• Journal of Information Technology Services
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• v.16 no.3
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• pp.185-203
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• 2017

Call center service is enabled by the use of a firm's various information technologies (IT) and accumulated knowledge. IT and knowledge resources have been considered a fundamental infrastructure for developing a firm's business capabilities. Recognizing this, this study examines whether a firm's IT and customer knowledge resources enhance its customer service process capability and thereby contribute to creating superior customer service, at the level of customer service representatives (CSRs). That is, constructs in this study were measured on a basis of CSRs' perception. Moreover, this study verifies the moderating role of CSRs' computer self-efficacy on the relationships between IT and customer knowledge resources and customer service process capability. To test the proposed hypotheses, this study conducted partial least squares (PLS) analysis with a total of 234 data which were collected on CSRs working at four call centers. The key findings are as follows: first, IT infrastructure integration and customer knowledge integration are positively associated with customer service process capability. Second, customer service process capability is a key determinant of customer service performance. Finally, CSRs' computer self-efficacy has a moderating effect on the relationship between IT infrastructure integration and customer service process capability. The details of the findings and implications are presented.

• Journal of IKEEE
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• v.11 no.4
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• pp.283-292
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• 2007

Due to the development and proliferation of internet technology, cooperation and interaction between companies have become very important. However, different heterogeneous systems have been used as information systems for companies because of various types of pressure in the business environment. Therefore, business process integration and interaction are recognized as essential elements, not optional elements. In addition, it is important to make a business process which is valuable as an intellectual property in a storable form and share. So, many business process languages for service integration and GUI type's automatic systems using the same and making business process easily have been introducing. However, to integrate previously created web service[1] workflows, or to use a web service workflow for another workflow production like an activity, that is, research to support multi integration language and system is not ongoing except for research to make and connect adapter between workflow engines.[2] Also, research for current languages and systems that integrate the BPEL[3] process into a workflow in the industrial world does not exist. This means that integration between workflows being used at companies is difficult, and becomes the biggest obstacle to service integration, which is necessary for cooperation and interaction between companies. To solve this problem, in this paper, I defined BPIL based on XML[4], which can store business processes. Also, using this, BPIL workflow system based on SOA[5] which supports multiple integration and workflow profiling was designed and prototype was embodied.

• International Journal of Knowledge Content Development & Technology
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• v.12 no.2
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• pp.57-75
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• 2022

Currently, it is not easy for most domestic public libraries to collect and provide reliable health information services on their own. Health information is distributed or professional, making it inconvenient for users to use. Based on the implications derived from the case study, the Library Health Information Integration Service Model was proposed as a specialized information service. The model consists of a composition shared by librarians, health and medical experts, and users, focusing on library websites that provide integrated health information integration services, and has the following features. First, it provides health and medical information on a specialized subject. Second, it provides integrated health and medical information services provided in various ways. Third, librarians and health and medical experts work together to provide information services. Fourth, users can freely use health information integration services online and offline. The model presented in this study means that libraries can play a leading role in health information integration services to increase the utilization rate of public libraries and further contribute to librarians serving as experts in health information services.

• The Journal of the Korea Contents Association
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• v.16 no.1
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• pp.620-631
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• 2016

This study was performed to verify the effects of disability service providers' human rights awareness and social support on social integration. In addition to identifying the mediating effect of social support when human rights awareness are recognized impact on social integration and verified the direct and indirect effects on social integration. In result, First, human rights awareness is having a statistically significant effect on social support, Second, on human rights awareness also it showed a statistically significant effect on social integration. Third, social support has been identified as affecting social integration, Under the influence of social support appeared to affect human rights awareness recognized indirectly in social integration. This the human rights awareness affects directly social integration, social support was identified as mediators in the process of human rights awareness and social integration. Therefore, If a disability service providers made the correct recognition for human rights and social support can be seen that social integration can be achieved.

• Journal of Information Technology Applications and Management
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• v.12 no.1
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• pp.241-259
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• 2005

This study explores a model of partnership to the success of outsourcing CTI(computer telephony integration) based customer service centers of a telecommunication service company. The motivation of the study is to extend the research on IT outsourcing to IT-enabled BPO of customer service centers as a specific IT outsourcing practice. Previous research on IT outsourcing partnership and success is reviewed for developing an a research model of IT-enabled BPO. This model is proposed based on the previous partnership success models in information systems research. The results of the study confirm major factors related to successful IT-enabled BPO in previous research. Especially, the specificity of a contract and strategic collaboration in partnership are found to be influential on the success of IT-enabled BPO.

• The Transactions of The Korean Institute of Electrical Engineers
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• v.59 no.2
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• pp.225-231
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• 2010

As growth of operational complexity in power systems, necessity of information integration between automation systems such as EMS, SAS, DAS and renewable energy sources has been increased. This paper proposes a new information integration architecture between power automation systems based on web service technique. Loosely coupled feature of web service system can provide more flexible and reliable way to exchange information. Communication testing on the demonstration system has been performed to establish the feasibility of the proposed architecture.

• Educational Technology International
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• v.12 no.1
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• pp.1-20
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• 2011

The study described in this paper examined the effectiveness of a multimedia case-based learning environment to teach technology integration to Korean pre-service teachers. The structure and philosophy behind the use of embedded video in an online, multimedia system and the data collected from 103 pre-service teachers are presented and discussed. The overall finding shows that there was no significant difference from pre- to posttest among the lecture, the case-based, and the mixed environment groups. However, low prior knowledge students improved more when they learned about technology integration with the mixed method than with the case-based method alone. Discussion about this result and its educational implications conclude the paper.

• The KIPS Transactions:PartD
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• v.11D no.2
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• pp.435-442
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• 2004

It is important to integrate an enterprise application for automating of the business process, which is responded by a flow of market environment. There are two categories of method that integrate enterprise applications. One is Synchronous Integration, and the other is Asynchronous Integration. EAI(Enterprise Application Integration) and Web service which of the asynchronous integration is focused in the automating method of the business process. After we construct the application integration for automating of the business process, we have to concern about managing of the business transaction. Many Organizations have proposed the process method of business transaction based on 2-phase commit protocol. But this method can't supply the phase that classify the transaction by transaction weight. In this paper, we propose an efficient method of transaction process for business transactions, which is composed by "Classify Phase" that classify transactions. We called this model "3-Phase Commit Method Applied by Classify Phase, " we design this model to manage an resource of enterprise efficiently. The proposed method is compared by the method based on 2-Phase commit that could be a problem of management the resource of enterprise, and the advantage of this method is certified to propose the solution of that problem.ion of that problem.

• Korea Science and Art Forum
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• v.19
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• pp.259-267
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• 2015

Product-Service Systems (PSS) has drawn significant attention since it can effectively address diverse values of consumers by integrating products and services. PSS has been defined as a system of products, services, supporting networks and infrastructure that is designed to satisfy customer needs and to generate values. Manufacturing companies can accomplish business innovation by devising new service elements and providing PSSs starting from their products. Such new efforts are called manufacturing servitization. With analysis of the company's business contexts, diverse strategies could be set for servitization. Services could be developed so that their product functions can be supported. On the other hand, new services could be devised to drive active emotional values of their customers in a broadly related manner with their products. In this way, different servitization strategies in service space could be employed. In this paper, the product-service integration spaces for comparison of product-service systems in manufacturing servitization is briefly sketched. Various issue spaces, termed dimensions, would be used including service space, customer space, value space and business model space. Diverse PSS cases, including well-known PSSs and brand new PSSs, will be classified and compared to demonstrate the product-service integration spaces.

• Journal of Family Resource Management and Policy Review
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• v.19 no.1
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• pp.49-71
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• 2015

The purpose of this study is to make suggestions for the ongoing process of an integration of the Healthy Families Center and the Center for Multicultural Families. Based on previous studies and interview data from nine service workers at the two institutions, we make the following suggestions. First, a systematic analysis tool should be developed in order to evaluate the effects of the integration initiative with reliability and validity. Second, empirical data should be collected from the users after the integration of the two institutions and be used to promote their satisfaction. Third, a specific preparation should be made to enhance the integration process of the service workers. Fourth, the integration should be considered in the context of the community and networks. Finally, further studies are needed to understand how the integration influence family policy and social policy in larger contexts.