• Knowledge Management Research
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• v.24 no.4
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• pp.153-176
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• 2023

Generative AI, especially conversational AI like ChatGPT, has recently gained traction as a technological alternative for automating customer service. However, there is still a lack of research on whether current generative AI technologies can effectively replace traditional human managers in customer service automation, and whether they are advantageous in some situations and disadvantageous in others, depending on the conditions and environment. To answer the question, "Can generative AI replace human managers in customer service activities?", this study conducted experiments and surveys on customer online reviews of a food delivery platform. We applied the perspective of the elaboration likelihood model to generate hypotheses about whether there is a difference between positive and negative online reviews, and analyzed whether the hypotheses were supported. The analysis results indicate that for positive reviews, generative AI can effectively replace human managers. However, for negative reviews, complete replacement is challenging, and human managerial intervention is considered more desirable. The results of this study can provide valuable practical insights for organizations looking to automate customer service using generative AI.

• The Journal of Information Systems
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• v.26 no.4
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• pp.107-135
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• 2017

Purpose Along with the growth of smart phones and social networking service (SNS), social commerce continues to expand. Although online reviews have become an important source of the information that consumers use to make purchasing decisions, theoretical development and empirical testing in this area are still limited. Thus, there is a need to develop further understanding about the influence of electronic word-of-mouth (eWOM). Drawing upon the heuristic - systematic model (HSM) which is one of the dual-process theories, this study develops a research model that explains key factors influencing consumers' eWOM credibility. Furthermore, this study verifies that consumer's eWOM credibility is a key determinant of eWOM and purchase intentions. Design/methodology/approach The proposed model is empirically tested with 493 users who have experience in WeChat-based social commerce. The structural equation model (SEM) analysis is used to evaluate the research model and hypotheses. Findings The major findings are as follows. First, argument quality of eWOM (a systematic factor) has a positive effect on eWOM credibility. Second, source credibility and recommendation consistency of eWOM (heuristic factors) are positively associated with eWOM credibility. Finally, purchase and eWOM intentions greatly depend on eWOM credibility. These results confirm the effectiveness of HSM in explaining eWOM mechanisms in SNS-based social commerce. The details of findings and implications are presented.

• Information Systems Review
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• v.26 no.1
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• pp.119-149
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• 2024

This study investigates the antecedents and mechanisms influencing trust and behavioral intentions formation towards new AI chatbots, such as ChatGPT, as travel information searching services. Analyzing the roles of variables such as familiarity, novelty, personal innovativeness, information quality and perceived anthropomorphism, the research elucidates the impact of these factors on users' cognitive and affective trust, ultimately affecting their intention to adopt information and sustain the use of the AI chatbot. Results indicate that perceived familiarity and information quality positively influence both cognitive and affective trust, whereas perceived novelty contributes positively only to cognitive trust. Additionally, the personal innovativeness of new AI chatbot users was found to weaken the effect of familiarity on perceived trust, while the perceived level of anthropomorphism of the chatbot amplified the effects of novelty and familiarity on cognitive trust. These findings underscore the importance of considering factors such as familiarity, personal innovativeness, information quality and anthropomorphism in the design and implementation of AI chatbots, affecting trust and behavioral intention.

• Korean journal of communication and information
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• v.26
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• pp.105-134
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• 2004

This longitudinal study examines changing factors readers of online newspaper on 1999 and 2004. In terms of Users and Gratification approach, this survey explore changing what is motives of online newspaper readers, using and satisfying of online news during five years. The factor analysis of Online newspaper's reading motive statements yielded three interpretable factors: 'informativeness-convenience', 'inter-activity', 'entertainment'. First, 'informativeness-convenience' on 2004 was lower than '99 in online newspaper reading motives and satisfying, but factor of 'interactivity' and 'entertainment' measured thar 2004 was higher than '99 in chat of online newspaper. A level of reading online newspaper on 2004 is lower than '99, 'people' and 'opinion' is highest reading online newspaper item. Bur that of '99 is 'top news' and 'political news'. 'Top news', 'economics' and 'infor-mation/science' is highest satisfying level of online news item on '99, but that of order changed into 'people'. 'opinion' and 'broadcasting/enter-tainments' on 2004. In conclusion, this study shows online newspaper readers perceived interactive service and entertainment factor.

• Human Ecology Research
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• v.53 no.6
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• pp.641-654
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• 2015

This study identifies and tracks changes gender differences in adolescent users' problematic online behavior. This study used Korea Youth Panel Survey (KYPS), which has tracked respondents over 7 years, with self-control theory and social learning theory applied as a theoretical framework. The model included individual-level variables such as self-control and respondent's experience of problematic behavior (offline), as well as socialization variables such as the number close friends who engaged in problematic offline behavior, parent-child relationships, and parental monitoring. Dependent variables included problematic online behavior, unauthorized ID use (ID theft) and cyberbullying (cursing/insulting someone in a chat room or on a bulletin board). Control variables consisted of academic performance, time spent on a computer, monthly household income, and father's educational attainment. Random and fixed effects models were performed by gender. Results supported self-control theory even for the within-level analysis (fixed effects models) regardless of gender, while social learning theory was partially supported. Only peer effects were found significant (except for unauthorized ID use) among girls. Year dummy variables showed significant negative associations; however, academic performance and time spent using computers were significant in some models. Father's educational attainment and monthly household income were found insignificant, even in the random effects models. We also discuss implications and suggestions for future research and policy makers.

• Journal of the Korean Society of Earth Science Education
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• v.14 no.2
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• pp.159-172
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• 2021

This study is an action study that plans a instructional strategy for improving experimental activities and interactions in online science classes and suggests improvement plans based on the results. To this end, from July 7 to September 9, 2020, the 'Earth and the Moon' unit class was conducted for 20 6th grade elementary school students located in G Metropolitan City. For the class, smart devices and alternative experiments were planned in the experimental activity category, and an online chat room and Q&A strategy were planned in the interaction category. Among the collected data, class activity papers, homework assignments, reflection journals, online conversation contents, and Q&A contents were input into the matrix and analyzed by writing analytical texts. As a result of the implementation, smart devices and alternative experiments provided opportunities for exploration, but there was a risk of misconception formation and hindered experimental activities. The online chat room and Q&A provided opportunities for communication and examination and feedback on scientific concepts. Through this action study, the researcher was able to reflect on the class while writing class reflection notes, and suggested the role of smart devices in terms of the effectiveness and efficiency of science classes.

• International journal of advanced smart convergence
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• v.11 no.3
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• pp.79-84
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• 2022

Due to a series of online sex crimes cases and online class conversions caused by the spread of the coronavirus, alternatives to sex education in schools are urgently required. As a result of this study, the metaverse sex education platform was designed. Using this platform, learners are expected to cultivate correct adult awareness and digital citizenship. Within the metaverse platform, learners can participate more actively in learning. Instead of exposing one's name and face in a place dealing with sensitive gender issues, one can participate in education through his or her decorated avatar and participate in education much more actively than face-to-face education and express one's opinion through chat. In addition, education by level can be received regardless of time and place, which can have the effect of bridging the educational gap between urban and rural areas. In this paper, we propose a new sex education platform without time and space constraints by utilizing metaverse.

• Journal of the Korean Academy of Child and Adolescent Psychiatry
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• v.34 no.4
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• pp.222-228
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• 2023

There are two categories of online crimes related to children and adolescents: those committed by adolescents and those committed against children and adolescents. While recent trends in criminal law show consensus on strengthening punishment in cases of crimes against children and adolescents, there are mixed stances in cases of juvenile delinquency. One perspective emphasizes strict punishment, whereas the other emphasizes dispositions aligned with human rights. While various forms of online crime share the commonality in that the main part of the criminal act occurs online, they can be categorized into three types: those seeking financial gain, those driven by sexual motives, and those engaged in bullying. Among these, crimes driven by sexual motives are the most serious. Second-hand trading fraud and conditional (sexual) meeting fraud fall under the category of seeking financial gain and occur frequently. Crimes driven by sexual motives include obscenity via telecommunication, filming with discrete cameras, child and adolescent sexual exploitation material, fake video distribution, and blackmail/coercion using intimate images/videos ("sextortion"). These crimes lead to various legal issues such as whether to view vulgar acronyms or body cams that teenagers frequently use as simple subcultures or crimes, what criteria should be applied to judge whether a recorded material induces sexual desire or shame, and at what stage sexual grooming becomes punishable. For example, sniping posts, KakaoTalk prisons, and chat room explosions are tricky issues, as they may or may not be punished depending on the case. Particular caution should be exercised against the indiscriminate application of a strict punishment-oriented approach to the juvenile justice system, which is being discussed in relation to online sexual offenses. In the punishment case of online crime, juvenile offenders with a high potential for future improvement and reform must be treated with special consideration.

• Journal of The Korean Association of Information Education
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• v.14 no.1
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• pp.13-23
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• 2010

In recent creativity becomes a new request in the knowledge and information age. Robot programming education is an effective teaching method for improvement of creativity. Existing robot programming tools includes text-based or GUI-based development environment. Most of programming tools provide a simple tutorial system without interactive activity for beginners. In this paper, we propose an online robot programming education system based on web2.0, which embedded collaborative code creating tool, interactive tutorial chat and video conference tool to support collaborative code creating via web 2.0. Knowledge sharing tool allows users to share their collaborative source code. Besides, it makes users gained the experience and knowledge of program designing efficiently.

• Journal of the Korea Convergence Society
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• v.10 no.3
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• pp.149-155
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• 2019

In this study, the multiplicity of synchronous online class discussion activity is explored at conceptual level. From the cultural-historical activity theory (CHAT), each utterance may be considered as a product of the activity system. Alderfer's ERG theory is employed as another theoretical framework for the study. Based on the subject's existence, relationship, growth needs, their class discussion activities constitute four different dimensions: physical/biological, cultural/institutional, social/relational, and cooperative knowledge construction. It is inherent in individual activities and has a different arrangement according to their interests and situations, and at the same time acts as a factor of cooperation and competition among the participants. Through this, collective discussion activities represent complex and dynamic development patterns.