Earticle

기업의 지식 자원은 조직의 지속 가능한 성장을 촉진하는 역할을 한다. 이에 기업은 조직의 구성원들이 새로운 지식 자원을 원활하게 탐색하고 개발할 수 있도록 지원해 주어야 한다. 기업은 보유하고 있는 지식 자산을 통해 기존의 지식을 개선하거나 새롭게 생성할 수 있어야 하며, 이를 위해 기업은 지속적으로 구성원들에게 정보와 인프라를 제공해야 한다. 이러한 정보와 인프라를 외부로부터 수혜 받는다면 해당 서비스를 지식서비스라 할 수 있다. 기업이 보유하고 있는 지식서비스의 다양성 수준은 매우 높다고 할 수 있다. 이에 본 연구는 지식서비스 유형을 분류할 수 있는 지식서비스 유형 매트릭스를 제시하였으며, 지식서비스 이용자들의 개선된 성과를 역량모델을 기반으로 기초역량(개인역량, 학술 역량)과 산업역량(R&D 역량, 기술역량)으로 정의하여 측정지표를 제시하였다. 본 연구는 세 가지 지식서비스 유형(정보제공형, 정보분석형, 인프라형)에 대한 지식서비스 품질(정보품질, 시스템품질)과 산업역량(R&D 역량, 기술역량) 간의 관계에 있어 기초역량(개인역량, 학술역량)의 매개효과를 분석할 수 있는 연구모형을 제시하였으며, 이용자 집단(대학, 민간기업체, 정부기관)에 따른 지식서비스 품질과 지식서비스 역량 차원의 차이를 분석하였다. 분석결과 지식서비스 유형에 따른 기초역량의 매개효과 (완전매개, 부분매개)가 명확하게 차이를 보였으며, 소속집단에 따른 지식서비스 품질과 지식서비스 역량의 차이도 제시하였다. 본 연구는 지식서비스의 유형 분류, 지식서비스 유형에 따른 속성 및 지식서비스 역량 지표를 고민하는 연구자들에게 학술적, 실무적 시사점을 제시하는 연구이다.

The knowledge resources take a role in promoting the sustainable growth of organization. Therefore, it is important for the members of organization to acquire knowledge consistently so that the company can continue to grow. Knowledge service is the field that provides information and infrastructure which enable the members of organization to acquire new knowledge. As we recognized the importance of knowledge services, we analyzed the level of knowledge service management and development through the impact of knowledge quality on user capabilities. First, the matrix of knowledge patterns was presented based on the type of information and the level of customer interaction. According to patterns, the knowledge service was classified into three types of information providing, information analysis, and infrastructure, and then the results of structural model analysis were presented for each type. It found that the impact of knowledge service quality on user competence was different according to the type of service. The results suggested new indicators for measuring the performance of knowledge services, and provided information for reconstructing services based on the user considering the integrated operation of knowledge service and organizational designing knowledge service.

지식정보의 가치는 지식에 경제적 가치를 부여하여 산업적 활용도를 높이는 일련의 과정으로 진화하고 있어 글로벌 지식활동 및 서비스에 관련된 관심들은 매우 높다고 할 수 있다. 또한, 고객의 요구에 부합한 질 높은 수요자 중심의 지식서비스 활동을 촉진시키기 위하여는 지식에 대한 서비스의 개념을 구체적으로 정의하고, 지식서비스 프로세스를 최적화하여야 한다. 이에 적합한, 국내 지식기반의 지식서비스 모형이라 할 수 있는 ReSEAT Program은 과학기술 분야에서 오랜 기간 몸담아온 고경력 과학기술인들의 현장감 있는 노하우에 한국과학 기술정보연구원(KISTI)의 방대한 과학기술 정보들이 접목되어 최신의 과학기술 정보들이 생산되어 연구개발 종사자 및 혁신형중소기업, 연구 클러스터/조합 등 전문분야 이용자들을 대상으로 서비스하고 있다.

클라우딩 컴퓨팅과 스마트 환경에서 디지털 혁명이라 할 수 있는 디지털 콘텐츠 시장의 규모는 상상을 초월할 만큼 큰 시장을 형성한다. 앞으로 콘텐츠 산업의 성장은 우리 미래의 먹거리를 책임질 중요한 산업으로 성장하고 있다. 해리포터 시리즈가 지금까지 벌어들인 돈이 현대자동차가 10년 동안 벌어들인 순익을 능가한다고 한다. 이렇듯 높은 경제적 파급력을 지닌 문화산업 발전의 핵심 동력인 디지털콘텐츠산업 시장은 매년 높은 성장률을 기록하고 있다. 본 연구는 지식서비스 융합시대에 콘텐츠 관련 이해관계자의 협업을 통하여 디지털저작권거래소에 참여할 수 있는 방안에 대하여 유사한 증권거래소, 전자문서유통, 공인인증 등과 관련된 선행 논문을 토대로 디지털저작권거래소 활성화를 위한 거래소에 참여하는 이해관계자의 적극적인 이용의도에 대해 기술수용모형을 활용하여 이용의도에 미치는 요인을 찾고 저작권산업의 유통체계 및 건전한 이용질서 확립을 통한 저작권산업육성에 기여할 것으로 본다.

Digital contents market has been drastically increasing under Clouding Computing and Smart Phone environment. The Contents industry is going to be more essential portion than manufacture or service industry in the near future. One good example of high value-added contents is the Harry Potter series which exceeds 10 years' net profit of Hundai automobile company. This one example shows us very well that digital contents market as a core-engine for culture industry development is economically influential and attractive as well. This study focuses on activation of Digital Copyright Exchange in knowledge service convergence era. First, it examines other services like stock exchange, electronic documents and authentication certificate etc. which are similar to DCE service. Then it analyzes what factors make copyright industry have interested in the DCE the through technology acceptance model. Based on the results of the analysis, finally, this study evaluates how the DCE contributes to copyright industry overall including fair utilization of works.

Virtual community is a social aggregation to attain some goals in an IT-supported virtual space (Lee et al., 2002). As lots of virtual communities generate robust and reliable outputs with low control and low incentive, previous researchers was interested in the questions, "why do they participate?" or "how are they controlled?". But, as Katz (1964) said, the most important part of the high-performing organization is the behaviors of members in the organization. Therefore, this research is to examine the relationship between the performance and the behaviors of participants in the virtual community.First, we propose 6 types of behaviors related to high performance in the virtual community: 'Continuous Attendance', 'Complying with the organizational value, policies, and regulations', 'Protection', 'Suggestion for the improving', 'Self-training', and 'Favorable behavior'. The six types of behaviors are extracted from the framework of Katz (1964) and Brief and Motowidlo (1986).The reason why each behavior is positively related with high-performance is that those who continuously attend have more responsibility than temporary participants do; complying with the rules of a virtual commun-ity means that they may make more reliable outcome; 'Protection' is one of the prosocial-behaviors and those who protect the community may concern the benefit of the virtual community when they participate; those who suggest some ideas for improvement may contribute to the virtual community; 'Self-training' behavior means that participants really want to have high quality in their contribution; those who have 'Favorable attitude' consider other members in the virtual community when they participate.Then, we perform an empirical analysis with the survey from participants in the Knowledge service of Naver.com, to show those behaviors are associated with the high-performance. To make the measurement for the six behaviors, we use CVR (content validity ratio) method (Lawshe, 1975), interviewing 12 experts. The dependent variable, performance of participation, is measured by 'ratio of selected answer' given by the Naver.com. We use email survey. We sent 1200 emails to randomly selected participants in the knowledge service and received 282 responses. The results of our empirical analysis show that 4('Continuous Attendance', 'Suggestion for the improving', 'Self-training', 'Favorable attitude') are positively related to the performance, but 2('Complying with the organizational value, policies, and regulations' and 'Protection') are not significant. In line with Fitzgerald (2006), we expect that participants in the virtual community may behave similarly to employees in the off-line firms for the high performance. But 2 behaviors have different results.The reason that the 'Complying with the organizational value' behavior is not sufficiently related to perform-ance is that the motivation of participants is more related to intrinsic pleasure or altruism than external reward. Also, the ‘Protection’ behavior has no significant relationship with performance, which means that the high-performing participants have little concern about the problems in the community.

본 연구는 한국의 KIBS 산업을 P-KIBS와 T-KIBS로 구분한 후 그 하위의 세부 부문의 고용창출효과를 분석하였고 이를 통해 KIBS와 하위 세부 부문이 한국 경제에서 어떠한 고용 특성을 나타내는지 파악하였다. 분석을 수행하기 위해 한국은행에서 최신 발행된 2019년 산업연관표 와 시간적 비교를 위해 2015년 산업연관표를 이용하였다. 분석 결과 한국의 KIBS 산업은 직접고용효과가 평균보다 높고 고용유발효과는 평균 보다 낮은 직접고용우위 기술로 분류되어 산업 자체의 직접고용에 우위가 있는 산업인 것으로 파악되었다. KIBS 부문별로 살펴보면, P-KIBS 는 직접고용효과와 고용유발효과가 평균보다 높은 고용창출 부문으로 분류되어 직접고용뿐만 아니라 다른 산업의 고용에도 기여하는 것으로 파악되었고, T-KIBS는 직접고용효과가 평균보다 높고 고용유발효과는 평균보다 낮게 나타나서 직접고용우위 부문으로 분류되었다. 이처럼 KIBS의 부문들은 각기 다른 고용 특성을 나타내는 것으로 확인되었다. 이러한 결과는 산업 자체의 육성과 고용 그리고 다른 산업이 KIBS을 어떻게 활용할 것인가에 대한 정책을 수립할 때 유용한 정보로 활용될 수 있다.

This study divided Korea's Knowledge-Intensive Business Services (KIBS) industry into P-KIBS and T-KIBS, analyzing the employment creation effects of these sub-sectors to identify their employment characteristics and roles in the Korean economy. To achieve this, the employment creation effect was examined using the 2015 input-output table for historical comparison with the recently published 2019 input-output table by the Bank of Korea. As a result of the analysis, Korea's KIBS industry was classified as a technology with direct employment advantages, exhibiting a higher-than-average direct employment effect and a lower-than-average employment-inducing effect. Examining each KIBS sector, P-KIBS was categorized as a job creation sector with above-average direct employment effects and employment inducement effects, contributing not only to direct employment but also to employment in other industries. Lastly, T-KIBS exhibited a higher-than-average direct employment effect and a lower-than-average employment inducement effect, classifying it as a sector with a direct employment advantage. In this way, it was confirmed that each sector of KIBS exhibits distinct employment characteristics. These findings can serve as valuable information when formulating policies for the industry's development and employment, as well as for determining how to effectively utilize KIBS in other sectors.

최근 데이터 계측 기술과 ICT 기술이 발달함에 따라 수자원 데이터의 계측 방법과 활용 방법이 다양해지 고 있다. 이러한 데이터 수집 방식의 변화는 데이터의 양적·질적 다양성이 확대되는 결과를 가져왔으나 동시에 데이터 간 수집 주기, 단위, 포맷 등이 상이해지는 문제점이 발생하였다. 또한 우리나라는 기관별, 부처별, 목적별로 수자원 데이터가 생산되어 분산 관리되고 있어 데이터 간 연계 및 통합과 활용이 어려운 실정이다. 이에 본 연구는 다양한 기관에서 생성 및 공유되는 수자원 데이터를 연계, 활용, 분석하 기 위한 물지식정보관리 서비스(W-KMS) 프레임워크를 설계하였다. W-KMS 프레임워크 설계를 위하여 수자원 데이터와 연계 방안을 정의하였다. 또한, 데이터 툴킷(toolkit)과 지식맵(knowledge map)으로 구성 되는 W-KMS 프레임워크의 구조와 기능, 화면을 설계하였다. 향후 본 연구를 통해 설계한 W-KMS 프레임 워크를 사용할 경우, 기관별로 분산되고 형식이 달라 활용이 어려웠던 수자원 데이터에 대한 비효율적 관리 문제를 해결하고 수자원 데이터에 대한 사용자별, 데이터 분류별, 수집장소별 효과적인 활용이 가능할 것으로 예상된다.

With recent advances in data measurement technologies and ICT, methods for measuring and utilizing water resources data have diversified, leading to greater quantitative and qualitative diversity but also to differences in collection intervals, units, and formats across datasets. In Korea, water resources data are produced for different purposes by multiple agencies and ministries and are managed in a dispersed manner, making linkage, integration, and utilization difficult. Accordingly, this study designed a Water Knowledge Management Service(W-KMS) framework to link, utilize, and analyze water resources data generated and shared by various institutions. We defined the datasets and linkage approaches for the W-KMS and designed its structure, functions, and user interfaces; the framework comprises a data toolkit and a knowledge map. The proposed W-KMS framework is expected to resolve the inefficient management of dispersed and heterogeneous water resources data, enabling effective use by user group, data category, and collection location.

This study aims to investigate which motivation stimulates contributors in open knowledge sharing services. Integrating motivation for volunteering and open source development, first order factors for motivation are determined, and each impact on attitude to contribution and actual contribution is analyzed by surveying online contributors. The results verify the path from motivation to attitude and behavior in the online open knowledge sharing context. Moreover, the results imply that contributors tend to be affected more by intrinsic motivation than extrinsic motivation. This study proposes an integrated structure of the motivation, attitude, and behavior in the online context and uncovers the motivation of contributors of online open knowledge sharing services. Moreover, in the field of e-business, the results will guide web service developers and strategy managers to develop better open knowledge sharing services with more crowds and to encourage the crowds to become actual contributors.

본 연구는 다차원 개념인 정보품질이 지식검색서비스 구매동기 및 구매의도에 미치는 영향을 실증 자료를 이용해 분석한 논문이다. 정보 검색 및 정보탐색과 관련된 기존 연구의 대부분은 (1) 정보의 량, (2) 개인 특성, 그리고 (3) 상황변수가 의사결정의 품질과 의사결정 결과에 미치는 영향을 연구하는 데 초점을 두고 있다. 따라서 대부분 정보품질이 의사결정에 미치는 영향에 대한 연구를 간과하고 있는 약점을 가지고 있다. 기존 연구에서 나타난 이러한 단점을 줄이기 위한 방안의 하나로 본 연구는 정보 특성을 정확성, 전문성, 시의성, 객관성, 적합성, 및 완전성 등 여섯 가지 차원으로 파악하고 이들이 의사결정에 미치는 영향을 파악하고자 하였다. 특히 이 다차원 개념으로서의 정보품질에 대한 연구는 마케팅관점, 즉, 소비자 관점에서 연구된 것이 매우 드물다. 보다 구체적으로 보면 본 연구는 다차원 개념으로써의 정보품질이 소비자의 이용동기와 구매의도에 미치는 영향을 소비자관점에서 고찰하고 있다. 국내 지식검색이용자 3734명을 대상으로 실시한 설문조사 결과를 바탕으로 실증분석을 하였으며 구조방정식모델을 이용하여 가설을 검증하였다. 연구 결과, 정보품질 구성 요인인 정확성, 전문성, 시의성 및 적합성은 이용동기인 이용편의성과 유용성에 긍정적인 영향을 주는 것으로 나타났으나 적합성은 유용성에만 영향을 주는 것으로 나타났다. 하지만 즐거움에는 시의성과 적합성 두 개념만 긍정적인 영향을 주는 것으로 결과는 제시하고 있다. 그리고 소비자의 이용동기인 편의성과 유용성은 구매의도에 긍정적인 영향을 주는 것으로 나타났으나 즐거움에는 영향을 주지 않는 것으로 나타났다. 그리고 본 논문의 결론 부분은 이론적 시사점, 실무적 시사점, 논문의 한계점 및 향후 연구 방향 등을 논의하고 있다.

The present study deals with the impact of multi-dimensional concept of information quality on a user motives and their intentions to use knowledge search services. Previous literature shows that most studies of information search and processing have investigated the impact of (1) the amount of information, (2) personality characteristics, (3) and situational variables on decision-making quality and results, and have neglected the importance of information quality and its influence. To fill this gap, the present study identified six dimensions of information quality such as accuracy, expertness, timeliness, objectivity, relevancy, and completeness from previous systems research. The information quality dimensions have never been investigated from the perspective of consumers. The present study investigated the impact of this multi-dimensional concept of information quality on consumer motives and intentions from the perspective of the consumers. A survey result of 373 consumers using knowledge search services in Korea has confirmed that while accuracy, expertness, timeliness, and relevancy had a positive impact on the perceived ease of use, accuracy, expertness, objectivity, and relevancy had a positive impact on the perceived usefulness. Only two factors such as timeliness and relevancy had a positive influence on the perceived enjoyment. The current results also demonstrated that consumer motives such as the perceived ease of use and perceived usefulness, with the exception of the perceived enjoyment, are critical factors with increasing the user intention. Theoretical, practical implications and limitations of the present study are discussed in the conclusion.

이 연구는 중국 예비교사와 현직교사의 테크놀로지-교수내용지식(TPACK) 차이를 분석하고, 그 차이에 영향을 미치는 통계학적 변인이 무엇인지 알아보고자 계획되었다. 연구 참여자는 중국 닝샤의 예비교사 335명, 현직교사 232 명 등 총 567명이며, TPACK 수준에 대해 온라인 설문지에 응답하였다. 연구결과는 다음과 같다. 첫째, 현직교사는 예비교사에 비해 TPACK 모든 영역에서 높게 나타났다. 둘째, 현직교사와 예비교사의 TK 차이에 대해 성별 상호작용 효과가 나타났다. 이 연구는 중국의 예비교사와 현직교사 간의 TPACK 차이를 분석함으로써 중국 교사의 TPACK 역 량 향상을 위한 실천적 제언을 제시하였다는 데 그 의의가 있다. 마지막으로, 이 연구의 결과에 따라 논의하였으며, 후속연구를 제언하였다.

The purpose of this study is to analyze the TPACK differences between pre-service and in-service teachers in China, and determine demographic influence variables on the differences between them. The participants of this study were 567 teachers, including 335 pre-service teachers and 232 in-service teachers from Ningxia, China. The results are as follows: First, The in-service teachers in the seven areas of TPACK scored higher than those of pre-service teachers; Second, The comparison of the average difference between teacher division and gender shows that the two factors have an interactive effect on TK. This study is meaningful because it compared the TPACK differences between pre-service and in-service teachers, and found out the effect of gender interaction on the differences in China; It provides practical suggestions for improving the TPACK ability of Chinese teachers. Finally, the discussion was conducted based on the results, and a follow-up study was suggested.

Customers are now demanding ever better service from customer service representatives (CSRs) to create superior customer service. Accordingly, CSRs are required to have more specialized knowledge and abilities of customer service. This study examines the roles of accumulated customer knowledge in electronic knowledge repositories (EKRs), which a firm has developed for customer service over time to enhance CSRs’ work capabilities and work performance, in the context of call centers. To test the proposed research model and hypotheses, we conducted LISREL analysis using 261 responses collected on CSRs working for inbound call centers. The key results are as follows. First, accumulated customer knowledge in EKRs enhances CSRs’ knowledge utilization and service expertise during the customer contact. Second, CSRs’ knowledge utilization reinforces service expertise. Finally, service quality depends on CSRs’ knowledge utilization and service expertise, but it is not directly related to accumulated customer knowledge. Overall, the findings suggest that accumulated customer knowledge in EKRs enhances CSRs’ knowledge utilization and service expertise, and thereby leading to superior service quality.

IT service management system presents useful process which needs to handle Incident / Change / Release / Problem / Configuration managements. Many people use ITSM into lots of their IT processes. However, there are few ways to share their ideas directly. Some people can share their ideas by using forums, messengers, and etc. These methods are not connected directly with ITSM, so people need to use outside methods. Knowledge management system is the best answer to share their ideas, which can be connected with ITSM directly. If this system is added into ITSM, people will share their ideas with inside methods easily. To share their knowledge, both system would support this function. For example, Knowledge Management should bring steps of IT Service Management, while ITSM should have keyword for helping users to find knowledges from KMS. Therefore, adding Knowledge Management on IT Service Management would help people to share knowledges while they are working.

This study explores how experiential knowledge (EK) and received knowledge (RK) are integrated in pre-service language teachers’ written reflections to solve pedagogical problems, adopting constantcomparative analysis method outside of Grounded Theory. For this end, forty-one entries of reflective journals, written for problem solving by seven pre-service English teachers in Korea, were collected in a course entitled ‘English Language Teaching Theory into Practice’. One month after the course ended, each entry was re-reflected by the participants to identify whether it inclucded their EK and RK. All the statements in each entry, which had been reported to include EK or RK explicitly or implicitly, were repeatedly read until themes related to problem solution emerged. The results show that EK and RK can be significant resources in the practice of reflection for problem solving. However, the results also indicate the difference: EK is more applicable for the statements of a basis of problem determination or of a cause of a problem while RK is more employed to state a solution to a problem. Implications of this study were presented and discussed.

본 연구는 경상남도 소방공무원들을 대상으로 소방행정조직의 사회적 자본이 지식공유에 미치는 영향력과 이러한 지식공유가 소방행정서비스 성과에 미치는 영향을 검정하였다. 본 연구의 분석결 과는 다음과 같다. 첫째, 관계적 사회적 자본을 제외하고 구조적 사회적 자본과 인지적 사회적 자본 은 정보공유에 통계적으로 유의미한 영향을 미치는 것으로 조사되었다. 즉 구성원간의 공동목표 인식과 비전공유 및 조직공유문화에 대한 이해도가 높을수록 구성원들 간의 정보공유는 촉진되는 것으로 나타났다. 그러나 관계적 사회적 자본은 구성원 간의 정보공유를 높이지 못하는 것으로 나타 났다. 둘째, 소방행정서비스 성과는 구조적 사회적 자본을 활성화하여 정보공유를 극대화할 때 향상 될 수 있음을 확인하였다. 본 연구는 다음과 같은 한계점을 가진다. 횡단면적 방법을 사용하였으나 소방행정서비스 성과는 시간이 지남에 따라 바뀔 수 있음으로 향후 연구는 종단적 연구를 통해 소방 행정서비스 성과를 검증하는 것이 중요하다. 그리고 조직문화가 다를 경우 서비스성과에 미치는 영향도 다를 수 있다는 점이다.

The purpose of this study is to investigate the effect of social capital on knowledge sharing and the effect of knowledge sharing on the service performance of fire service administration. The structural relationship among those variables were analyzed based on the data collected from fire service officers in Gyeongnam province in South Korea. This study categorized social capital into three dimensions: structural, cognitive and relational. The results of this study are as follows. Both structural social capital and cognitive social capital have a statistically significant effect on information sharing, while the effect of relational social capital is not significant. This finding implies that, the higher level of understanding of common goal, vision sharing and organizational sharing culture among members, the more information sharing among members is promoted. However, relational social capital does not increase information sharing among members. It is also confirmed that fire service performance can be improved when information sharing is maximized by facilitating structural social capital. Further studies should address temporal patterns of their service performance and different effects by different organizational culture.

In the service-oriented economy, knowledge and skills are considered core resources to secure competitive advantages and service innovation. Knowledge management capability, which facilitates to produce, share, accumulate and reuse knowledge, becomes as important as knowledge itself to create service value. Along with knowledge management capability, dynamic capability and operational capability are the key capabilities related to managing service delivery processes. Previous studies indicated that these three capabilities are related to service innovation. Although separately investigate the relationship between the three capabilities. The purpose of this study is 1) to define variables that have effects on service innovation including knowledge management capability, dynamic capability and operational capability, and 2) to empirically test to identify relationship among variables. In this study, knowledge management capability is defined as the capability to manage knowledge process. Dynamic capability is regarded as the firm's ability to integrate, build, and reconfigure internal and external competences to address rapidly changing environments. Operational capability refers to a high-level routine that, together with its implementing input flows, confers upon an organization’s management a set of decision options for producing significant outputs of a particular type. The proposed research model was tested against the data collected through the survey method. The survey questionnaire was distributed to the managers who participated in an educational program for management consulting. Each individual who answered the questionnaire represented a knowledge based service firm. About 212 surveys questionnaires were sent via e-mail or directly delivered to respondents. The number of useable responses was 93. Measurement items were adapted from previous studies to reflect the characteristics of the industry each informant worked in. All measurement items were in, 5 point Likert scale with anchors ranging from strongly disagree (1) to strongly agree (5). Out of 93 respondents, about 81% were male, 82% of respondents were in their 30s. In terms of jobs, managers were 39.78%, professions/technicians were 24.73%, researchers were 12.90%, and sales people were 10.75%. Most of respondents worked for medium size enterprises (47,31%) in their, less than 30 employees (46.24%) in their number of employees, and less than 10 million USD (65.59%) in terms of sales volume. To test the proposed research model, structural equation modeling (SEM) technique (SPSS 16.0 and AMOS version 5) was used. We found that the three organizational capabilities have influence on service innovation directly or indirectly. Knowledge management capability directly affects dynamic capability and service innovation but indirectly affect operational capability through dynamic capability. Dynamic capability has no direct impact on service innovation, but influence service innovation indirectly through operational capability. Operational capability was found to positively affect service innovation. In sum, three organizational capabilities (knowledge management capability, dynamic capability and operational capability) need to be strategically managed at firm level, because organizational capabilities are significantly related to service innovation. An interesting result is that dynamic capability has a positive effect on service innovation only indirectly through operational capability. This result indicates that service innovation might have a characteristics similar to process innovation rather than product orientation. The results also show that organizational capabilities are inter-correlated to influence each other. Dynamic capability enables effective resource management, arrangement, and integration. Through these dynamic capability affected activities, strategic agility and responsibility get strength. Knowledge management capability intensify dynamic capability and service innovation. Knowledge management capability is the basis of dynamic capability as well. The theoretical and practical implications are discussed further in the conclusion section.

The success of technology integration lies in teachers as designers of technology, pedagogy, and content. Their creativity in this regard involves technological pedagogical content knowledge (TPCK). In light of limited studies on EFL teachers’ TPCK, this study examined the TPCK of three junior high EFL teachers attending a 12-week CALL workshop in Taiwan through lesson plan analysis and stimulated recall. Results show that these teachers demonstrated a common, though somewhat different, understanding of technology integration in EFL teaching contexts. Specifically, they demonstrated a common knowledge of prioritizing grammar teaching through computer technology and a common preference for incorporating PowerPoint, Hot Potatoes, weblog, and the Internet into language teaching. Their use of technology in teaching further suggests a common understanding that technologies could be integrated into traditional teaching sequence and instructional strategies. These findings help build an understanding of EFL teachers’ application of computer technologies to their teaching contexts.

This study investigated how pre-service English teachers develop and use MICT (mobile information and communication technology)-TPACK (technological pedagogy and content knowledge) to select and use mobile applications for their micro teaching in a pre-service teacher training program. Although mobile technology has rapidly developed with the adoption of mobile multimedia devices and applications, the use of pre-service teachers’ TPACK is still limited to lower-level searches and to a mere tool for content presentations. The participants were nine students in a pre-service teacher training course in a four-year women’s university. Several research methods such as surveys, participant observations, micro teaching and interviews were utilized. The results of the study show the concept of TPACK needs to be extended to MICT-TPACK in this mobile age. The use of pre-service English teachers’ MICT-TPACK impacted and changed their concept of pedagogy to heutagogy. The teachers used mobile applications to facilitate their students’ inquiry-based learning of English as a subject as well as a medium of digital literacy. In order to select mobile applications for their lesson, the teachers developed a modified version of quality criteria for mobile applications. This study suggests there should be well-developed quality criteria for evaluating affordances of mobile applications.

This study attempts to examine the importance of social capital in customer service organizations and clarifies how translates into organizational performance through knowledge management activities. A survey was conducted with the customer service employees, and 256 questionnaires were used for an empirical analysis with smart partial least squares (PLS). The analysis found that relational capital had a positive effect on both the knowledge management components of knowledge sharing and knowledge conversion, while structural capital significantly influenced knowledge sharing. In addition, human capital positively affected knowledge conversion. Both knowledge sharing and knowledge conversion significantly influenced organizational performance. This study proposed a conceptual framework of social capital that influences organizational performance mediated by an organization’s knowledge management activities. Based on the results, we suggest practical guidelines for managing social capital and recommend areas of improvement for customer organization’s managers and employees.

목적: 본 연구는 미용서비스업에서 인적자원관리, 지식공유가 이직의도에 미치는 영향 관계를 알아보고자 한다. 방법: 미용서비스 업 종사자를 대상으로 자료를 수집하였고, Statistical Package for the Social Sciences (SPSS) 22.0을 이용하여 분석하였다. 분석방 법은 빈도분석, 요인분석, 신뢰도 분석, 다중회귀분석이 사용되었다. 결과: 인적자원관리 요인인 교육관리, 직무관리, 보상관리, 채 용관리가 이직의도 요인인 동일분야 이직의도와 타분야 이직의도에 유의미하게 영향을 미치는 것으로 나타났고, 지식공유 요인인 지식저장, 구조적 공유, 관계적 공유, 개인적 공유도 동일분야 이직의도와 타분야 이직의도에 유의미하게 영향을 미치는 것으로 나 타났다. 결론: 본 연구결과가 미용서비스업의 발전을 위한 기초자료로 활용되기를 바라며, 미용서비스업의 이직률을 줄이는 방안 으로 인적자원관리와 지식공유의 중요성을 인식하고 체계적인 전략방안을 수립하여야 할 것으로 사료된다

Purpose: This study intended to investigate the effects of human resource management and knowledge sharing on turnover intention in the beauty service industry. Methods: Data were collected from workers in the beauty service industry and analyzed using Statistical Package for the Social Sciences (SPSS) 22.0. The collected data were processed through frequency analysis, factor analysis, reliability analysis, and multiple regression analysis. Results: The results showed that human resource management factors, such as education management, work management, compensation management, and employment management had significant effects on turnover intention for the same field or different fields. Also, knowledge sharing factors, such as knowledge storing, structuring sharing, relational sharing, and personal sharing significantly influenced the turnover intention for the same field or different fields. Conclusion: It is hoped that the results of this study will provide basic data for the development of the beauty service industry, showing that it is necessary to recognize the importance of human resource management and knowledge sharing as a way to reduce turnover in the beauty service industry and map out systematic strategic measures.

目的: 在美容服务业中，人力资源管理与知识共享对离职倾向的影响。方法: 在美容服务业从业人员中，收集资料，并采 用Statistical Package for the Social Sciences (SPSS) 22.0进行统计分析。采用频度分析，因子分析，可靠性分析，多元回 归分析等分析方法来进行数据处理。结果: 教育管理、工作管理、薪酬管理、就业管理等人力资源管理因素对同一领域 或不同领域的离职倾向有显著影响。知识储存、组织共享、关系共享和个人分享等知识共享因素对同一领域或不同领域 的离职倾向有显著影响。结论: 本研究结果将为美容服务业的发展提供了基础数据。为了降低美容服务业的离职率，必 须认识到人力资源管理和知识共享的重要性，并制定系统的战略计划。

본 연구는 디지털 전환 시대의 우편물류 서비스 고도화를 위한 물류 서비스 지식구조를 탐색하는 것을 목적으로 한다. 디지털 전환과 뉴노 멀로 대표되는 최근의 환경적 변화는 우편물류 서비스의 변화를 요구하고 있으며, 우편물류 서비스는 대표적인 보편적 통신서비스로서 효율 성과 보편성을 동시에 고려할 필요성이 있기 때문이다. 물류 서비스 지식구조 탐색을 위해 검증된 형식지인 학술논문 데이터를 WoS (Web of Science) 데이터베이스를 통해 수집하였으며, 수집된 데이터를 통해 저자 키워드의 동시 등장 관계 기반 네트워크(co-word network)를 구축하 였고, 최대신장트리(maximum spanning tree) 추출 및 군집화 분석을 수행하여 물류 서비스의 지식구조를 제시하였다. 그 결과 물류 서비스 분 야에서 효율성 달성을 위한 인공지능 적용 연구가 활발히 진행되고 있는 것을 확인하였으며, 구체적으로는 운송 수단 측면에서의 무인화 관련 지식이 인공지능과 연계성이 높은 것으로 나타났다. 또한 효율적인 물류 시스템 운영을 위한 전제인 ‘사물인터넷(internet of things)’ 노드의 높 은 매개중심성이 확인되었으며, 네트워크 구조 상 다양한 군집에서 환경적 이슈가 강조되고 있는 것으로 확인되었다. 최근 물류 산업에서 강조 되고 있는 라스트 마일(last mile delivery)의 개념은 ‘drone’, ‘UAV’, ‘LiDAR’ 등의 개념과 연결성이 강하게 등장하였다. 이와 같은 물류 서비 스 지식구조 탐색의 결과는 디지털 전환이라는 환경적 변화 속에서 효율성과 보편성을 함께 고려해야 하는 우편물류 서비스 고도화와 관련한 정책적, 사업적 방향성 수립에 기여할 수 있을 것이다.

This study aims to explore the knowledge structure of logistics services for the advanced development of postal logistics services in the era of digital transformation. Recent environmental changes represented by digital transformation and the new normal demand changes in postal logistics services. Postal logistics services, as a representative universal communication service, need to consider both efficiency and universality simultaneously. To explore the knowledge structure of logistics services, academic papers as verified explicit knowledge was collected through the Web of Science (WoS) database. Based on the collected data, a co-word network was constructed using the co-occurrence relationships of author keywords. Subsequently, the maximum spanning tree extraction and cluster analysis were conducted to present the knowledge structure of logistics services. The results revealed that research on the application of artificial intelligence for achieving efficiency in logistics services is actively underway, particularly with a high correlation between unmanned transportation systems and artificial intelligence. Furthermore, the high betweenness centrality of 'Internet of Things' nodes was confirmed as a prerequisite for the efficient operation of logistics systems. Environmental issues were emphasized in various clusters in the network structure. The concept of last-mile delivery, which is emphasized in the recent logistics industry, is strongly connected to concepts such as 'drone,' 'UAV,' and 'LiDAR.' The findings from the exploration of the knowledge structure of logistics services can contribute to the formulation of policy and business directions related to the advanced development of postal logistics services. This is particularly important in the context of digital transformation, where efficiency and universality need to be considered simultaneously.