Journal Search Engine
Search Advanced Search Adode Reader(link)
Download PDF Export Citaion korean bibliography PMC previewer
ISSN : 2233-4165(Print)
ISSN : 2233-5382(Online)
The International Journal of Industrial Distribution & Business Vol.9 No.2 pp.27-38
DOI : http://dx.doi.org/10.13106/ijidb.2018.vol9.no2.27.

A Study on Customer Satisfaction Factors of Supply Chain Management Support Center(SCSC)

Byung-Mo Coo*
* Assistant Professor, Dept. of International Business and Management, Hansei University, Korea. Tel: +82-31-450-9813, E-mail: bmcoo@hansei.ac.kr
January 19, 2018 February 5, 2018 February 15, 2018

Abstract

Purpose – This study centers on field surveys aimed at deriving the customer satisfaction factors of customer support centers that are positioned between suppliers and consumers in the supply chain. They consists of manufacturing, sales, distribution, consumption and collection, and that are in charge of core functions for suppliers’ customer satisfaction management and consumers’ satisfaction with consuming activities.
Research design, data, and methodology – The customer satisfaction factors of customer support centers were derived through literature review and expert opinion surveys, and a questionnaire was developed through a process of the refinement of variables using pilot tests and 330 questionnaire sheets were distributed. The questionnaire sheets were collected and opinions in them were analyzed using fuzzy AHP methodology.
Results – Three factors, which are turnover intentions, motivation, and job satisfaction, were derived as customer satisfaction factors of customer support centers, and the ranking relationships of these three factors were analyzed. In addition, the ranking relationships among six execution variables of turnover intentions, 10 execution variables of motivation, and 10 execution variables of job satisfaction were analyzed using fuzzy AHP methodology to obtain quite significant results. Based on the results of this study, three implications in the three strategic aspects and an implication in the academic aspects are presented.
Conclusions – Motivation and job satisfaction, job satisfaction and turnover intentions, and motivation and turnover intentions are not formed by independent or different factors or environments. They are in the same context with each other (maintaining high correlations) and are in the relationships of virtuous circles in which they complement each other.

JEL Classifications: C33, C42, D3, I3, J63.

초록


 

Figure

Table

Reference

  1. Abdul Rahman Kadir, Najmi Kamariah, Ariyanti Saleh, & Ratnawati (2017). The Effect of Role Stress, Job Satisfaction, Self-efficacy and Nurses’ Adaptability on Service Quality in Public Hospitals of Wajo. International Journal of Quality and Service Sciences, 9(2), 184-202.
  2. Arun Kumar Tarofder, Seyed Rajab Nikhashemi, S. M. Ferdous Azam, Prashantini Selvantharan, & Ahasanul Haque (2016). The Mediating Influence of Service Failure Explanation on Customer Repurchase Intention Through Customers Satisfaction. International Journal of Quality and Service Sciences, 8(4), 516-535.
  3. Ashforth, B. E., & Humphrey, R. H. (1993). Emotional Labor in Service Roles: The influence of identity. Academy of Management Review, 18(1), 88-115.
  4. Ayers, R. S. (2013). Building Goal Alignment in Performance Appraisal Programs. Public Personnel Management, 42(4), 495-520.
  5. Bertelli, A. M. (2007). Determinates of Bureaucratic Turnover Intention: Evidence form the Department of the Treasury. Journal of Public Administration Research and Theory, 17(2), 235-258.
  6. Bishop, B. (2003). When Truth isn’t Enough: Authenticity in Public Relations. Public Relations Strategist, 9(4), 22-25.
  7. Bobocel, D. R., & Zdaniuk, A. (2005). How Can Explanations Be Used to Foster Organizational Justice. Handbook of Organizational Justice, 1, 469-498.
  8. Bradley, G. L., & Sparks, B. A. (2012). Explanations: If, When, and How They aid Service recovery. Journal of Services Marketing, 26(1), 41-51.
  9. Coo, B. M. (2010). An Empirical Study on Influence Factors of Communication Quality: Focused on The Domestic Courier Industrial Call Center. Korea Logistics Review, 20(1), 153-172.
  10. Choi, S., & Lee, C. S. (2009). Managing a CSR's Job Satisfaction for Improving Service Quality in Inbound Customer Centers. Korean Journal of Business Administration, 22(6), 3259-3285.
  11. Cho, Y. J., & Lewis, G. B. (2012). Turnover Intention and Turnover Behavior: Implications for Retaining Federal Employees. Review of Public Personnel Administration, 32(1), 4-23.
  12. Cho, Y. J., & Lee, J. W. (2011). Perceived Trustworthiness of Supervisors, Employee Satisfaction and Cooperation. Public Management Review, 13(7), 941-965.
  13. Daley, D. M. (2017). Job Satisfaction Versus Job Engagement: A Comparative Analysis on Perception of Accountability and Turnover. International Journal of Organization Theory and Behavior, 20(2). 161-192.
  14. Duque, L. C., & Lado, N. (2010). Cross-cultural Comparisons of Consumer Satisfaction Ratings: A perspective from Albert Hirschman's Theory. International Marketing Review, 27(6), 676-693.
  15. Deci, E. E., & Ryan, R. M. (1985). Intrinsic Motivation and Self-Determination in Human Behavior. New York, USA. Plenum Press.
  16. Edwards, L. (2010). Authenticity in Organizational Context: Fragmentation, Contradiction and Loss of Control. Journal of Communication Management, 14(3), 192-205.
  17. Farrell, D., & Rusbult, C. E. (1981). Exchange Variables as Predictors of Job Satisfaction, Job Commitment, and Turnover: The Impact of Rewards, Costs, Alternatives, and Investments. Organizational Behavior and Human Performance, 28(1), 78-95.
  18. Gaertner, S. (1999). Structural Determinants of Job Satisfaction and Organizational Commitment in Turnover Models. Human Resource Management Review, 9(4), 479-493.
  19. Goncalves, P. (2017). Want Successful Employee Communications? Think Like a Marketer. Strategic HR Review, 16(5), 229-233.
  20. Grandey, A., Foo, S. C., Groth, M., & Goodwin, R. E. (2012). Free to Be You and Me: A Climate of Authenticity Alleviates Burnout from Emotional Labor. Journal of Occupational Health Psychology, 17(1), 1-14.
  21. Gross, J. J. (1998). Antecedent-and Response-focused Emotion Regulation: Divergent Consequences for Experience, Expression, and Physiology. Journal of Personality and Social Psychology, 74(1), 224-237.
  22. Grunig, L. A., Grunig, J. E., & Dozier, D. M. (2002). Excellent Public Relations and Effective Organizations: A Study of Communication Management in Three Countries. Mahwah, NJ: Lawrence Erlbaum Associates. Grunig, J. E. (1992). Symmetrical Systems of Internal Communication, in Grunig, J. E., Dozier, D. M., Ehling, W. P., Grunig, L. A., Repper, F. C., & White, J. (Eds.), Excellence in Public Relations and Communication Management. Hillsdale, NJ: Lawrence Erlbaum Associates. 531-575.
  23. Harker, P. T. (1989). The art and Science of Decision making: The analytic Hierarchy Process. The Analytic Hierarchy Process: Applications and Studies, 3-36.
  24. Hartline, M. D., & Ferrel, O. C. (1996). The Manajement of Costumer Contact Service Employees: An Empirical Investigation. Journal of Marketing, 60(4), 52-70.
  25. Hochschild, A. R. (1983). The Managed Heart: Commercialization of Human Feeling. CA: Univ of California Press.
  26. Hom, P. W., & Griffeth, R. W. (1995). Employee Turnover. OH: South Western.
  27. Iaffaldano, M. T., & Muchinsky, P. M. (1985). Job Satisfaction and Job Performance: A meta-analysis. Psychological Bulletin, 97(2), 251-273.
  28. ITU (1995). ITU-T E.800. Geneva: ITU.
  29. Johnson, M. D., & Fornell, C. (1991). A Framework for Comparing Customer Satisfaction Across Individuals and Product Categories. Journal of Economic Psychology, 12(2), 267-286.
  30. Judge, T. A., Thoresen, C. J., Bono, J. E., & Patton, G. K. (2001). The Job Satisfaction–Job Performance Relationship: A qualitative and Quantitative Review. Psychological Bulletin, 127(3), 376-407.
  31. Kang, M. J., & Sung, M. J. (2017). How Symmetrical Employee Communication Leads to Employee Engagement and Positive Employee Communication Behaviors: The Mediation of Employee-organization Relationships. Journal of Communication Management, 21(1), 82-102.
  32. Kim, G. C., & Jung, G. J. (2015). The Moderating Effects of Converging Smart Work and Supervisor's Support in the Study of Turnover on Job Satisfaction in Call centers. Journal of Digital Convergence, 13(4), 101-114.
  33. Kim, J. H. (2007). On the Effects of the Key Factors for Service Quality Evaluation on Service Performance in the Call Center. The Academy of Customer Satisfaction Management, 9(1), 155-172.
  34. Kim, J. N., & Rhee, Y. (2011). Strategic Thinking About Employee Communication Behavior (ECB) in Public relations: Testing The Models of Megaphoning and Scouting Effects in Korea. Journal of Public Relations Research, 23(3), 243-268.
  35. Kim, K. H. (2015). Research on Influence of Trust on Superior on Followers' Knowledge Sharing and Creativity: Through Intrinsic Motivation. Journal of Human Resources Management Research, 22(2), 39-63. /
  36. Kim, S. J., Tam, L., Kim, J. N., & Rhee, Y. (2017). Determinants of Employee Turnover Intention: Understanding the Roles of Organizational Justice, Supervisory Justice, Authoritarian Organizational Culture and Organization-employee Relationship Quality. Corporate Communications: An International Journal, 22(3), 308-328. Kim, W. B., Rhee, K. Y., & Lee. G. R. (2012). The Job Environment and Stress of Emotional Workers. Journal of Korean Social Association, 46(2), 123-149
  37. Lampinen, M. S., Suutala, E. A., & Konu, A. I. (2017). Sense of Community, Organizational Commitment and Quality of Services. Leadership in Health Services, 30(4), 378-393.
  38. Lee, H. G., & Son, Y. G. (2016). A Prediction Model of Call Center Employee's Turnover Behavior: Focusing on Duties and Role of Organizational Communication. The Academy of Customer Satisfaction Management, 18(1), 145-174.
  39. Lee, M. Y., & Kim, S. B. (2015). A Study on The Relationship Among Non Face-to-face Service Quality, Customer Satisfaction and Reuse Intention Focusing on Voice-to-voice Environment (call center). The Academy of Customer Satisfaction Management, 17(3), 59-80.
  40. Lee, T. W., & Mitchell, T. R. (1994). An Alternative Approach: The Unfolding Model of Voluntary Employee Turnover. The Academy of Management Review, 19(1), 51-89.
  41. Lee, Y. J. (2017). Exploring the Impacts of Relationship on Employees’ Communicative Behaviors During Issue Periods Based on Employee Position. Corporate Communications: An International Journal, 22(4), 542-555.
  42. Lee, Y. J., & Kim, J. N. (2017). Authentic Enterprise, Organization-employee Relationship, and Employee-generated Managerial Assets. Journal of Communication Management, 21(3), 236-253.
  43. LeRouge, C., Nelson, A., & Blanton, J. E. (2006). The Impact of Role Stress Fit and Self-esteem on The Job Attitudes of IT Professionals. Information & Management, 4(3), 928-938.
  44. Löfgren, M. (2005). Winning at The First and Second Moments of Truth: An Exploratory Study. Managing Service Quality, 15(1), 102-115.
  45. Löfgren, M., Witell, L., & Gustafsson, A. (2008). Customer Satisfaction in The First and Second Moments of Truth. Journal of Product & Brand Management, 17(7), 463-474.
  46. Mikael, P. (2013). Bank Failures and Regulation: A Critical Review. Journal of Financial Regulation and Compliance, 21(1), 16-38.
  47. Miriam J. (2016). Assessment of The Telephone Service Provision. International Journal of Quality and Service Sciences, 8(1), 72-87.
  48. Mitchell, J. I., Gagné, M., Beaudry, A., & Dyer, L. (2012). The Role of Perceived Organizational Support, Distributive Justice and Motivation in Reactions to New Information Technology. Computers in Human Behavior, 28(2), 729-738.
  49. Moumtzoglou, A. (2010). The Greek Nurses’ Job Satisfaction Scale: Development and Psychometric Assessment. Journal of Nursing Measurement, 18(1), 60-69.
  50. Molleda, J. C., & Roberts, M. (2008). The Value of ‘Authenticity’ in ‘Global’ Strategic Communication: The New Juan Valdez Campaign. International Journal of Strategic Communication, 2(3), 154-174.
  51. Morris, J. A., & Feldman, D. C. (1996). The Dimensions, Antecedents, and Consequences of Emotional Labor. Academy of Management Review, 21(4), 986-1010.
  52. Negoita, C., Zadeh, L., & Zimmermann, H. (1978). Fuzzy Sets As a Basis for A Theory of Possibility. Fuzzy sets and systems, 1(3-28), 61-72.
  53. Nugroho, M. K. (2012). Pengaruh Stress Peran dan Kepuasan Kerja Terhadap Komitmen Organisasi Perawat Di RSPI Sulianti Saroso. Jakarta, Indonesia: Tesis, Universitas.
  54. Nyhan, R. C. (2000). Changing the Paradigm: Trust and Its role in Public Sector Organizations. The American Review of Public Administration, 30(1), 87-109.
  55. Oliver, R. L. (1997). Satisfaction–A Behavioral Perspective on The Consume. Irwin, MA: McGraw‐Hill.
  56. Oliver, R. L. (1999). Whence Consumer Loyalty?. Journal of Marketing, 63(Special issue), 33-44.
  57. Park, H. I., Kang, H., & Lee, W. (2012). An Exploratory Study on the Relationship Between Organizational Culture and Motivation, Employee's Performance. Journal of Finance and Accounting Information, 12(3), 23-45.
  58. Park, W. H., Kim, S. G., & Kim, C. G. (2015). The Effects of Information Systems Quality on the Performance of Emotional Labors : Focused on the Airline Call Centers. Journal of Korea Academy-Industrial Cooperation Society, 16(12), 8800-8811.
  59. Phillips, E. M., Schneider, J. C., & Mercer, G. R. (2004). Motivating Elders to Initiate and Maintain Exercise. Archives of Physical Medicine and Rehabilitation, 5, 52-57.
  60. Potter, A. (2010). The Authenticity Hoax: How We Get Lost Finding Ourselves. New York, NY: Harper Collins.
  61. Price, J. (1997). Handbook of Organizational Measurement. International Journal of Manpower, 18(4/5/6), 303-558.
  62. Robbins, S. P., & Judge, T. A. (2013). Organizational Behavior. (15th ed.). MA: Pearson.
  63. Ryzin, G. G., Muzzio, D., Immerwahr, S., Gulick, L., & Martinez, E. (2004). Drivers and Consequences of Citizen Satisfaction: An application of the American Customer Satisfaction Index Model to New York City. Public Administration Review, 64(3), 331-341.
  64. Saaty, T. L., & Vargas, L. G. (2013). The Logic of Priorities: Applications of Business, Energy, Health and Transportation. CA: Springer Science & Business Media.
  65. Shaw, J. C., Wild, E., & Colquitt, J. A. (2003). To justify or Excuse? A Meta-analytic Review of The Effects of Explanations. Journal of Applied Psychology, 88(3), 444-458.
  66. Shen, H., & Kim, J. N. (2012). The Authentic Enterprise: Another Buzz Word, or A True Driver of Quality Relationships?. Journal of Public Relations Research, 24(4), 371-389.
  67. Shin, H. Y. (2014). A Study on the Emotional Labor, Self-Efficacy and Burnout of Call Center Employees. The Academy of Customer Satisfaction Management, 16(1), 159-178.
  68. Shin, S. C., Kim, J. S., & Kim, D. H. (2015). Relationship Between Occupational Stress and Turnover Intention Among Call Center Counselors. Journal of Korea Academy-Industrial Cooperation Society, 16(2), 1318-1327.
  69. Shostack, L. (1985). Planning The Service Encounter. The Service Encounter, 243-254.
  70. Silayoi, P., & Speece, M. (2004). Packaging and Purchase Decisions: An Exploratory Study on The Impact of Involvement Level and Time Pressure. British Food Journal, 106(8), 607‐28.
  71. Silayoi, P., & Speece, M. (2007). The Importance of Packaging Attributes: A Conjoint Analysis Approach. European Journal of Marketing, 41(11/12), 1495-‐ 1517.
  72. Stephen, R. (1996). Organizational Behavior: Concepts, Controversies, Applications. 7th edition(Englewood cliffs). NJ: Prentice-hall Inc.
  73. Sub, C. S., & Lee, S. K. (2016). Effect of Call center Employee’s Net Talk Time on Job Stress and Service Quality. Journal of Korea Service Management Society, 17(1), 229-256.
  74. Surprenant, C. F., & Solomon, M. R. (1987). Predictability and Personalization in The Service Encounter. The Journal of Marketing, 5(2), 86-96.
  75. Swanson, S. R., & Kelley, S. W. (2001). Attributions and Outcomes of The Service Recovery Process. Journal of Marketing Theory and Practice, 9(4), 50-65.
  76. Tang, Y. T., & Chang, C. H. (2010). Impact of Role Ambiguity and Role Conflict on Employee Creativity. African Journal of Business Management, 4(6), 869-881.
  77. Van Laarhoven, P. J. M., & Pedrycz, W. (1983). A Fuzzy Extension of Saaty's Priority Theory. Fuzzy sets and Systems, 11(1-3), 229-241.
  78. Veber, J. (2000). Management–Základy. Prosperita, Globalizace. Praha, Czech: Management Press.
  79. Vigoda, E., & Yuval, F. (2003). Managerial Quality, Administrative Performance and Trust in Governance: Can We Point to Causality?. Australian Journal of Public Administration, 62(3), 12-25.
  80. Wang, K., Hsu, L., & Chih, W. (2014). Retaining Customers After Service Failure Recoveries: A Contingency Model. Managing Service Quality, 24(4), 318-338.
  81. Waters, R. D., Bortree, D. S., & Tindall, N. T. J. (2013). Can Public Relations Improve the Workplace? Measuring the Impact of Stewardship on The Employer-employee Relationship. Employee Relations, 35(6), 613-629.
  82. Weaver, T. L. (2015). Intent to Exit: Why Do US Federal Employees Leave?. International Journal of Public Administration, 38(6), 442-452.
  83. Yang, K. (2005). Public Administrators' Trust in Citizens: A missing Link in Citizen Involvement Efforts. Public Administration Review, 65(3), 273-285.
  84. Yoon, D., & Choi, Y. (2011). Analysis of Logistics Network Between Gwangyang Port and China Ports Using Fuzzy-AHP. Journal of Korea Economic, 27(4), 91-107.
  85. Yoon, J. H. (2009). A Study on The Effects Of Motivation And Selling Competence On Performance In Travel Agency. Journal of Human Resources Management Research, 16(1), 103-118.
  86. Zadeh, L. A. (1965). Information and control. Fuzzy sets, 8(3), 338-353.
  87. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. The Journal of Marketing, 31-46.
  88. Zeithaml, V. A., & Bitner, M. J. (1996). Service Marketing. International Editions, Singapore: McGraw-Hill, 516-538.
  89. Zorlu, K. (2012). The Perception of Self-esteem and Self-efficacy as Transforming Factors in The Sources of Role Stress and Job Satisfaction Relationship of Employees: A Trial of A Staged Model Based on The Artificial Neural Network Method. African Journal of Business Management, 6(8), 3014-3025.