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.
25,355,779 questions answered
Weegy Stuff
S
Points 709 [Total 709] Ratings 10 Comments 589 Invitations 2 Offline
S
Points 696 [Total 696] Ratings 13 Comments 566 Invitations 0 Offline
S
Points 639 [Total 639] Ratings 0 Comments 639 Invitations 0 Offline
S
1
L
L
P
R
P
L
P
P
R
Points 295 [Total 12547] Ratings 2 Comments 275 Invitations 0 Offline
S
L
P
P
P
Points 166 [Total 3543] Ratings 0 Comments 166 Invitations 0 Offline
S
Points 38 [Total 107] Ratings 0 Comments 38 Invitations 0 Offline
S
Points 12 [Total 12] Ratings 1 Comments 2 Invitations 0 Offline
S
Points 10 [Total 10] Ratings 1 Comments 0 Invitations 0 Offline
S
L
Points 7 [Total 4099] Ratings 0 Comments 7 Invitations 0 Offline
S
Points 6 [Total 6] Ratings 0 Comments 6 Invitations 0 Offline
* Excludes moderators and previous
winners (Include)
Home | Contact | Blog | About | Terms | Privacy | © Purple Inc.