The impact of call center employees' customer orientation behaviors on service quality

Journal of Service Research

Volumn 10, Issue 3, 2008, Pages 239-255

  Rafaeli, Anat ^a   Ziklik, Lital ^b   Doucet, Lorna ^c  

^a TECHNION ISRAEL INSTITUTE OF TECHNOLOGY   (Israel)

^b Independent Consultant ^*

^c UNIVERSITY OF PENNSYLVANIA   (United States)

Author keywords

Call center interactions; Customer orientation; Customer service employees; Helping; Service quality

Indexed keywords

EID: 38349087626     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670507306685     Document Type: Article

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