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REFERENCE LINKING PLATFORM OF KOREA S&T JOURNALS
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Korean Management Science Review
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The Korean Operations and Management Science Society
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Volume & Issues
Volume 19, Issue 2 - Nov 2002
Volume 19, Issue 1 - May 2002
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Factors Affecting Customer Information/Knowledge Quality in Customer Relationship Management : Focused on Service Industry
Korean Management Science Review, volume 19, issue 2, 2002, Pages 1~23
It has been considered as a means for sustaining a competitive advantage for companies to build and maintain long-term relationships with customers. It is without any doubt that many companies have tried to initiate Customer Relationship Management (CRM). For the effective management of customer relationships, it is critical that they acquire. share and use customer information and knowledge. In this paper, we deduced 9 important factors affecting the qualify of customer information and knowledge from the literature reviews on CRM, and developed the questionnaire to measure these factors. The factors are again categorized into organizational system, employees and IT. We analyzed data collected from 30 companies in service industries such as the finance. distribution and communication industries. The result of data analysis demonstrates that the employees' analytical shills and appraisal and reward systems are closely related to the quality of customer information, and analytical skills and IT support for communications with customers are associated with the quality of customer knowledge. implications of findings and future research directions are discussed.
The Contribution of Internet-Based Information Systems to the MS Education Performance - An Extension to the Revised Technology Acceptance Model and Self Efficacy -
Kim, Jin-Sung ;
Korean Management Science Review, volume 19, issue 2, 2002, Pages 25~39
This study suggests a revised TAM (Technology Acceptance Model)-based performance evaluation model in MS (management science) education. Recently, many MS education programs are developed on the basis of computer and Internet communication technology. Previous researchers used TAM as an individual performance evaluation model, and proved that perceived usefulness and perceived ease of use are the substantive successful factors. This study provides a revised TAM-based conceptual framework for understanding what is involved in improving university MS education and what might be implied by conducting research on its improvement. It is argued in this research that three sets of forces and conditions have a direct and indirect impact on MS education ; first, each student has self efficacy and it is a critical determinant of behavior next, the use of Internet-based information system at MS education affects on the renewal of MS education : and finally, perceived usefulness and perceived ease of use have impacts on behavioral intention and actual system usage. This research concludes with suggestions for which direction this framework provides for future research on the premise and limits of efforts to renew MS education in university.
Spreadsheet-based Educational Method for Management Science
Korean Management Science Review, volume 19, issue 2, 2002, Pages 41~58
New attempt has been made on Management Science (MS) education since the end of 1990s. The most distinctive feature of the new attempt is using spreadsheet program like Excel as a teaching tool for MS course. The spreadsheet program gives an excellent tool for modeling and solvina MS problems. In order to improve the pedagogical effect through using the spreadsheet program for MS course, new teaching model based on spreadsheet encompassing new course contents, effective instruction method, and examination method is needed. For this purpose, professors teaching MS should share their own teaching experiences and methods. So this paper explains remarkable functions of Excel and how to use them for the MS tools. This paper also stresses the importance of team project and case study to improve the effect of MS education through the use of Excel and presents some tips on MS education.
A Comparative Study of SERVQUAL and SERVPERF in Measuring the Fast Food Restaurants' Service Quality in Korea
Korean Management Science Review, volume 19, issue 2, 2002, Pages 59~73
There have been academic debates upon which measure is more desirable in measuring service quality between SERVQUAL and SERVPERF In addition, Korean fast food industry is rapidly growing due to increasing income and globalization. Our study tried to contribute to both academic and practical issues. We compared SERVQUAL and SERVPERF measures to determine which one is superior to measure service quality in Korean fast food franchise. We collected data from two branch restaurants of one American global fast food franchise system. Regression analyses resulted in that SERVPERF outperformed SERVQUAL. Furthermore, we compared the goodness of fit of the two structural equation models of SERVQUAL anO SERVPERF, respectively. The SERVPERF model showed a much better model fit than the SERVQUAL model did. Thus, we suggest that SERVPERF be used to measure service quality in Korean fast food industry.
A Study on a Real Time Freight Delivery Planning for Supply Center based on GIS
Korean Management Science Review, volume 19, issue 2, 2002, Pages 75~89
According to the fast-paced environment of information technology and improving customer services, the design activities of logistics systems improve customer centric services and delivery performance implementing e-logistics system. The fundamental design issues that arise in the delivery system planning are optimizing the system with minimum cost and maximum throughput and service level. This study is concerned with the integrated model development of delivery system with customer responsive service level for DCM, Demand Chain Management. We used a two-step approach for this study. First, we formulated the supply. center facility planning using stochastic set-covering problem and assigned the customers to the supply center using clustering algorithm. Second, we developed vehicle delivery planning for a supply center based on GIS, GIS-VRP. Also we developed a GUI-type computer program for proposed method for supply center problem using GIS and Geo-DataBase of Busan area. The computational results showed that the proposed method was very effective on a set of test problems.
Planning the Korea Information Infrastructure : Models and a Case Example
Korean Management Science Review, volume 19, issue 2, 2002, Pages 91~124
The use of network planning models and tools is essential for effective KII (Korea Information Infrastructure) planning and analysis in that it will significantly reduce the risk and uncertainty embeded in the development and the provision of future broadband services. The purpose of this study is to develop a theoretical framework and a computer tool for modeling the various aspects of the KII topology and architecture and evaluating the techno-economic feasibility of the KII implementation strategy.
A Choice-Based Substitutive Diffusion Model for Forecasting Analog and Digital Mobile Telecommunication Service Subscribers in Korea
Korean Management Science Review, volume 19, issue 2, 2002, Pages 125~137
The telecommunications market is expanding rapidly and becoming more substitutive. In this environment, demand forecasting is very difficult, yet important for both practitioners and researchers. in this paper, we adopt the modeling approach proposed dy Jun and Park ［6］. The basic premise is that demand patterns result from choice behavior, where customers choose a product to maximize their utility. We apply a choice-based substitutive diffusion model to the Korean mobile telecommunication service market where digital service has completely replaced analog service. In comparison with Bass-type multigeneration models. our model provides superior fitting and forecasting performance. The choice-based model is useful in that it enables the description of such complicated environments and provides the flexibility to include marketing mix variables such as price and advertising in the regression analysis.
Aggregation of Multiple Evaluator's Weights in Applying the AHP to Evaluate Technology Alternatives
Korean Management Science Review, volume 19, issue 2, 2002, Pages 139~153
The Analytic Hierarchy Process (AHP) is known as a very useful decision-making model developed for obtaining the relative weights of alternatives through pairwise comparison in the context of hierarchical structure. In this paper, we propose a method to reflect the reliability of evaluators in the process of pairwise comparison. This method is applied to the evaluation of aerospace technology alternatives. We have conducted a questionnaire survey for S company that is one of the representative aerospace companies in Korea. A questionnaire was designed for obtaining both the priority with considering the reliability of evaluators' importance weights (the modified AHP priority) and the priority with assuming equally reliable evaluators' importance weights (the AHP priority) in order to compare the priority derived by each of two methods. The result shows that there exists the difference hard to neglect between the final priorities gained by two methods.
An Efficient Implementation of the Supernodal Multifrontal Method
Korean Management Science Review, volume 19, issue 2, 2002, Pages 155~168
In this paper, some efficient implementation techniques for the multifrontal method, which can be used to compute the Cholesky factor of a symmetric positive definite matrix, are presented. In order to use the cache effect in the cache-based computer architecture, a hybrid method for factorizing a frontal matrix is considered. This hybrid method uses the column Cholesky method and the submatrix Cholesky method alternatively. Experiments show that the hybrid method speeds up the performance of the supernodal multifrontal method by 5%～10%, and it is superior to the Cholesky method in some problems with dense columns or large frontal matrices.
User Dissatisfaction on the High-Speed Internet Service Quality
Korean Management Science Review, volume 19, issue 2, 2002, Pages 169~178
The growth of Internet usage even accelerated by the spread of high-speed Internet access network such as ADSI is affecting our socioeconomic activities and culture in a great way. Korea is recently reported to be the number one high-speed Internet network subscription per 100 people in the world. In a way to reflect this situation, we collect a moderate size of sample proportional to the population of each region across country and investigate what factors might explain the level of user's dissatisfaction with respect to Internet service they have been receiving. The results indicate that the set of gender, age, Internet usage, service kinds, incoming e-mails, and e-shopping is significantly influencing user's dissatisfaction, in that dissatisfaction is measured in 11 perspectives. In particular, user's age, gender, and e-shopping experiences are considered to be mostly explainable.
The Impact of Media Selection on End - user Satisfaction : An Empirical Study Based on SERVQUAL Framework
Korean Management Science Review, volume 19, issue 2, 2002, Pages 179~189
In this paper, we investigate the relationship between the use of different media and customer satisfaction in help desk service. Different dimensions of customer satisfaction were derived based on SERVQUAL : reliability, empathy, assurance, tangibles, and responsiveness. The results support our hypotheses that use of conventional media (face-to-face and telephone) is related to help desk satisfaction through reliability and empathy and electronic media (e-mali and internet) users show higher satisfaction in tangibles and assurance. Also, hybrid media users (multi-media users by task) show a higher level of satisfaction in reliability and responsibility. The results suggest that automating help desks should be considered as a way to provide more options to end-users.
A Study on the Estimation of Software Development Cost of IT Projects in Public Sector
Korean Management Science Review, volume 19, issue 2, 2002, Pages 191~204
As the portion of information systems (IS) budget to the total government budget becomes greater, the cost estimation of IS development and maintenance projects is recognized as one of the most important problems to be resolved for scientific and efficient management of IS budget. Since IS budget makes much effect on the delivery time, quality and productivity of IS projects, the exact cost estimation is also necessary for the successful accomplishment of IS projects. The primary concern in the cost estimation of IS projects is software cost estimation, which requires the measurement of the size of softwares. There are two methods for sizing software : line-of-code approach, function point model. In this paper, we propose a function-point-based model for estimating software cost. The proposed model is derived by collecting about fifty domestic IT projects in public sector and analyzing their relationship between cost drivers and development effort. Since the proposed model is developed by simplifying the function point model that can be used only when detailed user requirements are specified, it can be also applied at project planning and budgeting phase.
Utilizing the Customer Information for an Efficient Marketing Promotion
Korean Management Science Review, volume 19, issue 2, 2002, Pages 205~220
As the business structure of many industries changes under IT progress and internet economy, the customer information has emerged a key factor in setting up the management policy. The customer has come to replace the product as a central figure in business competition. The domestic life insurance market has also experienced the rapid structural changes in IT time. The competition in the insurance industry to maintain the existing membership and to attract the new members gets stronger under such a new business circumstance. Accordingly, it is necessary for an individual insurance company to develop a systematic marketing plan, based on the customer information, to be competitive in the market. Unlike other studies in which customer characteristics are neglected, this study attempts to utilize the customer information by applying the data mining technique, and then suggests an efficient marketing strategy that could prevail in the competitive business environment.
A Simulation Study on the Transfer Effects of Decision Rights in a Supply Chain
Korean Management Science Review, volume 19, issue 2, 2002, Pages 221~235
Many people are getting more and more interested in the value of information sharing in a supply chain in proportion to the development of information technology in these days. In spite of much interest in the value of shared information, the related studies concluded that the effect of only sharing information strategy between upper and lower level is not large However, many related companies want to link each channel members in the supply chain with on-line to expect to reduce the cost by means of information sharing. This study wants to evaluate the alternative strategy to reduce more related costs than only sharing information strategy. This paper analyzed that how much the total supply chain cost is to change in the case of a transfer of decision rights from the lower (retailers) to the upper level (depot, vendor) in a supply chain. The decision rights mean the rights of being able to decide when to order, how much to order, where to order, and what mode to transport or distribute, etc. in a supply chain. By the experimental simulation study to the simple case, the strategy to share only information took the low effect of 1～2%, but the strategy to transfer the decision lights from the lower to the upper member had larger effect of about 5%. However. for the strategies to work well, it needs to cooperate closely among each supply chain members, and the fruits from the transfer of decision rights in a supply chain are allocated to each chain members reasonably Therefore, there needs to study in the future not only the exact transfer effect of decision rights, but the reasonable allocation method of the fruits among the chain members.