EconPapers    
Economics at your fingertips  
 

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

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

Post-Print from HAL

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
References: Add references at CitEc
Citations: View citations in EconPapers (3)

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

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

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

DOI: 10.1108/JBS-01-2016-0008

Access Statistics for this paper

More papers in Post-Print from HAL
Bibliographic data for series maintained by CCSD (hal@ccsd.cnrs.fr).

 
Page updated 2025-03-19
Handle: RePEc:hal:journl:hal-02006507