Customer Service Responsiveness and Customer Satisfaction: A Critique of Literature
| dc.contributor.author | Rehema Mugendi-Kiarie | |
| dc.date.accessioned | 2026-01-08T08:40:15Z | |
| dc.date.available | 2026-01-08T08:40:15Z | |
| dc.date.issued | 2025 | |
| dc.description.abstract | This paper provides detailed analysis of customer service responsiveness and how it influences customers satisfaction in organizations based on conceptual and empirical literature review. The analysis is grounded in key theoretical frameworks, including the Expectancy-Disconfirmation Theory, which posits that customer satisfaction arises when perceived service performance meets or exceeds expectations. The Social Exchange Theory further informs the study by emphasizing the reciprocal nature of interactions between customers and organizations, suggesting that timely and effective responsiveness fosters trust and loyalty. Additionally, the study integrates the SERVQUAL Model, which assesses service quality through five dimensions— tangibles, reliability, responsiveness, assurance, and empathy—highlighting responsiveness as a critical determinant of customer satisfaction. Furthermore, the Customer Experience Management (CEM) Framework is explored to illustrate how organizations can strategically design and manage service interactions to enhance customer perceptions and overall satisfaction. Findings from the literature indicate that prompt and effective customer service responsiveness significantly enhances customer satisfaction, leading to increased loyalty and positive word-of-mouth. However, gaps remain in understanding the nuanced impacts of cultural and industry-specific factors on responsiveness and this leaves contextual gaps. While many studies highlight the importance of responsiveness in shaping satisfaction, limited empirical research explores the role of digital transformation, automation, and artificial intelligence in optimizing responsiveness without compromising personalization leaving conceptual and empirical gaps. Additionally, inconsistencies in measuring customer service responsiveness across different service contexts present challenges in establishing universally applicable best practices. The paper noted the critical role of responsiveness in fostering customer satisfaction and loyalty. It highlights the need for further research into emerging technologies and their implications for service responsiveness. Organizations must continuously refine their customer service strategies, leveraging insights from established theoretical models while adapting to evolving consumer expectations. Addressing existing gaps will enhance the effectiveness of customer service responsiveness, ultimately strengthening customer relationships and competitive advantage. | |
| dc.identifier.citation | Mugendi-Kiarie, R. (2025). Customer service responsiveness and customer satisfaction: A critique of literature. The International Journal of Humanities & Social Studies. https://www.ijohss.org/index.php/ijhss/article/view/64/83 | |
| dc.identifier.issn | ISSN 2321-9203 | |
| dc.identifier.uri | https://repository.ru.ac.ke/handle/123456789/1983 | |
| dc.language.iso | en | |
| dc.publisher | The International Journal of Humanities & Social Studies | |
| dc.title | Customer Service Responsiveness and Customer Satisfaction: A Critique of Literature | |
| dc.type | Article |