Benchmarking service quality performance at business-to-business and business-to-consumer call centers

Journal of Business & Industrial Marketing

Volumn 16, Issue 5, 2001, Pages 340-353

  Miciak, Alan ^a   Desmarais, Mike ^b  

^a UNIVERSITY OF CALGARY   (Canada)

^b Serv Quality Measurement Group Inc   (Canada)

Author keywords

Benchmarking; Call centers; Customer service; Service quality

Indexed keywords

EID: 0442328804     PISSN: 08858624     EISSN: None     Source Type: Journal    
DOI: 10.1108/08858620110400205     Document Type: Review

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