Purpose – The application of technology has shaped the call centre organisation, enabled its remote location, and allowed its swift relocation. The purpose of this practice briefing is to expose the reader to the reality that call centres are temporary employers of both human resource and...

Purpose – Self‐serve technologies (SSTs) provide many benefits such as speed, time and place convenience for the customer and reduced labour costs for the firm. The aim of this study is to consider whether these benefits are denoted by changes in the firms' stock price when SSTs are...

Purpose – Self‐service technologies (SSTs) allow customers to offer their own service encounters via the interaction of electronic service interfaces or machines rather than by interacting with a firm's service personnel. This paper aims to develop an integrated model designed to predict and...

Purpose – Few marketing studies look at service classifications for self‐service technologies (SSTs) and none directly compare consumer‐based perceptions of traditional services to SSTs. To fill this gap, this study aims to examine how customers perceived traditional services and SSTs on...

Purpose – The purpose of this paper is to study customer delight in tourism as influenced by destination image and perceived value, in the context of Tirupati Thirumala Balaji Devasthanam, the most visited temple in the world. Further, the role of self‐service technology in enhancing...

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...

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...

Purpose – Describes a new induction program at a Scottish and Southern Energy contact centre, which has slashed staff attrition and helped to double customer‐satisfaction ratings. Design/methodology/approach – Contrasts the old, 12‐week induction program, which was heavily geared towards...