Frontline employees' views on organisational factors that affect the delivery of service quality in call centres

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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...

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Bibliographic Details
Main Authors:	Dean, A., Rainnie, Alistair
Format:	Journal Article
Published:	Emerald Group Publishing Limited 2009
Subjects:	service quality call centres employee productivity stress employees
Online Access:	http://hdl.handle.net/20.500.11937/7943

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