A. Parasuraman

University of Miami - School of Business Administration

P.O. Box 248126

Florida

Coral Gables, FL 33124

United States

  • University of Miami - School of Business Administration

SCHOLARLY PAPERS

2

DOWNLOADS

38

TOTAL CITATIONS

0

Scholarly Papers (2)

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1.

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
Downloads 38 (846,811)

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call center, internal customers, internal services, service quality, zone of tolerance, theory of administrative behavior, IT success, IT-enabled service

2.

Customer Experience Creation: Determinants, Dynamics and Management Strategies

Verhoef, Peter C., Katherine N. Lemon, A. Parasuraman, Anne Roggeveen, Michael Tsiros, and Leonard A. Schlesinger (2009), “Customer Experience Creation: Determinants, Dynamics and Management Strategies” Journal of Retailing, 85 (1), 31-41.
Posted: 13 Apr 2016
Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne L. Roggeveen, Michael Tsiros and Leonard Schlesinger
University of Groningen - Department of Marketing & Marketing Research, Boston College - Department of Marketing, University of Miami - School of Business Administration, Babson College - Marketing Division, University of Miami - Department of Marketing and Babson College

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