고객센터 서비스가 기업수익에 미치는 영향에 관한 연구A Study on Impact of Customer Contact Center Service to Business Performance
- Other Titles
- A Study on Impact of Customer Contact Center Service to Business Performance
- Authors
- 이도경; 유재현; 박철
- Issue Date
- 2009
- Publisher
- 한국IT서비스학회
- Keywords
- IT service; Call center; Bank; Customer Interaction; IT and Profit; IT service; Call center; Bank; Customer Interaction; IT and Profit
- Citation
- 한국IT서비스학회지, v.8, no.1, pp.29 - 45
- Indexed
- KCI
OTHER
- Journal Title
- 한국IT서비스학회지
- Volume
- 8
- Number
- 1
- Start Page
- 29
- End Page
- 45
- URI
- https://scholar.korea.ac.kr/handle/2021.sw.korea/121494
- ISSN
- 1975-4256
- Abstract
- In this research, a model to measure the correlation between the performance of customer contact center and the business performance is developed using the well-known model, the market damage model of TARP. Three hypotheses are suggested and verified using real customer profit data and customer access data of the Industrial bank of Korea. As a result of this research, we know that there is a positive relation between increase of business profit and contact experience of customers to customer contact center. Also, customer satisfaction level for customer contact center contact experience is positively correlated with increase of business profit of the company. However, we could not find a meaningful correlation result between number of contacts to customer contact center and the business profit. Although this study is based on a particular one company data, the analyzation framework can be applicable to other banking companies for showing relations between performance of customer contact center and business profit of the company.
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Collections - College of Global Business > Global Business in Division of Convergence Business > 1. Journal Articles
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