Search Results - subject:"call center."

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

Does call centers operators' introjected regulation impact their skill variety and task significance? : evidence from Morocco

Soulami, Marwa Belhaj; Loulidi, Sofia - In: Business, mangagement and economics engineering : BMEE 22 (2024) 1, pp. 174-192

to Moroccan call center operators, in the post-COVID-19 era in which motivational and satisfactory issues are still … was a quantitative one, based on the administration of a questionnaire to 158 call center operators, working in various …

Persistent link: https://www.econbiz.de/10015052653

A fast staffing algorithm for multistage call centers with impatient customers and time-dependent overflow

Manitz, Michael; Piehl, Marc-Philip - In: Central European journal of operations research 32 (2024) 3, pp. 763-791

Persistent link: https://www.econbiz.de/10014582854

Can customer arrival rates be modelled by sine waves?

Chen, Ningyuan; Gürlek, Ragıp; Lee, Donald K. K.; … - In: Service science 16 (2024) 2, pp. 70-84

Persistent link: https://www.econbiz.de/10014564195

The high costs of outsourcing : vendor errors, customer mistreatment, and well-being in call centers

O'Brady, Sean; Doellgast, Virginia; Blatter, David - In: Industrial relations : a journal of economy & society 63 (2024) 1, pp. 80-103

Persistent link: https://www.econbiz.de/10014483628

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

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

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

For telework, please dial 7 : qualitative study on the impacts of telework on the well-being of contact center employees during the COVID19 pandemic in Portugal

Santos, Reinaldo Sousa; Pereira, Sílvia dos Santos - In: Administrative Sciences : open access journal 13 (2023) 9, pp. 1-25

The COVID-19 pandemic has made teleworking a widespread form of work for contact center workers in Portugal, who are already used to work processes supported by technological platforms and digital workflows, but with little adherence to remote work. Deepening knowledge about the impact of...

Persistent link: https://www.econbiz.de/10014370546

Walking back to happiness : the resurgence of latent callings in later life

Sturges, Jane; Bailey, Catherine - In: Human relations : towards the integration of the social … 76 (2023) 8, pp. 1256-1284

Persistent link: https://www.econbiz.de/10014368812