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...

Internal branding has been emerging recently as an important issue in marketing field. This study provides insights into how job satisfaction, internal marketing and brand orientation shape employees internal brand equity. Empirical data were collected by a questionnaire distributed to food and...

The purpose of the study was to examine the impact of emotional labor mechanisms (surface acting and deep acting) on service encounters. The literature review has been conducted to examine how two mechanisms impact on employees and customers. The study suggested that as far as employees are...

In marketing, customer satisfaction is considered as a key construct in the last few decades. Previously it is a less acceptable construct, since most of the marketing oriented organizations are perceived that attracting new customers better than retaining existing one. However, currently, these...

The subject of the research in this paper was the examination of satisfaction with the internal communication dimensions that have the strongest correlations with job satisfaction, which are: supervisor communication and personal feedback. Therefore, if employees are satisfied with these...

This study examines the effect of internal marketing (IM) on salespeople's in-role and out-of-role behaviours and how these behaviours affect customer satisfaction and sales performance. It also tests the mediating role of job satisfaction as an emotional response and adopts survey design. Data...

The aim of this study is to explore the human or employee-related factors that shape customer satisfaction in the context of call centres. The literature review draws from a range of disperse disciplines including Service Quality, Human Resource Management and Marketing. The empirical study...

Much of service quality research has been carried out on external service quality, i.e., services delivered by organizations to their own customers. The aim of this study was to investigate the influence of internal service quality (ISQ) on external service quality (ESQ), under the existence of...

Contemporary global environment leads to a situation when citizens of many countries emigrate to search for better carriers, educa-tion, or life opportunities. However, a relation-ship with the homeland and the families left is often kept even after settlement abroad. To maintain a bond with...

Students are dynamic and can be considered as consumers and product both looking from different angles. Their satisfaction is necessary when looked from marketing eyes in the era of competition. This study focuses on students satisfaction in Gujarat, India