Conceptualisation and development of customer service skills scale: an investigation of Jordanian customers

  • Authors:

  • Mamoun N. Akroush;Amjad A. Abu-ElSamen;Motteh S. Al-Shibly;Fayez M. Al-Khawaldeh

  • Affiliations:

  • Department of Management Sciences, Talal Abu Ghazaleh College of Business, The German – Jordanian University, P.O. Box 921951 Amman, 11192, Jordan.;Faculty of Business, Department of Marketing, The University of Jordan, Amman, 11192, Jordan.;Department of Monitoring and Evaluation, Ministry of Agriculture, Jordan P.O. Box 961043 Amman, 20990, Jordan.;Ministry of Agriculture, Jordan P.O. Box 961043 Amman, 20990, Jordan

  • Venue:
  • International Journal of Mobile Communications
  • Year:
  • 2010

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Abstract

The purpose of this research is to conceptualise and develop a valid and reliable customer service skills scale from customers' perspectives of Mobile Service Providers in Jordan. Three consecutive studies were conducted to achieve the research objectives. Analysing data from 1350 customers indicated that customer service skills scale consists of five factors: reputation building skills, problem-solving skills, verbal communication skills, non-verbal communication skills and customer-service culture. We also found that the five components are significant predictors of customer satisfaction. Our research introduced a relatively new perspective of customer service skills scale for the Mobile Service Providers in Jordan.