Perceived customer contact centre quality : conceptual foundation and scale development
Year of publication: |
2011
|
---|---|
Authors: | Dun, Zanna van ; Bloemer, Josée ; Henseler, Jörg |
Published in: |
The service industries journal. - Abingdon : Routledge, ISSN 0264-2069, ZDB-ID 722623-8. - Vol. 31.2011, 7/8, p. 1347-1363
|
Subject: | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Callcenter | Call centre | Performance-Messung | Performance measurement |
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