Operational determinants of caller satisfaction in the call center

Author: Feinberg Richard A   Kim Ik-Suk   Hokama Leigh   Ruyter Ko de   Keen Cherie  

Publisher: Emerald Group Publishing Ltd

ISSN: 0956-4233

Source: International Journal of Service Industry Management, Vol.11, Iss.2, 2000-02, pp. : 131-141

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Abstract