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Inbound Center Quality : Typology and Experimental Results
ISBN
978-989-732-004-0
Type
conference paper
Date Issued
2012-05-22
Author(s)
Editor(s)
Paulo, Rita
Abstract
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.
Language
English
Keywords
Inbound Center Quality
Customer Interaction
Customer Relationship
Typology
Experiments
Structural Equation Modeling
HSG Classification
contribution to scientific community
Refereed
Yes
Book title
Marketing to Citizens : Going beyond Customers and Consumers
Publisher
ISCTE Business School
Publisher place
Lisbon
Start page
7
Event Title
41st Annual Conference European Marketing Academy (EMAC)
Event Location
Lisbon, Portugal
Event Date
22.-25.05.2012
Subject(s)
Division(s)
Eprints ID
212180