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MODELING CUSTOMER SATISFACTION IN TELECOMMUNICATIONS: ASSESSING THE EFFECTS OF MULTIPLE TRANSACTION POINTS ON THE PERCEIVED OVERALL PERFORMANCE OF THE PROVIDER
Author(s) -
ATHANASSOPOULOS ANTREAS D.,
ILIAKOPOULOS ANASTASIOS
Publication year - 2003
Publication title -
production and operations management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 3.279
H-Index - 110
eISSN - 1937-5956
pISSN - 1059-1478
DOI - 10.1111/j.1937-5956.2003.tb00502.x
Subject(s) - customer satisfaction , business , customer retention , marketing , telecommunications service , loyalty business model , telecommunications , customer advocacy , service quality , customer to customer , customer delight , database transaction , service (business) , computer science , programming language
The ability of telecommunication operators to focus successfully on the customer has proven to be one of the most competitive issues toward the end of the 20th century. The services management literature is short of theoretical and empirical studies on customer satisfaction measurement in the telecommunications industry. This, however, is contrary to the industry practice since almost all major telecommunications companies around the world gather information about customer satisfaction and other related information about the quality of their services. Our research focuses on the customer satisfaction function of residential customers of a major European telecommunications company. Customer satisfaction is seen as the overall performance of the telecommunications company stemming from adequate service provision, value for money, loyalty, and relationship management. The antecedents of the performance of the organization are obtained from the contact points between the customers and the service points of the telecommunications company.