Woods Catherine J, Drew Paul, Leydon Geraldine M
Department of Primary Care and Population Sciences, Faculty of Medicine, University of Southampton, Southampton, UK.
Department of Social Sciences, Loughborough University, Loughborough, UK.
Patient Educ Couns. 2015 Aug;98(8):943-53. doi: 10.1016/j.pec.2015.04.015. Epub 2015 Apr 28.
This study provides an alternative approach to assessing caller satisfaction focussing on how callers express their appreciation of the service provided during the call, as the calls draw to a close.
Conversation analysis is used to analyse 99 calls between callers and cancer specialist nurses on a leading cancer helpline in the UK.
Caller satisfaction is expressed through upgraded forms of the appreciations through which callers begin to close the call. Dissatisfaction is conveyed in what are by comparison with expressions of satisfaction, downgraded forms which acknowledge but do not fully or enthusiastically appreciate the information/advice given. With latter calls, nurses begin to 're-open' aspects of information/advice giving, thereby leading to more protracted call closings.
Endogenous indicators of caller satisfaction are displayed through callers' upgraded appreciations in the closing moments of helpline calls. Difficulties in terminating calls (protracted by nurses re-opening information-giving etc.) arise when callers do not convey their satisfaction with the service provided.
An understanding of endogenous indicators of satisfaction may benefit helpline organisations and further their understanding of effective call-handling, particularly through identifying the features common to those calls in which callers do not display their satisfaction with the call.
本研究提供了一种评估来电者满意度的替代方法，重点关注来电者在通话即将结束时如何表达对通话期间所提供服务的赞赏。
运用会话分析方法，对英国一家领先的癌症求助热线中来电者与癌症专科护士之间的99次通话进行分析。
来电者满意度通过升级形式的赞赏来表达，来电者借此开始结束通话。不满则通过与满意度表达相比而言的降级形式传达，这些形式承认但未充分或热情地赞赏所提供的信息/建议。对于后一种通话，护士开始“重新开启”提供信息/建议的方面，从而导致通话结束时间延长。
来电者满意度的内生指标通过求助热线通话结束时刻来电者升级的赞赏得以体现。当来电者未表达对所提供服务的满意度时，就会出现通话终止困难（因护士重新开启信息提供等而延长）的情况。
理解满意度的内生指标可能有助于求助热线组织，并增进他们对有效接听电话的理解，特别是通过识别来电者对通话不满意的那些通话所共有的特征。
