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The purpose of this research is to develop an information technology (IT) usage level assessment model for service industry. It is necessary to develop an assessment model for service industry"s IT usage to improve service productivity. However, it is not easy to develop assessment models due to service industry"s diversity. In this paper a generic IT usage assessment model for service industry has been developed and validated through a descriptive approach. Key factors affecting service productivity have been identified and analysed. A pilot test on IT usage level has been performed to investigate the relevance and importance of IT usage indicators (factors). As a result, a set of effective IT usage indicators for service industry have been found. A short-cut model and a full scale model have been proposed for efficient and effective usage. The results of this study can be used for enhancement of service industry productivity through the increase of IT usage level.
IT서비스산업은 대표적인 지식기반 산업이다. 전 세계적으로 IT를 인프라로 하는 신성장 동력산업의 중요성은 더욱 커지고 있으며, 대한민국은 SW 관련 경쟁력 향상을 위한 산, 학, 관 영역에서의 다양한 지원책들을 지속적으로 제시하고 있다. 그러나 최근 10여년 넘게, 관련 산업에 종사하고자 하는 전공자들 및 IT서비스산업 종사자들의 절대적인 수와 직무 만족도는 지속적으로 감소하였다. 본 연구의 목적은 IT서비스산업 종사자들이 직장에서 행복을 느끼고 창의력을 발휘할 수 있는 환경과 동력을 제공하고자 IT서비스산업 특성에 맞는 행복모델과 지표를 개발하여 관련자들에게 제공하는 것이다. 본 연구는 선행연구가 부족하여 직장인 행복모델, IT인력의 직무만족, 이직의사 등의 관련연구들을 근거로 하고 IT 전문가들을 대상으로 심층 조사하며, 시스템 다이나믹스 방법론에 따라 행복에 미치는 원인요인을 발견하여 행복모형과 지수를 개발한다. 본 연구는 연구배 경의 중요성과 시급성의 필요에 따라 수행한 탐색연구로서, IT 인력의 행복감 상승에 따라 직무역량을 높이고 IT서비스산업의 경쟁력을 높이는데 일조할 수 있을 것으로 사료된다.
An efficient industry structure is essential for competitive IT Service industry in a global world. The purpose of this research is to derive a policy direction paradigm for strengthening IT service industry structure. To find an effective policy direction, an in-depth analysis on deep-rooted problems of IT service industry has been conducted. The root-causes of industry problems are found with new perspectives on IT service industry, Past and present policies on IT service industry have been reviewed based on desirable industry behavior. Anew policy paradigm and a roadmap for efficient industry policy are suggested. To justify adequacy of new p이. icy direction, global benchmarking has been performed. USA, Germany, and Japan’'s IT service industry has been reviewed based on global competitiveness and desirable eco-system. And an in-depth analysis has been performed for two big competitors, India and China, The adequacy of the new policy paradigm has been tested, and mostly approved. IT service industry policy needs to be transformed from manufacturing concepts to service concepts, from domestic focus to global focus, from zero-sum policy to positive-sum policy, from supplier focus to market focus, from internal industry itself to co-growth with main industries. etc. The results of this study can be used for policy adjusting and policy making to strengthen IT service industry’'s global competitiveness and to improve long-term performance of Korean economy. Further in-depth researches with quantitative analysis will be needed to fully justify the adequacy of the derived new policy directions
The purpose of this study is to verify the competence level of IT service companies in Korea from the view point of capability of creating customers value and outcome as an independent companies which have been growing in the captive customers(market) circumstance by performance data analysis and IT specialists survey. This study presents a growth model which emphasis on the importance of the correlation between IT service companies and captive customers. It proves that the captive customers have been being the growth power and motive of the IT service company, because IT service companies have been cumulating the competence for IT service through the service for the customers, and with this competence, IT service companies have been expanding its service out to non-captive market(customers) and got good outcomes as an independent companies. And this study proves that the captive customers who served by the IT service companies which have a higher level of service capabilities have better business outcome. IT service companies contribute to improve the IT level of the captive customers and to make the customers to increase sales by conducting IT projects.
The IT convergence industry is expected to create some high added-value. yet the IT convergence service is still in its introductory stage. which requires the utilization of yet to be tried future technologies and development methodologies that have been never tried in the past; therefore. there is certain risk involved regarding the success of development during the introduction of service and the development of technology. From such perspective. this study found examples of the services in the IT convergence industries and the application technologies for the real ization of those services; and conducted a research based on the examples. uSing the technical Characteristics classification; and based on the resul t. analyzed the standards and the peculiarity of technologies employed for the IT convergence service and the correlation and the complementarity between them; also identified the standards and the peculiarity of technologies required by the IT convergence services and analyzed the correlation between them; and finally analyzed the compatibility between the IT convergence services and the applied technologies. The conclusion of this study is expected to be utilized for selecting technologies for the introduction and the operation of the optimal IT convergence service and as a benchmark as well
With the development of information technology, IT-based services in public administration has become more indispensable. As a result, the importance of IT maintenance projects to improve the efficiency of IT services and secure service levels is growing. Due to the nature of IT maintenance projects on local government, which mainly involve small and medium-sized IT companies in the region, business participating companies often do not have an appropriate methodology for service quality management. To solve this situation, the government has prepared a service level agreements (SLAs) that can be applied to IT maintenance projects. However, most local governments do not use SLAs for IT maintenance projects. As a result, various problems such as failure of the IT maintenance project or deterioration of quality are occurringThus, this paper suggested major indexes to evaluate which service factors affect the efficient operation of information systems and the improvement of service quality in IT maintenance projects of local governments and analyzed the importance of indexes based on AHP method. Using this research method, this study found the theoretical implications on the outsourcing service of IT maintenance.
In this study, we conducted a comparative analysis of R&D investment efficiency and operational efficiency of IT firms using Data Envelopment Analysis (DEA). We categorized thirteen sample firms into two groups-IT manufacturing and IT service-after an extensive literature review on IT industry classification. We adopted an output-oriented twostage DEA model suggested by Banker et al. (1984) with total asset and R&D investment as input variables. Then, we constructed investment efficiency and operational efficiency by using Return on Equity (ROE) and Return on Asset (ROA) as intervening variables and operating income and Earnings Per Share (EPS) as output variables. The outcome of the analysis is summarized as follows. First of all, IT manufacturing firms were more efficient (57% on average) than IT service firms. To be specific, IT service firms showed decreasing returns to scale (DRS) with diseconomy of scale. In contrast, IT service firms showed higher operational efficiency (81.5% on average) than IT manufacturing firms. Also, we conducted a Mann-Whitney U test to compare the output of IT service firms and IT manufacturing firms. Lastly, we found a negative correlation (R2 = -.754) between R&D investment efficiency and operational efficiency which infers the trade-off between two constructs
This study attempts to present specific technical measures and case models to meet the needs of caregivers and maximize the effectiveness of senior care facilities by utilizing Wellness IT Service. IT services for supporting elderly care need to go beyond productivity and efficiency and now require the new choice and standards to satisfy the Wellness concept of well-being and happiness. Therefore, this study explores to develop the existing human-based service into the Wellness IT Service by utilizing IT based Wellness in the elderly care facility and thereby to improve the quality of elderly care service. Therefore, this study analyzes the relevant research background and the various feasibility of technical applications of Wellness IT service, and review the new value creation in the elderly care facilities. Lastly this study provides a new foundation for Wellness architecture and a service model for using Wellness IT infrastructure of the elderly care facilities.
Since the first confirmed case in January 2020, Coronavirus disease 2019(COVID-19) has brought many changes to our society, and Korea is no exception. Some changes are direct and immediate such as restrictions on overseas travel and social distancing, but the others are indirect and slowly adapted such as lifestyle changes impacting industries and businesses. IT service sector is tremendously influenced by COVID-19. IT service is used extensively in response to COVID-19 taking advantage of its non-face-to-face characteristics. In that sense, the industry is positively affected and in some sense invigorated, giving birth to new kind of services. This special issue focuses on introducing how the IT services are affected, what kind of transformations are undergoing, and how these are expedited after COVID-19. This special issue expands and extends the case research section by collecting new IT service case studies concerning these topics. After competitive review process, 11 studies are selected for this special issue which deals with four different but closely related aspects: (1) evolutions of private IT services, (2) transformations in public IT services, (3) impacts in the hospitality and tourism industry, and (4) changes of people’s behavior along with COVID-19. The first set reports on the evolution of private IT services that have created terms such as foodtech and edutech as we enter a rapid non-face-to-face situation. The second set consists of studies dealing with the evolution of public IT services. Evolution and rapid response to non-face-to-face appear to be no exception in the public sector. The third includes studies of hospitality and tourism which is most strongly affected by COVID-19. The last set deals with the behavioral changes of users such as technostress in telecommuting. Lessons learned through best practices and key problems identified in these studies may help us to actively respond to the coming waves of changes incurred by COVID-19 in our society as well as in the IT service industry.
03년~‘08년 동안 국내 IT 서비스 시장의 연평균 성장률은 약 49%로 한국의 IT 제조업이 세계적인 경쟁력을 갖추고 빠르게 발전하고 있는 데 반해 IT 서비스 산업은 상대적으로 느린 속도로 발전하고 있다. 이에 따라 국내의 IT 서비스 기업들은 기존 사업의 혁신, 신규 사업 및 해외 사업진출 등을 통하여 신성장 동력 발굴에 매진하고 있다. 이와는 대조적으로 글로벌 IT Service 기업, 인도 IT Service 기업과 더불어 최근에는 중국 IT Service 기업들도 ODC(Offshore Delivery Center) 혹은 GDC(Global Delivery Center)의 설립/운영을 통하여 연평균 30% 이상의 高 성장을 이루어내고 있다. 본 논문에서는 Offshore Delivery Center(이하 ODC) 추진 전략에 대한 연구를 통하여 한국 IT 서비스 기업의 바람직한 ODC 추진 전략을 제시하고자 한다.