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Zwischen Kundenorientierung und organisatorischer Effizienz : Callcenter als Grenzstellen
Holtgrewe, Ursula; Kerst, Christian - In: Soziale Welt : SozW ; Zeitschrift für … 53 (2002) 2, pp. 141-159
Persistent link: https://www.econbiz.de/10001697944
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Call centre work : Taylorism with a facelift
Sinha, Shuchi; Gabriel, Yiannis - In: Re-tayloring management : scientific management a century on, (pp. 87-103). 2013
Persistent link: https://www.econbiz.de/10009743533
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Evolution of management thought : critical perspectives on business and management
Bedeian, Arthur G. (contributor) - 2012
Persistent link: https://www.econbiz.de/10009315451
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Managerismus : Unternehmensführung in Not
Hoefle, Manfred; Hoefle, Manfred J. - 2010 - 1. Aufl.
Persistent link: https://www.econbiz.de/10008669681
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Managing identity and resistance : making critical sense of call centre management
Carroll, Wendy R.; Mills, Jean Helms; Mills, Albert J. - In: Revue Gestion 2000 : management & prospective 25 (2008) 6, pp. 57-81
Persistent link: https://www.econbiz.de/10003792573
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Love will tear us apart : transformational leadership and love in a call centre
Bramming, Pia; Johnsen, Rasmus - In: European journal of international management : EJIM 5 (2011) 1, pp. 80-95
Persistent link: https://www.econbiz.de/10008825729
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Voices from higher up the ladder : exploring the team leader role in call centres
McDonnell, Anthony; Connell, Julia; Hannif, Zeenobiyah; … - In: New technology, work and employment 28 (2013) 2, pp. 145-159
Persistent link: https://www.econbiz.de/10010210501
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Enabling customer satisfaction in call center teams : the role of transformational leadership in the service-profit chain
Cavazotte, Flavia; Moreno, Valter; Lasmar, Luis Cesar Chehab - In: The service industries journal 40 (2020) 5/6, pp. 380-393
Persistent link: https://www.econbiz.de/10012208562
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The role of transformational leadership in the mental health and job performance of employees with disabilities
Kensbock, Julia M.; Boehm, Stephan A. - In: The international journal of human resource management 27 (2016) 13/14, pp. 1580-1609
Persistent link: https://www.econbiz.de/10011635555
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Supervisor's behavioral complexity: ineffective in the call center
León, Federico R.; Burga-León, Andrés; Morales, Oswaldo - In: The international journal of business science & applied … 12 (2017) 1, pp. 29-43
transcending situations, but research in the call-center context has identified a specific form of effective supervision: people … findings are consistent with the call-center literature, suggest important boundaries to the concept of manager behavioral …
Persistent link: https://www.econbiz.de/10011897079