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Activity Theory as a Framework for Service Encounter Management:A Case on Call Center Service

Yung-Hsiu LinHer-Kun Chang

Department of Information Management,Ta-Hwa Institute of Technology,TaiwanDepartment of Information Management,Chang Gung University,Taiwan

摘要:This study takes Activity theory as a basis to model service encounters in a real world call center and abstract key aspects for supporting managers to resolve certain managerial situations.Both qualitative and quantitative approaches were used to analyze the complexities in the context of call processing service encounters.Significant results were obtained regarding the managerial situation in interest.This study established a framework to describe complex service encounters with Activity theory approach that can advance our understandings practical service management and innovations.
会议名称:

2012 International Conference on Innovation and Information Management(ICIIM 2012)

会议时间:

2012-01-07

会议地点:

中国四川成都

  • 专辑:

    经济与管理科学

  • 专题:

    服务业经济

  • 分类号:

    F719

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