2013 · Article · Peer-Reviewed
The Role of Innovation and Perceived Service Quality in Creating Customer Value: A Study on Employees of a Call Center Establishment
Yaşlıoğlu, M. M., Çalışkan, B. Ö. Ö., Şap, Ö.
Procedia - Social and Behavioral Sciences, vol.99, pp.629-635
How do innovation and perceived service quality create customer value?
Customer value is usually measured by asking the customer; this study looks instead at the people producing the service — call centre employees — and examines the role of innovation and perceived service quality in creating it.
The perception of those creating the value is as measurable as the value itself.
48 citationsInnovationService QualityCustomer Value
How to cite
Yaşlıoğlu, M. M., Çalışkan, B. Ö. Ö., Şap, Ö. (2013). The Role of Innovation and Perceived Service Quality in Creating Customer Value: A Study on Employees of a Call Center Establishment. Procedia - Social and Behavioral Sciences, vol.99, pp.629-635.
@article{yaslioglu2013innovation,
author = {Yaşlıoğlu, M. M. and Çalışkan, B. Ö. Ö. and Şap, Ö.},
title = {The Role of Innovation and Perceived Service Quality in Creating Customer Value: A Study on Employees of a Call Center Establishment},
year = {2013},
journal = {Procedia - Social and Behavioral Sciences, vol.99, pp.629-635}
}