Κ ΠΑΡΙΣΣΗΣ...

Click here to load reader

Embed Size (px)

Transcript of Κ ΠΑΡΙΣΣΗΣ...

  1. 1. & , 4 4 , . . 2 1 0 - 3 6 . 8 8 . 9 2 1 2003 2004
  2. 2. 3 1. ............................................................................................................................... 5 1.1. (...) ................................................................. 5 1.2. Research ........................................................................................................... 6 1.3. .............................................. 7 2. .......................................................................................... 9 3. ........................................................................................................................................................... 11 4. ........................................................................................................................................... 13 5. ........................................................................................................................................... 15 7. 2003 - 2004......................................................... 17 . .............................................................................................................................. 17 . ............................................................................................................. 17 . ( ) ................ 17 . ( )........................................... 18 . ( ) .............. 18 . ( ) ................................................................................................................................. 18 . ( )....................................... 19 . ( ) . 19 . .......................................................................................................................................................................... 19 . / .................... 19 9. ............................................................................................................................................. 20
  3. 3. 4
  4. 4. 5 1. , , , , , , . (...) Research .., (2003-2004), (...). ( - ), , 2005 . (2004) , 4.342 , 18 , 2005 . , C.T.I.S. (Computer Telephone Interview System), RESEARCH . 80 8 , 16 160 . 2004 2005, ( ), , 20 30 2005. 1.1. (...) 1989, , , . , (, ), .
  5. 5. 6 , 2002 , , , , , . , , , , . , , , , - management. , : , ( ) , , , , . (...) , , , . 1.2. Research .. RESEARCH .. 1991 . 2000, 4.500 ( 1.200 ), Call Centre, , , 320 40 , 250 , . Call Centres . , (2 Call Centres) , , , ,
  6. 6. 7 . , , , (state of the art). , , ( Teleperformance International, Teleperformance Grand Prix 2001, ). , , . Mediametrie, , , psos . , , , , . , , 1464 ( 6,5 ), ... , , ... , , ... ... . , 2002, 450 ..., . , , , , . , , , . 1.3. (...) 2002 , . , : , .
  7. 7. 8 , . , , . , , , , . , , . , . , . , , .....
  8. 8. 9 2. , . , , , . , , , , , . , , , , , . (, , ) , , , , , , . , 2005-2007: , . , , , 2005-2007: . ( 2.1.5), , . . , , - . , , ( 3.1), ( 3.2).
  9. 9. 10 , , , , . , , , , , , , , , . , , - , , , / , . , , , . , , : ) ( , ), ) , ) ( ) ( ), ) , ) , ) , ) . , () ( 3.3), , , , . , , , , : , , , , , . , (.. ) , .
  10. 10. 11 3. ( ) . , . , , , , . . , , . , , , . , . , , , , . , , . , , , , , . , , , . , , , , . , , . , , . , .. , . , , , , , , , . , , , . , , .
  11. 11. 12 , , , . , , , , , , , .
  12. 12. 13 4. . ..... & .S.O.MA.R., RESEARCH. , (2004), , 4.342 , 18 . . , , . , quotas , , . , 1.000 , . , , . , 1.000 , , , . , (12) , . , . , quota, , 200 . , quota, , . . , SPSS. , , Structural Equation Model, AMOS. , , , .
  13. 13. 14
  14. 14. 15 5. 1. 2. 3. (SPSS) 4. (SPSS) 5. (SPSS) 6. (SPSS) 7. (SPSS) 8. (SPSS) ( ) 9. (SPSS) 10. (SPSS) 11. (SPSS) ... 12. (SPSS) & 13. (SPSS) 14. (SPSS) 15. (SPSS) 16. (SPSS) 17. ( Strucrural Equation Model / SEM) 18. , (10) 19. DATASHEET (SPSS Raw Data)
  15. 15. 16
  16. 16. 17 6. 2003 - 2004 , , . , - . : . 1. 2. 3. 4. 5. 6. 7. 8. (internet) . 1. 2. 3. . ( ) 1. 2. 3. 4. 5. 6.
  17. 17. 18 . ( ) 1. 2. 3. 4. 5. 6. 7. . ( ) 1. 2. ( , , , ) 3. 4. 5. 6. 7. 8. 9. ( ) . ( ) 1. 2. 3. 4. 5.
  18. 18. 19 . ( ) 1. 2. (, ) 3. 4. 5. 6. 7. . ( ) 1. 2. 3. . 1. 2. 3. 4. 5. 6. 7. . / 1. 2.
  19. 19. 20
  20. 20. 21 7. . (...), ... - . . ..., ... Research & Research & , Research . : (... ...) : (... ...) : (...) : (...) (...) (...) (...) (... ...) (...) (...) ( Research)
  21. 21. 22 ( Research) ( Research) . ( ) ( ) & ( ) . ( ) ( )
  22. 22. 23 ( ) , 16 160 ( ): & ( ) ( )