客服中心當地以及非當地客戶服務代表的服務質量 Study on Clients’ Perceived Service Quality between Local and Non-Local Customer Care Representative in Call Centers

dc.contributor 邱皓政 zh_TW
dc.contributor HawJeng Chiou en_US
dc.contributor.author 黃順明 zh_TW
dc.contributor.author Wong Soon Ming en_US
dc.date.accessioned 2019-09-03T09:58:23Z
dc.date.available 2014-8-26
dc.date.available 2019-09-03T09:58:23Z
dc.date.issued 2014
dc.description.abstract Providing a good quality Customer Care has become vital for companies in order to succeed on the market and differ from competitors. Running call center is example of the service which companies offer to customers. However, in many cases companies distinguish running call centers as extra expenditure and as such in some cases outsource/offshore those to lower labor rate countries. As a result, Customer Care is regularly provided by non-local speakers. The aim of this thesis was to determine whether customers perceive service in a different manner hearing that employee is not a local speaker. Additionally, study examined which non-local speech characteristics are important for the service quality perception. Besides that, study looked for differences in the service quality perception between respondents under 30 years (so called Generation Y) and older respondents. Theoretical framework focused on three core areas – call center specifics, the service quality perception and the role of language in call centers in particular. Literature review helped to summarize factors characterizing non-local speech (accent, vocabulary, rhythm of speech, cognitive language frame and syntax) and determine suitable measure item scale for empirical part. The empirical study consisted of the pilot study and consequent survey study. Pilot study was based on customers´ and Customer Care representatives´ interviews. All Customer Care representatives had experience with conducting calls in their non-local language(s). Based on the pilot study, hypotheses were formed and consequently tested by survey realized in two countries, Taiwan and Philippines. Questionnaires with imaginary scenarios were used to gain data. A series of analyses on evaluating the measures as well as the testing of the hypotheses will be processed following the procedure of data collection. zh_TW
dc.description.abstract Providing a good quality Customer Care has become vital for companies in order to succeed on the market and differ from competitors. Running call center is example of the service which companies offer to customers. However, in many cases companies distinguish running call centers as extra expenditure and as such in some cases outsource/offshore those to lower labor rate countries. As a result, Customer Care is regularly provided by non-local speakers. The aim of this thesis was to determine whether customers perceive service in a different manner hearing that employee is not a local speaker. Additionally, study examined which non-local speech characteristics are important for the service quality perception. Besides that, study looked for differences in the service quality perception between respondents under 30 years (so called Generation Y) and older respondents. Theoretical framework focused on three core areas – call center specifics, the service quality perception and the role of language in call centers in particular. Literature review helped to summarize factors characterizing non-local speech (accent, vocabulary, rhythm of speech, cognitive language frame and syntax) and determine suitable measure item scale for empirical part. The empirical study consisted of the pilot study and consequent survey study. Pilot study was based on customers´ and Customer Care representatives´ interviews. All Customer Care representatives had experience with conducting calls in their non-local language(s). Based on the pilot study, hypotheses were formed and consequently tested by survey realized in two countries, Taiwan and Philippines. Questionnaires with imaginary scenarios were used to gain data. A series of analyses on evaluating the measures as well as the testing of the hypotheses will be processed following the procedure of data collection. en_US
dc.description.sponsorship 管理研究所 zh_TW
dc.identifier GN060055028O
dc.identifier.uri http://etds.lib.ntnu.edu.tw/cgi-bin/gs32/gsweb.cgi?o=dstdcdr&s=id=%22GN060055028O%22.&%22.id.&
dc.identifier.uri http://rportal.lib.ntnu.edu.tw:80/handle/20.500.12235/94710
dc.language 英文
dc.subject 客服中心 zh_TW
dc.subject 外包 zh_TW
dc.subject 境外外包 zh_TW
dc.subject 服務質量 zh_TW
dc.subject 客戶期望 zh_TW
dc.subject Call Center en_US
dc.subject Outsourcing en_US
dc.subject Offshoring en_US
dc.subject Perceived Service Quality en_US
dc.subject Customer Expectations en_US
dc.title 客服中心當地以及非當地客戶服務代表的服務質量 zh_TW
dc.title Study on Clients’ Perceived Service Quality between Local and Non-Local Customer Care Representative in Call Centers en_US
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