电话服务接触顾客满意影响因素研究

Elements Study of Customer Satisfaction in Phone-Based Service Encounter

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。

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.