers turned out to have different subjectivity scores depending on the purpose of its text. It was confirmed that the subjective host introduction and the objective experience introduction affect customer satisfaction positively. The results of this study are to provide various implications to stakeholders of the online sharing economy platform and researchers interested in online experience knowledge management.

• Journal of Practical Engineering Education
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• v.15 no.3
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• pp.663-670
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• 2023

Unlike previous studies that have looked at ESG management and ESG performance from a consumer perspective, this study aims to examine the relationship between attitudes toward ESG and ESG performance perception from the perspective of internal customers who are members of the organization. To this end, the impact of internal members' perceptions of the importance of each ESG area on the organization's ESG management necessity and performance perception was summarized into three research questions and the impact was identified using a structural equation model. As a result of the study, internal customers highly recognized the organization's ESG management needs when they recognized the E (environmental) and G (governance) areas as important, but there was no significant relationship with the ESG management needs in the S (social) area (Research Question 1). In addition, the relationship between the perception of importance in each ESG area and the organization's ESG management needs was found to be little different depending on internal customers' interest in ESG, the degree of ESG knowledge, and age (Research Question 2). Finally, it was found that internal customers who highly perceive the organization's ESG management needs were also positively aware of the organization's ESG performance level.

• Journal of Digital Convergence
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• v.6 no.4
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• pp.25-34
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• 2008

This study explores the component factors of innovation brand to build organizational culture of government ministries. A perception of organizational officers on innovation brand is ranked orderly by brand awareness(recognition, discrimination), brand loyalty (identification, ease of memory, meaning diffusion, reaction of customer needs), brand salience, brand knowledge and brand innovation. The results of factor analysis classify the component factors with factor1(brand awareness, brand loyalty) and factor2(brand innovation). This results indicate that the officers definitely recognize the value of innovation brand and brand identity. The brand discrimination and brand loyalty can also positively affect perception on brand innovation.

• Asia pacific journal of information systems
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• v.25 no.1
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• pp.25-60
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• 2015

Use cases are commonly used to represent customer requirements during systems development. In a large software development environment, finding relevant use cases from a library of past or related projects is a complex, error-prone and expensive task. This study proposes an ontological methodology to support use case retrieval in an interactive manner. The architecture of a prototype system that implements this methodology is presented. To evaluate whether the proposed approach can provide satisfactory results to users, this study develops a research model and hypotheses based on interaction theory. These hypotheses are empirically tested using a laboratory experiment which controls information filtering and perceived interaction. Our study suggests that a system which interacts with a user intelligently reduces cognitive load and increases self-efficacy and satisfaction.

• Health Policy and Management
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• v.10 no.1
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• pp.111-125
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• 2000

To compare the differences in the recognition on hospital utilization and satisfaction, 368 hospital employees and 485 patients were selected in four hospitals in Seoul and Kyung-gi do. The survey was done using a constructed form of checklist from Apr. 30 to May 10, 1999. And the results are as follows: l. Gaining knowledge of hospitals available among hospital employees differed from that of patients. When finding out about sources of information concerning hospitals, direct visit to the hospital was recognized to be the main factor for the hospital employees in contrast to the patients' recognition which were mass media, personal involvement of job related workplace and recommendations from other hospitals. There was no difference between university and general hospitals. 2. The factors that concern which hospital to choose there was a difference between hospital employees and patients. Hospital employees recommended their own hospital solely based on the reason that it was their work place. On the other hand, the patients made a choice based on the type of medical staff, transportation available and whether it was a university hospital or not. There was no difference between university and general hospitals. 3. The recognition of employees concerning hospital image of a hospital between hospital employees and patients was different. In university hospitals, the employees recognized the name value of university hospital and cooperation as most important, whereas the patients thought convenience, kindness were the main factors. Patients considered general hospitals to be more convenient. There was some difference between university and general hospitals. For university hospitals employees' recognition was higher and for the general hospital patients' recognition is higher on hospital image. 4. The recognition of employees was different from that of patients' on hospital satisfaction. The patients' satisfaction was higher than that of employees'. There was no difference between university and general hospitals. Based on the above findings, the employees' recognition on hospital utilization and satisfaction was different from that of the patients, but there was no difference between university and general hospitals. In both groups choice of hospital was associated with satisfaction. Results showing difference between employees' and patients' recognition can be applied to implement customer-oriented attitude and be used as a baseline data for internal-external marketing planning of hospital management. The study may be limited in that the results cannot be generalized due to its small sample size and not being able to reflect demographic variables and life style. Further studies to investigate the difference of hospital utilization and hospital satisfaction will be necessary to define demographic characteristics and recognition of employees which influences patients' hospital satisfaction.

• Culinary science and hospitality research
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• v.20 no.2
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• pp.120-135
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• 2014

This research aimed to investigate the effect of business management of Korean restaurants on business performance and to propose an alternative. For this investigation, a survey was carried out targeting Korean restaurant managers in the capital area, and with 360 copies as sample, factor analysis, difference test, and multiple regression analysis were conducted. As a result of analysis, among the factors of business management of Korean restaurants, only information management and fund management appeared to have effects on both financial performance and nonfinancial performance. This means, in case of Korean restaurants, business performance can be improved by understanding every environment about food service management and customer demands, by investing fund in the right place, and by managing inefficient expenses. Therefore, it is most important for a Korean restaurant manager to cultivate knowledge in management and to put effort into cost-reduction of all employees.