Question and answer
What are the sources of customer dissatisfaction?
As the use, development, and control of information systems diffuses through organizations and society, the importance of the information technology help desk in effective management and use of information resources increases. [ This study examines service encounters with help desks to understand the events and behaviors that cause customers to distinguish very satisfactory from very
dissatisfactory service. While considerable research has investigated the determinants of customer satisfaction with service encounters in retail industries such as airlines, restaurants, and hotels, there has been little work investigating the dimensions of professional service encounters. Using the critical incident technique, the authors analyzed over 500 incidents from customers of information services. Help desk critical incidents were classified into three broad categories which were further subdivided into 12 categories which lead to satisfaction and dissatisfaction. The three broad categories, core service delivery failures, customer situation, and helper characteristics and behavior, were consistent with categories found in previous service encounter research, while the subcategories were different in several ways. This suggests that some dimensions of service encounter satisfaction are consistent across service industries, while others are context specific. ]
Get an answer
Original conversation
User: What is your definition of a dissatisfied customer?

User: What are the sources of customer dissatisfaction?





Weegy: As the use, development, and control of information systems diffuses through organizations and society, the importance of the information technology help desk in effective management and use of information resources increases. [ This study examines service encounters with help desks to understand the events and behaviors that cause customers to distinguish very satisfactory from very dissatisfactory service. While considerable research has investigated the determinants of customer satisfaction with service encounters in retail industries such as airlines, restaurants, and hotels, there has been little work investigating the dimensions of professional service encounters. Using the critical incident technique, the authors analyzed over 500 incidents from customers of information services. Help desk critical incidents were classified into three broad categories which were further subdivided into 12 categories which lead to satisfaction and dissatisfaction. The three broad categories, core service delivery failures, customer situation, and helper characteristics and behavior, were consistent with categories found in previous service encounter research, while the subcategories were different in several ways. This suggests that some dimensions of service encounter satisfaction are consistent across service industries, while others are context specific. ]
Expert answered|scijoe21|Points 170|



Question
Asked 3/10/2012 9:00:59 PM
0 Answers/Comments
New answers
Rating

There are no new answers.

Comments

There are no comments.

Add an answer or comment
Log in or sign up first.
21,758,043 questions answered
Popular Conversations
There is a single instrument to measure climate change.
Weegy: There is a single instrument to measure climate change. FALSE. User: How do landfills contribute to global ...
7/29/2015 8:14:02 AM| 2 Answers
Which of the following is the best example of use of voice in a ...
Weegy: The answer is: D. a narrative about the food served in middle-school cafeterias. User: What is the best word ...
7/29/2015 9:00:04 AM| 2 Answers
After Alexander's death, Egypt was ruled by ...
Weegy: After Alexander's death, Egypt was ruled by Ptolemy. User: The philosophy that believed pleasure was the ...
7/29/2015 4:01:30 PM| 2 Answers
16. What kind of wines is Portugal most famous for? A. ...
Weegy: D. Port User: 17. The single most important ingredient in a good beer is high-quality A. malt. ...
7/29/2015 5:23:37 PM| 2 Answers
Choose the correct definition for extremo. A. extra B. ...
Weegy: end is the correct definition for extremo. User: Choose the correct translation for Yo puedo hacerlo. ...
7/29/2015 6:40:23 PM| 2 Answers
Weegy Stuff
S
1
L
Points 863 [Total 1374]| Ratings 1| Comments 853| Invitations 0|Offline
S
P
C
L
P
L
1
P
P
1
P
1
P
L
Points 742 [Total 10276]| Ratings 3| Comments 692| Invitations 2|Online
S
L
L
Points 348 [Total 8548]| Ratings 5| Comments 298| Invitations 0|Offline
S
Points 269 [Total 269]| Ratings 1| Comments 259| Invitations 0|Offline
S
Points 194 [Total 194]| Ratings 1| Comments 184| Invitations 0|Online
S
1
L
L
Points 83 [Total 8463]| Ratings 0| Comments 83| Invitations 0|Offline
S
Points 71 [Total 71]| Ratings 0| Comments 71| Invitations 0|Offline
S
Points 50 [Total 50]| Ratings 3| Comments 20| Invitations 0|Offline
S
Points 41 [Total 41]| Ratings 2| Comments 21| Invitations 0|Offline
S
Points 18 [Total 318]| Ratings 0| Comments 18| Invitations 0|Offline
Home | Contact | Blog | About | Terms | Privacy | Social | ©2015 Purple Inc.