고객센터 서비스 품질과 충성도간의 관계 - 상호작용 품질의 위계적 접근

• 영문명: The Relative Effects of Three Dimensions of Service Quality on CS in Voice to Voice Context
• 발행기관: 한국상품학회
• 저자명: 김형수(Kim Hyeong-Su) 정기주(Cheong Ki-Ju) 최지호(Choi Jiho)
• 간행물 정보: 『상품학연구』제24권 제2호, 67~89쪽, 전체 23쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2006.08.01

영문 초록

  This research was focused on investigating the relative effect of each service quality dimension on customer satisfaction, using a three-dimensional model of service quality such as interaction quality, outcome quality, automated system quality(physical environment quality). The authors test the proposed model using data from 353 customers in voice to voice inbound context. The tests show good support for the hypotheses except the relationship between language ability and interaction quality. Finally, theoretical and managerial implications of the findings are discussed.

목차

Ⅰ. 서론
Ⅱ. 문헌고찰 및 연구가설
Ⅲ. 실증연구
Ⅳ. 결론
참고문헌
Abstract

키워드

call center customer center interaction outcome automated system satisfaction