The call centre: a nursery for new forms of work organisation?

Article Abstract:

A call centre is a combination of features like taylorism, emotional labor and surveillance. It also involves new forms of customer relationship. A review on the literature of call centres is undertaken.

Services information, Services, Industrial management, Call centers, Call centres

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A service quality measurement derived from the theory of needs

Article Abstract:

A new service quality instrument called SQ-NEED is introduced. Empirical analysis reveals that SQ-NEED has a sound theoretical basis, is reliable and valid.

Service Industries, Services industry

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Relational bonds and customer's trust and commitment - a study on the moderating effects of web site usage

Article Abstract:

The influence of web site usage on the loyalty of financial service customers is analyzed.

Taiwan, Sales & consumption, Marketing procedures, Science & research, Financial Services, Finance and Insurance, Research, Financial services industry, Statistics, Company Web site/Web page, Web sites (World Wide Web), Web sites, Customer loyalty, Web site/Web page development, User statistics, E-commerce

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