• Journal of Intelligence and Information Systems
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• v.19 no.3
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• pp.113-125
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• 2013

Every company wants to know customer's requirement and makes an effort to meet them. Cause that, communication between customer and company became core competition of business and that important is increasing continuously. There are several strategies to find customer's needs, but VOC (Voice of customer) is one of most powerful communication tools and VOC gathering by several channels as telephone, post, e-mail, website and so on is so meaningful. So, almost company is gathering VOC and operating VOC system. VOC is important not only to business organization but also public organization such as government, education institute, and medical center that should drive up public service quality and customer satisfaction. Accordingly, they make a VOC gathering and analyzing System and then use for making a new product and service, and upgrade. In recent years, innovations in internet and ICT have made diverse channels such as SNS, mobile, website and call-center to collect VOC data. Although a lot of VOC data is collected through diverse channel, the proper utilization is still difficult. It is because the VOC data is made of very emotional contents by voice or text of informal style and the volume of the VOC data are so big. These unstructured big data make a difficult to store and analyze for use by human. So that, the organization need to automatic collecting, storing, classifying and analyzing system for unstructured big VOC data. This study propose an intelligent VOC analyzing system based on opinion mining to classify the unstructured VOC data automatically and determine the polarity as well as the type of VOC. And then, the basis of the VOC opinion analyzing system, called domain-oriented sentiment dictionary is created and corresponding stages are presented in detail. The experiment is conducted with 4,300 VOC data collected from a medical website to measure the effectiveness of the proposed system and utilized them to develop the sensitive data dictionary by determining the special sentiment vocabulary and their polarity value in a medical domain. Through the experiment, it comes out that positive terms such as "칭찬, 친절함, 감사, 무사히, 잘해, 감동, 미소" have high positive opinion value, and negative terms such as "퉁명, 뭡니까, 말하더군요, 무시하는" have strong negative opinion. These terms are in general use and the experiment result seems to be a high probability of opinion polarity. Furthermore, the accuracy of proposed VOC classification model has been compared and the highest classification accuracy of 77.8% is conformed at threshold with -0.50 of opinion classification of VOC. Through the proposed intelligent VOC analyzing system, the real time opinion classification and response priority of VOC can be predicted. Ultimately the positive effectiveness is expected to catch the customer complains at early stage and deal with it quickly with the lower number of staff to operate the VOC system. It can be made available human resource and time of customer service part. Above all, this study is new try to automatic analyzing the unstructured VOC data using opinion mining, and shows that the system could be used as variable to classify the positive or negative polarity of VOC opinion. It is expected to suggest practical framework of the VOC analysis to diverse use and the model can be used as real VOC analyzing system if it is implemented as system. Despite experiment results and expectation, this study has several limits. First of all, the sample data is only collected from a hospital web-site. It means that the sentimental dictionary made by sample data can be lean too much towards on that hospital and web-site. Therefore, next research has to take several channels such as call-center and SNS, and other domain like government, financial company, and education institute.

• Journal of Intelligence and Information Systems
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• v.17 no.2
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• pp.109-117
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• 2011

The exhibition industry, as technology-intensive, eco-friendly industry, contributes to regional and national development and enhancement of its image as well, if it joins cultural and tourist industry. Therefore, We need to revitalize the exhibition industry, as actively holding an exhibition event. However, to attract a number of exhibition audience, the work of enhancing audience satisfaction and awareness of value for participation should be prioritized after improving quality of service within exhibition hall. As one way to enhance the quality of service, it is thought that the way providing personalized service geared toward each audience is needed. that is, if audience avoids the complexity in exhibition space and it affords them service to enable effective time and space management, it will improve the satisfaction. All such personalized service affordable lets the audience's preference on the basis of each audience profile registered in advance online grasp. and Based on this information, it is provided with exhibition-related information suited their purpose that is the booth for the interesting audience, the shortest path to go to the booth and event via audience's smart phone. and it collects audience's reaction information, such as visiting the booth, participating the event through offered the information in this way and location information for the flow of movement, the present position so that it makes revision of existing each audience profile. After correcting the information, it extracts the individual's preference. hereunder, it provides recommend booth and event information. in other words, it provides optimal information for individual by amendment based on reaction information about recommending information built on basic profile. It provides personalized service dynamic and interactive with audience. This paper will be able to provide the most suitable information for each audience through circular and interactive structure and designed smart-phone application supportable for updating dynamic and interactive personalized service that is able to afford surrounding information in real time, as locating movement position through sensing. The proposed application collects user‘s context information and carrys information gathering function collecting the reaction about searched or provided information via sensing. and it also carrys information gathering function providing needed data for user in exhibition hall. In other words, it offers information about recommend booth of position foundation for user, location-based services of recommend booth and involves service providing detailed information for inside exhibition by using service of augmented reality, the map of whole exhibition as well. and it is also provided with SNS service that is able to keep information exchange besides intimacy. To provide this service, application is consisted of several module. first of all, it includes UNS identity module for sensing, and contain sensor information gathering module handling and collecting the perceived information through this module. Sensor information gathered like this transmits the information gathering server. and there is exhibition information interfacing with user and this module transmits to interesting information collection module through user's reaction besides interface. Interesting information collection module transmits collected information and If valid information out of the information gathering server that brings together sensing information and interesting information is sent to recommend server, the recommend server makes recommend information through inference with gathered valid information. If this server transmit by exhibition information process, exhibition information process module is provided with user by interface. Through this system it raises the dynamic, intelligent personalized service for user.

• Journal of the Korean Data and Information Science Society
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• v.26 no.5
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• pp.1047-1059
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• 2015

This study will predict risk factors associated with cigarettes in Korea by analyzing the social big data collected from the internet such as blogs, cafes, and SNSes in Korea, using data mining techniques. The key analysis results are as follows. First, when "raising cigarette price"is mentioned online, the negative group (i.e., the proportion of people holding negative views about smoking) increased from 58.6% to 74.8%, and when "lung cancer" is mentioned, it increased to 73.1%. Second, with regard to cigarettes in general, the positive group (i.e., the proportion of people holding positive views about smoking) decreased by 5.6% after the raising of cigarette prices, while the negative group increased by 6.1%. Third, when policies related to "FCTC, raising cigarette price, non-smoking laws, smoking regulations, non-smoking ads, and nonsmoking business" are more frequently mentioned online, the positive group tended to decrease. Finally, when "non-smoking drugs, non-smoking patches, and non-smoking gums" are more frequently mentioned online, the positive group tended to decrease. However, when "electronic cigarettes and supplements" are more frequently mentioned online, the positive group increased.

• Asia pacific journal of information systems
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• v.22 no.4
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• pp.125-149
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• 2012

As the smart phone is propagating rapidly, the importance of mobile advertisement has also grown. One of the main characteristics of the Internet and smart phone advertising is that they can deliver personalized advertisements to each customer. The smart phone enables the identification of additional personalized information such as the customer's location and the accessibility to the site at any place any time. As the Internet platform becomes richer, firms that offer the ad services via the wired PC Internet and wireless smart phone are seeking various types of personalized ads. However, their service platform and Information and Communication Technology (ICT) platform should be suitable to the characteristics of personalized ads. This research explores various types of personalized ad methods and evaluates their adequacy encompassing four types of ad service platforms (such as search portal, news portal, e-mall servers, and SNS) and two types of ICT platforms (PC Internet and smart phone). To this end, we classified the personalized ads into seven types: three basic types and four composite types. The basic types of ad methods are identified by considering the current activity that the customer is engaged, the individual profile and log history, and the customer's current location or planning location. Four composite types of ad methods are constructed as the combination of these basic types. For those types of ad methods, we evaluate whether each ad method adequately maps with four types of ad service platforms and two types of ICT platforms. We proposed a metric of evaluation and demonstrated the concept with illustrative numbers. Specifically, we analyze and compare personalized ad methods in three ways. Firstly, the possibility of implementing a personalized ad method on the platform is analyzed to confirm the degree of suitability. Secondly, the value of personalized ad method is analyzed based on the customer accessibility. Lastly, expected effectiveness for each personalized ad method is computed by multiplying the possibility and the value. Through this kind of analysis, the ad service providers as well as advertising companies can evaluate what kinds of personalized ad methods and platforms are possible and suitable to maximize their ad effectiveness on the Internet and smart phone platforms.

• The Journal of Industrial Distribution & Business
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• v.9 no.7
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• pp.61-70
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• 2018

Purpose - The purpose of this research is reflected on the rapid development of online tourism industries. The study was to establish the strategy for Korean tourism enterprises to develop tourist commodities suitable for Chinese tourists and attract them to visit Korea by the empirical analysis of the relation between repurchase intention of tourists and its premise variables (e-service quality, perceived value and satisfaction). Research design, data, and methodology - This research carried out a questionnaire survey on Chinese tourists who visited Korea with experience of using the online travel agency web sites. A total 398 answers were recovered, 41 of them were excluded due to the dishonest answers and 357 of them were finally analyzed. The data was analyzed with IBM SPSS AMOS 22.0. Results - The research results show that in the online travel agency web site e-service quality, convenience, interactivity, information validity, credibility had a positive impacts on perceived value and satisfaction. The perceived value of online travel agency website users has positive impart on satisfaction and repurchase intention. Satisfaction of online travel agency web site users have positive impacts on repurchase intention. But safety has no impact on perceived value while positive impacts on satisfaction was affected. Conclusions - First, in the online travel agency web site e-service quality, safety has no impact on perceived value while it was shown to have positive impacts on satisfaction because the users of online travel agency web sites believe that the protection of personal information, the defense of cracker and the safeguard of payment security are the basic premises of website operation. Although safety does not have impacts on perceived value, users benefits will suffer damage when hacker intrusion and other accidents occur so that online travel agency web sites should not ignore the security concerns. Second, credibility is a major concern for online travel agency web site users. At this time, it is necessary for the web site to establish a system to display both the commodity information and the using experience published on the user's SNS, thus improving the credibility of the website information.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.38B no.5
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• pp.385-393
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• 2013

In the past decade, a paradigm shift from machine-centered to human-centered and from technology-driven to user-driven has been witnessed. Consequently, Social search is getting more social and Social Network Service (SNS) is a popular Web service to connect and/or find friends, and the tendency of users interests often affects his/her who have similar interests. If we can track users' preferences in certain boundaries in terms of Web search and/or knowledge sharing, we can find more relevant information for users. In this paper, we propose a novel Topic Sensitive_Social Relationship Rank (TS_SRR) algorithm. We propose enhanced Web searching idea by finding similar and credible users in a Social Network incorporating social information in Web search. The Social Relation Rank between users are Social Relation Value, that is, for a different topics, a different subset of the above attributes is used to measure the Social Relation Rank. We observe that a user has a certain common interest with his/her credible friends in a Social Network, then focus on the problem of identifying users who have similar interests and high credibility, and sharing their search experiences. Thus, the proposed algorithm can make social search improve one step forward.

• Journal of Digital Convergence
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• v.12 no.8
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• pp.67-76
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• 2014

In this study, we investigated opinion leaders' communication activities on Facebook and analyzed the differences of communication patterns on Facebook between Korean and US college students. As a primary source of information, we conducted an online survey to collect data from students currently enrolled at two different universities in US. Additionally, we utilized online survey data previously collected from Korean students. According to our analysis, we found that US male students had more active opinion leadership than Korean male students. Also, opinion leadership of Korean students' was significantly associated with both active and passive communication patterns on Facebook whereas opinion leadership of US students' was significantly associated with passive communication patterns.

• The Journal of the Institute of Internet, Broadcasting and Communication
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• v.13 no.1
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• pp.235-241
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• 2013

This article examines the Internet fandom culture of YouTube and Facebook and Twitter for Korea Wave Fandom. This article the principle of shared network connection and re-mediated and looked at in terms of the spread and the value passed. Useful field of view which korea wave look forward to continue to release and Challenges. At the same time, Korea wave fandom optimized to analyze and understand the fundamental principles of the SNS, the new media and the spread of the wave, the need arises. Korea Wave fandom connection value granted, through the process of tracking. Watch for them through the propagation and spread of Korean culture and virtuous principles. Korea Wave fandom research this article in the future for fandom korea wave and dig into the more fundamental principles of deductive help understand expected.

• Journal of Information Technology Applications and Management
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• v.27 no.1
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• pp.187-198
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• 2020

With the development of technology and the creation of an entertainment environment for leisure, various marketing strategies are being used in the film industry. Among them, the use of the credit cookie of ending credits was very effective in producing the series. The ending credit is the time it takes to show the names of the people who made the movie, which is meaningless to the audience. There is a cost to produce a ending credit but It wasn't made because no revenue was generated. The credit cookie was inserted into this ending credit area, which brought new pleasure to the audience. Most of them were epilogue images showing the story behind the movie, NG images showing the NG situation during film production, and In videos mentioned in the movie but not shown in the movie itself. As various ideas about credit cookie were connected with marketing, a series movie and a spin-off foretelling the derivative works after the screening work were produced and have a new meaning. As a result, the time of ending credits, which had no commercial value, became the methodology of the most powerful promotional strategy. Looking at the difference between live-action film and animation in producing such credit cookie, unlike live-action films that edit the remaining parts after shooting, the NG video of the animation has a lot of time and money to produce. So, it hasn't try very well, and it seems to have been actively produced when moving from 2D animation to 3D animation. This is because 3D animation, which has already been modeled, can create new NG scenes by simply adding animating based on the layout of the created scene. Since it is possible to produce an episode movie at a low cost and time, and to use the scenes of the movie after the production, it will be necessary to strategically produce credit cookie for promotion in animation.

• Journal of Information Technology Applications and Management
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• v.27 no.3
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• pp.55-68
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• 2020

Recently, organizational workers are complaining of stress due to excessive connection on SNS and are claiming the right to disconnect. If these claims are not properly managed, organizational performance may deteriorate. Therefore, organizations need to approach the issue of the right to disconnect carefully. This study examined the effects of work connection at office, IT hyper-connected environments, and work connection at home on the right to disconnect, and analyzed the effect of this perception on job satisfaction, and then analyzed gender differences in these effects. The research results are as follows. First, it was found that the work connection at office lowered the right to disconnect. Second, the deeper IT hyper-connected environment, the higher the right to disconnect. Third, it was found that the work connection at home raises the right to disconnect. Fourth, it was found that the right to disconnect increases job satisfaction to a certain extent, but lowers job satisfaction when it exceeds the appropriate line. Fifth, in the case of men, the effect of the right to disconnect on job satisfaction has sharply increased and sharply reduced. On the other hand, in women, it gradually increased and then decreased slowly. Considering the results of these studies, organizations need to check the current status and appropriate level of the work connection at home for organizational performance management. Organizations need to formulate organizational management measures that take into account the positive and negative functions of the right to disconnect. And organizations need to come up with management measures that take gender into account.