Contact centre service excellence : a proposed conceptual framework
Surya Dharamdass, Yudi Fernando
| Year of publication: |
2018
|
|---|---|
| Authors: | Surya Dharamdass ; Fernando, Yudi |
| Published in: |
International journal of services and operations management. - Olney : Inderscience, ISSN 1744-2370, ZDB-ID 2186492-5. - Vol. 29.2018, 1, p. 18-41
|
| Subject: | content analysis | contact centres | call centres | service excellence | service quality | customer service agents | CSAs | business process outsourcing | BPO | conceptual framework | service delivery | customer delight | operations management | Outsourcing | Callcenter | Call centre | Kundenservice | Customer service | Prozessmanagement | Business process management | Dienstleistungsqualität | Service quality | Qualitätsmanagement | Quality management | Indien | India | IT-Dienstleister | IT service provider |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011849891