텔레마케터의 대인서비스 역량이 경영성과에 미치는 영향에 관한 연구

Abstract

A study on the Effects of Telemarketers service orientation on business performance

Song, Chung-Hwan Advisor : prof. Jong-rok Yoon, Ph.D. Department of Business Adminstration Graduate School of Chosun University

Increasing competition between companies in situations where the service economy, recently recognized the importance of corporate and market share by acquiring customers, but to generate revenue has recognized the importance of marketing management. Such a market structure that appears to fit the new means of marketing, telemarketing convenience for the consumer, enabling cost savings for companies, and marketing as a way to profitable large scale industries are growing. Successful Telemarketing plays an important role for one of the factors that telemarketing is the subject of telemarketers. Depending on the mission and how telemarketers company's sales and image can have a significant impact on since. Many companies currently operating in the telemarketers has been selected. Telemarketers promising professions for women known as the 21st century, and many businesses in the actual training conducted by employing telemarketers and telemarketers, but academic research on the situation analysis is insufficient. This research service telemarketers interpersonal competence, service orientation and business performance of the structural relationship that aims to understand. To achieve this purpose, the configuration information, the validity of the first survey and a survey to understand the reality of the investigation was conducted. This study, such a relationship in business performance management strategy for the company to increase the company's personal services performed in terms of organizational capacity of the service-oriented management of the company and how variables affect is to understand. results of this survey based on a preliminary survey questionnaire 2012 with reorganized March 23 to April 20 of a total 29 days over the validity of this information to improve the telecommunications, finance and insurance, service charge telemarketers engaged in total of 300 copies to distribute to target 300 were collected. Poor response of these 216 samples, except 84 copies were used in the empirical analysis. Results of this study can be summarized as follows. First, personal service, interpersonal skills and service capabilities in the relationship between management and the business performance positive (+) had a significant influence. The interpersonal relationship between service capacity and service orientation, service orientation, interpersonal service capabilities in the positive (+) had a significant influence. In other words, personal service capabilities greatly improve the service orientation means that it has influence. Service orientation and business performance management and service orientation in relation to a significant positive influence. Service orientation, interpersonal service station business performance verification between the mediating effect is found to have a complete mediating effect. The implications of this study are as follows: This study via the service orientation, interpersonal service capabilities to influence the business performance implications can be found in that describes the hayeotdaneun. The findings of the Adult Services Competency telemarketers have a direct impact on the business performance showed, service orientation to mediate a positive impact on business performance showed that. From the perspective of the management of the relevant telemarketers effective internal marketing strategy for the establishment of executive agencies of the telemarketers themselves must change. First, telemarketers and service companies recognize that the service sector as practitioners of the need to change your perspective on the internal customer has. Iin the future, especially to the strengthening of personal service if you must be armed with service-oriented organization's vision and strategy accordingly presented properly working in the customer contact personnel actively telemarketer must assist customers to be serviced is. So break away from the existing management aspects of a customer oriented leave to guide the entire organization and to get out of the fact that the year is suggested. Essential role of telemarketers, and most important target is the representative. Representatives of telemarketers ignoring their unique feelings, needs driven by a one-sided Gospel According to St seungjinje the practice of annual salary and the ability to import jachit because side effects, contributed to the high representative and the appropriate award, in a good direction to staff who do not Motivation can be an effective reward system (incentives) must be enforced, will be needed. Addition, the company's business team and the wealth that serve as the operation of autonomous institutions clinic or center is required. Personnel responsible for financial and personnel operations and decision-making authority, and an independent assessment about the clinic or center of the structure of the high contribution of personnel management to increase achievement award will be a way.