Discovering Call Interaction Fluency: A Way to Improve Experiences with Call Centres

Autor:	Estela Fernández-Sabiote, Inés López-López
Rok vydání:	2020
Předmět:	Marketing Scale (ratio) media_common.quotation_subject Applied psychology Measure (physics) Management Science and Operations Research Anger Call centre Fluency Service experience Modeling and Simulation Business and International Management Psychology media_common
Zdroj:	Service Science. 12:26-42
ISSN:	2164-3970 2164-3962
DOI:	10.1287/serv.2019.0251
Popis:	In this article, the authors integrate the concept of fluency into the call centre service experience. Results (1) provide an easy-to-administer scale to measure call interaction fluency; (2) provide a holistic model by which fluency is linked to customer’s emotional response (anger), an evaluation of the interaction (interaction satisfaction), and the customer-company relationship (call aversion, trust, and satisfaction with the company); (3) highlight agents’ nationality and gender as well as customers’ age moderated the effect of call interaction fluency on interaction satisfaction; and (4) provide evidence of the role of the coping strategy used by customers depending on their initial emotional state; specifically, fluent interaction proved to be efficacious for both emotion-focused and problem-focused customers. Results reveal that fluency should be considered when designing training programmes for call centre employees.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::297fd840c6e5dad3208b799336dda7e7 https://doi.org/10.1287/serv.2019.0251 Zobrazit plný text záznamu