This paper explains the leveraging of affective commitment among call centre front-line employees through the improvement of service operations design in a manufacturing enterprise through systems thinking approach. A case study was carried out using face-to-face interviews, structured...

The concept of postponement has a long history of academic literature and practical applications. The recent literature has also well documented that the need for postponement is driven by today's market and business environment. However, its applications are still not as widespread as expected....