Pub Date : 2013-11-18DOI: 10.1108/MSQ-06-2012-0060
J. Tarí, Iñaki Heras‐Saizarbitoria, Jorge Pereira
Purpose – The purpose of this paper is to analyze the internalization of quality management (QM) on the basis of quality certifiable standards – also referred to as meta-standards – in service organizations. More specifically, the paper analyzes the case of the internalization of a quality standard in the Spanish hotel industry. Design/methodology/approach – The paper examines the relationships between the measures of internalization, benefit, QM tools and motivation, using partial least squares in the framework of the structural equation modeling technique. Findings – The results show that the hotels that have internalized the standard to a greater extent are more likely to be driven by internal motivation, develop more QM tools and achieve greater benefits than the hotels with a lower degree of internalization. Originality/value – As previous studies have examined these issues in relation to the internalization of ISO standards, the present study adds to this important stream of research and contributes...
{"title":"Internalization of quality management in service organizations","authors":"J. Tarí, Iñaki Heras‐Saizarbitoria, Jorge Pereira","doi":"10.1108/MSQ-06-2012-0060","DOIUrl":"https://doi.org/10.1108/MSQ-06-2012-0060","url":null,"abstract":"Purpose – The purpose of this paper is to analyze the internalization of quality management (QM) on the basis of quality certifiable standards – also referred to as meta-standards – in service organizations. More specifically, the paper analyzes the case of the internalization of a quality standard in the Spanish hotel industry. Design/methodology/approach – The paper examines the relationships between the measures of internalization, benefit, QM tools and motivation, using partial least squares in the framework of the structural equation modeling technique. Findings – The results show that the hotels that have internalized the standard to a greater extent are more likely to be driven by internal motivation, develop more QM tools and achieve greater benefits than the hotels with a lower degree of internalization. Originality/value – As previous studies have examined these issues in relation to the internalization of ISO standards, the present study adds to this important stream of research and contributes...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"14 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-11-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130265629","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2013-11-18DOI: 10.1108/MSQ-03-2013-0037
Y. V. Vaerenbergh, Iris Vermeir, Bart Larivière
Purpose – Previous research considers service recovery as a one-on-one interaction between a service provider and a complaining customer. However, customers frequently complain at the place where they receive the service, making an investigation of the impact of a service recovery on observing customers necessary. Using observational learning theory and attribution theory as theoretical anchors, this paper examines whether observing a service recovery influences the observing customers’ satisfaction and repurchase intentions. In addition, this paper tests whether service quality perceptions mediate, and customers’ locus of control attributions moderate these relationships. Design/methodology/approach – Study 1 tests the main hypothesis using a scenario-based experiment in two settings (restaurant, retail). Study 2 further elaborates on these findings using a scenario-based experiment in a hotel setting. Findings – The findings show that the negative consequences of a failed recovery extend beyond the comp...
{"title":"Service recovery's impact on customers next-in-line","authors":"Y. V. Vaerenbergh, Iris Vermeir, Bart Larivière","doi":"10.1108/MSQ-03-2013-0037","DOIUrl":"https://doi.org/10.1108/MSQ-03-2013-0037","url":null,"abstract":"Purpose – Previous research considers service recovery as a one-on-one interaction between a service provider and a complaining customer. However, customers frequently complain at the place where they receive the service, making an investigation of the impact of a service recovery on observing customers necessary. Using observational learning theory and attribution theory as theoretical anchors, this paper examines whether observing a service recovery influences the observing customers’ satisfaction and repurchase intentions. In addition, this paper tests whether service quality perceptions mediate, and customers’ locus of control attributions moderate these relationships. Design/methodology/approach – Study 1 tests the main hypothesis using a scenario-based experiment in two settings (restaurant, retail). Study 2 further elaborates on these findings using a scenario-based experiment in a hotel setting. Findings – The findings show that the negative consequences of a failed recovery extend beyond the comp...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"AES-16 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-11-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126540181","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2013-11-18DOI: 10.1108/MSQ-10-2012-0138
T. Aas, Per E. Pedersen
Purpose – Componentization is a common approach in manufacturing that is suggested to lead to increased innovativeness at the firm level. Componentization has recently been given attention as a relevant approach for service providers. However, due to differences between services and manufactured products, and due to the diversity of the service sector, it is not obvious to what degree the application of componentization is relevant for all service providers. The purpose of this paper is to explore the usefulness of componentization for specialized service providers in the public sector. Design/methodology/approach – The paper applies an interventionist research design, in which the componentization approach is implemented in one case organization. Findings – The paper finds that componentization increases the service orientation of specialized public sector organizations (PSOs) and improves the ability of the top management to manage and control specialized PSOs. Perhaps most importantly, the paper determ...
{"title":"The usefulness of componentization for specialized public service providers","authors":"T. Aas, Per E. Pedersen","doi":"10.1108/MSQ-10-2012-0138","DOIUrl":"https://doi.org/10.1108/MSQ-10-2012-0138","url":null,"abstract":"Purpose – Componentization is a common approach in manufacturing that is suggested to lead to increased innovativeness at the firm level. Componentization has recently been given attention as a relevant approach for service providers. However, due to differences between services and manufactured products, and due to the diversity of the service sector, it is not obvious to what degree the application of componentization is relevant for all service providers. The purpose of this paper is to explore the usefulness of componentization for specialized service providers in the public sector. Design/methodology/approach – The paper applies an interventionist research design, in which the componentization approach is implemented in one case organization. Findings – The paper finds that componentization increases the service orientation of specialized public sector organizations (PSOs) and improves the ability of the top management to manage and control specialized PSOs. Perhaps most importantly, the paper determ...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"368 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-11-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115183823","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2013-11-10DOI: 10.1108/MSQ-11-2012-0150
Qingji Fan, J. Lee, Joong-In Kim
Purpose – Through a literature review, we found four potential research topics that are rarely studied in the extant literature, i.e. the missing link between web site quality and flow, an integrative relationships between web site quality, flow, customer satisfaction, and relationship intention even though part of the integrative relationships have been investigated in the previous studies, those flow‐related consumer behaviors in C2C e‐marketplaces, and cross‐national studies on the flow‐related consumer behaviors in the East‐Asian domain. Thus, we attempted to explore the relationships between web site quality, flow, customer satisfaction, and relationship intention in Chinese and Korean C2C e‐marketplaces as well as their cross‐national similarities and differences.Design/methodology/approach – In all, 212 Chinese and 219 Korean online shoppers were surveyed to conduct the above research agenda by structural equation modeling.Findings – Web site quality had some effect on flow and satisfaction in both...
{"title":"The impact of web site quality on flow‐related online shopping behaviors in C2C e‐marketplaces","authors":"Qingji Fan, J. Lee, Joong-In Kim","doi":"10.1108/MSQ-11-2012-0150","DOIUrl":"https://doi.org/10.1108/MSQ-11-2012-0150","url":null,"abstract":"Purpose – Through a literature review, we found four potential research topics that are rarely studied in the extant literature, i.e. the missing link between web site quality and flow, an integrative relationships between web site quality, flow, customer satisfaction, and relationship intention even though part of the integrative relationships have been investigated in the previous studies, those flow‐related consumer behaviors in C2C e‐marketplaces, and cross‐national studies on the flow‐related consumer behaviors in the East‐Asian domain. Thus, we attempted to explore the relationships between web site quality, flow, customer satisfaction, and relationship intention in Chinese and Korean C2C e‐marketplaces as well as their cross‐national similarities and differences.Design/methodology/approach – In all, 212 Chinese and 219 Korean online shoppers were surveyed to conduct the above research agenda by structural equation modeling.Findings – Web site quality had some effect on flow and satisfaction in both...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"7 2 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-11-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123644986","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2013-11-10DOI: 10.1108/09604521311312228
Beomjoon Choi, Hyun Sik Kim
Purpose – Creating superior customer satisfaction has been considered one of the keys to the firm's success and hence, the antecedents of customer satisfaction have been examined numerous times. However, the link between customer satisfaction and peer‐to‐peer quality, which is deemed a critical component of customer experience quality, has not been spotlighted despite its importance. The purpose of this paper is to propose and test a theoretical model of the relationship among outcome quality, interaction quality, peer‐to‐peer quality, and customer satisfaction as well as these variables’ impacts on customer loyalty.Design/methodology/approach – To test the model, the authors conducted a survey and collected self‐administered data for data analysis. The proposed relationships were then tested using structural equation modeling.Findings – The findings indicate that outcome quality, interaction quality, and peer‐to‐peer quality perceptions significantly influence customer satisfaction, which, in turn, great...
{"title":"The impact of outcome quality, interaction quality, and peer‐to‐peer quality on customer satisfaction with a hospital service","authors":"Beomjoon Choi, Hyun Sik Kim","doi":"10.1108/09604521311312228","DOIUrl":"https://doi.org/10.1108/09604521311312228","url":null,"abstract":"Purpose – Creating superior customer satisfaction has been considered one of the keys to the firm's success and hence, the antecedents of customer satisfaction have been examined numerous times. However, the link between customer satisfaction and peer‐to‐peer quality, which is deemed a critical component of customer experience quality, has not been spotlighted despite its importance. The purpose of this paper is to propose and test a theoretical model of the relationship among outcome quality, interaction quality, peer‐to‐peer quality, and customer satisfaction as well as these variables’ impacts on customer loyalty.Design/methodology/approach – To test the model, the authors conducted a survey and collected self‐administered data for data analysis. The proposed relationships were then tested using structural equation modeling.Findings – The findings indicate that outcome quality, interaction quality, and peer‐to‐peer quality perceptions significantly influence customer satisfaction, which, in turn, great...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"76 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-11-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128864471","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2013-11-10DOI: 10.1108/MSQ-03-2013-0046
M. Mustak, E. Jaakkola, Aino Halinen
Purpose – Customer participation in the creation of offerings has become a key focus in marketing literature. This paper synthesizes extant research on the topic to enhance understanding of the conceptualization and value outcomes of customer participation in the creation of offerings.Design/methodology/approach – The study is based on an extensive, systematic literature review covering 163 articles on customer participation published over the last four decades. Selected publications were analyzed according to the topics studied, study context, research approach, and findings.Findings – The review demonstrates how the conceptualization of customer participation has evolved in terms of the nature and range of customer contributions, their temporal scope, and the outcomes considered. It also synthesizes the hypothesized and empirically scrutinized value outcomes of customer participation for both sellers and customers.Research limitations/implications – The review reveals important gaps in the existing know...
{"title":"Customer participation and value creation: a systematic review and research implications","authors":"M. Mustak, E. Jaakkola, Aino Halinen","doi":"10.1108/MSQ-03-2013-0046","DOIUrl":"https://doi.org/10.1108/MSQ-03-2013-0046","url":null,"abstract":"Purpose – Customer participation in the creation of offerings has become a key focus in marketing literature. This paper synthesizes extant research on the topic to enhance understanding of the conceptualization and value outcomes of customer participation in the creation of offerings.Design/methodology/approach – The study is based on an extensive, systematic literature review covering 163 articles on customer participation published over the last four decades. Selected publications were analyzed according to the topics studied, study context, research approach, and findings.Findings – The review demonstrates how the conceptualization of customer participation has evolved in terms of the nature and range of customer contributions, their temporal scope, and the outcomes considered. It also synthesizes the hypothesized and empirically scrutinized value outcomes of customer participation for both sellers and customers.Research limitations/implications – The review reveals important gaps in the existing know...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"23 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-11-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128908870","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2013-11-10DOI: 10.1108/09604521311303426
Evangelos L. Psomas, A. Pantouvakis, D. Kafetzopoulos
Purpose – The purpose of this paper is to define and subjectively measure ISO 9001 effectiveness as the achievement of the standard's objectives and determine its impact on the performance dimensions of service companies related to product/service quality, operational and financial performance.Design/methodology/approach – An empirical study was carried out using a sample of 100 ISO 9001:2008 certified service companies. Data were obtained from the quality managers of the companies through a structured questionnaire. Exploratory factor analyses are applied to extract the latent factors of the indicators of ISO 9001 objectives and performance dimensions. Multiple linear regression analyses are also applied in order to determine the impact of ISO 9001 effectiveness on the performance dimensions of service companies.Findings – The findings of the present study confirm the dimensionality of the ISO 9001 effectiveness (evaluated by the degree of achievement of the standard's objectives, namely prevention of no...
{"title":"The impact of ISO 9001 effectiveness on the performance of service companies","authors":"Evangelos L. Psomas, A. Pantouvakis, D. Kafetzopoulos","doi":"10.1108/09604521311303426","DOIUrl":"https://doi.org/10.1108/09604521311303426","url":null,"abstract":"Purpose – The purpose of this paper is to define and subjectively measure ISO 9001 effectiveness as the achievement of the standard's objectives and determine its impact on the performance dimensions of service companies related to product/service quality, operational and financial performance.Design/methodology/approach – An empirical study was carried out using a sample of 100 ISO 9001:2008 certified service companies. Data were obtained from the quality managers of the companies through a structured questionnaire. Exploratory factor analyses are applied to extract the latent factors of the indicators of ISO 9001 objectives and performance dimensions. Multiple linear regression analyses are also applied in order to determine the impact of ISO 9001 effectiveness on the performance dimensions of service companies.Findings – The findings of the present study confirm the dimensionality of the ISO 9001 effectiveness (evaluated by the degree of achievement of the standard's objectives, namely prevention of no...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"73 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-11-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122522684","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2013-11-10DOI: 10.1108/MSQ-10-2012-0137
ChauShen Chen
Purpose – This study discusses the effects of diffusion and adopters of mobile banking services (MBSs), perceived risk, brand awareness, and brand image of MBS providers, on attitude toward using MBSs, and on intention to use MBSs. In accordance with sample usage frequency in MBSs, this study subgroups the sample population into several behavioral segments (frequent/infrequent users) to concentrate sample characteristics and the behavioral models.Design/methodology/approach – Data from the 610 valid questionnaires collected in Taiwan were analyzed by SPSS and LISREL. In accordance with sample usage frequency in MBSs, this study subgroups the sample population into several behavioral segments (frequent/infrequent users) to concentrate sample characteristics and the behavioral models.Findings – Analytical results demonstrate that mobile banking users with different behavioral patterns have dissimilar perceptions of innovation benefits and risk. Moreover, brand awareness and brand image of the MBSs provider ...
{"title":"Perceived risk, usage frequency of mobile banking services","authors":"ChauShen Chen","doi":"10.1108/MSQ-10-2012-0137","DOIUrl":"https://doi.org/10.1108/MSQ-10-2012-0137","url":null,"abstract":"Purpose – This study discusses the effects of diffusion and adopters of mobile banking services (MBSs), perceived risk, brand awareness, and brand image of MBS providers, on attitude toward using MBSs, and on intention to use MBSs. In accordance with sample usage frequency in MBSs, this study subgroups the sample population into several behavioral segments (frequent/infrequent users) to concentrate sample characteristics and the behavioral models.Design/methodology/approach – Data from the 610 valid questionnaires collected in Taiwan were analyzed by SPSS and LISREL. In accordance with sample usage frequency in MBSs, this study subgroups the sample population into several behavioral segments (frequent/infrequent users) to concentrate sample characteristics and the behavioral models.Findings – Analytical results demonstrate that mobile banking users with different behavioral patterns have dissimilar perceptions of innovation benefits and risk. Moreover, brand awareness and brand image of the MBSs provider ...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"39 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-11-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123202657","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2013-11-10DOI: 10.1108/MSQ-03-2013-0048
Cristiana Raquel Lages, C. Simões, R. Fisk, W. Kunz
Purpose – The evolution of the service marketing field was marked by the emergence of a global, vigorous and tolerant community of service marketing researchers. This paper seeks to examine the history of the service marketing community and argues that it may be an archetype for building the emergent global service research community.Design/methodology/approach – The study combines qualitative and quantitative approaches. The authors interviewed four pioneering service scholars and also collected descriptive data (e.g. Authorship, Affiliation, Title, Keywords) of all service related articles published in 13 top peer‐reviewed marketing and service journals over the last 30 years (5,432 articles; 6,450 authors). In a dynamic analysis the authors mapped global collaboration between countries over time and detected clusters of international collaboration.Findings – Findings suggest a growing international collaboration for the USA and the UK, while for other countries like Israel the global collaboration star...
{"title":"Knowledge dissemination in the global service marketing community","authors":"Cristiana Raquel Lages, C. Simões, R. Fisk, W. Kunz","doi":"10.1108/MSQ-03-2013-0048","DOIUrl":"https://doi.org/10.1108/MSQ-03-2013-0048","url":null,"abstract":"Purpose – The evolution of the service marketing field was marked by the emergence of a global, vigorous and tolerant community of service marketing researchers. This paper seeks to examine the history of the service marketing community and argues that it may be an archetype for building the emergent global service research community.Design/methodology/approach – The study combines qualitative and quantitative approaches. The authors interviewed four pioneering service scholars and also collected descriptive data (e.g. Authorship, Affiliation, Title, Keywords) of all service related articles published in 13 top peer‐reviewed marketing and service journals over the last 30 years (5,432 articles; 6,450 authors). In a dynamic analysis the authors mapped global collaboration between countries over time and detected clusters of international collaboration.Findings – Findings suggest a growing international collaboration for the USA and the UK, while for other countries like Israel the global collaboration star...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"62 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-11-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116632556","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2013-11-10DOI: 10.1108/09604521311312255
Michel Rod, Nicholas J. Ashill
Purpose – The aim of this study is to draw on various models of burnout and test hypotheses relating to anticipated differences in the burnout process between inbound versus outbound call centre agents. This is achieved by comparing the magnitude of the relationships in the sequence of customer stressors → emotional exhaustion → depersonalization → reduced personal accomplishment across a sample of inbound and outbound call centre agents working in a large retail bank call centre in New Zealand.Design/methodology/approach – Data were collected from inbound and outbound call centre agents of a large retail bank call centre in New Zealand via a self‐administered survey questionnaire electronically distributed to all 195 call centre agents working in the bank's two call centre locations. Data obtained from the call centre agents were analysed using the SEM‐based partial least squares (PLS) methodology.Findings – The findings of the study reveal significant differences between inbound and outbound call centre...
{"title":"The impact of call centre stressors on inbound and outbound call‐centre agent burnout","authors":"Michel Rod, Nicholas J. Ashill","doi":"10.1108/09604521311312255","DOIUrl":"https://doi.org/10.1108/09604521311312255","url":null,"abstract":"Purpose – The aim of this study is to draw on various models of burnout and test hypotheses relating to anticipated differences in the burnout process between inbound versus outbound call centre agents. This is achieved by comparing the magnitude of the relationships in the sequence of customer stressors → emotional exhaustion → depersonalization → reduced personal accomplishment across a sample of inbound and outbound call centre agents working in a large retail bank call centre in New Zealand.Design/methodology/approach – Data were collected from inbound and outbound call centre agents of a large retail bank call centre in New Zealand via a self‐administered survey questionnaire electronically distributed to all 195 call centre agents working in the bank's two call centre locations. Data obtained from the call centre agents were analysed using the SEM‐based partial least squares (PLS) methodology.Findings – The findings of the study reveal significant differences between inbound and outbound call centre...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"307 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-11-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123670881","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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