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Strategic Outsourcing: An International Journal, Vol. 6, Iss. 3, 2013-11 ,pp. : 292-312

Emerald Group Publishing Ltd

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The effect of intercultural sensitivity on employee performance in cross-cultural service encounters

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Journal of Services Marketing, Vol. 19, Iss. 4, 2005-04 ,pp. : 245-255

Emerald Group Publishing Ltd

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Benchmarking service quality performance at business-to-business and business-to-consumer call centers

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Emerald Group Publishing Ltd

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Aligning employee service recovery performance with brand values: The role of brand-specific leadership

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Journal of Marketing Management, Vol. 29, Iss. 9-10, 2013-07 ,pp. : 981-1006

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Frontline employees' views on organizational factors that affect the delivery of service quality in call centers

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