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http://dx.doi.org/10.15813/kmr.2020.21.3.007

Impacts of Digital and Human Knowledge Resources on Customer Response Capability of Customer Service Representatives  

Choi, Sujeong (Mokpo National University)
Publication Information
Knowledge Management Research / v.21, no.3, 2020 , pp. 123-140 More about this Journal
Abstract
In call centers where customers contact a firm's customer service without face-to-face interaction, customer service representatives (CSRs) determine its service competitiveness. In other words, a firm's service excellence relies on its CSRs. Drawing on the concept of agility from service and information technologies studies, this study conceptualizes customer response capability as a variable consisting of customer response expertise and customer response agility, and further verifies its effects on customer service performance. Moreover, this study examines whether a firm's digital and human knowledge resources are related to CSRs' customer response capability. To empirically test the proposed hypotheses, the partial least squares analysis is conducted with a total of 371 responses collected on CSRs from two insurance call centers. The findings indicate that a firm's digital and human knowledge resources enhance CSRs' customer response expertise and customer response agility, thereby increasing customer service performance. The results draw the conclusion that CSRs' customer response capability is a key antecedent of superior customer service.
Keywords
Knowledge management; Digital knowledge resource; Human knowledge resource; Customer response capability; Customer response expertise; Customer response agility; Call-center;
Citations & Related Records
Times Cited By KSCI : 6  (Citation Analysis)
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