What Determines Satisfaction with Call Centers? The Case of UK Telecom

被引：0

作者：

Ribeiro, Hugo ^{[1
]}

Rodrigues, Ricardo ^{[2
]}

机构：

[1] Univ Aveiro, Dept Econ Management Ind Engn & Tourism, Aveiro, Portugal

[2] Univ Beira Interior, Dept Business & Econ, NECE UBI, Covilha, Portugal

来源：

SERVICES MARKETING QUARTERLY | 2022年 / 43卷 / 04期

关键词：

Call center; first call resolution; customer satisfaction; Telecommunications service; UK; CUSTOMER SATISFACTION; SERVICE QUALITY; MODEL; DISCONFIRMATION; CONSEQUENCES; EXPECTATIONS; PERCEPTIONS; PERFORMANCE; ANTECEDENTS; DIRECTIONS;

D O I：

10.1080/15332969.2021.1994176

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Call centers are an essential communication channel between telecommunication companies and their customers, playing a pivotal role in creating memorable experiences. Multiple factors influence the satisfaction of Telecommunication customers with their interactions with call centers, so it is essential to measure it. Using a sample of 2236 interactions with call centers from the largest UK Telecom operators, this study aimed to measure the effect of different factors on satisfaction through multiple linear regression. It was observed that the variable with the greatest impact on satisfaction was the resolution of the problem, followed by the will to solve the problem.

引用

页码：404 / 424

页数：21

共 50 条

[1] Call centers - UK tops in European call positions
不详
[J]. COMMUNICATIONS NEWS, 1998, 35 (09): : 8 - 8
[2] Customer satisfaction and call centers: an Australian study
Bennington, L
Cummane, J
Conn, P
[J]. INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT, 2000, 11 (02): : 162 - 173
[3] Burnout in Tunisian telecom operators: exploratory study of French call centers
Malouche, Asma Dellagi
Bouslama, Pr Neji
[J]. CREATING GLOBAL ECONOMIES THROUGH INNOVATION AND KNOWLEDGE MANAGEMENT: THEORY & PRACTICE, VOLS 1-3, 2009, : 743 - 758
[4] Resting Time Activeness Determines Team Performance in Call Centers
Watanabe, Jun-ichiro
Fujita, Marina
Yano, Kazuo
Kanesaka, Hideo
Hasegawa, Tomoyuki
[J]. PROCEEDINGS OF THE 2012 ASE INTERNATIONAL CONFERENCE ON SOCIAL INFORMATICS (SOCIALINFORMATICS 2012), 2012, : 26 - 31
[5] What Determines Job Satisfaction of Teachers in Universities?
Guo, Lingling
Wang, Bei
[J]. EURASIA JOURNAL OF MATHEMATICS SCIENCE AND TECHNOLOGY EDUCATION, 2017, 13 (08) : 5893 - 5903
[6] Call centers in health care: Effect on patient satisfaction
Strother, Judith B.
[J]. 2006 IEEE International Professional Communication Conference, 2006, : 291 - 298
[7] What Determines Student Satisfaction in an eLearning Environment? An Analysis
Caramihai, Mihai
Severin, Irina
[J]. LEARNING IN THE AGE OF DIGITAL AND GREEN TRANSITION, ICL2022, VOL 1, 2023, 633 : 519 - 529
[8] What determines resident satisfaction with their continuity clinic patients?
Becker, NS
Lessig, JL
Hoellein, AR
Feddock, CA
Caudill, TS
Wilson, JF
Griffith, CH
[J]. JOURNAL OF INVESTIGATIVE MEDICINE, 2003, 51 : S276 - S277
[9] Performance, satisfaction and turnover in call centers - The effects of stress and optimism
Tuten, TL
Neidermeyer, PE
[J]. JOURNAL OF BUSINESS RESEARCH, 2004, 57 (01) : 26 - 34
[10] Metacarpophalangeal arthroplasty in rheumatoid arthritis: What determines satisfaction with surgery?
Mandl, LA
Galvin, DH
Bosch, JP
George, CC
Simmons, BP
Axt, TS
Fossel, AH
Katz, JN
[J]. JOURNAL OF RHEUMATOLOGY, 2002, 29 (12) : 2488 - 2491

← 1 2 3 4 5 →