Inter-Satisfaction between Website and Automated Call Distribution (ACD) Systems
DC Field | Value | Language |
---|---|---|
dc.contributor.author | Hyun, Martin Yongho | - |
dc.contributor.author | Kim, Hyeon Cheol | - |
dc.contributor.author | O'Keefe, Robert Martin | - |
dc.date.available | 2019-03-08T20:56:28Z | - |
dc.date.issued | 2014-11 | - |
dc.identifier.issn | 1054-8408 | - |
dc.identifier.issn | 1540-7306 | - |
dc.identifier.uri | https://scholarworks.bwise.kr/cau/handle/2019.sw.cau/11594 | - |
dc.description.abstract | Websites and an Automated Call Distribution (ACD) system in a call center are both considered important customer relationship technologies. Integrating concepts from information systems quality and trust transference theory, this paper introduces the concept of inter-satisfaction: the extent to which customer satisfaction with a website leads to satisfaction with an ACD and vice versa. It is hypothesized that dissatisfaction with either the website or the ACD influences potential brand-switching behaviors. A model, largely drawing upon concepts of user satisfaction as developed in information system research, is presented. The model is then tested using data from passengers using Low Cost Carriers (LCCs) in South Korea, specifically 366 passengers at the Jeju International Airport, who experienced both their airlines' website and call center. A structural equation modeling analysis demonstrates that satisfaction with the website transfers to satisfaction with the ACD system, but not vice versa, and that only dissatisfaction with the website creates a brand-switching intention. | - |
dc.format.extent | 18 | - |
dc.language | 영어 | - |
dc.language.iso | ENG | - |
dc.publisher | ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD | - |
dc.title | Inter-Satisfaction between Website and Automated Call Distribution (ACD) Systems | - |
dc.type | Article | - |
dc.identifier.doi | 10.1080/10548408.2014.892467 | - |
dc.identifier.bibliographicCitation | JOURNAL OF TRAVEL & TOURISM MARKETING, v.31, no.8, pp 1039 - 1056 | - |
dc.description.isOpenAccess | N | - |
dc.identifier.wosid | 000344775600007 | - |
dc.identifier.scopusid | 2-s2.0-84912011992 | - |
dc.citation.endPage | 1056 | - |
dc.citation.number | 8 | - |
dc.citation.startPage | 1039 | - |
dc.citation.title | JOURNAL OF TRAVEL & TOURISM MARKETING | - |
dc.citation.volume | 31 | - |
dc.type.docType | Article | - |
dc.publisher.location | 영국 | - |
dc.subject.keywordAuthor | brand-switching intentions | - |
dc.subject.keywordAuthor | information quality | - |
dc.subject.keywordAuthor | Customer relationship management (CRM) | - |
dc.subject.keywordAuthor | systems quality | - |
dc.subject.keywordAuthor | service quality | - |
dc.subject.keywordAuthor | inter-satisfaction | - |
dc.subject.keywordAuthor | automated call distribution (ACD) | - |
dc.subject.keywordPlus | SERVICE QUALITY | - |
dc.subject.keywordPlus | CUSTOMER SATISFACTION | - |
dc.subject.keywordPlus | USER SATISFACTION | - |
dc.subject.keywordPlus | CONSUMER SATISFACTION | - |
dc.subject.keywordPlus | SWITCHING INTENTION | - |
dc.subject.keywordPlus | DECISION-MAKING | - |
dc.subject.keywordPlus | EMPIRICAL-TEST | - |
dc.subject.keywordPlus | BRAND LOYALTY | - |
dc.subject.keywordPlus | INFORMATION | - |
dc.subject.keywordPlus | WEB | - |
dc.relation.journalResearchArea | Social Sciences - Other Topics | - |
dc.relation.journalWebOfScienceCategory | Hospitality, Leisure, Sport & Tourism | - |
dc.description.journalRegisteredClass | ssci | - |
dc.description.journalRegisteredClass | scopus | - |
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