Redesigning the service quality measurement factors for the airline call centers in
Notice bibliographique
Résumé
Prior to this paper, how the airline call center employees recognize the relative importance of the service quality measurement factors categorized under SERVQUAL model has been analyzed and the findings were that they recognize the “technical quality factors,” which are categorized under the dimensions of reliability and tangibles, as same or more important than the “functional qualities factors,” which are categorized under the dimensions of assurance, empathy and responsiveness. Though the study was a very brief and informal one, it has indicated the service quality measurement factors currently used for Korea Service Quality Index (KSQI) by Korea Management Association (KMA), and quality assurance activities by one of Korea's airline companies may have to be redesigned to suit the air transportation market in Korea. In order to see how the call centers' service qualities were measured out side of Korea, Service Quality Management (SQM) Group, Inc. based in Calgary, Canada, was chosen and their service quality measurement factors were reviewed with categorizing them under the five dimensions of service quality measurement. The result was that the chosen firm had a measurement chart which put quite an amount of importance on the dimensions of reliability and tangibility. Each and every country's service product market has to have a unique service quality measurement chart of its own composed of different measurement factors because of its unique market situation, and Korea's airlines market would be no exception. As the airline call center employees see more importance on their abilities to meet customer's specific requirements as the systematic capacities and supports than what traditionally had been thought to be important in call center services, it is believed that customers' thoughts would be quite similar since the airline call center employees are the ones who directly serve thousands of customers through phone calls, internet chats and e-mails everyday, and, therefore, suggested that the service quality measurement factors for Korea's airline call centers should be redesigned to better reflect such findings.
Récupéré en direct depuis OpenAlex et désinversé. Les résumés ne sont pas conservés dans cette base de données : les index inversés représentent 8,6 Go des 9,3 Go de texte de la base, et le serveur dispose de 13 Go libres.
Comment cette classification a été obtenuedéplier
Prédiction distillée sur la base complète
Imitation des enseignantsNi prévalence calibrée, ni vérité terrain. Validation humaine à venir. Apprise à partir de 10 348 étiquettes directes de Codex et de 10 348 étiquettes directes de Gemma. Le mode candidate est l'union des têtes enseignantes seuillées; le consensus est leur intersection. Ces sorties portent le statut machine_predicted_unvalidated et ne sont ni des étiquettes humaines ni des étiquettes directes de modèles de pointe.
Scores Codex et Gemma par catégorie
| Catégorie | Codex | Gemma |
|---|---|---|
| Métarecherche | 0,002 | 0,000 |
| Méta-épidémiologie (sens strict) | 0,000 | 0,000 |
| Méta-épidémiologie (sens large) | 0,000 | 0,000 |
| Bibliométrie | 0,000 | 0,000 |
| Études des sciences et des technologies | 0,000 | 0,000 |
| Communication savante | 0,000 | 0,000 |
| Science ouverte | 0,000 | 0,000 |
| Intégrité de la recherche | 0,000 | 0,000 |
| Charge utile insuffisante (le modèle a refusé de juger) | 0,000 | 0,000 |
Scores machine (provisoires)
Les deux têtes enseignantes du modèle étudiant, lues sur ce travail. Un score ordonne la base pour la relecture; il n'affirme jamais une catégorie, et le statut de validation accompagne chaque rangée tel quel.
Scores de référence d'un modèle non mature (critères de maturité non atteints, 7 itérations). Un score ordonne; il n'affirme jamais une catégorie.
score_only:v0-immature-baseline · tel quel depuis la passe de notation : score_only signifie que le nombre peut ordonner les travaux, et qu'aucune étiquette de catégorie n'en découleClassification
machine, non validéePrédiction automatique; un appel candidat d’une seule tête enseignante, pas un consensus.
Le détail, modèle par modèle et score par score, se trouve en fin de page sous « Comment cette classification a été obtenue ».