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This study investigates the role of employee engagement in the social exchange theory. The study examines the effects of High performance work practices (HPWPs) on service performance, moderated by employee engagement. Little attention has been given to understand the employee engagement on...

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Does customer relationship management influence call centre quality performance? : an empirical industry analysis

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Causes and preconditions for organisational commitment in knowledge work : a comparison of two expert organisations

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Inter-satisfaction between website and Automated Call Distribution (ACD) systems

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Contact centre service excellence : a proposed conceptual framework

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Customer acquisition, retention, and service access quality : optimal advertising, capacity level, and capacity allocation

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Having "a say" : forms of voice in Australian call centres

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Front-line employees' satisfaction in a call centre

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