Dun, Zanna van; Bloemer, Josée; Henseler, Jörg - In: The Service Industries Journal 32 (2010) 2, pp. 171-196
To develop a comprehensive framework of dimensions of job quality in a customer contact centre (CCC), this study adopts the employee's perspective and proposes 12 dimensions. Previous studies suggest conceptualizations of the dimensions of job quality, but have failed to address the specific...