이베이 케이스 분석 ebay ; Strategies for e-Business 인터넷과 경영

소개

Strategies for e-Business (2nd Edition) by Tawfik Jelassi and Albrecht Enders,
2008, Prentice-Hall.
위 교재에 수록된 케이스인 `이베이 고객센터 아웃소싱` 관련
문제분석, 대안제시, 최우선 과제 제시한 자료입니다.
영어 레포트이고, 문법 오류 없습니다.
교수님 평가도 최고 등급 맞았습니다.

목차

Problems1
Problems2

Alternative1
Alternative2

Recommendation:

본문내용

Problems:
1. The problem is that it might increase customer dissatisfaction. eBay suggested division of tasks of Customer Support into Tier1, Tier2, and Tier3, and progressed outsourcing strategies appropriate for each division.......
2.eBay has a passive attitude toward customer service, and outsourcing will aggravate this attitude. Unlike eBay, outsourcing firms will operate as much to what is written on their contract without sincere responsibility toward customers. Therefore, the outsourcing firms will ....................

Alternatives:
1.Instead of cost reduction, eBay must set its direction to the service quality. Low quality service will result in the loss of ............
2. Customer service center must be managed in combination with ..........................

Recommendation:
Let us think of a virtual situation of John, who called the service center to make complaints on eBay service................ ..However, eBay must see it as a necessary sacrifice to provide better and more efficient service to its customers......

참고자료

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