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Managing overall service quality in customer care centers

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References

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1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden2,306 cited

Cited by

2009Frontline employees' views on organizational factors that affect the delivery of service quality in call centers58 cited
2018Making a case for speech analytics to improve customer service quality: Vision, implementation, and evaluation58 cited
2007Do You Read Me? Perspective Making and Perspective Taking in Chat Communities38 cited
2014Effects of Customer Relationship Management Strategy on Call Centre's Employee Intention to Quit: Evidence from Malaysia Call Centers32 cited
2016Reducing employee turnover intention: a customer relationship management perspective29 cited
2011What the eye does not see, the mind cannot reject: Can call center location explain differences in customer evaluations?29 cited
2011Perceived quality versus quality of processes: a meta concept of service quality measurement29 cited
2013Public Employee Acceptance of New Technological Processes: The case of an internal call centre15 cited