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Year of publication
Subject
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Callcenter 931 Call centre 890 Deutschland 124 Germany 114 Beziehungsmarketing 103 Call Center 102 Relationship marketing 102 India 101 Indien 101 Theorie 90 Theory 89 Customer service 84 Kundenservice 84 Dienstleistungsqualität 73 Service quality 73 Unternehmen 73 Outsourcing 70 Warteschlangentheorie 66 Queueing theory 65 Arbeitszufriedenheit 63 Arbeitsbedingungen 61 USA 61 Job satisfaction 59 United States 58 Human Resource Management 56 Personalmanagement 56 Working conditions 53 Customer satisfaction 44 Kundenzufriedenheit 44 Management 44 Großbritannien 38 United Kingdom 37 Arbeitskräfte 36 Workforce 36 Australia 29 Australien 29 Emotion 29 Arbeitsproduktivität 27 Employee retention 27 Mitarbeiterbindung 27
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Online availability
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Undetermined 131 Free 103
Type of publication
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Article 658 Book / Working Paper 370 Journal 7
Type of publication (narrower categories)
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Article in journal 495 Aufsatz in Zeitschrift 495 Aufsatz im Buch 158 Book section 158 Graue Literatur 79 Non-commercial literature 79 Working Paper 62 Arbeitspapier 59 Hochschulschrift 43 Thesis 39 Collection of articles of several authors 21 Sammelwerk 21 Case study 20 Fallstudie 20 Aufsatzsammlung 12 Dissertation u.a. Prüfungsschriften 11 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 Conference paper 3 Konferenzbeitrag 3 Wörterbuch 3 Conference proceedings 2 Glossar enthalten 2 Glossary included 2 Reprint 2 Article 1 Bibliografie enthalten 1 Bibliographie 1 Bibliography included 1 Company information 1 Erlebnisbericht 1 Firmeninformation 1 Forschungsbericht 1
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Language
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English 752 German 260 Undetermined 15 French 4 Italian 3 Russian 1 Spanish 1 Swedish 1
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Author
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Connell, Julia 15 Doellgast, Virginia 15 Burgess, John 13 D'Cruz, Premilla 12 Noronha, Ernesto 12 Sauermann, Jan 12 Holtgrewe, Ursula 11 Taylor, Phil 11 Jouini, Oualid 10 Mirchandani, Kiran 10 Russell, Bob 10 L'Ecuyer, Pierre 9 Gans, Noah 8 Hannif, Zeenobiyah 8 Heinz, Matthias 8 Jeworrek, Sabrina 8 Koole, Ger M. 8 Mertins, Vanessa 8 Schumacher, Heiner 8 Stolletz, Raik 8 Sutter, Matthias 8 Akşin, Zeynep 7 Grip, Andries de 7 Mandelbaum, Avishai 7 Menzler-Trott, Eckart 7 Scholarios, Dora 7 Shen, Haipeng 7 Abdullateef, Aliyu Olayemi 6 Aparicio-Valverde, Mireia 6 Batt, Rosemary L. 6 Dallery, Yves 6 Emadi, Seyed Morteza 6 Helber, Stefan 6 Holst, Hajo 6 Ibrahim, Rouba 6 Kwon, Hyunji 6 Schümann, Florian 6 Tisson, Horst 6 Van Jaarsveld, Danielle 6 Weinkopf, Claudia 6
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Institution
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National Bureau of Economic Research 5 Ecmc, Europäisches Zentrum für Medienkompetenz <Marl> 4 Call-Center-Forum Deutschland 3 Deutscher Direktmarketing-Verband 2 Arbeiterwohlfahrt Bezirksverband Oberbayern 1 Bell Laboratories <Murray Hill, NJ> 1 Books on Demand GmbH <Norderstedt> 1 Bundesanstalt für Arbeitsschutz und Arbeitsmedizin 1 Conference Exploring the Dimensions of Self-Suffiency for New Brunswick <2008, Fredericton> 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 Fraunhofer-Institut für Arbeitswirtschaft und Organisation <Stuttgart> 1 Gottfried Wilhelm Leibniz Universität Hannover 1 INSEAD-Wharton Alliance Center for Global Research & Development 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 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 Springer International Publishing 1 The Wharton Financial Institutions Center 1 USA / General Accounting Office 1 United States / Congress / House / Committee on Ways and Means / Subcommittee on Oversight 1 Universität Flensburg 1 Universität Freiburg <Schweiz> / Internationales Institut für Management in Telekommunikation 1 Universität Rostock / Lehrstuhl für Wirtschaftspädagogik 1 Vivento-Customer-Services <Bonn> 1 Workshop Arbeitsmarktpotentiale und Qualifizierungsanforderungen für Call-Center-Mitarbeiter <1997, Oberhausen, Rheinland> 1 Workshop Qualifizierung für den Call-Center-Markt <1998, Oberhausen> 1
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Published in...
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Manufacturing & service operations management : M & SOM 18 Management science : journal of the Institute for Operations Research and the Management Sciences 16 New technology, work and employment 15 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 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 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 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 NBER working paper series 5 SA journal of human resource management : SAJHRM 5 The service industries journal 5 Working paper / National Bureau of Economic Research, Inc. 5 Economic and industrial democracy : EID ; an international journal 4 Industrial relations : a journal of economy & society 4 Industrial relations journal 4 International journal of electronic customer relationship management : IJECRM 4 International journal of services and operations management 4 NBER Working Paper 4
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Source
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ECONIS (ZBW) 927 USB Cologne (EcoSocSci) 99 EconStor 5 RePEc 2 BASE 1 OLC EcoSci 1
Showing 1 - 10 of 1,035
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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 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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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
Optimization models enable organizations to find the best solution and respond to the demand from an uncertain environment and stochastic process promptly and with less engineering effort. This study aims to optimize the number of seasonal agents and customer prioritization needed for a call...
Persistent link: https://www.econbiz.de/10013253138
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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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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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Workplace Knowledge Flows
Sandvik, Jason; Saouma, Richard E.; Seegert, Nathan; … - 2022
What prevents the spread of information among coworkers, and which management practices facilitate workplace knowledge flows? We conducted a field experiment in a sales company, addressing these questions with three active treatments. (1) Encouraging workers to talk about their sales techniques...
Persistent link: https://www.econbiz.de/10013322227
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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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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
Call centers play a significant role in the operational dynamics of different types of businesses. This is especially the case because a call center agent’s demeanor can impair or engender customer satisfaction, which has ramifications for business patronage. Unfortunately, the pressures...
Persistent link: https://www.econbiz.de/10012522259
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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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Workplace Knowledge Flows
Sandvik, Jason - 2020
What prevents the spread of information among coworkers, and which management practices facilitate workplace knowledge flows? We conducted a field experiment in a sales company, addressing these questions with three active treatments. (1) Encouraging workers to talk about their sales techniques...
Persistent link: https://www.econbiz.de/10012479184
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