• Korean Journal of Social Welfare
• /
• v.67 no.3
• /
• pp.31-55
• /
• 2015

The purpose of this study is to identify the effect of verbal violence experience by employees on turnover intention and the mediating effect of customer-member exchange(CMX) and job satisfaction in local healthy family support center(HFSC). Additionally, the multi-group analysis and latent mean analysis showed varying results across working for general service and child-care service. For the purpose, study conducted a survey among all the employees at 56 local HFSC in Seoul and Gyeonggi-do Province. Of a total of questionnaires distributed, 319 were returned and analysed. The result of this study were as follows First, verbal violence experience by employees effected on CMX, CMX effected on job satisfaction, job satisfaction effected on turnover intention. Second, CMX and job satisfaction acceptance have statistically significant mediating effects between verbal violence experience and turnover intention. Third, as result of multi-group analysis, the structural relationship were no significant differences found in job position. In the latent means analysis, working for child-care service showed significantly higher latent mean values in verbal violence experience and CMX than general service. Based on the results, policy and practice implications of this study were discussed intervention with considerations given to the difference of the job position.

• Journal of Information Technology Services
• /
• v.1 no.1
• /
• pp.81-117
• /
• 2002

The generalization of Internet use has been spreaded all over the world and impacted company to introduce intranet and extranet for their operation which dealt with electronic commerce. For these reason, endeavor of implementation of web site system is promotioned and enhanced the possibility of adaptation range for the view of company. Dramatic competition which company faced with the use of internet and request from all over the world made company brought company to various and different type of level. It is necessary to develop website system with experty knowledge to satisfy customer needs. To deal with this situation, works from the level of government should proposed to spread whole country business which propelled through kyungnam mechanic industry information promotion center. With strategic proposal concerning district characteristics to adapt electronic commerce successfully, information promotion should performed. Support of government is needed continuously to realize infra of ASP composed of 4,877 mechanic industry company. It might be possible to deal with international rapid change with cooperation of company and government related department.

• Journal of the Ergonomics Society of Korea
• /
• v.31 no.1
• /
• pp.49-61
• /
• 2012

Objective: The aim of this study is to offer a holism based Service Experience Analysis System(HSEAS) for service design. Background: Customer experience has been focused in a lot of service area. But it is difficult to understand the customer's needs and their experiences because it's so complex and uncertain. Thus it needs holistic approach that means it's difficult to explain general character merely through the understanding of small parts that composes an object and it must be analyzed within the overall context. Method: Accordingly, the thesis paper proposes the Service Experience Analysis System that satisfies the four following needs. (1) Need of solid Experience Framework in which the special quality of the service experience is considered, (2) need of support for the semantic cohesion between different kinds of data, (3) need of support for the management and search of vast data, and (4) need of building the knowledge base system for collaborative research. Results: HSEAS combines the short information in the customers' words and behaviors or situations and circumstances and provides a place of analysis where the context of the general experience can be read and allows concrete understanding of the actual state and factor of the problem as a Combined Data Analysis Tool. Conclusion: HSEAS becomes the center of information management, analysis and connection and it provides a free collaboration place where physical condition has no relations to as a knowledge base system based on network. Application: It is expected that length and width will be added to the analysis and assistance for effectively accumulating information will be provided in the area of diverse service.

• Proceedings of the Korea Contents Association Conference
• /
• 2008.05a
• /
• pp.749-753
• /
• 2008

Nowadays, first objectives of business activity is to develop competitive power by means of satisfying customer's needs. So, it is necessary to educate and train personnel in call-center in order to develop their job ability and latent ability. Especially departments of call-marketing or tele-marketing in domestic university have established for support of professionals had systematic and professional abilities In this paper, we analyze curricula in university for training call-center. Also, we analyze important subjects in similar departments of university and course descriptions based on educational objectives in college and university.

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

• Journal of Distribution Research
• /
• v.16 no.5
• /
• pp.43-61
• /
• 2011

In this research, we analyze about the effect of the traditional market supporting policy about 16 large unit self-governing bodies and effeciency through DEA analysis. The plan for supports of the traditional market were shown. Now, the object of the traditional market supporting policy was any more not improvement of facilities and the thing which is the attraction of customer activity for the sales increase of the traditional market could be confirmed. For the sales increase, supporting of the field like the client information center, source indicator, autonomic packing stand, and the broadcasting facility are effective more. In addition, for the visiting customer inducement activation, we could know that supporting of the field like client information center, broadcasting facility, broadcasting advertisement, and the premium event for gift certificate were required. The method including the customer distribution service operation, which is the various product development and cross sellings and client friendly based on data which it investigates the actual conditions the market merchant on the Incheon area and consumer with the concrete plan for support gift certificate activation, the market information system construction, and etc. was shown.

• Journal of Smart Tourism
• /
• v.3 no.1
• /
• pp.41-47
• /
• 2023

Tourism and hospitality have encountered significant changes in recent years as a result of the rapid development of information technology (IT). Customers now expect more expedient services and customized travel experiences, which has intensified competition among service providers. To meet these demands, businesses have adopted sophisticated IT applications such as ChatGPT, which enables real-time interaction with consumers and provides recommendations based on their preferences. This paper focuses on the AI support-prompt middleware system, which functions as a mediator between generative AI and human users, and discusses two operational rules associated with it. The first rule is the Information Processing Rule, which requires the middleware system to determine appropriate responses based on the context of the conversation using techniques for natural language processing. The second rule is the Information Presentation Rule, which requires the middleware system to choose an appropriate language style and conversational attitude based on the gravity of the topic or the conversational context. These rules are essential for guaranteeing that the middleware system can fathom user intent and respond appropriately in various conversational contexts. This study contributes to the planning and analysis of service design by deriving design rules for middleware systems to incorporate artificial intelligence into tourism services. By comprehending the operation of AI support-prompt middleware systems, service providers can design more effective and efficient AI-driven tourism services, thereby improving the customer experience and obtaining a market advantage.

• Journal of Distribution Science
• /
• v.22 no.7
• /
• pp.23-32
• /
• 2024

Purpose: Increasingly limited environmental resources encourage all sectors to implement robust distribution systems, including Logistics Service Provider (LSP) as a company that manages customer logistics activities. However, efforts to achieve a robust distribution system have many challenges. To overcome these challenges, as a first step, LSP needsto classify and analyze the challenges faced and find solutions. Knowledge of the challengesin managing robust logisticsisstill not widely researched in developing countries. This paper explores existing research gaps in the region. Research design, data and methodology: The research enquiries used are a questionnaire and in-depth interviews. In the field study, surveys, observations, interviews related to robust logistics implementation in the LSP were carried out. Results: The results of the study show that although robust logistics is recognized as very important, understanding among LSPs is still very diverse. The main challengesfound in this study come from the economic aspect and the internal conditions of the organization. Conclusion: LSP is advised to carry out internal strengthening of the company, especially for economic and organizational aspects therefore they can implement robust and sustainability practices more intensively. LSP needs to have good financial support in order to implement the aspects on an ongoing basis.

• International Journal of Computer Science & Network Security
• /
• v.24 no.7
• /
• pp.177-185
• /
• 2024

Web science, a general discipline of learning is presently at high demand of expertise with ideas to develop software-based WebApps and MobileApps to facilitate user or customer demand e.g. shopping etc. electronically with the access at their smartphones benefitting the business enterprise as well. A worldwide-computerized reservation network is used as a single point of access for reserving airline seats, hotel rooms, rental cars, and other travel related items directly or via web-based travel agents or via online reservation sites with the advent of social-web, e-commerce, e-business, from anywhere-on-earth (AoE). This results in the accumulation of large and diverse distributed databases known as big data. This paper describes a novel intelligent web-based electronic booking framework for e-business with distributed computing and data mining support with the detail of e-business system flow for e-Booking application architecture design using the approaches for distributed computing and data mining tools support. Further, the importance of business intelligence and data analytics with issues and challenges are also discussed.

• Proceedings of the Korean Reliability Society Conference
• /
• 2011.06a
• /
• pp.21-26
• /
• 2011

Initial reliability prediction done by calculation would be more practical if support by evidence from customer usage profile and field failure data to improve the prediction. Thus, the consistency of the design and the product would be practically validated. In this paper, it will address rationale and method to decide on Acceleration Factor (AF) to be used in Accelerated Life Test (ALT) through usage profile and field failure. The case study of tractor transmission is used to demonstrate the method which data obtained from surveys done on farmers, field visits and field failure data from service center. By considering all the elements, it will determine more relevant AF which indicates the real use conditions of the component.