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Keywords: Customer satisfaction
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Journal Articles
Journal:
Journal of Service Management
International Journal of Service Industry Management (2000) 11 (2): 142–161.
Published: 01 May 2000
... Service quality Call centres Customer satisfaction Consumer perceptions are strongly influenced by the attitudes and behaviors of contact employees when evaluating the quality of the service delivered (Bowen and Lawler, 1992). Since the contact employees are usually a customer’s first point...
