Luận văn thạc sĩ UEH 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 UEH factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ
Luận văn thạc sĩ UEH 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 UEH 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 UEH 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 iny thesis. 1 had coped with difLuận văn thạc sĩ UEH factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ
ficulties and obstacle that I could not anticipate. The pressure of daily work seems to make me give up my study. However, thanks to the encouraging oylíUNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSNGUYEN QUOCVIENFACTORS AFFECTING THE UTILIZATION OF CALL CENTERIN CUSTOMER Luận văn thạc sĩ UEH factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ r. Dr. Dinh 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.Ĩ am indebted to Dr. Nguyen Dinh Tho for his immeasurable amount of teaching and guidance dur Luận văn thạc sĩ UEH factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ ing the research design course. 1 would like to thank Ms. Thai 1 hi Thu Giang, my friend at University of Economics Ho Chi Minh City, who introduced mLuận văn thạc sĩ UEH factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ
e the MBUS course al 1SB and encouraged me to go to the end of the course.Ĩ also express my warmest gratitude to my professors at ĨSB. University of EylíUNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSNGUYEN QUOCVIENFACTORS AFFECTING THE UTILIZATION OF CALL CENTERIN CUSTOMER Luận văn thạc sĩ UEH factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ nd willingness to help each other to complete our theses.finally, this thesis is dedicated to my beloved parent and daughter who understand, encourage, mid sympathize with me especially in making the convenient environment during my work of this dissertation.1ABSTRACTThis thesis aims to investigate Luận văn thạc sĩ UEH 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 dynamicLuận văn thạc sĩ UEH factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ
center business of Vietnam. Many Vietnamese firms are using the call center as a tool for their customer service channel; however, the benefits that ylíUNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSNGUYEN QUOCVIENFACTORS AFFECTING THE UTILIZATION OF CALL CENTERIN CUSTOMER Luận văn thạc sĩ UEH factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ either directly or indirectly remain unknown. The study uses quantitative research method with the sample size of 230 enterprises including linns are utilizing the call center for then own. firms arc using the call center outsourcing service and firms have hotline number to serve their customers. Th Luận văn thạc sĩ UEH factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ e reliability, convergent and discriminant validity of scales was tested by Cronbach’s Alpha coefficient and exploratory factor analysis then regressiLuận văn thạc sĩ UEH factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ
on analysis was done to find 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 UEH factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ s: perceived usefulness of call center, market orientation and service innovation arc predictors of call center utilization. Learning orientation facilitates market orientation, perceived usefulness and perceived ease of use of the call center by Vietnamese firms. The result of this research assist Luận văn thạc sĩ UEH factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ in identifying keys factors that lead Vietnamese linns to adopt using the call center as a tool to lake care, retain their customers and develop markeLuận văn thạc sĩ UEH factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ
t in globalization stage; moreover, this study shows that both large enterprises and SME also gain the benefits from using call center by choosing theylíUNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSNGUYEN QUOCVIENFACTORS AFFECTING THE UTILIZATION OF CALL CENTERIN CUSTOMER Luận văn thạc sĩ UEH factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ arning orientation, contact center in Vietnam.2CONTENTSACKNOWLEDGEMENT.........................................................................IABSTRACT................................................................................2LIST OF TABLES AND FIGURES......................................... Luận văn thạc sĩ UEH factors affecting the utilization centerin customer service by firms in vietnam market , luận văn thạc sĩ .....................5CHAPTER 1: INTRODUCTION.................................................................61.1.Contact center introduction........Luận văn thạc sĩ UEH 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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