Piyush Sharma

Hong Kong Polytechnic University

Hung Hom, Kowloon

Hong Kong

  • Hong Kong Polytechnic University

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Scholarly Papers (1)

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Exploring the Zone of Tolerance for Internal Customers in IT-Enabled Call Centers

J.J. Po-An Hsieh, Piyush Sharma, Arun Rai, and A. Parasuraman, 'Exploring the Zone of Tolerance for Internal Customers in IT-Enabled Call Centers,' Journal of Service Research, 2013, 16(3), pp. 277-294
Number of pages: 43 Posted: 26 Jan 2022
JJ Po-An Hsieh, Piyush Sharma, Arun Rai and A. Parasuraman
Georgia State University, Robinson College of Business, Computer Information Systems Department, Hong Kong Polytechnic University, Georgia State University - J. Mack Robinson College of Business and University of Miami - School of Business Administration
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call center, internal customers, internal services, service quality, zone of tolerance, theory of administrative behavior, IT success, IT-enabled service