Effects of employee turnover on service quality and customer satisfaction in contact centers

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dc.contributor Aalto-yliopisto fi
dc.contributor Aalto University en
dc.contributor.author Tapola, Merituuli
dc.date.accessioned 2016-08-16T11:35:58Z
dc.date.available 2016-08-16T11:35:58Z
dc.date.issued 2016
dc.identifier.uri https://aaltodoc.aalto.fi/handle/123456789/21430
dc.description.abstract Objectives of the study Employee turnover is a topic of interest in the Human Resource management field. The reasons for turnover have typically received more attention than the consequences it has. There is only some research regarding the effects that turnover has on service quality. The objective of this study is to explore the effects of employee turnover on service quality and customer satisfaction, especially in the contact center setting. To achieve this objective a definition of service quality for contact centers is explored and a model developed. From this model a framework of the effects of employee turnover on service quality in contact centers is formed. Methodology A mixed-method case study was chosen as the research method of this thesis due to the complexity of employee turnover as a phenomenon and of the concept of service quality. The results of a customer satisfaction survey in the case company were compared to the seniority of the customer advisor to determine whether seniority positively affects the results s/he receives from the survey. To explore the effects turnover has beyond the results from the survey, interviews with five contact center professionals were conducted. Key findings and conclusions A service quality model for contact centers was developed on the basis of existing literature and then extended based on the empirical findings from the study. It is suggested that service quality in contact centers consists of three dimensions - availability, substance and courtesy and communication skills. A framework of the effects of employee turnover on these quality dimensions is also developed. The effects of turnover on availability and substance are mainly negative whereas mixed effects were found on courtesy and communication skills. It was concluded that employee turnover creates costs for contact centers and negative effects on service quality, but that there also are positive consequences from turnover. Companies in high turnover industries need to find a balance between efforts to lower employee turnover and efforts to alleviate its negative effects. Positive effects of turnover should not be overlooked, but utilized where possible. en
dc.format.extent 119
dc.format.mimetype application/pdf en
dc.language.iso en en
dc.title Effects of employee turnover on service quality and customer satisfaction in contact centers en
dc.type G2 Pro gradu, diplomityö fi
dc.contributor.school Kauppakorkeakoulu fi
dc.contributor.school School of Business en
dc.contributor.department Johtamisen laitos fi
dc.contributor.department Department of Management Studies en
dc.subject.keyword henkilöstön vaihtuvuus
dc.subject.keyword palvelun laatu
dc.subject.keyword asiakastyytyväisyys
dc.subject.keyword palvelutuotanto
dc.subject.keyword contact centerit
dc.subject.keyword henkilöstöhallinto
dc.subject.keyword employee turnover
dc.subject.keyword service quality
dc.subject.keyword customer satisfaction
dc.subject.keyword service production
dc.subject.keyword contact centers
dc.subject.keyword human resource management
dc.identifier.urn URN:NBN:fi:aalto-201609083644
dc.type.dcmitype text en
dc.programme.major Kansainvälinen liiketoiminta fi
dc.programme.major International Business en
dc.type.ontasot Pro gradu tutkielma fi
dc.type.ontasot Master's thesis en
dc.subject.helecon kansainväliset yhtiöt
dc.subject.helecon international companies
dc.subject.helecon henkilöstöhallinto
dc.subject.helecon personnel management
dc.subject.helecon työntekijät
dc.subject.helecon workers
dc.subject.helecon irtisanominen
dc.subject.helecon giving notice
dc.subject.helecon palvelut
dc.subject.helecon service
dc.subject.helecon laatu
dc.subject.helecon quality
dc.subject.helecon asiakkaat
dc.subject.helecon customers
dc.subject.helecon tyytyväisyys
dc.subject.helecon satisfaction
dc.subject.helecon call center
dc.subject.helecon call center
dc.ethesisid 14608
dc.date.dateaccepted 2016-06-09
dc.location P1 I


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