Purpose: This study aimed to identify the structural relationships among the self-efficacy, job satisfaction, organizational commitment, and customer orientation of travel agency employees in Seoul, Korea. Design/methodology/approach: Questionnaires were distributed to 250 potential respondents...

Call centers play a significant role in the operational dynamics of different types of businesses. This is especially the case because a call center agent’s demeanor can impair or engender customer satisfaction, which has ramifications for business patronage. Unfortunately, the pressures...