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Leveraging organizational tenure to improve service performance : the role of relational coordination among frontline service workers in China
Liu, Xiangmin; Zhang, Bulin; Zhang, Zhengtang - In: Asia Pacific business review 27 (2021) 5, pp. 690-709
Persistent link: https://www.econbiz.de/10012650340
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The role of job demands and emotional exhaustion in the relationship between customer and employee incivility
Van Jaarsveld, Danielle; Walker, David D.; Skarlicki, … - In: Journal of management : JOM 36 (2010) 6, pp. 1486-1504
Persistent link: https://www.econbiz.de/10008701401
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Work organization, technology, and performance in customer service and sales
Batt, Rosemary L. - In: ILR review : the journal of work and policy 52 (1999) 4, pp. 539-564
Persistent link: https://www.econbiz.de/10001622246
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The quality of jobs in restaurants
Batt, Rosemary L.; Lakhani, Tashlin; Lee, Jae Eun; … - In: Creating good jobs : an industry-based strategy, (pp. 187-235). 2019
Persistent link: https://www.econbiz.de/10012228488
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Strategic segmentation in frontline services : matching customers, employees, and human resource systems
Batt, Rosemary - 2000
Persistent link: https://www.econbiz.de/10001601681
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Human resource management, service quality, and economic performance in call centers
Batt, Rosemary (contributor); Moynihan, Lisa M. (contributor) - 2004
Persistent link: https://www.econbiz.de/10002616895
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Work Organization, Technology, and Performance in Customer Service and Sales
Batt, Rosemary - 2008
The author analyzes the strengths and weaknesses of Total Quality Management and Self-Managed Teams, as compared to mass production approaches to service delivery, among customer service and sales workers in a large unionized regional Bell operating company. Participation in self-managed teams...
Persistent link: https://www.econbiz.de/10014045585