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The effect of national culture on customer satisfaction in call centres across national borders
Dissertation (MBA)--University of Pretoria, 2012.
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| Format: | Thesis |
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University of Pretoria
2013
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| _version_ | 1867613577207087105 |
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| access_status_str | Open Access |
| author2 | Wocke, Albert |
| author_browse | Wocke, Albert |
| author_facet | Wocke, Albert |
| collection | Thesis |
| dc_rights_str_mv | © 2012 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University |
| description | Dissertation (MBA)--University of Pretoria, 2012. |
| format | Thesis |
| id | oai:repository.up.ac.za:2263/23069 |
| institution | University of Pretoria (South Africa) |
| last_indexed | 2026-06-10T12:38:21.509Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UPSpace — University of Pretoria Institutional Repository |
| publishDate | 2013 |
| publishDateRange | 2013 |
| publishDateSort | 2013 |
| publisher | University of Pretoria |
| publisherStr | University of Pretoria |
| record_format | dspace |
| source_str | UPSpace — University of Pretoria Institutional Repository |
| spelling | oai:repository.up.ac.za:2263/23069 The effect of national culture on customer satisfaction in call centres across national borders Wocke, Albert ichelp@gibs.co.za Kotze, Theo UCTD National culture Service quality Customer characteristics Offshoring Call centres Serfperv Cultural difference Emerging markets Customer satisfaction Services management Dissertation (MBA)--University of Pretoria, 2012. Characteristics of national cultures have frequently been claimed to influence service quality perception and customer satisfaction. This inquiry investigates this claim by analysing a multinational company’s call centre servicing two markets across national borders. Hypotheses are derived which relate the cultural and customer characteristics of age, gender and socio-economic status to customer satisfaction and perceived service quality within each country.Using multiple regression and CHAID models as well as Mann-Whitney and Kruskal-Wallis tests, the hypotheses are tested by analysing call centre service feedback data on 245 customers in the South African and 201 customers in the British market. Empirical support for the effect of national culture on perceived service quality and customer satisfaction is found.Empirical proof that females report higher levels of satisfaction than males is found while the importance customers place on service quality constructs are proven to vary by age and gender. A call centre management model integrating culture and customer characteristics, which provides a richer perspective of the mechanics of value creation, is suggested. Gordon Institute of Business Science (GIBS) unrestricted 2013-09-06T14:25:01Z 2013-04-30 2013-09-06T14:25:01Z 2013-04-25 2012 2013-03-09 Dissertation Kotze, T 2012, The effect of national culture on customer satisfaction in call centres across national borders, MBA dissertation, University of Pretoria, Pretoria, viewed yymmdd < http://hdl.handle.net/2263/23069 > F13/4/303/zw http://hdl.handle.net/2263/23069 http://upetd.up.ac.za/thesis/available/etd-03092013-173838/ © 2012 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University application/pdf University of Pretoria |
| spellingShingle | UCTD National culture Service quality Customer characteristics Offshoring Call centres Serfperv Cultural difference Emerging markets Customer satisfaction Services management The effect of national culture on customer satisfaction in call centres across national borders |
| title | The effect of national culture on customer satisfaction in call centres across national borders |
| title_full | The effect of national culture on customer satisfaction in call centres across national borders |
| title_fullStr | The effect of national culture on customer satisfaction in call centres across national borders |
| title_full_unstemmed | The effect of national culture on customer satisfaction in call centres across national borders |
| title_short | The effect of national culture on customer satisfaction in call centres across national borders |
| title_sort | effect of national culture on customer satisfaction in call centres across national borders |
| topic | UCTD National culture Service quality Customer characteristics Offshoring Call centres Serfperv Cultural difference Emerging markets Customer satisfaction Services management |
| url | http://hdl.handle.net/2263/23069 http://upetd.up.ac.za/thesis/available/etd-03092013-173838/ |