Emotional Satisfaction of Customer Contacts
Title
Emotional Satisfaction of Customer Contacts
Price
€ 38,95
ISBN
9789056294663
Format
Paperback
Number of pages
176
Language
English
Publication date
Dimensions
15.6 x 23.4 cm
Table of Contents
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Preface - 6 Brief Contents - 8 Table of Contents - 9 Introduction - 16 Ch.2:ELEMENTS AND DIMENSIONS OF CUSTOMER SATISFACTION AND LOYALTY - 28 Ch.3:EMOTIONAL SATISFACTION OF CUSTOMER CONTACTS: THE ESCC MODEL - 38 Ch.4:FROM THE ESCC OBSERVATIONS TO CUSTOMER LOYALTY - 56 Ch.5: THE ESCC SURVEYS - 68 Ch.6:THE ESCC OBSERVATIONS: TEST DAY RESULTS - 100 Ch.7:EMPLOYING THE ESCC INFORMATION - 124 Ch.8:SOME LAST REFLECTIONS ON THE SUBJECT - 132 Ch.9:IMPLICATIONS & LIMITATIONS - 138 Ch.10: SUMMING UP - 142 APPENDIX - 152 REFERENCES - 166

Hüseyin Güngör

Emotional Satisfaction of Customer Contacts

For marketing and customer services researchers and professionals who are interested in customer contacts, customer satisfaction and loyalty issues. Contact centers are playing a pivotal role in customer services of the 21st century. Nevertheless, despite their growing importance and presence, contact centers are increasingly becoming the center for customer frustration, and frequently associated with negative comments in the media. Therefore, this research explores the Emotional, Cognitive, General, and Transactional dimensions of customer satisfaction and loyalty process in the customer contact environment.
As customer contacts can be a source of negative emotions and it is desirable to increase positive emotions in the contact center environment, this research focuses on the emotional aspects of customer satisfaction and on the Emotional Satisfaction of Customer Contacts (ESCC) in particular.
Taking the ESCC as a starting point, this research demonstrates that frontline employees are able to observe and register customer satisfaction during service encounters, and suggests that the ESCC information can be employed for recovering service failures, increasing sales productivity and organizational learning for more customer satisfaction and loyalty.
Author

Hüseyin Güngör

Hüseyin Güngör is a visiting researcher at the UvA and an international consultant specializing in customer services, customer experience and emotional loyalty. He is a jury member of the National Contact Center Awards (NCCA) of the Netherlands, a judge in contact center world awards, and also serves as a member of Banking Advisory Board of European Financial Marketing Association (EFMA).