Exploring the zone of tolerance for internal customers in IT-enabled call centers
Year of publication: |
2013
|
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Authors: | Hsieh, J. J. Po-an ; Sharma, Piyush ; Rai, Arun ; Parasuraman, A. |
Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 16.2013, 3, p. 277-294
|
Subject: | call center | internal customers | internal services | service quality | zone of tolerance | theory of administrative behavior | IT success | IT-enabled service | Callcenter | Call centre | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Informationstechnik | Information technology |
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