Purpose – This paper aims to determine the importance of the human touch in customer service interactions. Design/methodology/approach – The paper is based on two original studies using tech-savvy respondents, utilizing a survey and scenario-based research. Findings – The paper finds that,...

This study is conducted to assess the impact of Human Capital Variables i.e. acquisition of knowledge, skills & expertise of the employees on the satisfaction of the employees and then on the effectiveness of the organizations. Simple random probability method was used for sampling selection &...