Call centers: is there an upside to the dissatisfied customer experience? - Rennes School of Business Access content directly
Journal Articles Journal of Business Strategy Year : 2017

Call centers: is there an upside to the dissatisfied customer experience?

Helena González-Gómez
  • Function : Author
Aude Rychalski
  • Function : Author

Abstract

This paper presents the triggers of negative customer emotions during a call center encounter and the impact of emotions on satisfaction and loyalty showing that callers predominantly report frustration arising from negative experiences in the encounter.
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Dates and versions

hal-02006507 , version 1 (04-02-2019)

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Sarah Hudson, Helena González-Gómez, Aude Rychalski. Call centers: is there an upside to the dissatisfied customer experience?. Journal of Business Strategy, 2017, 38 (1), pp.39-46. ⟨10.1108/JBS-01-2016-0008⟩. ⟨hal-02006507⟩
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