Call centers: is there an upside to the dissatisfied customer experience?

Abstract : This paper presents the triggers of negative customer emotions during a call center encounter and the impact of emotions on satisfaction and loyalty showing that callers predominantly report frustration arising from negative experiences in the encounter.
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https://hal-rennes-sb.archives-ouvertes.fr/hal-02006507
Contributor : Isabelle Robert <>
Submitted on : Monday, February 4, 2019 - 4:20:18 PM
Last modification on : Thursday, February 7, 2019 - 5:22:21 PM

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Sarah Hudson, Helena González-Gómez, Aude Rychalski. Call centers: is there an upside to the dissatisfied customer experience?. Journal of Business Strategy, Emerald, 2017, 38 (1), pp.39-46. ⟨10.1108/JBS-01-2016-0008⟩. ⟨hal-02006507⟩

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