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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. 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.
    2. Legros, Benjamin, 2021. "Routing analyses for call centers with human and automated services," International Journal of Production Economics, Elsevier, vol. 240(C).
    3. Benjamin Legros, 2021. "Routing analyses for call centers with human and automated services," Post-Print hal-03605426, HAL.

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