Systems thinking for call centre service design: affective commitment implications in manufacturing enterprises
This paper explains the leveraging of affective commitment among call centre front-line employees through the improvement of service operations design in a manufacturing enterprise through systems thinking approach. A case study was carried out using face-to-face interviews, structured questionnaires, and observation methods to collect data at managerial and operative front-line levels. The case study finds a strong relationship between the level of affective commitment among front-line employees and the form of service operations system. The study has many implications for the manufacturing enterprises embracing a call centre to improve productivity and working experience. A higher level of affective commitment is likely to mitigate turnover and absenteeism in these service departments.
Year of publication: |
2010
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Authors: | Jaaron, Ayham A.M. ; Backhouse, Chris J. |
Published in: |
The Service Industries Journal. - Taylor & Francis Journals, ISSN 0264-2069. - Vol. 31.2010, 4, p. 613-628
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Publisher: |
Taylor & Francis Journals |
Saved in:
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