Call Center Satisfaction and Customer Retention in a Co-Branded Service Context
Get the findings of a recent study that addresses the lack of research tying escalated call center satisfaction and both retention of the co-branded service in addition to retention of the primary leveraged brand using actual retention data by requesting a copy of our article as recently published by Emerald in the International Journal of Service Industry Management.
This paper examines call center satisfaction in an escalated call center context where callers are organization members of the primary/leveraged brand and have purchased additional co-branded services as part of their membership. The relationship between call center satisfaction and actual retention of both the co-branded service offered and the primary brand (call center operated by the membership organization) is examined.
Emerald is a leading English language publisher of academic and professional literature in the fields of management, library services and engineering.
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