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        • KCI등재후보

          서비스산업의 IT활용수준 평가모델 개발

          김현수(Hyunsoo Kim) 한국IT서비스학회 2008 한국IT서비스학회지 Vol.7 No.1

          '스콜라' 이용 시 소속기관이 구독 중이 아닌 경우, 오후 4시부터 익일 오전 7시까지 원문보기가 가능합니다.

            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.

        • IT서비스산업 종사자의 행복모델과 지수 개발 연구

          양필규(Yang, Pill Kyu),장윤희(Chang, Yun Hee) 한국IT서비스학회 2016 한국IT서비스학회 학술대회 논문집 Vol.2016 No.춘계

          '스콜라' 이용 시 소속기관이 구독 중이 아닌 경우, 오후 4시부터 익일 오전 7시까지 원문보기가 가능합니다.

          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.

        • KCI등재

          IT 기업의 R&D 투자 및 운영 효율성 분석 : 서비스업 및 제조업의 비교를 중심으로

          김창희(Changhee Kim),이규석(Gyusuk Lee),김수욱(Soowook Kim) 한국IT서비스학회 2016 한국IT서비스학회지 Vol.15 No.2

          '스콜라' 이용 시 소속기관이 구독 중이 아닌 경우, 오후 4시부터 익일 오전 7시까지 원문보기가 가능합니다.

          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

        • KCI등재

          대형 IT서비스기업의 경영성과 요인 분석 및 성장모델

          강운식,김현수,안연식 한국IT서비스학회 2010 한국IT서비스학회지 Vol.9 No.1

          '스콜라' 이용 시 소속기관이 구독 중이 아닌 경우, 오후 4시부터 익일 오전 7시까지 원문보기가 가능합니다.

          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.

        • KCI등재

          글로벌경쟁력 관점의 IT서비스산업정책 연구

          김현수(Hyunsoo Kim) 한국IT서비스학회 2010 한국IT서비스학회지 Vol.9 No.1

          '스콜라' 이용 시 소속기관이 구독 중이 아닌 경우, 오후 4시부터 익일 오전 7시까지 원문보기가 가능합니다.

          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

        • KCI등재

          노인요양시설의 웰니스 IT서비스 활용에 관한 연구

          박영석(Youngsuk Park),진성광(Sungkwang Jeen),김석(Seog Kim),최정일(Jeongil Choi) 한국IT서비스학회 2020 한국IT서비스학회지 Vol.19 No.5

          '스콜라' 이용 시 소속기관이 구독 중이 아닌 경우, 오후 4시부터 익일 오전 7시까지 원문보기가 가능합니다.

          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.

        • KCI등재

          IT 융합서비스 및 활용기술의 기술속성에 관한 연구

          김동관(Dong Kwan Kim),백동현(Dong Hyun Baek),진희채(Heui Chae Jin) 한국IT서비스학회 2010 한국IT서비스학회지 Vol.9 No.2

          '스콜라' 이용 시 소속기관이 구독 중이 아닌 경우, 오후 4시부터 익일 오전 7시까지 원문보기가 가능합니다.

          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

        • 한국 IT Service 기업의 Offshore Delivery Center 추진 전략에 대한 연구

          유진호(Yoo Jin-ho),김웅(Kim Woong),김태균(Kim Tae-gyoon),정재호(Chung Chae-ho),안용현(Ahn Yong-hyun) 한국IT서비스학회 2009 한국IT서비스학회 학술대회 논문집 Vol.2009 No.3

          '스콜라' 이용 시 소속기관이 구독 중이 아닌 경우, 오후 4시부터 익일 오전 7시까지 원문보기가 가능합니다.

          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.

        • IPTV기반 방통융합 양방향 VOD형 공공서비스 구현 방안

          박주기(Park, Joo Gi),김형래(Kim, Hyung Rae),이성재(Lee, Sung Jae),박길주(Park, Gil Ju),최은복(Choi Eun Bok) 한국IT서비스학회 2009 한국IT서비스학회 학술대회 논문집 Vol.2009 No.1

          '스콜라' 이용 시 소속기관이 구독 중이 아닌 경우, 오후 4시부터 익일 오전 7시까지 원문보기가 가능합니다.

          방송통신 융합 환경에서 공공서비스를 제공하기 위한 표준화나 규격정립이 안되어 있어 현 시점에서 대국민 서비스를 제공하기 위해서는 IPTV 사업자별로 별도의 IPTV 서비스 개발 및 제공이 필요하며, 이에 따른 중복투자 및 운영의 비효율성이 우려된다. IPTV기반 방통융합공공서비스를 제공함에 있어 공공기관과 IPTV사업자들의 중복투자를 막고 효율적인 서비스 제공을 위해 복수의 공공기관과 복수의 IPTV사업자간 효율적인 서비스연동 및 통신망 연동을 위한 체계 정립이 필요하다. 또한 One Source Multi-use 구현을 위한 ACAP-J기반의 서비스 표준플랫폼 정립을 통한 상호 연계 방안 확립이 요구된다. 이에 본 논문에서는 ACAP-J기반의 One Source Multi-use를 위한 양방향VOD형 공공서비스 제공 방안과 관련 규격을 제안한다.

        • KCI등재

          콜센터 상담원의 감성지능, 조직시민행동과 IT활용능력이 직무성과에 미치는 영향에 관한 탐색적 연구 : 상담원의 경력 비교

          이병훈 한국IT서비스학회 2014 한국IT서비스학회지 Vol.13 No.2

          '스콜라' 이용 시 소속기관이 구독 중이 아닌 경우, 오후 4시부터 익일 오전 7시까지 원문보기가 가능합니다.

          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.

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