지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
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연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
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Purpose ? This study centers on field surveys aimed at deriving the customer satisfaction factors of customer support centers that are positioned between suppliers and consumers in the supply chain. They consists of manufacturing, sales, distribution, consumption and collection, and that are in charge of core functions for suppliers’ customer satisfaction management and consumers’ satisfaction with consuming activities.
Research design, data, and methodology ? The customer satisfaction factors of customer support centers were derived through literature review and expert opinion surveys, and a questionnaire was developed through a process of the refinement of variables using pilot tests and 330 questionnaire sheets were distributed. The questionnaire sheets were collected and opinions in them were analyzed using fuzzy AHP methodology.
Results ? Three factors, which are turnover intentions, motivation, and job satisfaction, were derived as customer satisfaction factors of customer support centers, and the ranking relationships of these three factors were analyzed. In addition, the ranking relationships among six execution variables of turnover intentions, 10 execution variables of motivation, and 10 execution variables of job satisfaction were analyzed using fuzzy AHP methodology to obtain quite significant results. Based on the results of this study, three implications in the three strategic aspects and an implication in the academic aspects are presented.
Conclusions ? Motivation and job satisfaction, job satisfaction and turnover intentions, and motivation and turnover intentions are not formed by independent or different factors or environments. They are in the same context with each other (maintaining high correlations) and are in the relationships of virtuous circles in which they complement each other.
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참고문헌 (91)
참고문헌 신청
Abdul Rahman Kadir / 2017 / The Effect of Role Stress, Job Satisfaction, Self-efficacy and Nurses’ Adaptability on Service Quality in Public Hospitals of Wajo / International Journal of Quality and Service Sciences 9(2):184~202
Arun Kumar Tarofder / 2016 / The Mediating Influence of Service Failure Explanation on Customer Repurchase Intention Through Customers Satisfaction / International Journal of Quality and Service Sciences 8(4):516~535
Ashforth, B. E. / 1993 / Emotional Labor in Service Roles : The influence of identity / Academy of Management Review 18(1):88~115
Ayers, R. S. / 2013 / Building Goal Alignment in Performance Appraisal Programs / Public Personnel Management 42(4):495~520
Bertelli, A. M. / 2007 / Determinates of Bureaucratic Turnover Intention : Evidence form the Department of the Treasury / Journal of Public Administration Research and Theory 17(2):235~258
Arun Kumar Tarofder / 2016 / The Mediating Influence of Service Failure Explanation on Customer Repurchase Intention Through Customers Satisfaction / International Journal of Quality and Service Sciences 8(4):516~535
Ashforth, B. E. / 1993 / Emotional Labor in Service Roles : The influence of identity / Academy of Management Review 18(1):88~115
Ayers, R. S. / 2013 / Building Goal Alignment in Performance Appraisal Programs / Public Personnel Management 42(4):495~520
Bertelli, A. M. / 2007 / Determinates of Bureaucratic Turnover Intention : Evidence form the Department of the Treasury / Journal of Public Administration Research and Theory 17(2):235~258
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