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Operational determinants of caller satisfaction in the call center

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Author Info

  • Feinberg, Richard A.
  • Kim, Ik-Suk
  • Hokama, Leigh
  • Ruyter, Ko de

    (Maastricht University)

  • Keen, Cherie
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    File URL: http://arno.unimaas.nl/show.cgi?fid=2779
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    Bibliographic Info

    Paper provided by Maastricht University in its series Open Access publications from Maastricht University with number urn:nbn:nl:ui:27-5930.

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    Date of creation: 2000
    Date of revision:
    Publication status: Published in International journal of service industry management (2000) v.11, p.131-141
    Handle: RePEc:ner:maastr:urn:nbn:nl:ui:27-5930

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    Web page: http://www.maastrichtuniversity.nl/web/Home.htm

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    Cited by:
    1. Verhoef, P.C. & Antonides, G. & Hoog, A.N. de, 2002. "Service Processes as a Sequence of Events," Research Paper ERS-2002-105-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus Uni.
    2. Wiertz, Caroline & de Ruyter, Ko & Keen, Cherie & Streukens, Sandra, 2004. "Cooperating for service excellence in multichannel service systems: An empirical assessment," Journal of Business Research, Elsevier, vol. 57(4), pages 424-436, April.
    3. Wiertz,Caroline & Ruyter,Ko,de & Streukens,Sandra, 2003. "Cooperating For Service Excellence In Multi-Channel Service Systems: An Empirical Assessment," Research Memoranda 037, Maastricht : METEOR, Maastricht Research School of Economics of Technology and Organization.

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