TY - GEN
T1 - Factors that Influence the Quality of Customer Service in Telecommunications Companies
AU - Allpocc-Flores, Luz Angelica
AU - Morales-Durand, Sarela Araseli
AU - Fernandez-Hurtado, Gisela
AU - Cordova-Buiza, Franklin
N1 - Publisher Copyright:
© 2024, The Author(s), under exclusive license to Springer Nature Switzerland AG.
PY - 2024
Y1 - 2024
N2 - Customer service is the process of customer support before, during and after the purchase is made. The objective of this systematic review is to determine what is known about the factors that influence the quality of customer service in telecommunications companies in Latin America, in the scientific literature between 2011 and 2021. The PRISMA 2020 methodology was used, the search was performed in the databases Redalyc, Dialnet, Scielo and Scopus, applying inclusion criteria such as year of publication and countries of study. The result obtained shows that the countries of Mexico and Colombia have a high participation with 40% of articles, in turn, it was obtained that 18 articles are of mixed approach, where the most used tool was the questionnaire with 40% of participation and the type of study that prevails is descriptive with 36%. It is concluded that human capital, organizational climate, customer service time, accuracy of information, strategies and management tools have an influence at the time of providing customer service, so the correct operation and application of these factors should be verified.
AB - Customer service is the process of customer support before, during and after the purchase is made. The objective of this systematic review is to determine what is known about the factors that influence the quality of customer service in telecommunications companies in Latin America, in the scientific literature between 2011 and 2021. The PRISMA 2020 methodology was used, the search was performed in the databases Redalyc, Dialnet, Scielo and Scopus, applying inclusion criteria such as year of publication and countries of study. The result obtained shows that the countries of Mexico and Colombia have a high participation with 40% of articles, in turn, it was obtained that 18 articles are of mixed approach, where the most used tool was the questionnaire with 40% of participation and the type of study that prevails is descriptive with 36%. It is concluded that human capital, organizational climate, customer service time, accuracy of information, strategies and management tools have an influence at the time of providing customer service, so the correct operation and application of these factors should be verified.
KW - Quality
KW - customer service
KW - telecommunications
UR - https://www.scopus.com/pages/publications/85181982295
U2 - 10.1007/978-3-031-43733-5_5
DO - 10.1007/978-3-031-43733-5_5
M3 - Conference contribution
AN - SCOPUS:85181982295
SN - 9783031437328
T3 - Lecture Notes in Networks and Systems
SP - 49
EP - 59
BT - Management, Tourism and Smart Technologies - ICMTT 2023 Volume 2
A2 - Montenegro, Carlos
A2 - Rocha, Álvaro
A2 - Cueva Lovelle, Juan Manuel
T2 - International Conference on Management, Tourism and Technologies, ICMTT 2023
Y2 - 4 May 2023 through 6 May 2023
ER -