Article ID: | iaor20043630 |
Country: | United States |
Volume: | 12 |
Issue: | 2 |
Start Page Number: | 224 |
End Page Number: | 245 |
Publication Date: | Jun 2003 |
Journal: | Production and Operations Management |
Authors: | Athanassopoulos Antreas D., Iliakopoulos Anastasios |
Keywords: | values, decision theory |
The ability of telecommunication operators to focus successfully on the customer has proven to be one of the most competitive issues toward the end of the 20th century. The services management literature is short of theoretical and empirical studies on customer satisfaction measurement in the telecommunications industry. This, however, is contrary to the industry practice since almost all major telecommunications companies around the world gather information about customer satisfaction and other related information about the quality of their service. Our research focuses on the customer satisfaction function of residential customers of a major European telecommunications company. Customer satisfaction is seen as the overall performance of the telecommunications company stemming from adequate service provision, value for money, loyalty, and relationship management. The antecedents of the performance of the organization are obtained from the contact points between the customers and the service points of the telecommunications company.