Evaluation method of the sigma level multidimensional capacity of the service dimensions in a call centre of a telephone company
Orianna Fontalvo Echavez, Tomás José Fontalvo Herrera, Roberto Herrera
| Year of publication: |
2021
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| Authors: | Fontalvo Echavez, Orianna ; Fontalvo Herrera, Tomás José ; Herrera, Roberto |
| Published in: |
International journal of productivity and quality management : IJPQM. - Olney, Bucks : Inderscience Enterprises, ISSN 1746-6482, ZDB-ID 2232968-7. - Vol. 34.2021, 3, p. 319-335
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| Subject: | multidimensional capacity | service | sigma level | Callcenter | Call centre | Qualitätsmanagement | Quality management | Dienstleistungsqualität | Service quality | Telekommunikationssektor | Telecommunications industry | Dienstleistungssektor | Service industry | Telekommunikation | Telecommunications | Kapazitätsplanung | Capacity planning |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1504/IJPQM.2021.119787 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10012800562