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authors identify specific customer orientation behaviors (COBs) of call center employees and show that these behaviors relate to customer evaluations of service quality. Using qualitative, inductive analyses of 166 telephone service interactions in a retail bank call center, they identify five types of COBs associated with helping customers. The COBs are(More)
We are grateful to Chrysler Corporation, which provided funding for the employee attitude survey used here, and to Chrysler and United Auto Workers representatives at the National Training Center and at the six Modern Operating Agreement (MOA) plants for their assistance with this research. We also thank our colleagues at M.I.T. and George Washington(More)
The Wharton Financial Institutions Center provides a multidisciplinary research approach to the problems and opportunities facing the financial services industry in its search for competitive excellence. The Center's research focuses on the issues related to managing risk at the firm level as well as ways to improve productivity and performance. The Center(More)
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