Exploring the influence of the human factor on customer satisfaction in call centres
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TL;DR: In this paper, the authors explore the human or employee-related factors that shape customer satisfaction in the context of call centres and find that investing in HR practices will pay off in terms of improving the elusive phenomenon of customer satisfaction within call centres.
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About: This article is published in BRQ Business Research Quarterly. The article was published on 01 Apr 2019. and is currently open access. The article focuses on the topics: Call centre & Customer satisfaction.
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Citations
The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value (Цепочка создания прибыли в сфере услуг: как ведущие компании связывают прибыль и рост с лояльностью, удовлетворением и ценностью)
James L. Heskett,W. Earl Sasser,Leonard A. Schlesinger +2 more
- 01 Jan 1997
TL;DR: Heskett, Sasser, and Schlesinger as mentioned in this paper show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly link profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity.
862
The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country
Md. Uzir Hossain Uzir,Hussam Al Halbusi,Hussam Al Halbusi,Ramayah Thurasamy,Rodney Lim Thiam Hock,Musheer Abdulwahid AL-Jaberi,Najmul Hasan,Mahmud Hamid +7 more
TL;DR: In this article, the authors investigate the effects of service quality of home delivery personnel and perceived value on customer satisfaction, with trust playing an intervening role, and they contribute to the development and validation of a trust-based satisfaction model by extending the SERVQUAL model to incorporate perceived value in the presence of trust, while complying with expectation disconfirmation theory.
363
Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates
Md. Uzir Hossain Uzir,Ishraq Jerin,Hussam Al Halbusi,Abu Bakar Abdul Hamid,Ahmad Shaharudin Abdul Latiff +4 more
TL;DR: The findings showed PQ and SQ have positive effects on CS; SQ affects, but PQ does not affect CPV; CPV has a mixing mediating effect on SQ and CS relationship and PQ, SQ and CPV relationship, which is greater on customers who exhibit higher social media use.
106
Why Customer Satisfaction Is Important To Business
Amir Azlan Hamzah,Mohd Farid Shamsudin +1 more
- 02 Jan 2020
TL;DR: In this article, the importance of customer in strategic marketing in the values of customer satisfaction and loyalty is explored, as customers should not be simply just buyers of goods and services to be exploited for profit.
Review on customer satisfaction
Nurnatasha Mohd Yussoff,Syafiqah Md Nayan +1 more
- 28 Mar 2020
TL;DR: In this article, the authors discuss the importance of customers' satisfaction in a business and discuss how business is not about achieving goals only but, should also focus on the customers satisfaction.
References
Call center satisfaction and customer retention in a co‐branded service context
TL;DR: In this article, the authors examined call center satisfaction in an escalated call center context where callers are organization members of the primary/leveraged brand and have purchased additional co-branded services as part of their membership.
Managing Response Time in a Call-Routing Problem with Service Failure
TL;DR: In this paper, a routing problem in a system where customers call back when their problems are not completely resolved by the customer service representatives (CSRs) is analyzed, and the concept of call resolution probability constitutes a good proxy for call quality.
The efficiency and quality dilemma: What drives South African call centre management performance indicators?
Diane Banks,Gert Roodt +1 more
TL;DR: In this paper, the authors explored the key performance indicators that drive management practices in the South African call centre industry in the context of the dilemma between efficiency and quality, and found that the dilemma of quality and efficiency is prevalent in call centre managers.
The role of the sales employee in securing customer satisfaction
TL;DR: In this paper, a dyadic, matched business-to-business sample of a large European financial service provider that comprises 188 customers and 18 employees was used to examine the relationship between salespeople's satisfaction with the firm on customer satisfaction.