Benchmarking service quality performance at business-to-business and business-to-consumer call centers
| Year of publication: |
2001
|
|---|---|
| Authors: | Miciak, Alan ; Desmarais, Mike |
| Published in: |
The journal of business & industrial marketing. - Bradford : Emerald, ISSN 0885-8624, ZDB-ID 6495503. - Vol. 16.2001, 5, p. 340-353
|