Exploring the influence of the human factor on customer satisfaction in call centres

  1. Dorina Chicua 1
  2. Maria del Mar Pàmies 1
  3. Gerard Ryana 1
  4. Christine Cross 2
  1. 1 Universitat Rovira i Virgili
    info

    Universitat Rovira i Virgili

    Tarragona, España

    ROR https://ror.org/00g5sqv46

  2. 2 Kemmy Business School (Irlanda)
Revista:
Business Research Quarterly

ISSN: 2340-9444,  2340-9436

Any de publicació: 2019

Volum: 22

Número: 2

Pàgines: 83-95

Tipus: Article

DOI: 10.1016/J.BRQ.2018.08.004 DIALNET GOOGLE SCHOLAR lock_openAccés obert editor

Altres publicacions en: Business Research Quarterly

Objectius de Desenvolupament Sostenible

Resum

The aim of this study is to explore the human or employee-related factors that shape customer satisfaction in the context of call centres. The literature review draws from a range of disperse disciplines including Service Quality, Human Resource Management and Marketing. The empirical study explores the different variables identified to obtain a nuanced analysis of the employee-related paths that lead to customer satisfaction in call centres. The study employs data from 109 call centres and utilises PLS for our exploratory purposes. Call centre managers should note that investing in HR practices will pay off in terms of improving the elusive phenomenon of customer satisfaction within call centres.

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