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Journal Articles

Frontline employees' views on organizational factors that affect the delivery of service quality in call centers

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Alison M. Dean, Al Rainnie
Journal: Journal of Services Marketing
Journal of Services Marketing (2009) 23 (5): 326–337.
https://doi.org/10.1108/08876040910973431
Published: 31 July 2009
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Journal Articles

Rethinking customer expectations of service quality: are call centers different?

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Alison M. Dean
Journal: Journal of Services Marketing
Journal of Services Marketing (2004) 18 (1): 60–78.
https://doi.org/10.1108/08876040410520717
Published: 01 January 2004
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