Do organisational commitment and job satisfaction influence service quality of the customer-contact employees in banking call centres?

Neeru Malhotra, Avinandan Mukherjee

Research output: Chapter in Book/Report/Conference proceedingConference publication

Original languageEnglish
Title of host publicationProceedings of Academy of Marketing conference 2003
EditorsAndrew Farrell, Nick Lee, I. Ling
Publication statusPublished - 2003
EventAcademy of Marketing Conference 2003 - Birmingham, United Kingdom
Duration: 8 Jul 200310 Jul 2003

Conference

ConferenceAcademy of Marketing Conference 2003
CountryUnited Kingdom
CityBirmingham
Period8/07/0310/07/03

Research Output

  • 3 Conference publication

An examination of the consequences of market orientation in China

Qu, R. & Ennew, C. T., 2003, Proceedings of Academy of Marketing conference 2003. Farrell, A., Lee, N. & Lings, I. (eds.).

Research output: Chapter in Book/Report/Conference proceedingConference publication

Rejection of supplier incentive programs: a reseller perspective

Gilliland, D. I. & Kim, S. K., 2003, (Unpublished) Proceedings of Academy of Marketing conference 2003. Farrell, A., Lee, N. & Lings, I. (eds.).

Research output: Chapter in Book/Report/Conference proceedingConference publication

The creation and evaluation of consumption-related interpersonal communication through on-line communities

Broderick, A. & Lee, N. J., 2003, Proceedings of Academy of Marketing conference 2003. Farrell, A., Lee, N. & Lings, I. (eds.).

Research output: Chapter in Book/Report/Conference proceedingConference publication

Cite this

Malhotra, N., & Mukherjee, A. (2003). Do organisational commitment and job satisfaction influence service quality of the customer-contact employees in banking call centres? In A. Farrell, N. Lee, & I. Ling (Eds.), Proceedings of Academy of Marketing conference 2003