Perceived customer contact centre quality: conceptual foundation and scale development

Abstract

Although the quality of the customer contact centre is pivotal for services, a thorough conceptualization and operationalization of perceived customer contact centre quality does not exist. The extensive scale development process moves from focus group sessions for item generation to exploratory and confirmatory factor analyses. Perceived customer contact centre quality consists of seven dimensions: reliability, empathy, customer knowledge, customer focus, waiting cost, user friendliness of the voice response unit, and accessibility. Compared with existing conceptualizations of service quality, perceived customer contact centre quality offers additional dimensions.

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