부산대학교 도서관

There are considerable managerial interest and academic research inquiry into the service performance issues surrounding service agents who are working for call center. The purpose of this research is not only to investigate antecedent factors which influenced to service performance of call center service agents but also to establish and test an empirical model for antecedents of service performance. For the goal of this research, we suggest a research model that includes job environment, customer orientation, self-efficacy, job satisfaction and service performance. 6 hypotheses were drawn from the previous researches and 250 data were collected as sample in order to verify these hypotheses. Consequently, empirical findings strongly support that job environment,especially, salary has positively influenced on customer orientation and self-efficacy of call center agents. In addition, both customer orientation and self-efficacy have an effect on job satisfaction positively. Also, job satisfaction has a positive effect on agent's perceived service performance.