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type_genre:"Article in journal"
~person:"Castanheira, Filipa"
~person:"Chan, Wyean"
~person:"D'Cruz, Premilla"
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Call centre
14
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14
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8
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2
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2
Human Resource Management
2
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Castanheira, Filipa
Chan, Wyean
D'Cruz, Premilla
Connell, Julia
11
Doellgast, Virginia
11
Burgess, John
9
Jouini, Oualid
9
Koole, Ger M.
8
L'Ecuyer, Pierre
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Noronha, Ernesto
8
Akşin, Zeynep
7
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7
Taylor, Phil
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Aparicio-Valverde, Mireia
6
Ibrahim, Rouba
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Russell, Bob
6
Abdullateef, Aliyu Olayemi
5
Barnes, Alison
5
Chambel, Maria José
5
Dallery, Yves
5
Emadi, Seyed Morteza
5
Holtgrewe, Ursula
5
Legros, Benjamin
5
Scholarios, Dora
5
Shen, Haipeng
5
Whitt, Ward
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Batt, Rosemary L.
4
Broek, Diane van den
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Ryan, Gerard
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Van Jaarsveld, Danielle
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Örmeci, E. Lerzan
4
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3
Bassamboo, Achal
3
Bloemer, Johanna M.
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Das, Diya
3
Gans, Noah
3
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European journal of operational research : EJOR
2
Human resource management
2
New technology, work and employment
2
The international journal of human resource management
2
Economic and industrial democracy
1
Employee relations
1
Global business review
1
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ECONIS (ZBW)
14
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1
A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty
Thuy Anh Ta
;
Chan, Wyean
;
Bastin, Fabian
;
L'Ecuyer, Pierre
- In:
European journal of operational research : EJOR
293
(
2021
)
3
,
pp. 966-979
Persistent link: https://www.econbiz.de/10012533794
Saved in:
2
Managing motivation in the contact center : the employment relationship of outsourcing and temporary agency workers
Sobral, Filipa
;
Chambel, Maria José
;
Castanheira, Filipa
- In:
Economic and industrial democracy
40
(
2019
)
2
,
pp. 357-381
Persistent link: https://www.econbiz.de/10012030749
Saved in:
3
"From boom to where?" : the impact of crisis on work and employment in Indian BPO
Taylor, Phil
;
D'Cruz, Premilla
;
Noronha, Ernesto
; …
- In:
New technology, work and employment
29
(
2014
)
2
,
pp. 105-123
Persistent link: https://www.econbiz.de/10011291128
Saved in:
4
Dynamic call center routing policies using call waiting and agent idle times
Chan, Wyean
;
Koole, Ger M.
;
L'Ecuyer, Pierre
- In:
Manufacturing & service operations management : M & SOM
16
(
2014
)
4
,
pp. 544-560
Persistent link: https://www.econbiz.de/10010526446
Saved in:
5
The incidence of interpersonal workplace bullying in India's ITES-BPO sector
D'Cruz, Premilla
;
Rayner, Charlotte
- In:
The Indian journal of labour economics : a quarterly …
57
(
2014
)
2
,
pp. 226-242
Persistent link: https://www.econbiz.de/10011403757
Saved in:
6
A multiple-group analysis of associations between emotional exhaustion and supervisor-rated individual performance : temporary versus permanent call-center workers
De Cuyper, Nele
;
Castanheira, Filipa
;
De Witte, Hans
; …
- In:
Human resource management
53
(
2014
)
4
,
pp. 623-633
Persistent link: https://www.econbiz.de/10010403208
Saved in:
7
The experience of work in India's domestic call centre industry
Taylor, Phil
;
D'Cruz, Premilla
;
Noronha, Ernesto
; …
- In:
The international journal of human resource management
24
(
2013
)
2
,
pp. 436-452
Persistent link: https://www.econbiz.de/10009688495
Saved in:
8
Cornered by conning : agents' experiences of closure of a call centre in India
D'Cruz, Premilla
;
Noronha, Ernesto
- In:
The international journal of human resource management
23
(
2012
)
5
,
pp. 1019-1039
Persistent link: https://www.econbiz.de/10009510242
Saved in:
9
The limits to workplace friendship : managerialist HRM and bystander behaviour in the context of workplace bullying
D'Cruz, Premilla
;
Noronha, Ernesto
- In:
Employee relations
33
(
2011
)
3
,
pp. 269-288
Persistent link: https://www.econbiz.de/10009238190
Saved in:
10
Reducing burnout in call centers through HR practices
Castanheira, Filipa
;
Chambel, Maria José
- In:
Human resource management
49
(
2010
)
6
,
pp. 1047-1065
Persistent link: https://www.econbiz.de/10008797746
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