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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