Exploring the zone of tolerance for internal customers in IT-enabled call centers
J. J. Po-An Hsieh, Piyush Sharma, Arun Rai, and A. Parasuraman
| Year of publication: |
2013
|
|---|---|
| Authors: | Hsieh, J. J. Po-an ; Sharma, Piyush ; Rai, Arun ; Parasuraman, A. |
| Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 16.2013, 3, p. 277-294
|
| Subject: | call center | internal customers | internal services | service quality | zone of tolerance | theory of administrative behavior | IT success | IT-enabled service | Dienstleistungsqualität | Service quality | Callcenter | Call centre | Kundenzufriedenheit | Customer satisfaction |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10009782145