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~isPartOf:"Academy of Management journal : AMJ"
~isPartOf:"Employment relationships : new models of white-collar work"
~isPartOf:"The journal of services marketing"
~subject:"Fertigungsberufe"
~subject:"Service quality"
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Search: subject:"Call Center"
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Fertigungsberufe
Service quality
Call centre
15
Callcenter
15
Dienstleistungsqualität
6
Consumer behaviour
5
Customer service
5
Konsumentenverhalten
5
Kundenservice
5
Emotion
4
Beziehungsmarketing
3
India
3
Indien
3
Relationship marketing
3
USA
3
United States
3
Arbeitsverhalten
2
Auslandsverlagerung
2
Burnout
2
Dismissal
2
Kündigung
2
Offshoring
2
Stress
2
Work behaviour
2
Work stress
2
Americans
1
Amerikaner
1
Animal protection
1
Arbeitsbedingungen
1
Arbeitskräfte
1
Arbeitsleistung
1
Arbeitsmobilität
1
Arbeitsproduktivität
1
Arbeitszufriedenheit
1
Beschwerdemanagement
1
Büroberufe
1
China
1
Complaint management
1
Confidence
1
Dienstleistungsberufe
1
Dienstleistungsmarketing
1
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English
7
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Wilk, Steffanie L.
2
Ashill, Nicholas J.
1
Carruthers, Janet
1
Chan, Simon C. H.
1
Dean, Alison M.
1
Huang, Xu
1
Lam, Catherine K.
1
Rainnie, Al
1
Rod, Michel
1
Rothbard, Nancy P.
1
Sawyerr, Olukemi O.
1
Sharma, Piyush
1
Srinivas, Shanthi
1
Thirkell, Peter
1
Wang, Sijun
1
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Academy of Management journal : AMJ
Employment relationships : new models of white-collar work
The journal of services marketing
The service industries journal
4
Manufacturing & service operations management : M & SOM
3
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
3
Journal of service research : JSR
2
Management science : journal of the Institute for Operations Research and the Management Sciences
2
Managing service quality : MSQ ; an international journal
2
Academic journal of economic studies
1
Achieving competitive advantage through quality management
1
Beiträge zum 16. Interuniversitären Doktorandenseminar Wirtschaftsinformatik (IDS 2012)
1
Beiträge zur Dienstleistungsmarketing-Forschung : aktuelle Forschungsfragen und Forschungsergebnisse ; [14. Workshop Dienstleistungsmarketing 2010]
1
Business process management journal
1
Developments in the call centre industry : analysis, changes, and challenges
1
Dienstleistungsmarketing : Impulse für Forschung und Management ; [Workshop Dienstleistungsmarketing im November 2003]
1
Gabler Edition Wissenschaft / Marketing und Innovationsmanagement
1
Global journal of business management : GJBM
1
Global journal of business research : GJBR
1
Information and organization
1
International journal of business excellence
1
International journal of enterprise information systems : IJEIS ; an official publication of the Information Resources Management Association
1
International journal of hospitality management
1
International journal of internet and enterprise management : IJIEM
1
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
1
International journal of production research
1
International journal of quality & reliability management
1
International journal of quality and service sciences
1
International journal of revenue management : IJRM
1
International journal of services and operations management
1
International journal of services, economics and management
1
International public management journal
1
Journal of business research : JBR
1
Journal of customer behaviour
1
Journal of global marketing
1
Journal of marketing research : JMR
1
Journal of service management
1
Journal of service theory and practice : JSTP
1
Journal of strategic marketing
1
Journal of the Operational Research Society : OR
1
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ECONIS (ZBW)
7
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date (oldest first)
1
The threshold effect of participative leadership and the role of leader information sharing
Lam, Catherine K.
;
Huang, Xu
;
Chan, Simon C. H.
- In:
Academy of Management journal : AMJ
58
(
2015
)
3
,
pp. 836-855
Persistent link: https://www.econbiz.de/10011336978
Saved in:
2
Offshore outsourcing of customer services : boon or bane?
Sharma, Piyush
- In:
The journal of services marketing
26
(
2012
)
5
,
pp. 352-364
Persistent link: https://www.econbiz.de/10009629142
Saved in:
3
Waking up on the right or wrong side of the bed : start-of-workday mood, work events, employee affect, and performance
Rothbard, Nancy P.
;
Wilk, Steffanie L.
- In:
Academy of Management journal : AMJ
54
(
2011
)
5
,
pp. 959-980
Persistent link: https://www.econbiz.de/10009407907
Saved in:
4
Job resourcefulness, symptoms of burnout and service recovery performance : an examination of call centre frontline employees
Ashill, Nicholas J.
;
Rod, Michel
;
Thirkell, Peter
; …
- In:
The journal of services marketing
23
(
2009
)
5
,
pp. 338-350
Persistent link: https://www.econbiz.de/10009525730
Saved in:
5
Frontline employees' views on organizational factors that affect the delivery of service quality in call centers
Dean, Alison M.
;
Rainnie, Al
- In:
The journal of services marketing
23
(
2009
)
5
,
pp. 326-337
Persistent link: https://www.econbiz.de/10009525733
Saved in:
6
Call
center
employee personality factors and service performance
Sawyerr, Olukemi O.
;
Srinivas, Shanthi
;
Wang, Sijun
- In:
The journal of services marketing
23
(
2009
)
5
,
pp. 301-317
Persistent link: https://www.econbiz.de/10009525736
Saved in:
7
In the pursuit of quality and quantity : the competing demands in call centers
Wilk, Steffanie L.
- In:
Employment relationships : new models of white-collar work
,
(pp. 112-141)
.
2008
Persistent link: https://www.econbiz.de/10003711177
Saved in:
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