Reported studies on call centers emphasize efficiency and control, with possible
implications for service priorities, customer orientation and service quality. However, there is …

Using stochastic models to plan call center operations, schedule call center staff efficiently,
and analyze projected performance is not a new phenomenon, dating back to Erlang's work …

Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …

Services employing virtual channels of delivery such as the Internet are typically
multichannel. Service quality research in traditional services and, more recently, in e …

This is a survey of some academic research on telephone call centers. The surveyed
research has its origin in, or is related to, queueing theory. Indeed, the “queueing-view” of …

This paper investigates the relative effects of customer positive versus negative emotions on
satisfaction and loyalty in a utilitarian service setting. In-depth interviews with 20 call-center …

This study is mainly intended to ascertain the extent to which customer satisfaction affects
customer retention among the major three cellular phone companies in the Jordanian …

Purpose–The purpose of this paper is to analyse customer service effects in creating
satisfaction and loyalty. The other antecedents of satisfaction and loyalty such as perceived …

Moringa oleifera Lam.(Moringaceae) is an adaptable plant with promising phytoconstituents,
interesting medicinal uses, and nutritional importance. Chemical profiling of M. oleifera …

This study explored the in vivo wound healing potential of Vitis vinifera seed extract using an
excision wound model with focus on wound healing molecular targets including TGFBR1 …