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Benchmarking service quality performance at business‐to‐business and business‐to‐consumer call centers

Alan Miciak (Associate Professor, Faculty of Management, University of Calgary, Calgary, Alberta, Canada)
Mike Desmarais (President, Service Quality Measurement Group, Inc., Canada)

Journal of Business & Industrial Marketing

ISSN: 0885-8624

Article publication date: 1 September 2001

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Abstract

Service quality performance is benchmarked at business‐to‐business and business‐to‐consumer call centers. Differences between call center types are observed including characteristics of operation, customer ratings of service quality performance, and employee ratings of workplace issues. Business‐to‐business call centers are challenged by customers who have higher expectations for service performance and who are more critical evaluators of organizational service performance. Implications for customer and employee satisfaction and loyalty are discussed.

Keywords

Citation

Miciak, A. and Desmarais, M. (2001), "Benchmarking service quality performance at business‐to‐business and business‐to‐consumer call centers", Journal of Business & Industrial Marketing, Vol. 16 No. 5, pp. 340-353. https://doi.org/10.1108/08858620110400205

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MCB UP Ltd

Copyright © 2001, MCB UP Limited