• 한국도서관정보학회지
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• 제40권2호
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• pp.207-221
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• 2009

이 메일을 이용한 정보봉사는 가장 초기 형태의 디지털 정보봉사서비스로써 도서관분야에서 가장 초기에 발달되었었던 것이다. 그러나 이용자와 도서관 입장에서는 이러한 종류의 서비스가 전통적 방식의 정보봉사서비스와 비교 했을 때 여러 가지 취약점을 노출시켰던 것이 사실이다. 이러한 배경 하에서, 특정의 소프트웨어를 이용한 실시간의 정보봉사서비스가 제공되기 시작하였다. 이러한 실시간의 정보봉사서비스가 이 논문의 주관심사이다. 이 논문은 채팅을 통한 정보봉사서비스를 서비스 마케팅적 관점에서 다루며 서비스가 지니는 독특한 특성들과 서비스 품질이라는 개념을 바탕으로 하여 적절한 마케팅 전략을 제시하고자 하였다.

• World Technopolis Review
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• 제8권2호
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• pp.120-134
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• 2019

The main objective of this study was to investigate the customer's satisfaction level with the digital relationship model of Banco do Brasil Exclusive Business Offices situated in Rio Grande do Sul. Banco do Brasil is one of the largest Brazilian and global financial institutions and conducted a restructuring customer's relationship model since 2015, creating new specific service structures for certain segments, among them exclusive offices. This research had a qualitative step with an internal documentary analysis about the company and a semi-structured interview with manager's offices, in order to check the strategy and the foundations of business model, as well as identify perceptions and the difficulties in implementing this new structure. The quantitative step held the findings about customer satisfaction level in relation to the quality of services provided by offices, through an electronic survey based on the Servqual Scale developed by Parasuraman et al. (1988), which measures the difference between customer's expectations and perception in five dimensions: tangibility, reliability, understanding, safety and empathy. The results shown that Banco do Brasil customers' are satisfied with services offered through the digital model and the new business structure, in which is offered a humanized service together with the best technology. It was found, also, that digital probably would not replace the physical world, but they complement one another. Digital offices and physical agencies will coexist, improving value proposition delivery and better customers experience, satisfy them and build their loyalty.

• 품질경영학회지
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• 제49권4호
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• pp.609-622
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• 2021

Purpose: In recent years, several new attempts have been made to offer products and services based on servitization and customization for comparative advantage and customer satisfaction. Apparently, these attempts are empowered by new digital technologies. Therefore, this study aims to present new business cases with features of digital transformation era in Korea on the perspective of new quality dimensions. Methods: The study approaches the subject by presenting a number of recent business cases in multiple fields in Korea. All cases are analyzed and compared with "10 Quality Dimensions" and several related implications such as servitization, customization, digitalization and differentiated value. Results: The results of this study are as follows; the common core quality dimensions of case are customization, aesthetic and convenience. Furthermore, the critical role of technology is deduced as the core quality dimensions are built on new digital technologies. Lastly, businesses in the age of digital transformation must focus on the core performance of their products and services for customer satisfaction while delivering new core quality dimensions. Conclusion: Recent digital technologies are capable to realize servitization and empower companies to provide differentiated and customized products, services, and experience to their customers. However, it is significant to retain other factors for customer satisfactions rather than customization.

• Asia Marketing Journal
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• 제25권3호
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• pp.99-110
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• 2023

Chatbot services have become an essential communication tool for interacting with consumers in e-commerce. To understand consumer behavior in the context of chatbot services, we apply the Theory of Planned Behavior (TPB) to analyze continuance intention to use and additional predictors to explain behavioral intention. An analysis of data collected from 300 digital shopping users who had experienced chatbot services revealed that an extended TPB model holds for the continuous use of chatbot services, driven by both interaction and information quality. Accordingly, these ndings provide a better understanding of consumer behavior toward chatbot services and valuable insights into digital customer relationship management.

• 한국IT서비스학회지
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• 제9권4호
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• pp.37-55
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• 2010

Digital content piracy has been shown to be an emerging societal problem, However, Studies on digital content piracy are very limited. In this paper, we try to find whether Theory of Planned Behavior(TPB) can explain the online digital content piracy in China. In addition to the finding of TPB's usefulness, We also examine the cross-cultural differences between Korea and China in behavior towards online digital content piracy. we argue that cultural factors moderate the strength of the relationships in the TPB model in online digital content piracy. we use a theoretical model of behavior based on the framework of the TPB( Theory of Planned Behavior) and Hofstede's national cultural dimensions. Our results indicate that the general TPB(Theory of Planned Behavior) model of software piracy is broadly applicable to digital content piracy in China. Our findings also show that most of the hypothesized moderating effects of national cultural factors were found to be significant.

• 한국IT서비스학회지
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• 제9권4호
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• pp.135-150
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• 2010

In the age of digital convergence, it is expected that quality of life of human beings can be improved by converged devices and services. Researches concerning change of buying patterns and consumer behaviors in these contexts have to be progressed actively. To investigate future trend of consumer behaviors, we used focus group interview for Qualitative approach in the first step and then conducted questionnaire survey for experts in order to get validity and feasibility of research results. As result of research we suggested eight propositions by FGI for 20s target consumers. Additionally, on the basis of qualitative research, by questionnaire survey for 22 experts two perspectives of positive and negative views In future trends were proposed. Results can give lots of Implications and research motivations to academia, practices and workers in public policies who have interests in change of consumer behaviors, thinking styles, and life style under digital convergent environment.

• 정보관리학회지
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• 제30권4호
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• pp.175-193
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• 2013

본 연구는 국내 대학도서관의 디지털참고정보서비스 현황을 분석하고 전자게시판을 중심으로 그 이용행태를 분석하여 향후 디지털 참고정보서비스 활성화를 위한 방법을 제언하고자 하였다. 205개 대학도서관 웹사이트를 분석하여 디지털참고정보서비스의 개괄적인 현황을 파악하고, 봉사대상 인구수와 도서관 웹 사이트 접속건수, 참고정보서비스 제공건수를 기준으로 선정된 4개의 대학에 실제 접수된 디지털 참고정보서비스의 질의유형, 답변의 구성형식, 정확성, 응답기간 등을 분석하였다. 본 연구의 결과가 대학도서관 디지털 참고정보서비스가 당면하고 있는 현실적 문제점을 파악하고, 이를 개선하기 위한 해결책으로 실제적인 지침과 모형개발의 기초자료로 활용되기를 기대한다.

• 디지털콘텐츠학회 논문지
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• 제15권3호
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• pp.339-346
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• 2014

VOD 서비스는 디지털방송 시대에 방송사업자의 새로운 수익모델로 자리 잡은 가장 성공적인 방송통신융합 서비스로서 실시간 중심의 시청 패턴에서 주문형 동영상의 이용 비중이 확대됨에 따라 매출액이 증가 추세에 있으며 N-스크린 서비스의 전략 핵심이 되고 있다. 이런 배경 속에 방송사는 모바일 기기를 활용한 VOD 서비스 지원 기능을 제공하여 VOD 서비스를 더욱 활성화하는 VOD 서비스의 N-스크린 전략을 모색하고 있다. 본 논문은 국내 모(某) 디지털케이블방송사의 요구사항을 기반으로 개발된 VOD 모바일 앱을 소개한다. 본 VOD 모바일 앱은 방송사가 발간하는 VOD 가이드북에 홍보하는 VOD 프로그램 또는 이벤트 정보를 출력, 북마킹 또는 검색된 VOD 프로그램을 TV로 바로 시청, 스마트폰으로 촬영한 동영상을 TV로 시청하는 등의 기능들을 제공한다.

• 한국IT서비스학회지
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• 제3권2호
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• pp.85-98
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• 2004

As the e-Commerce based on the XML technology is getting bigger, user authentication, integrity, non-repudiation and confidentiality has become important for security. Since the XML technology is widely used for exchanging information among the Internet e-business systems, the security of XML documents is essentially required and XML digital signature should be supported. To support the digital signature of XML documents, W3C proposed the XML-Signature specification as an international standard that describes five transform algorithms. In this paper, we design and implement a XML/PKI based digital tax invoice system. Our system supports the five transforming algorithms defined in the XML-Signature specification and exchanges digital tax invoices among enterprises securely. We design and implement the flexible and efficient system consists of reusable components using CBD(Component Based Development).

• 한국IT서비스학회지
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• 제21권5호
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• pp.1-13
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• 2022

With the rapid development of computer technology and communication networks in modern society, human economic activities in the almost every field of our society depend on various electronic devices. The huge amount of digital data generated in these circumstances is refined by technologies such as artificial intelligence and big data, and its value has become larger and larger. However, until now, it is the reality that the digital data has not been clearly defined as an economic asset, and the institutional criteria for expressing its value are unclear. Therefore, this study organizes the definition and characteristics of digital data, and examines the matters to be considered when considering digital data in terms of accounting assets. In addition, a method that can objectively measure the value of digital data was presented as a quantitative calculation model considering the time value of profits and costs.