본 연구는 고등학생을 대상으로 진로·진학 사교육 참여배경, 서비스품질, 만족도에 대한 인식을 조사하고, 이러한 요 인들이 사교육비용 및 지속성에 어떠한 영향을 미치는지 알아보는 것을 목적으로 하였다. 이를 통해 진로·진학 사교육의 전망을 탐색하고, 진로·진학 사교육이 불가피하다면, 비용을 절감하면서 좀 더 효과적으로 이루어질 수 있는 방안을 모 색하였다. 이를 위해 고등학생 576명을 대상으로 설문조사를 통해 자료를 수집하였으며, SAS 9.4 프로그램을 활용하여 자료를 분석하였다. 연구결과를 종합해보면, 진로·진학 사교육은 사교육업체가 경영 성과를 높이기 위해서 적극적으로 마케팅을 하는 시 장적 논리, 입시정책의 변화에 발맞추어 진학을 준비하고 미래의 이익을 추구하는 학생들의 대응, 공교육에서 진로·진학 지도의 미흡함이 연계되어 나타나는 현상이다. 즉, 진로·진학 사교육은 기업(기업의 이익추구 마케팅), 가계(학생/학부모 의 자구책 마련), 정부(공교육의 공공재로써 평등성 가치추구)가 각 주체의 이익을 추구하는 가운데 발생되고, 이와 관련 된 여건이 단기간에 개선되기 어렵다는 점에서 지속될 가능성이 높다. 또한 진로·진학 사교육은 서비스품질 및 만족도가 보통 이상이고, 서비스품질에 대한 확신성이 낮고, 진로선택 만족도가 낮은 경우에 비용이 높아진다. 이는 진로·진학 사 교육이 품질과 만족도를 높이기 위해 노력해야 한다는 것을 시사한다. 그리고 진로·진학 사교육의 지속성은 여학생, 대 부분의 고등학교 학생, 소득이 높은 가정의 학생, 참여배경(공교육 미흡, 입시정책 대응, 사교육마케팅)이 그 수준을 높이 고 있다. 결론적으로 진로·진학 사교육은 지속될 것으로 전망되며, 그 비용을 절감하고 효과성을 높이기 위해서는 사교 육업체, 정부, 학부모의 노력이 요구된다.

In order to satisfy customers, it is important to identify the quality elements that affect customers’ satisfaction. The Kano model has been widely used in identifying multi-dimensional quality attributes in this purpose. However, the model suffers from various shortcomings and limitations, especially those related to survey practices such as the data amount, reply attitude and cost. In this research, a model based on the text sentiment analysis is proposed, which aims to substitute the survey-based data gathering process of Kano models with sentiment analysis. In this model, from the set of opinion text, quality elements for the research are extracted using the morpheme analysis. The opinions’ polarity attributes are evaluated using text sentiment analysis, and those polarity text items are transformed into equivalent Kano survey questions. Replies for the transformed survey questions are generated based on the total score of the original data. Then, the question-reply set is analyzed using both the original Kano evaluation method and the satisfaction index method. The proposed research model has been tested using a large amount of data of public IT service project evaluations. The result shows that it can replace the existing practice and it promises advantages in terms of quality and cost of data gathering. The authors hope that the proposed model of this research may serve as a new quality analysis model for a wide range of areas.

인도의 다국적 기업은 지난 10년간 상당한 성장세를 보여 왔다. 2016년에 인도의 8개 다국적 기업이 포춘지선정 500개 기업에 진입했고, 글로벌 브랜드 선정에서 5개의 인도의 기업 브랜드가 선정되었다. 보스턴 컨설팅산하의 BCG에서 선정한 BCG 100에 19개의 인도 기업이 이름을 올렸다. 물론이 수치가 중국과 비교하였을때는 적은 수치지만 중국과 다르게 인도는 진출지역이 북미나 유럽에 집중되어 있다는 점에서 다른 양상을 보이고 있다. 본 연구에서는 인도 신흥국 다국적 기업 중에서 글로벌 네트워크가 구축되어 있는 IT서비스 분야가 Mathews 의 LLL이론을 적용하기에 상당히 적합하다고 판단되어 성과 도출이 가능한 인도 IT서비스 기업인 TCS와 Wipro 에 대해 분석을 실시하였다. 분석 결과 기존 연구에서 다소 부족했던 연계(Linkage)와 영향력(Leverage)에 대해 인도 IT서비스의 급속한 글로벌화를 통하여 구체적인 사례를 통해 검증할 수 있었다. LLL이론 검증의 구체적인 실증물로 TCS는 Global Delivery Model과 Wipro는 기술 인프라 서비스 아카데미와 글로벌 캠퍼스 프로그램을 통해서 LLL이론의 각 요인들이 상호작용하면서, 구체적인 성과를 달성하고 있음을 확인할 수 있었다.

IT security service provides customers with the capability of protecting the networked information asset and infrastructures, and the scope of security service is expanding from a technology-intensive task to a comprehensive protection system for IT environment. To improve the quality of this service, a research model which help assess the quality is required. Several research models have been proposed and used in various service areas, but few cases are found for IT security service. In this work, a research model for the IT security quality has been proposed, based on research models such as SERVQUAL and E-S-QUAL. With the proposed model, factors which affect the service quality and the best quality measure have been identified. And the feasibility of using quantitative measures for quality has been examined. For analysis, structural equation modeling and various statistical methods such as principal component analysis were used. The result shows that satisfaction is the most significant measure affected by the proposed quality factors. Two quality factors, fulfillment and empathy, are the main determinants of the service quality. This leads to a strategy of quality improvement based on factors of emotion and perception, not of technology. The quantitative measures are considered as promising alternative measures, when combined with other measures. In order to design reliable quantitative measures, more work should be done on target processing time and users’ expectation. It is hoped that work of this research will provide efficient tools and methods to improve the quality of IT security service and help future research works for other IT service areas.

IT security service protects their networked information asset and infrastructures using experts’ knowledge. To improve its service quality, by exploring quality factors and assessing the quality level, an approach based on a research model is required. Several research models have been proposed and used in various service area, but few cases of IT security service are found. In this work, a research model of service quality has been proposed, based on the existing research models such as SERVQUAL and E-S-QUAL. The factors which affect the quality of IT security service and the best quality measure including quantitative measures have been identified. By comparing them, the feasibility of using quantitative measures for quality measures has been addressed. For analysis, structural equation modeling and various statistical methods were used. The result shows that, among the three quality measures, satisfaction is the most significantly affected one by quality factors. The quantitative measures show positive correlation with other perceived quality measures. The analysis of the result provides several suggestions which can be used in measuring and improving the quality of IT security service. Emotional factors such as empathy are as important as the swiftness of service, which leads to a strategy of quality improvement based on customer satisfaction, not solely on technology only. And, in order to design reliable quantitative measures, standards such as rational target processing time should be first established. The work of this research will provide efficient tools to improve the quality of IT security service and help the quality research for other service areas.

본 연구는 개인의 학습조직활동이 지식경영활동과 혁신행동에 미치는 영향에 대하여 분석한 실증연구 이다. 이를 위한 연구 방법으로서 본 논문은 서비스/제조/IT 대기업 종사자를 대상으로 설문조사를 실시 하였고, 이를 토대로 산업별 변수 간의 관계에 대하여 비교·분석하였다. 본 연구에서 사용한 용어에 대한 정의를 살펴보면, 혁신행동은 새로운 공정 혹은 제품 아이디어를 찾고 개발하며, 아이디어를 실행하기 위해 필요한 자금을 확보하고, 적합한 실행 계획과 일정을 수립하고 스케 줄을 개발하는 행동을 의미한다. 급변하는 경영환경 속에서 기업이 지속적인 경쟁우위를 획득하기 위해 서는 다양한 방법으로 조직의 변화와 혁신을 추구하여야 하며, 이러한 혁신행동의 선행요인으로서 지식 경영활동과 학습조직활동이 중요하게 인지되었다. 이상과 같이 실시된 연구 결과를 종합하여 살펴보면, 서비스업과 제조업, IT업은 개인의 학습조직 활동 이 지식경영활동과 혁신행동에 모두 유의한 영향을 미치는 것으로 나타났다. 또한 지식경영활동도 혁신 행동에 유의한 영향을 미치는 것으로 나타났다. 각 집단 별로 분석해보면, 개인의 학습조직활동이 지식경 영활동에 미치는 영향에서는 제조업이 가장 큰 것으로 나타났다. 또한 지식경영활동이 혁신행동에 미치 는 영향에 있어서는 IT업이 가장 큰 것으로 나타났고, 개인의 학습조직활동이 혁신행동에 미치는 영향에 서는 제조업이 가장 큰 것으로 나타났다. 마지막으로 위와 같은 분석결과를 토대로, 본 연구는 학습조직활 동이 산업별 종사자들에게 미치는 차이점과 변수 간의 관계에 대하여 중점적으로 논의하였고 그 원인을 제시하였다.

범죄인에 대한 교정의 이념인 교육형주의와 관계되는 모더니즘시대와 달리 교정복지주의 이념의 시대는 학제적인 포스터모더니즘의 성격을 내포하게 된다. 따라서 교정복지이념하에서의 사회봉사명령은 여가학, 사회복지, 사례관리, 형사정책, 심리학, 사회학, 제3섹터론, 교정복지 등 다양한 학제적 접근을 해야 한다. 그러나 사회봉사명령에 관한 국내의 선행연구들은 거의가 모더니즘적 성격에 기반한 형사정책학이나 형사법적 측면에서 획일적인 접근을 하여 오고 있으므로 본고에서는 그러한 선행연구들의 문제점에 대하여 학제적인 비판을 하고 정신적 사회봉사명령, 부정기형 사회봉사명령 등 기존의 논문에 없는 새로운 프로그램을 제시하여 사회봉사명령의 경로혁신적 접근을 시도하고자 한다.

According to the development of information technology (IT) and new media, customers’ needs have changed to seek not only high quality goods but also a differentiated service in retail stores (Lee & Shin, 2011). For this reason, fashion retail stores started to provide an interesting service by setting up an IT machine or a gadget in the stores. Thereby, customers can get the information or have a special experience while they shop fashion goods. IT shopping service is defined as using technology in retail stores to enhance interaction between retailers and customers. Retailers have tried several types of IT shopping services, which offer information or experience with a high or low level of technology. Informative IT shopping service provides various and useful information, which is related to each product such as size, color, contents, stock, location and fashion styling. Retailers use experiential IT shopping service as an emotional appeal that gives direct experience to customers in some way or other such as watching or acting in a virtual situation. Also, as technology develops, IT shopping services are embodied with diverse technology that are simple or complexity. Some are easy to use with one button and shows 2D images only, but some have a lot of contents such as video clips, SNS share service, showing 3D images, and implementing augment reality. We saw customer responses on the attributes of IT shopping service (informative vs. experimental) x technology level of IT shopping service (high vs. low) x fashion innovativeness/technology innovativeness (high vs. low) This study aims to see the effect of the attributes of IT shopping service and the level of technology on procedure satisfaction and outcome satisfaction, and the moderating effect of perceived enjoyment and perceived complexity. Furthermore, this study will see whether these effects affect visit intention. In this study, the experimental design was adopted as the main methodology, and a total of four stimuli types were selected: 1) informative x high technology 2) informative x low technology 3) experiential x high technology 4) experiential x low technology. The common element, which all types of stimuli have, is a digital touch screen since it is a general equipment nowadays, and the common fashion good for all types is a black blazer. The type of informative service only has the information (size range, color assortment, contents, stock) about selected fashion good with its image. High technology in informative service shows the image with 3D simulation that can help to see 360° of the blazer, and styling tips including a video clip. Moreover, it helps to share the information with friends via SNS. Low technology in informative service only shows a front side of the blazer and presents a store map for customers to find a product they want to try. The types of experiential service draw customer participation providing a picture of customers that are trying on clothes. Experiential service use augment reality (AR) as a high technology and take the back side of customers picture as low technology. For the manipulation check, 18 graduate students in total viewed for each type, and the total sample comprises 387 college students via survey instrument. All hypotheses were tested using AMOS and SPSS 18.0. The main findings of this study are as follows: depending on type of the attributes of IT shopping service and the level of technology affect perceived enjoyment and perceived complexity differently, and there were significant mediating effect of perceived variables toward IT shopping service on procedure satisfaction, outcome satisfaction, and visit intention. Implications for usefulness and role of the IT shopping service in fashion retail stores are provided. And also, limitation of this study and future study are suggested.

For service innovation, it is crucial to measure the quality of service and identify the factors which affect it. In this study, for that purpose, a composite research model based on SERVQUAL and the technology acceptance model is proposed. The model is applied to three different service areas-Internet shopping, Internet banking, and cloud service. Analysis has been performed using the SEM methodology. The analysis shows that reliability, responsiveness and assurance affects the service quality in different ways for each, the result of which enables us to identify quality-determining factors in various service areas.

Engineering valuation is a specialized discipline requiring expert knowledge and judgment, which scientifically estimates the economic value of industrial properties. By industrial properties, we mean engineering structures such as mines, factories, build

Unknowingly, the relationship between IT departments and their internal customers becomes that of client-supplier based on the mechanisms of marketing and competition. In addition, due to enhanced focus on the customer in the planning, development, and delivery of information service, IT service management(ITSM) has become increasingly important. These days IT management is focusing particularly on the 'de-facto' standard ITIL (IT Infrastructure Library) for implementing ITSM. It is linked as a part of CobiT’s 'deliver and support' domain, which is a framework of IT governance, and ISO/IEC 20000 is a unique international certification standards on the ITSM. This paper proposes the strategy and procedure for ITSM implementation based on ITIL with consideration of IT governance structure for manufacturing industries. It also presents a case study to share the lessons learned and results of an ITSM project.