Exploring the influence of the human factor on customer satisfaction in call centres
Year of publication: |
2019
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Authors: | Chicu, Dorina ; Mar Pàmies, Maria del ; Ryan, Gerard ; Cross, Christine |
Published in: |
Business research quarterly : BRQ. - London : Sage Publishing, ISSN 2340-9444, ZDB-ID 2772827-4. - Vol. 22.2019, 2, p. 83-95
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Subject: | Call centres | Customer satisfaction | Exploratory | HRM | Callcenter | Call centre | Kundenzufriedenheit | Personalmanagement | Human Resource Management | Arbeitszufriedenheit | Job satisfaction | Kundenservice | Customer service |
Type of publication: | Article |
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Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
Language: | English |
Other identifiers: | 10.1016/j.brq.2018.08.004 [DOI] hdl:10419/261852 [Handle] |
Classification: | L20 - Firm Objectives, Organization, and Behavior. General ; M31 - Marketing ; M54 - Labor Management (team formation, worker empowerment, job design, tasks and authority, job satisfaction) |
Source: | ECONIS - Online Catalogue of the ZBW |
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