| 电话服务接触顾客满意影响因素研究 |
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| 引用本文： | 张圣亮,汪峰. 电话服务接触顾客满意影响因素研究[J]. 西南交通大学学报(社会科学版), 2010, 11(2): 82-87 |
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| 作者姓名： | 张圣亮 汪峰 |
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| 作者单位： | 中国科学技术大学管理学院,安徽,合肥,230026 |
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| 基金项目： | 国家自然科学基金项目 |
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| 摘 要： | 在文献研究和深度访谈的基础上，通过分析得到：四类15个因素影响到电话接触的顾客满意度；四类因素均与顾客满意呈显著正相关关系，其影响程度依次是业务规范、服务技能、适应能力和后台支持；多数调查对象对接线员偏向女性；国内目前的电话服务接触顾客满意度还需要进一步提高。
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| 关 键 词： | 服务接触 电话接触 顾客满意 服务质量 |
Elements Study of Customer Satisfaction in Phone-Based Service Encounter |
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| ZHANG Sheng-liang,WANG Feng. Elements Study of Customer Satisfaction in Phone-Based Service Encounter[J]. Journal of Southwest Jiaotong Universit(Social Science Edition), 2010, 11(2): 82-87 |
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| Authors: | ZHANG Sheng-liang WANG Feng |
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| Affiliation: | ( School of management, University of Science and Technology of China, Hefei 230026, China ) |
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| Abstract: | By literature review and in-depth interviews, 15 factors of 4 elements that affect customer satisfaction assessment in phone-based service encounter have been abstracted. The four elements are positively related to custmer satisfaction. They are operational norms, service skills, adaptability and supporting backgrounds. Most of subjects find operators are mainly female; the present customer satisfaction in phone-based service encounter needs to improve. |
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| Keywords: | service encounter phone-based encounter customer satisfaction service quality |
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