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Job design : from top-down managerial control to bottom-up "job crafting"

Evans, Christina - In: Re-tayloring management : scientific management a century on, (pp. 167-186). 2013

Persistent link: https://www.econbiz.de/10009743500

Bringing avoidance and anxiety to the job : attachment style and instrumental helping behavior among co-workers

Geller, Dvora; Bamberger, Peter A. - In: Human relations 62 (2009) 12, pp. 1803-1827

Persistent link: https://www.econbiz.de/10003916426

State mood, task performance, and behavior at work : a within-persons approach

Miner, Andrew G.; Glomb, Theresa M. - In: Organizational behavior and human decision processes : … 112 (2010) 1, pp. 43-57

Persistent link: https://www.econbiz.de/10003971706

Redefining professional : the case of India's call centre agents

D'Cruz, Premilla; Noronha, Ernesto - In: Handbook of research on knowledge-intensive organizations, (pp. 529-551). 2009

Persistent link: https://www.econbiz.de/10003964334

Daily customer mistreatment and employee sabotage against customers : examining emotion and resource perspectives

Wang, Mo; Liao, Hui; Zhan, Yujie; Shi, Junqi - In: Academy of Management journal : AMJ 54 (2011) 2, pp. 312-334

Persistent link: https://www.econbiz.de/10009156515

Does relational paradigm lead to staff commitment : evidence from Indian centres

Gaur, Sanjaya Singh; Goswami, Manish; Quazi, Ali - In: Journal for global business advancement : JGBA 7 (2014) 4, pp. 287-302

Persistent link: https://www.econbiz.de/10011280170

Psychological capital, job demands and organisational commitment of employees in a call centre in Durban, South Africa

Pillay, Kreshona; Buitendach, Johanna H.; Kanengoni, Herbert - In: SA journal of human resource management : SAJHRM 12 (2014) 1, pp. 249-261

Persistent link: https://www.econbiz.de/10011348645

Influence of customer verbal aggression on employee turnover intention

Li, Xiaoyan; Zhou, Erhua - In: Management decision : MD 51 (2013) 4, pp. 890-912

Purpose: To discover new explanatory variables for employee turnover in call centres, this study seeks to examine the impact of customer verbal aggression on employee turnover intention and the mediating role of employees' emotional exhaustion. Furthermore, it aims to analyse the moderating...

Persistent link: https://www.econbiz.de/10009755724

Generating sales while providing service : a study of customer service representatives' ambidextrous behavior

Jasmand, Claudia; Blazevic, Vera; Ruyter, Ko de - In: Journal of marketing 76 (2012) 1, pp. 20-37

Persistent link: https://www.econbiz.de/10009729595

The job demands-resources model of work engagement in South African call centres

Rensburg, Yolandi Janse van; Boonzaier, Billy; … - In: SA journal of human resource management : SAJHRM 11 (2013) 1, pp. 259-271

Persistent link: https://www.econbiz.de/10010385395

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