Inbound Center Quality : Typology and Experimental Results
The aim of our study is to create a typology of inbound center quality. An analysis of six cross-industry case studies showed that company strategy and value creation characterise four inbound center types. We then examine drivers of inbound center quality via two experiments with Swiss International Air Lines customers. The findings propose that the quality of response time, communication, and compensation are drivers for customer satisfaction, customer loyalty, and repurchase intention. However, voluntary compensations decrease the impact of response time quality and communication quality on customer satisfaction. The experiments highlight differences between 12 experiment groups with moderator effects.
Inbound Center Quality
Structural Equation Modeling
contribution to scientific community
Marketing to Citizens : Going beyond Customers and Consumers
ISCTE Business School
41st Annual Conference European Marketing Academy (EMAC)