Journal of Information Technology Services (한국IT서비스학회지)

Korea Society of IT Services (한국IT서비스학회)
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The Effects of Information Quality on Call Center Agents' Individual Impacts : Focused on Call Center Customer Service Information Systems

콜센터 고객정보시스템의 정보품질이 상담원 업무 성과에 미치는 영향에 관한 연구

  • 양동현 (건국대학교 일반대학원 정보통신경영학과) ;
  • 안준모 (건국대학교 경영대학 경영정보전공) ;
  • 함유근 (건국대학교 경영대학 경영정보전공) ;
  • 민형진 (건국대학교 정보기술아웃소싱연구소)
  • Received : 2013.07.26
  • Accepted : 2014.03.09
  • Published : 2014.03.31
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Abstract

This paper is a study on information Quality of Domestic Call Center Information System; recognized the importance of information quality and analyzed the impact on use and satisfaction of users following information quality which is a success element and ultimately the impact on user's performance by expanding information quality evaluating model by Jeong-Woo Lee et al.(2003) who reflected domestic special corporate culture based on information system success model by DeLone and McLean(2003). This is meaningful in providing theoretical foundation for efficient information quality supply and building quality management system at call center in future and provides hints to be considered in raising understanding of consultants on provided information and arranging ground that can utilize it in a timely manner.

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References

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