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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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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
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In search of a Star Treck Affective State
Jelen, Jonathan; Brocato, Billy; Schmidt, Thomas M.; … - In: Organizational integration of enterprise systems and …, (pp. 42-59). 2012
Persistent link: https://www.econbiz.de/10009675012
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Taylorisme et management en Suisse romande (1917 - 1950)
Leimgruber, Matthieu - 2001
Persistent link: https://www.econbiz.de/10001638347
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Ambiguous professionalism: managing eficiency and service quality in an Israeli call centre
Raz, Aviad E.; Blank, Elad - In: New technology, work and employment 22 (2007) 1, pp. 83-96
Persistent link: https://www.econbiz.de/10003434736
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Understanding management control systems in call centers
Desai, Renu - In: The international journal of productivity and … 59 (2010) 8, pp. 792-810
Persistent link: https://www.econbiz.de/10008778199
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Pratiques de gestion des ressources humaines et performance commerciale : le cas d'un centre d'appels
Charles-Pauvers, Brigitte; Urbain, Caroline; Le … - In: Revue française de gestion : hommes et techniques 33 (2007) 176, pp. 15-33
Persistent link: https://www.econbiz.de/10003582523
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Emotion in a call centre SME : a case study of positive emotion management
Koskina, Aikaterini; Keithley, Don - In: European management journal 28 (2010) 3, pp. 208-219
Persistent link: https://www.econbiz.de/10003986718
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The joint effect of leader-member exchange and emotional intelligence on burnout and work performance in call centers in China
Huang, Xu; Chan, Simon C. H.; Lam, Wing; Nan, Xinsheng - In: The international journal of human resource management 21 (2010) 7/9, pp. 1124-1144
Persistent link: https://www.econbiz.de/10008649910
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Cornered by conning : agents' experiences of closure of a call centre in India
D'Cruz, Premilla; Noronha, Ernesto - In: The international journal of human resource management 23 (2012) 5, pp. 1019-1039
Persistent link: https://www.econbiz.de/10009510242