earticle

영어

The Issues of internal service quality have been one of the topics widely discussed in the internal marketing literature. The purpose of the current study is to find out the influential factors on internal service quality in a call center. 35 influential factors were finally identified through undertaking Focus Group Interview with the frontline employees in a call center, reviewing the internal marketing-related literatures, and conducting two rounds of Delphi. Findings show that frontline employees in call centers aspire to be customer service experts under the steady working conditions and a creative leadership of vision.