• 한국의류학회지
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• 제48권2호
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• pp.254-268
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• 2024

Human agents are increasingly being replaced by chatbots. However, like humans, chatbots can also make mistakes in service delivery by failing to provide accurate answers to customer questions while research on service recovery has been highly focused on human employees. Recognizing the necessity of research on effective chatbot service recovery strategies, this study investigated the relationships among service recovery messages (courteous apology vs. humorous apology), perceived sincerity, recovery satisfaction, and continuous usage intention. An online experiment was conducted with the participants randomly assigned to one of two experimental conditions (courteous apology vs. humorous apology). After using the chatbot developed for this study, the participants completed a questionnaire. The analysis results revealed that, in comparison to the humorous apology, the courteous apology had a higher positive predictive effect on perceived sincerity, Furthermore, perceived sincerity and recovery satisfaction sequentially mediated the relationship between the chatbot's courteous apology and continuous usage intention. In conclusion, this study demonstrates that the courteous apology was a more effective approach as a chatbot service recovery strategy. This study offers insights into crafting recovery service messages for chatbots.

• Biotechnology and Bioprocess Engineering:BBE
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• 제6권1호
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• pp.25-30
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• 2001

Viral safety is a prerequisite for manufacturing clinical albumin and immunoglobulins from human plasma pools. This study was designed to evaluate the efficacy of cold ethanol fractionation and pasteurization (60$\^{C}$ heat treatment for 10h) for the removal/inactivation of human immunodeficiency virus type 1 (HIV-1) during the manufacturing of albumin and immunoglobulins. Samples from the relevant stages of the production process were spiked with HIV-1, and the amount of virus in each fraction was quantified by the 50% tissue culture infectious dose(TCID(sub)50). Both fraction IV fractionation and pasteurization steps during albumin processing were robust and effective in inactivating HIV-1, titers of which were reduced from an initial 8.5 log(sub)10 TCID(sub)50 to undetectable levels. The log reduction factors achieved were $\geq$ 4.5 and $\geq$ 6.5, respectively. In addition, fraction III fractionation and pasteurization during immunoglobulins processing were robust and effective in eliminating HIV-1. HIV-1 titers were reduced from an initial 7.3 log(sub)10 TCID(sub)50 to undetectable levels. The log reduction factors achieved in this case were $\geq$ 4.9 and $\geq$ 5.3, respectively. These results indicate that the process investigated for the production of albumin and immunoglobulins have sufficient HIV-1 reducing capacity to achieve a high margin of safety.

• 한국산학기술학회논문지
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• 제9권5호
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• pp.1304-1310
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• 2008

본 연구의 목적은 거주자의 명령 없이도 스스로 거주자의 행위를 배워서 다가올 상황을 예측하고 이에 맞춰진 개인화 된 서비스를 제공할 수 있는 지능형 유비쿼터스 주택의 시스템구조를 제안하는 것이다. 이러한 시스템 구조가 갖춰야 할 전제조건으로 거주자의 행위패턴, 공간이동패턴, 서비스패턴을 조합한 맞춤형 서비스개념 도입이 필수적임을 도출했고, 이를 구현할 수 있는 4가지 구성요소로 Agent, Database, Working Memory, Log Data가 필요함을 확인하였다. 특히 이들 4가지 구성요소를 갖는 지능형 유비쿼터스 주택의 시스템 구조는 처음에는 거주자 행위의 사례나 패턴이 저장되어 있지 않지만 시간이 지남에 따라 각 거주자에 대한 정보가 누적되고 거주자의 라이프스타일을 인식하게 되면서 거주자별 맞춤형 서비스를 제공할 수 있는 기반이 될 것이다.

• 제어로봇시스템학회:학술대회논문집
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• 제어로봇시스템학회 2005년도 ICCAS
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• pp.1938-1943
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• 2005

Network human-robot interface is an important research topic. In home application, users access the robotic system directly via voice, gestures or through the network. Users explore a system by using the services provided by this system and to some extend users are enable to participate in a service as partners. A service may be provided by a robot, a group of robots or robots and other network connected systems (distributed sensors, information systems, etc). All these services are done in the network environment, where uncertainty such as the unstable network connection, the availability of the partners in a service, exists. Moreover, these services are controlled by several users, accessing at different time by different methods. Our research aimed at solving this problem to provide a high available level, flexible coordination system. In this paper, a multi-agent framework is proposed. This framework is validated by using our new concept of slave agents, a responsive multi-agent environment, a virtual directory facilitator (VDF), and a task allocation system using contract net protocol. Our system uses a mixed model between distributed and centralized model. It uses a centralized agent management system (AMS) to control the overall system. However, the partners and users may be distributed agents connected to the center through agent communication or centralized at the AMS container using the slave agents to represent the physical agents. The system is able to determine the task allocation for a group of robot working as a team to provide a service. A number of experiments have been conducted successfully in our lab environment using Issac robot, a PDA for user agent and a wireless network system, operated under our multi agent framework control. The experiments show that this framework works well and provides some advantages to existing systems.

• 대한지역사회영양학회지
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• 제11권4호
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• pp.502-511
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• 2006

The purposes of this study were to measure job satisfaction levels of dietitians engaged a in contract food service management company, and to examine the impacts of personal characteristics and organizational characteristics on the job satisfaction of dietitians. The questionnaires developed for this study were distributed to 230 dietitians of contract food service management companies in the Seoul and Gyeonggi areas, and a total of 187 (81.3%) questionnaires were used for analysis. Statistical analyses were completed using SPSS (Win 11.5) for descriptive analysis, correlation analysis, t-test and ANOVA. The average job satisfaction score of the dietitians was 2.83, which is lower than "not satisfied" and "not dissatisfied" (3), "Marital status" (p < 0.001), "payroll per year" (p < 0.001), "age" (p < 0.05) and "work experience as a dietitians" (p < 0.05) had significant effects on job satisfaction of work and environmental factors. "Operating group" (p < 0.05), "type of menu" and "type of service" also affected the job satisfaction. Overall, it is important that managers of contract food service management companies establish specified human resource management strategies with understandings of the characteristics of their dietitians and companies to enhance the job satisfaction of dietitians, and to achieve their managerial goals.

• 시큐리티연구
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• 제36호
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• pp.111-137
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• 2013

이 연구는 기계경비서비스품질이 기계경비고객만족이 고객충성도에 미치는 영향과 전환장벽이 고객충성도에 미치는 영향을 규명하는데 있으며, 조사대상자는 현재 C, S, N, T업체의 기계경비를 이용하고 있는 사업장의 업주들 560명을 대상으로 설문지를 배포하여 조사하였다. 본 연구에서 실증 분석된 연구가설의 결과를 요약하고 고객 전략적 측면에서 시사점을 제시하면 다음과 같다. 첫째, 성별에 따라 기계경비만족도가 대안의 매력에 미치는 영향과 인간관계가 고객충성도에 미치는 영향은 남, 여 간의 차이가 나타났으며, 이용기간 및 연령대에 따라 기계경비서비스품질만족도와 대안의 매력은 차이가 있는 것으로 나타났다. 둘째, 기계경비서비스품질만족도가 높을수록 기계경비고객만족도, 전환비용 및 인간관계에 정적(+)인 영향을 미치는 것으로 나타났다. 셋째, 기계경비고객만족도가 높을수록 전환비용, 인간관계 및 고객충성도에 정적(+)인 영향을 미치는 것으로 나타났다. 넷째, 전환비용이 고객충성도에 미치는 영향에서 전환비용이 높을수록 고객충성도에 정적(+)인 영향을 미치는 것으로 나타났으나, 인간관계 및 대안에 매력에는 유의한 관계가 없는 것으로 나타났다. 이상의 연구결과를 종합해 보면 기계경비이용자들이 기계경비서비스품질만족과 기계경비고객만족도에 대한 인식을 높게 하고 이러한 높은 인식이 전환장벽을 구축하여 높은 고객충성도를 높일 수 있다는 결론을 얻었다. 따라서 기존고객들에 대한 철저한 고객관리와 함께 기계경비서비스품질과 기계경비고객만족도, 전환비용에 대한 투자와 노력이 핵심전략임을 제시할 수 있다. 성공적인 경영을 위해서는 고차원적인 기계경비서비스 품질만족도와 장기고객에게 다양한 고객기반 강화프로그램을 마련하여 고객들에게 실질적인 가치와 편익을 제공함과 동시에 가격적으로 탄력적인 자세를 취하여 높은 전환비용을 마련하여 고객들이 차별화를 직접적으로 지각할 수 있는 각종 커뮤니케이션과 홍보채널을 마련한다면 충성도가 높은 고객집단을 개발하고 유지할 수 있을 것이다.

• 제어로봇시스템학회논문지
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• 제20권5호
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• pp.486-494
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• 2014

Intelligent homes consist of ubiquitous sensors, home networks, and a context-aware computing system. These homes are expected to offer many services such as intelligent air-conditioning, lighting control, health monitoring, and home security. In order to realize these services, many researchers have worked on various research topics including smart sensors with low power consumption, home network protocols, resident and location detection, context-awareness, and scenario and service control. This paper presents the real-time metabolic rate estimation method that is based on measured heart rate for human adaptive appliance (air-conditioner, lighting etc.). This estimation results can provide valuable information to control smart appliances so that they can adjust themselves according to the status of residents. The heart rate based method has been experimentally compared with the location-based method on a test bed.

• KSII Transactions on Internet and Information Systems (TIIS)
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• 제11권6호
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• pp.3071-3085
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• 2017

Currently, various technological models and services are emerging because of the development of information and communication technology and the convergence of industries. The ICT car field is expanding because of technological convergence in the automobile industry. However, ICT convergence services are still being developed based solely on technology; characterization of users and their needs is lacking. Therefore, two types of ICT car services that apply human-centered design processes are developed in this study. These processes create services and models while considering the quality and functions of products based on users (instead of technology) when developing products or services. Usability evaluation was performed on the developed services; a human-centered design process was applied to the results to confirm that the derived services resulted in high satisfaction. In the future, these research results will provide useful applications when developing ICT car services and strategies.

• 한국병원경영학회지
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• 제23권3호
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• pp.63-71
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• 2018

The purpose of this study is to explore how the organizational structure of hospitals affects the pattern of conflicts between human resources at hospitals and then to present basic data necessary for conflict resolution. Research data were collected from the personnel of 14 hospitals in P city in Korea. The findings of the study are summed up as follows. First, administrative workers and with fewer years of service thought of the organizational structure as organic. Second, organizational conflict was found to be higher in those at older ages, with more years of service and in middle management positions. Next, as for conflict patterns between occupation types, nurses showed more conflicts with doctors and administrative workers, while administrative workers and public health personnel had more conflicts with nurses. Last, of the organizational structure factors, 'Subdivision of work,' 'Decision making method,' 'Opinion collection process,' 'Codification of responsibilities and rights' and 'Documentation of duties' were found to have negative effects on conflict patterns. Therefore, the findings imply that for decrease in organizational conflicts, hospitals need to be reorganized to have a more organic structure and take such differentiated measures for conflict resolution that consider characteristics of human resources, such as one's age, years of service and position.

• 한국생활과학회지
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• 제20권6호
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• pp.1153-1165
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• 2011

Decision making for gas boiler consumers depends on the characteristics of products such as the price and quality as well as the brand image. Although a gas boiler is a high involvement product in terms of price, in fact, it is a low involvement product which is greatly affected by installers. This study examined variables which affect the level of satisfaction and repurchase intention by surveying about 1,000 housewives through an on-line questionnaire. The results were as follows: first, gas boiler users' general knowledge of gas boilers showed a correct-answer rate of 54.5%. The average satisfaction score of product quality (mean=5.61 out of 7) was higher than that of the satisfactionscore of the company's service (mean=5.46). Second, the level of repurchase intention was above the mid-point (mean=4.72). Multivariate regression found that product satisfaction, service satisfaction, household size, and information sources explained repurchase intentions for gas boilers to be about 50.7%. Gas boiler marketers should pay attention to the survey result in that the level of repurchase intention depends mainly on both consumer satisfaction and information sources.