http://chineseinput.net/에서 pinyin(병음)방식으로 중국어를 변환할 수 있습니다.
변환된 중국어를 복사하여 사용하시면 됩니다.
콜센터 서비스에 대한 인지된 품질이 서비스 로열티에 미치는 영향- 인지된 브랜드 개성의 매개효과를 중심으로 -
이명식 ( Myeong Sik Lee ),김경숙 ( Gyoung Suk Kim ) 한국품질경영학회 2012 품질경영학회지 Vol.40 No.4
Purpose: This study examines the causal relationship among perceived call center service quality perceived brand personality and service loyalty. Methods: This study employs call center services in mobile phone credit card and internet shopping to collect data from respondents via on-line survey and analyzes causal relationship among above-mentioned three constraints. Results: Perceived call center service quality has a positive impact on perceived brand personality and service loyalty. Perceived brand personality has a positive impact on service loyalty. Cognitive loyalty has a positive influence on attitudinal loyalty. Attitudinal loyalty has a positive impact on behavioral loyalty. Perceived brand personality has a mediating effect towards perceived call center service quality and service loyalty. Conclusion: In order to improve service loyalty it is necessary to understand diverse variables. Call center service companies are required to find the ways to improve their service quality while positively applying the techniques of differentiating the brand personality used by manufacturing companies.
김건년(Kim, Gun-Nyeon),이명식(Lee, Myeong-Sik) 대한건축학회 2021 대한건축학회 학술발표대회 논문집 Vol.41 No.2
Currently, due to the lack of manpower and workers’ construction experience at the construction site, it is difficult to clearly review the drawing specification and construction problems frequently occur during the progress. Not only that, clear management of materials used in the field is also difficult. For this reason, more than 10 years after BIM was introduced, many construction companies are making various attempts to introduce BIM. However, applying the construction BIM to date is a big burden to them in terms of time and cost. So they are loo king for an operation plan to obtain the desired effect at a minimum cost. Therefore, this study analyzed the use and effect of BIM in the field based on practical cases, and through this, it is intended to help construction companies establish BIM application processes.