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Service Convenience on Call Centers: Impacts on Repurchase

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Exploring Services Science (IESS 2015)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 201))

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Abstract

This study aimed to test the relationship between service convenience (time and effort expenditures), in a Call Center setting, and customers repurchase behaviour.

A database of 133 783 customers and 376 057 contacts were analyzed in what concerns three Call Center performance indicators, representative of customers’ time and effort: First Call Resolution (FCR), Average Handling Time and Repeated Calls.

Time and effort expenditures on Call Centers were proved to be related to repurchase. Customers at early stages of their relationship with the service, low value customers and those participating on loyalty programs, were the most sensitive to time and effort expenditures on Call Centers. Understanding the impact of customers’ time and effort on customers repurchase behaviour and knowing the customers less likely to wait and expend efforts, managers must seek to improve Call Centers performance, and select who are the customers to answer first.

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Authors and Affiliations

  1. School of Economics and Management, University of Porto, Porto, Portugal

    João F. Proença & Marisa Fernandes

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  1. João F. Proença
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  2. Marisa Fernandes
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Correspondence to Marisa Fernandes .

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Editors and Affiliations

  1. University of Porto, Porto, Portugal

    Henriqueta Nóvoa

  2. Politehnica University of Bucharest, Bucharest, Romania

    Monica Drăgoicea

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Proença, J.F., Fernandes, M. (2015). Service Convenience on Call Centers: Impacts on Repurchase. In: Nóvoa, H., Drăgoicea, M. (eds) Exploring Services Science. IESS 2015. Lecture Notes in Business Information Processing, vol 201. Springer, Cham. https://doi.org/10.1007/978-3-319-14980-6_14

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  • DOI: https://doi.org/10.1007/978-3-319-14980-6_14

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-14979-0

  • Online ISBN: 978-3-319-14980-6

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