This article is in the context of a call centre whose agents possess a heterogeneous skillset. The significant challenge for such a call centre would be skills based call routing: to match an inbound customer call to a call centre agent possessing the relevant skillset. This article will present...

Purpose: An open question of behavioral pricing literature is: What are the factors which influence consumers’ judgments of acquisition value and transaction value? An important framework to explain consumers’ shopping and purchase decisions is their decision-making styles. This paper aims...

Purpose: The purpose of this study is to understand the role of customer engagement (CE) in transforming a committed customer into a loyal customer in an online service context. The study explores the varied effect of the dimensions of commitment on the dimensions of beyond purchase CE and...