Customer Representatives’ Competence of Call Center Employees: An Exploratory Study

Murat Nazlı

doi:10.31822/jomat.671224

EN

Customer Representatives’ Competence of Call Center Employees: An Exploratory Study

Abstract

The fundamental purpose of this exploratory study is to understand and analyze the leadership styles of customer representatives in call centers of online travel agencies (OTAs) through content analysis. The sample consists of 895 customer responses about the services of these online agencies. The theoretical background of the study focuses on the servant leadership styles of customer representatives to see how they can handle tough situations with the customers and how the customers respond to the level of services. The findings reveal valuable hints and important perspectives of customers for the leadership styles of customer representatives. The emphasized points are the reservation problems, lack of problem-solving, delivery of wrong information to the customers, focus on sales rather than customer satisfaction, low level of institutionalism perspective of customer representatives, and lack of interest after the sales. The study enlightens the leadership styles of customer representatives in call centers of online agencies for the use of researchers and practitioners.

Keywords

Customer representatives, leadership style, customer relations, servant leadership

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Details

Primary Language

English

Subjects

Tourism (Other)

Journal Section

Research Article

Authors

Murat Nazlı ^*
0000-0003-0335-1706
Türkiye

Publication Date

July 30, 2020

Submission Date

January 6, 2020

Acceptance Date

April 20, 2020

Published in Issue

Year 2020 Volume: 5 Number: 1

DOI

https://doi.org/10.31822/jomat.671224

IZ

https://izlik.org/JA53EG82KZ

APA

Nazlı, M. (2020). Customer Representatives’ Competence of Call Center Employees: An Exploratory Study. Journal of Multidisciplinary Academic Tourism, 5(1), 11-16. https://doi.org/10.31822/jomat.671224

AMA

1.Nazlı M. Customer Representatives’ Competence of Call Center Employees: An Exploratory Study. Jomat. 2020;5(1):11-16. doi:10.31822/jomat.671224

Chicago

Nazlı, Murat. 2020. “Customer Representatives’ Competence of Call Center Employees: An Exploratory Study”. Journal of Multidisciplinary Academic Tourism 5 (1): 11-16. https://doi.org/10.31822/jomat.671224.

EndNote

Nazlı M (July 1, 2020) Customer Representatives’ Competence of Call Center Employees: An Exploratory Study. Journal of Multidisciplinary Academic Tourism 5 1 11–16.

IEEE

[1]M. Nazlı, “Customer Representatives’ Competence of Call Center Employees: An Exploratory Study”, Jomat, vol. 5, no. 1, pp. 11–16, July 2020, doi: 10.31822/jomat.671224.

ISNAD

Nazlı, Murat. “Customer Representatives’ Competence of Call Center Employees: An Exploratory Study”. Journal of Multidisciplinary Academic Tourism 5/1 (July 1, 2020): 11-16. https://doi.org/10.31822/jomat.671224.

JAMA

1.Nazlı M. Customer Representatives’ Competence of Call Center Employees: An Exploratory Study. Jomat. 2020;5:11–16.

MLA

Nazlı, Murat. “Customer Representatives’ Competence of Call Center Employees: An Exploratory Study”. Journal of Multidisciplinary Academic Tourism, vol. 5, no. 1, July 2020, pp. 11-16, doi:10.31822/jomat.671224.

Vancouver

1.Murat Nazlı. Customer Representatives’ Competence of Call Center Employees: An Exploratory Study. Jomat. 2020 Jul. 1;5(1):11-6. doi:10.31822/jomat.671224

Cited By

A Conceptual Model of the Relationship between Quality of Work Life and Employee Engagement among Telecommunication Call Center Employees in Malaysia

Information Management and Business Review

https://doi.org/10.22610/imbr.v16i3S(I)a.4122

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