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...

Organizations wish to minimize the probability of service errors; however, complete elimination of service errors is not possible, especially in industries where human interactions are frequent. Particularly, the ways in which various sources of support may affect service recovery behaviors and...

We use data from a pay reform in an insurance company to contrast different theories of work motivations. The management installed performance pay to boost sales in the customer service centre of the company. The reform was successful. The bonus scheme gave the operators both self-regarding and...