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Keywords: India
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Journal Articles
Exploring cross‐national differences in service innovation process and strategy in developing and developed nations
Available to Purchase
Journal:
Journal of Service Management
Journal of Service Management (2011) 22 (5): 586–606.
Published: 11 October 2011
... is to conduct a comparative study of NSD process and strategy in a developed country, Australia and a developing country, India. Design/methodology/approach The paper conducted surveys of 102 Australian firms and 97 Indian firms operating in the business‐to‐business financial services industry. Findings...
Journal Articles
Improving call centre agent performance: A UK‐India study based on the agents’ point of view
Available to Purchase
Journal:
Journal of Service Management
International Journal of Service Industry Management (2006) 17 (2): 136–157.
Published: 01 March 2006
... Motivation (psychology) Stress Performance management United Kingdom India © Emerald Group Publishing Limited 2006 First, to understand key aspects of the agents' job from their own point of view, through exploratory qualitative research. Second, this construct helps differentiate...
