Earticle

IT outsourcing becomes one of the important skills for managing diverse and complex information systems, SLA is considered as an one of the success factors for the successful outsourcing management. Since it helps to establish common goal and provides better visibility of trends and performance, the SLA process must go beyond mere measurement to include a methodology for the ongoing management of service levels, and for the continuous improvement of service activities, functions and processes. Despite SLA is one of the most important skills for the successful outsourcing, few studies have been conducted for academic as well as practical purpose. For this reason, The objective of this study is to develop an SLA’s maturity model and empirically demonstrate how SLA’s maturity level affects its performance through SLA’s maturity model. The major contributions of this study are in two areas. This study contributes to academicians as well as practitioners. First, from the academic perspectives this study tries investigating the maturity level of the SLA based on empirical data. Second, practitioners can self-test their firms’ maturity level using the proposed model. The results of this study show that the SLA’s maturity level affected positively SLA’s performance. It is founded that the SLA’s maturity level had a significant impact on SLA’s performance.

We face with numerous situation of decision making. In this situation, we would make decision through individual’s own information, or others’ decision making with ignoring private information. Also we would make decision through compromise of private information and others’ information. Like this, we call situation to imitate information of previous decision maker, with disregarding private own information, ‘information cascades’ Also, anchoring effects are results of insufficient adjustment from an arbitrary value. In this paper, we examined how information cascades effects and anchoring effects would be generated in the people who use IT technique as instant poll of website. And this paper presents alternatives to decrease information cascades effects and anchoring effects. This exercise provides facts anchoring effects occur when voters can see poll result. And this paper shows that more degree of output difference is deepened, and more anchoring effects occur. Also this paper shows that when website gives positive payoff, more anchoring effects occur.

Since 1999, mobile internet service has been increasing rapidly. According to the Ministry of Information and Communication (MIC) of the Republic of Korea, the size of mobile service market is forecasted to be valued at approximately 10.5 trillion won in 2007. For this reason, many mobile service providers have adopted customer-centered strategy for the successful business in the mobile internet services. Thus, this research examines the rations of service quality, user satisfaction, and additional use intentions with 88 users (male and female) of mobile internet service using structural equation model (SEM). The result shows that there is a difference between male and female using mobile internet service regarding the quality factors of mobile internet service. This study provides some guidelines for the successful strategic planning of customer-centered mobile internet services in gender.

This study intends to examine the effects of CRM on the customer loyalty. Service quality, customer satisfaction, and organizational committment have been tested as mediating factors between the customers" perceived relational efforts and their loyalty. From 236 customers of insurance firms survey data have been collected and analyzed based on the structural equation modeling. The results show that firms" relational efforts have positive impacts on service quality and customer loyalty. Also, this study shows that service quality can play an important mediating role between CRM activities and customer satisfaction as well as organizational commitment, which have shown positive impacts on customer loyalty. Consequently, firms need to design their CRM activities paying more attentions to the service quality attributes, rather than asking too much from the target customers.

Globalization changes in market structures and consumer needs, as well as technology innovations force organizations to adopt new structures and collaborative networks to cope with rapidly changing environments. These Collaborative Networks are based on the idea of virtual enterprise. A virtual enterprise(VE) is a temporary alliance of globally distributed independent enterprises that share core competencies and computer networks. This paper presents a proposal for a methodology to measure a key factor of success and risk. First of all, we chose thirty experts" defines on virtual enterprise, fifteen are academic specialist and other fifteen are from industry. For this study we define twenty two factors determining VE"s success and seventeen factors determining VE"s risk using by Delphi method. And we built the influence model on virtual enterprise. A research model was established according to preceeding research and consensus on experts then the revised model of key factors on virtual enterprise. This survey was based on the Analytical Hierarchy Process (AHP). AHP is an approach to decision making that involves structuring multiple choice criteria into a hierarchy, the assessing the relative important of these criteria, comparing alternative for each criteria, and determining an overall ranking of the alternatives. A model was constructed as 3 level hierarchy. The hierarches are organizational, strategic, technical criteria. For success model on VE has 22 factors and 17 factors for risk model. They are selected by all 30 experts. 14 copies among 30 copies distributed to carry out on the Analytical Hierarchy Process (AHP). Consistency ratio confirm high validity and reliability of instrument and support theoretical model. The results of this study are summarized as follows. (1) This study presented success on VE influenced strategic criteria, and essential factor is Creating a value. Risk on VE influenced strategic criteria, and essential factor is Outcome/Distribution. (2) Its enable that ranking the criteria influence on VE. These are supported VE management and using guideline of VE.

The knowledge based economy requires more and more people to learn new knowledge and skills in a timely and effective manner. These needs and new technology such as computer and Internet are fueling a transition in e-learning. We did the case study of K company, which is leading the business to business e-learning in Korea. We investigated prior studies about e-learning and deduced the major variables composed of learner, tutor, infrastructure, contents, and practice. And then we suggested the successful way of doing the operation for the company"s e-learning. We hope that this research will help the companies that have introduced or consider the adoption of e-learning.

Nowadays, Customer Relationship Management (CRM) has been a competitive edge of many companies. It is critical for companies to get and maintain profitable customers. For the purpose of sustaining this competitive edge, companies should manage the Customer Information (CI) more effectively. The major goals of this research are 1) to identify the activities of the Customer Information Management (CIM) and the factors influencing on the CIM, 2) to show the relationship between the proficiency of the CIM and the CI Quality, and 3) to verify the mediating effects of the proficiency of the CIM process between the influencing factors and the CI Quality. An empirical study was undertaken to test the hypotheses with data from 65 companies. Multiple regression analysis and ANOVA were employed to test the hypotheses. We found that 1) there are 6 activities in the CIM process and 5 factors affecting the CIM, 2) the proficiency of the CIM process is closely related to the CI Quality, and 3) the proficiency of the CIM process plays the mediator between the influencing factors and the CI Quality.

This paper presents and tests a conceptual model of Technology Acceptance Model (TAM) that explains perceived usefulness, perceived ease of use, organizational commitment and turnover intention in terms of psychological commitments in mandatory environments. The model focuses on the psychological commitments (Kelman"s internalization, identification, compliance) as the primary predictors of perceived usefulness, perceived ease of use and organizational commitment. We discuss our current understanding of technology acceptance as well as the notion of mandated use. The results are as follows that organizational commitment is negatively related to turnover intention；perceived usefulness is positively related to organizational commitment；psychological commitments are positively related to organizational commitment, perceived usefulness and perceived ease of use；perceived ease of use is positively related to perceived usefulness in mandatory environments. Through this research, psychological commitments are the strong determinants of technology acceptance in mandatory environments. These findings advance theory and contribution to the foundation for future research aimed at improving our understanding of user adoption behavior in mandatory environments.