• Management & Information Systems Review
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• v.23
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• pp.25-40
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• 2007

In the highly competitive and divers world of financial market, customer is the single most important factor to company's survival. Especially, creating a relationship with valued customers is a key to success. CRM provides the mean to retain high value customers. It takes a prospect of what customers expect. Utilizing those knowledge can help the products and service meet the customers' needs, thereby maximizing customer satisfaction and company's profit. In this report, I am going to suggest a few ways to develop successful CRM in the life insurance industry. First, CRM should innovate the way of communication to keep pace with Web 2.0 era. In other words, the customer's needs should be caught by real-time communication than traditional off-line market research. Thus, the functionality and specification of products can be decided by customer's direct choice so that the customers are able to purchase the understanding and experience of the products. Second, CRM project should consider whether the initial strategy plan can promise the stable growth of customer at the first step. When planning strategy, the project needs to identify what customer wants and how to fulfill the needs with stable growth of the customer. In addition, the CRM should be developed by realizing that customer centric benefits ultimately guarantee the growth of the organization. Third, CRM systems should enhance the organization's ability to take the customer's insight in a 360 degree view and to capture the voice of the customer directly. In order to develop the best matched product package, more precise customer segmentation should be ahead of market segmentation strategy. Forth, the biggest reward from CRM will be a customer royalty program. Many successful banks are already planning and practicing customer royalty strategy. A comprehensive analysis of customers and their behavior allow organization to identify high value potential customers' needs and determine a strategy required to meet those needs. Even life insurance companies such as Prudential Korea are developing products designed for royal customers. Fifth, understanding and managing the experience of customer called Customer Experience Management also can increase customer satisfaction. Measuring only customers' experience and adapting it to marketing strategy make products position in the gap between the customers' expectation and experience not required by market. A key component of CEM is its application across all organizational functions. At last, the direction of change and development of CRM can be defined from the conceptualization of information technology represented by Ubiquitous and Web 2.0. Instead of just managing customer information, companies should take the initiative in personalized system with customer oriented strategy. Furthermore, with the regular communication between CRM stakeholders (Sales-Marketing-IT), customer's demand should be directly reflected to enterprise strategy in real time.

• Proceedings of the Korean Institute Of Construction Engineering and Management
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• 2008.11a
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• pp.763-766
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• 2008

The success of a construction project depends on efficient construction supply chain and service informationalization as types and quantities of materials in construction industry geometrically increase because the size of the construction industry increasingly becomes huge, high-rise, and complex. However, the omission of data for each step and the lower effect occurs because of uncertainty and inaccuracy of information as compared to other industries. In addition, it takes many hours to manage the present material states. Currently, IT technology and various mobile devices are being developed through the automation system of next generation intelligent construction supply chain management for the effective supply chain information management but the confusion regarding the recognition and transmission of the supply chain information between the multiple materials and transportation equipment using the IT and wireless network technology occurred. Therefore, the objective of this study is to propose the recognition mechanism which can deduce processes which caused the confusion of the recognition and transmission with supply chain information and solve the problems originated from the processes so as to solve the problems related to the confirmation and the communication of the correct supply chain information.

• Spatial Information Research
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• v.22 no.5
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• pp.9-18
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• 2014

According to the recent development of the ubiquitous computing environment, the use of spatio-temporal data from sensors with GPS is increasing, and studies on the Semantic Sensor Web using spatio-temporal data for providing different kinds of services are being actively conducted. Especially, the W3C developed the SSNO(Semantic Sensor Network Ontology) which uses sensor-related standards such as the SWE(Sensor Web Enablement) of OGC and defines classes and properties for expressing sensor data. Since these studies are available for the query processing about non-spatio-temporal sensor data, it is hard to apply them to spatio-temporal sensor data processing which uses spatio-temporal data types and operators. Therefore, in this paper, we developed the SWE based on SSNO which supports the spatio-temporal sensor data types and operators expanding spatial data types and operators in "OpenGIS Simple Feature Specification for SQL" by OGC. The system receives SensorML(Sensor Model Language) and O&M (Observations and Measurements) Schema and converts the data into SSNO. It also performs the efficient query processing which supports spatio-temporal operators and reasoning rules. In addition, we have proved that this system can be utilized for the web service by applying it to a virtual scenario.

• Journal of Intelligence and Information Systems
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• v.12 no.2
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• pp.67-81
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• 2006

While the existing Web focuses on the interface with human users based on HTML, the next generation Web will focus on the interaction among software agents by using XML and XML-based standards and technologies. The inference engine, which will serve as brains of software agents in the next generation Web, should thoroughly understand the Semantic Web, the standard language of the next generation Web. As abasis for the service, the W3C (World Wide Web Consortium) has recommended SWRL (Semantic Web Rule Language) which had been made by compounding OWL (Web Ontology Language) and RuleML (Rule Markup Language). In this research, we develop a backward chaining inference engine SMART-B (SeMantic web Agent Reasoning Tools -Backward chaining inference engine), which uses SWRL and OWL to represent rules and facts respectively. We analyze the requirements for the SWRL-based backward chaining inference and design analgorithm for the backward chaining inference which reflects the traditional backward chaining inference algorithm and the requirements of the next generation Semantic Web. We also implement the backward chaining inference engine and the administrative tools for fact and rule bases into Java components to insure the independence and portability among different platforms under the environment of Ubiquitous Computing.

• Journal of Intelligence and Information Systems
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• v.13 no.4
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• pp.1-16
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• 2007

According to the expansion of the Internet use and the utilization of e-business, there are an increasing number of studies of intelligent-based systems for the preparation of ubiquitous environment. In addition, expert systems have been developed from Stand Alone types to web-based Client-Server types, which are now used in various Internet environments. In this paper, we investigated the environment of development for web-based expert systems, we classified and analyzed them according to type, and suggested general typical models of web-based expert systems and their architectures. We classified the web-based expert systems with two perspectives. First, we classified them into the Server Oriented model and Client Oriented model based on the Load Balancing aspect between client and server. Second, based on the degree of knowledge and inference-sharing, we classified them into the No Sharing model, Server Sharing model, Client Sharing model and Client-Server Sharing model. By combining them we derived eight types of web-based expert systems. We also analyzed the location problems of Knowledge Bases, Fact Bases, and Inference Engines on the Internet, and analyzed the pros & cons, the technologies, the considerations, and the service types for each model. With the framework proposed from this study, we can develop more efficient expert systems in future environments.

• Asia pacific journal of information systems
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• v.24 no.4
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• pp.611-635
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• 2014

Information systems (IS) have become ubiquitous and changed every aspect of how people live their lives. While some IS have been successfully adopted and widely used, others have failed to be adopted and crowded out in spite of remarkable progress in technologies. Both the technology acceptance model (TAM) and the IS Success Model (ISSM), among many others, have contributed to explain the reasons of success as well as failure in IS adoption and usage. While the TAM suggests that intention to use and perceived usefulness lead to actual IS usage, the ISSM indicates that information quality, system quality, and service quality affect IS usage and user satisfaction. Upon literature review, however, we found a significant void in theoretical development and its applications that employ either of the two models, and we raise research questions. First of all, in spite of the causal relationship between intention to use and actual usage, in most previous studies, only intention to use was employed as a dependent variable without overt explaining its relationship with actual usage. Moreover, even in a few studies that employed actual IS usage as a dependent variable, the degree of actual usage was measured based on users' perceptual responses to survey questionnaires. However, the measurement of actual usage based on survey responses might not be 'actual' usage in a strict sense that responders' perception may be distorted due to their selective perceptions or stereotypes. By the same token, the degree of system quality that IS users perceive might not be 'real' quality as well. This study seeks to fill this void by measuring the variables of actual usage and system quality using 'fact' data such as system logs and specifications of users' information and communications technology (ICT) devices. More specifically, we propose an integrated research model that bring together the TAM and the ISSM. The integrated model is composed of both the variables that are to be measured using fact as well as survey data. By employing the integrated model, we expect to reveal the difference between real and perceived degree of system quality, and to investigate the relationship between the perception-based measure of intention to use and the fact-based measure of actual usage. Furthermore, we also aim to add empirical findings on the general research question: what factors influence actual IS usage and how? In order to address the research question and to examine the research model, we selected a mobile campus application (MCA). We collected both fact data and survey data. For fact data, we retrieved them from the system logs such information as menu usage counts, user's device performance, display size, and operating system revision version number. At the same time, we conducted a survey among university students who use an MCA, and collected 180 valid responses. A partial least square (PLS) method was employed to validate our research model. Among nine hypotheses developed, we found five were supported while four were not. In detail, the relationships between (1) perceived system quality and perceived usefulness, (2) perceived system quality and perceived intention to use, (3) perceived usefulness and perceived intention to use, (4) quality of device platform and actual IS usage, and (5) perceived intention to use and actual IS usage were found to be significant. In comparison, the relationships between (1) quality of device platform and perceived system quality, (2) quality of device platform and perceived usefulness, (3) quality of device platform and perceived intention to use, and (4) perceived system quality and actual IS usage were not significant. The results of the study reveal notable differences from those of previous studies. First, although perceived intention to use shows a positive effect on actual IS usage, its explanatory power is very weak ($R^2$=0.064). Second, fact-based system quality (quality of user's device platform) shows a direct impact on actual IS usage without the mediating role of intention to use. Lastly, the relationships between perceived system quality (perception-based system quality) and other constructs show completely different results from those between quality of device platform (fact-based system quality) and other constructs. In the post-hoc analysis, IS users' past behavior was additionally included in the research model to further investigate the cause of such a low explanatory power of actual IS usage. The results show that past IS usage has a strong positive effect on current IS usage while intention to use does not have, implying that IS usage has already become a habitual behavior. This study provides the following several implications. First, we verify that fact-based data (i.e., system logs of real usage records) are more likely to reflect IS users' actual usage than perception-based data. In addition, by identifying the direct impact of quality of device platform on actual IS usage (without any mediating roles of attitude or intention), this study triggers further research on other potential factors that may directly influence actual IS usage. Furthermore, the results of the study provide practical strategic implications that organizations equipped with high-quality systems may directly expect high level of system usage.

• Archives of design research
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• v.20 no.3 s.71
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• pp.151-162
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• 2007

How can new media devices and networks provide an effective response to the world's growing sector of cultural and historically-minded travelers? This study emerged from the question of how mobile handsets can change the nature of cultural and historical tourism in ubiquitous city environments. As wireless network and mobile IT have rapidly developed, it becomes possible to deliver cultural and historical information on the site through mobile handset as a tour guidance system. The paper describes the development of a new type of mobile tourism platform for site-specific cultural and historical information. The central objective of the project was to organize this cultural and historical walking tour around the mobile handset and its unique advantages (i.e. portability, multi-media capacity, access to wireless internet, and location-awareness potential) and then integrate the tour with a historical story and role-playing game that would deepen the mobile user's interest in the sites being visited, and enhance his or her overall experience of the area. The project was based on twelve locations that were culturally and historically significant to Korean War era in Busan. After the mobile tour game prototype was developed for this route, it was evaluated at the 10th PIFF (Pusan International Film Festival). After use test, some new strategies for developing mobile "edutainment content" to deliver cultural historical contents of the location were discussed. Combining 'edutainment' with a cultural and historical mobile walking tour brings a new dimension to existing approaches of the tourism and mobile content industry.