Exploring the Zone of Tolerance for Internal Customers in IT-Enabled Call Centers

Exploring the Zone of Tolerance for Internal Customers in IT-Enabled Call Centers

Today, call center employees’ service encounters with external customers are extensively supported with modern information technology (IT). However, prior research on service quality and zone of tolerance (ZOT) focuses primarily on external customers with little attention paid to how internal custom...

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Bibliographic Details
Main Authors: Hsieh, J.P., Sharma, Piyush, Rai, A., Parasuraman, A.
Format: Journal Article
Published: Sage Publications 2013
Subjects:
theory of administrative behavior
service quality
internal services
internal customers
call center
IT-enabled service
zone of tolerance
IT success
Online Access:http://hdl.handle.net/20.500.11937/27255

Internet

http://hdl.handle.net/20.500.11937/27255

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