Factors affecting the utilization centerin customer service by firms in vietnam market luận văn thạc sĩ
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Factors affecting the utilization centerin customer service by firms in vietnam market luận văn thạc sĩ
Factors affecting the utilization centerin customer service by firms in vietnam market luận văn thạc sĩ
UNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSUEHLI SBW«n.r/Ail Scnool a f fUK. rx-itNGUYEN QUOC VIENFACTORS AFFECTING THE U Factors affecting the utilization centerin customer service by firms in vietnam market luận văn thạc sĩUTILIZATION OF CALL CENTERIN CUSTOMER SERVICE BY FIRMS IN VIETNAM MARKETMASTER OF BUSINESS (Honours)Ho Chi Minh City - year 2014ft.....................................................UNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSNGUYEN QUOC VIENFACTORS AFFECTING THE UTILIZA Factors affecting the utilization centerin customer service by firms in vietnam market luận văn thạc sĩTION OF CALL CENTERIN CUSTOMER SERVICE BY FIRMSIN VIETNAM MARKETID:22110079MASTER OF BUSINESS (Honours)SUPERVISOR: Dr. DINH THAI HOANGHo Chi Minh CityFactors affecting the utilization centerin customer service by firms in vietnam market luận văn thạc sĩ
- year 2014ÌI..................................................—https://khothuvien.cori!ACKNOWLEDGEMENTDuring the process of writing my thesis, I hadUNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSUEHLI SBW«n.r/Ail Scnool a f fUK. rx-itNGUYEN QUOC VIENFACTORS AFFECTING THE U Factors affecting the utilization centerin customer service by firms in vietnam market luận văn thạc sĩhe encouraging of my supervisor, Dr. Dinh Thai Hoang, I was received a great will to overcome step by step the difficulties.I own my deepest gratitude to my supervisor, Dr. Dinh Thai Hoang, who with his wide research experience, guided me to complete this topic. Without his continuous support, encou Factors affecting the utilization centerin customer service by firms in vietnam market luận văn thạc sĩragement, and enthusiasm, this research would hardly have been completed.I am indebted to Dr. Nguyen Dinh Tho for his immeasurable amount of teachingFactors affecting the utilization centerin customer service by firms in vietnam market luận văn thạc sĩ
and guidance during the research design course. I would like to thank Ms. Thai Thi Thu Giang, my friend at University of Economics Ho Chi Minh City, wUNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSUEHLI SBW«n.r/Ail Scnool a f fUK. rx-itNGUYEN QUOC VIENFACTORS AFFECTING THE U Factors affecting the utilization centerin customer service by firms in vietnam market luận văn thạc sĩUniversity of Economics Ho Chi Minh City for their teaching and guidance during my MBƯS course I wish to thank warmly my classmates who showed their teamwork spirit and willingness to help each other to complete our theses.Finally, this thesis is dedicated to my beloved parent and daughter who under Factors affecting the utilization centerin customer service by firms in vietnam market luận văn thạc sĩstand, encourage, and sympathize with me especially in making the convenient environment during my work of this dissertation.1https://khothuvien.cori!Factors affecting the utilization centerin customer service by firms in vietnam market luận văn thạc sĩ
ABSTRACTThis thesis aims to investigate the factors that affect the utilization of call center in customer service by firms in Vietnam, especially in UNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSUEHLI SBW«n.r/Ail Scnool a f fUK. rx-itNGUYEN QUOC VIENFACTORS AFFECTING THE U Factors affecting the utilization centerin customer service by firms in vietnam market luận văn thạc sĩice channel; however, the benefits that Vietnamese customer orientation firms or broader the orientation market firms gain from its customer focus or market focus through call center system either directly or indirectly remain unknown. The study uses quantitative research method with the sample size Factors affecting the utilization centerin customer service by firms in vietnam market luận văn thạc sĩ of 230 enterprises including firms are utilizing the call center for their own, firms are using the call center outsourcing service and firms have hoFactors affecting the utilization centerin customer service by firms in vietnam market luận văn thạc sĩ
tline number to serve their customers. The reliability, convergent and discriminant validity of scales was tested by Cronbach’s Alpha coefficient and UNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSUEHLI SBW«n.r/Ail Scnool a f fUK. rx-itNGUYEN QUOC VIENFACTORS AFFECTING THE U Factors affecting the utilization centerin customer service by firms in vietnam market luận văn thạc sĩnds that the key concepts in the technology acceptance model (TAM), perceived ease of use of the call center, cannot be used to predict call center utilization by organizations. Other concepts: perceived usefulness of call center, market orientation and service innovation are predictors of call cent Factors affecting the utilization centerin customer service by firms in vietnam market luận văn thạc sĩer utilization. Learning orientation facilitates market orientation, perceived usefulness and perceived ease of use of the call center by Vietnamese fFactors affecting the utilization centerin customer service by firms in vietnam market luận văn thạc sĩ
irms. The result of this research assist in identifying keys factors that lead Vietnamese firms to adopt using the call center as a tool to take care,UNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSUEHLI SBW«n.r/Ail Scnool a f fUK. rx-itNGUYEN QUOC VIENFACTORS AFFECTING THE U Factors affecting the utilization centerin customer service by firms in vietnam market luận văn thạc sĩts from using call center by choosing the right form of call center investment; owning a call center or using call center outsourcing.Keywords: Call center utilization, market orientation, learning orientation, contactcenter in Vietnam.CONTENTSACKNOWLEDGEMENT......................................... Factors affecting the utilization centerin customer service by firms in vietnam market luận văn thạc sĩ.....................1ABSTRACT.....................................................................2UNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSUEHLI SBW«n.r/Ail Scnool a f fUK. rx-itNGUYEN QUOC VIENFACTORS AFFECTING THE UUNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSUEHLI SBW«n.r/Ail Scnool a f fUK. rx-itNGUYEN QUOC VIENFACTORS AFFECTING THE UGọi ngay
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