DC Field | Value | Language |
---|---|---|
dc.contributor.advisor | 김혜진 | - |
dc.contributor.author | Yoo, Hyunsoo | - |
dc.contributor.author | 유현수 | - |
dc.date.accessioned | 2024-07-26T19:30:24Z | - |
dc.date.available | 2024-07-26T19:30:24Z | - |
dc.date.issued | 2023 | - |
dc.identifier.uri | http://library.kaist.ac.kr/search/detail/view.do?bibCtrlNo=1046580&flag=dissertation | en_US |
dc.identifier.uri | http://hdl.handle.net/10203/320811 | - |
dc.description | 학위논문(박사) - 한국과학기술원 : 기술경영학부, 2023.8,[iii, 68 p. :] | - |
dc.description.abstract | The evolution of technology and the onset of pandemics have brought about significant transformations in the service landscape, compelling service companies to adapt accordingly. To effectively navigate these changes and cater to customers in the new service environment, companies must devise strategies centered around their customer contact employees. This dissertation aims to foster a comprehensive discussion on the strategic choices available to employees in response to shifting service environments, identify the most effective strategies, and elucidate the role of customer contact employees. Moreover, two distinct essays within this dissertation delve into service encounters in offline and online contexts, respectively, drawing upon data from the auto rental industry and the tourism sector as representative examples of the service industry. To facilitate the research, a longitudinal perspective was adopted, and empirical analysis employing panel analysis and machine learning techniques was conducted. | - |
dc.language | eng | - |
dc.publisher | 한국과학기술원 | - |
dc.subject | Customer contact employee▼aEmployee's role▼aLongitudinal interplay▼aService industry | - |
dc.subject | 소비자 접촉 직원▼a직원의 역할▼a종단적 상호작용▼a서비스 산업 | - |
dc.title | Essays on customer contact employees in service organizations | - |
dc.title.alternative | 소비자 접촉 직원에 관한 연구: 서비스 산업을 중심으로 | - |
dc.type | Thesis(Ph.D) | - |
dc.identifier.CNRN | 325007 | - |
dc.description.department | 한국과학기술원 :기술경영학부, | - |
dc.contributor.alternativeauthor | Kim, Hye-jin | - |
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