Ref Type: Journal Article
Authors: Bennington,Lynne, Cummane,James, Conn,Paul,
Title: Customer satisfaction and call centers: an Australian study
Publication Full: International Journal of Service Industry Management
Year: 2000 Volume: 11 Issue: 2
Start Page: 162-173 Other Pages: NULL
Descriptors: CALL centers, CONSUMER satisfaction, SERVICE industries, SERVICE centers,
Abstract:
Call centers are growing at unprecedented rates, yet relatively little is known about customer satisfaction with this method of service delivery. Therefore, a review of the advantages and disadvantages of call centers is provided before reporting on a study carried out with users of a very large human services call center network. The results indicate that customers have slightly higher satisfaction levels with in-person services than with call center services. Although it was predicted that older customers might be more dissatisfied with call centers than younger customers, this was not borne out by the data. Attributes of a best-in-the-world call center operation are provided to guide those who design and manage call center services. ABSTRACT FROM AUTHOR Copyright of International Journal of Service Industry Management is the property of Emerald and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts); Call centers are growing at unprecedented rates, yet relatively little is known about customer satisfaction with this method of service delivery. Therefore, a review of the advantages and disadvantages of call centers is provided before reporting on a study carried out with users of a very large human services call center network. The results indicate that customers have slightly higher satisfaction levels with in-person services than with call center services. Although it was predicted that older customers might be more dissatisfied with call centers than younger customers, this was not borne out by the data. Attributes of a best-in-the-world call center operation are provided to guide those who design and manage call center services. ABSTRACT FROM AUTHOR Copyright of International Journal of Service Industry Management is the property of Emerald and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts)
Notes:
id: 201; M3: Article; Lynne Bennington; James Cummane; Paul Conn; Issue Info: 2000, Vol. 11 Issue 2, p162; Thesaurus Term: CALL centers; Thesaurus Term: CONSUMER satisfaction; Thesaurus Term: SERVICE industries; Thesaurus Term: SERVICE centers; NAICS/Industry Codes: 561422 Telemarketing Bureaus; NAICS/Industry Codes: 333319 Other Commercial and Service Industry Machinery Manufacturing; NAICS/Industry Codes: 423850 Service Establishment Equipment and Supplies Merchant Wholesalers; Number of Pages: 12p; Illustrations: 2 charts, 1 graph; Document Type: Article
Links: NULL
Extra Data: NULL
URL: http://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=5476509&site=ehost-live
Retrieved Date:January 1, 1970
Editors: NULL
Book Title: NULL
Series Title: NULL
Publisher: Emerald
Place Of Publication: NULL
Issn Isbn: 9564233