• Journal of the Korean Operations Research and Management Science Society
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• v.24 no.3
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• pp.13-26
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• 1999

Recently, information technology and information system(IS) are rapidly diffused throughout the world. In the global competitive environment, the success of IS becomes the important one among the critical success factors(CSF) of the firm. For achieving it, the firm must continually involve itself in the quality evaluation and improvement of IS. The quality concept was changed into the customer-oriented quality one. There is no exception to the quality of IS. In the past, IS quality was determined by the IS developer or IS department offering service. Now it is evaluated by the user of IS service, and then the customer-oriented user satisfaction becomes an important issue. The purpose of this study is to develope the total quality evaluation model of IS through TQM approach. First, all success factors of the domestic IS are extracted from the foreign and domestic literatures of IS success factors contained the technical and behavioral aspects. And the extracted factors are classified with evaluation levels for quality evaluation and developed into a total quality evaluation model. Finally the model usefulness is analyzed.

• Journal of Global Scholars of Marketing Science
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• v.17 no.4
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• pp.91-111
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• 2007

Marketing is said to be a zero sum game i.e. each gain of customer for a firm is always at the expense of some other firm's customers. Therefore in a marketplace churn is a natural occurrence. Churn in Indian telecom market is among the highest in growing telecom markets. By using binary logistics regression analysis based models based covering a sample of 822 Indian telecom subscribers; this paper attempts to examine the determinants of churn. The future churn is found to be dependent on satisfaction level of the customer with the service provider, attitude and loyalty of the customer variables, intended churn (i.e. intention to churn) and current loyalty (defined as intention to recommend) and distraction (i.e. intention to experiment).

• Asia pacific journal of information systems
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• v.25 no.3
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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 information and communication convergence engineering
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• v.8 no.2
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• pp.212-218
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• 2010

In wireless sensor networks (WSNs), both efficient energy management and Quality of Service (QoS) are important issues for some applications. For creating robust networks, real-time services are usually employed to satisfy the QoS requirements. In this paper, we proposed a hierarchical real-time MAC (medium access control) protocol for (m,k)-firm constraint in wireless sensor networks shortly called HRTS-MAC. The proposed HRTS-MAC protocol is based on a dynamic priority assignment by (m,k)-firm constraint. In a tree structure topology, the scheduling algorithm assigns uniform transmitting opportunities to each node. The paper also provides experimental results and comparison of the proposed protocol with E_DBP scheduling algorithm.

• Journal of the Korean Operations Research and Management Science Society
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• v.21 no.1
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• pp.51-69
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• 1996

We consider a consumer self-selection model in which a regulated firm faces two market segments with differing valuation of quality of telecommunication services and examine some economic implications from the behaviors of the firm. In the context of a regulated monopolist, even though the results depend on the degree of privatization, the firm could lower the quality of the low-end model and reduce the price of the high-end in order to alleviate cannibalization. This justifies the provision of universal service policy in the telecommunications market. Based on this self-selection model, we also analyze an extended model of product introduction and show that the monopolist will introduce new product with the same introduction time of social planner. However, when we consider competition among firms, the market equilibrium may not guarantee the efficient time of product introduction.

• Knowledge Management Research
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• v.16 no.3
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• pp.129-147
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• 2015

Building on previous literature of human resource management and development, this paper investigates the effect of various characteristics of informal education a firm offers on employees' individual creativity. we identify quantity, quality, and variety as three critical components of informal educational and training circumstances. Data from a multi-informant survey conducted to 442 employees in Korean postal service show that a firm's informal educational training has significant effects on its employee creativity. The results indicate that enough high quality of program, various training method have a positive relationship with his/her individual creativity although time and opportunity don't have an critical impact on employee creativity. This study highlights the importance of a firm's informal education in terms of motivation and skills, and helps to explain individual discrepancies in creativity.

• Korean Journal of Construction Engineering and Management
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• v.15 no.5
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• pp.61-70
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• 2014

Various procurement systems for Architecture-Engineering service for public construction project are currently established by construction-related law. However, comprehensive framework and criteria for the selection of Architecture-Engineering firm are in absence. Even though various selection methods for Architecture-Engineering service are currently established by law, cost-based selection method is mainly used in selecting Architecture-Engineering firm for the service. This paper examined current use of procurement system for Architecture-Engineering service and drew problems in practice. Through analysis of problems and bench-marking of those systems in advanced countries and international organizations, several strategies to improve performance of Architecture-Engineering service and to maximize the efficiency were suggested. The suggestions include framework and guideline to select a procurement method for the service which is being considered for the project and way of improving current procurement system. These suggestions will be a foundation for utilizing appropriate procurement system for the specific project and can make domestic Architecture-Engineering firm more competitive in the global market by breaking form the cost-based selection method in the selection of Architecture-Engineering firms.

• Journal of the Korea Convergence Society
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• v.9 no.4
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• pp.189-199
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• 2018

The purpose of this study is to investigate the effect of consultant 's competence on consulting satisfaction, consulting service quality, and understanding of client firm consulting. In summary, the results of this study suggest that the competency of a consultant influences the satisfaction of consulting and affects the satisfaction of consulting through service quality. Responsiveness, empathy, type, assurance and reliability have a significant impact on the hypothesis. Also, the higher the understanding of client firm consulting, the higher the satisfaction of consulting. In order to further improve the satisfaction of such consulting, it is necessary to enhance client firm consulting understanding. In order to improve the satisfaction of consulting, it is suggested that not only the consultant capacity but also the efforts to improve the consulting understanding of the customer can achieve the intended satisfaction. Further research is needed on how to improve understanding of how to improve consulting satisfaction in the future.

• Journal of the Economic Geographical Society of Korea
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• v.13 no.4
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• pp.697-709
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• 2010

The purpose of this paper is to analyze the effects of education and training on labor productivity of the leading firms in Busan during the period of 1999~2000. In order to control for firm heterogeneity and the endogeneity problem of education and training, we employed fixed effects model and 2SLS. Our empirical results showed that firms expenditures per capita on education and training were positively correlated with their labor productivity. We also tested whether the effects of education and training on labor productivity vary with firm size or across industries. It is shown that, while firm size makes no statistical differences, the effect of education and training on labor productivity is smaller in service industry than in manufacturing one. From heterogeneous effect of education and training across industries, we could infer that policies to support various education and training programs in service industry are needed to be reinforced to improve the competitiveness of service industry.

• Information Systems Review
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• v.8 no.3
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• pp.175-200
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• 2006

Application service provider(ASP) model is emerging as a new form of application outsourcing. ASP model may be attractive for small companies and even some medium-sized companies because these companies lack appropriate resources and technical expertise to develop and operate their information system. However, studies of ASP model have so far been neglected. Service quality is argued to be a crucial success factor for ASP, but yet there is not an empirically validated instrument for measuring ASP service quality. Therefore, this paper aims to develop and test a model for measuring ASP service quality. In order to accomplish these, SERVQUAL that has developed in marketing area were adapted to the context of this study. The research sample was designed by randomly selecting 300 different companies from the database that listed up the small companies participating in "ASP based e-business project for small enterprises". 240 usable responses were received by interview. The results are that reliability and tangibility impact user performances and satisfaction more than any of the service quality dimensions.