Public services are offered to the public based on the principle of equality. Private services on the other hand are based on differentiation. These differences raise the question of whether customer preferences for public services are homogeneous while preferences for private services are...

Purpose of This Paper This paper examines call center satisfaction in an escalated call center context where callers are organization members of the primary/leveraged brand and have purchased additional co-branded services as part of their membership. The relationship between call center...