Purpose of This Paper This paper examines call center satisfaction in an escalated call center context where callers are organization members of the primary/leveraged brand and have purchased additional co-branded services as part of their membership. The relationship between call center...

Purpose – The purpose of this paper is to develop and test a comprehensive model of customer trust in a retail service setting. Three levels of the customer‐to‐store relationship are simultaneously taken into account: customer to sales associates, customer to store branded products, and...

Team-based rewards have been advanced as a way of encouraging cooperation among team members, reducing conflict, and improving member satisfaction, but empirical results have been mixed. The two studies reported in this paper show evidence that the effectiveness of team-based rewards depends on...

Purpose – The purpose of this paper is to contribute to the literature on customer orientation by developing and empirically testing a model that attempts to explain the elements that constitute customer orientation and that, in turn, influence customer satisfaction. In particular, this study...

With public services operating as monopolies, dissatisfied users cannot exit from the relation without changing patronage. Apart from exit from the region, voicing their dissatisfaction in order to influence the service offer becomes the only alternative. Industries and companies may be...

A large number of service corporations are configured with headquarters that determine the major principles of operation (services, pricing, marketing and advertising) and regional salesforces that are responsible for acquiring new customers and catering to the needs of existing customers. This...