Customer Service Behaviours in Korea and Implications for Training: Lessons from an Exploratory Critical Incidents Study of Customer and Employee Service Encounters

Namhee Kim and Gary N. Mclean

Asia Pacific Business Review, 2007, vol. 13, issue 1, 1-20

Abstract: This research was conducted primarily to identify favourable and unfavourable service behaviours in Korea through interviews with service employees, using the critical incident technique. The findings of this study provided basic information about premier customer service from Korean employees' perspectives, and suggested some recommendations for customer service training and for systems improvements in Korean organizations. Also, the need for culture-specific customer service practice backed by knowledge and theory of the impact of culture on customer behaviours has been stressed.

Date: 2007
References: View complete reference list from CitEc
Citations:

Downloads: (external link)
http://hdl.handle.net/10.1080/13602380600647581 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:apbizr:v:13:y:2007:i:1:p:1-20

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/FAPB20

DOI: 10.1080/13602380600647581

Access Statistics for this article

Asia Pacific Business Review is currently edited by Professor Chris Rowley and Malcolm Warner

More articles in Asia Pacific Business Review from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().