Luận văn thạc sĩ 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: Luận văn thạc sĩ factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ
Luận văn thạc sĩ factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ
ylíUNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSNGUYEN QUOCVIENFACTORS AFFECTING THE UTILIZATION OF CALL CENTERIN CUSTOMER Luận văn thạc sĩ factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ SERVICE BY FIRMS IN VIETNAM MARKETMASTER OF BUSINESS (Honours)Ho Chi Minh City - year 2014ÌÌitUNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSNGUYEN QUOCVIENFACTORS AFFECTING THE UTILIZATION OF CALL CENTERIN CUSTOMER SERVICE BY FIRMSIN VIETNAM MARKETID:22110079MASTER OF BUSI Luận văn thạc sĩ factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ NESS (Honours)SUPERVISOR: Dr. DINH THAI HOANGHo Chi Minh City - year 2014ACKNOWLEDGEMENTDuring the process of writing my thesis. I had coped with diffLuận văn thạc sĩ factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ
iculties and obstacle that I could not anticipate, rhe pressure of daily work seems Io make me give up my study. However, thanks to rhe encouraging ofylíUNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSNGUYEN QUOCVIENFACTORS AFFECTING THE UTILIZATION OF CALL CENTERIN CUSTOMER Luận văn thạc sĩ factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ r, Dr. Drnli Thai Hoang, who with his wide research experience, guided me to complete this topic. Without his continuous support, encouragement, and enthusiasm, this research would hardly have been completed.1 am indebted to Dr. Nguyen Dinh rho for his immeasurable amount of teaching and guidance du Luận văn thạc sĩ factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ ring the research design course. Ĩ would like to thank Ms. Thai Thi Thu Giang, my âicnd al University of Economics Ho Chi Minh City, who introduced meLuận văn thạc sĩ factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ
the MBUS course at TSB and encouraged me to go to the end of the course.1 also express my warmest gratitude to my professors at 1SB. University of EcylíUNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSNGUYEN QUOCVIENFACTORS AFFECTING THE UTILIZATION OF CALL CENTERIN CUSTOMER Luận văn thạc sĩ factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ and willingness to help each other to complete our theses.Finally, this thesis is dedicated to my beloved parent and daughter who understand, encourage, and sympathize with me especially in making the convenient environment during my work of this dissertation.1ABSTRACTThis thesis aims to investigate Luận văn thạc sĩ factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ the factors that affect the utilization of call center in customer service by firms in Vietnam, especially in Ho Chi Minh City - a biggest and dynamiLuận văn thạc sĩ factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ
c center business of Vietnam. Many Vietnamese firms are using the call center as a tool for their customer service channel: however, the benefits thatylíUNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSNGUYEN QUOCVIENFACTORS AFFECTING THE UTILIZATION OF CALL CENTERIN CUSTOMER Luận văn thạc sĩ factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ cither directly or indiieclly remain unknown, rhe study uses quantitative research method with rhe sample size of 230 enterprises including firms are utilizing the call center for their own. firms are using the call center outsourcing service and films have hotline number to serve then customers. T Luận văn thạc sĩ factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ he reliability, convergent and discriminant validity of scales was tested by Cronbach’s Alpha coefficient and exploratory factor analysis then regressLuận văn thạc sĩ factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ
ion analysis was done to fmd out the correlation between the concepts in the theoretical model. This study finds that the key concepts in the technoloylíUNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSNGUYEN QUOCVIENFACTORS AFFECTING THE UTILIZATION OF CALL CENTERIN CUSTOMER Luận văn thạc sĩ factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ ts: perceived usefulness of call center, market orientation and sendee innovation are predictors of call center utilization. Learning orientation facilitates market orientation, perceived usefulness and perceived case of use of the call center by Vietnamese Linns. Hie result of this research assist Luận văn thạc sĩ factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ 111 identifying keys factors that lead Vietnamese firms to adopt using the call center as a tool to rake care, retain then customers and develop markeLuận văn thạc sĩ factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ
t Hl globalization stage; moreover, this study shows that both large enterprises and SMF. also gain the benefits from using call center by choosing thylíUNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSNGUYEN QUOCVIENFACTORS AFFECTING THE UTILIZATION OF CALL CENTERIN CUSTOMER Luận văn thạc sĩ factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ earning orientation, contact center in Vietnam.2CONTENTSACKNOWLEDGEMENT........................................................................1ABSTRACT...............................................................................2LIST OF TABLES AND FIGURES.......................................... Luận văn thạc sĩ factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ ...................5CHAPTER 1: INTRODUCTION................................................................6I. I. Contact center introduction.........Luận văn thạc sĩ factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ
.......................................6ylíUNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSNGUYEN QUOCVIENFACTORS AFFECTING THE UTILIZATION OF CALL CENTERIN CUSTOMER ylíUNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSNGUYEN QUOCVIENFACTORS AFFECTING THE UTILIZATION OF CALL CENTERIN CUSTOMERGọi ngay
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