Operational challenges in the call center industry: A case study and resource-based framework

Managing Service Quality

Volumn 16, Issue 5, 2006, Pages 477-500

  Jack, Eric P ^a   Bedics, Tom A ^b   McCary, Charles E ^b  

^a UNIVERSITY OF ALABAMA AT BIRMINGHAM   (United States)

^b SouthernLINC Wireless   (United States)

Author keywords

Call centres; Customer services quality; Demand management; United States of America

Indexed keywords

EID: 33749340032     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520610686142     Document Type: Article

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