• Asia pacific journal of information systems
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• 제25권3호
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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.

• 대한지구과학교육학회지
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• 제8권1호
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• pp.98-113
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• 2015

The purpose of this study was to explore how science docents developed their expertise in the context of situated learning where two experienced docents played roles of mentors. Two experienced docents as mentors and six participating docents as mentees interacted in the community to develop exhibition interpretation strategies to be more professional in interacting with visitors through the workshops developed by the researcher. To figure out how docents developed their expertise in exhibit interpretation, the researcher collected the data from docents through observation, artifacts, and interviews as well as surveys. The result of this study included that participating docents formed new perception about scientific inquiry as well as scientific literacy and they developed professional skills of planning, implementing, and reflecting of exhibition interpretation in the context of situated learning, where docents formed alliance one another. It is recognized that participating docents' passions to be professional in exhibition interpretation and two experienced docents' wills as mentors made dynamic interaction in pursuing the same aim of docents' expertise in exhibition interpretation.

• 한국IT서비스학회지
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• 제18권5호
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• pp.1-16
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• 2019

This work tries to empirically validate the effect of influencers' product-usage videos upon brand attitude and purchase intention of consumers. More specifically, we choose 3 attributes of product-usage videos of influencers such as expertise, trustworthiness, and attractiveness from our literature review. We collect 200 survey questionnaires in 2019 using Google survey forms from subjects who have watched influencers' usage videos of fashion items. Our results suggest that expertise and trustworthiness of influencers' videos positively affect brand attitude of consumers, which in turn positively influence their purchase intention. However, we have not found significant effect of attractiveness of the videos upon brand attitude. We also confirm that brand attitude positively affect purchase intention as proposed in the literature. The practical implications of this work is that firms should focus and strengthen expertise and trustworthiness of videos rather than attractiveness in order to enhance purchase intention of consumers and eventually lead to their purchase behavior.

• 지식경영연구
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• 제12권5호
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• pp.11-23
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• 2011

The objective of this study was to analyze the two contrary effects of usage habits on the acceptance of a new IT. The one is a positive one which may be caused by expertise from the repetitive usages of a current system while the other is a negative one which would be due to lock-in. For this purpose, this study suggested three hypotheses which account for not only the negative effect of the habit in current system on the intention of using a new system but also the positive moderation effects on both relationships of perceived usefulness and perceived ease of use with the intention of a new system. For the empirical tests of the hypotheses, this study surveyed acceptance of Google Docs for the users who have a habitual used word processor. The analysis by partial least square approach showed that the hypotheses were statistically supported.

• 한국IT서비스학회지
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• 제12권3호
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• pp.39-54
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• 2013

IT consulting is becoming a norm rather than exception in this age of smart work and information revolution. As IT consulting is one of the knowledge intensive services requiring high credence on both sides, maintaining a good trustful relationship is critical in sustenance of strategic partnership between business firms and IT service firms. Trust is known to be one of the salient constructs in service relationships. In this study, building from the social psychology literature, trust is conceptualized as two dimensions : cognitive and affective trust. Using two dimensions of trust as mediators, a research model is constructed for IT consulting specific context : relationship continuance intention as the dependent construct while expertise, service performance, reputation, relationship satisfaction and value similarity as antecedents of cognitive and affective trust. 145 data points were collected through a survey of IT service client project managers retrospectively asking their experience with IT consultants. Findings suggest that cognitive trust is associated with perceived level of expertise and service performance while affective trust with relationship satisfaction and value similarity, respectively. Interestingly, the paths from reputation are found to be statistically insignificant towards both dimensions of trust, indicating IT service context would be more practically outcome oriented than any other professional service context. Also, cognitive trust seems to maintain stronger influence on relationship continuance intention as anticipated. Implications and limitations are discussed at the end.

• 한국건축시공학회지
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• 제13권2호
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• pp.159-168
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• 2013

Construction projects have become increasingly complex in recent years, resulting in substantial safety hazards and frequent fall accidents. In an attempt to prevent fall accidents, various safety management systems have been developed. These systems have mainly been evaluated qualitatively and subjectively by practitioners or supervisors, and there are few tools that can be used to quantitatively evaluate the performance of safety management systems. We propose an expertise-based safety performance evaluation model (EXSPEM), which integrates a fuzzy approach-based analytic hierarchy process and a regression approach. The proposed model uses S-shaped curves to represent the degree of contribution by subjective expertise and is verified by a genetic algorithm. To illustrate its practical application, EXSPEM was applied to evaluate the safety performance of a newly developed real-time mobile detector monitoring system. It is expected that this model will be a helpful tool for systematically evaluating the application of a robust safety control and management system in a complex construction environment.

• 대한건축학회논문집:계획계
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• 제36권5호
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• pp.33-40
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• 2020

The purpose of this research is to provide the basic information for the development of dental healthcare system's expertise and spatial composition in diverse dental spaces in Korea according to dental specialist system enforcement. Literature review of dental expertise especially dental specialist system and investigation on current status of spatial composition of dental spaces have been conducted. After the review, the spatial composition with field survey and architectural drawings of selected dental spaces have been analyzed. The result of this study is arranged with three points. First of all, the main clinical dental spaces are the dental school's dental hospital, dental department in medical center/hospital and private dental clinic in Korea. The second one is that dental school's dental hospital had differentiated to 10-11 departments in 1970-1980's and dental department in medical center/hospital has been changing to dental hospital with 5-7 departments in 2010's, and dental clinic is changing to specific dental clinic according to dental specialist system in 2018. The third one is that spatial composition is related with dental expertise at diverse levels. Spatial composition in dental school's dental hospital had been highly differentiated with dental expertise, dental department in medical center/hospital is partially subdivided with dental specialist system, but that of dental clinic is not changed according to dental specialist system. In addition to current spatial composition according to dental expertise, it is necessary to analyze the change of spatial composition with diachronic methods to develop the dental healthcare system.

• 한국항공운항학회지
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• 제23권3호
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• pp.18-27
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• 2015

Many studies have shown that having perception of spatial information is important for air traffic control officer (ATCO) since it helps them understand the current situation and predict the situation it leads to. However, little or no research has been done to investigate if there is any difference at the levels of expertise in perceiving spatial information and predicting a prospective situation. This study investigates the difference between expert and novice ATCO groups in how accurately each group of ATCO perceive spatial information such as position, altitude, speed, and flying direction, and predicting such information they will encounter shortly. In completing a task to watch the movement of airplanes displayed on the computer monitor as a blip, the participants were asked to predict the position, speed, and the altitude of the aircraft in a minute by marking on the sector map. The results show that the expert group performed better in accuracy and had tendency to overestimate on position and altitude; however, no significant difference was found between the two groups in terms of reading a flying direction. Therefore reading a flying direction may not be a reliable indicator to judge expertise of ATCO. But the expert group shows better predicting performance by perceiving spatial information such as airplane's position and altitude with feeling on time. The study suggests that it is important to enhance perceptive skills in ATCO training in improving their expertise in predicting accuracy traffic situation, preventing from air collision, and improving productivity for more efficient air traffic flow. A further study on the relationship between the perception of spatial information and the sense of time in predicting future information and effectiveness as an independent factor would contribute to providing more insights into expertise of ATCOs.

• International Journal of Contents
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• 제6권4호
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• pp.79-89
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• 2010

In recent years, IT organizations are in the process of introducing IT Governance as the concept and measure of transparency, accountability and effectiveness of IT activities and control for managing governance processes. In this paper, the influential factors for IT organizations to adopt COBIT(The Control Objectives for Information and related Technology) which is a typical framework for effective IT Governance execution were classified and analyzed empirically into internal and external factors. Internal factors were designed based on influential factors in the theory of innovation diffusion, and external factors were designed based on influential factors from outside certification which were absent in COBIT and expertise support from the outside. The result of this study showed that understandability, transition and effectiveness which were internal factors had no effect on COBIT introduction, and only expertise support among certification and expertise support which were external factors had significant effects. This result shows that there are lack of COBIT supports and introduction in internal IT organizations. It is expected that the result of this study will allow strategic approach of COBIT adoption in future by verifying influential factors of COBIT introduction within IT organizations.

• 한국과학예술포럼
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• 제30권
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• pp.151-161
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• 2017

본 논문에서는 공학 분야에서 '공동연구' (collaboration) 과정을 연구 주제로 설정하고, 효과적인 협업의 형태 및 협업을 통해 생성되는 문화 또는 지식 창출의 가능성 및 함의에 대해 다룬다. '융합'에 대한 규범적 정의 및 행위 양식을 제안하는 방법을 취하지 않고, 융합의 한 형태로 공동연구를 선택하여 융합의 가능성을 탐색한다. 특히, 사회과학적 분석 방법을 빌어 3D 바이오프린팅 연구실에서 이뤄지고 있는 융합기술의 형성과정을 기술 및 분석하여, 공동연구를 통한 융합연구가 공학연구 문화 및 공학교육에 던지는 함의에 대해 논한다. 이를 위해 논문에서는 다음과 같은 질문을 던진다. 첫째, 학문하는 문화, 역사, 그리고 학문의 이론적 배경 및 방법이 전혀 다른 연구자들이 만나서 '공동연구'가 가능하며, 공동연구를 통해 유의미한 융합적 지식과 기술을 창출할 수 있을까? 둘째, 공동연구를 독려하고 촉진시키는 연구조직의 구성 조건 및 문화적 요소들은 무엇이 있을까? 셋째, 공동연구를 통해 소위 π자형 융합인재의 육성이 가능할까? 연구자들은 3D 바이오프린팅 사례를 통해 다음과 같은 결론을 내리고자 한다. 첫째, 정부 및 대학 차원에서의 재정적, 정책적 지원이 중요하며, 무엇보다 책임연구자의 융합연구에 대한 개방적, 능동적, 탄력적인 태도가 우선되어야 한다. 책임연구자는 학문적 배경이 다른 연구자들 사이에서 지적, 물적, 사회적, 인간적, 기술적 교류를 가능하게 하는 연구실 환경을 만드는 것이 중요하다. 둘째, 융합연구를 위해 해결해야 하는 도전적 난제들이 많음에도 생명과학과 프린팅 기술이 융합하여 3D 바이오프린팅이란 분야를 개척한 것처럼 이종적 학문 간의 의미있는 융합은 가능하다. 셋째, 융합연구의 장점 중의 하나는 4차 산업혁명 시대를 주도할 π형 인재 양성할 기회를 제공한다는 점이다.