메뉴 건너뛰기




Volumn 3, Issue , 2010, Pages 2255-2265

Call center key performance indicators and customer satisfaction

Author keywords

Brazil; Call centers; Customer satisfaction; Key performance indicators

Indexed keywords

BRAZIL; CALL CENTERS; KEY PERFORMANCE INDICATORS; METHODOLOGICAL APPROACH; STEPWISE MULTIPLE LINEAR REGRESSION;

EID: 84870331100     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: None     Document Type: Conference Paper
Times cited : (1)

References (23)
  • 3
    • 0001965293 scopus 로고
    • The Service Encounter: Diagnosing Favorable and Unfavorable incidents
    • Bitner M.J., Booms, B.H., & Tetreault, M.S. (1990) The Service Encounter: Diagnosing Favorable and Unfavorable incidents, Journal of Marketing n.54, p.71-84.
    • (1990) Journal of Marketing , vol.54 , pp. 71-84
    • Bitner, M.J.1    Booms, B.H.2    Tetreault, M.S.3
  • 5
    • 84870343011 scopus 로고    scopus 로고
    • Call Centres-An Innovation in Service Quality: Access is a Quality Issue. TQM & Innovation
    • Hong Kong Baptist University, Hong Kong
    • Dalrymple, J.F. and Phipps, K. (1999) Call Centres-An Innovation in Service Quality: Access is a Quality Issue. TQM & Innovation. In: Proceedings of the 4th International Conference on ISO 9000 & TQM Hong Kong Baptist University, Hong Kong.
    • (1999) Proceedings of the 4th International Conference on ISO 9000 & TQM
    • Dalrymple, J.F.1    Phipps, K.2
  • 6
    • 84986156144 scopus 로고    scopus 로고
    • Service quality in call centres: Implications for customer loyalty
    • Dean, A. M. (2002) Service quality in call centres: implications for customer loyalty, Managing Service Quality v. 12, n. 6.
    • (2002) Managing Service Quality , vol.12 , Issue.6
    • Dean, A.M.1
  • 10
    • 84986170590 scopus 로고    scopus 로고
    • Operational determinants of caller satisfaction in the banking/financial services call center
    • Feinberg, R.A., Hokama, L., Rajesh, K., Kim, I (2002) Operational determinants of caller satisfaction in the banking/financial services call center, International Journal of Bank Marketing, v. 20, n.4.
    • (2002) International Journal of Bank Marketing , vol.20 , Issue.4
    • Feinberg, R.A.1    Hokama, L.2    Rajesh, K.3    Kim, I.4
  • 12
    • 0003281046 scopus 로고    scopus 로고
    • Defining consumer satisfaction
    • [online], n.1, Available at. Accessed on December 20, 2008
    • Giese, J.L. and Cote, J.A. (2000) Defining consumer satisfaction. Academy of Marketing Science Review [online], n.1, Available at http://www.amsreview.org/articles/giese01-2000.pdf. Accessed on December 20, 2008.
    • (2000) Academy of Marketing Science Review
    • Giese, J.L.1    Cote, J.A.2
  • 13
    • 84986135988 scopus 로고    scopus 로고
    • Call centre management: Is service quality a priority?
    • Gilmore, A. (2001) Call centre management: is service quality a priority?, Managing Service Quality v. 11, n. 3.
    • (2001) Managing Service Quality , vol.11 , Issue.3
    • Gilmore, A.1
  • 14
    • 84870319604 scopus 로고    scopus 로고
    • Creating balanced measures in a multi-channel world
    • Grimm, C. (2001) Creating balanced measures in a multi-channel world, Call Center Management Review, n.3, p.9-11
    • (2001) Call Center Management Review , Issue.3 , pp. 9-11
    • Grimm, C.1
  • 15
    • 84869571048 scopus 로고
    • A service quality model and its marketing implications
    • Grönroos, C. (1984) A service quality model and its marketing implications, European Journal of Marketing v. 18, n.4, p. 36-44.
    • (1984) European Journal of Marketing , vol.18 , Issue.4 , pp. 36-44
    • Grönroos, C.1
  • 19
    • 0442328804 scopus 로고    scopus 로고
    • Benchmarking service quality performance at business-to-business and businessto-consumer call centers
    • Miciak, A. and Desmarais, M. (2001) Benchmarking service quality performance at business-to-business and businessto-consumer call centers, Journal of Business & Industrial Marketing, v. 16, n. 5.
    • (2001) Journal of Business & Industrial Marketing , vol.16 , Issue.5
    • Miciak, A.1    Desmarais, M.2
  • 20
    • 0030496831 scopus 로고    scopus 로고
    • The introduction of automatic switching into the Bell system: Market versus institutional influences
    • Nix, J. and Gabel, D. (1996) The introduction of automatic switching into the Bell system: market versus institutional influences, Journal of Economic Issues v.30, n.3, p.737-757.
    • (1996) Journal of Economic Issues , vol.30 , Issue.3 , pp. 737-757
    • Nix, J.1    Gabel, D.2
  • 21
    • 85001734232 scopus 로고    scopus 로고
    • Motivating Call Center Agents with Goals and Measurements
    • retrieved December 29, 2008 from
    • Rosati, M. (2001) Motivating Call Center Agents with Goals and Measurements, Credit & Collections World retrieved December 29, 2008 from http://www.collectionsworld.com/10papr01.htm.
    • (2001) Credit & Collections World
    • Rosati, M.1
  • 22
    • 0043027889 scopus 로고
    • Managing the telephone enquiry bureau at British Gas West Midlands
    • London: Prentice Hall International
    • Sparrow, L.B. (1991) Managing the telephone enquiry bureau at British Gas West Midlands, Operations Research in Management p.167-173. London: Prentice Hall International.
    • (1991) Operations Research in Management , pp. 167-173
    • Sparrow, L.B.1
  • 23
    • 0013204622 scopus 로고    scopus 로고
    • Your life on hold; the effect of telephone waiting time on customer perception
    • Tom, G., Burns, M, & Zeng, Y. (1997) Your life on hold; the effect of telephone waiting time on customer perception, Journal of Direct Marketing v.11, n.3, p.25-31.
    • (1997) Journal of Direct Marketing , vol.11 , Issue.3 , pp. 25-31
    • Tom, G.1    Burns, M.2    Zeng, Y.3


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.