An integrated framework of service quality for global delivery of contact center services

This paper develops and tests an integrated framework of provider-perceived service quality for contact center services, incorporating key dimensions of service quality identified based on literature review as well as observations and interviews with service providers in contact center services. Results of the study highlight the integrated nature of the proposed framework. Findings indicate that benchmarking and error management are significant provider-perceived dimensions of service quality in contact center services which predict business performance outcomes. Avenues for further research, as well as insights for research and practice are suggested.