Perceived customer contact centre quality: conceptual foundation and scale development

Zanna van Dun, Josée Bloemer, Jörg Henseler

Research output: Contribution to journalArticleAcademic

13 Citations (Scopus)

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.
Original languageEnglish
Pages (from-to)1347-1363
JournalService industries journal
Volume31
Issue number8
DOIs
Publication statusPublished - 2011
Externally publishedYes

Keywords

  • Service quality
  • Customer contact centre
  • Scale development
  • Perceived customer contact centre quality

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