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.
19,261,398 questions answered
Popular Conversations
Which of the following sentences is written in the passive voice? ...
Weegy: The sentence with the active voice is: The chairman told me that the legislature passed the bill. User: ...
1/31/2015 11:17:44 AM| 2 Answers
How long was George Washington a president?
Weegy: George Washington (February 22, 1732 [O.S. February 11, 1731] ? December 14, 1799) was the first President of ...
1/31/2015 1:03:26 AM| 1 Answers
Weegy Stuff
S
1
L
L
Points 36 [Total 7102]| Ratings 1| Comments 26| Invitations 0|Offline
S
L
P
L
P
Points 36 [Total 6811]| Ratings 0| Comments 36| Invitations 0|Offline
S
Points 3 [Total 68]| Ratings 0| Comments 3| Invitations 0|Offline
S
L
Points 3 [Total 2124]| Ratings 0| Comments 3| Invitations 0|Offline
Points 0 [Total 0]| Ratings 0| Comments 0| Invitations 0|Offline
Points 0 [Total 0]| Ratings 0| Comments 0| Invitations 0|Offline
S
Points 0 [Total 0]| Ratings 0| Comments 0| Invitations 0|Offline
S
Points 0 [Total 0]| Ratings 0| Comments 0| Invitations 0|Offline
S
Points 0 [Total 0]| Ratings 0| Comments 0| Invitations 0|Offline
S
Points 0 [Total 0]| Ratings 0| Comments 0| Invitations 0|Offline
Home | Contact | Blog | About | Terms | Privacy | Social | ©2014 Purple Inc.