서비스 혁신이 성과에 미치는 영향 :혁신그룹과 일반그룹의 비교를 중심으로Effect of Service Innovation on the Performance of Call Centers
- Other Titles
- Effect of Service Innovation on the Performance of Call Centers
- Authors
- 김효정; 박광태
- Issue Date
- 2017
- Publisher
- 한국경영과학회
- Keywords
- Service Innovation; Call Center; Service Productivity
- Citation
- 한국경영과학회지, v.42, no.4, pp.67 - 76
- Indexed
- KCI
- Journal Title
- 한국경영과학회지
- Volume
- 42
- Number
- 4
- Start Page
- 67
- End Page
- 76
- URI
- https://scholar.korea.ac.kr/handle/2021.sw.korea/85262
- DOI
- 10.7737/JKORMS.2017.42.4.067
- ISSN
- 1225-1119
- Abstract
- We investigate the effect of service innovation on the performance of call centers. We also investigate whether there exists a significant difference between the group with service innovation and that without service innovation. We finally investigate the effect of supporting variables for the organization, such as task clarity, self-monitoring, and group activities, on its performance. We demonstrate that service innovation has a statistically significant positive effect on the organization’s performance. Self-monitoring is perceived to be more important and small-scale group activities are perceived to be less utilized in the group with service innovation. Meanwhile, task clarity, self-monitoring and small scale group activities have a statistically significant positive effect on the performance of the group with service innovation.
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Collections - Korea University Business School > Department of Business Administration > 1. Journal Articles
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