A Study on the Learning Curve and VOC Factors Affecting of Telecommunication Services 


Vol. 39,  No. 8, pp. 518-527, Aug.  2014


PDF
  Abstract

This study is to estimate the learning curve based on the consequences of reduced voice of customer from each telecommunication service products. We used Exponential Decay Model, which is the most popular among the learning curve models. We attempted to add how VOC changes in accordance with seasonal factors, human resource input, application of software, and the investment. The results of the empirical analysis of each service product as follows: First, as learning curve, customer complaints decreased. Second, human resource input, Network fault make increase or decrease customer complaints(VOC). Third, even though increasing the customer"s quality of experience, VOC would not decrease due to service paradox.

  Statistics
Cumulative Counts from November, 2022
Multiple requests among the same browser session are counted as one view. If you mouse over a chart, the values of data points will be shown.


  Cite this article

[IEEE Style]

S. Jung and K. C. Cha, "A Study on the Learning Curve and VOC Factors Affecting of Telecommunication Services," The Journal of Korean Institute of Communications and Information Sciences, vol. 39, no. 8, pp. 518-527, 2014. DOI: .

[ACM Style]

So-Ki Jung and Kyoung Cheon Cha. 2014. A Study on the Learning Curve and VOC Factors Affecting of Telecommunication Services. The Journal of Korean Institute of Communications and Information Sciences, 39, 8, (2014), 518-527. DOI: .

[KICS Style]

So-Ki Jung and Kyoung Cheon Cha, "A Study on the Learning Curve and VOC Factors Affecting of Telecommunication Services," The Journal of Korean Institute of Communications and Information Sciences, vol. 39, no. 8, pp. 518-527, 8. 2014.

Search
(IN TITLE, AUTHOR, ABSTRACT,KEYWORDS)

Advanced Search ▼

POPULAR KEYWORDS
(TOP 10 KEYWORDS)

Recent Publications
(LAST 3 YEARS)






pISSN : 1226 - 4717
eISSN : 2287 - 3880