Managing overall service quality in customer care centers: Empirical findings of a multi-perspective approach

Author： Kantsperger Roland Kunz Werner H

ISSN： 0956-4233

Source： International Journal of Service Industry Management, Vol.16, Iss.2, 2005-02, pp. : 135-151

Disclaimer: Any content in publications that violate the sovereignty, the constitution or regulations of the PRC is not accepted or approved by CNPIEC.

Previous Menu Next

Abstract

Related content

Measuring and managing service quality: integrating customer expectations

By Robledo Marco Antonio

Managing Service Quality, Vol. 11, Iss. 1, 2001-02 ,pp. : 22-31

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Customer service call centers: managing rapid personnel changes

By Smith W.L.

Human Systems Management, Vol. 20, Iss. 2, 2001-01 ,pp. : 123-129

Ios Press

Access to resources Recommend Favorite

Fresh insights into British apprenticeship schemes: A multi-perspective, multi-method approach

By Oultram Teresa

International Journal of Organizational Analysis, Vol. 20, Iss. 1, 2012-03 ,pp. : 51-67

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

A performance index approach to managing service quality

By Yang Hsu-Hao Chen K.S.

Managing Service Quality, Vol. 10, Iss. 5, 2000-05 ,pp. : 273-278

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Adopting a multi-perspective approach to the study of public sector managerial effectiveness

By Willcocks Stephen George

International Journal of Public Sector Management, Vol. 15, Iss. 4, 2002-06 ,pp. : 262-280

Emerald Group Publishing Ltd

Access to resources Recommend Favorite