• 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.

• Journal of Forest and Environmental Science
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• 제30권4호
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• pp.342-350
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• 2014

Rural people of Sudan are endowed with a deep knowledge concerning the utilization of different tree species. However research on the local knowledge related to tree species utilization still lacks adequate attention. The study objectives were to identify the existing local knowledge related to the utilization of the tree species and the existing threats to the availability of the trees. A total of 300 respondents were selected randomly from Rashad district in Nuba Mountains in 2011. Semi-structured interview, direct observation, group discussion, preference ranking and direct matrix ranking were used to collect the data. The study results revealed that people of Nuba Mountains utilize different tree species for food, medicinal purposes, fodder, firewood, construction and cultural ceremonies. The study results also indicated that the availability of trees is negatively influenced by firewood collection, agricultural expansion, drought, overgrazing and charcoal production. The study concluded that local knowledge has crucial role in tree species utilization in Nuba Mountains. Further researches to document and substantiate the local knowledge on useful tree species are highly recommended.

• 한국컴퓨터정보학회논문지
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• 제24권6호
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• pp.211-216
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• 2019

Knowledge sharing is safe to say that we have already embarked on knowledge-based global economy where knowledge is a decisive factor in global competition for corporations. So in the age of knowledge-based management, it is how we use knowledge that decides success or failure for corporations and the competitiveness of their countries at large as well. We did this research with the help of those who were working in ICT industry including manufacturing, tourism, and others. In this research, we looked into how project participants, organizational characteristic, and relational characteristic affect knowledge sharing and utilization, and what are the factors that have positive effects on corporate success. And all the factors presented in the research are found to have positive effects on the knowledge sharing and utilization. The factors appeared to have positive effects starting with project at first and then on corporate success at large.

• 한국지역사회생활과학회지
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• 제14권2호
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• pp.93-106
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• 2003

The main purpose of this research was to study and analyze the actual utilization of traditional knowledge resources and to search for methods to activate local communities through utilization of traditional knowledge resources best suited for us. For this study, data listed on the internal web sites during August 2002 to October 2002 were searched and analyzed. In terms of statistical analysis, frequency, percentage, and x$^2$-test were operated using the SPSS 10.0 program. The major results of this study are as follows: 1) Traditional knowledge resources utilized throughout the nation totaled to 8,906 cases. These utilized resources composed of 48.0% of tangible resources, 32.3% of environmental resources, and 19.8% of intangible resources and such utilized resources were in order of life-skill, scenery, ruins and relics, community activity, exhibition, and folklores. 2) Tourism, merchandising, and festival were the major types of utilization of traditional knowledge resources, while education was the relatively minor portion in utilization type. 3) Compound linking of traditional knowledge resources, utilization type, and utilizing body showed links such as life skill-merchandising-civilian, ruins and relics-tourism-government, folklore-festival-civilian, scenery-tourism-government, and exhibition-education-civilian.

• 한국경영과학회지
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• 제34권3호
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• pp.1-27
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• 2009

Since online knowledge networks usually consist of a larger, loosely knit, and geographically distributed group of "strangers" who may not know each other very well, members may not willingly share their knowledge with others. In order to address this challenge, this study looks Into the factors that are expected to affect knowledge sharing in an online knowledge network. For empirical validation, we choose "the global network of Korean scientists and engineers (KOSEN)" as one of the best practices of online knowledge networks. By using the archival, network, and survey data, we validate two models of knowledge sharing in sequence (i.e., knowledge contribution and knowledge utilization models) and then discuss the results. The findings of this study show that individuals not only contribute but also utilize knowledge in an online knowledge network when they are structurally embedded and perceive a strong reciprocity. In the network. In addition, taking pleasure in helping is found to positively affect knowledge contribution, whereas perceiving usefulness is found to Influence knowledge utilization. Contributions of this study and future research opportunities are also discussed.

• 산경연구논집
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• 제9권11호
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• pp.77-91
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• 2018

Purpose - In this research, we investigate the relationship between the level of information technology utilization, social capital and knowledge management, organization performance. For information and knowledge management, participants' certain level of information technology utilization is required and connections among participants are necessary for performing and for synergy effects. Research design, data, and methodology - Reflecting on these, we empirically analyze the effects of participant's information technology utilization level and social capital on knowledge management and organization achievement for the case of Incheon International Airport. Questionnaire is distributed to the airport employees and collected 221 samples for analyzing. SPSS and AMOS statistic programs are used for analysis. Factor analysis, Credibility adaptability, path analysis, hypotheses are verified. Results - The study research shows as follow. First, the level of IT utilization does affect social capital but does not affect knowledge management. Second, social capital affects both knowledge management and organization achievement. To investigate more about the relationship between the level of IT utilization and knowledge management, we analyzed the control effects of personal characteristics, and findings are, first, employees with longer time service recognize the importance that the level of IT use and knowledge management affect organization achievement more seriously than employees with shorter time service do. Second, employees with shorter time service and younger employees have relatively lesser social capital and participate in knowledge management passively. Third, higher position employees think that the level of IT utilization affects knowledge management while lower position employees do not. Conclusions - The level of IT utilization affects social capital, and social capital affects knowledge management and organization achievement. These results suggest that the level of IT utilization is very important to both organization and each employee. So providing related training and education opportunities or incentives to induce employees to make efforts for higher level of IT utilization and thus to participate in knowledge management more actively is necessary. The level of IT utilization affects social capital which airport employees lack. The one of study results indicates the importance of social capital and for higher competitiveness of the airport social capital should be increased.

• 정보관리학회지
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• 제28권3호
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• pp.239-256
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• 2011

조직 내 지식공유 및 지식활용의 주체는 조직구성원 개인이라는 점에서 지식관리전략을 논할 때, 인적자원관리와 지식관리의 관계성 논의는 매우 절실하다. 본 연구에서는 지방정부를 대상으로, 인적자원 관리의 세부영역인 교육훈련, 의사결정에의 참여, 성과평가 및 보상제도와 지식공유 및 지식활용과의 영향관계를 분석하였다. 분석결과 교육훈련, 평가 및 보상제도가 중요한 요인으로 나타났으며, 이러한 연구결과를 토대로 정부조직의 지식공유와 활용에 있어서의 정책적 시사점을 논의하고 있다.

• 정보관리학회지
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• 제35권4호
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• pp.285-308
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• 2018

지식활용은 조직의 역량 제고와 직접적으로 연결하는 활동이며 새로운 가치를 다시 생산하게 하는 지식관리의 가장 핵심적 활동이라 할 수 있다. 따라서 지식활용 활동에 영향을 미치는 요인 및 환경에 대한 체계적이며 종합적인 연구는 더욱 필요하다고 본다. 본 연구의 목적은 지식관리 활동 중 마지막 단계인 지식활용에 직접적으로 영향을 미치는 정보문화와 조직문화를 파악하고자 지식활용에 영향을 미치는 정보문화 및 조직문화 요인을 규명하는 것이다. 이를 위하여 정부출연연구소, 도서관, 기업연구소에 근무하는 사서직, 연구직, 일반직 300명을 대상으로 설문조사를 수행하였고 이를 통하여 수집된 데이터는 다중회귀분석을 적용하여 정보문화의 여섯 가지 속성과 조직문화의 네 가지 유형이 지식활용의 문제대처, 지식재생산, 지식확산에 미치는 영향관계를 분석하였다. 분석결과, 정보문화(제어성, 공개성, 적극성)와 조직문화(관계지향문화, 혁신지향문화, 과업지향문화)가 지식활용의 중요한 요인으로 나타났으며, 이러한 연구결과를 토대로 조직의 지식활용에 있어서 시사점을 논의하였다.

• 지식경영연구
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• 제11권2호
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• pp.1-16
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• 2010

Despite the well accepted necessity and importance of knowledge management, cases of successful knowledge management are not easy to find. With a case study of a Korean organization, this research introduces an integrated knowledge management model, in which knowledge and work processes are combined to improved knowledge performance. Knowledge-work process integration facilitates knowledge asset creation, transfer, and utilization, through which inefficiencies in knowledge utilization may be removed and knowledge contribution to business performance may be enhanced. Knowledge-work process integration may further be aligned with innovation processes, enabling systematic and continuous knowledge based process innovation.

• 디지털융복합연구
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• 제17권1호
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• pp.131-140
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• 2019

지식정보시스템의 발달로 사람들이 기억하는 것을 거부하는 증상이 커지고 있다. 또한 지식을 기억해야 하는 가에 대한 논란도 커지고 있다. 본 연구는 기억하는 지식과 찾는 지식에 대한 선호도 조사를 하였다. 선호 집단 간에 미래에 나타날 지식 활용의 용도, 효과, 용이성에 대한 기대를 예측하였다. 이러한 미래에 나타날 지식 활용에 대한 예측된 기대가 집단 간의 차이를 보이는지 분석하였다. 1차 연구는 2014년 10월에 진행하였다. 이번 연구는 2차 연구이다. 1차 연구와 비교하여 어떤 변화가 있는지 연구하였다. 결과적으로 대학생의 지식 습득 선호도에 따라서 1)미래 시점에서 지식 활용의 다양성을 넓히는 것은 차이가 없고, 2)지식 활용의 효과를 기대하는 것과 3)지식의 지속적인 창출이 용이성에는 차이가 있는 것으로 나타났다. 본 연구 결과는 지식을 기억하는 것이 좋은 것인지를 논의할 수 있는 기초를 마련한 점이 중요하다고 할 수 있다.