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Service quality in call centres: implications for customer loyalty

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References

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1996The Behavioral Consequences of Service Quality11,994 cited
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2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
1990Zero defections: quality comes to services.5,373 cited
1993MARKOR: A Measure of Market Orientation2,353 cited
2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn1,918 cited
2000The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda1,795 cited
1998Linking service climate and customer perceptions of service quality: Tests of a causal model.1,716 cited
2000A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study1,407 cited
1994Managing Customer Relationships for Profit: The Dynamics of Relationship Quality1,185 cited
1999The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value1,171 cited
1995The complex relationship between consumer satisfaction and brand loyalty

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1,064 cited

2000The Effect of Market Orientation on Product Innovation961 cited

1999‘An assembly line in the head’: work and employee relations in the call centre808 cited

Cited by

2008Customer satisfaction and service quality measurement in Indian call centres105 cited
2001Call centre management: is service quality a priority?101 cited
2013Explaining why employee‐customer orientation influences customers' perceptions of the service encounter77 cited
2018What drives “customer loyalty”? The role of corporate social responsibility74 cited
2015Interrelations of service quality and service loyalty dimensions in medical tourism72 cited
2009Impact of Service Quality on Customer Loyalty, Commitment and Trust in the Indian Banking Sector64 cited
2018Exploring the influence of the human factor on customer satisfaction in call centres59 cited
2006Operational challenges in the call center industry: a case study and resource‐based framework56 cited
2005Identifying issues in customer relationship management at Merck-Medco56 cited
2017MODIFIED SERVQUAL MODEL AND EFFECTS OF CUSTOMER ATTITUDE AND TECHNOLOGY ON CUSTOMER SATISFACTION IN BANKING INDUSTRY: MEDIATION, MODERATION AND CONDITIONAL PROCESS ANALYSIS52 cited
2006Improving call centre agent performance51 cited
2013The impact of call centre stressors on inbound and outbound call‐centre agent burnout51 cited
2005Once More With Feeling: Ethnographic Reflections on the Mediation of Tension in a Small Team of Call Centre Workers47 cited
2009Customer experience and profitability: An application of the empathy rating index (ERIC) in UK call centres32 cited
2012Effects of perceived quality and satisfaction on brand loyalty in China: The moderating effect of customer orientation31 cited
2011What the eye does not see, the mind cannot reject: Can call center location explain differences in customer evaluations?29 cited