{"title":"What Determines Satisfaction with Call Centers? The Case of UK Telecom","authors":"Hugo Ribeiro, Ricardo Rodrigues","doi":"10.1080/15332969.2021.1994176","DOIUrl":null,"url":null,"abstract":"Abstract 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.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"50 1","pages":"404 - 424"},"PeriodicalIF":0.0000,"publicationDate":"2021-10-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"3","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Services Marketing Quarterly","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1080/15332969.2021.1994176","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"Business, Management and Accounting","Score":null,"Total":0}
引用次数: 3
Abstract
Abstract 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.
Services Marketing QuarterlyBusiness, Management and Accounting-Business, Management and Accounting (miscellaneous)
CiteScore
2.40
自引率
0.00%
发文量
6
期刊介绍：
Services Marketing Quarterly is directed at academicians and practitioners who are involved in the development and application of services marketing concepts to the wide spectrum of industries that constitute the service sector of economies. The journal presents both theoretical and empirical articles including experimental and pilot studies addressing various issues faced by service marketers to enhance the development of the marketing literature in the application of marketing concepts to services. Areas of emphasis include: Service characteristics changes. Servicescape impacts. Service delivery impacts. Services impact on organizational image. Digital service environments and impacts. Evolution of services over time and by industry. Contributions are encouraged which include analysis of existing practice, methods and programs; application of new ideas and methods; and research on various aspects of services marketing. Each manuscript should include the marketing implications of the impact of the findings on services marketing theory and/or practice. Services Marketing Quarterly also welcome proposals for special issues.
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