search query: @indexterm call centres / total: 21
reference: 16 / 21
| Author: | Mattila, A.S. Mount, D.J. |
| Title: | The role of call centers in mollifying disgruntled guests |
| Journal: | Cornell Hotel and Restaurant Administration Quarterly
2003 : AUG, VOL. 44:4, p. 75-80 |
| Index terms: | Customer relations Call centres Service quality Compensation |
| Language: | eng |
| Abstract: | For most hospitality companies, service recovery is an important part of their service-quality and –satisfaction programs. This article examines service recovery which is delivered via call centers. It is examined whether and how the type of failure affects customer satisfaction, and how the compensation-level expectations influence the situation. |
SCIMA