This article develops research-based scenarios of future service encounters. Views from senior customer service directors in 14 major service companies regarding future service encounters and future roles and capabilities of customer service professionals were gathered. This was considered in...

By focusing on the dynamics of action inquiry strategies, this paper has framed the way in which the process is characterised and the potential of this approach for applied management research. The relationship between improved knowledge through action and improved action through reflection is...

This paper explores managerial issues in call centres through two intensive case studies in UK organisations, supplemented by interviews with five operations managers in other call centres. The research explores key issues from the perspective of managers, team leaders, and customer-service...