Journal of Services Marketing

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Volume 23 Issue 5

Published: 2009 | Start Page: 279

Special Issue: Call centre services
Guest Editor(s): Avinandan Mukherjee and Neeru Malhotra

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Articles

Articles
Article No:	Article Information:
1805804	Closing the gap between perceived and actual waiting times in a call center: results from a field study Anita Whiting, Naveen Donthu (pp. 279-288) Keywords: Call centres, Estimation, Individual perception, Operating times ArticleType: View HTML \| View PDF (134 KB) \| Reprints & Permissions
1805805	Exploring customer reactions to offshore call centers: toward a comprehensive conceptual framework Piyush Sharma, Rajiv Mathur, Abhinav Dhawan (pp. 289-300) Keywords: Call centres, Country of origin, Customer satisfaction, Off shore investments, Outsourcing, Services marketing ArticleType: Research paper View HTML \| View PDF (193 KB) \| Reprints & Permissions
1805806	Call center employee personality factors and service performance Olukemi O. Sawyerr, Shanthi Srinivas, Sijun Wang (pp. 301-317) Keywords: Absenteeism, Call centres, Emotional dissonance, Employee turnover, Performance measurement (quality), Personality ArticleType: Research paper View HTML \| View PDF (275 KB) \| Reprints & Permissions
1805807	The use of strategic deception in relationships Abhijit Patwardhan, Stephanie M. Noble, Ceri M. Nishihara (pp. 318-325) Keywords: Call centres, Customer relations, Dishonesty, India ArticleType: Research paper View HTML \| View PDF (124 KB) \| Reprints & Permissions
1805808	Frontline employees' views on organizational factors that affect the delivery of service quality in call centers Alison M. Dean, Al Rainnie (pp. 326-337) Keywords: Call centres, Employee productivity, Employees, Service quality, Stress ArticleType: Research paper View HTML \| View PDF (178 KB) \| Reprints & Permissions
1805809	Job resourcefulness, symptoms of burnout and service recovery performance: an examination of call centre frontline employees Nicholas J. Ashill, Michel Rod, Peter Thirkell, Janet Carruthers (pp. 338-350) Keywords: Call centres, Employees, New Zealand, Service levels, Stress ArticleType: Research paper View HTML \| View PDF (193 KB) \| Reprints & Permissions
1805810	Insights into the Indian call centre industry: can internal marketing help tackle high employee turnover? Pawan S. Budhwar, Arup Varma, Neeru Malhotra, Avinandan Mukherjee (pp. 351-362) Keywords: Call centres, Employee turnover, Employees, Human resource management, India, Internal marketing ArticleType: Research paper View HTML \| View PDF (144 KB) \| Reprints & Permissions

Guest editorial

Call centre services: the good, the bad, and the ugly
Item No:	Item Information
1805811	Call centre services: the good, the bad, and the ugly Vol : 23 Issue: 5 Special Issue: Call centre services Author(s): Avinandan Mukherjee, Neeru Malhotra View HTML

Executive summary and implications for managers and executives

Executive summary and implications for managers and executives
Item No:	Item Information
1805812	Executive summary and implications for managers and executives Vol : 23 Issue: 5 Special Issue: Call centre services View HTML