Emerald Login
   

Welcome guest



International Journal of Service Industry Management
Browse
User Guides
Online Access
Journal Information

International Journal of Service Industry Management

Volume 11 Issue 2

Published: 2000 | Start Page: 120


Special Issue: Answering the call for customer-driven quality: an overview of the call centre industry
Guest Editor(s): Professor Jos Lemmink and Professor Richard a Feinberg
Icon Key:   Icon: Requires login or subscription. Requires login or subscription   Icon: Backfiles. Backfiles   Icon: EarlyCite. EarlyCite

Articles

Articles
Article No: Article Information:
851686 The past, present and future of customer access centers
Jon Anton (pp. 120-130)
Keywords: Call centres, Communications technology, Customer requirements, Customer satisfaction, Marketing communications
ArticleType: Viewpoint
Icon: Requires login or subscription. View HTML | View PDF (149 KB) | Reprints & Permissions
851687 Operational determinants of caller satisfaction in the call center
Richard A. Feinberg, Ik-Suk Kim, Leigh Hokama, Ko de Ruyter, Cherie Keen (pp. 131-141)
Keywords: Call centres, Customer satisfaction, Customer service, Performance measurement
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (86 KB) | Reprints & Permissions
851688 Customer expectation dimensions of voice-to-voice service encounters: a scale-development study
Arjan Burgers, Ko de Ruyter, Cherie Keen, Sandra Streukens (pp. 142-161)
Keywords: Call centres, Customer requirements, Customer satisfaction, Service delivery, Service quality
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (190 KB) | Reprints & Permissions
851689 Customer satisfaction and call centers: an Australian study
Lynne Bennington, James Cummane, Paul Conn (pp. 162-173)
Keywords: Australia, Call centres, Customer satisfaction
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (108 KB) | Reprints & Permissions
851690 The sacrificial HR strategy in call centers
Catriona M. Wallace, Geoff Eagleson, Robert Waldersee (pp. 174-184)
Keywords: Call centres, Efficiency, HR strategy, Service
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (95 KB) | Reprints & Permissions
851691 Call centre capacity management
Alan Betts, Maureen Meadows, Paul Walley (pp. 185-196)
Keywords: Banking, Call centres, Capacity management, Service operations
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (125 KB) | Reprints & Permissions