Rethinking customer expectations of service quality: are call centres different?

Research output: Contribution to journal › Article › Research › peer-review

52 Citations (Scopus)

Original language	English
Pages (from-to)	60 - 77
Number of pages	18
Journal	Journal of Services Marketing
Volume	18
Issue number	1
DOIs	https://doi.org/10.1108/08876040410520717
Publication status	Published - 2004

Access to Document

@article{b8a6acfea4c247f8bfaef0b09f58759c,

title = "Rethinking customer expectations of service quality: are call centres different?",

author = "Dean, \{Alison N\}",

year = "2004",

doi = "10.1108/08876040410520717",

language = "English",

volume = "18",

pages = "60 -- 77",

journal = "Journal of Services Marketing",

issn = "0887-6045",

publisher = "Emerald Group Publishing Limited",

number = "1",

}