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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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.
Field of Research
150503 Marketing Management (incl Strategy and Customer Relations)
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