The antecedents of employee commitment to customer service: evidence from a UK

Peccei, Riccardo; Rosenthal, Patrice

doi:10.1080/09585199700000041

Cited by 178 publications

(185 citation statements)

References 7 publications

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“…Hogan et al, 1984), customer service orientation (e.g. Alge et al, 2002), and commitment to service (Peccei and Rosenthal, 1997) and emphasizes the need for deep organisational commitment and support for the customer contact person.…”

Section: Resultsmentioning

confidence: 99%

Revealing the expectations and preferences of complaining customers by combining the laddering interviewing technique with the Kano model of customer satisfaction

Gruber

Reppel

Szmigin

et al. 2008

Qualitative Market Research: An International Journal

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PurposeThe purpose of this paper is to focus on complaint satisfaction with a particular emphasis on the qualities and behaviours that affect customers during personal complaint handling encounters.Design/methodology/approachFollowing a literature review of complaint satisfaction and the role of customer contact employees in complaint encounters, an exploratory study using both the laddering interviewing technique and Kano questionnaires is presented.FindingsThe laddering results indicate that being taken seriously in the complaint encounter and the employee's friendliness, listening skills and competence are particularly important. The fact that interpersonal factors are highly regarded indicates that customers want to satisfy these process needs first and their outcome expectations second. The Kano results show that employees' active listening skills are the only must‐be requirements while the two concepts “Apology” and “Respectful Treatment” are close to being must‐be criteria. In addition, the employee's feedback after the complaint handling encounter can almost be categorized as an excitement factor.Research limitations/implicationsOwing to the exploratory nature of the study and the scope and size of the chosen sample, the results outlined are tentative in nature.Originality/valueBy combing two research methods, this paper develops an area of research that could reap considerable benefits for researchers interested in the area of customer complaint satisfaction.

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Section: Resultsmentioning

confidence: 99%

Revealing the expectations and preferences of complaining customers by combining the laddering interviewing technique with the Kano model of customer satisfaction

Gruber

Reppel

Szmigin

et al. 2008

Qualitative Market Research: An International Journal

View full text Add to dashboard Cite

show abstract

“…The variable commitment to customer service is defined by Peccei and Rosenthal (1997) as the relative propensity of an employee to engage in continuous improvement and to exert work effort for the benefit of customers. We used a six-item measure of the construct, which was adapted from Peccei and Rosenthal and has a history of reliable measurement (e.g., Bell, Mengüç, and Stefani 2004;Peccei andRosenthal 1997, 2001).…”

Section: Methodsmentioning

confidence: 99%

“…We used a six-item measure of the construct, which was adapted from Peccei and Rosenthal and has a history of reliable measurement (e.g., Bell, Mengüç, and Stefani 2004;Peccei andRosenthal 1997, 2001).…”

Section: Methodsmentioning

confidence: 99%

Coping With Customer Complaints

Bell

Luddington²

2006

Journal of Service Research

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This article investigates the relationship between customer complaints and service personnel commitment to customer service. Positive and negative affectivity are considered as potential moderators of this relationship. Using data obtained from a survey of 432 retail service personnel in a national retail chain with 124 stores, the authors find that customer complaints are significantly and negatively associated with service personnel commitment to customer service. Higher levels of service employee positive affectivity significantly reduced this negative relationship. Contrary to expectations, high levels of negative affectivity also reduced the negative relationship between complaints and commitment to customer service. Potential explanations for these findings are provided, and implications for managers and future research are considered.

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“…Hogan et al, 1984), customer service orientation (e.g. Alge et al, 2003), and commitment to service (Peccei and Rosenthal, 1997).…”

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confidence: 99%

Analysing the preferred characteristics of frontline employees dealing with customer complaints

et al. 2011

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PurposeThis paper seeks to use the Kano model to gain a deeper understanding of attributes of effective frontline employees dealing with customer complainants in personal interactions. Previous research revealed that excitement factors deteriorate to basic factors over time. This research aims to investigate whether the same phenomenon holds true for attributes of service employees.Design/methodology/approachData were collected using Kano questionnaires from 272 respondents with complaining experience in the UK and Saudi Arabia, these being two countries at different stages of service sector development.FindingsThe analysis of the Kano questionnaires for the UK reveals that complaining customers take the contact employee's ability to listen carefully for granted. The Kano results for Saudi Arabia clearly indicate that complaining customers are (still) easier to delight than their UK counterparts.Research limitations/implicationsEven though the study has a sample size similar to several existing Kano studies, future research studies could still use larger probability samples that represent the broader (complaining) consumer population in the selected countries.Practical implicationsIf companies know what complaining customers expect, frontline employees may be trained to adapt their behaviour to their customers' underlying expectations. For this purpose, the paper gives several suggestions to managers to improve active complaint handling and management.Originality/valueThe study adds to the understanding of effective complaint handling. The findings are the first to show that employee factors that are performance factors in a highly developed service economy can still delight customers in a less developed service economy.

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The antecedents of employee commitment to customer service: evidence from a UK

Cited by 178 publications

References 7 publications

Revealing the expectations and preferences of complaining customers by combining the laddering interviewing technique with the Kano model of customer satisfaction

Revealing the expectations and preferences of complaining customers by combining the laddering interviewing technique with the Kano model of customer satisfaction

Coping With Customer Complaints

Analysing the preferred characteristics of frontline employees dealing with customer complaints

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