Cover -- Contents -- Guest editorial -- Closing the gap between perceived and actual waiting times in a call center: results from a field study -- Exploring customer reactions to offshore call centers: toward a comprehensive conceptual framework -- Call center employee personality factors and service performance -- The use of strategic deception in relationships -- Frontline employees' views on organizational factors that affect the delivery of service quality in call centers -- Job resourcefulness, symptoms of burnout and service recovery performance: an examination of call centre frontline employees -- Insights into the Indian call centre industry: can internal marketing help tackle high employee turnover? -- Executive summary and implications for managers and executives.