• Journal of the Korean Society for information Management
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• v.24 no.3
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• pp.21-41
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• 2007

IT outsourcing has become a critical component of organizations, but improper expectations, ambiguous contracts and unclear goals frequently cause the failure of IT outsourcing. Especially we have to be concerned about the uncareful management of customer-supplier relationships based on a psychological contract perspective. This study focuses on the obligations of contractual parties for IT outsourcing which influence the outsourcing relationship(OR) and the successful performance of IT outsourcing(OP). The supplier obligations consist of the achievable infrastructure(S1) and capability(S2), and the customer obligations is composed of the acceptable environment(C1) and acceptability(C2) for IT outsourcing. This paper shows that the S1, S2, and C2 have an effect on the OR, the OR on the OP, and the S2 also on the OP directly. The four components of customer-supplier obligations are mutually related to each other. What is more, we must notice that the S2 has strong connections with the C2.

• Health Policy and Management
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• v.18 no.3
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• pp.41-57
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• 2008

To examine the gap between physician's perceived importance and performance of care and to identify factors associated with the gap. A self-administered questionnaire survey was conducted with 91 physicians working in a University hospital in Seoul. The respondents were asked about their perceived importance and actual performance of interpersonal care on a 5-point Likert-type scale, indicating a higher score as higher importance and performance. Interpersonal care was measured by questions modified from the Korean Standard Service Quality Index, which are grouped into 6 categories: basic services, extra services, reliability, courtesy, convenience, and tangibles. Multiple regression analysis was conducted to find out physician characteristics associated with the gap. All of the 6 interpersonal care categories showed lower performance than perceived importance. The respondents tended to have a worse performance than perceived importance as the number of patients per outpatient care session ($\beta$=-0.0204, p<0.05) and the need for customer satisfaction education increase ($\beta$=-0.2226, p<0.05). Female physicians ($\beta$=0.2336, p<0.05) and those with higher job satisfaction($\beta$=0.0096, p<0.05) showed a better performance than perception. Overall, it appears that lower quality of interpersonal care was delivered to patients than the desired level considered by the responding physicians. Based on the regression analysis results, it is suggested that reducing patient volume per session, fulfilling education need for customer satisfaction, and improving job satisfaction may contribute to reduce the gap between physician's perceived importance and performance of interpersonal care.

• The Journal of Korean Institute of Information Technology
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• v.16 no.12
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• pp.1-11
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• 2018

Recently, the volume of online shopping market continues to be fast-growing, that is important to provide customized service based on customer behavior evaluation analysis. The existing systems only provide analysis data on the profiles and behaviors of the consumers, and there is a limit to the processing in real time due to disk based mining. There are problems of accuracy and system performance problems to apply existing systems to web services that require real-time processing and analysis. Therefore, The system proposed in this paper analyzes the web click log streams generated in real time to calculate the concentration level of specific products and finds interested customers which are likely to purchase the products, and provides and intensive promotions to interested customers. And we verify the efficiency and accuracy of the proposed system.

• The Journal of the Korea Contents Association
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• v.19 no.9
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• pp.293-307
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• 2019

The poor welfare level of social workers is a big social problem in direct proportion to the ongoing need for social welfare service. In particular, the emotional work of social workers is a serious situation. This Study examines the effect of emotional labor(EL) on customer orientation(CO) of social workers with case management. Also this paper investigates the moderating effect of emotional intelligence(EI) and leader-member exchange(LMX). The major results from the study are as follow: First, we found that surface acting(SA) of EL had a negative impact on CO and deep acting(DA) of EL had a positive impact on CO. Second, EI showed a moderating effect on the correlation between SA of EL and CO. Also, EI had the moderating effect that weakening the negative impact of SA on CO. Third, LMX showed a moderating effect on the correlation between DA of EL and CO. Also, LMX had the moderating effect that strengthening the positive impact of DA on CO. In particular, this study presented with implications for future research, limitations of this study.

• Journal of Distribution Science
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• v.12 no.2
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• pp.49-57
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• 2014

Purpose - Theorists and researchers in the area of customer satisfaction generally agree that product satisfaction intervenes between expectancy disconfirmation and various post-purchase cognitive states including attitude and behavioral intention. Studies in a variety of settings have supported the effect of expectation and its disconfirmation on satisfaction, but only a small number of studies address the cognitive consequences of satisfaction decisions and none report data on choice processes such as brand selection. This study examines the influence of satisfaction and its determinants on behavioral intention and product preference in eight coffee shops across the country. Generally it was found in both overall and summed attribute analyses that satisfaction was a function of expectation and disconfirmation, that intention was a function of satisfaction, and that preference was influenced by satisfaction and disconfirmation, the latter having the greater effect. Research design, data, and methodology - The main objective of this study was to assess the dimensions of consumer selection and satisfaction in choosing a coffee shop. In order to achieve this objective, a study of coffee shops across the country was conducted. This study comprised in-depth questionnaires distributed to coffee shop customers. A survey was conducted from September 1, 2011 to September 30, 2011, involving franchise coffee shop, independently owned coffee shop, and roastery coffee shop customers. Results - Hypothesis 1-1, which states that coffee shop choice attributes differ based on the type of coffee shop, is accepted. It has a significance level of 0.05, according to choosing properties of coffee shop by convenience of transportation, varieties of beans, residence of the owner (manager), information, and relationships. Hypothesis 1-2, which states that satisfaction with the choice factor differs depending on the type of coffee shops, is accepted. The P-values for cleanliness and varieties of beans were 0.04 and 0.00, respectively, and have a significance level of 0.05, according to the satisfaction with the chosen coffee shop. Hypothesis 2-1, which states that the importance of the choice attributes in coffee shop selections differs based on the demographic characteristics of the customers, is accepted. According to the t-test result, convenience of parking and residence of the owner (manager) are significant. Hypothesis 2-2, which states that satisfaction with the choice factor will differ depending of the type of coffee shop, is accepted. According to the t-test result, convenience of parking and residence of the owner (manager) are significant. Conclusions - This study has shown that intention to revisit a certain shop is most likely correlated to satisfaction in all cases. In order to offer subsequent developments for coffee shops, this study also identifies relations between customer satisfaction and selection by finding significant factors. In order to maximize customers' satisfaction, coffee shops should analyze and satisfy customers' needs and wants in terms of coffee service. While the findings do not generalize beyond the mall sampling procedure used here, we have hopefully identified a close approximation of the process of satisfaction decisions used by consumers generally.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.5 no.7
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• pp.1230-1251
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• 2011

This document specifies a new IPv6 deployment protocol called CHANC, which stands for Configuring Hosts to Auto-detect (IPv6, IPv6-in-IPv4, or IPv4) Network Connectivity. The main part is an application level tunneling protocol that allows Internet Service Providers (ISPs) to rapidly start deploying IPv6 service to their subscribers whom connected to the Internet via IPv4-only access networks. It carries IPv6 packets over HTTP protocol to be transmitted across IPv4-only network infrastructure. The key aspects of this protocol are: offers IPv6 connectivity via IPv4-only access networks, stateless operation, economical solution, assures most firewall traversal, and requires simple installation and automatic configuration at customers' hosts. All data packets and routing information of the IPv6 protocol will be carried over the IPv4 network infrastructure. A simple application and a pseudo network driver must be installed at the end-user's hosts to make them able to work with this protocol. Such hosts will be able to auto-detect the ISP available connectivity in the following precedence: native IPv6, IPv6-in-IPv4, or no IPv6 connectivity. Because the protocol does not require changing or upgrading customer edges, a minimal cost in the deployment to IPv6 service should be expected. The simulation analysis showed that the performance of CHANC is pretty near to those of native IPv6, 6rd, and IPv4 protocols. Also, the performance of CHANC is much better than that of D6across4 protocol.

• Information Systems Review
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• v.4 no.2
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• pp.155-168
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• 2002

This paper examines whether the functions of eCRM solutions affect the site visit and purchase by customers. The functions of eCRM solutions are extracted and classified into three categories of c-marketing, e-sales, and e-service. E-marketing includes campaign/event marketing, e-mail marketing, and questionnaire marketing; e-sales consists of recommendation system and incentive/discount promotion.; e-service is composed of e-mail call center and web call center. From the online survey, 146 responses are collected and analyzed. The analysis shows that the level of experience in campaign/event marketing, e-mail marketing, e-mail call center, and web call center significantly affect the website visit by customers and that the level of experience in all eCRM functions except e-mail marketing significantly affect the purchase by customers. The effects of those functions in eCRM on the website visit are moderate, while the effects of the functions on the purchase are low. The results from this study imply that eCRM needs to strengthen the effect on the purchase with more thorough analysis of the customer profile.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.36 no.12B
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• pp.1498-1508
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• 2011

A cloud service customer has no other way but to wait for his lost data to be recovered by the cloud service provider when the data was lost or not accessible for a while due to the provider's system failure, cracking attempt, malfunction, or outage. We consider a solution to address this problem that can be implemented in the cloud client's domain, rather than in the cloud service provider's domain. We propose a high level architecture and scheme for successfully retrieving data units even when several cloud storages are not accessible at the same time. The scheme is based on a clever way of partitioning and partial overlapping of data for being stored on multiple cloud storages. In addition to providing a high level of data availability, the scheme makes it possible to re-encrypt data units with new keys in a user transparent way, and can produce the complete log of every user's data units accessed, for assessing data disclosure, if needed.

• The KIPS Transactions:PartD
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• v.12D no.3 s.99
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• pp.461-470
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• 2005

This paper suggests a new policy for consolidating a company's profits by segregating the clients using the contents service and allocating the media server's resources distinctively by clusters using the cluster analysis method of CRM, which is mainly applied to marketing. In this case, CRM refers to the strategy of consolidating a company's profits by efficiently managing the clients, providing them with a more effective, personalized service, and managing the resources more effectively. For the realization of a new service policy, this paper analyzes the level of contribution $vis-\acute{a}-vis$ the clients' service pattern (total number of visits to the homepage, service type, service usage period, total payment, average service period, service charge per homepage visit) and profits through the cluster analysis of clients' data applying the K-Means Method. Clients were grouped into 4 clusters according to the contribution level in terms of profits. Likewise, the CRFA (Client Request Filtering algorithm) was suggested per cluster to allocate media server resources. CRFA issues approval within the resource limit of the cluster where the client belongs. In addition, to evaluate the efficiency of CRFA within the Client/Server environment the acceptance rate per class was determined, and an evaluation experiment on network traffic was conducted before and after applying CRFA. The results of the experiments showed that the application of CRFA led to the decrease in network expenses and growth of the acceptance rate of clients belonging to the cluster as well as the significant increase in the profits of the company.

• The Journal of the Korea Contents Association
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• v.12 no.5
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• pp.380-392
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• 2012

The study of security personnel and psychological empowerment and organizational commitment to investigate the relationship between prosocial behavior in 2011 in Seoul, served in the private security companies after being selected as a security guard purposive sampling method using a 300 extracted samples, but the number of cases used in the study a total of 282 people. This study SPSSWIN 18.0 using factor analysis, reliability analysis, multiple regression analysis, path analysis, the following conclusions were obtained. First, psychological empowerment on organizational commitment affects. In other words, self-determination, job performance, impact, meaning a higher level of calculation ever higher levels of commitment and affective commitment. Second, the psychological empowerment influences prosocial behavior. In other words, self-determination, meaningfulness, influence job performance higher level of customer service and increases coordination Third, organizational commitment affects the prosocial behavior. In other words, the calculation ever commitment, emotional commitment, the higher the customer service, increases the level of coordination. Fourth, psychological empowerment and organizational commitment prosocial behavior direct and indirect impacts.