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The role of strategic context, operational requirements, and work design in in-house call centres in the financial sector
Strandberg, Christer; Dalin, Rolf - In: Managing service quality : MSQ ; an international journal 20 (2010) 6, pp. 544-564
Persistent link: https://www.econbiz.de/10008778608
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Call centres and incapacity benefit claimants in the North West of England : a study from the greater Manchester Area
Cabras, Ignazio - In: Economic and industrial democracy : EID ; an … 29 (2008) 2, pp. 249-273
Persistent link: https://www.econbiz.de/10003706937
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Employee perceptions of service quality in a call centre
Ramseook-Munhurrun, Prabha; Naidoo, Perunjodi; … - In: Managing service quality : MSQ ; an international journal 19 (2009) 5, pp. 541-557
Persistent link: https://www.econbiz.de/10009525069
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High commitment management practices re-examined : the case of Indian call centres
D’Cruz, Premilla; Noronha, Ernesto - In: Economic and industrial democracy : EID ; an … 33 (2012) 2, pp. 185-205
Persistent link: https://www.econbiz.de/10009620382
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The impact of call centre stressors on inbound and outbound call-centre agent burnout
Rod, Michel; Ashill, Nicholas J. - In: Managing service quality : MSQ ; an international journal 23 (2013) 3, pp. 245-264
Persistent link: https://www.econbiz.de/10009759412
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Is the quantity-quality trade-off in c all centres a false dichotomy?
Ellway, Benjamin Piers William - In: Managing service quality : MSQ ; an international journal 24 (2014) 3, pp. 230-251
Persistent link: https://www.econbiz.de/10010359567
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Moderating effects of supervisor support, monetary rewards, and career paths on the relationship between job burnout and turnover intentions in the context of call centers
Choi, Sujeong; Cheong, KiJu; Feinberg, Richard A. - In: Managing service quality : MSQ ; an international journal 22 (2012) 5, pp. 492-516
Persistent link: https://www.econbiz.de/10009681564
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Special issue on: Call centre jobs and regions in the new economy
Otter, Casten von (contributor) - 2001
Persistent link: https://www.econbiz.de/10001556196
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Call centres' employment practices in global value networks : a view from Argentina as a receiving economy
Bono, Andrea del; Gorjup, María Tatiana; Henry, Laura; … - In: Economic and industrial democracy : EID ; an … 34 (2013) 4, pp. 693-717
Persistent link: https://www.econbiz.de/10010212397