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Labour & industry : a journal of the social and economic relations of work ; the journal of the Association of Industrial Relations Academics of Australia & New Zealand (AIRAANZ) (11)
International employment relations review (9)
New technology, work and employment (9)
Call-Center erfolgreich outsourcen : [die Arbeit mit Dienstleistern planen, umsetzen, steuern und evaluieren ; Praxishandbuch] (8)
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1
Book / Working Paper 		Awards at work
Year:                     
2012
Person:  Neckermann, Susanne; Cueni, Reto; Frey, Bruno S.
Publisher:  Mannheim : ZEW
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2
Article 		Identity on the line: constructing professional identity in a HR call centre
Year:                     
2011
Person:  Pritchard, Katrina; Symon, Gillian
Institution:  British Sociological Association
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3
Article 		Testing the performance of a new approach to measuring employee well-being
Year:                     
2011
Person:  Juniper, Bridget; Bellamy, Pat; White, Nicola
Published in:  Leadership & organization development journal ; 32
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4
Article 		The limits to workplace friendship : managerialist HRM and bystander behaviour in the context of workplace bullying
Year:                     
2011
Person:  D'Cruz, Premilla; Noronha, Ernesto
Published in:  Employee relations ; 33
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5
Article 		Exploring call center-enabled organizational mechanisms associated with combinative capabilities
Year:                     
2011
Person:  Chou, Tzu-chuan
Published in:  Management decision : the quarterly review of management technology ; 49
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6
Article 		Training is an investment with return in temporary workers : a social exchange perspective
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7
Journal 		Marktführer Call-Center : der Einkaufsführer für Contact-Center und CRM-Lösungen
Year:                     
2006 - 2011; 2006 - 2011
Publisher:  Hannover : Telepublic Verl.
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8
Article 		The service machine as a service operation framework
Year:                     
2011
Person:  Lillrank, Paul; Särkkä, Minni
Published in:  Strategic outsourcing : an International journal ; 4
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9
Article 		A strategic service quality framework using QFD
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10
Article 		Die Unternehmensreputation im Call Center Kontext aus Auftraggeberperspektive
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11
Article 		An employment systems approach to turnover : human resources practices, quits, dismissals, and performance
Year:                     
2011
Person:  Batt, Rosemary; Colvin, Alexander J. S.
Published in:  Academy of Management journal : AMJ ; 54
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12
Article 		Relationships between emotional labor, job performance, and turnover
Year:                     
2011
Person:  Goodwin, Robyn E.; Groth, Markus; Frenkel, Stephen J.
Published in:  Journal of vocational behavior ; 79
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13
Article 		A methodology for the implementation of lean thinking in manufacturing support services
Year:                     
2011
Person:  Jaaron, A.; Backhouse, C. J.
Published in:  International journal of services and operations management ; 9
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14
Article 		Healthier for whom? : technological service improvement in the healthcare industry
Year:                     
2011
Person:  Timmor, Yaron; Rymon, Talia; Gal, Tali
Published in:  The service industries journal ; 31
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15
Article 		Stressful demands or helpful guidance? : the role of display rules in Indian call centers
Year:                     
2011
Affiliated person:  Little, Laura M.; Nelson, Debra L.; Quade, Matthew J.; Ward, Andrew
Published in:  Journal of vocational behavior ; 79
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16
Article 		Waking up on the right or wrong side of the bed : start-of-workday mood, work events, employee affect, and performance
Year:                     
2011
Person:  Rothbard, Nancy P.; Wilk, Steffanie L.
Published in:  Academy of Management journal : AMJ ; 54
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17
Article 		An empirical investigation on factors influencing the adoption of mobile phone call centre sevices : an integrated model
Year:                     
2011
Person:  Wang, Kanliang; Bai, Yanli; Yue, Yanzhen
Published in:  International journal of internet and enterprise management : IJIEM ; 7
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18
Article 		Contact centers : tool for effective e-business
Year:                     
2011
Person:  Rijo, Rui
Published in:  Innovations in SMEs and conducting e-business : technologies, trends and solutions
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19
Book / Working Paper 		The role of peers in estimating tenure-performance profiles: evidence from personnel data
Year:                     
2011
Person:  Grip, Andries de; Sauermann, Jan; Sieben, Inge
Publisher:  Maastricht
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20
Article 		Daily customer mistreatment and employee sabotage against customers : examining emotion and resource perspectives
Year:                     
2011
Affiliated person:  Wang, Mo; Liao, Hui; Zhan, Yujie; Shi, Junqi
Published in:  Academy of Management journal : AMJ ; 54
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21
Article 		Perceived customer contact centre quality : conceptual foundation and scale development
Year:                     
2011
Person:  Dun, Zanna van; Bloemer, Josée; Henseler, Jörg
Published in:  The service industries journal ; 31
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22
Article 		Does internal brand management really drive brand commitment in shared-service call centers?
Year:                     
2011
Person:  Burmann, Christoph; König, Verena
Published in:  The journal of brand management : an international journal ; 18
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23
Book / Working Paper 		The role of peers in estimating tenure-performance profiles : evidence from personnel data
Year:                     
2011
Person:  Grip, Andries de; Sauermann, Jan; Sieben, Inge
Publisher:  Bonn : IZA
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24
Book / Working Paper 		The role of peers in estimating tenure-performance profiles : evidence from personnel data
Year:                     
2011
Person:  Grip, Andries de; Sauermann, Jan; Sieben, Inge
Publisher:  Maastricht : Maastricht Research School of Economics of Technology and Organizations
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25
Article 		A comparison of competing structural models in call centres : prospects for value creation
Year:                     
2011
Person:  Jaaron, Ayham; Backhouse, Chris
Published in:  International journal of services and operations management ; 10
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26
Article 		Beneath the glass ceiling : explaining gendered role segmentation in call centres
Year:                     
2011
Person:  Scholarios, Dora; Taylor, Phil
Published in:  Human relations ; 64
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27
Article 		HRM strength, situation strength and improvisation behavior
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28
Article 		Datenschutz im Callcenter
Year:                     
2011
Person:  Hrach, Christian; Alt, Rainer; Nöbel, Lars
Published in:  HMD : Praxis der Wirtschaftsinformatik ; 48
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29
Article 		An exploratory investigation into the hierarchical linkages between salespersons' sales call activities and customers' psychosocial benefits and terminal values
Year:                     
2011
Person:  Singh, Ramendra
Published in:  Journal of Indian business research ; 3
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30
Book / Working Paper 		Outsourcing a two-level service process
Year:                     
2011
Person:  Lee, Hsiao-hui; Pinker, Edieal J.; Shumsky, Robert A.
Publisher:  Rochester, NY : Simon Graduate School of Business, Univ. of Rochester
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31
Book / Working Paper 		Im Schatten des Marktes : Arbeit und Arbeitsbeziehungen in Callcentern
Year:                     
2011
Person:  Holst, Hajo
Publisher:  Frankfurt am Main [u.a.] : Campus-Verl.
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32
Article 		Learning and acting on customer information : a simulation-based demonstration on service allocations with offshore centers
Year:                     
2011
Person:  Sun, Baohong; Li, Shibo
Published in:  Journal of marketing research : JMR ; 48
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33
Article 		A framework for building competitive sectoral capabilities in developing countries
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34
Book / Working Paper 		Die Relevanz der Unternehmensreputation bei der Beschaffung von B2B-Dienstleistungen
Year:                     
2011
Person:  Bayer, Christopher
Publisher:  Hamburg : Kovač
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35
Article 		Practical scheduling for call center operations
Year:                     
2011
Person:  Dietz, Dennis C.
Published in:  Omega : the international journal of management science ; 39
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36
Article 		Incentive salience and improved performance
Year:                     
2011
Person:  Jeffrey, Scott A.; Adomdza, Gordon K.
Published in:  Human performance ; 24
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37
Article 		"Being yourself" in the electronic sweatshop : new forms of normative control
Year:                     
2011
Person:  Fleming, Peter; Sturdy, Andrew
Published in:  Human relations ; 64
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38
Article 		Information systems projects in contact centers
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39
Article 		Love will tear us apart : transformational leadership and love in a call centre
Year:                     
2011
Person:  Bramming, Pia; Johnsen, Rasmus
Published in:  European journal of international management : EJIM ; 5
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40
Article 		Herausforderungen an den Kundenservice durch Social Media : Ergebnisse einer Befragung von Führungskräften aus der Callcenter-Branche
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41
Article 		Systems thinking for call centre service design : affective commitment implications in manufacturing enterprises
Year:                     
2011
Person:  Jaaron, Ayham A. M.; Backhouse, Chris J.
Published in:  The service industries journal ; 31
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42
Article 		Realisierung von Cross-Selling Potenzialen durch das Management von kundeninitiierten Kontakten
Year:                     
2011
Affiliated person:  Heumann, Christian; Freudenschuss, Marion; Wangenheim, Florian von; Wübben, Markus
Published in:  Kundenmanagement
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43
Article 		Herausforderungen an den Kundenservice durch Social Media : Ergebnisse einer Befragung von Führungskräften aus der Callcenter Branche
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44
Article 		Mehrebenenperspektive bei der Institutionalisierung von mehr Servicequalität : Projekt D115
Year:                     
2011
Person:  Rauscher, Miriam; Vogel, Dominik; Reiners, Markus
Published in:  Verwaltung & Management : VM ; Zeitschrift für moderne Verwaltung ; 17
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45
Article 		Emotional dissonance in call centre work
Year:                     
2010
Person:  Wegge, Jürgen; Dick, Rolf van; Bernstorff, Christiane von
Published in:  Journal of managerial psychology ; 25
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46
Article 		Zappos's CEO on going to extremes for customers
Year:                     
2010
Person:  Hsieh, Tony
Published in:  Harvard business review : HBR ; 88
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47
Book / Working Paper 		Service- und Ereignisorientierung im Contact-Center : Entwicklung eines Referenzmodells zur Prozessautomatisierung
Year:                     
2010
Person:  Jobst, Daniel
Publisher:  Wiesbaden : Gabler
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48
Article 		The joint effect of leader-member exchange and emotional intelligence on burnout and work performance in call centers in China
Year:                     
2010
Affiliated person:  Huang, Xu; Chan, Simon C. H.; Lam, Wing; Nan, Xinsheng
Published in:  The international journal of human resource management ; 21
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49
Book / Working Paper 		Arbeiten im Callcenter : Service um jeden Preis ; Erfahrungsberichte und Organisationsmöglichkeiten
Year:                     
2010
Publisher:  Wien : ÖGB Verl.
Affiliated person:  Stern, Sandra
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50
Article 		"It's a people business" - wie intueri im Contact-Center Emotionen misst und steuert
Year:                     
2010
Person:  Meyer, Matthias
Published in:  Erfolgsfaktor Emotionalisierung : wie Unternehmen die Herzen der Kunden gewinnen
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