Earticle

Ever since it emerged on a widespread basis in the 1990s, electronic performance monitoring of employees has received significant scrutiny in the literature. This particular research examined the relationship among casino electronic performance monitoring characteristics, procedural justice, and service performance. In a sample of 237 casino employees, results are found to be consistent with the stated hypotheses. Feedback tone, whether the feedback was timely, specific, and constructive, opportunities to challenge, whether the company allows employees to appeal, and amount of monitoring, whether amount of monitoring is sufficient, were all positively related to perceptions of procedural justice. And perceptions of procedural justice were positively related to employee service performance.

본 연구의 목적은 서비스 조직에서 직원들이 빈번하게 경험하는 스트레스 원인 중 하나인 고객불량행동이 서비스 성과에 미치는 영향에서 직무소진이 가지는 매개효과를 검증하고 서비스 직원이 보유하고 있는 자원이자 투자인 서비스품질 몰입의 조절효과를 살펴보고자 한다. 본 연구의 표본은 서울지역과 안산지역에서 고객과 대면으로 상호작용하는 서비스 직원(백화점, 레스토랑, 카페, 은행, 보험 영업, 자동차 영업)이며, 총 583부의 유효한 설문지를 수집하여 분석하였다. 본 연구의 목적에 따라 수행된 연구 결과를 요약하면 다음과 같다. 첫째, 고객불량행동은 직무소진을 증가시키는 것으로 나타났다. 둘째, 고객불량행동과 서비스 성과의 영향관계에서 직무소진은 매개역할을 수행하는 것으로 나타났다. 구체적으로, 고객불량행동은 직무소진을 통해서 서비스 성과를 감소시켰다. 셋째, 이러한 매개효과를 서비스품질 몰입이 조절할 수 있는지 살펴본 결과, 서비스 직원이 보유하고 있는 높은 수준의 서비스품질 몰입은 고객불량행동이 직무소진을 통해 서비스 성과에 미치는 매개효과를 증가시키는 결과를 도출하였다. 본 연구에서의 결과를 바탕으로, 고객불량행동이 서비스 성과에 미치는 부정적인 영향을 서비스 매니저와 조직은 적극적으로 대처하여 최소화시켜야 할 것이다.

The purpose of this study was to examine the effects of dysfunctional customer behavior, which is one of the stressors frequently experienced by employees in service organizations, on service performance via burnout and to examine the moderating effect of commitment to service quality. This study collected 583 survey data from frontline employees who work at department store, restaurant, cafe, bank, insurance sales, automobile sales in Ansan and Seoul. The results of study conducted according to the purpose of this study are summarized as follows. First, dysfunctional customer behavior positively influences job burnout. Second, job burnout mediates the relationship between dysfunctional customer behavior and service performance. Third, commitment to service quality increases the indirect effects of job burnout on the relationship between dysfunctional customer behavior and service performance. As in the research results, service manager and organization should actively develop the strategy that minimizes the negative influence of dysfunctional customer behavior on service performance.

The context to enhance proactive service performance needs to be investigated in the hotel industry because extra service efforts are needed to fulfill customer needs. This study aims to investigate the contextual impact of paradoxical leadership(PL) on proactive service performance(PS) mediated through trust in leader(TL). Paradoxical leadership includes five kinds of integration including uniformity and individualization(UI), self-centeredness and other-centeredness(SO), decision control and autonomy(CA), work requirements and flexibility(RF), and distance and closeness(DC). Focused on the hotel industry, the relationships among PL, TL, and PS have been hypothesized based on the existing literature. This study surveys the front-of-house employees of five star hotels using convenience sampling. The number of 272 cases was used for actual analysis and the results were explained using structural equation modeling. The results firstly indicate that CA made a significantly positive influence on TL whereas the impacts of UI, SO, RF, and DC were rejected Secondly UI, CA, and RF positively influenced PS whereas the impacts of SO and DC were rejected. Thirdly TL makes a significant impact on PS. Finally TL mediates for the relationship between CA and PS. This study indicates the context to enhance PS and discusses how to develop paradoxical leadership.

본 연구는 감정노동이 본 연구는 감정노동에 관한 많은 연구들이 주로 감정노동의 부정적 측면을 강조한 나머지 긍정적인 부분에 대한 논의가 부족하였다는 점에서 출발하였다. 노동은 기본적으로 성과 향상을 위한 수단이라는 측면을 고려할 때, 논리적으로는 감정노동 또한 성과 향상에 기여할 수 있을 것이다. 그럼에도 불구하고 기존 연구들 은 감정노동을 스트레스의 주요한 요인이라는 점에 집중한 나머지, 감정노동이 유발할 수 있는 긍정적인 측면을 간 과하였다. 본 연구에서는 감정표현의 규칙을 기준으로 감정노동의 다양성, 빈도, 강도, 지속성의 4가지 요인이 감정적 부조화에 미치는 영향을 살펴보았고, 감정적 부조화가 서비스성과에 미치는 영향 또한 고려하였다. 마지막으로 감정 적 부조화가 서비스성과에 미치는 영향을 고객응대역량이 조절할 것인지를 분석하였다. 경남의 지역농협에서 대고객 업무를 담당하는 직원을 대상으로 211부를 확보하여 통계분석을 실시한 결과, 감정노동의 다양성은 감정적 부조화와 유의한 정(+)의 관계를 가졌고 감정노동의 강도는 감정적 부조화와 유의한 부(-)의 관계를 확인하였다. 감정적 부조화 는 서비스성과와 유의한 정(+)의 관계를 확인하였지만, 고객응대역량의 조절효과 검증은 실패하였다.

The current study begins with the observation that many studies on emotional labor have primarily emphasized the negative aspects of emotional labor, leading to a lack of discussion on its positive aspects. Considering that labor is fundamentally a means to enhance performance, it is logical to assume that emotional labor can also contribute to performance improvement. However, existing studies have overlooked the positive aspects that emotional labor can induce, focusing instead on its role as a major stressor. In this study, we examine the influence of the diversity, frequency, intensity, and persistence of emotional labor on emotional dissonance, as well as considering its impact on service performance. Finally, we analyze whether customer service competence moderates the impact of emotional dissonance on service performance. Results of statistical analysis conducted with 211 participants, who are employees responsible for customer service in regional Nonghyup in Gyeongnam, revealed that the diversity of emotional labor had a significant positive relationship with emotional dissonance, while the intensity of emotional labor showed a significant negative relationship with emotional dissonance. Emotional dissonance was found to have a significant positive relationship with service performance, but the verification of the moderating effect of customer service competence failed.

본 연구는 서비스 종업원이 팀 작업 상황에서 상사와 갖는 상대적 상사․부하 교환관계(Relative LMX)가 그들의 태도와 행동에 어떠한 영향을 미치는가를 분석하였다. 종업원의RLMX와 서비스수행 사이의 관계를 연결하는 자기효능감의 매개 역할과 매개 과정에 영향을 미치는 팀의 상황요인 상사․부하 교환관계 차별화(LMXd, LMX differentiation)를 검토하였다. 호텔 레스토랑 종업원을 대상으로 계층적 선행모델과 조절 경로분석을 실시한 결과 제시한 가설 모두 지지되었다. 자기효능감은 RLMX와 서비스 수행의 관계를 완전 매개하였으며, LMXd는 RLMX의 자기효능감에 미치는 영향을 조절하였다. 자기효능감의 매개효과는 팀차원의 상황요인 LMXd의 수준에 따라 유의한 차이가 나타났다. 서비스 관리자는 특정 부하직원에 대한 차별적 선대가 부하의 서비스 실적으로 직결되지 않는다는 점을 인식해야하며, 부하 직원들과의 공평한 관계에 초점을 둔 작업환경을 조성하도록 노력할 필요가 있다. RLMX 효과에 대한 대안적 작동메커니즘과 미래 연구를 위한 다양한 제언을 하였다.

This study examines how service employees’ perceptions of relative leader-member exchange (RLMX) within the workgroups and team-level differentiation of LMX may influence their service performance. A multi-level moderated-mediation model was proposed to explain a psychological process linking RLMX to service performance at the individual level with the mediation of self-efficacy, moderated by the social contexts like the team-level differentiations of leader-member exchange. Data were collected from 467 service employees working in seven restaurants in South Korea. Hierarchical linear modeling (HLM) results showed that RLMX has significant effect on self-efficacy, which in turn have positive impact on employees’ service performance. Self-efficacy fully mediated the relationship between RLMX and service performance and the team-level differentiations in LMX had significant interactive effects with RLMX on self-efficacy. A moderated path analysis showed that LMX differentiation also moderates the indirect effects of RLMX on service performance. Service management should be aware that better boss treatment does improve employees’ service performance through mediation process, not simply directing to superior performance. Management should attempt to foster a work environment focused on the equality relationship with subordinates for facilitative mediation processes. In examining the psychological mechanisms underlying the relationship between RLMX and service performance, this study considered self-efficacy for motivational mediator and expanded the condition boundary for the mediation by considering the team-level differentiations in vertical exchange (LMX).

고객시민행동은 기업에 다양한 혜택을 가져다주는 고객의 자발적인 행동으로 기업의 서비스나 제품에 만족 한 고객이 자발적으로 기업에 도움이 되는 역할 외 행동을 수행한다는 점에서 최근 기업에서도 많은 주목을 하 고 있는 연구 분야이다. 본 연구에서는 고객시민행동의 영향요인으로 서비스 접점에서 서비스를 판매/전달하는 직원의 특성(윤리적 판매 행동, 전문성, 서비스 수행성과)이 고객이 느끼는 서비스 가치에 어떤 영향을 미치며, 이로 인해 고객시민행동이 고취될 것인가를 실증적으로 검증하였다. 특히 서비스 제공자의 특성이 고객의 서 비스 가치인식에 미치는 직접적인 효과뿐만 아니라 서비스의 물리적 환경과의 상호작용 효과 또한 검증하였다. 은행고객을 대상으로 수거된 380부의 설문지를 분석한 결과, 서비스 직원이 윤리적 판매 행동을 하거나, 전문 성을 갖추었을 때, 높은 서비스 수행성과를 보일 때 고객의 서비스 가치는 증가하는 것으로 나타났으며, 이는 고객시민행동에 긍정적인 영향을 미치는 것으로 밝혀졌다. 또한 서비스의 물리적 환경 또한 서비스 직원의 전 문성과 서비스 수행성과가 서비스 고객의 가치에 미치는 긍정적인 효과를 더욱 강화하는 것으로 나타났다.

A customer citizenship behavior is a spontaneous act by customers that provides various benefits to a business. A customer who is satisfied with a service or product willingly volunteers to act in a way that benefits a business without expecting anything in return; such act includes promotion to neighbors, volunteerly helping other customers, and active involvement in the improving the product by giving opinions. These behaviors result in detention of customer, securement of loyal customers and quality improvement and benefit in short-term and long-term. Therefore a company should put best effort on increasing customers who are willing to carry out customer citizenship behavior. This research focused on the preceding conditions of customer citizenship behavior by studying how service employee's ethical sales behavior, expertise and service performance effects the value of service delivered to a customer and if that leads to customer citizenship behavior. Also how the physical environment of the place of service provided effects the ethical sales behavior, expertise and service performance is studied. The data for the study were collected from a cross-sectional sample of two of the leading banks located in South Korea. These commercial banks participated in the survey and gave the researchers access to their branches. The data collectors visited the banks and personally distributed the questionnaire to the customers along with a cover letter. The cover letter explains the purpose of the study, requests the respondents’ participation, and guarantees the full confidentiality of the individual responses. A total of 380 completed questionnaires were received within nine days of distribution. The customer sample is 68.9 % male, with an average age of 34.7 years and an average relational duration with the current bank of less than 23 months, and 52.4 % of the sample held a university degree. The measurement properties and hypotheses were evaluated with LISREL 8.53 using multistep structural-equation modeling. A two-stage data analysis was performed to assess the measurement quality of the constructs and to test the proposed model and the hypotheses. In the first stage, the CFA was performed to assess the measurement model. In the second stage, conditional-process modeling (Hayes & Matthes, 2009) was fitted to test the moderated-mediation hypotheses; in this stage, the moderating effect of the service employee authenticity and the mediating effect of the relational benefits (confidence, social, and special treatment benefit) on the customers’ perceived value are tested with bootstrapping methods. As a result, the customers feel they are more valued when the service employees are ethical in sales behavior, excels in service performance and prepared with expertise. Based on high satisfaction in service, the customers spontaneously deliver customer citizenship behavior. Also the physical environment of the service place has positive effects on measuring service employee's expertise and performance while research proceeded. Based on the results of this research, anticipate the limits of this topic and draw theoretical business implications.

본 연구는 한국의 자동차 판매 대리점의 종사원들을 대상으로 서비스 분위기의 선행요인과 결과요인에 관한 모델을 실증 분석하였다. 즉, 고객지향성과 심리적 임파워먼트가 서비스 분위기에 미치는 영향과 서비스 분위기가 서비스 성과(역할내 성과와 역할외 성과)에 미치는 영향을 분석하고 조직동일시가 서비스 분위기-서비스 성과 관계에 조절역할을 하는지에 관한 연구이다. 실증분석 결과, 조직동일시가 서비스 분위기-역할내 성과의 관계에 조절역할을 할 것이라는 가설을 제외하고 모든 가설들이 채택되었다. 즉, 영업직원이 인식하는 조직동일시는 영업직원의 지각된 서비스 분위기와 역할외 성과 간의 관계에서는 조절효과를 보였으나, 영업직원의 지각된 서비스 분위기와 역할내 성과 간의 관계에서는 조절효과를 보이지 않았다. 이는 대리점의 영업직원들은 주로 영업성과 즉 역할내 성과가 자신의 보상과 직결되는 거의 유일한 요소이기 때문이라는 추측을 가능하게 한다. 연구 결과에 근거하여 연구적 시사점과 실무적 시사점을 제시 하였다. 기존 연구에서는 임파워먼트와 고객지향성을 서비스 분위기의 하나의 속성, 혹은 결과요인으로 다뤘으나, 본 연구에서는 지각된 서비스 분위기의 선행요인으로 분석했다는 데에 선행연구와의 차별성이 있다. 본 연구는 주로 대리점을 연구의 대상으로 하였는데, 향후 직영점 채널에서 조직동일시의 효과를 검정해 볼 필요가 있다

This research tested a model involved in the antecedents and consequences of service climate. Specifically, the study determines (a) the relationship between both psychological empowerment and customer orientation and perceived service climate, (b) the influence of perceived service climate to service performance, including in-role and extra-role performance, (c) the role of organizational identification in moderating the relationship between perceived service climate and service performance. The present study contributes to the literature on service climate in that both perceived empowerment and customer orientation were used as antecedents of service climate, which have usually been treated as consequent variables in the previous studies. Our empirical findings indicated the positive effect of both psychological empowerment and customer orientation on perceived service climate, which, consequently led to a positive influence on service performance as hypothesized. this result suggests that salespeople who have a customer orientation tend to increase not only their feelings of obligation and positive reciprocity but also feeling of self-enhancement. The more salespeople were empowered, the stronger their recognition of being supported by the company. In addition, organizational identification positively moderated the relationship between the perceived service climate and extra-role performance, which was in accordance with the research of Zang et al.(2011) suggesting the positive role of social identity. However, the results did not provide support for the moderating effect of organizational identification on the relationship between the perceived service climate and in-role performance. This could possibly occur for this reason. The sample of the present study was drawn from Korean automobile salespeople who work for the car dealerships. Because car agents generally have more transactional and contractual relationships with one of the major manufacture companies, salespeople in the agents are considered to have lower quality of relationships with a car manufacture firm than salespeople recruited by the firm have. Thus, organizational identification of salespeople in the agents do not affect the relationship between service climate and in-role performance. In contrast, salespeople in the agents have stronger social exchange relationship with the agent to which they belong, which consequently leads them to go beyond the call of duty for the agent. We also found that higher perceived service climate was associated with improved service performance. This result is in accordance with that of Zang et al.(2011) and that of Tang and Tang(2011). The high level of service climate perception indicates that car agents value salespeople's customer-oriented selling behaviors and care about their well-being. Social exchange theory, as mentioned to above, provide a major explanatory foundation for perceived service climate. Feeling supported and valued by the agents probably can enhance salespeople’s adaptive selling behaviors which lead to the sales growth of the agents. Our study’s findings also suggest the perceived service climate serves as an integral mediating mechanism between customer orientation and service performance and between psychological empowerment and service performance. Salespeople with a stronger customer orientation enjoys the process of satisfying customer needs and feels higher level of self-achievement than Salespeople with a weaker customer orientation. The Korean automobile dealerships are recommended to focus more on fostering the individual level of empowerment than the organization-based empowerment. In order to enhance the individual level of empowerment, the dealerships should offer various human resources programs to increase their motivation, aspirations, and a sense of being supported. Considering that a salesperson with a strong customer orientation help customers make purchase decisions that satisfy the long-term wants and needs of customers, it may be helpful for managers to evaluate salespeople’s selling performance in a long-term base rather than assess them in a monthly base. This study has several limitations. First, this research was conducted with a convenience sample from only independent automobile dealerships of a single manufacturer. It is necessary to investigate sample from manufacturer-owned dealership as well, which may lead to produce different moderating effects of organizational identification from that of the present study. Second, more antecedent variable of perceived service climate need to be added to expand the present research such as personality, attitudes, and knowledge sharing.

서비스는 유형 제품에 비해 접객종업원과 고객 양자의 참가로 인하여 전달에 있어서 이질적인 유동성을 갖기 때문에, 서비스성과나 품질은 정의하고 측정하기가 어렵다. Booms와 Bitner(1981) 이래, 서비스전달과정은 서비스 성과 관리에서 중심요소로 간주되고 있으며, 많은 학자들이 그 구성요소들을 밝히려는 연구들을 수행해 오고 있다. 이러한 선행연구들을 검토해 보면, 전달과정 설계의 표준과 통제가 어렵고 전달동안 유동적 본질을 갖는 서비스의 경험재적 특성상 구성요소들에서 관점에 따라 차이를 나타내고 있으며, 서비스전달과정의 구 성요소들은 설계에 의해 구조적이거나 고객과의 상호작용으로 유동적인 양면성을 갖게 되었다. 이러한 양면성을 정리하기 위하여 본 연구에서는 서비스전달과정의 구성요소들을 본질에 따라 구조적인 필수요소 (essential components)나 유동적인 표현요소(expressive components)로 구분하였다. 표현요소는 서비스 조우 동안 고객과의 상호작용에 따라 유동적인 요소들로서, 고객에게 서비스조우경험의 유동적 성과로 서 직접 평가되는 부분이다. 따라서 고객의 서비스 조우만족 지각은 서비스전달과정에서 유동적인 표현 요소에 보다 관련된다고 제안하였다. 제안한 유동적 요소들이 표현요소로서 실제로 존재하는지와 상대적인 중요성을 검토하기 위하여, 불연 속적인 호텔 체크인 서비스조우를 대상으로 AMOS 5.0을 이용하여 경로분석을 통하여 실증분석한 결과, 서비스전달과정의 표현요소의 실재 존재와 종업원 노력과 공감, 신뢰성, 종업원용모, 과정시간과 고객참 가의 순으로 상대적인 중요성을 확인하였다. 본 연구에서 선행연구들의 결과로 인한 서비스전달과정의 양면성을 지적하고, 이를 체계적으로 구분하 여 서비스 성과와 보다 관련된 중심요소들을 실증적으로 확인한 것은 고객만족과 서비스 성과 개선을 위해 관리자가 서비스전달과정을 어떻게 설계해야 하고 조절해야 하는지 등의 문제에 도움이 될 것이며, 서비스품질의 향상에도 일조를 할 것이다.

Since service is variable in nature because of the participation of contact employees and customers during delivery, the performance and quality of service are hard to define and measure compared to physical products. Since Booms and Bitner(1981), service delivery process has been interested in service performance management and studied by many researchers to identify its important components. However, some of them have concentrated in the design of service delivery system by manger such as Booms and Bitner(1981), Shostack(1987), Lovelock(1992) and Heskett et al.(1993), on the other hand others have concentrated in process quality as a part of service quality such as Grönroos(1984), Parasuraman, Zeithaml, and Berry(1988) and Brady and Cronin(2001). This study broadly investigated the most common components of service delivery process and indicated two different viewpoint regarding to the components of service delivery process. This study classifies systematically those components as two parts, structural essential components which is designed by management and variable expressive components which is inherently variable in nature because of the characteristics of service which involve peoples' participation during delivery process. And it also propose that variable expressive components are more related to the customers' perception of service encounter satisfaction. Because of the comparative importance of expressive components which is more related to service encounter perception, proposed variable components and hypothesized relationship were empirically tested by confirmatory factor analysis and path analysis using AMOS 5.0 at hotel check-in process which shows high contact and interaction between customers and contact employees. Empirical results showed that the real existence of expressive components which composed of 6 variable components of service delivery process including employee effort, empathy, reliability, employee appearance, process time and customer participation in important order and showed strong effects on customers' encounter satisfaction. This result strongly supported proposed expressive components of service delivery process in this study. Since this study indicated mixed and unclarified problem of existing service delivery process literature and systematically classified the components of service delivery process into two parts through conceptual investigation and the empirical test of variable components, it will be helpful for service manager who consider service delivery process how to design and how to control. It further may contribute to service quality research as attributes of process quality.

The purpose of this study is to investigate the service quality of special libraries using Importance-Performance Analysis (IPA) method. This study also applied the working year factor to IPA model for establishing more improved library service strategies. A total 127 library users who work in governmental policy or research institutions in South Korea participated in this study. This study conducted regression analysis to compare with the results of IPA. The results of survey revealed that special library users had high expectation for library services, but they perceived the performance of the library service as insufficient. Special library users assessed that the information services of libraries were well provided but required additional efforts in services related with space and provided by librarian. Interestingly, when the library services were measured by working years, special library users who have worked for more than eight years were generally satisfied with library services with no “possible overkill” services, but users with less than three years working experience particularly expressed dissatisfaction with the service provided by librarians. The results of regression analysis supported the results of IPA. Finally, this study provides several important suggestions for better special library service.

Background Logistics service workers face elevated injury rates, with ankle-related incidents comprising 23% of workplace injuries. Traditional binary foot posture classifications may oversimplify the complex biomechanical relationships affecting dynamic balance performance in occupational settings. Purpose To apply unsupervised machine learning clustering to identify distinct foot posture phenotypes among logistics service workers and compare dynamic balance performance between identified clusters using the Y-Balance Test. Study design Cross-sectional observational study Methods A total of 112 logistics service workers were analyzed using K-means clustering based on age, body mass index, work duration, navicular drop, and resting calcaneal stance position. Silhouette score analysis determined optimal cluster number. Dynamic balance was assessed using the Y-Balance Test, measuring reach distances in anterior, posteromedial, and posterolateral directions. Results Four distinct phenotypes emerged: rearfoot valgus-dominant pronated (n=22), midfoot collapse-dominant pronated (n=32), age-related (n=23), and supinated (n=35) foot types. Significant differences in dynamic balance performance were observed in the posterolateral direction (F=3.900, p=0.011). The supinated phenotype demonstrated superior posterolateral reach performance (77.76±13.63%) compared to midfoot collapse-dominant (66.18±16.37%, p=0.003) and age-related phenotypes (67.78±14.97%, p=0.018). Conclusions Unsupervised machine learning successfully identified naturally occurring foot posture phenotypes with distinct dynamic balance characteristics. Midfoot collapse-dominant pronation demonstrated greater balance impairments than rearfoot valgus patterns, supporting the implementation of phenotype-specific interventions for workplace injury prevention in logistics workers.

Purpose: This study aimed to explore the differences between patient and nurse perceptions of nursing needs and performance in integrated nursing care service wards within small to medium-sized hospitals. Methods: The participants of the study were 116 patients and 116 nurses in the integrated nursing care service wards of small and medium-sized hospitals in U and Y cities. Data collection was conducted between July 18 and August 12, 2022. The collected data were analyzed using descriptive statistics, the paired t-test, the independent t-test, and the importance-performance analysis. Results: Only the difference between nurse-perceived nursing needs and nursing performance (gap 2) was statistically significant (t=4.18, p<.001). Patients' physical needs were higher than what nurses perceived, and patients' financial were higher than nursing performance as perceived by both nurses and patients. In addition, nurses' performance was lower than the perceived nursing needs in all domains. According to the importance-performance analysis, the "concentrate here" areas included infection control, respect for patients' rights, and education of patients and families about diseases and treatment plans. Additionally, financial issues in nursing were identified as a "low priority" area requiring long-term intervention. Conclusion: It is crucial to prioritize nursing care that addresses patients' needs for infection control, respect for rights, and education. Nurses should also meet the physical and economic support needs of patients. Furthermore, it is recommended to adjust the nurse staffing ratio and foster systematic collaboration among hospitals, taking into account the circumstances of small to medium-sized hospitals.

본 논문에서는 모바일 웹서비스 구현 환경을 최소화하면서 서비스 성능을 향상시키는 개선된 처리기를 설계 제안하였다. 웹 서비스를 구현하기 위해서는 표준에 규정된 WSDL코드를 가지고 SOAP 통신을 해야 한다. 그러므로 WSDL 및 SOAP를 구현하면 기본적인 웹 서비스가 가능하다. 또한 웹 통신을 위해 Tomcat과 AXIS 라이브러리를 사용해야한다. 그러나 Tomcat의 사용은 추가적인 네트워크 사용과 시스템에 프로세스로 상주하여 시스템 자원을 사용하는 문제가 있기 때문에 구현시 오버헤드를 발생시킬 수 있다. 본 논문은 오버헤드의 원인인 Tomcat을 사용하지 않고 모바일 웹 서비스를 구현함으로써 네트워크 자원과 시스템 자원을 절약할 수 있으면서 성능을 향상시키는 효율적 처리기를 설계 구현하였다.

In this paper, we suggest performance enhanced Mobile Web service architecture. Mobile Web Services are new technology that integrates different applications to provide interoperability. SOAP is a lightweight message exchanging protocol and is a principal factor that decides the Web Services performance. When a mobile Web Service is implemented with the Java technology, it should be implemented with both a SOAP message processor like AXIS, and Java Servlet container (e.g. Tomcat). This typical implementation is not efficient because it requires an additional communication port and process. In this paper, we suggest a new method that replaces this typical approach to enhance Web Service performance.

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.

This study aims to investigate generative AI (GAI) services, which are leading innovations in various domains and significantly affecting education with a range of positive and negative effects. Specifically, this study seeks to empirically examine the academic performance of graduate students who regularly use generative AI services such as ChatGPT (Generative Pre-trained Transformer). To establish the research framework and hypotheses, this study incorporates concepts from social cognitive theory and the concept of dependency. Also, this study introduces graduate students' personal and socio-environmental factors alongside the dependency variables of habitual and addictive behavior of GAI and their impact on learning and task performance. This study uses a structural methodology in order to test the hypotheses and a mixed approach that includes Artificial Neural Networks (ANN) to predict the most critical variables. We plan to collect data from 500 graduate students who actively utilize generative AI services to achieve this. Based on the outcomes of this research, this study tries to offer academic and practical implications for educational institutions and administration.

Prior research has emphasized the significant effect of service orientation on organizational performance. However, little research on service orientation has been conducted in the financial field, including the investment management service industry in which high quality service for clients is required. In this paper, we propose a research model that centers on the concept of service orientation as a type of dynamic capability affecting firm performance. The research variables include job competency, risk management capability, operational capability, service orientation, and service performance. We assume that service orientation partially mediates the effects of risk management capability and operational capability on service performance. To test the model, we collected data from 391 fund managers in 86 teams (37 investment management companies) and analyzed it with partial least squares (PLS) method. Each of the 391 fund managers was asked to answer team level measures, which is effective for team level analysis. We find that job competency positively affects both risk management capability and operational capability, which in turn affect service orientation. Risk management capability and operational capability are assumed to directly affect service performance. However, risk management capability does not influence perceived service performance, whereas operational capability does affect it. This result indicates that risk management capability does not directly affect service performance. However, via service orientation, considering that risk management inconveniences customers and is geared to enhance service orientation, service performance is positively affected. Operational capability does not influence service orientation, whereas it affects perceived service performance. This result reveals that operational capability directly affects firm performance. As expected, service orientation significantly affects the service performance perception of fund managers. This study contributes to the literature by introducing service orientation to the financial industry and measures and tests team-level service performance. Our findings also provide insights to practitioners because to enhance team performance, managers must focus on service orientation in addition to operational capability.

Recently, interests in IT Service Management(ITSM) are increasing internationally as well as domestically. In order to realize the benefits from ITSM, it is necessary to institutionalize it as a culture of the organization through effective change management. One of the most promising approach of effective change management is ITO(IT Outsourcing) audit. In this study, we analyze a success case in which ITO audit was applied to IT Service company which was introduced ITSM. Through the analyses, this study aims to propose a feasible and specific approach to institutionalize ITSM. To accomplish the objective, the study analyzed specific methods of application of ITO audit to ITSM’rganization, performance of the project and future directions based on interview and project document/deliverable review. This study could not provide detailed performance measures due to lack of previous research on this topic and difficulty of obtaining quantitative data. However, this study has contributed to proposing a direction to institutionalize ITSM in organizations by analyzing a feasibility of ITO audit in implementing ITSM.