지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술대회자료
- 저자정보
- 발행연도
- 2014.5
- 수록면
- 311 - 341 (31page)
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이 논문의 연구 히스토리 (2)
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초록· 키워드
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The purpose of this study is to identify the success factors for operations of home-based work in call center service settings. Both Delphi and survey methods were adopted to conduct this research. This study included 13 participants with experience in working from a home-based call center. Content Validity Rate (CVR) was used to judge the most effective factors in the Delphi Method. The Delphi results were then verified using multiple regression analysis based on the responses of 161 frontline employees who work at home. Using the Delphi method, 46 factors were elicited, including, meaning of work, online training system, organizational, social support, and simplicity of job/task. Among them, 12 factors such as meaning of work, work centrality, KMS, Remote IT system, HR-WFM system, Agent performance system, manager"s transformational leadership, organizational social support, proper incentive scheme, narrow scope of task and process clarity shows significantly positive outcomes for the home-based workers. Giving employees variety in their working schedules shows a trade-off effect between service quality and productivity; it affects productivity positively but service quality negatively. The research provides service managers with the key factors of home-based operations that influence outcome performance and provides researchers with a framework of home-based study. The study’s rigor was enhanced by using secondary data from company systems and internal performance data.
목차
Abstract
Ⅰ. Introduction
Ⅱ. Background and Literature Review
Ⅲ. Delphi Study
Ⅳ. Survey Study
Ⅴ. Conclusion
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UCI(KEPA) : I410-ECN-0101-2016-325-001750133