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European Journal of Marketing, Vol. 40, Iss. 1-2, 2006-01 ,pp. : 218-232

Emerald Group Publishing Ltd

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The relative influence of organisational commitment and job satisfaction on service quality of customer-contact employees in banking call centres

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Journal of Services Marketing, Vol. 18, Iss. 3, 2004-05 ,pp. : 162-174

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Exploring internal customer service quality

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The Journal of Business and Industrial Marketing, Vol. 13, Iss. 4-5, 1998-04 ,pp. : 381-392

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The role of the customer contact person's age in service encounters

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The impact of customer-to-customer interactions in a high personal contact service setting

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Journal of Services Marketing, Vol. 19, Iss. 7, 2005-01 ,pp. : 482-491

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