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Keywords: Professionalism
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Journal Articles
Managing Service Quality: An International Journal (2002) 12 (4): 246–256.
Published: 01 August 2002
... of managers, team leaders, and customer‐service agents. Our findings show a growing professionalism among those working in call centres ‐ in keeping with the prominent role played by call centres in the market value chains of many organisations. Managers are under pressure to meet the potentially conflicting...
