See discussions, stats, and author profiles for this publication at: https://www.researchgate.net/publication/228788217 Assessing call centre quality using the SERVQUAL model Article CITATIONS 7 READS 29 4 authors, including: Warren J Staples RMIT University 10 PUBLICATIONS 32 CITATIONS SEE PROFILE John F. Dalrymple Swinburne University of Technology 53 PUBLICATIONS 660 CITATIONS SEE PROFILE All content following this page was uploaded by Warren J Staples on 22 February 2014. The user has requested enhancement of the downloaded file. All in-text references underlined in blue are linked to publications on ResearchGate, letting you access and read them immediately.