Customer Effort Analysis is a customer service analytics method that quantifies the cognitive, physical, and procedural exertion required by customers to resolve service issues or achieve desired outcomes, distinguishing itself from other performance metrics by focusing explicitly on minimizing user effort as a determinant of service quality and loyalty.
12
Publications
2.3K
Citations
27
Authors
18
Institutions
Publications per year
2017–2026
4
Parents
Publications
12
1–5 of 12
Authors
27
- JS
2
h-index
- RN
2
h-index
- TC
1
h-index
- YD
1
h-index
- JR
1
h-index
1–5 of 27
Institutions
18
The University of Western Australia
Perth, Australia
2 h-index
4 publications
490 citations
Harvard University Press
Cambridge, United States
1 h-index
1 publications
1K citations
Chinese University of Hong Kong
Hong Kong, Hong Kong
1 h-index
1 publications
37 citations
Simula Research Laboratory
Oslo, Norway
1 h-index
2 publications
224 citations
University of Auckland
Auckland, New Zealand
1 h-index
2 publications
20 citations
The University of Texas at Dallas
Richardson, United States
1 h-index
1 publications
37 citations
Monash University
Melbourne, Australia
1 h-index
1 publications
430 citations
University of Bedfordshire
Luton, United Kingdom
1 h-index
2 publications
168 citations
1–8 of 18
Venues
- Journal of Marketing Research
2 publications · 1.5K citations
2
h-index
- International Journal of Project Management
1 publications · 112 citations
1
h-index
- Journal of Service Research
JSR · 1 publications · 430 citations
1
h-index
- Marketing Science
1 publications · 37 citations
1
h-index
- Operations Research
1 publications · 22 citations
1
h-index
1–5