Earticle

초록

영어

The Issues of internal service quality have been one of the topics widely discussed in the internal marketing literature. The purpose of the current study is to find out the influential factors on internal service quality in a call center. 35 influential factors were finally identified through undertaking Focus Group Interview with the frontline employees in a call center, reviewing the internal marketing-related literatures, and conducting two rounds of Delphi. Findings show that frontline employees in call centers aspire to be customer service experts under the steady working conditions and a creative leadership of vision.

목차

Abstract
 Introduction
 Literature
  콜 센터 상담사에 관한 연구
  내부서비스품질
 Methods
  내부서비스품질의 영향요인 도출
  1차 델파이 설문조사
  2차 델파이 설문조사
 Results
 Implications and Limitation
 References

저자

• Jae-Woong Yun [ Major of Regional Information, Seoul National University ]
• Soo-Min Park [ Major of Regional Information, Seoul National University ]
• Junghoon Moon [ Major of Regional Information, Seoul National University ]
• Young-Chan Choe [ Major of Regional Information, Seoul National University ]

참고문헌