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  • Search: subject:"Call Center"
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Year of publication
Subject
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Callcenter 787 Call centre 756 Call Center 184 USA 132 United States 130 Deutschland 113 Germany 102 Beziehungsmarketing 94 Relationship marketing 94 India 79 Indien 78 Theorie 78 Theory 75 Kundenservice 73 Customer service 72 Unternehmen 71 Outsourcing 67 Arbeitsbedingungen 58 Dienstleistungsqualität 56 Service quality 56 Arbeitszufriedenheit 53 Warteschlangentheorie 48 Job satisfaction 46 Management 46 Human Resource Management 45 Personalmanagement 45 Queueing theory 44 Working conditions 43 Personaleinsatzplanung 30 Großbritannien 29 Customer satisfaction 28 Kundenzufriedenheit 28 United Kingdom 28 Arbeitsorganisation 27 Australia 27 Australien 27 Crew scheduling 26 Arbeitsproduktivität 25 Call center 25 Labour productivity 25
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Online availability
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Free 170 Undetermined 117
Type of publication
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Article 607 Book / Working Paper 408 Journal 8 Other 3
Type of publication (narrower categories)
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Article in journal 419 Aufsatz in Zeitschrift 419 Aufsatz im Buch 134 Book section 134 Graue Literatur 77 Non-commercial literature 77 Working Paper 65 Arbeitspapier 58 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 Government document 5 Advisory report 4 Collection of articles written by one author 4 Guidebook 4 Gutachten 4 Ratgeber 4 Sammlung 4 Article 3 Bibliographie 3 Conference proceedings 2 Glossar enthalten 2 Glossary included 2 Wörterbuch 2 Bibliografie enthalten 1 Bibliography included 1 Company information 1 Conference paper 1 Erlebnisbericht 1 Firmeninformation 1 Forschungsbericht 1 Kartenmaterial 1 Konferenzbeitrag 1
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Language
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English 655 German 304 Undetermined 56 French 5 Italian 3 Spanish 3 Russian 1 Swedish 1
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Author
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Doellgast, Virginia 14 Weinkopf, Claudia 13 D'Cruz, Premilla 12 Burgess, John 11 Connell, Julia 11 Holtgrewe, Ursula 11 Noronha, Ernesto 11 Sauermann, Jan 10 Stolletz, Raik 10 Gans, Noah 9 Helber, Stefan 9 Mirchandani, Kiran 9 Schietinger, Marc 9 Taylor, Phil 9 Russell, Bob 8 Bhulai, Sandjai 7 Bittner, Susanne 7 Grip, Andries de 7 Menzler-Trott, Eckart 7 Shen, Haipeng 7 Wieland, Rainer 7 Abdullateef, Aliyu Olayemi 6 Akşin, Zeynep 6 Aparicio-Valverde, Mireia 6 Batt, Rosemary L. 6 Hannif, Zeenobiyah 6 Holst, Hajo 6 Jouini, Oualid 6 Koole, Ger M. 6 Köller, Frank 6 L'Ecuyer, Pierre 6 Scholarios, Dora 6 Scupin, Yvonne 6 Shumsky, Robert A. 6 Breitner, Michael H. 5 Burmann, Christoph 5 Chang, Tom 5 Coussement, Kristof 5 Cueni, Reto 5 Dallery, Yves 5
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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 Center for Latin America <Milwaukee, Wis.> 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 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 14 New technology, work and employment 13 Sozialforschungsstelle Dortmund - Publikationen 13 Management science : journal of the Institute for Operations Research and the Management Sciences 12 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 The international journal of human resource management 10 Borders in service : enactments of nationhood in transnational call centres 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 European journal of operational research : EJOR 8 Fachhochschule Gelsenkirchen, Institut Arbeit und Technik - Publikationen 8 Human relations 8 Journal of vocational behavior 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 ILR review : the journal of work and policy 7 OR spectrum : quantitative approaches in management 7 Work, employment & society : a journal of the British Sociological Association 7 Academy of Management journal : AMJ 6 Journal of business research : JBR 6 Working paper / National Bureau of Economic Research, Inc. 6 Discussion paper series / IZA 5 Evaluation und Transfersicherung betrieblicher Trainings : Modelle, Methoden und Befunde 5 Journal of career development 5 Manufacturing & Service Operations Management 5 NBER working paper series 5 Production and operations management : an international journal of the Production and Operations Management Society 5 RKW Rationalisierungs- und Innovationszentrum der deutschen Wirtschaft e.V. - Publikationen 5 The journal of industrial relations : the journal of the Industrial Relations Society of Australia 5 Employee relations 4 Industrial relations : a journal of economy & society 4 Industrial relations journal 4 International journal of production economics 4 International journal of services and operations management 4 Managing service quality : MSQ ; an international journal 4 Omega : the international journal of management science 4 Schriftenreihe innovatives Dienstleistungsmanagement 4 The journal of services marketing 4
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Source
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ECONIS (ZBW) 800 USB Cologne (EcoSocSci) 116 USB Cologne (business full texts) 49 RePEc 45 EconStor 10 BASE 6
Showing 1 - 10 of 1,026
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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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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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Community call: learning for the future
McGauran, Anne Marie - 2021
Persistent link: https://www.econbiz.de/10012797974
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For better, or for worse? : making a career pivot to pursue a calling
Weisman, Hannah Pauline - 2021
Persistent link: https://www.econbiz.de/10013173810
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Call me maybe : methods and practical implementation of artificial intelligence in call center arrivals' forecasting
Albrecht, Tobias; Rausch, Theresa Maria; Derra, … - In: Journal of business research : JBR 123 (2021), pp. 267-278
Persistent link: https://www.econbiz.de/10012430508
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Non-answers during Conference Calls
Gow, Ian D. - 2020
We construct a novel measure of disclosure choice by firms. Our measure is computed using linguistic analysis of conference calls to identify whether a manager's response to an analyst question is a “non-answer.” Using our measure, about 11% of analyst questions elicit non-answers from...
Persistent link: https://www.econbiz.de/10012850496
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Call Center Service Level : A Customer Experience Model From Bench-Marking and Multivariate Analysis
Marco, Colin - 2020
Objective: This paper aims to study the experience of call center service customers from the academic and corporate …'s perceptive of internal corporate operations and key performance indicators established in a call center's balanced scorecard. It … under study for evaluating the quality of customer interaction when a customer reaches a customer service's call center …
Persistent link: https://www.econbiz.de/10012828094
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Workplace knowledge flows
Sandvik, Jason; Saouma, Richard; Seegert, Nathan; … - 2020
Persistent link: https://www.econbiz.de/10012180327
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Understanding Customers Retrial in Call Centers : Preferences for Service Quality and Service Speed
Hu, Kejia - 2020
Persistent link: https://www.econbiz.de/10012855142
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You stay home, but we can't : invisible "dirty" work as calling amid COVID-19 pandemic
Sharma, Dheeraj P.; Ghosh, Koustab; Mishra, Madhurima; … - In: Journal of vocational behavior 132 (2022), pp. 1-18
Persistent link: https://www.econbiz.de/10013173535
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