Design vs practice : how problematic call routing and rerouting restructures the call centre service system
Benjamin Ellway (Faculty of Business, Government, and Law, University of Canberra, Canberra, Australia)
| Year of publication: |
2016
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| Authors: | Ellway, Benjamin |
| Published in: |
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA. - Bingley : Emerald, ISSN 0144-3577, ZDB-ID 762449-9. - Vol. 36.2016, 4, p. 408-428
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| Subject: | Call centres | IVR system | Behavioural operations | Call routing | Customer contract | Service system design | Callcenter | Call centre | Beziehungsmarketing | Relationship marketing | Tourenplanung | Vehicle routing problem | Dienstleistungsmanagement | Service management | Kundenservice | Customer service | Dienstleistungsqualität | Service quality | Warteschlangentheorie | Queueing theory |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/IJOPM-11-2013-0487 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011565373