... outcomes. Design/methodology/approach – Building on the process-output framework, the paper explores the contingent nature of the effect of CP magnitude on service outcomes (satisfaction and efficiency). Findings – The research propositions suggest that specific output enhances the positive...

...Catriona M. Wallace; Geoff Eagleson; Robert Waldersee Balancing the competing objectives of efficiency and service typically requires management compromises to be made. However, some call centers have found that a compromise is not necessary. By using a “sacrificial HR strategy”, they achieve both...

...Tser‐Yieth Chen; Tsai‐Lien Yeh The main contribution of this paper is empirical in nature. We use data envelopment analysis to evaluate the relative efficiency of 34 commercial banks in Taiwan. Fifteen banks are identified as efficient ones and they are divided into four sub‐groups. Conversely, 19...