Employees´ Technology Readiness and Service Quality in Mexican Call Centers

Employees´ Technology Readiness and Service Quality in Mexican Call Centers

This research brings evidence that technological readiness of call center agents in Mexico, that is how ready employees are to embrace new technologies, is an important antecedent of the service quality they deliver, once we controlled by other key determinants of the service quality in this...

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Bibliographic Details
Main Authors: Claudia Quintanilla, Edgardo Ayala
Format: Article
Language:English
Published: Asociación de Directivos Superiores de Administración, Negocios o Empresariales de Chile A.G. (ASFAE) 2011-06-01
Series:Multidisciplinary Business Review
Subjects:
Service Quality
Technology Readiness
Customer contact employees
Job Satisfaction
Commitment
Online Access:https://journalmbr.net/index.php/mbr/article/view/377

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