Research On The Influence Of Telephone Service Encounters Quality On The Customer Loyalty

With the development of science and technology, and the popularization of telephone, more and more enterprises through telephone communication with customers, for customers provide services, so that customers do not have to by time, place restrictions will be able to obtain the required service. In the course of the telephone service, there is also the appearance of the quality of the telephone service encounters. So, in the enterprise to provide customers with main products and services does not appear any problems, because of the contact of enterprises to provide telephone service quality is too low, resulting in customer repeat purchase behavior to reduce, will no longer be the enterprise, as the tolerance of choice, of the enterprise decline, recommend others to purchase intent reduction results, namely the customer loyalty to the enterprise reduce the consequences? This paper discusses the influence of the quality of the telephone service encounters on customer loyalty.Through reading massive literature, the paper defines the concept of service contact, telephone service contact, service quality, and customer loyalty. As a kind of telephone service encounters, call center is used widely. Then taking the call center as an example, the dimensions of telephone service encounters quality were identified. And then according to the literature review, this paper constructs the theoretic model and puts forward the research hypothesis. Next, the paper uses the experimental method. The method controls the sample in three different situations to collect the data. At last the paper makes the conclusion: the quality of the telephone service encounters can influence customer loyalty.Specific conclusions are as follows:①The higher the service attitude of the staff in the quality of the telephone service encounters, the higher the customer loyalty.②The higher the service skill of the staff in the quality of the telephone service encounters, the higher the customer loyalty.③The higher the customer orientation of the staff in the quality of the telephone service encounters, the higher the customer loyalty.④The higher system support in the quality of the telephone service encounters, the higher customer loyalty.In addition, the paper also redefined the concept of telephone service encounters and summarized the classification of the telephone service encounters.Finally, according to the conclusion, the paper put forward some suggestions on how to improve the quality of the telephone service encounters.