To develop a comprehensive framework of dimensions of job quality in a customer contact centre (CCC), this study adopts the employee's perspective and proposes 12 dimensions. Previous studies suggest conceptualizations of the dimensions of job quality, but have failed to address the specific...

Although the quality of the customer contact centre is pivotal for services, a thorough conceptualization and operationalization of perceived customer contact centre quality does not exist. The extensive scale development process moves from focus group sessions for item generation to exploratory...

Hierarchical loyalty programmes are popular in many service industries, as a means to tie customers to the company and improve customer relationships. In these programmes, customers obtain more benefits if they spent more but are demoted if they spent less. This study focuses on demotion and...