DC Field | Value | Language |
---|---|---|
dc.contributor.author | Song, ChanHoo | ko |
dc.contributor.author | Lee, Sunhee | ko |
dc.contributor.author | Lee, EueHun | ko |
dc.date.accessioned | 2014-08-27T02:36:32Z | - |
dc.date.available | 2014-08-27T02:36:32Z | - |
dc.date.created | 2012-10-30 | - |
dc.date.created | 2012-10-30 | - |
dc.date.created | 2012-10-30 | - |
dc.date.issued | 2013-03 | - |
dc.identifier.citation | JOURNAL OF MANAGEMENT & ORGANIZATION, v.19, no.2, pp.210 - 223 | - |
dc.identifier.issn | 1833-3672 | - |
dc.identifier.uri | http://hdl.handle.net/10203/187399 | - |
dc.description.abstract | The purpose of this study is to examine whether outsourcing frontline functions warrants equivalent level of customer-orientated behaviors as provided by a that a principal organization provides, and, if not, what the causes of the differences are. Seven hundred and fifty- three frontline workers of a leading South Korean telecommunications company and its partner companies responded to a survey regarding their levels of customer-oriented behaviors, their supervisor's degree of customer-orientation, and their organization's training on customer-orientation., and Sstructural equation models were then utilized to examine the proposed relationships. The results show that the frontline workers of the partner organizations have a significantly lower level of customer-oriented behaviors compared to those of the principal organization. The immediate supervisors' degree of customer- orientation and customer- orientation training accounted for a significant amount of the differences found between the principal and partner organizations. | - |
dc.language | English | - |
dc.publisher | ECONTENT MANAGEMENT | - |
dc.subject | CONFIRMATORY FACTOR-ANALYSIS | - |
dc.subject | BUSINESS-TO-BUSINESS | - |
dc.subject | SALESPERSON PERFORMANCE | - |
dc.subject | SERVICE EMPLOYEES | - |
dc.subject | CALL CENTERS | - |
dc.subject | ORIENTATION | - |
dc.subject | SATISFACTION | - |
dc.subject | ANTECEDENTS | - |
dc.subject | SALESPEOPLE | - |
dc.subject | DELIVERY | - |
dc.title | Outsourcing frontline functions and implications on customer-oriented behaviors: A case of a telecommunications company and its partners in South Korea | - |
dc.type | Article | - |
dc.identifier.wosid | 000341629900006 | - |
dc.identifier.scopusid | 2-s2.0-84940256616 | - |
dc.type.rims | ART | - |
dc.citation.volume | 19 | - |
dc.citation.issue | 2 | - |
dc.citation.beginningpage | 210 | - |
dc.citation.endingpage | 223 | - |
dc.citation.publicationname | JOURNAL OF MANAGEMENT & ORGANIZATION | - |
dc.identifier.doi | 10.1017/jmo.2013.13 | - |
dc.contributor.localauthor | Song, ChanHoo | - |
dc.contributor.localauthor | Lee, EueHun | - |
dc.contributor.nonIdAuthor | Lee, Sunhee | - |
dc.type.journalArticle | Article | - |
dc.subject.keywordAuthor | customer-oriented behaviors | - |
dc.subject.keywordAuthor | outsourcing | - |
dc.subject.keywordAuthor | frontline workers | - |
dc.subject.keywordAuthor | supervisor | - |
dc.subject.keywordAuthor | training | - |
dc.subject.keywordAuthor | telecommunications industry | - |
dc.subject.keywordPlus | CONFIRMATORY FACTOR-ANALYSIS | - |
dc.subject.keywordPlus | BUSINESS-TO-BUSINESS | - |
dc.subject.keywordPlus | SALESPERSON PERFORMANCE | - |
dc.subject.keywordPlus | SERVICE EMPLOYEES | - |
dc.subject.keywordPlus | CALL CENTERS | - |
dc.subject.keywordPlus | ORIENTATION | - |
dc.subject.keywordPlus | SATISFACTION | - |
dc.subject.keywordPlus | ANTECEDENTS | - |
dc.subject.keywordPlus | SALESPEOPLE | - |
dc.subject.keywordPlus | DELIVERY | - |
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