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

Sarah Hudson, Helena González-Gómez and Aude Rychalski
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Sarah Hudson: ESC [Rennes] - ESC Rennes School of Business

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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.

Keywords: Uncertainty; Loyalty; Control; Emotions; Customer; Call-center; Frustration (search for similar items in EconPapers)
Date: 2017-01-16
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Citations: View citations in EconPapers (3)

Published in Journal of Business Strategy, 2017, 38 (1), pp.39-46. ⟨10.1108/JBS-01-2016-0008⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-02006507

DOI: 10.1108/JBS-01-2016-0008

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