@article{3a2de2d5bcac46ff8c3cfa5ea47eb5d2,
title = "Managing overall service quality in customer care centers: Empirical findings of a multi-perspective approach",
keywords = "Customer satisfaction, Customer services quality, Employees, Service quality assurance",
author = "Roland Kantsperger and Kunz, \{Werner H.\}",
year = "2005",
doi = "10.1108/09564230510592270",
language = "English",
volume = "16",
pages = "135--151",
journal = "International Journal of Service Industry Management",
issn = "0956-4233",
publisher = "MCB University Press",
number = "2",
}