The previous column described the various dimensions of CCC Quality. Of course the next question is, what is the impact of CCC Quality on satisfaction, trust, commitment and loyalty? My research showed good quality of customer service to have the greatest impact on satisfaction and trust, and therefore to play an important role in creating […]
Customer contact center job quality
Besides those aspects which customers believe important for a good experience with customer service, I also looked at what employees believe important in order to gain satisfaction with their work within customer service. In much the same way as CCC Quality for customers, I have also identified a number of new dimensions for CCC Job […]
CCC Quality versus SERVQUAL
I’m sure most of you will be familiar with the term SERVQUAL . It is a measuring scale used to gage the quality of the service provided by an organization, from the customer’s perspective. It is based on the concept that high quality service has a positive impact on customer satisfaction. The question which occurred […]