At Your (Dis?)Service: A Phenomenological Study of Customer Service Dissatisfaction

• In Event: Can You Make Me Happy? Bullying, Leadership, and Satisfaction

Abstract

This paper presents an interpretive phenomenological study of the contemporary customer service experience. The learnings represent important insights into the discourse of stability and change between service providers and service recipients. This is critical due to the increasingly pervasive role of service organizations in shaping, maintaining, and expanding the dynamic economic and cultural underpinnings of American society.

Author

• JoAnna Williamson, University of North Carolina, Chapel Hill