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

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.