Linking error management practices with call center employees' helping behaviors and service recovery performance
Year of publication: |
2017
|
---|---|
Authors: | Afsar, Bilal ; Ali, Zeeshan ; Mir, Dost ; Safdar, Umar |
Published in: |
Pakistan journal of commerce and social sciences. - Lahore : [Verlag nicht ermittelbar], ISSN 2309-8619, ZDB-ID 2526678-0. - Vol. 11.2017, 1, p. 185-205
|
Subject: | error management | service recovery performance | perceived coworker support | perceived supervisor support | helping behaviors | Dienstleistungsqualität | Service quality | Callcenter | Call centre | Beschwerdemanagement | Complaint management | Kundenservice | Customer service | Arbeitsverhalten | Work behaviour |
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