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

Author

Listed:
  • Sarah Hudson

    (ESC [Rennes] - ESC Rennes School of Business)

  • Helena González-Gómez
  • Aude Rychalski

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.

Suggested Citation

  • Sarah Hudson & Helena González-Gómez & Aude Rychalski, 2017. "Call centers: is there an upside to the dissatisfied customer experience?," Post-Print hal-02006507, HAL.
    • Handle: RePEc:hal:journl:hal-02006507
    DOI: 10.1108/JBS-01-2016-0008
    as

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    Citations

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    Cited by:

    1. Legros, Benjamin, 2021. "Routing analyses for call centers with human and automated services," International Journal of Production Economics, Elsevier, vol. 240(C).
    2. Elissa Dwi Lestari; Miranti Kusuma Yuwono & Miranti Kusuma Yuwono, 2020. "Efecto del conflicto familia-trabajo y trabajo-familia en el agotamiento emocional de los trabajadores en centros de llamadas considerando la compatibilidad persona-trabajo como antecedente," Revista CEA, Instituto Tecnológico Metropolitano, vol. 6(12), pages 1-17, July.
    3. Benjamin Legros, 2021. "Routing analyses for call centers with human and automated services," Post-Print hal-03605426, HAL.

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