연구동향 분석

아웃바운드 콜센터 서비스품질과 서비스회복 고객충성도 관계 연구

김준회 2015년

논문상세정보
인용/피인용
' 아웃바운드 콜센터 서비스품질과 서비스회복 고객충성도 관계 연구' 의 주제별 논문영향력
논문영향력 선정 방법
논문영향력 요약
주제
  • 공익사업
  • call center
  • mechanicalinteractionquality
  • personal interaction quality
  • result quality
  • 결과품질
  • 고객 충성도
  • 기계적상호작용품질
  • 서비스 회복
  • 인적상호작용품질
  • 콜센터
동일주제 총논문수 논문피인용 총횟수 주제별 논문영향력의 평균
1,484 0

0.0%

' 아웃바운드 콜센터 서비스품질과 서비스회복 고객충성도 관계 연구' 의 참고문헌

  • The Effect of mechanical and Human Interaction Quality on Customer Satisfaction and Loyalty in the Call center
    Mee-Kyoung Jung Graduate School of Business Administration, Korea University [2008]
  • The DeLone and McLean Model of Information Systems Success: A 10-year Update
    DeLone, W.H.. Journal of Management Information Systems 19 (4) : 9 ~ 30 [2003]
  • Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach
    Brady, Michael K Journal of Marketing 65 : 34 ~ 49 [2001]
  • Services capes: The impact of physical surroundings on customers and employees
    Bitner, Mary. Jo Journal of Marketing 56 : 57 ~ 71 [1990]
  • Service Quality; New Directions in Theory and Practice
    Rust, R. T. Sag Publications : 1 ~ 19 [1994]
  • Service Quality: New Directions in Theory and Practice
    Desarbo, Wayne S Sage Publications : 201 ~ 222 [1994]
  • Satisfaction: A behavioral perspective on the consumer
    Oliver, R, L. McGraw-Hill [1997]
  • SERVQUAL: A Multiple ltem Scale for Measuring Consumer Perceptions of service Ouality
    Parasuraman A Journal of Retailing 64 (1) : 12 ~ 40 [1988]
  • SERVPERF - Based Study on the Effects of Service Quality on Customer Satisfaction in the Call Center
    Seo, Hyo-Young Graduate School of Chonnam National University
  • Refinement and Reas-sessment of the SERVQUAL Scale
    Parasuraman A Journal of Retailing 67 (4) : 420 ~ 450 [1991]
  • Operational determinants of caller satisfaction in the call center
    Feinberg International Journal of Service Industry Management 11 (2) [2000]
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    Strasser, S Health Administration Press [1991]
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    Cronin, J. Joseph Journal of Marketing 56 : 55 ~ 68 [1992]
  • Marketing management
    Kotler, P Prentice-Hall Intl. Co [2000]
  • Developing a Multidimensional Measure of Systems Use in an Organizational Context
    Doll. W.J. Information and Management 33 (4) : 171 ~ 185 [1998]
  • Customer expectation dimension of Voice-to-Voice Service Encounters: A Scale - Development Study
    Burgers, Arjan Ko de Ruyter International Journal of Service Industry Management 11 (2) : 142 ~ 161 [2000]
  • Customer Service Quality and Financial Performance Among Australian Retail financial institutions
    Duncan, E Journal of Financial Services Marketing 7 (1) : 25-4.1 ~ [2002]
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    Bennington, Lynne International Journal of Service Industry Management 11 (2) : 162 ~ 173 [2000]
  • CallCenter management by the numbers
    Anton, Jon Ichor Business Books, Purdue University Press [1997]
  • Antecedents to Customer Expctations for Service Recovery
    Kelly, S. W. Journal of the Academy of Marketing Science 22 (1) : 52 ~ 67 [1994]
  • Antecedents of Information and System Quality : An Empirical Examination within the Context of Data Warehousing
    Nelson, R. R. Journal of Management Information Systems 21 (4) : 199 ~ 235 [2005]
  • An Empirical Study of SERVQUAL’s Dimensionality
    Llosa, Sylvie The Service Industries Journal 18 (2) : 16 ~ 44 [1998]
  • A service Quality Model and it's Marketing Implication
    Gronroos European Journal of Marketing 18 (4) : 36 ~ 44 [1984]
  • A Study on the Influence of Service Quality on Customer Satisfaction in the call Center
    Park, Kyun Chul Graduate School of Hansung University [2006]
  • A Study on Factors in Call Center Outbound Information System Performance
    Baeky Rhee Chonnam National University [2008]
  • A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions
    Boulding, Williamaelin Journal of Marketing Research 30 : 7 ~ 17 [1993]
  • (The) Impact of Service Quality on Customer Loyalty in the Call Center
    Kim, Hyung-su Graduate School of Chonnam National University [2006]