... 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...

... 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, faced the need to improve customer service and reduce business infrastructure costs. Christchurch City Council has...

..., on a weekly basis, the total number of work hours, but claims a lack of control over what is going on during conferences: “I would like more time in direct contact with customers”. © MCB UP Limited 1994 Customers International marketing Kaizen New Zealand Service quality Telecommunications...