Earticle

With the recent advances in mobile platform technologies, a variety of studies on context-aware information services for the tourist information domain have been undertaken. Many studies on ontological approaches to tourist information services, moreover, have been conducted. However, most studies have focused on upper-level or domain ontologies; comparatively, few have proceeded from the perspective of task ontology based on mobile users’ generic tasks. Thus, we considered the construction of a task model and task ontology based on mobile users’ generic activities for a task-oriented tourist information service. In this paper, we introduce 1) a generic task model based on travelers’ needs and generic activities before and during trips, which model accounts for generic tasks and task processes; 2) a task ontology based on the generic task model, and 3) a task-ontology-based Task-Oriented Tourist Information Service (TOTIS). Using the generic task model and the task ontology, task-oriented menu can be constructed automatically by means simply users’ selections and context-awareness. Additionally, compared with the existing domain-oriented services, the TOTIS can facilitate more flexible searching of tourist information and make real-time determinations with context-awareness.

The smart tourism chatbot service provide smart tourism services to users easily and conveniently along with the smart tourism app. In this paper, the tourism information QA (Question Answering) service is proposed based on the task-oriented smart tourism chatbot system [13]. The tourism information QA service is an MRC (Machine reading comprehension)-based QA system that finds answers in context and provides them to users. The tourism information QA system consists of NER (Named Entity Recognition), DST (Dialogue State Tracking), Neo4J graph DB, and QA servers. We propose tourism information QA service uses the tourism information NER model and DST model to identify the intent of the user's question and retrieves appropriate context for the answer from the Neo4J tourism knowledgebase. The QA model finds answers from the context and provides them to users through the smart tourism app. We develop the tourism information QA model by transfer learning the bigBird model, which can process the context of 4,096 tokens, using the tourism information QA dataset.

본 연구는 기업의 CSR 활동이 접점 종업원의 주요한 직무 태도에 영향을 미치는 과정에서, 조직 및 서비스 종업원 관련 연구에서 종업원의 직무성과에 주요한 영향을 미치는 내재적 동기로 알려진 과업중요성과 자기효능감의 역할을 실증하고자 하였다. 종업원 스스로 자신의 업무가 고객의 복지와 안녕, 나아가 사회에 영향을 주는 의미있는 일을 하고 있다고 생각하는 것은 자신 스스로 업무와 관련된 전문능력과 스킬을 위한 개인적 자원을 적절히 활용하는 것과 상관관계를 기대해볼 수 있기 때문이다. 이를 위해 국내 업계 상위의 손해보험 회사의 보상업무 담당 직원을 대상으로 서베이를 진행하였다. 이들의 주요 업무가 고객상담업무이며, 특히 고객별로 상황이 다양하며, 고객의 요구 수준도 나날이 심화되어 가고 있는 상황을 고려할 때 연구의 타당성을 높일 수 있는 적절한 대상이라고 판단하였다. 연구결과 종업원이 자신이 속한 기업의 CSR활동을 긍정적으로 인식하고 있으면, 본인이 맡고 있는 직무의 중요성을 높게 인식하는 것으로 나타났다. 또한 이는 자신의 직무를 효율적으로 자신감있게 실행하는 직무관련 효능감과도 긍정적 관련이 있는 것으로 확인되었다. 결과적으로 이는 접점 종업원에게 중요하다고 여겨지는 고객지향적 태도를 증대시키는 것으로 나타났다.

Frontline service employees (FSEs) play a critical role in making positive customers experiences, while service industries are facing increasing demanding customers, sometimes even in an aggressive and dysfunctional manner. Thus managers need to help FSEs to cope with stressful service encounters and keep their customer oriented behaviors. The role of Corporate Social Responsibility (CSR) to activate FSE's intrinsic motivations is rarely studied topics within the context of frontline employees’ boundary spanning behaviors. This study surveys employees of an insurance industry to examine whether FSEs’ perceptions of CSR have an impact on FSEs' customer oriented behaviors and also demonstrate that FSEs' perception of task significance and self-efficacy mediates the relationship. The results indicate that perceptions of CSR are positively related to FSE's intrinsic motivation, which in turn is positively related to FSEs' customer oriented behaviors. These findings imply that CSR may be an important organizational resource to motivate FSEs by providing them the belief that they are doing well by doing good.