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Antecedents and consequences of customer satisfaction with interactive voice response

Robertson, Nichola and McDonald, Heath 2009, Antecedents and consequences of customer satisfaction with interactive voice response, in ANZMAC 2009 : Sustainable management and marketing conference, Monash University, Melbourne, Vic..

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Title Antecedents and consequences of customer satisfaction with interactive voice response
Author(s) Robertson, Nichola
McDonald, Heath
Conference name Australian and New Zealand Marketing Academy. Conference (2009 : Melbourne, Vic.)
Conference location Melbourne, Vic.
Conference dates 30 November - 2 December 2009
Title of proceedings ANZMAC 2009 : Sustainable management and marketing conference
Editor(s) Tojib, Dewi
Publication date 2009
Conference series Australian and New Zealand Marketing Academy Conference
Publisher Monash University
Place of publication Melbourne, Vic.
Keyword(s) interactive voice response (IVR)
self-service technology
antecedents and consequences
customer satisfaction
Summary The aim of this study was to empirically test a model of antecedents and consequences of customers’ satisfaction with interactive voice response (IVR). IVR is a commonplace selfservice technology, yet it has seldom been the focus of academic research. As customers’ frustration with IVR is apparent, understanding how customers evaluate IVR and their subsequent behavioural intentions is important. Findings of a study of Australian Football League members who were users of its IVR system indicated that customer satisfaction resulted when it was easy to use, offered fast service and provided customers with feelings of control. Overall satisfaction with the IVR system was related to customers’ intentions to reuse it and their trust in the AFL. Managerial implications of the findings are discussed.
ISBN 1863081585
Language eng
Field of Research 150503 Marketing Management (incl Strategy and Customer Relations)
Socio Economic Objective 910403 Marketing
HERDC Research category E1 Full written paper - refereed
Copyright notice ©2009, The authors
Persistent URL http://hdl.handle.net/10536/DRO/DU:30021524

Document type: Conference Paper
Collections: Deakin Graduate School of Business
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