Partnerships and collaboration
A Program of Research Funded by the Australian Research Council, 2008-2010
Participating universities
Individuals and organisations interested in participating in either Study 1 or Study 2 are invited to phone or email the researchers, using the details provided on the Contacts page.
Study 1
The research team is keen to form alliances with call centre firms, or organisations with a call centre-like facility, that can provide access to (de-identified) audiotapes of actual service encounters.
These will be content analysed, with information fed back in a confidential report to participating companies as to actions within service encounters that facilitate, and actions that hinder, successful resolution of service problems.
Participating firms will be given research-based recommendations as to possible solutions to their customer service problems.
Study 2
Individual, anonymous interviews will be conducted with a selection of people from all sides of the service encounter - customers, front-line staff, supervisors, managers, and so on.
Consultants specialising in the management of customer complaints may particularly like to contribute. Upon completion of this study, all interviewees will be offered a report summarising the findings and providing key recommendations.
All research performed at Griffith University is conducted in accordance with the National Statement on Ethical Conduct in Research Involving Humans. Any concerns or complaints about the ethical conduct of University research should be communicated to the Manager, Research Ethics on 3735 5585 or research-ethics@griffith.edu.au