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題名:建立客戶服務中心之服務品質分析程序:以中華電信障礙服務為例
書刊名:資訊管理學報
作者:侯君溥吳文雄 引用關係林盛程林琬儒
作者(外文):Ho, Chin-fuWu, Wen-hsiungLin, Sheng-chengLin, Wan-ju
出版日期:2004
卷期:11:1
頁次:頁1-33
主題關鍵詞:客戶服務中心服務品質品質功能展開電信服務業Call centerService qualityQuality function deployment
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(1) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:1
  • 共同引用共同引用:0
  • 點閱點閱:19
對提供電信服務之客服中心管理者而言,如何在動態的顧客呼叫請求之環境,確實掌握顧客之需求,收集並分析服務品質的相關資料,並配合組織流程知運作有效的改善系統服務水準,以提昇顧客服務品質,是十分重要的議題,然而相關文獻卻仍十分缺乏。本研究試圖建立一套結構化及系統化的方法,首先建立服務品質分析模型以找出可能影響因素,再以問卷調查方式進行顧客聲音 (Voice of Customer,VOC) 的收集,以了解客服中心服務系統之使用客戶對服務系統認知之服務水準。其次再將顧客的聲音透過品質機能展開 (Quality Function Deployment,QFD) 的方法,配合服務系統有關技術特性之服務品質要素對應成關係矩陣,以品質屋以品質屋搭配KJ法 (親和圖,Affinity Diagram) 進行二階段展開以篩選出服務品質要素之重要度與服務系統相關部門的重要管理內容,最後再用以分析客服中心服務品質建立之相關程序與影響因素之重要程度,期能協助電信服務業者改善客戶服務品質。在實證方面也將此分析程序應用於國內電信業者,個案研究資料顯示本研究所提之分析程序確能實際運用於電信服務業者並幫助其做好客服中心服務品質管理。
In a competitive environment with dynamic incoming calls, it's quite important for call center managers to master customer requirements efficiently, to improve service level effectively in coordination with business processes, and therefore contributes to the promotion of the perceived service quality for customers. However, a workable instruction capable of guiding the implementation processes is still scanty. In this paper, we try to develop a series of systematic procedures in an attempt to deal with such a dilemma. First, we propose a service quality analytical model managed to identify possible factors which may affect service quality of call centers, a survey is then conducted to collect the Voice of Customer (VOC), which plays the role of the basis for understanding perceived service quality of call center users. Second, the Quality Function Deployment (QFD) is employed in accordance with technical features of service providing system to derive the relationship matrix of service quality, thereby the Quality House and Affinity Diagram are introduced to draw determinants of service quality and their corresponding activities performer. Finally, the results obtained in previous steps may serve as the foundation for further analysis to achieve high service level. An empirical study was conducted and lends credibility to our approach proposed.
期刊論文
1.Wasserman, G. S.(1993)。On How to Prioritize Design Requirements During The QFD Planning Process。IIE Transactions,25(3),59-65。  new window
2.Hauser, John R.、Clausing, Don(1988)。The house of quality。Harvard Business Review,66(3),63-73。  new window
3.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing,49(4),41-50。  new window
4.Alrecht, K.(1985)。Achieving Excellence in Service。Training and Development Journal,39,46-67。  new window
會議論文
1.Lyman, D.(1990)。Deployment Normalization。The 2nd Symposium on Quality Function Development,ASQC, ASI, and GOAL/QPC 。Dearborn, MI。307-315。  new window
圖書
1.Sasser, W. E.、Olsen, R. P.、Wyckoff, D. D.(1978)。Management of Service Operations: Text, Cases and Readings。Boston:Allyn and Bacon, Inc.。  new window
2.Anton, J.(1997)。Call Center Management by the Numbers。Call Center Management by the Numbers。沒有紀錄。  new window
3.Carlzon, J.(1987)。Moments of the Truth。Moments of the Truth。Cambridge, MA。  new window
4.Cleveland, B.、Mayben, J.(1997)。Call Center Management on Fast Forward: Succeeding in Today's Dynamic Inbound Environment。Call Center Management on Fast Forward: Succeeding in Today's Dynamic Inbound Environment。沒有紀錄。  new window
5.Gavoor, M. D.、Wasserman, G. S.(1989)。Framing QFD as a Mathematical Program。Framing QFD as a Mathematical Program。沒有紀錄。  new window
6.Ramaswamy, R.(1996)。Design and Management of Service Process。Design and Management of Service Process。New York, NY。  new window
 
 
 
 
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