• Knowledge Management Research
• /
• v.21 no.3
• /
• pp.123-140
• /
• 2020

In call centers where customers contact a firm's customer service without face-to-face interaction, customer service representatives (CSRs) determine its service competitiveness. In other words, a firm's service excellence relies on its CSRs. Drawing on the concept of agility from service and information technologies studies, this study conceptualizes customer response capability as a variable consisting of customer response expertise and customer response agility, and further verifies its effects on customer service performance. Moreover, this study examines whether a firm's digital and human knowledge resources are related to CSRs' customer response capability. To empirically test the proposed hypotheses, the partial least squares analysis is conducted with a total of 371 responses collected on CSRs from two insurance call centers. The findings indicate that a firm's digital and human knowledge resources enhance CSRs' customer response expertise and customer response agility, thereby increasing customer service performance. The results draw the conclusion that CSRs' customer response capability is a key antecedent of superior customer service.

• Asia pacific journal of information systems
• /
• v.26 no.1
• /
• pp.80-108
• /
• 2016

Contemporary organizations strive for customer agility through the deployment of digital technologies on customer-focused operations to build enduring customer relationships, with mobile apps being one of its prominent examples. Drawing on prior agility and ECT literature, this study proposes a model to examine customers' view of a firm's customer agility. Our empirical test of conceptual model from data collected in a field study from 128 customers demonstrated that the conceptual model offers good explanation for customers' view of a firm's customer agility through relationships among customer expectations-customer perceived firm's responsiveness-satisfaction. Data were analyzed using PLS, polynomial modeling, and response surface methodology to examine the relationships between customers' digital interactions with the firm, influence of digitized interactions on customer expectations, customers' evaluation of firm's responsiveness, and subsequent customer satisfaction.

• Journal of Korea Society of Industrial Information Systems
• /
• v.11 no.5
• /
• pp.105-118
• /
• 2006

Zara and Limited Brands in the fashion industry are two leading companies that satisfy the clients' needs and the trend of fashion. The agile organizations which response to the change of business environment or adaptive enterprises which monitor the customer's desires have been studied over the long time in the academic world. Recently these management concepts have been extended to the Real-Time Enterprise. In this paper how to implement the RTE in the fashion industry is suggested. To implement the RTE, the end-to-end process should be continuously operated without delays. Also, the three main attributes of RTE, -visibility, intelligence, and agility-should be achieved. Further more based on the cyclone model and the RTE attributes, important issues to be considered for the successful RTE implementation are discussed.

• Journal of the Korean Society for Aeronautical & Space Sciences
• /
• v.42 no.8
• /
• pp.692-700
• /
• 2014

In this work, satellite FE (finite element) model updating for the prediction of the effect of micro-vibration is described. In the case of satellites launched in low earth orbit, high agility and more mission accomplishments are required by the customer in order to procure many images from satellites. To achieve the goal, many mechanisms, including high capacity wheels and antennas with multi-axis gimbals have been widely adopted, but they become a source of micro-vibration which could significantly deteriorate the quality of images. To investigate the effect due to the micro-vibration in orbit on the ground, a prediction is conducted through an integrated model coupling the measured jitter sources with FE (finite element) model. Before prediction, the FE model is updated to match simulation results with the modal survey test. Subsequently, the quality of FE model is evaluated in terms of frequency deviation error, the resemblance of mode shapes and FRFs (frequency response functions) between test and analysis.

• Journal of the Korea Society of Computer and Information
• /
• v.17 no.6
• /
• pp.163-172
• /
• 2012

Collaborative filtering which is used explicit method in a existing recommedation system, can not only reflect exact attributes of item but also still has the problem of sparsity and scalability, though it has been practically used to improve these defects. This paper proposes the personalized recommendation system using RFM method and k-means clustering in u-commerce which is required by real time accessablity and agility. In this paper, using a implicit method which is is not used complicated query processing of the request and the response for rating, it is necessary for us to keep the analysis of RFM method and k-means clustering to be able to reflect attributes of the item in order to find the items with high purchasablity. The proposed makes the task of clustering to apply the variable of featured vector for the customer's information and calculating of the preference by each item category based on purchase history data, is able to recommend the items with efficiency. To estimate the performance, the proposed system is compared with existing system. As a result, it can be improved and evaluated according to the criteria of logicality through the experiment with dataset, collected in a cosmetic internet shopping mall.