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논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2018.12
- 수록면
- 195 - 201 (7page)
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This study is attempted to demonstrate the structure of the influencing factors on the performance of services of knowledge based service firms. In the model presented, the structure is that service performance in knowledge-based services are affected by the strategic utilization of knowledge resources and service orientation factors of the service organization. And the service performance are also affected in which the systemization of service processes and customer satisfaction play a mediating role.
As an analysis result of examining 148 practitioners engaged in the knowledge service industry, it is necessary to increase the satisfaction of external customers in order to improve service performance in a knowledge-based service organizations. This can be achieved by increasing the satisfaction of internal customers. In addition, for this structure to be successful, the service production process to be provided to the customer must be enhanced. The service production process has been found to be an important factor influencing the internal customer satisfaction and service delivery process, especially in the use of knowledge resource, and customer oriented service among service orientation factors.
As an analysis result of examining 148 practitioners engaged in the knowledge service industry, it is necessary to increase the satisfaction of external customers in order to improve service performance in a knowledge-based service organizations. This can be achieved by increasing the satisfaction of internal customers. In addition, for this structure to be successful, the service production process to be provided to the customer must be enhanced. The service production process has been found to be an important factor influencing the internal customer satisfaction and service delivery process, especially in the use of knowledge resource, and customer oriented service among service orientation factors.
목차
Abstract
Ⅰ. Introduction
Ⅱ. Theoretical background
Ⅲ. Research Method
Ⅳ. Research Findings
Ⅴ. Discussion and Conclusions
REFERENCES
참고문헌 (28)
참고문헌 신청
[단행본] - Berry, L. L. / 1991 / Marketing Service-Com peting Through Quality / Free Press : 151 ~
[학술지(정기간행물)] - Birasnav. M. / 2014 / Knowledge management and organizational performance in the service industry: The role of transformational leadership beyond the effects of transactional leadership / Journal of Business Research 67 : 1622 ~ 1629
[학술지(정기간행물)] - Brady, M. K. / 2001 / Customer Orientation:Effects on Customer Service Perceptions and Outcome Behaviors / Journal of Service Research 3 (3) : 241 ~ 255
[학술지(정기간행물)] - Brown, T. J. / 2002 / The Customer Orientation of Service Workers:Personality Trait Efectson Self& Supervisor Performance Ratings / Journal of Marketing Research 39 : 10 ~ 19
[학술지(정기간행물)] - George, G.P. / 2009 / Internal Marketing Impact on Business Performance in a Retail Context / International Journal of Retail and Distribution Management 37 (7) : 600 ~ 628
[학술지(정기간행물)] - Birasnav. M. / 2014 / Knowledge management and organizational performance in the service industry: The role of transformational leadership beyond the effects of transactional leadership / Journal of Business Research 67 : 1622 ~ 1629
[학술지(정기간행물)] - Brady, M. K. / 2001 / Customer Orientation:Effects on Customer Service Perceptions and Outcome Behaviors / Journal of Service Research 3 (3) : 241 ~ 255
[학술지(정기간행물)] - Brown, T. J. / 2002 / The Customer Orientation of Service Workers:Personality Trait Efectson Self& Supervisor Performance Ratings / Journal of Marketing Research 39 : 10 ~ 19
[학술지(정기간행물)] - George, G.P. / 2009 / Internal Marketing Impact on Business Performance in a Retail Context / International Journal of Retail and Distribution Management 37 (7) : 600 ~ 628
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