Managing overall service quality in customer care centers: Empirical findings of a multi-perspective approach

International Journal of Service Industry Management

Volumn 16, Issue 2, 2005, Pages 135-151

  Kantsperger, Roland ^a   Kunz, Werner H ^a  

^a UNIVERSITY OF MUNICH   (Germany)

Author keywords

Customer satisfaction; Customer services quality; Employees; Service quality assurance

Indexed keywords

EID: 21244461939     PISSN: 09564233     EISSN: None     Source Type: Journal    
DOI: 10.1108/09564230510592270     Document Type: Conference Paper

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