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Analysing the preferred characteristics of frontline employees dealing with customer complaints: A cross‐national Kano study

Gruber, Thorsten and Abosag, Ibrahim and Reppel, Alexander and Szmigin, Isabelle (2011) 'Analysing the preferred characteristics of frontline employees dealing with customer complaints: A cross‐national Kano study.' The Journal of TQM, 23 (2). pp. 128-144.

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Abstract

Recent research in customer satisfaction suggests that attributes of products and services can be classified into three categories, must-be factors, one-dimensional factors and excitement factors, which all affect customer satisfaction and dissatisfaction. These originate from Kano’s model (1984) that allows researchers to gain a deeper understanding of customer preferences by analysing how they evaluate and perceive product or service attributes. This paper uses the Kano model to gain a deeper understanding of attributes of effective frontline employees dealing with customer complainants in personal interactions. For products such as the TV remote control, Kano (2001; 2006) showed that excitement factors deteriorate to must-be factors over time. This research investigates whether the same phenomenon holds true for attributes of service employees. Data were collected from 197 respondents with complaining experience in the UK and Saudi Arabia, these being two countries at different stages of service sector development and the analysis of the Kano maps reveal significant differences between the two countries.

Item Type: Articles
SOAS Departments & Centres: Faculty of Law and Social Sciences > School of Finance and Management
DOI (Digital Object Identifier): 10.1108/17542731111110203
Depositing User: Ibrahim Abosag
Date Deposited: 27 Oct 2015 12:16
URI: http://eprints.soas.ac.uk/id/eprint/21189

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