Analysing the preferred characteristics of frontline employees dealing with customer complaints – a cross-national Kano study

T. Gruber; Ibrahim Abosag; Alexander Reppel; I. Szmigin

doi:10.1108/17542731111110203

Analysing the preferred characteristics of frontline employees dealing with customer complaints – a cross-national Kano study

T. Gruber
, Ibrahim Abosag
, Alexander Reppel
, I. Szmigin

Research output: Contribution to journal › Article › peer-review

Abstract

This 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.

Original language	English
Pages (from-to)	128-144
Journal	the TQM Journal
Volume	23
Issue number	2
DOIs	https://doi.org/10.1108/17542731111110203
Publication status	Published - 2011

Keywords

Complaints
Customer satisfaction
Customer service management
Employees

Access to Document

10.1108/17542731111110203

Cite this

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abstract = "This 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.",

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KW - Customer service management

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