서비스 혁신이 성과에 미치는 영향 :혁신그룹과 일반그룹의 비교를 중심으로

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.