1. Measuring service quality: A hybrid methodology
2. Older Workers: Myths, Evidence and Implications for Australian Managers
3. Burbury, R. (1998), “Call centers face demise without service overhaul”, The Australian, 4 June, p. 29.
4. Calk, J.T. (1998), “Cyberservice: giving customers what they want – only better”, Telemarketing & Call Center Solutions, Vol. 16 No. 7, pp. 86‐91.
5. Centrelink (1998), Strategic Outlook Report, Centrelink, Canberra.