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Factors Influencing A Customer-Service Culture In A Higher Education Environment
Factors Customer-Service Culture Higher Education Environment
2009/5/11
The higher education environment is experiencing significant changes, and the focus is moving to competitiveness and customer care. The role of organisational culture and job satisfaction in the deliv...
Critical Competencies To Promote A Customer Service Core Capability In A Human Resources Call Centre
Critical Competencies Human Resources Call Centre
2009/5/11
In today’s information-intensive environment customer service is an important aspect that differentiates one organisation from another. This research focuses on those individual competencies which wil...
Making, re-making, Managing and Controlling Customer Service Agents: Brownfield and Greenfield Call Centre Sites
Customer Service Agents Call Centre Sites
2009/4/20
Taking a page from historical studies, where it has been argued that occupations are socially constructed through material practices, this article examines the making of customer service agents in con...