Frontline employees' views on organisational factors that affect the delivery of service quality in call centres
Purpose - This paper aims to report on a study that investigated employees' views on the organizational factors that affect their ability to deliver service quality to customers. The study is important because call centres represent unique work environments and they have not been used in the de...
| Main Authors: | , |
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| Format: | Journal Article |
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Emerald Group Publishing Limited
2009
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| Online Access: | http://hdl.handle.net/20.500.11937/7943 |