Customer satisfaction with call centre care : an explanatory empirical study of service encounters in Germany
Year of publication: |
2012
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Authors: | Gerpott, Torsten J. |
Published in: |
International journal of services and operations management. - Olney : Inderscience, ISSN 1744-2370, ZDB-ID 2186492-5. - Vol. 13.2012, 4, p. 525-553
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Subject: | Kundenservice | Customer service | Callcenter | Call centre | Kundenzufriedenheit | Customer satisfaction | Mobilkommunikation | Mobile communications | Partielle kleinste Quadrate | Partial least squares | Strukturgleichungsmodell | Structural equation model | Deutschland | Germany |
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