//--> //--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
~accessRights:"restricted"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: subject_exact:"Call center"
Narrow search
Delete all filters
| 1 applied filter
Year of publication
From:
To:
Subject
All
Callcenter
139
Call centre
137
Beziehungsmarketing
21
Relationship marketing
21
Arbeitszufriedenheit
20
Job satisfaction
20
Kundenservice
20
Customer service
19
Theorie
17
Theory
17
Queueing theory
16
Warteschlangentheorie
16
Call center
15
Customer satisfaction
15
India
15
Indien
15
Kundenzufriedenheit
15
Dienstleistungsqualität
14
Service quality
14
call center
12
Consumer behaviour
11
Konsumentenverhalten
11
Deutschland
10
Emotion
10
Arbeitskräfte
9
Forecasting model
9
Germany
9
Human Resource Management
9
Motivation
9
Outsourcing
9
Personalmanagement
9
Prognoseverfahren
9
Workforce
9
call centres
9
Arbeitspsychologie
8
Organizational psychology
8
call centers
8
Arbeitsbedingungen
7
Arbeitsmobilität
7
Labour mobility
7
more ...
less ...
Online availability
All
Undetermined
Free
193
Type of publication
All
Article
134
Book / Working Paper
22
Type of publication (narrower categories)
All
Article in journal
109
Aufsatz in Zeitschrift
109
Aufsatz im Buch
11
Book section
11
Arbeitspapier
6
Graue Literatur
6
Non-commercial literature
6
Working Paper
6
Conference paper
2
Hochschulschrift
2
Konferenzbeitrag
2
Aufsatzsammlung
1
Case study
1
Dissertation u.a. Prüfungsschriften
1
Fallstudie
1
Thesis
1
Wörterbuch
1
more ...
less ...
Language
All
English
127
German
15
Undetermined
14
Author
All
L'Ecuyer, Pierre
5
Emadi, Seyed Morteza
4
Legros, Benjamin
4
Bassamboo, Achal
3
Ibrahim, Rouba
3
Sauermann, Jan
3
Abdullateef, Aliyu Olayemi
2
Aktekin, Tevfik
2
Chambel, Maria José
2
Clinton, Michael
2
Connell, Julia
2
Conway, Neil
2
Debo, Laurens G.
2
Deshpande, Vinayak
2
Dik, Bryan J.
2
Golpelwar, Mayank Kumar
2
Heinz, Matthias
2
Holtgrewe, Ursula
2
Hudson, Sarah
2
Jeworrek, Sabrina
2
Jouini, Oualid
2
Mertins, Vanessa
2
O. Zeynep Ak\c{s}in
2
Rychalski, Aude
2
Scheller-Wolf, Alan
2
Schuhr, Roland
2
Schumacher, Heiner
2
Shen, Haipeng
2
Soyer, Refik
2
Stolletz, Raik
2
Sturges, Jane
2
Sutter, Matthias
2
Wang, Xiaofang
2
Aa, Zanna van der
1
Afèche, Philipp
1
Ahn, Jina
1
Akşin, Zeynep
1
Albrecht, Tobias
1
Alcover de la Hera, Carlos María
1
Alhakimi, Wail
1
more ...
less ...
Institution
All
Springer International Publishing
1
Published in...
All
SpringerLink / Bücher
10
Management Science
7
European journal of operational research : EJOR
5
Journal of business research : JBR
5
Management science : journal of the Institute for Operations Research and the Management Sciences
5
Manufacturing & service operations management : M & SOM
5
Operations research
5
Journal of vocational behavior
4
Springer eBook Collection / Business and Economics
4
Academy of Management journal : AMJ
2
Computers & operations research : and their applications to problems of world concern ; an international journal
2
Discussion paper / Centre for Economic Policy Research
2
Industrielle Beziehungen : Zeitschrift für Arbeit, Organisation und Management
2
International journal of contemporary hospitality management
2
International journal of production research
2
Internationale Wirtschaftspartner
2
Journal of economic behavior & organization : JEBO
2
Journal of global marketing
2
Journal of strategic marketing
2
Production and operations management : the flagship research journal of the Production and Operations Management Society
2
Service business
2
Technology mediated service encounters
2
The international journal of human resource management
2
Working paper / National Bureau of Economic Research, Inc.
2
Administrative science quarterly : ASQ
1
Advances in business and management forecasting
1
American economic journal : a journal of the American Economic Association
1
Analytical and stochastic modelling techniques
1
Asia Pacific journal of human resources : APJHR
1
Asia-Pacific Journal of Operational Research (APJOR)
1
Base of the Pyramid and Business Process Outsourcing Strategies : In the Age of SDGs
1
British journal of industrial relations : BJIR ; an international journal of employment relations
1
Discussion papers / CEPR
1
ERID working paper
1
Economic Research Initiatives at Duke (ERID) Working Paper
1
Economic and industrial democracy
1
Empirical economics : a journal of the Institute for Advanced Studies, Vienna, Austria
1
Employee relations
1
Employee voice at work
1
European Journal of Operational Research
1
more ...
less ...
Source
All
ECONIS (ZBW)
141
RePEc
14
USB Cologne (EcoSocSci)
1
Showing
1
-
50
of
156
Sort
Relevance
Date (newest first)
Date (oldest first)
1
A semiparametric Bayesian model for queueing arrival processes : an application to call centers
Kuzu, Kaan
;
Soyer, Refik
;
Tarimcilar, Murat T.
- In:
Production and operations management : the flagship …
32
(
2023
)
10
,
pp. 3266-3285
Persistent link: https://www.econbiz.de/10014430727
Saved in:
2
Sensegiving for organisational change in neglected workplaces : the case of Japanese call centres
Sato, Hidenori
;
Oki, Kiyohiro
- In:
International journal of organizational analysis
32
(
2024
)
3
,
pp. 565-579
Persistent link: https://www.econbiz.de/10014494624
Saved in:
3
Testing the stress‐strain‐outcome model in Philippines‐based call centers
Jabutay, Felicito Angeles
;
Sasithorn Suwandee
;
Jabutay, …
- In:
Journal of Asia Business Studies
17
(
2023
)
2
,
pp. 404-423
Persistent link: https://www.econbiz.de/10014335407
Saved in:
4
The burden and autonomy of women in the IT-BPO industry in Metropolitan Manila : under the COVID-19 pandemic
Ota, Makiko
- In:
Base of the Pyramid and Business Process Outsourcing …
,
(pp. 171-190)
.
2023
Persistent link: https://www.econbiz.de/10014245428
Saved in:
5
Voice-based AI in call center customer service : a natural field experiment
Wang, Lingli
;
Huang, Ni
;
Hong, Yili
;
Liu, Luning
;
Guo, …
- In:
Production and operations management : the flagship …
32
(
2023
)
4
,
pp. 1002-1018
Persistent link: https://www.econbiz.de/10014266223
Saved in:
6
The impact of integrated multi-unit service touchpoints on word-of-mouth recommendations, product satisfaction, and repurchase intentions
Boisvert, Jean
;
Khan, M. Sajid
- In:
Journal of strategic marketing
31
(
2023
)
1
,
pp. 37-57
Persistent link: https://www.econbiz.de/10014302707
Saved in:
7
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
Saved in:
8
Empirical benchmarking of virtual service centers' service quality : a case of a large telecom service provider in India
Kukreti, Kamlesh
;
Ganguly, Kunal
;
Samad, Taab Ahmad
- In:
International journal of quality & reliability management
40
(
2023
)
5
,
pp. 1362-1386
Persistent link: https://www.econbiz.de/10014275968
Saved in:
9
Counterproductive worker behavior after a pay cut
Coviello, Decio
;
Deserranno, Erika
;
Persico, Nicola
- In:
Journal of the European Economic Association : JEEA
20
(
2022
)
1
,
pp. 222-263
Persistent link: https://www.econbiz.de/10012878504
Saved in:
10
What determines satisfaction with call centers? : the case of UK Telecom
Ribeiro, Hugo
;
Rodrigues, Ricardo Gouveia
- In:
Services marketing quarterly
43
(
2022
)
4
,
pp. 404-424
Persistent link: https://www.econbiz.de/10013416988
Saved in:
11
The impact of perceived organisational support on knowledge hiding behaviour of call centre employees : a moderated mediation model
Khan, Muhammad Awais
- In:
International journal of knowledge management studies : …
13
(
2022
)
3
,
pp. 286-310
Persistent link: https://www.econbiz.de/10013419452
Saved in:
12
What is my calling? : an exploratory mixed-methods approach to conceptualizing hospitality career calling
Lee, Lindsey
;
Ponting, Sandra Sun-Ah
;
Ghosh, Ankita
; …
- In:
International journal of contemporary hospitality management
34
(
2022
)
8
,
pp. 2832-2851
Persistent link: https://www.econbiz.de/10013412821
Saved in:
13
Understanding customer retrials in call centers : preferences for service quality and service speed
Hu, Kejia
;
Allon, Gad
;
Bassamboo, Achal
- In:
Manufacturing & service operations management : M & SOM
24
(
2022
)
2
,
pp. 1002-1020
Persistent link: https://www.econbiz.de/10013258710
Saved in:
14
Customer aggression, employee voice and quit rates : evidence from the frontline service workforce
Liu, Xiangmin
;
Van Jaarsveld, Danielle
;
Yanadori, Yoshio
- In:
British journal of industrial relations : BJIR ; an …
60
(
2022
)
2
,
pp. 348-370
Persistent link: https://www.econbiz.de/10013190938
Saved in:
15
Dynamized routing policies for minimizing expected waiting time in a multi-class multi-server system
Nourbakhsh, Vahid
;
Turner, John
- In:
Computers & operations research : and their …
137
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013197619
Saved in:
16
Personalized priority policies in call centers using past customer interaction information
Hathaway, Brett Alan
;
Emadi, Seyed Morteza
;
Deshpande, …
- In:
Management science : journal of the Institute for …
68
(
2022
)
4
,
pp. 2806-2823
Persistent link: https://www.econbiz.de/10013368311
Saved in:
17
When service calls : public service motivation and calling as complementary concepts for public service
Vogel, Morgan D.
- In:
International public management journal
25
(
2022
)
4
,
pp. 620-638
Persistent link: https://www.econbiz.de/10013370406
Saved in:
18
A model for lead conversions through cold calling in startup B2B services firms in India : a sense-making derivation
Raj, Abishek Santhosh
;
Shagirbasha, Shameem
;
Madhan, Kumar
- In:
South Asian journal of business studies
11
(
2022
)
3
,
pp. 370-384
Persistent link: https://www.econbiz.de/10013373024
Saved in:
19
Impact of motivation and workload on service time components : an empirical analysis of call center operations
Ashkanani, Ahmad M.
;
Dunford, Benjamin B.
;
Mumford, Kevin J.
- In:
Management science : journal of the Institute for …
68
(
2022
)
9
,
pp. 6697-6715
Persistent link: https://www.econbiz.de/10013373100
Saved in:
20
A latent profile analysis of living a calling, burnout, exploitation, and work-life imbalance
Shin, Joo Yeon
;
Kim, Eunseok
;
Ahn, Jina
- In:
Journal of career development
49
(
2022
)
4
,
pp. 816-830
Persistent link: https://www.econbiz.de/10013396048
Saved in:
21
Client or employer identification matters? : differential outcomes of dual identification in Indian call centres
Das, Diya
;
Mohan, Ramesh
- In:
International journal of business innovation and …
27
(
2022
)
3
,
pp. 383-394
Persistent link: https://www.econbiz.de/10013252933
Saved in:
22
Emotional Power im Service : Kunden begeistern, Beziehungen stärken, Umsätze steigern
Beckmann, Susanne
;
Lange, Ralph
-
2024
Einleitung: Zeit für New Work im Service -- Emotional Power im Kundendialog -- Der Sprung über die 8 -- Emotional Power entlang der Gesprächsphasen -- Management Know-how -- Führung mit Emotional Power -- Kultur und Change mit Emotional Power.
Persistent link: https://www.econbiz.de/10014475001
Saved in:
23
The optimality of call provision terms
Powers, Eric
- In:
Management science : journal of the Institute for …
67
(
2021
)
10
,
pp. 6581-6601
Persistent link: https://www.econbiz.de/10012666730
Saved in:
24
Do customer emotions affect agent speed? : an empirical study of emotional load in online customer contact centers
Altman, Daniel
;
Yom-Tov, Galit B.
;
Olivares, Marcelo
; …
- In:
Manufacturing & service operations management : M & SOM
23
(
2021
)
4
,
pp. 854-875
Persistent link: https://www.econbiz.de/10012627394
Saved in:
25
Routing analyses for call centers with human and automated services
Legros, Benjamin
- In:
International journal of production economics
240
(
2021
),
pp. 1-15
Persistent link: https://www.econbiz.de/10012629933
Saved in:
26
Evaluation method of the sigma level multidimensional capacity of the service dimensions in a call centre of a telephone company
Fontalvo Echavez, Orianna
;
Fontalvo Herrera, Tomás José
; …
- In:
International journal of productivity and quality …
34
(
2021
)
3
,
pp. 319-335
Persistent link: https://www.econbiz.de/10012800562
Saved in:
27
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
Saved in:
28
Don't call us, we'll call you : an empirical study of caller behavior under a callback option
Hathaway, Brett A.
;
Emadi, Seyed Morteza
;
Deshpande, Vinayak
- In:
Management science : journal of the Institute for …
67
(
2021
)
3
,
pp. 1508-1526
Persistent link: https://www.econbiz.de/10012506002
Saved in:
29
Stories of calling : how called professionals construct narrative identities
Bloom, Matt
;
Colbert, Amy E.
;
Nielsen, Jordan D.
- In:
Administrative science quarterly : ASQ
66
(
2021
)
2
,
pp. 298-338
Persistent link: https://www.econbiz.de/10012521579
Saved in:
30
A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty
Thuy Anh Ta
;
Chan, Wyean
;
Bastin, Fabian
;
L'Ecuyer, Pierre
- In:
European journal of operational research : EJOR
293
(
2021
)
3
,
pp. 966-979
Persistent link: https://www.econbiz.de/10012533794
Saved in:
31
Forecasting time-varying arrivals : impact of direct response advertising on call center performance
Kiygi-Calli, Meltem
;
Weverbergh, Marcel
;
Franses, …
- In:
Journal of business research : JBR
131
(
2021
),
pp. 227-240
Persistent link: https://www.econbiz.de/10012544961
Saved in:
32
Decision making under uncertain and dependent system rates in service systems
Ekin, Tahir
;
Aktekin, Tevfik
- In:
European journal of operational research : EJOR
291
(
2021
)
1
,
pp. 335-348
Persistent link: https://www.econbiz.de/10012495311
Saved in:
33
The importance of organisational justice on schedule satisfaction : a study of Latin American call centre employees
Sims, Randi L.
;
Yurova, Yuliya
;
Zeidler, Peter
- In:
International journal of human resources development …
21
(
2021
)
1
,
pp. 54-74
Persistent link: https://www.econbiz.de/10012514338
Saved in:
34
Should we wait before outsourcing? : analysis of a revenue-generating blended contact center
Legros, Benjamin
;
Jouini, Oualid
;
Koole, Ger M.
- In:
Manufacturing & service operations management : M & SOM
23
(
2021
)
5
,
pp. 1118-1138
Persistent link: https://www.econbiz.de/10012653961
Saved in:
35
Beyond technological determinism : revitalising labour process analyses of technology, capital and labour
Thompson, Paul
;
Laaser, Knut
- In:
Work in the global economy
1
(
2021
)
1/2
,
pp. 139-159
Persistent link: https://www.econbiz.de/10014306274
Saved in:
36
Supportive culture : a transformational strategy
Verma, Monica
- In:
Transforming organizations through flexible systems …
,
(pp. 177-188)
.
2020
Persistent link: https://www.econbiz.de/10012127697
Saved in:
37
Workplace knowledge flows
Sandvik, Jason
;
Saouma, Richard
;
Seegert, Nathan
; …
-
2020
Persistent link: https://www.econbiz.de/10012198394
Saved in:
38
Establishing call-centre staffing levels using aggregate planning and simulation approach
Barbosa-Correa, Rodrigo
;
Santander-Mercado, Alcides
; …
- In:
European journal of industrial engineering : EJIE
14
(
2020
)
1
,
pp. 1-33
Persistent link: https://www.econbiz.de/10012198676
Saved in:
39
Calling for a multisensory perspective on customer service co-creation
Fließ, Sabine
;
Dyck, Stefan
;
Volkers, Maarten
- In:
Perspektiven des Dienstleistungsmanagements : aus Sicht …
,
(pp. 77-104)
.
2020
Persistent link: https://www.econbiz.de/10012224469
Saved in:
40
Optimal size of a rental inventory with items available from a secondary source : a model with non-stationary probabilities
Epstein, Leonardo D.
;
González, Eduardo
;
Sepúlveda, Abdón
- In:
Operations research and systems : XVIII …
,
(pp. 371-390)
.
2020
Persistent link: https://www.econbiz.de/10012167858
Saved in:
41
Workplace knowledge flows
Sandvik, Jason J.
;
Saouma, Richard E.
;
Seegert, Nathan T.
; …
- In:
The quarterly journal of economics
135
(
2020
)
3
,
pp. 1635-1680
Persistent link: https://www.econbiz.de/10012259277
Saved in:
42
Monetary incentives, motivational orientation and affective commitment in contact centers : a multilevel mediation model
Alcover de la Hera, Carlos María
;
Chambel, Maria José
; …
- In:
Journal of economic psychology : research in economic …
81
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012433440
Saved in:
43
Measuring the indirect effects of adverse employer behaviour on worker productivity : a field experiment
Heinz, Matthias
;
Jeworrek, Sabrina
;
Mertins, Vanessa
; …
- In:
The economic journal : the journal of the Royal …
130
(
2020
)
632
,
pp. 2546-2568
Persistent link: https://www.econbiz.de/10012385311
Saved in:
44
Does CRM technology implementations mitigate employee intention to quit in call centres
Olanrewaju Kareem
;
Abdullateef, Aliyu Olayemi
;
Mokhtar, …
- In:
International journal of services technology and …
26
(
2020
)
5
,
pp. 423-439
Persistent link: https://www.econbiz.de/10012503712
Saved in:
45
A tool-based framework to assess and challenge the responsiveness of emergency call centers
Petitdemange, Eva
;
Fontanili, Franck
;
Lamine, Elyes
; …
- In:
IEEE transactions on engineering management : EM
67
(
2020
)
3
,
pp. 568-581
Persistent link: https://www.econbiz.de/10012299892
Saved in:
46
Innovative call center applications focused on financial marketing in the Turkish banking sector
Dinçer, Hasan
;
Mengir, Ayşe
- In:
Handbook of research on decision-making techniques in …
,
(pp. 145-171)
.
2020
Persistent link: https://www.econbiz.de/10012292537
Saved in:
47
Enabling customer satisfaction in call center teams : the role of transformational leadership in the service-profit chain
Cavazotte, Flavia
;
Moreno, Valter
;
Lasmar, Luis Cesar Chehab
- In:
The service industries journal
40
(
2020
)
5/6
,
pp. 380-393
Persistent link: https://www.econbiz.de/10012208562
Saved in:
48
Call centers : is there an upside to the dissatisfied customer experience?
Hudson, Sarah
;
González-Gómez, Helena V.
;
Rychalski, Aude
- In:
Journal of business strategy
38
(
2017
)
1
,
pp. 39-46
Persistent link: https://www.econbiz.de/10011618309
Saved in:
49
Raciolinguistics and the aesthetic labourer
Ramjattan, Vijay A.
- In:
The journal of industrial relations
61
(
2019
)
5
,
pp. 726-738
Persistent link: https://www.econbiz.de/10012137439
Saved in:
50
Finding their voice : call centre employees in a continuous service delivery context
Burgess, John
;
Connell, Julia
;
McDonnell, Anthony
- In:
Employee voice at work
,
(pp. 169-181)
.
2019
Persistent link: https://www.econbiz.de/10012002536
Saved in:
1
2
3
4
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->