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The effect of context-specific versus nonspecific subconscious goals on employee performance
Latham, Gary P.; Piccolo, Ronald F. - In: Human resource management 51 (2012) 4, pp. 511-523
Persistent link: https://www.econbiz.de/10009613344
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Managing retention in service relationships
Aflaki, Sam; Popescu, Ioana - 2013 - Rev. vers. of 2012/42/DS
Persistent link: https://www.econbiz.de/10009785999
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Who's on the line? : Indian call center agents pose as Americans for US-outsourced firms
Poster, Winifred R. - In: Industrial relations : a journal of economy & society 46 (2007) 2, pp. 271-304
Persistent link: https://www.econbiz.de/10003445210
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Offshore outsourcing of customer services : boon or bane?
Sharma, Piyush - In: The journal of services marketing 26 (2012) 5, pp. 352-364
Persistent link: https://www.econbiz.de/10009629142
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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
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A mathematical model for evaluating cross-sales policies in telephone service centers
Byers, Reynold E.; So, Kut C. - In: Manufacturing & service operations management : M & SOM 9 (2007) 1, pp. 1-8
Persistent link: https://www.econbiz.de/10003438311
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The role of strategic context, operational requirements, and work design in in-house call centres in the financial sector
Strandberg, Christer; Dalin, Rolf - In: Managing service quality : MSQ ; an international journal 20 (2010) 6, pp. 544-564
Persistent link: https://www.econbiz.de/10008778608
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German call centres between service orientation an efficiency : "the polyphony of telephony"
Weinkopf, Claudia - In: Developments in the call centre industry : analysis, …, (pp. 58-74). 2006
Persistent link: https://www.econbiz.de/10003393916
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A comparison of competing structural models in call centres : prospects for value creation
Jaaron, Ayham A. M.; Backhouse, Chris J. - In: International journal of services and operations management 10 (2011) 3, pp. 294-315
Persistent link: https://www.econbiz.de/10009376035
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Design vs practice : how problematic call routing and rerouting restructures the call centre service system
Ellway, Benjamin - In: International journal of operations & production … 36 (2016) 4, pp. 408-428
Persistent link: https://www.econbiz.de/10011565373