The purpose of this study was to examine the relationship between emotional labor and burnout, and whether the levels of self-efficacy and type A personality characteristics increase the risk of burnout in a sample of Korean female dental hygienists. Participants were 807 female dental hygienists with experience in performing customer service for one year or more in dental clinics, dental hospi...

Customer center call data is typically collected by organizations and corporations in order to improve customer experience through the analysis of such call data. In this paper, we report our findings when analysing more than 26 thousand calls to the call centers of a large corporation in a Latin American country. We focus on the impact of gender and call duration on selfreported customer satis...

The paper presented below concentrates on the self-assessment of organizational maturity level. There are the results of author’s own research of sub-criterions significance (in criterium customer orientation) carried out using factor analysis. The analysis consists of the criterion of customer orientation. In this criterion, using factor analysis there were three hidden factors identified.

Web-based customization self-services allow and encourage a diverse set of consumers to engage in creative work. In the nottoo-distant past most consumers purchased mass-manufactured products from a physical store, whereas today people can remotely acquire a variety of individually tailored items ranging from sneakers to wedding invitations. Increasingly, companies provide online configurator s...

nowadays, with increasing service industries, service marketing and service quality have become an important challenge to organizations. the attempts of organizations in this situation are witnesses to this matter. in the past years, the organizations tried to reach service quality appropriation and satisfaction of self-external customers by concepts and approaches of external marketing. one of...

The study of e-consumer behavior is getting more attention in e-commerce related literature. Acknowledging the importance of e-commerce, this study aims to investigate the influence of e-service quality dimensions (efficiency, requirement fulfilment, accessibility, privacy and responsiveness) on customer satisfaction and customer loyalty as well as to understand the mediating effect of customer...

There has been a lot of problems for Universities that the main problems of the students are obliged to pay high fees for education and also inability of university to provide appropriate services in terms of quality and quantity of the students. These two factors cause psychological and even physical problems in the country's students an after a while their motivation for continuing education ...

In this article, we develop a conceptual model of adaptive versus proactive recovery behavior by self-managing teams (SMTs) in service recovery operations. To empirically test the conceptual model a combination of bank employee, customer, and archival data is collected. The results demonstrate support for independent group-level effects of intrateam support on adaptive and proactive recovery be...