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Research article

First published 2012-1

Generating Sales While Providing Service: A Study of Customer Service Representatives' Ambidextrous Behavior

Claudia Jasmand, Vera Blazevic, Ko de Ruyter

Journal of Marketing

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Research article

First published 1994-11

Behavioral and Psychological Consequences of Boundary Spanning Burnout for Customer Service Representatives

Jagdip Singh, Jerry R. Goolsby, Gary K. Rhoads

Journal of Marketing Research

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Research article

First published 2011-5

How Leaders’ Motivation Transfers to Customer Service Representatives

Jan Wieseke, Florian Kraus, Sascha H. Alavi [...]

Journal of Service Research

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Research article

First published 2004-02

When Conscientiousness Isn’t Enough: Emotional Exhaustion and Performance Among Call Center Customer Service Representatives

L. A. Witt, Martha C. Andrews, Dawn S. Carlson

Journal of Management

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Research article

First published 1993-10

Macroergonomics Research Methodology: Determining Future Job Requirements of a Customer Service Representative (CSR) in a Bank

Mark S. Hoffman, Cynthia K. Lowe, Karen S. Wilson

Proceedings of the Human Factors and Ergonomics Society Annual Meeting

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Research article

First published 2005-11

Service Customization Through Employee Adaptiveness

Kevin P. Gwinner, Mary Jo Bitner, Stephen W. Brown [...]

Journal of Service Research

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Other

First published 2010-11

Medical Information Support of the Sales Force: An External and Internal Assessment

Ashish Advani, Christi Marsh, Laurel E. Ashworth

Therapeutic Innovation & Regulatory Science

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Research article

First published 2007-10

Time Is Money : Impacts of Usability at a Call Center

Chris Bond

Ergonomics in Design: The Quarterly of Human Factors Applications

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Research article

First published 2011-5

Developing Customer Service Innovations for Service Employees: The Effects of NSD Characteristics on Internal Innovation Magnitude

Nita Umashankar, Raji Srinivasan, Dustin Hindman

Journal of Service Research

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Research article

First published 2000-08

Customer Service Behavior and Attitudes among Hotel Managers: A Look at Perceived Support Functions,Standards for Service,and Service Process Outcomes

Alex M. Susskind, Carl P. Borchgrevink, Robert A. Brymer [...]

Journal of Hospitality & Tourism Research

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