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

Sarah Hudson (1) , Helena González-Gómez , Aude Rychalski

1 ESC [Rennes] - ESC Rennes School of Business

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.

Mots clés: Uncertainty; Loyalty; Control; Emotions; Customer; Call-center; Frustration

Domaines: Psychologie et comportements; Gestion et management

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