Journal of Services Marketing: Volume 23 Issue 5

Closing the gap between perceived and actual waiting times in a call center: results from a field study

Anita Whiting, Naveen Donthu

The purpose of this paper is to investigate what factors influence the gap between caller's perception of how long they think they waited and how long they actually waited on hold…

Exploring customer reactions to offshore call centers: toward a comprehensive conceptual framework

Piyush Sharma, Rajiv Mathur, Abhinav Dhawan

The purpose of this paper is to explore the moderating influence of attitude toward offshore call centers (OCCs) and brand image of the service provider firm on the relationships…

Call center employee personality factors and service performance

Olukemi O. Sawyerr, Shanthi Srinivas, Sijun Wang

The challenge of attracting and retaining high performing call center employees is significant. Research in general has shown a link between personality factors and job…

The use of strategic deception in relationships

Abhijit Patwardhan, Stephanie M. Noble, Ceri M. Nishihara

The primary purpose of this research is to explore the use of strategic deception as adopted by call centers endeavoring to establish relationships with consumers.

Frontline employees' views on organizational factors that affect the delivery of service quality in call centers

Alison M. Dean, Al Rainnie

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…

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

This study aims to extend previous research on the relationship between role stressors and symptoms of burnout by examining the influence of job resourcefulness as a situational…

Insights into the Indian call centre industry: can internal marketing help tackle high employee turnover?

Pawan S. Budhwar, Arup Varma, Neeru Malhotra, Avinandan Mukherjee

Increasing turnover of frontline staff in call centres is detrimental to the delivery of quality service to customers. This paper aims to present the context for the rapid growth…

Call centre services: the good, the bad, and the ugly

Avinandan Mukherjee, Neeru Malhotra

Executive summary and implications for managers and executives