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 |
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Pages (from-to) | 128-144 |
Journal | the TQM Journal |
Volume | 23 |
Issue number | 2 |
DOIs | |
Publication status | Published - 2011 |
Keywords
- Complaints
- Customer satisfaction
- Customer service management
- Employees