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Title: An exploratory investigation into determinants of service quality in technology-mediated service interactions characteristic of call centres
Author: Pandey, Pushkal Kumar
ISNI:       0000 0004 5357 426X
Awarding Body: University of Ulster
Current Institution: Ulster University
Date of Award: 2014
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The paucity of research in performance management of call centres is evident from the confusion regarding what is desired by the customer from this mode of service. A variety of recommendations have been put forward in various studies, but a holistic perspective on what constitutes quality is still lacking. This research is an attempt to investigate key factors which determine performance measurement in technology mediated call centre environment with the help of a conceptual model. A combination of qualitative and quantitative approach has been used to develop and test survey items on direct customer response. The case call centres are selected on the basis of service classification model proposed in the study. A conceptual model is formulated based on preliminary literature review. Qualitative stage has involved semi-structured interviews with senior executives, followed by focus groups conducted with call centre agents. The analysis of survey developed hence has been performed using methods of quantitative data analysis. To the best of our knowledge this study is the first to apply communication theory to an exploration of relational (socio-emotional) aspect in call centres service performance. Identifying the association formed between the customer and service provider in its discreet sociological context, it is argued here that being susceptible to limitations attributed to technology-mediated communication channels, call centres are a unique context of study and therefore performance evaluation should take account of this inherent unique.
Supervisor: Not available Sponsor: Not available
Qualification Name: Thesis (Ph.D.) Qualification Level: Doctoral
EThOS ID:  DOI: Not available