Lately, a new trend has specially outreached on the Information Society that of Social Computing. Starting from a citizen-focused model of health seamless provision of services, this paper analyses some current Web 2.0 initiatives on the Health sector. These opportunities would not be fully...

Background: A call centre usually represents the first contact of a customer with a given company. Therefore, the quality of its service is of key importance. An essential factor of the call centre optimization is the determination of the proper number of operators considering the selected...

Bangalore based Sparsh Call Centre was set up as a subsidiary of the major telecom software company IP-Trinity, with ambitious plans of becoming a significant player in the booming BPO (business process outsourcing) space. Its strategy, in line with that of its parent group, was to focus on...

Customer satisfaction is the prime target of today’s profit making organization, and marketing discipline claims that customer satisfaction is the core concept for the efficient business. Call centre department in company easily enables the attraction of consumers to the company and sustaining...

The purpose of this paper was to assess the service quality of a call centre as perceived by its employees using the SERVQUAL model. The paper focused on employees as internal customers and the critical role employees play in the delivery of quality service. The dimensions predicting front-line...

This article applies insights from the social construction of professional identity to an understanding of the ‘professional service’ call centre representative (CSR). In this case, HR (human resources) practitioners found themselves in a CSR role in a newly constituted HR call...

The growth of service work has introduced the customer as a third party to the employment relationship. Yet dominant images of customer relations portray docile service workers offering de-personalized care to sometimes aggressive but otherwise not much more agential customers. This paper seeks...

Retail financial services in all markets, including emerging markets, are undergoing major transaction, driven by change, deregulation and customer sophistication. Customer service and specifically relationship management in particular, are crucial to attaining a sustainable competitive...

Most airports internationally have implemented customer satisfaction programs into their operations to increase non-aeronautical revenues. In the US, taxicabs are an essential airport transport mode given the limited public transport options available. Effective airport taxicab planning efforts...

How do I make my voice heard? The University of the Highlands and Islands in Scotland covers an area the size of Belgium, with a population the size of Brussels. The 13 partner colleges and over 50 local learning centres operate in some of the most remote areas of Western Europe. There are...