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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:
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
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636
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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
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917
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SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER- by Journal of Management
ABSTRACT This study focuses on the antecedents and consequences of displayed emotion in organizations, and proposes that customers “catch” the affect of employees through emotional contagion processes. Results indicate that the display of positive emotion by employees is positively related to customer positive affect following the service encounter, and, customer evaluations of service quality. Replicating and extending prior research, transaction busyness and employee emotional expressiveness are shown to predict displayed emotions by employees.
(Added:
28-Nov-2004
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916
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Accenture 2009 Customer Satisfaction Survey- by Accenture
As part of its broad, ongoing research into High Performance Business, Accenture conducts annual research into consumer satisfaction. The Accenture 2009 Customer Satisfaction Survey is of particular interest given that changing consumer attitudes and behavior will play a key role in setting the pace of economic recovery and generating new opportunities for organic growth. Accenture highlights key findings and offers recommendations.
(Added:
27-Nov-2009
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179
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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
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1058
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The internal service encounter- by Dwayne D. Gremler, Mary Jo Bitner and Kenneth R. Evans
Do the same events and behaviours associated with service satisfaction or dissatisfaction for external
customers apply also to internal customers?
(Added:
28-Nov-2004
Hits:
930
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