콜센터 고객정보시스템의 정보품질이 상담원 업무 성과에 미치는 영향에 관한 연구

• 영문명: The Effects of Information Quality on Call Center Agents' Individual Impacts: Focused on Call Center Customer Service Information Systems
• 발행기관: 한국IT서비스학회
• 저자명: 양동현(Dong Hyun Yang) 안준모(Joon Mo An) 함유근(Yu Kun Hahm) 민형진(Hyoung Jin Min)
• 간행물 정보: 『한국IT서비스학회지』한국IT서비스학회지 제13권 제1호, 87~101쪽, 전체 14쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2014.03.31

영문 초록

This paper is a study on information Quality of Domestic Call Center Information System; recognized the importance of information quality and analyzed the impact on use and satisfaction of users following information quality which is a success element and ultimately the impact on user's performance by expanding information quality evaluating model by Jeong-Woo Lee et al.(2003) who reflected domestic special corporate culture based on information system success model by DeLone and McLean(2003). This is meaningful in providing theoretical foundation for efficient information quality supply and building quality management system at call center in future and provides hints to be considered in raising understanding of consultants on provided information and arranging ground that can utilize it in a timely manner.

목차

Abstract

1. 서론 : 연구의 배경 및 목적

2. 선행연구

3. 연구모형 및 연구방법

4. 실증분석 및 연구결과

5. 결론 및 시사점

참고문헌

저자소개

키워드

Call Center Customer Information Service Systems Information Quality