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  • Search: subject:"Call Center"
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Year of publication
Subject
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Callcenter 1,020 Call centre 986 Call Center 184 Deutschland 130 Germany 119 India 114 Indien 113 Beziehungsmarketing 110 Relationship marketing 110 Theorie 97 Kundenservice 94 Theory 94 Customer service 93 Dienstleistungsqualität 85 Service quality 85 Outsourcing 79 Unternehmen 76 Arbeitsbedingungen 75 Arbeitszufriedenheit 75 Warteschlangentheorie 71 Job satisfaction 68 Queueing theory 67 Human Resource Management 63 Personalmanagement 63 USA 63 United States 60 Working conditions 60 Großbritannien 52 United Kingdom 51 Management 48 Customer satisfaction 47 Kundenzufriedenheit 47 Arbeitskräfte 43 Workforce 43 Australia 35 Australien 35 Consumer behaviour 32 Konsumentenverhalten 32 Arbeitsorganisation 31 Emotion 31
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Online availability
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Free 259 Undetermined 159
Type of publication
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Article 720 Book / Working Paper 520 Journal 7 Other 3
Type of publication (narrower categories)
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Article in journal 505 Aufsatz in Zeitschrift 505 Aufsatz im Buch 159 Book section 159 Graue Literatur 79 Non-commercial literature 79 Working Paper 66 Arbeitspapier 59 Hochschulschrift 43 Thesis 41 Collection of articles of several authors 21 Sammelwerk 21 Case study 20 Fallstudie 20 Aufsatzsammlung 12 Dissertation u.a. Prüfungsschriften 12 Konferenzschrift 8 Amtsdruckschrift 5 Article 5 Government document 5 Advisory report 4 Collection of articles written by one author 4 Guidebook 4 Gutachten 4 Ratgeber 4 Sammlung 4 Bibliographie 3 Conference paper 3 Konferenzbeitrag 3 Wörterbuch 3 Conference proceedings 2 Glossar enthalten 2 Glossary included 2 Reprint 2 Bibliografie enthalten 1 Bibliography included 1 Erlebnisbericht 1 Forschungsbericht 1 Kartenmaterial 1 Lehrbuch 1
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Language
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English 869 German 314 Undetermined 56 French 5 Italian 3 Spanish 3 Russian 1 Swedish 1
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Author
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Doellgast, Virginia 18 Connell, Julia 15 Taylor, Phil 15 Burgess, John 14 D'Cruz, Premilla 14 Noronha, Ernesto 14 Weinkopf, Claudia 14 Holtgrewe, Ursula 13 Russell, Bob 13 Jouini, Oualid 11 L'Ecuyer, Pierre 11 Sauermann, Jan 11 Mirchandani, Kiran 10 Scholarios, Dora 10 Stolletz, Raik 10 Gans, Noah 9 Helber, Stefan 9 Schietinger, Marc 9 Hannif, Zeenobiyah 8 Heinz, Matthias 8 Jeworrek, Sabrina 8 Koole, Ger M. 8 Kumar, Anuj 8 Mandelbaum, Avishai 8 Mertins, Vanessa 8 Schumacher, Heiner 8 Shumsky, Robert A. 8 Sutter, Matthias 8 Akşin, Zeynep 7 Bain, Peter 7 Bhulai, Sandjai 7 Bittner, Susanne 7 Dallery, Yves 7 Grip, Andries de 7 Menzler-Trott, Eckart 7 Pinker, Edieal J. 7 Scupin, Yvonne 7 Shen, Haipeng 7 Wieland, Rainer 7 Abdullateef, Aliyu Olayemi 6
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Institution
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Universität <Wuppertal> / Fachbereich Wirtschafts- und Sozialwissenschaften 7 National Bureau of Economic Research 5 Rationalisierungs- und Innovationszentrum der Deutschen Wirtschaft 5 Ecmc, Europäisches Zentrum für Medienkompetenz <Marl> 4 Call-Center-Forum Deutschland 3 Faculteit Economie en Bedrijfskunde, Universiteit Gent 3 Deutscher Direktmarketing-Verband 2 Institut Arbeit und Technik <Gelsenkirchen> 2 Institut für Wirtschaftsinformatik, Wirtschaftswissenschaftliche Fakultät 2 Mathematica Policy Research 2 Arbeiterwohlfahrt Bezirksverband Oberbayern 1 Bell Laboratories <Murray Hill, NJ> 1 Bergische Universität <Wuppertal> / Lehrstuhl für Betriebswirtschaftslehre - Rechnergestütztes Controlling 1 Books on Demand GmbH <Norderstedt> 1 Bundesanstalt für Arbeitsschutz und Arbeitsmedizin 1 Centre Interuniversitaire de Recherche en Analyse des Organisations (CIRANO) 1 Conference Exploring the Dimensions of Self-Suffiency for New Brunswick <2008, Fredericton> 1 DEUTSCHE LEASING AG <BAD HOMBURG> 1 Deutschland / Bundesministerium für Wirtschaft und Technologie 1 Development Centre of the Organisation for Economic Co-operation and Development 1 Ecmc, Europäisches Zentrum für Medienkompetenz 1 Forschungs- und Beratungsstelle Arbeitswelt <Wien> 1 Fraunhofer-Institut für Arbeitswirtschaft und Organisation <Stuttgart> 1 Gottfried Wilhelm Leibniz Universität Hannover 1 INSEAD-Wharton Alliance Center for Global Research & Development 1 INTARGIA Managementberatung GmbH 1 Initiative Neue Qualität der Arbeit 1 Innovationsforum <Berufsverband Information Bibliothek> <2000, Leipzig> 1 Institut Arbeit und Technik 1 Institut für Arbeitswissenschaft, Fabrikautomatisierung und Fabrikbetrieb <Magdeburg> / Abteilung Arbeitswissenschaft und Arbeitsgestaltung 1 Institut für Technikfolgen-Abschätzung (ITA), Österreichische Akademie der Wissenschaften 1 KGSt <Köln> 1 MMB - Michel Medienforschung und Beratung 1 New Brunswick and Atlantic Studies Research and Development Centre <Fredericton> 1 Nordrhein-Westfalen / Ministerium für Wirtschaft und Mittelstand, Energie und Verkehr 1 O. E. C. D. Development Centre 1 Prospektiv GmbH <Dortmund> 1 RWI - Leibniz-Institut für Wirtschaftsforschung 1 Southern Agricultural Economics Association - SAEA 1 Springer International Publishing 1
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Published in...
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Manufacturing & service operations management : M & SOM 19 Management science : journal of the Institute for Operations Research and the Management Sciences 16 New technology, work and employment 15 Sozialforschungsstelle Dortmund - Publikationen 13 European journal of operational research : EJOR 11 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 Management Science 11 Production and operations management : an international journal of the Production and Operations Management Society 10 The international journal of human resource management 10 Work, employment & society : a journal of the British Sociological Association 10 Borders in service : enactments of nationhood in transnational call centres 9 Developments in the call centre industry : analysis, changes, and challenges 9 European journal of industrial relations 9 International employment relations review 9 Call-Center erfolgreich outsourcen : [die Arbeit mit Dienstleistern planen, umsetzen, steuern und evaluieren ; Praxishandbuch] 8 Fachhochschule Gelsenkirchen, Institut Arbeit und Technik - Publikationen 8 OR spectrum : quantitative approaches in management 8 Operations research 8 SpringerLink / Bücher 8 The journal of industrial relations : the journal of the Industrial Relations Society of Australia 8 The journal of services marketing 8 The next available operator : managing human resources in Indian business process outsourcing industry 8 Arbeits- und Organisationspsychologie an der Bergischen Universität Wuppertal - Publikationen 7 Human relations 7 ILR review : the journal of work and policy 7 Academy of Management journal : AMJ 6 Journal of business research : JBR 6 Journal of vocational behavior 6 Computers & operations research : and their applications to problems of world concern ; an international journal 5 Discussion paper series / IZA 5 Employee relations 5 Evaluation und Transfersicherung betrieblicher Trainings : Modelle, Methoden und Befunde 5 International journal of production economics 5 Managing service quality : MSQ ; an international journal 5 Manufacturing & Service Operations Management 5 NBER working paper series 5 RKW Rationalisierungs- und Innovationszentrum der deutschen Wirtschaft e.V. - Publikationen 5 SA journal of human resource management : SAJHRM 5 The service industries journal 5 Working paper / National Bureau of Economic Research, Inc. 5
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Source
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ECONIS (ZBW) 1,022 USB Cologne (EcoSocSci) 116 USB Cologne (business full texts) 49 RePEc 45 EconStor 12 BASE 6
Showing 1 - 10 of 1,250
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Psychological contracts and organizational commitment : the positive impact of relational contracts on call center operators
Fantinelli, Stefania; Galanti, Teresa; Guidetti, Gloria; … - In: Administrative Sciences : open access journal 13 (2023) 4, pp. 1-14
call center employees. By conducting a cross-sectional study involving 201 call center employees working in-person and … implications for the call center work environment. Our findings revealed that a transactional psychological contract has a negative … towards these organizations. To promote healthy work relationships and well-being among call center employees, we suggest the …
Persistent link: https://www.econbiz.de/10014285411
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Discrete event simulation model performed with data analytics for a call center optimization
Serper, Nisan Güniz; Şen, Elif; Uslu, Banu Çalış - In: Istanbul business research 51 (2022) 1, pp. 189-208
agents and customer prioritization needed for a call center system using big data analytics and discrete event simulations to … improve customer satisfaction. The study was carried out based on data from a leading heating and ventilation company’s call … center. The K-means clustering technique was used to determine customer segmentation on 6-million-customer data. For …
Persistent link: https://www.econbiz.de/10013253138
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Beyond the beaten paths of forecasting call center arrivals : on the use of dynamic harmonic regression with predictor variables
Rausch, Theresa; Albrecht, Tobias; Baier, Daniel - In: Journal of business economics : JBE 92 (2022) 4, pp. 675-706
Persistent link: https://www.econbiz.de/10013438855
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Emotional dissonance, job stress, and intrinsic motivation of married women working in call centers : the roles of work overload and work-family conflict
Jeon, Moo-Kyeong; Yoon, Hyun Joong; Yang, Yuha - In: Administrative Sciences : open access journal 12 (2022) 1, pp. 1-19
This research was designed to test and extend the model of emotional dissonance. Previous models of emotional dissonance, such as the Job Demand-Resource (JD-R) and the Stress-Strain-Outcome (SSO) models, are limited in that they do not account for the influences of work and work-family-related...
Persistent link: https://www.econbiz.de/10012817782
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"Whose call?" : the conflict between tradition-based and expressivist accounts of calling
Wightman, Sally; Potts, Garrett W.; Beadle, Ron - In: Journal of business ethics 183 (2023) 4, pp. 947-962
Persistent link: https://www.econbiz.de/10014286226
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Changes in nurses' sense of calling during the COVID-19 pandemic : a qualitative study
Uzunbacak, Hasan Huseyin; Yastıoğlu, Seher; Dik, Bryan J. - In: Journal of career development 50 (2023) 3, pp. 709-726
Persistent link: https://www.econbiz.de/10014295583
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A structural equation modelling evaluation of antecedents and interconnections of call centre agents' intention to quit
Iwu, Chux Gervase; Opute, Abdullah Promise; … - In: Journal of risk and financial management : JRFM 14 (2021) 4, pp. 1-21
the case because a call center agent’s demeanor can impair or engender customer satisfaction, which has ramifications for … business patronage. Unfortunately, the pressures associated with the role of the call center agent have made staff attrition a … norm in the industry. While this does not augur well for the call center or the organizations that they serve, the role of …
Persistent link: https://www.econbiz.de/10012522259
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Optimally scheduling heterogeneous impatient customers
Bassamboo, Achal; Randhawa, Ramandeep; Wu, Chenguang Allen - In: Manufacturing & service operations management : M & SOM 25 (2023) 3, pp. 1066-1080
Persistent link: https://www.econbiz.de/10014302836
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A logistic regressionand linear programming approach for multi-skill staffing optimization in call centers
Thuy Anh Ta; Mai Tien; Bastin, Fabian; L'Ecuyer, Pierre - 2022
Persistent link: https://www.econbiz.de/10013279842
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Machbarkeitsstudie für ein Forschungsvorhaben Sonn- und Feiertagsarbeit in sog. Callcentern : Endbericht : Gutachten im Auftrag des Bundesministerium für Arbeit und Soziales (BMAS)...
Breidenbach, Philipp; Dehos, Fabian; Fehn, Rebecca; … - RWI - Leibniz-Institut für Wirtschaftsforschung - 2022
Persistent link: https://www.econbiz.de/10013266290
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