Bacal & Associates - Meeting your customer service needs for almost two decades
Top : Research Articles For Customer Service: Here, you'll find research findings and results about customer service techniques, return on investment and related topics.
Articles:
Statistically Speaking - Some Customer Service Related Numbers- by na
65 percent of respondents in a survey conducted by BenchmarkPortal on behalf of Purdue University's Center for Customer-Driven Quality and staffing firm Kelly Services admitted that they would probably lessen or completely terminate their dealings with a company that outsourced its customer call center overseas. More customer related survey statistics are included in this article.
(Added:
1-Jun-2005
Hits:
799
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Service Loyalty: Its Nature, Importance, and Implications- by Dwayne D. Gremlera and Stephen W. Brownb
Service organizations are continually looking for ways to increase customer loyalty. Although loyalty
to tangible goods (i.e., brand loyalty) has been studied extensively by marketing scholars, relatively little
theoretical or empirical research has examined loyalty to service organizations (i.e., service loyalty).
This study extends previous loyalty research by examining service loyalty and factors expected to
influence its development. In particular, a literature review is combined with analysis of qualitative data
from over forty depth interviews to develop a model of service loyalty that includes three
antecedents))satisfaction, switching costs, and interpersonal bonds.
(Added:
28-Nov-2004
Hits:
885
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UK Complaints Culture Survey (NCCS)- by na
Customers in the UK are increasingly frustrated with how their complaints are handled as their expectations of quality service increase. Meanwhile, hard-pressed call center staff despite their best efforts are hindered by lack of training and support from their employers. These are the main findings of the third National Complaints Culture Survey (NCCS) released by people development company TMI. Summary of research findings
(Added:
10-Nov-2004
Hits:
622
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Emotional Responses To Service Complaints Experiences- by Klaus Schoefer and Christine Ennew
This discussion paper by Klaus Schoefer and Christine Ennew was published by the Tourism and Travel Research Institute (TTRI) in 2002. There is a growing recognition that perceived justice plays an important role in consumers' evaluations of service complaint experiences. Emotional responses to complaint experiences have received rather less attention. The current paper seeks to address this gap by considering the role of perceived justice in the elicitation of differential emotions following complaint handling experiences in the tourist industry.
(Added:
8-Dec-2004
Hits:
1038
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Customer Service - Return on Investment Report (pdf)- by TARP
Eleven page research report presents findings on the value of customer service across industries, charts, and methods for calculating ROI for customer service strategies.
(Added:
27-Nov-2004
Hits:
1007
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