Benchmarking service quality performance at business‐to‐business and business‐to‐consumer call centers
Journal of Business & Industrial Marketing
ISSN: 0885-8624
Article publication date: 1 September 2001
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
Publisher
:MCB UP Ltd
Copyright © 2001, MCB UP Limited