• DOI:10.1504/IJSOM.2018.10009101
Corpus ID: 168871929

Contact centre service excellence: a proposed conceptual framework

@article{Dharamdass2018ContactCS,
  title={Contact centre service excellence: a proposed conceptual framework},
  author={Surya Dharamdass and Y. Fernando},
  journal={International Journal of Services and Operations Management},
  year={2018},
  volume={29},
  pages={18-41}
}

Surya Dharamdass, Y. Fernando

Published 2018

Business

International Journal of Services and Operations Management

This paper aims to develop a proposed conceptual framework that can be used in studying the determinants of contact centre service excellence for the continuously growing contact centre business globally. A content analysis method is performed on a range of English-written published papers between 1993 and 2014 to explore the proposed determinants of contact centre service excellence. The primary observation shows that there is limited academic literature in this area. The findings from the… CONTINUE READING

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