Polite self-presentation is expected of call center agents even through they must convey complex and unfavorable information speedily via the telephone. This study identified and evaluated the use of response strategies that are strongly associated with courtesy. Data were drawn from 587...

Service dominate economic activity in Australia. They account for more than three-quarters of national output and for four out of every fivejobs. Services also provide essential inputs into virtually every good and service produced in the economy. But despite its importance, the service sector...