A Program of Research Funded by the Australian Research Council, 2008-2010
Participating universities
Individuals and organisations interested in participating in Study 5 are invited to phone or email the researchers, using the details provided on the Contacts page.
Study 1
Individual, anonymous interviews were conducted with a selection of people from all sides of the service encounter - customers, front-line staff, supervisors, managers, and so on.Upon completion of this study, all interviewees were offered a report summarising the findings and providing key recommendations.
Study 2
The research team formed alliances with call centre firms, and organisations with a call centre-like facility. These organisations provided access to (de-identified) audiotapes of actual service encounters.