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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

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

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

Stressful demands or helpful guidance? : the role of display rules in Indian call centers

Little, Laura M.; Nelson, Debra L.; Quade, Matthew J.; … - In: Journal of vocational behavior 79 (2011) 3, pp. 724-733

Persistent link: https://www.econbiz.de/10009406757

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

An ample repertoire of leadership behaviors available to the manager is expected to guarantee his/her effectiveness transcending situations, but research in the call-center context has identified a specific form of effective supervision: people-oriented leadership. The purpose of this paper is...

Persistent link: https://www.econbiz.de/10011897079