A Study on Enhancing the Multi-function Business Machines Customer Service Personnel Service Performance

• Main Author: 翁俊昕
• Other Authors: 黃華山
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/09521030690332334790

碩士 === 國立彰化師範大學 === 資訊管理學系所 === 98 === In modern industrial structure, the service industry with the rapid economic growth increased year by year. So for quality of service-related research is very broad, a service provider is concerned, without exception, to actively enhance the quality of service, to improve customer satisfaction, period of the original customers can become loyal customers, develop new customers are required to spend six times to retain the original customers the cost, but also encourage companies are rushing to upgrade service quality. Based on the relevant literature reviews, this research adopts the Delphi technique, through the discussion of twenty scholars and professionals’ interviews, obtaining information on the customer service personnel’s performance improvement data, referred to the suggestions and points of view of scholars and professionals, and through the process of data analysis, the common consensus is reached. As a result, the critical success factors for advancing the customer service personnel’s performance of multi-function business machines are concluded as follows: educational training of the customer service personnel, incentive Strategies on the performance, organizational factors, personal factors, skills and abilities of the customer service personnel, work pressure suffered from by the customer service personnel. It consists of six dimensions and fifty-seven sub-themes. The study results attempted to help explore the critical success factors for improving the performance of multi-function business machines, and would provide helpful consultation that could be used by multi-function business machines manufacturers for the performance improvement of customer service personnel. keywords: multi-function business machines, Delphi technique, job performance, critical success factors