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Managing nurse lines - practical challenges and the developing theory
Wang, Xiaofang; Debo, Laurens G.; Scheller-Wolf, Alan - In: International journal of production research 53 (2015) 23/24, pp. 7213-7225
Persistent link: https://www.econbiz.de/10011431963
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Assessing the opportunities and behaviors of banking clients in Romania : an analysis of the use of online banking applications
David, Simona - In: Academic journal of economic studies 5 (2019) 2, pp. 63-73
Persistent link: https://www.econbiz.de/10012039017
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Exploring the zone of tolerance for internal customers in IT-enabled call centers
Hsieh, J. J. Po-an; Sharma, Piyush; Rai, Arun; … - In: Journal of service research : JSR 16 (2013) 3, pp. 277-294
Persistent link: https://www.econbiz.de/10009782145
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Managing citizens' uncertainty in e-government services : the mediating and moderating roles of transparency and trust
Venkatesh, Viswanath; Thong, James Y. L.; Chan, Frank K. Y. - In: Information systems research : ISR 27 (2016) 1, pp. 87-111
Persistent link: https://www.econbiz.de/10011460105
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An empirical investigation of electronic government service quality : from the demand-side stakeholder perspective
Shareel, Mahumd Akhter; Archer, Norman P.; Dwivedi, … - In: Total quality management & business excellence : an … 26 (2015) 3/4, pp. 339-354
Persistent link: https://www.econbiz.de/10011300186
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E-government and citizen satisfaction in Jordan : EGOVSAT testing using SEM approach
Nawafleh, Sahem - In: International journal of productivity and quality … 34 (2021) 1, pp. 20-32
Persistent link: https://www.econbiz.de/10012696535
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Three dimensions of service recovery : examining relationship and impact
Kumar, Maneesh; Kumar, Niraj - In: Supply chain management : an international journal 21 (2016) 2, pp. 273-286
Persistent link: https://www.econbiz.de/10011544928
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Design vs practice : how problematic call routing and rerouting restructures the call centre service system
Ellway, Benjamin - In: International journal of operations & production … 36 (2016) 4, pp. 408-428
Persistent link: https://www.econbiz.de/10011565373
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Using customer contact centres as relationship marketing instruments
Aa, Zanna van der; Bloemer, Johanna M.; Henseler, Jörg - In: Service business 9 (2015) 2, pp. 185-208
Persistent link: https://www.econbiz.de/10011296073
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Assessing and improving performance for a small contact centre
Wu, Lifang - In: International journal of services, economics and management 10 (2019) 2, pp. 126-145
Persistent link: https://www.econbiz.de/10012178922