期刊名称：Management - Journal of Contemporary Management Issues
印刷版ISSN：1331-0194
电子版ISSN：1846-3363
出版年度：2006
卷号：11
期号：2
页码：53-76
出版社：University of Split, Faculty of Economics
摘要：This paper aims to explore customer perspectives regarding the evaluation of telephone interaction with an emphasis on a specific type of telephone encounter - telephone survey interviews. The empirical study consisted of two phases, both based on qualitative research methods. The results of the first phase of the research suggest that customers are becoming increasingly critical and have high expectations, which are reflected in a rich array of their evaluative criteria. Results reveal some specific elements of perceived value, dis/satisfaction and quality dimensions, of which human factors and the conversation scenario characteristics seem to be the most important ones, while some specific normative and ideal customer expectations also seem important in this context.
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