... in the sequence of customer stressors → emotional exhaustion → depersonalization → reduced personal accomplishment across a sample of inbound and outbound call centre agents working in a large retail bank call centre in New Zealand. Design/methodology/approach Data were collected from inbound and outbound...

... Jet in Queenstown, New Zealand, with their intense focus on the customer and the quality of the experience that they wish to offer, have convincingly proved their leadership in spite of intense competition. Proposes that Shotover Jet thus serves as a model company for tourism establishments around...

... focus on improving performance in the areas of customer satisfaction and value for money. Business planning Cost of quality Group working New Zealand TQM Value‐for‐money audit In common with organization in the public and private sectors worldwide, the city of Christchurch, New Zealand...

... by the keeper as a relative indicator of how satisfied the guests are with different courses, as no direct way of monitoring their opinions is practised. © MCB UP Limited 1994 Customers International marketing Kaizen New Zealand Service quality Telecommunications industry Travel agents...