The Structure Model of Service Performance Influence in Knowledge Based Service Business (지식기반서비스에서의 서비스직무 성과 영향요인 구조모형)

Yeon S. Ahn (안연식)

doi:10.9708/jksci.2018.23.12.195

The Structure Model of Service Performance Influence in Knowledge Based Service Business

Journal of The Korea Society of Computer and Information
Abbr : JKSCI
2018, 23(12), pp.195-201
DOI : 10.9708/jksci.2018.23.12.195
Publisher : The Korean Society Of Computer And Information
Research Area : Engineering > Computer Science
Received : October 8, 2018
Accepted : November 13, 2018
Published : December 31, 2018

Yeon S. Ahn ¹

¹가천대학교

Accredited

ABSTRACT

This study is attempted to demonstrate the structure of the influencing factors on the performance of services of knowledge based service firms. In the model presented, the structure is that service performance in knowledge-based services are affected by the strategic utilization of knowledge resources and service orientation factors of the service organization. And the service performance are also affected in which the systemization of service processes and customer satisfaction play a mediating role. As an analysis result of examining 148 practitioners engaged in the knowledge service industry, it is necessary to increase the satisfaction of external customers in order to improve service performance in a knowledge-based service organizations. This can be achieved by increasing the satisfaction of internal customers. In addition, for this structure to be successful, the service production process to be provided to the customer must be enhanced. The service production process has been found to be an important factor influencing the internal customer satisfaction and service delivery process, especially in the use of knowledge resource, and customer oriented service among service orientation factors.

KEYWORDS

Knowledge based service. Knowledge resource. Service orientation. Service processes. Customer satisfaction, Service performance

Citation status

* References for papers published after 2023 are currently being built.

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Journal of The Korea Society of Computer and Information 2023 KCI Impact Factor : 0.65

The Structure Model of Service Performance Influence in Knowledge Based Service Business

ABSTRACT

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Citation status

* References for papers published after 2023 are currently being built.

Journal of The Korea Society of Computer and Information 2023 KCI Impact Factor : 0.65

The Structure Model of Service Performance Influence in Knowledge Based Service Business

ABSTRACT

KEYWORDS

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* References for papers published after 2023 are currently being built.