Title :
Measures of customer satisfaction and service quality in the telephone industry
Author :
Chen, Chungjen ; Norsworthy, John R.
Author_Institution :
Lally Sch. of Manage. Technol., Rensselaer Polytech. Inst., Troy, NY, USA
Abstract :
This study examines relationships between the subjective and objective service quality measures and the effects of some key determinants of both. The relationships between customer satisfaction and new measures of service quality reported to the FCC do not agree: satisfaction is not systematically related to higher levels of service or lower levels of service problems. There is some evidence for a tradeoff between productivity and the level of service quality, and for a negative effect of downsizing the labor force
Keywords :
telecommunication services; telephony; customer satisfaction measures; labor services downsizing; objective service quality measures; productivity; service problems; service quality measures; subjective service quality measures; telephone industry; Communication industry; Customer relationship management; Customer satisfaction; Employment; Industrial relations; Productivity; Quality management; Technology management; Telecommunications; Telephony;
Conference_Titel :
Engineering and Technology Management, 1998. Pioneering New Technologies: Management Issues and Challenges in the Third Millennium. IEMC '98 Proceedings. International Conference on
Conference_Location :
San Juan, PR
Print_ISBN :
0-7803-5082-0
DOI :
10.1109/IEMC.1998.727765
