Millions of customer services representatives are assessed each year by subject matter experts (e.g., recruiters, team leaders) in Asian contact centres to ensure good spoken communication skills when serving customers on the phones. In other workplace contexts, language experts are employed to do this work but in Asian contact centres, a…

Purpose: This paper aims to focus on the communications skills training given to transnational call center workers in India whose jobs involve providing customer service to Western customers. Emotion work is a key component of customer service jobs, and this work is constructed as an important soft skill. Design/methodology/approach: Between 2002…

This study examined the relationship of emotional intelligence (EI) to jobs requiring emotional labour in a sample of 6,874 participants from eleven countries or geographical regions. In particular, the current study examined the relationship of a mixed model of EI, as measured by the Emotional Capital Report (ECR), to emotional labour identified…

Higher education has witnessed unprecedented changes in the last two decades -- a highly competitive global market, varying nature of work, industry expectations, learning preferences, advancement in technology, and to top it all a pandemic. To sustain and remain competitive Higher Educational Institutions (HEIs) have shown an increased interest…

The primary focus of this article is the investigation of how current applied linguistic research into the nature of call centre communication breakdown in business processing outsourcing (BPO) sites such as India and the Philippines, can impact English communications training program content and design for this industry. It is argued that a…

Linguistic imperialism, linguistic hegemony and linguistic cosmopolitanism are broad and contrasting conceptualizations of linguistic globalization that are frequently, if implicitly, invoked in the literature, both academic and non-academic, on language practices and perceptions in the call center industry. I begin with outlining each of these…

This article investigates the technology acceptance factors in the context of information communication technology enabled agricultural extension services. Behavioral intention has always been a consequence of the technology acceptance model. The purpose of this study was to examine if the consequence of adoption be an economic benefit to the…

Purpose: Educational institutes must embrace the principles of total quality management (TQM) if they seek to remain competitive, and survive and succeed in the long run. An educational institution must embrace the principles of quality management and incorporate them into all of their activities. Starting with a theoretical background, the paper…

Purpose: The purpose of this paper is to explore the key role of WhatsApp as WhatsApp-customer relationship management (w-CRM) for strengthening the relationship in the education sector. The paper is exploratory in nature. Design/methodology/approach: A self-administered questionnaire was developed with 20 items for four latent constructs. The…

Purpose: The purpose of this paper is to apply systems modeling to explore the usability of the online learning platform in the future compared to its usefulness during the pandemic era. Design/methodology/approach: The applied systems research methodology has been used to develop a stock-flow model encompassing enablers and constraints for…

Quality aims at meeting customer satisfaction through its various attributes in a product, process or system. Quality has to meet the requirements of a competitive environment, offer good price for cost and meet customer satisfaction. In the Open and Distance Learning (ODL) system, quality means the special attributes of ODL, such as being…

Web is a globally distributed, still highly personalized media for cost-effective delivery of multimedia information and services. Web is expected to have a strong impact on almost every aspect of how we learn. "Total Quality" is the totality of features, as perceived by the customers of the product or service. Totality of features…

Purpose: Owing to high competition in education sector, quality in education has become utmost important criteria to deliver better education service. For this purpose, it is required to monitor the quality of education. This paper aims to prioritize National Board of Accreditation (NBA) quality parameters in engineering education as per student's…

This article analyses the levels of students' satisfaction and how institution provides infrastructure facilities in the field of higher education. Infrastructure is the fastest growing segment of the higher education scenario. Universities play a very vital role in a country in terms of their potential. It contributes to employment and growth.…

Purpose: The purpose of this paper is to examine the determinants of effectiveness in public colleges of Punjab (India) from the students' perspective and the impact of these determinants on the satisfaction level of students. The study further explores the difference in the overall satisfaction of students' toward college effectiveness on the…