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The Structure Model of Service Performance Influence in Knowledge Based Service Business

  • Ahn, Yeon S. (Dept. of Business, Gachon University)
  • Received : 2018.10.08
  • Accepted : 2018.11.13
  • Published : 2018.12.31

Abstract

This study is attempted to demonstrate the structure of the influencing factors on the performance of services of knowledge based service firms. In the model presented, the structure is that service performance in knowledge-based services are affected by the strategic utilization of knowledge resources and service orientation factors of the service organization. And the service performance are also affected in which the systemization of service processes and customer satisfaction play a mediating role. As an analysis result of examining 148 practitioners engaged in the knowledge service industry, it is necessary to increase the satisfaction of external customers in order to improve service performance in a knowledge-based service organizations. This can be achieved by increasing the satisfaction of internal customers. In addition, for this structure to be successful, the service production process to be provided to the customer must be enhanced. The service production process has been found to be an important factor influencing the internal customer satisfaction and service delivery process, especially in the use of knowledge resource, and customer oriented service among service orientation factors.

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Fig. 1. Research Model

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Fig. 2 Path Analysis Diagram of SEM

Table. 1 Operational Definition And Measurement Item

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Table. 2. Respondent’s characteristics

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Tab. 3 Explanative Factor & Reliability Analysis

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Table. 4 Confirmatory Factor Analysis Result

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Table. 5 Path Analysis of SEM

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