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Call centre
507
Callcenter
507
Dienstleistungsqualität
59
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Beziehungsmarketing
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Connell, Julia
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8
L'Ecuyer, Pierre
8
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7
Hannif, Zeenobiyah
7
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7
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6
Ibrahim, Rouba
6
Russell, Bob
6
Abdullateef, Aliyu Olayemi
5
Barnes, Alison
5
Chambel, Maria José
5
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Emadi, Seyed Morteza
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Holtgrewe, Ursula
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4
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Chan, Wyean
3
Das, Diya
3
Gans, Noah
3
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3
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Manufacturing & service operations management : M & SOM
18
Management science : journal of the Institute for Operations Research and the Management Sciences
16
New technology, work and employment
15
European journal of operational research : EJOR
11
Labour & industry : a journal of the social and economic relations of work ; the journal of the Association of Industrial Relations Academics of Australia & New Zealand (AIRAANZ)
11
Production and operations management : an international journal of the Production and Operations Management Society
10
The international journal of human resource management
10
Work, employment & society : a journal of the British Sociological Association
10
European journal of industrial relations
9
International employment relations review
9
OR spectrum : quantitative approaches in management
8
Operations research
8
The journal of industrial relations : the journal of the Industrial Relations Society of Australia
8
The journal of services marketing
8
Human relations
7
ILR review : the journal of work and policy
7
Journal of vocational behavior
7
Academy of Management journal : AMJ
6
Journal of business research : JBR
6
Computers & operations research : and their applications to problems of world concern ; an international journal
5
Employee relations
5
Industrial relations : a journal of economy & society
5
International journal of production economics
5
Managing service quality : MSQ ; an international journal
5
SA journal of human resource management : SAJHRM
5
The service industries journal
5
Economic and industrial democracy : EID ; an international journal
4
Industrial relations journal
4
International journal of services and operations management
4
Omega : the international journal of management science
4
Administrative Sciences : open access journal
3
European management journal
3
Harvard-Business-Manager : das Wissen der Besten
3
Human resource management
3
Industrielle Beziehungen : Zeitschrift für Arbeit, Organisation und Management
3
International journal of electronic customer relationship management : IJECRM
3
International journal of work innovation : IJWI
3
Journal of service research : JSR
3
Personnel review : a professional journal reporting new developments in research, theory and practice of personel management
3
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
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ECONIS (ZBW)
509
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91
Refined models for efficiency-driven queues with applications to delay announcements and staffing
Huang, Junfei
;
Mandelbaum, Avishai
;
Zhang, Hanqin
; …
- In:
Operations research
65
(
2017
)
5
,
pp. 1380-1397
Persistent link: https://www.econbiz.de/10011757559
Saved in:
92
Mathematical models and solution approach for cross-training staff scheduling at call centers
Taskiran, Gamze Kilincli
;
Zhang, Xinhui
- In:
Computers & operations research : and their …
87
(
2017
),
pp. 258-269
Persistent link: https://www.econbiz.de/10011743597
Saved in:
93
Service employee adaptiveness : exploring the impact of role-stress and managerial control approaches
Sahadev, Sunil
;
Purani, Keyoor
;
Panda, Tapan Kumar
- In:
Employee relations
39
(
2017
)
1
,
pp. 54-78
Persistent link: https://www.econbiz.de/10011623895
Saved in:
94
Modelling and workload reallocation of call centres with multi-type customers
Li, Na
;
Yu, Xin
;
Matta, Andrea
- In:
International journal of production research
55
(
2017
)
19/20
,
pp. 5664-5680
Persistent link: https://www.econbiz.de/10011724189
Saved in:
95
Negotiating the challenges of a calling : emotion and enacted sensemaking in animal shelter work
Schabram, Kira
;
Maitlis, Sally
- In:
Academy of Management journal : AMJ
60
(
2017
)
2
,
pp. 584-609
Persistent link: https://www.econbiz.de/10011689407
Saved in:
96
It's not all about language ability : motivational cultural intelligence matters in call center performance
Presbitero, Alfred
- In:
The international journal of human resource management
28
(
2017
)
11
,
pp. 1547-1562
Persistent link: https://www.econbiz.de/10011753729
Saved in:
97
Does the past predict the future? : the case of delay announcements in service systems
Ibrahim, Rouba
;
Armony, Mor
;
Bassamboo, Achal
- In:
Management science : journal of the Institute for …
63
(
2017
)
6
,
pp. 1762-1780
Persistent link: https://www.econbiz.de/10011707236
Saved in:
98
Customer acquisition, retention, and service access quality : optimal advertising, capacity level, and capacity allocation
Afèche, Philipp
;
Araghi, Mojtaba
;
Baron, Opher
- In:
Manufacturing & service operations management : M & SOM
19
(
2017
)
4
,
pp. 674-691
Persistent link: https://www.econbiz.de/10011770629
Saved in:
99
A distribution-free phase-II CUSUM procedure for monitoring service quality
Mukherjee, Amitava
;
Marozzi, Marco
- In:
Total quality management & business excellence : an …
28
(
2017
)
11
,
pp. 1227-1263
Persistent link: https://www.econbiz.de/10011779641
Saved in:
100
Valuing alternative work arrangements
Mas, Alexandre
;
Pallais, Amanda
- In:
The American economic review
107
(
2017
)
12
,
pp. 3722-3759
Persistent link: https://www.econbiz.de/10011786322
Saved in:
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