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http://dx.doi.org/10.5762/KAIS.2012.13.11.5098

Exploring the Effect of Information Systems on Customer Relationship Competency: Focus on Communication and Process Competency  

Bang, Jounghae (College of Business Administration, Kookmin University)
Kang, Sora (Division of Entrepreneurship, Hoseo University)
Kim, Min Sun (Dept. of Distribution Management, Hyupsung University)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.13, no.11, 2012 , pp. 5098-5103 More about this Journal
Abstract
This study examines the effect of information systems through communication and process competency to increase customer relationship competency. This study focuses on the effect of information systems which help internal customers for their work to satisfy the external customers. Based on the data collected by KRIVET and the Ministry of employment and labor, information systems, communication, process competency, and customer relationship competency are examined. The result showed that information system has an influence on communication and process competency, significantly. Process competency affect customer relationship competency positively while communication does not. However, communication has a positive influence on process competency.
Keywords
Information Systems; Communication; Process Competency; Customer Relationship Competency;
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