• Journal of Information Technology Services
• /
• v.13 no.2
• /
• pp.219-250
• /
• 2014

Corporations look for their competitiveness in many different areas, and one of them is customer call center, which provides professional, special service to the customers. The importance and the value of realization of customer satisfaction at each call center have become significant as it plays a leading role and is responsible for customer recreation and follow-up services. This study held in-depth interviews with 3 groups of professional call representatives (categorized by experience) from popular property and life insurance companies in Korea who operate in and outbound calls. Three variables, emotional quotient, organizational citizenship behavior (OCB), and IT utilization skill, were selected and it was observed how these variables affect the job performance of in and outbound call center representatives. The importance of the relationship between the variables and the key factors in the future direction of improvement of the call center representative organization was analyzed. Emotional quotient refers to the ability to recognize and use the emotion of oneself and others. It was considered it would be effective in enhancing the counseling ability of call center representatives, This study identifies the effect of emotional quotient on job performance and organizational citizenship behavior, which is defined as actions outside of normative roles in the organization. Also, the study aims to prove the effect of emotional quotient on the rapidly developing IT utilization ability in relation to job performance. As a result, it was found that service career (3 months, 3 years, 10 years) had a significant effect on the key factors that affect the organization-emotional quotient, IT utilization skill, and OCB. Especially for OCB, it was considered relatively less important to the new employees, while it greatly affected the job performance, rate of settlement, and sustainment of the working life for those with longer experience. Also, the result of the interview for each variable differed by the service career. Emotional quotient, IT utilization skill, and OCB were close connection for the representatives with longer experience than for those with shorter experience. And the level of intimacy of their relationship with job performance was in proportion to the years of service. Thus, to secure stability for the call center representatives and enhance their job performance continually, the importance of emotional quotient and IT utilization skill shall be reflected in the operation process actively. In particular, in order to lead a organization with outstanding culture, a management system shall apply OCB from the recruitment process.

• Applied Chemistry for Engineering
• /
• v.19 no.5
• /
• pp.526-532
• /
• 2008

The proposed $CO_2$ storage technology in the present study is a one-step sequestration process that stabilizes $CO_2$ in a reactor with Serpentine. The advantage of this technology is associated with its high stability of final product so that the entire system is recognized as permanent environment-friendly $CO_2$ removal method. Since the sequestration reaction mechanisms are generally understood that carbonation reaction proceeds with very slow rate, so that pretreatment method to increases reaction rate of $CO_2$ carbonation reaction should be developed. To increase the reactivity of Serpentine with $CO_2$, two different methods of pretreatment are carried out in the present investigation. One is heat-treatment, the other is chemical pretreatment. In this study, only chemical pretreatment is considered leaching method of magnesium from Serpentine using sulfuric acid at the various reaction temperatures, times, and acid concentrations. Experimental results illustrated that pretreatment by sulfuric acid increases surface area of serpentine from $11.1209m^2/g$ to $98.7903m^2/g$ and extracts magnesium compounds. Single variable experiment demonstrated the enhancements of magnesium extraction with increased reaction temperature and time. Amount of magnesium extraction is obtained by using the data of ICP-AES as maximum extraction condition of magnesium is 2 M acid solution, $75^{\circ}C$ and 1hr. After performing chemical pretreatment, carbonation yield increased from 23.24% to 46.30% of weight.

• Geophysics and Geophysical Exploration
• /
• v.4 no.2
• /
• pp.25-33
• /
• 2001

Loop-loop electromagnetic (EM) survey in frequency domain has been carried out in order to provide basic solution to geotechnical applications. Source and receiver configuration may be horizontal co-planar (HCP) and/or vertical co-planar (VCP). Three quadrature components of mutual impedance ratio for each configuration are used to construct the subsurface image. For the purpose of obtaining the model response and validating the reasonable performance of the inversion, we obtained each responses of two-layered and three-layered earth models and two-dimensional (2-D) isolated anomalous body. The response of 2-D isolated anomalous body has been calculated using extended Born approximation for the solution of 2.5-D integral equation describing EM scattering problem. As a result of the least-squares inversion with variable Lagrangian multiplier, we could construct more resolvable image from HCP data than VCP data. Furthermore, joint inversion of HCP and VCP data made better stability and resolution of the inversion. Resistivity values, however, did not exactly match the true ones. Loop-loop EM field data was obtained with EM34-3XL system manufactured by Geonics Ltd. (Canada). Electrical resistivity survey was conducted on the same line for the comparison in advance. Since the constructed image from loop-loop EM data by 2-D inversion algorithm showed almost similar resistivity distribution to that from electrical resistivity one, we expect the developed 2.5-D loop-loop EM inversion program can be applied for the reconnaissance site survey.

• Journal of Distribution Science
• /
• v.13 no.1
• /
• pp.35-46
• /
• 2015

Purpose - This paper attempted to investigate the relationships among the perception of job insecurity and organizational effectiveness, and it examines these relationships while considering the moderating effect of trust in the manager and self-efficacy. Job insecurity is an independent variable, organizational effectiveness aspects (job satisfaction, organizational commitment, and turnover intention) are dependent variables, and trust and self-efficacy are moderators. Research design, data, and methodology - Regression analysis was used to verify the effects. The measurement items were already deemed as reliable and valid in the previous study, but for this purpose, some modifications were made. To examine the model, this study relied on the samples chosen from Korean employees in the six franchise business firms. The survey was conducted on 288 workers. Each question is based on a 5-point Likert type scale. The data were analyzed using SPSS 18.0. Results - The results of the study are summarized as follows. First, job insecurity has an influence on organizational effectiveness aspects (negatively on job satisfaction, negatively on organizational commitment, and positively on turnover intention). Second, analyzing the moderating effect of trust, trust in manager is mediated between job insecurity and organizational effectiveness aspects (on organizational commitment and on turnover intention). However, employees' trust in manager had no significant moderating effect on the job insecurity-job satisfaction relationship. Third, self-efficacy is mediated between job insecurity and organizational effectiveness aspects (on job satisfaction, on organizational commitment, and on turnover intention). Conclusions - First, it is necessary to be aware of the seriousness of employees' job insecurity in franchise firms, which have played a pivotal role in national economic growth, and to create a detailed plan for reducing insecurity and actively implementing it. To this end, the franchise companies should implement efficiency efforts such as obtaining an appropriate capacity of equipped personnel and a training program. Second, there are moderating effects of self-efficacy and trust in the relationship between job insecurity and organizational effectiveness. Depending on business conditions, stability and instability can only be experienced in the organizations of franchise companies. This can give rise to instability in employment. Therefore, it is necessary to develop and utilize a system that can be minimized with a change in the new awareness of employment instability. After all, a good leader (manager) must accumulate personal trust and build up a core competence that is necessary to become competent in the field himself. Even if you lack the material resources to improve performance, if the leader with the core competencies (e.g., technical/management /organization/marketing/design) can gain the trust of the supervisor, you can get a good organizational performance. Therefore, you should foster a healthy organizational culture through education such as leadership training and employee training to be built on trust between the leaders and the employees. In addition, you need to focus on HRD&M training in order to increase the self-efficacy of the supervisor.

• Journal of the Korea Knowledge Information Technology Society
• /
• v.13 no.3
• /
• pp.327-339
• /
• 2018

This study is on the elderly people's use and experience of pet robots (companion robots). Applying companion robots for the elderly's daily lives can enhance their quality of life. Leisure is main activity of the elderly who are out of work. Therefore, the quality and diversity of leisure can affect the quality of their life. Companion Robots could provide them with more advanced and interesting experiences. Around the world, population aging becomes one of the most important trends in each country. The social and economic burden of aging is serious challenge on sustainability of the world, including S. Korea. The authors examine use of Companion Robots for elderly (from 50 years old to 90 years old). In this experiment, the authors study and measure many factors including system quality, interface quality, displeasure, enjoyment, willingness to reuse, perception on new technology. In regression analysis, intimacy(t=-2.006, p<.05) is significant factor on displeasure of Companion Robot. In another regression, displeasure of Companion Robot (independent variable) is significant factor on enjoyment(t=-3.327, p<.01) and willingness to reuse(t=-2.636, p<.01). Therefore, when elderly one feels less displeasure of Companion Robot, he/she feels more enjoyment and willingness to reuse. As a result, the elderly who don't familiar to new technology could improve quality of life and leisure activity by using companion robot.

• Journal of Intelligence and Information Systems
• /
• v.25 no.3
• /
• pp.117-140
• /
• 2019

As the aging phenomenon accelerates and various social problems related to the elderly of the vulnerable are raised, the need for effective elderly care solutions to protect the health and safety of the elderly generation is growing. Recently, more and more people are using Smart Toys equipped with ICT technology for care for elderly. In particular, log data collected through smart toys is highly valuable to be used as a quantitative and objective indicator in areas such as policy-making and service planning. However, research related to smart toys is limited, such as the development of smart toys and the validation of smart toy effectiveness. In other words, there is a dearth of research to derive insights based on log data collected through smart toys and to use them for decision making. This study will analyze log data collected from smart toy and derive effective insights to improve the quality of life for elderly users. Specifically, the user profiling-based analysis and elicitation of a change in quality of life mechanism based on behavior were performed. First, in the user profiling analysis, two important dimensions of classifying the type of elderly group from five factors of elderly user's living management were derived: 'Routine Activities' and 'Work-out Activities'. Based on the dimensions derived, a hierarchical cluster analysis and K-Means clustering were performed to classify the entire elderly user into three groups. Through a profiling analysis, the demographic characteristics of each group of elderlies and the behavior of using smart toy were identified. Second, stepwise regression was performed in eliciting the mechanism of change in quality of life. The effects of interaction, content usage, and indoor activity have been identified on the improvement of depression and lifestyle for the elderly. In addition, it identified the role of user performance evaluation and satisfaction with smart toy as a parameter that mediated the relationship between usage behavior and quality of life change. Specific mechanisms are as follows. First, the interaction between smart toy and elderly was found to have an effect of improving the depression by mediating attitudes to smart toy. The 'Satisfaction toward Smart Toy,' a variable that affects the improvement of the elderly's depression, changes how users evaluate smart toy performance. At this time, it has been identified that it is the interaction with smart toy that has a positive effect on smart toy These results can be interpreted as an elderly with a desire to meet emotional stability interact actively with smart toy, and a positive assessment of smart toy, greatly appreciating the effectiveness of smart toy. Second, the content usage has been confirmed to have a direct effect on improving lifestyle without going through other variables. Elderly who use a lot of the content provided by smart toy have improved their lifestyle. However, this effect has occurred regardless of the attitude the user has toward smart toy. Third, log data show that a high degree of indoor activity improves both the lifestyle and depression of the elderly. The more indoor activity, the better the lifestyle of the elderly, and these effects occur regardless of the user's attitude toward smart toy. In addition, elderly with a high degree of indoor activity are satisfied with smart toys, which cause improvement in the elderly's depression. However, it can be interpreted that elderly who prefer outdoor activities than indoor activities, or those who are less active due to health problems, are hard to satisfied with smart toys, and are not able to get the effects of improving depression. In summary, based on the activities of the elderly, three groups of elderly were identified and the important characteristics of each type were identified. In addition, this study sought to identify the mechanism by which the behavior of the elderly on smart toy affects the lives of the actual elderly, and to derive user needs and insights.