IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v31y2009i8p1347-1363.html
   My bibliography  Save this article

Perceived customer contact centre quality: conceptual foundation and scale development

Author

Listed:
  • Zanna van Dun
  • Josée Bloemer
  • Jörg Henseler

Abstract

Although the quality of the customer contact centre is pivotal for services, a thorough conceptualization and operationalization of perceived customer contact centre quality does not exist. The extensive scale development process moves from focus group sessions for item generation to exploratory and confirmatory factor analyses. Perceived customer contact centre quality consists of seven dimensions: reliability, empathy, customer knowledge, customer focus, waiting cost, user friendliness of the voice response unit, and accessibility. Compared with existing conceptualizations of service quality, perceived customer contact centre quality offers additional dimensions.

Suggested Citation

  • Zanna van Dun & Josée Bloemer & Jörg Henseler, 2009. "Perceived customer contact centre quality: conceptual foundation and scale development," The Service Industries Journal, Taylor & Francis Journals, vol. 31(8), pages 1347-1363, October.
    • Handle: RePEc:taf:servic:v:31:y:2009:i:8:p:1347-1363
    DOI: 10.1080/02642060903437584
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642060903437584
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642060903437584?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:31:y:2009:i:8:p:1347-1363. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.