Search Results - subject_exact:"Call Center"

Multiple seasonal autoregressive integrated moving average models

Lisi, Francesco; Grigoletto, Matteo - In: Journal of forecasting 44 (2025) 6, pp. 2037-2052

Persistent link: https://www.econbiz.de/10015464756

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

With the increasing complexity and dynamism of the modern work experience, the importance of the psychological contract has become increasingly clear. Organizations and researchers alike have recognized the implications of this contract for employee performance, satisfaction and well-being....

Persistent link: https://www.econbiz.de/10014285411

The influence of emotions and communication style on customer satisfaction and recommendation in a call center context : an NLP-based analysis

De Cleen, Thomas; Baecke, Philippe; Goedertier, Frank - In: Journal of business research : JBR 189 (2025), pp. 1-24

Persistent link: https://www.econbiz.de/10015416536

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

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

Purpose - The aim of this paper was to empirically examine the impact of work motivation represented by introjected regulation on job satisfaction, which was illustrated by skill variety and task significance. This study was conducted relatedly to Moroccan call center operators, in the...

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

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

Key factors influencing long-term retention among Contact Centre employee in Malaysia : a Delphi method study

Subramaniam, S. Hemmah; Wider, Walton; Tanucan, Jem Cloyd M. - In: Cogent business & management 11 (2024) 1, pp. 1-21

Attrition is the biggest pain point in the contact-center industry across nations. Hence, it is important to study how to retain contact center employees. This study aimed to identify the key factors influencing long-term retention among contact center employees in Malaysia. The Delphi method...

Persistent link: https://www.econbiz.de/10015427326

Does career calling help manage intensified job demands and maintain good performance?

Mauno, Saija; Vianello, Michelangelo - In: Scandinavian journal of work and organizational … 9 (2024) 1, pp. 1-16

Persistent link: https://www.econbiz.de/10015613804

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