付出更少的努力会带来满足感吗?客户关系服务的大型实证研究

IF 2.4 4区 管理学 Q3 BUSINESS International Journal of Market Research Pub Date : 2022-07-19 DOI:10.1177/14707853221113953
Caroline Ardelet, C. Benavent
{"title":"付出更少的努力会带来满足感吗?客户关系服务的大型实证研究","authors":"Caroline Ardelet, C. Benavent","doi":"10.1177/14707853221113953","DOIUrl":null,"url":null,"abstract":"The customer effort score has become one of the indicators most monitored by companies in recent years. The idea is that the less effort customers exert when interacting with a brand, the more satisfied they will be, the more likely they will recommend and continue interacting with the brand. In this article, we explore the actual relationship between the client’s effort to solve the problem that led them to contact the brand and the satisfaction derived from this interaction. We present a weekly survey conducted over 2 years, covering 314 194 interactions with 96 brands from 2016 to 2017. The results show a negative effect of client effort intensity on satisfaction, except in some situations where effort intensity increases satisfaction, with an interaction effect of the interaction channel, and the business sector.","PeriodicalId":47641,"journal":{"name":"International Journal of Market Research","volume":"65 1","pages":"83 - 99"},"PeriodicalIF":2.4000,"publicationDate":"2022-07-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"2","resultStr":"{\"title\":\"Does making less effort entail satisfaction? A large empirical study on client relationship services\",\"authors\":\"Caroline Ardelet, C. Benavent\",\"doi\":\"10.1177/14707853221113953\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"The customer effort score has become one of the indicators most monitored by companies in recent years. The idea is that the less effort customers exert when interacting with a brand, the more satisfied they will be, the more likely they will recommend and continue interacting with the brand. In this article, we explore the actual relationship between the client’s effort to solve the problem that led them to contact the brand and the satisfaction derived from this interaction. We present a weekly survey conducted over 2 years, covering 314 194 interactions with 96 brands from 2016 to 2017. The results show a negative effect of client effort intensity on satisfaction, except in some situations where effort intensity increases satisfaction, with an interaction effect of the interaction channel, and the business sector.\",\"PeriodicalId\":47641,\"journal\":{\"name\":\"International Journal of Market Research\",\"volume\":\"65 1\",\"pages\":\"83 - 99\"},\"PeriodicalIF\":2.4000,\"publicationDate\":\"2022-07-19\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"2\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"International Journal of Market Research\",\"FirstCategoryId\":\"91\",\"ListUrlMain\":\"https://doi.org/10.1177/14707853221113953\",\"RegionNum\":4,\"RegionCategory\":\"管理学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q3\",\"JCRName\":\"BUSINESS\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Market Research","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.1177/14707853221113953","RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"BUSINESS","Score":null,"Total":0}
引用次数: 2

摘要

近年来,客户努力度评分已成为企业最关注的指标之一。其理念是,消费者在与品牌互动时付出的努力越少,他们就会越满意,他们就越有可能推荐并继续与该品牌互动。在本文中,我们探讨了客户为解决导致他们接触品牌的问题所做的努力与这种互动所产生的满意度之间的实际关系。我们每周进行一次调查,为期两年,涵盖2016年至2017年与96个品牌的314194次互动。结果显示,客户努力强度对满意度有负向影响,但在某些情况下,努力强度会增加满意度,并具有互动渠道和业务部门的互动效应。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
查看原文
分享 分享
微信好友 朋友圈 QQ好友 复制链接
本刊更多论文
Does making less effort entail satisfaction? A large empirical study on client relationship services
The customer effort score has become one of the indicators most monitored by companies in recent years. The idea is that the less effort customers exert when interacting with a brand, the more satisfied they will be, the more likely they will recommend and continue interacting with the brand. In this article, we explore the actual relationship between the client’s effort to solve the problem that led them to contact the brand and the satisfaction derived from this interaction. We present a weekly survey conducted over 2 years, covering 314 194 interactions with 96 brands from 2016 to 2017. The results show a negative effect of client effort intensity on satisfaction, except in some situations where effort intensity increases satisfaction, with an interaction effect of the interaction channel, and the business sector.
求助全文
通过发布文献求助,成功后即可免费获取论文全文。 去求助
来源期刊
CiteScore
6.00
自引率
6.70%
发文量
38
期刊介绍: The International Journal of Market Research is the essential professional aid for users and providers of market research. IJMR will help you to: KEEP abreast of cutting-edge developments APPLY new research approaches to your business UNDERSTAND new tools and techniques LEARN from the world’s leading research thinkers STAY at the forefront of your profession
期刊最新文献
Examining stated improvement research methods Marketing Outcomes and Shareholder Value: A Review and Research Agenda Measuring prime ministerial brands: Exploring Needham’s framework for assessing the UK’s Boris Johnson and the Greek konstantinos mitsotakis Machine learning based methods for ratemaking health care insurance When “the more the better”? Mindfulness enhances the effect of the number of displayed product features in short video ADs on purchase intention
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
现在去查看 取消
×
提示
确定
0
微信
客服QQ
Book学术公众号 扫码关注我们
反馈
×
意见反馈
请填写您的意见或建议
请填写您的手机或邮箱
已复制链接
已复制链接
快去分享给好友吧!
我知道了
×
扫码分享
扫码分享
Book学术官方微信
Book学术文献互助
Book学术文献互助群
群 号:481959085
Book学术
文献互助 智能选刊 最新文献 互助须知 联系我们:info@booksci.cn
Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。
Copyright © 2023 Book学术 All rights reserved.
ghs 京公网安备 11010802042870号 京ICP备2023020795号-1