Operational determinants of caller satisfaction in the banking/financial services call center

Author： Feinberg Richard A   Hokama Leigh   Kadam Rajesh   Kim IkSuk  

Publisher： Emerald Group Publishing Ltd

ISSN： 0265-2323

Source： The International Journal of Bank Marketing, Vol.20, Iss.4, 2002-06, pp. : 174-180

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