Journal of the Korean Home Economics Association 2001;39(5):1-14.
기업 고객상담부서 업무조직과 운영에 대한 평가시스템 개발
박명희1, 이기춘2, 송인숙3, 김경자3, 이진국4
동국대학교 사범대학 가정교육과1, 서울대학교 생활과학대학 소비자학과2, 가톨릭대학교 생활과학대학 소비자·주거학 전공3, 조지아대학교 생활과학대학 소비자주거학과4
Developing Evaluation System on the Organization and Operation of Consumer Affairs Department
박명희1, 이기춘2, 송인숙3, 김경자3, 이진국4
ABSTRACT
The purpose of this study was to develop a evaluation system of customer service department operation in business. Four sources including related literature, managers of 4 outstanding customer service departments, SOCAP, and 7 OCAP administrative members provided useful information in various ways. The finally suggested evaluation system is consisted of three parts; work to do, resources needed, and operation standards. It is the type of checklist, which business can utilize it to examine whether they are doing well or not in terms of customer service department operation.
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