Does role clarity explain employee-perceived service quality?: A study of antecedents and consequences in call centres

Author： Mukherjee Avinandan   Malhotra Neeru  

Publisher： Emerald Group Publishing Ltd

ISSN： 0956-4233

Source： International Journal of Service Industry Management, Vol.17, Iss.5, 2006-10, pp. : 444-473

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

Antecedents and effects of emotional satisfaction on employee-perceived service quality

By Slåtten Terje  

Managing Service Quality, Vol. 18, Iss. 4, 2008-07 ,pp. : 370-386

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

The effect of managerial practice on employee-perceived service quality: The role of emotional satisfaction

By Slåtten Terje  

Managing Service Quality, Vol. 19, Iss. 4, 2009-07 ,pp. : 431-455

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Service quality and turnover intentions as perceived by employees: Antecedents and consequences

By Slåtten Terje   Svensson Göran   Sværi Sander  

Personnel Review, Vol. 40, Iss. 2, 2011-02 ,pp. : 205-221

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Service quality in call centres: implications for customer loyalty

By Dean Alison M  

Managing Service Quality, Vol. 12, Iss. 6, 2002-11 ,pp. : 414-423

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Antecedents and consequences of employee engagement

By Saks Alan M.  

Journal of Managerial Psychology, Vol. 21, Iss. 7, 2006-10 ,pp. : 600-619

Emerald Group Publishing Ltd

Access to resources Recommend Favorite