Matches in SemOpenAlex for { <https://semopenalex.org/work/W2010732321> ?p ?o ?g. }
Showing items 1 to 98 of
98
with 100 items per page.
- W2010732321 endingPage "622" @default.
- W2010732321 startingPage "610" @default.
- W2010732321 abstract "Purpose The purpose of this study is to explore the variables most often associated with customer dissatisfaction and to discern which variables result in customer defection. Identification of these variables can aid managers as they develop strategies to prevent their occurrence. Design/methodology/approach This exploratory study examined customer service dissatisfaction from a respondent group of customer service representatives employed by a call center. These employees deal with customers as their exclusive job function and are trained to correct customer concerns. The customer service respondents were surveyed and asked to list their top service complaints. From this list they were also asked to indicate the top ranked poor service issue that would cause them, as customers, to defect and select a competitor to provide a substitute product or service. Findings Results of the study parallel those in other customer dissatisfaction research and indicate interesting characteristics of customer dissatisfaction arising from service failure. Interestingly, the top four categories (rude employees/poor attitudes; overall poor service; employees socializing and not paying attention to customers; and slow service) were noted most often as service problems by respondents and also ranked as the top reasons for defection. Areas for future research are also considered. Practical implications By understanding and anticipating poor service delivery, managers can regard these complaint categories as critical market research information. In addition, such information may help managers anticipate customer needs. They can re‐structure service experiences and train employees to avoid problem behaviors and actions. Originality/value While past research has focused on end‐user customers and their dissatisfaction, this research considers the opinions of consumers who are trained in, and work in, customer service." @default.
- W2010732321 created "2016-06-24" @default.
- W2010732321 creator A5047235305 @default.
- W2010732321 creator A5061545735 @default.
- W2010732321 date "2008-11-14" @default.
- W2010732321 modified "2023-09-24" @default.
- W2010732321 title "Assessing poor quality service: perceptions of customer service representatives" @default.
- W2010732321 cites W1979090404 @default.
- W2010732321 cites W1988978262 @default.
- W2010732321 cites W2036732195 @default.
- W2010732321 cites W2043655049 @default.
- W2010732321 cites W2055924939 @default.
- W2010732321 cites W2061742916 @default.
- W2010732321 cites W2062193161 @default.
- W2010732321 cites W2064507436 @default.
- W2010732321 cites W2077947807 @default.
- W2010732321 cites W2084863756 @default.
- W2010732321 cites W2106238254 @default.
- W2010732321 cites W2145855633 @default.
- W2010732321 cites W2162643738 @default.
- W2010732321 cites W2165109419 @default.
- W2010732321 cites W2322330526 @default.
- W2010732321 cites W3123032743 @default.
- W2010732321 cites W4238576754 @default.
- W2010732321 cites W4246909570 @default.
- W2010732321 cites W4251145577 @default.
- W2010732321 doi "https://doi.org/10.1108/09604520810920095" @default.
- W2010732321 hasPublicationYear "2008" @default.
- W2010732321 type Work @default.
- W2010732321 sameAs 2010732321 @default.
- W2010732321 citedByCount "53" @default.
- W2010732321 countsByYear W20107323212012 @default.
- W2010732321 countsByYear W20107323212013 @default.
- W2010732321 countsByYear W20107323212014 @default.
- W2010732321 countsByYear W20107323212015 @default.
- W2010732321 countsByYear W20107323212016 @default.
- W2010732321 countsByYear W20107323212017 @default.
- W2010732321 countsByYear W20107323212018 @default.
- W2010732321 countsByYear W20107323212019 @default.
- W2010732321 countsByYear W20107323212020 @default.
- W2010732321 countsByYear W20107323212021 @default.
- W2010732321 countsByYear W20107323212022 @default.
- W2010732321 crossrefType "journal-article" @default.
- W2010732321 hasAuthorship W2010732321A5047235305 @default.
- W2010732321 hasAuthorship W2010732321A5061545735 @default.
- W2010732321 hasConcept C101276457 @default.
- W2010732321 hasConcept C140781008 @default.
- W2010732321 hasConcept C144133560 @default.
- W2010732321 hasConcept C16151460 @default.
- W2010732321 hasConcept C162853370 @default.
- W2010732321 hasConcept C17744445 @default.
- W2010732321 hasConcept C199539241 @default.
- W2010732321 hasConcept C2775902765 @default.
- W2010732321 hasConcept C2776640315 @default.
- W2010732321 hasConcept C2780378061 @default.
- W2010732321 hasConcept C31367271 @default.
- W2010732321 hasConcept C33756811 @default.
- W2010732321 hasConcept C61063171 @default.
- W2010732321 hasConcept C61974975 @default.
- W2010732321 hasConcept C63207073 @default.
- W2010732321 hasConcept C68595000 @default.
- W2010732321 hasConceptScore W2010732321C101276457 @default.
- W2010732321 hasConceptScore W2010732321C140781008 @default.
- W2010732321 hasConceptScore W2010732321C144133560 @default.
- W2010732321 hasConceptScore W2010732321C16151460 @default.
- W2010732321 hasConceptScore W2010732321C162853370 @default.
- W2010732321 hasConceptScore W2010732321C17744445 @default.
- W2010732321 hasConceptScore W2010732321C199539241 @default.
- W2010732321 hasConceptScore W2010732321C2775902765 @default.
- W2010732321 hasConceptScore W2010732321C2776640315 @default.
- W2010732321 hasConceptScore W2010732321C2780378061 @default.
- W2010732321 hasConceptScore W2010732321C31367271 @default.
- W2010732321 hasConceptScore W2010732321C33756811 @default.
- W2010732321 hasConceptScore W2010732321C61063171 @default.
- W2010732321 hasConceptScore W2010732321C61974975 @default.
- W2010732321 hasConceptScore W2010732321C63207073 @default.
- W2010732321 hasConceptScore W2010732321C68595000 @default.
- W2010732321 hasIssue "6" @default.
- W2010732321 hasLocation W20107323211 @default.
- W2010732321 hasOpenAccess W2010732321 @default.
- W2010732321 hasPrimaryLocation W20107323211 @default.
- W2010732321 hasRelatedWork W1605991455 @default.
- W2010732321 hasRelatedWork W1607384017 @default.
- W2010732321 hasRelatedWork W2001807031 @default.
- W2010732321 hasRelatedWork W2009857848 @default.
- W2010732321 hasRelatedWork W2010732321 @default.
- W2010732321 hasRelatedWork W2049269170 @default.
- W2010732321 hasRelatedWork W2052352522 @default.
- W2010732321 hasRelatedWork W2111652250 @default.
- W2010732321 hasRelatedWork W2900843873 @default.
- W2010732321 hasRelatedWork W72738664 @default.
- W2010732321 hasVolume "18" @default.
- W2010732321 isParatext "false" @default.
- W2010732321 isRetracted "false" @default.
- W2010732321 magId "2010732321" @default.
- W2010732321 workType "article" @default.