Graduation Term

Summer 2026

Degree Name

Master of Science (MS)

Department

School of Communication

Committee Chair

John Baldwin

Committee Member

Lindsey Thomas

Committee Member

Bryon Craig

Abstract

This thesis examines how customers perceive customer service after the COVID-19 pandemic, using qualitative data from an open-ended survey to evaluate how expectations, experiences, and the meaning of service have shifted. The findings demonstrate that consumers view customer service as a holistic process influenced by interpersonal communication, operational efficiency, product availability, and pricing transparency. Participants emphasized both positive and negative encounters, stating that the COVID pandemic fostered lowered expectations due to staffing shortages and work stress, while also remaining observant of service inconsistencies. These results relate to theories of service quality, emotional labor, and organization-public relationships by illustrating how crisis conditions such as COVID-19 can redefine the meaning and function of customer service. Overall, the study concludes that customers expect businesses to balance efficiency with understanding and digital advancement with human interaction, offering insight into modern customer service expectations and implications for future studies.

Access Type

Thesis-Open Access

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