Issues

Special Issue: Call centre services. Guest Editors: Avinandan Mukherjee, Neeru Malhotra

Insights into the Indian call centre industry: can internal marketing help tackle high employee turnover?

Pawan S. Budhwar; Arup Varma; Neeru Malhotra; Avinandan Mukherjee
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The use of strategic deception in relationships

Abhijit Patwardhan; Stephanie M. Noble; Ceri M. Nishihara
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Closing the gap between perceived and actual waiting times in a call center: results from a field study

Anita Whiting; Naveen Donthu
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Job resourcefulness, symptoms of burnout and service recovery performance: an examination of call centre frontline employees

Nicholas J. Ashill; Michel Rod; Peter Thirkell; Janet Carruthers
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Frontline employees' views on organizational factors that affect the delivery of service quality in call centers

Alison M. Dean; Al Rainnie
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Exploring customer reactions to offshore call centers: toward a comprehensive conceptual framework

Piyush Sharma; Rajiv Mathur; Abhinav Dhawan
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Call center employee personality factors and service performance

Olukemi O. Sawyerr; Shanthi Srinivas; Sijun Wang
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Executive summary and implications for managers and executives

Executive summary and implications for managers and executives

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Guest editorial

Call centre services: the good, the bad, and the ugly

Avinandan Mukherjee; Neeru Malhotra
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