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

Purpose – This paper seeks to use the Kano model to gain a deeper understanding of attributes of effective frontline employees dealing with customer complainants in personal interactions. Previous research revealed that excitement factors deteriorate to basic factors over time. This research aims to...

Full description

Bibliographic Details

Main Authors:	Thorsten Gruber, Ibrahim Abosag, Alexander E. Reppel, Isabelle Szmigin
Format:	Default Article
Published:	2011
Subjects:	Other commerce, management, tourism and services not elsewhere classified Complaints Customer satisfaction Customer service management Employees Business and Management not elsewhere classified
Online Access:	https://hdl.handle.net/2134/11917
Tags:	Add Tag No Tags, Be the first to tag this record!