Does role clarity explain employee-perceived service quality?: A study of antecedents and consequences in call centres

International Journal of Service Industry Management

Volumn 17, Issue 5, 2006, Pages 444-473

  Mukherjee, Avinandan ^a   Malhotra, Neeru ^b  

^a MONTCLAIR STATE UNIVERSITY   (United States)

^b ASTON UNIVERSITY   (United Kingdom)

Author keywords

Call centres; Customer service quality; Employee attitudes; United Kingdom

Indexed keywords

EID: 33748966505     PISSN: 09564233     EISSN: None     Source Type: Journal    
DOI: 10.1108/09564230610689777     Document Type: Article

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