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type_genre:"Article in journal"
~person:"Abdullateef, Aliyu Olayemi"
~person:"Henseler, Jörg"
~person:"Surya Dharamdass"
~subject:"Service quality"
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Service quality
Call centre
10
Callcenter
10
Beziehungsmarketing
8
Relationship marketing
8
Dienstleistungsqualität
6
Customer satisfaction
5
Kundenzufriedenheit
5
Arbeitszufriedenheit
4
Job satisfaction
4
Arbeitsmobilität
3
Customer service
3
Knowledge management
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Labour mobility
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call centres
3
intention to quit
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CSAs
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Malaysia
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Mitarbeiterbindung
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customer orientation
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customer service agents
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employee job satisfaction
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technology-based CRM
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Article in journal
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Abdullateef, Aliyu Olayemi
Henseler, Jörg
Surya Dharamdass
Bloemer, Johanna M.
3
Naidoo, Perunjodi
3
Ramseook-Munhurrun, Prabha
3
Dun, Zanna van
2
Fernando, Yudi
2
Rafaeli, Anat
2
Sharma, Piyush
2
Aa, Z. van der
1
Aa, Zanna van der
1
Afsar, Bilal
1
Afèche, Philipp
1
Alferoff, Catrina
1
Ali, Zeeshan
1
Allon, Gad
1
Alotaibi, Youseef
1
Altman, Daniel
1
Aparicio-Valverde, Mireia
1
Araghi, Mojtaba
1
Ashill, Nicholas J.
1
Ashtar, Shelly
1
Baakil, Driss
1
Backhouse, Chris J.
1
Bai, Yanli
1
Banks, Diane
1
Baron, Opher
1
Bassamboo, Achal
1
Batt, Resemary
1
Blank, Elad
1
Bloemer, Josée
1
Boisvert, Jean
1
Buddhika, S. A.
1
Burmann, Christoph
1
Carruthers, Janet
1
Chicu, Dorina
1
Chung, HoEun
1
David, Simona
1
David, Yigal
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The service industries journal
2
International journal of business excellence
1
International journal of services and operations management
1
Service business
1
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
1
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ECONIS (ZBW)
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1
Contact centre service excellence : a proposed conceptual framework
Surya Dharamdass
;
Fernando, Yudi
- In:
International journal of services and operations management
29
(
2018
)
1
,
pp. 18-41
Persistent link: https://www.econbiz.de/10011849891
Saved in:
2
Enablers of contact centre service excellence : a practioner's perspective
Surya Dharamdass
;
Fernando, Yudi
- In:
International journal of business excellence
11
(
2017
)
3
,
pp. 381-396
Persistent link: https://www.econbiz.de/10011734410
Saved in:
3
Using customer contact centres as relationship marketing instruments
Aa, Zanna van der
;
Bloemer, Johanna M.
;
Henseler, Jörg
- In:
Service business
9
(
2015
)
2
,
pp. 185-208
Persistent link: https://www.econbiz.de/10011296073
Saved in:
4
Does customer relationship management influence call centre quality performance? : an empirical industry analysis
Abdullateef, Aliyu Olayemi
;
Salniza Md. Salleh
- In:
Total quality management & business excellence : an …
24
(
2013
)
9
,
pp. 1035-1045
Persistent link: https://www.econbiz.de/10009793761
Saved in:
5
Job quality in the customer contact centre : conceptual foundation and scale development
Dun, Zanna van
;
Bloemer, Johanna M.
;
Henseler, Jörg
- In:
The service industries journal
32
(
2012
)
1/2
,
pp. 171-196
Persistent link: https://www.econbiz.de/10009427692
Saved in:
6
Perceived customer contact centre quality : conceptual foundation and scale development
Dun, Zanna van
;
Bloemer, Josée
;
Henseler, Jörg
- In:
The service industries journal
31
(
2011
)
7/8
,
pp. 1347-1363
Persistent link: https://www.econbiz.de/10009154343
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