• International Journal of Quality Innovation
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• v.8 no.3
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• pp.46-70
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• 2007

Customer Support Knowledge of Customer Support Organization is one of the important assets of enterprises and "Customer Support Knowledge Management" is also the critical aspect of Business Knowledge Management; however, the attributes of Customer Support Knowledge are complicated, diverse, renewed rapidly and difficult to be managed. Thus, in order to design a successful Customer Support Knowledge Management System, apart from the consideration of "human" and "information technology" aspects, the concerns of attributes and Customer Support Knowledge and industry characteristics should be involved for meeting the requirements of Customer Support Organization and allowing the organization to acquire the competitive advantage of "Differentiation Service". This research used the "Customer Support Knowledge Management System" in a high-tech industry as an example and treated the end users of medical instruments in different types of hospitals in Taiwan which have received the support service of our company in recent six months as the population. The end users were mostly the nursing executives or ultrasonic wave technical personnel in intensive care unit and they had similar educational background and incomes and adopted the medical instruments such as physical supervision system, ultrasonic wave system, heart start or ECG machine produced by our company; the research method was to randomly treat the investigation results of the telephone customers' satisfaction from respective 30 end users in the population three months before and after this system execution as the samples and use hypotheses to validate if the end users' customer satisfaction significantly improved in terms of "Remote Support," "On-site Support," "Service Turn Around time," "Technical Competence" and "Manner" in order to understand the influence and managerial significance of execution of "Customer Support Knowledge Management System" on Customer Support Organization.

• Journal of Information Technology Services
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• v.12 no.3
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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.

• Journal of the Economic Geographical Society of Korea
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• v.3 no.2
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• pp.43-61
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• 2000

This study investigate the spatial characteristics and corporate networks of foreign business service firms in Korea. Specifically intrafirm and extrafirm organization of foreign firms are addressed utilizing the corporate network perspective. For this purpose, this study conducted questionnaire and interview surveys for the foreign firms. Parent-subsidiary relationships are focused on the mechanisms by which Transnational Corporations (TNCs) headquarters control and coordinate their foreign affiliates and subsidiaries in order to achieve investment purpose in Korea (overseas market expansion). But extrafirm networks of foreign business services firms in Korea do not appear to play an important role in regional development to date. A low proportion of foreign firms is engaged in academics-industry linkages, and a low number o( foreign firms is formally linked with government organizations, research institutes, and trade associations. To conclude, Foreign direct investment firms in business services in Korea are characteristics by globalized intrafirm networks and localized interfirm and extrafirm networks. It is understood that regional development can be vitalized when Korean local firms have close relationships with technologically advanced foreign firms in tacit knowledge capacity. Foreign firms are able to play an important role in the development of business services in Korea. This study suggests that regional foreign direct investment policy should be targeted towards the corporate networking with foreign firms and domestic firms and incrementation of the potential of foreign firms as a knowledge-intensive industry.

• Journal of Korea Multimedia Society
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• v.18 no.6
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• pp.772-779
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• 2015

Advancing information technology have rapidly changed our service environment of life, culture, and industry. Computer information communication system is applied in medical, health, distribution, and business transaction. Smart is using new information by combining ability of computer and information. Although agriculture is labor intensive industry that requires a lot of hands, agriculture is becoming knowledge-based industry today. In agriculture field, computer communication system is applied on facilities farming and machinery Agricultural. In this paper, we designed and implemented application that provides personalized agriculture related information at the actual farming field. Also, this provides farmer a system that they can directly auction or sell their produced crops. We designed and implemented a system that parsing information of each seasonal, weather condition, market price, region based, crop, and disease and insects through individual setup on ubiquitous environment using location-based sensor network and processing data.

• Journal of the Korean Regional Science Association
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• v.6 no.2
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• pp.123-147
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• 1990

This paper examines the changing geography of producer service industries in the 1980s. The foci of this study are to analyze the regional distribution of each producer services, and to reveal the spatial linkage of producer services. Further this paper asserts the potential role of producer services for reducing the potential endogenous development in the periphery. During the 1981-86 period, producer service industries grew more rapidly than other service sectors and manufacturing sector. The main reason of the raid growth of producer services is attributable to an increase in demand for intermediate services from manufacturing firms. In order to compete an increasingly complex business environment, firms have expanded the amount of effort devoted to activities such as planning, coordination and control, and consequently have increased their use of producer services. The most distinctive feature of the location of producer services is spatial concentration into Seoul and surrounding region. Especially the degree of the concentration o business services into the Capital Region has been accelerating during the 1990s. The pattern of employment growth and regional distribution of producer services show a clear core / periphery disparity. Much of the regional inequality in producer services is largely due to variation in demand associated with the pattern of corporation headquarters with the pattern of corporation headquarters and branch plants location with large manufacturing firms. The analysis of spatial division of labor reflects that producer services are related to the location of headquarters in manufacturing industry. Headquarters in manufacturing firms and business service firms tend to cluster each other. Most of the headquarters spatially separated from branch offices are clustered heavily in Seoul. Especially headquarters of business services and insurance services are overwhelmingly concentrated into Seoul. The firms whose headquarters are located in Seoul have a linkage pattern on a nationwide scale. It is viewed have little potential for generating local multiplier effects and regional development. In the light of the result of this study, producer services are not likely to disperse soon to peripheral regions. Consequently the absence of policies directed at enhancing producer sevice in the periphery, concentration tendency would continue to reinforce the core's dominance at the expense of peripheral regions. From a regional perspective, the quality of a region's producer service sector is a key determinant of economic growth, since manu industrial location decisions are influenced by the differential availability of producer services among regions. Poor performance of producer services in peripheral regions seemed to be linked to the region's manufacturing base. Low-wage, standardized branch plants are not likely to induce the growth in knowledge intensive services associated with high-technology corporate headquarters. Producer services may help to create and attract new business including manufacturing firms, and also to enhance the productivity and competitiveness of local firms. Therefore the provision of service producing activities would be lead not only to generate and retain endogenous development but also to attract external firms, especially small and medium sized firms which have a lower propensity of internalized services. Hence, it may be more efficient to create and expanse new locally owned producer services rather than to attract branch plants of mult-locational firms in order to make indigenous economic development.

• Journal of Digital Convergence
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• v.10 no.8
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• pp.73-80
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• 2012

Consulting industry is a knowledge intensive business service industry to lead to knowledge creation as well as support high value creation of other industries. While the consulting industry has a great ripple effect on whole industries, there is a lack of interest in the consulting industry. Thus, this study investigates a ripple effect of the consulting service on the national economy using an Input-Output analysis. We summarize some of our findings as follows. First, A production of 1.0 won in the business consulting industry induces production of 0.6933 won in 2005 and 0.7851 in 2009; value-added of 0.2881 won in 2005 and 0.3039 won in 2009. A production of 1.0 billion won in the business consulting industry Industry produces employment for 0.1124 persons in 2005 and 0.1207 persons in 2009. Second, the supply shortage of 1.0 won in the business consulting industry prevents other industries from producing 2.6759 won in 2005 and 3.0145 won in 2009. Third, a 10% increase in the price level of the business consulting industry raises the overall price level from 0.1691% in 2005 to 0.2161% in 2009. The research results show that consulting industry has been increasing a effect on Korea national economy.

• Journal of the Economic Geographical Society of Korea
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• v.13 no.4
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• pp.584-600
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• 2010

Aiming to reveal the employment evolution around interstate highway corridors, an extended shift-share analysis is conducted for metropolitan areas in two interstate highway corridors on the U.S. east coast: I-95 and I-85. Our focus is on knowledge service sectors, specifically finance, insurance, business services and health services for two time periods, 1977-1990 and 1990-2005. In the first period, the two corridors' metropolitan areas have outperformed their regions in terms of both output and labor productivity. But this picture turned negative in later period with some variation by industries. Also variation in performance over time was found even in metropolitan areas in the same corridor or in geographically adjacent areas.

• Information Systems Review
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• v.19 no.3
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• pp.127-154
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• 2017

This study aims to identify various service innovation patterns in the service industry and understand the main differences among them. We attempt to create a new typology of service innovation by analyzing its patterns based on the four major dimensions of service innovation (i.e., service concept, service delivery, customer interaction, and technology). We then investigate whether firms pursuing different service innovation patterns significantly differ from one another in terms of their performance (high and low performance). Based on empirical data collected from 198 Korean firms in the knowledge-intensive business service sector, four major clusters composed of different service innovation dimensions are identified. These four clusters can be interpreted as specific service innovation patterns, including "technology based high customer interaction," "high technology based high service delivery," "service delivery and high customer interaction-integrated," and "strongly balanced" innovators. High firm performance does not depend on the individual service innovation dimension but on the specific configurations of such service dimensions. Customer interaction also has an important role in achieving innovation success and improving firm performance, while technology has a key role in enhancing firm performance. This study sheds new light on service innovation research by developing a new typology of service innovation, identifying four major clusters as service innovation patterns, and exploring the relationship between service innovation patterns and firm performance.

• Journal of Intelligence and Information Systems
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• v.25 no.1
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• pp.21-41
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• 2019

Thanks to the rapid development of information technologies, the data available on Internet have grown rapidly. In this era of big data, many studies have attempted to offer insights and express the effects of data analysis. In the tourism and hospitality industry, many firms and studies in the era of big data have paid attention to online reviews on social media because of their large influence over customers. As tourism is an information-intensive industry, the effect of these information networks on social media platforms is more remarkable compared to any other types of media. However, there are some limitations to the improvements in service quality that can be made based on opinions on social media platforms. Users on social media platforms represent their opinions as text, images, and so on. Raw data sets from these reviews are unstructured. Moreover, these data sets are too big to extract new information and hidden knowledge by human competences. To use them for business intelligence and analytics applications, proper big data techniques like Natural Language Processing and data mining techniques are needed. This study suggests an analytical approach to directly yield insights from these reviews to improve the service quality of hotels. Our proposed approach consists of topic mining to extract topics contained in the reviews and the decision tree modeling to explain the relationship between topics and ratings. Topic mining refers to a method for finding a group of words from a collection of documents that represents a document. Among several topic mining methods, we adopted the Latent Dirichlet Allocation algorithm, which is considered as the most universal algorithm. However, LDA is not enough to find insights that can improve service quality because it cannot find the relationship between topics and ratings. To overcome this limitation, we also use the Classification and Regression Tree method, which is a kind of decision tree technique. Through the CART method, we can find what topics are related to positive or negative ratings of a hotel and visualize the results. Therefore, this study aims to investigate the representation of an analytical approach for the improvement of hotel service quality from unstructured review data sets. Through experiments for four hotels in Hong Kong, we can find the strengths and weaknesses of services for each hotel and suggest improvements to aid in customer satisfaction. Especially from positive reviews, we find what these hotels should maintain for service quality. For example, compared with the other hotels, a hotel has a good location and room condition which are extracted from positive reviews for it. In contrast, we also find what they should modify in their services from negative reviews. For example, a hotel should improve room condition related to soundproof. These results mean that our approach is useful in finding some insights for the service quality of hotels. That is, from the enormous size of review data, our approach can provide practical suggestions for hotel managers to improve their service quality. In the past, studies for improving service quality relied on surveys or interviews of customers. However, these methods are often costly and time consuming and the results may be biased by biased sampling or untrustworthy answers. The proposed approach directly obtains honest feedback from customers' online reviews and draws some insights through a type of big data analysis. So it will be a more useful tool to overcome the limitations of surveys or interviews. Moreover, our approach easily obtains the service quality information of other hotels or services in the tourism industry because it needs only open online reviews and ratings as input data. Furthermore, the performance of our approach will be better if other structured and unstructured data sources are added.

• Journal of Digital Convergence
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• v.16 no.7
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• pp.107-116
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• 2018

One of the key mission is to develop and prompte the use National Competency Standards, which is defined to be the systemization of competencies(knowledge, skills and attitudes) required to perform duties at the workplace by the nation for each industrial sector and level. This provides the basis for the design of training and detailed specifications for workplace assessment. To promote the data-driven service improvement, the commercial product Splunk was introduced, and has grown to become an extremely useful platform because it enables the users to search, collect, and organize data in a far more comprehensive, far less labor-intensive way than traditional databases. Leveraging Splunk's built-in data visualization and analytical features, HRD Korea have built custom tools to gain new insight and operational intelligence that organizations have never had before. This paper analyzes the NCS homepage. Concretely, applying Splunk in creating visualizations, dashboards and performing various functional and statistical analysis and structure without Web development skills. We presented practical use and implications through case studies.