APJIS Asia Pacific Journal of Information Systems

검색

The Journal for Information Professionals

Asia Pacific Journal of Information Systems (APJIS) is published by the Korea Society
of Management Information Systems (KMIS), which is the largest professional institute
in the field of information systems in Korea.

ISSN 2288-5404 (Print) / ISSN 2288-6818 (Online)

Editor : Sang-Yong Tom Lee

View full editorial board

menu05_sub01_ov.gif

Share this page

Current Issue

Date September 2015
Vol. No. Vol. 25 No. 3
DOI http://dx.doi.org/10.14329/apjis.2015.25.3.519
Page 519~539
Title Leveraging Accumulated Customer Knowledge in Electronic Knowledge Repositories for Superior Customer Service
Author Sujeong Choi, Il Ryu
Keyword Accumulated Customer Knowledge, Knowledge Management, Knowledge Utilization, Service Expertise, Service Quality
Abstract Customers are now demanding ever better service from customer service representatives (CSRs) to superior customer service. Accordingly, CSRs are required to have more specialized knowledge and abilities of customer service. This study examines the roles of accumulated customer knowledge in electronic knowledge repositories (EKRs), which a firm has developed for customer service over time to enhance CSRs’ work capabilities and work performance, in the context of call centers. To test the proposed research model and hypotheses, we conducted LISREL analysis using 261 responses collected on CSRs working for inbound call centers. The key results are as follows. First, accumulated customer knowledge in EKRs enhances CSRs’ knowledge utilization and service expertise during the customer contact. Second, CSRs’ knowledge utilization reinforces service expertise. Finally, service quality depends on CSRs’ knowledge utilization and service expertise, but it is not directly related to accumulated customer knowledge. Overall, the findings suggest that accumulated customer knowledge in EKRs enhances CSRs’ knowledge utilization and service expertise, and thereby leading to superior service quality.

Submit Your Manuscript
User Guide
Reviewer Guide

Home     l      Site Map      l       Abstracting/Indexing      l      FAQ      l      Publisher      l       Contact Us     l       Admin Login

© 2013 The Korean Society of Management Information Systems. All rights reserved.