콜센터에서 전자적 지식저장소 내의 고객지식품질과 서비스 전문성의 관계 그리고 업무효능감의 조절효과

다국어 초록 (Multilingual Abstract)

This study focuses on the role of customer knowledge resources stored in electronic knowledge repositories (EKRs), such as knowledge management systems and knowledge protals, in developing a firm"s service capabilities and service performance. More specifically, from the information systems success model and previous studies applying the model, this study draws five dimensions of customer knowledge quality in the context of call centers, such as relevance, timeliness, accuracy, completeness, and representation. Furthermore, this study examines that these five dimensions influence customer service representatives (CSRs)" service expertise and thereby enhancing their service work performance. Finally, this study verifies the moderating effect of CSRs" job efficacy on the relationship of customer knowledge quality and service expertise.
To test the proposed research model and hypotheses, we conducted Amos analysis using a total of 317 responses collected on CSRs working for call centers. Concerning the influence of five dimensions of customer knowledge quality on CSRs" service expertise, the results show that relevance, completeness, and accuracy have a positive effect on service expertise, whereas timeliness and representation do not. Moreover, the results support the assertion that superior service performance relies on CSRs" service expertise. Finally, the moderating effect of job efficacy is significant on the relationships between accuracy/representation and service expertise.

목차 (Table of Contents)

• Abstract
• Ⅰ. 서론
• Ⅱ. 문헌연구
• Ⅲ. 연구모형과 연구가설
• Ⅳ. 실증분석 및 결과
• Ⅴ. 결론
• 참고문헌

참고문헌 (Reference)

1 박정하, "호텔종사원의 직무요구와 직무소진과의 관계에 자기효능감의 조절효과" 관광경영학회 20 (20): 241-263, 2016

2 한광현, "자기 효능감 및 집단효능감이 호텔근로자의 소진과정에 미치는 조절효과" 한국호텔외식관광경영학회 14 (14): 65-89, 2005

3 Lee, S., "Understanding Post-adoption Usage of Mobile Data Service : The Role of Supplier-side Variables" 10 (10): 860-888, 2009

4 Grant, R., "Toward a Knowledgebased Theory of the Firm" 17 (17): 109-122, 1996

5 Batt, R., "The Viability of Alternative Call Centre Production Models" 12 (12): 14-34, 2002

6 Bitner, M. J., "The Service Encounter : Diagnosing Favorable and Unfavorable Incidents" 54 (54): 71-84, 1990

7 Gray, P. H., "The Role of Knowledge Repositories in Technical Support Environments : Speed Versus Learning in User Performance" 22 (22): 159-190, 2005

8 George, W. R., "The Retailing of Services –A Challenging Future" 53 (53): 85-98, 1977

9 Pfeffer, J., "The Knowing-Doing Gap: How Smart Compaines Turn Knowledge into Action" 2000

10 Bock, G. W., "The Impact of Information Overload and Contribution Overload on Continued Usage of Electronic Knowledge Repositories" 20 : 257-278, 2010

11 Bock, G. W., "The Effect of Social Context on the Success of Knowledge Repository Systems" 55 (55): 536-551, 2008

12 DeLone, W. H., "The DeLone and McLean Model of Information Systems Success : A Ten-Year Update" 19 (19): 9-30, 2003

13 Parasuraman, A., "Technology Readiness Index(TRI) : A Multiple-item Scale to Measure Readiness to Embrace New Technologies" 2 (2): 307-320, 2000

14 Brady, M. K., "Some New Thoughts on Conceptualizing Perceived Service Quality : A Hierarchical Approach" 65 (65): 34-49, 2001

15 Bandura, A., "Social Learning Theory" Prentice-Hall 1977

16 Lytle, R. S., "Serv*Or : A Managerial Measure of Organizational Service-Orientation" 74 (74): 455-489, 1998

17 Parasuraman, A., "SERVQUAL : A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality" 64 (64): 12-40, 1988

18 Arnold, T., "Role Stressors and Retail Performance : The Role of Perceived Competitive Climate" 85 (85): 194-205, 2009

19 Alavi, M., "Review : Knowledge Management and Knowledge Management Systems : Conceptual Foundations and Research Issues" 25 (25): 107-136, 2001

20 Huber, G. P., "Organizational Learning : The Contributing Processes and the Literatures" 2 (2): 88-115, 1991

21 Hair, F. Joseph, Jr., "Multivariate Data Analysis" Pearson Prentice Hall 2010

22 Carlzon, J., "Moments of Truth: New Strategics for Today's Customer - Driven Economy" Harper Collins 1987

23 Choi, S., "Moderating Effects of Supervisor Support, Monetary Rewards, and Career Paths on the Relationship between Job Burnout and Turnover Intentions in the Context of Call Centers" 22 (22): 492-516, 2012

24 Miller, J., "Measuring Effectiveness of Computer Based Information Systems in the Financial Services Sector" 11 (11): 107-124, 1987

25 Majchrzak, A., "Managing Client Dialogues during Information Systems Design to Facilitate Client Learning" 29 (29): 653-663, 2005

26 Setia, P., "Leveraging Digital Technolgoies : How Information Quality Leads to Localized Capabilities and Customer Service Performance" 37 (37): 565-590, 2005

27 최수정, "Leveraging Accumulated Customer Knowledge in Electronic Knowledge Repositories for Superior Customer Service" 한국경영정보학회 25 (25): 519-539, 2015

28 Xu, J., "Integrating Service Quality with System and Information Quality : An Empirical Test in the E-service Context" 37 (37): 777-794, 2013

29 Tanriverdi, H., "Information Technology Relatedness, Knowledge Management Capability, and Performance of Multibusiness Firms" 29 (29): 311-334, 2005

30 DeLone, W. H., "Information Systems Success : The Quest for the Dependent Variable" 3 (3): 60-95, 1992

31 Wood, R. E., "Impact of Conceptions of Ability on Self-regulatory Mechanisms and Complex Decision Making" 56 (56): 407-415, 1989

32 Speier, C., "Generalized Self-efficacy as a Mediator and Moderator between Control and Complexity at Work and Personal Initiative : A Longitudinal Field Study in East Germany" 10 (10): 171-192, 1997

33 Fornell, C., "Evaluating Structural Equations with Unobservable Variables and Measurement Error" 18 (18): 39-50, 1981

34 Bitner, M. J., "Evaluating Service Encounters : The Effects of Physical Surroundings and Employee Responses" 54 (54): 69-82, 1990

35 Jimmieson, N., "Employee Reactions to Behavioral Control under Conditions of Sstress : The Moderating Role of Self-efficacy" 14 : 262-280, 2000

36 Mukherjee, A., "Does Role Clarity Explain Employee-perceived Service Quality" 17 (17): 444-473, 2006

37 Cheung, P., "Do Knowledge Reuse Make a Creative Person More Creative" 45 : 219-227, 2008

38 Schaubroeck, J., "Divergent Effects of Job Control on Coping with Work Stressors : The Key Role of Self-efficacy" 40 (40): 738-754, 1997

39 Bailey, J. E., "Development ofa Tool for Measuring and Analyzing Computer User Satisfaction" 29 (29): 530-545, 1983

40 Nederlof, A., "Customer Obsession: Your Roadmap to Profitable CRM" The Anton Press 2002

41 Kankanhalli, A., "Contributing Knowledge to Electronic Knowledge Repositories : An Empirical Investigation" 29 (29): 113-143, 2005

42 Bandura, A., "Cognitive perspectives on emotion and motivation" Springer 1988

43 Halbesleben, J, R. B., "Burnout in Organizational Life" 30 (30): 859-857, 2004

44 Parasuraman, A., "An Updated and Streamlined Technology Readiness Index : TRI 2. 0" 18 (18): 59-74, 2015

45 Gist, Marilyn E., "A Theoretical Analysis of Its Determinants and Malleability" 17 (17): 183-211, 1992

46 Seddon, P. B., "A Respecification and Extension of the DeLone and McLean Model of IS Success" 8 (8): 240-253, 1997

47 Watson, S., "A Multi-Theoretical Model of Knowledge Transfer in Organizations : Determinants of Knowledge Contribution and Knowledge Reuse" 43 (43): 141-173, 2006