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The Effects of Service Worker's Customer Orientation on Organizational Citizenship Behavior
배병렬,간톨가 오란덴갈,세르겔렌 따라한토야,Bae, Byung-Ryul,Urandelger, Gantulga,Darkhantuya, Sergelen The Society of service Science 2014 서비스연구 Vol.4 No.1
Every organization needs to maintain its long-term effectiveness through the positive perceptions, attitudes, and behaviors of its members. Customer orientation, job satisfaction, and organizational citizenship behavior (OCB) are the important functioning aspects for the long-term organizational effectiveness. The purpose of this study is to investigate the impact of service-worker's customer orientation on OCB within Korean bank and insurance sector by analyzing the relationship of constructs in the conceptual model. To achieve research objectives, survey method is employed. Findings of this research reveal that both need and enjoyment dimension of CO are very important in predicting OCB. We sent 220 questionnaires to service workers of the bank and insurance then received 200 valid responses. The research was conducted in bank and insurance agency in J city. The choice of these two types of organizations was dictated by the fact that they have large number of service worker with diverse background at multiple levels in these industries. Results also indicated that the moderating effect of pay satisfaction on the relationship between their OCB and CO had a weak effect.
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Posting RFM Model for Evaluating the Member Loyalty in Social Network Sites
이덕규,하병국,Li, De-Kui,Ha, Byung-Kook The Society of service Science 2011 서비스연구 Vol.1 No.1
최근 들어 소셜 네트워크 사이트가 많아지면서 사용자들은 선택의 폭이 넓어졌다. 그리하여 다른 소셜 네트워크 사이트로의 이동이 쉬워짐으로서 소셜 네트워크 프레임을 구성하는데 충성도 개념이 중요하게 인식되기 시작하였다. 그러나 소셜 네트워크 분야에서 충성도의 연구는 아직 미묘한 수준이다. 전자상거래시대의 웹사이트 충성도는 사이트의 만족도와 신뢰성을 기반으로 개발되었다. 그러나 소셜 네트워크 사이트의 특성상 회원들의 충성도를 측정하기에는 어려움이 많다. 본 연구에서 우리는 소셜 네트워크 사이트의 서비스 품질 향상을 위한 잠재적인 회원을 찾을 수 있는 회원 충성도 평가 RFM모델을 제안하고자 한다. 그리고 개선된 RFM모델을 실제 사례에 적용하여 분석하고 그 일련의 과정을 기술하였다. 이는 연구 제안모델을 실제 비지니스에서 적용할 수 있다는 것을 제시함으로서 논문의 실용성을 높이고자 하였다. Recently, with the growing of social network sites, people's choice is also getting more and more. So the notion of loyalty has become an important construct within the Social Network framework because of member is easy switching on the social networking sites. Despite the increasing importance of social network sites loyalty question, there's very little research in this area. In electronic commerce, the website loyalty development process is based on both website satisfaction and website trust toward the net-enabled business. But how to target the members with high or low loyalty in the social network sites is still a question. In this paper we propose one improved RFM model to evaluate the member loyalty to find the potential members for improving the service quality of the social network site. In addition, an empirical case study is performed to demonstrate how this procedure works. Moreover, further applications of this research are provided for improved social network sites experiences and how to use the model to practice.
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Development of a Forecast Model for Thermal Coal Price
김영진,강희재,Kim, Young Jin,Kang, Hee Jay The Society of service Science 2016 서비스연구 Vol.6 No.4
Coal can be divided into thermal coal and coking coal. The price of thermal coal is basically affected by demand and supply. However, many other factors with regard to economic condition such as exchange rate, economy growth rate also make an influence on the price. This study is targeted to develop a forecast model for thermal coal price by using System Dynamics Method. System dynamics provides results that better reflect the real world by employing an inter-dependent system of variables. This study found out that 8 factors have important influence on the thermal coal price. Most of the data of the variables were acquired from the Bloomberg Database. The period extends to 2 years and 4 months, from May of 2011 to August of 2013. The causal relations among the variables were acquired by regression analysis 석탄은 크게 유연탄과 무연탄으로 나눌 수 있다. 유연탄의 가격은 기본적으로 수요와 공급에 의해 영향을 받으며, 환율, 경제성장률과 같은 경제적 여건과 관련된 많은 요인들에 의해 좌우된다. 본 연구에서는 시스템 다이내믹스 방법을 이용하여 유연탄 가격을 예측하는 모델을 개발하였다. 이에 따라 변수들 간의 상호의존적 관계를 고려함으로서 실세계를 충분히 반영한 결과를 도출하였다. 본 연구에서는 유연탄의 가격을 결정하는 핵심 요인 8개를 분석하였으며, 대부분의 데이터는 2011년 5월부터 2013년 8월까지 2년 4개월간의 블룸버그 데이터베이스를 활용하였다. 인과지도는 회귀분석을 이용하였다.
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Aid Effectiveness in Practice: A Case Study on the National Data Center in Mongolia
홍성걸,이상준,Hong, Sung Gul,Lee, Sang Joon The Society of service Science 2013 서비스연구 Vol.3 No.2
The main purpose of this paper is to examine the aid effectiveness of ODA projects through a case of an e-Government ODA. The case at hand is the Mongolian National Data Center project, which was supported by Korea International Cooperation Agency in 2007~2009. In this paper, we analyze aid effectiveness through a case instead of a long-term macroeconomic analysis. By using OECD DAC guideline for performance evaluation of ODA project combined with PRM (Performance Reference Model) for evaluating e-Government, authors undertakes a post-implementation evaluation on the Mongolian NDC project. The result shows that the NDC project has been relevant and implemented effectively and efficiently given the political instability incurred by the election fraud in 2008. However, there have been problems as well. Provision of defected monitors was a critical problem while disagreement on the safety of the building was lasted for two more years to be settled. Some comments on the training program are also worth to hear to ameliorate similar projects. But more fundamental problems are found in impacts and sustainability areas. Low political status of ICTPA as a coordinating organization for ICT ODA and unstable job security of NDC are serious hurdles to increase effectiveness and efficiency of NDC. ICTPA has played very limited roles in coordinating government-wide ICT ODA projects because it lacks actual power and control over them. Other government organizations do not fully trust NDC as a reliable government data center due to low political status and lack of job security. Thus critical factors to affect the effectiveness and efficiency of e-Government ODA projects are political and organizational instead of economic.
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