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Borders in service : enactments of nationhood in transnational call centres
9
Developments in the call centre industry : analysis, changes, and challenges
9
Call-Center erfolgreich outsourcen : [die Arbeit mit Dienstleistern planen, umsetzen, steuern und evaluieren ; Praxishandbuch]
8
The next available operator : managing human resources in Indian business process outsourcing industry
8
Evaluation und Transfersicherung betrieblicher Trainings : Modelle, Methoden und Befunde
5
Customer Relationship Management : the ultimate guide to efficient use of CRM
3
Case studies on outsourcing trends ; Vol. 1
2
Die Zukunft des Customer Service : Analysen, Strategien, Konzeptionen
2
Handbuch Kundenmanagement : Anforderungen, Prozesse, Zufriedenheit, Bindung und Wert von Kunden
2
Organizing and managing in the era of globalization
2
Technology mediated service encounters
2
Work and life in the global economy : a gendered analysis of service work
2
2006 Business & Economics Society International Conference ; Vol. 1
1
3rd International Conference on Global Interdependence and Decision Sciences, December 28-30, 2009, Hyderabad, India
1
55plus Marketing : Zukunftsmarkt Senioren
1
Acceptance and mindfulness at work : applying acceptance and commitment therapy and relational frame theory to organizational behavior management
1
Achieving competitive advantage through quality management
1
Advances in services innovations
1
Aktuelle Forschungsfragen im Dienstleistungsmarketing : [Workshop Dienstleistungsmarketing 2008]
1
Analytical and stochastic modelling techniques
1
Arbeit und Lebensstandard
1
Arbeiten für wenig Geld : Niedriglohnbeschäftigung in Deutschland
1
Banken im Wandel : Direktbanken und Direct Banking
1
Base of the Pyramid and Business Process Outsourcing Strategies : In the Age of SDGs
1
Bausteine für ein neues Gesundheitswesen ; [Hauptbd.]
1
Beiträge zum 16. Interuniversitären Doktorandenseminar Wirtschaftsinformatik (IDS 2012)
1
Beiträge zur Dienstleistungsmarketing-Forschung : aktuelle Forschungsfragen und Forschungsergebnisse ; [14. Workshop Dienstleistungsmarketing 2010]
1
Beschäftigte in der Globalisierungsfalle?
1
Betriebliche Tertiarisierung : der ganzheitliche Wandel vom Produktionsbetrieb zum dienstleistenden Problemlöser
1
Boundary spanning elements and the marketing function in organizations : concepts and empirical studies
1
Brain drain or brain gain? : changes of work in knowledge-based societies ; [International Workshop "Changes of work in knowledge-based societies" which was held in May 2009 ... in Karlsruhe, Germany]
1
Building intuition : insights from basic operations management models and principles
1
Business process management : 4th international conference, BPM 2006, Vienna, Austria, September 5 - 7, 2006 ; proceedings
1
Call Center für kleine und mittlere Unternehmen : Erfolgsfaktor im regionalen und überregionalen Wettbewerb; Reader zur Tagung in Flensburg am 15. März 2000
1
Challenging the market : the struggle to regulate work and income
1
Computational techniques for banking and risk management
1
Creating the productive workplace
1
Customer Relationship Management : neue CRM-Best-Practice-Fallstudien und -Konzepte zu Prozessen, Organisation, Mitarbeiterführung und Technologie
1
Customer service : empowerment and entrapment
1
Demografischer Wandel : Aufbruch in eine altersgerechte Arbeitswelt
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1
Tackling customer wait times : advanced techniques for call centre optimization
Dwivedi, Dwijendra Nath
;
Khashouf, Shafik
- In:
Intelligent optimization techniques for business analytics
,
(pp. 255-267)
.
2024
Persistent link: https://www.econbiz.de/10014578628
Saved in:
2
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:
3
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:
4
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:
5
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:
6
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:
7
Globalizing politeness? : towards a globalization-sensitive framework of mediated service encounters
Hultgren, Kristina
- In:
Technology mediated service encounters
,
(pp. 97-119)
.
2019
Persistent link: https://www.econbiz.de/10012057344
Saved in:
8
Call centre service encounters : second-language users, conversationalisation, (im)politeness and discursive practices
Mugford, Gerrard
- In:
Technology mediated service encounters
,
(pp. 145-169)
.
2019
Persistent link: https://www.econbiz.de/10012057346
Saved in:
9
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:
10
Callings
Duffy, Ryan D.
;
England, Jessica W.
;
Dik, Bryan J.
- In:
The Oxford handbook of meaningful work
.
2019
Persistent link: https://www.econbiz.de/10012884833
Saved in:
11
Dispositionelle Stressreaktivität, Ressourcen und chronischer Stress im Dienstleistungsbereich
Wendland, Alexander
;
Jansen, Lars J.
- In:
Demografischer Wandel : Aufbruch in eine altersgerechte …
,
(pp. 69-85)
.
2018
Persistent link: https://www.econbiz.de/10011787330
Saved in:
12
Applying multiple perspectives to the BPO decision : a case study of call centres in Australia
Borman, Mark
- In:
Outsourcing and offshoring business services
,
(pp. 413-454)
.
2017
Persistent link: https://www.econbiz.de/10011718048
Saved in:
13
"You are a star customer, please hold the line…" : CRM and the socio-technical inscriptions of market attachment
Mallard, Alexandre
- In:
Markets and the arts of attachment
,
(pp. 89-107)
.
2017
Persistent link: https://www.econbiz.de/10011664983
Saved in:
14
Multi-server queueing system with a generalized phase-type service time distribution as a model of call center with a call-back option
Dudin, Aleksandr
;
Kim, Chesoong
;
Dudina, Olga
;
Dudin, Sergey
- In:
Analytical and stochastic modelling techniques
,
(pp. 401-428)
.
2016
Persistent link: https://www.econbiz.de/10011484384
Saved in:
15
Enactments of nationhood in transnational call centres
Poster, Winifred R.
;
Mirchandani, Kiran
- In:
Borders in service : enactments of nationhood in …
,
(pp. 3-32)
.
2016
Persistent link: https://www.econbiz.de/10011581084
Saved in:
16
"El Salvador works" : the creation and negotiation of a national brand and the transnational imaginary
Rivas, Cecilia M.
- In:
Borders in service : enactments of nationhood in …
,
(pp. 35-57)
.
2016
Persistent link: https://www.econbiz.de/10011581088
Saved in:
17
Growing downhill? : contestations of sovereignty and the creation of itinerant workers in Guyanese call centres
Trotz, D. Alissa
;
Mirchandani, Kiran
;
Khan, Iman
- In:
Borders in service : enactments of nationhood in …
,
(pp. 58-85)
.
2016
Persistent link: https://www.econbiz.de/10011581111
Saved in:
18
"An island off the west coast of Australia" : multiplex geography and the growth of transnational telemediated service work in Mauritius
Benner, Chris
;
Rossi, Jairus
- In:
Borders in service : enactments of nationhood in …
,
(pp. 86-118)
.
2016
Persistent link: https://www.econbiz.de/10011581119
Saved in:
19
Serving the world, serving the nation : everyday nationalism and english in Philippine offshore call centres
Salonga, Aileen O.
- In:
Borders in service : enactments of nationhood in …
,
(pp. 121-151)
.
2016
Persistent link: https://www.econbiz.de/10011581124
Saved in:
20
Transnational "homies" and the urban middle class : enactments of class, nation, and modernity in Guatemalan call centres
Meoño Artiga, Luis Pedro
- In:
Borders in service : enactments of nationhood in …
,
(pp. 152-178)
.
2016
Persistent link: https://www.econbiz.de/10011581128
Saved in:
21
Migrations a l'envers : global service work and discursive crossings
Elmoudden, Sanae
- In:
Borders in service : enactments of nationhood in …
,
(pp. 181-209)
.
2016
Persistent link: https://www.econbiz.de/10011581133
Saved in:
22
Border speech between two national linguistic ideologies : the case of bilingual El Paso call centres
Heyman, Josiah M.
;
Alarcón, Amado
- In:
Borders in service : enactments of nationhood in …
,
(pp. 210-241)
.
2016
Persistent link: https://www.econbiz.de/10011581135
Saved in:
23
Nations at work in transnational call centres
Mirchandani, Kiran
;
Poster, Winifred R.
- In:
Borders in service : enactments of nationhood in …
,
(pp. 245-273)
.
2016
Persistent link: https://www.econbiz.de/10011581138
Saved in:
24
Tensions raised by TQM demands upon work design in technologically controlled environments : the case of a call centre
Sá, Patrícia Moura
;
Pinto de Sá, Ana Cristina
- In:
Achieving competitive advantage through quality management
,
(pp. 253-264)
.
2015
Persistent link: https://www.econbiz.de/10011300804
Saved in:
25
Customer Service Center : persönlicher Ansprechpartner in allen Kanälen
Brock, Harald
;
Matthies, Henrik
- In:
Multi- und Omnichannel-Management in Banken und …
,
(pp. 333-347)
.
2015
Persistent link: https://www.econbiz.de/10011305199
Saved in:
26
Kundenkommunikation in Call Centern des Finanzdienstleistungssektors : konversationsanalytische Zugänge zum Reden über Geld
Matuschek, Ingo
;
Kleemann, Frank
- In:
Diskurs und Ökonomie : diskursanalytische Perspektiven …
,
(pp. 207-236)
.
2015
Persistent link: https://www.econbiz.de/10010469620
Saved in:
27
Customer cyberbullying : the experiences of India's international-facing call centre agents
D'Cruz, Premilla
;
Noronha, Ernesto
- In:
Boundary spanning elements and the marketing function …
,
(pp. 9-32)
.
2015
Persistent link: https://www.econbiz.de/10010506341
Saved in:
28
The new work order as contested terrain : a case study of call centres in South Africa
Omar, Rahmat
- In:
The state of labour : the global financial crisis and …
,
(pp. 228-249)
.
2014
Persistent link: https://www.econbiz.de/10010222048
Saved in:
29
Call centers : emotional labor over the phone
Van Jaarsveld, Danielle
;
Poster, Winifred R.
- In:
Emotional labor in the 21st century : diverse …
,
(pp. 153-173)
.
2013
Persistent link: https://www.econbiz.de/10009663194
Saved in:
30
A matrix continued fraction approach to multiserver retrial queues
Tuan, Phung-duc
;
Masuyama, Hiroyuki
;
Kasahara, Shoji
; …
- In:
MCQT'10 : computational methods and applications in …
,
(pp. 161-183)
.
2013
Persistent link: https://www.econbiz.de/10009719520
Saved in:
31
Les comportements téléphoniques déviants des clients
Benbouja, Abder
;
Camelis, Christèle
;
Moisson, Virginie
-
2013
Persistent link: https://www.econbiz.de/10009760365
Saved in:
32
NHS Direct : a UK health sector innovation study
Cunningham, Paul
- In:
Handbook of innovation in public services
,
(pp. 477-495)
.
2013
Persistent link: https://www.econbiz.de/10010194785
Saved in:
33
Measuring workflow knowledge-base effectiveness for an in-house banking customer service call center
Karakerezis, Angelos
;
Nakos, Konstantinos
- In:
Computational techniques for banking and risk management
,
(pp. 115-126)
.
2013
Persistent link: https://www.econbiz.de/10010198993
Saved in:
34
Do work-family policies really "work"? : evidence from Indian call centres
Rajan-Rankin, Sweta
;
Tomlinson, Mark
- In:
Expanding the boundaries of work-family research : a …
,
(pp. 32-50)
.
2013
Persistent link: https://www.econbiz.de/10009687092
Saved in:
35
The economics of good communication in outsourced and offshored (O and O) call centres : how much does good English communication cost in Asian call centres?
Lockwood, Jane
- In:
Economics of regulation and outsourcing
,
(pp. 145-157)
.
2013
Persistent link: https://www.econbiz.de/10009739654
Saved in:
36
Call centre work : Taylorism with a facelift
Sinha, Shuchi
;
Gabriel, Yiannis
- In:
Re-tayloring management : scientific management a century on
,
(pp. 87-103)
.
2013
Persistent link: https://www.econbiz.de/10009743533
Saved in:
37
Externe Call Center Agents als Luxusmarkenbotschafter am Telefon und in Sozialen Netzwerken
König, Verena
- In:
Identitätsbasierte Luxusmarkenführung : Grundlagen - …
,
(pp. 259-276)
.
2012
Persistent link: https://www.econbiz.de/10009690080
Saved in:
38
Herausforderungen für die Arbeitszeitgestaltung durch den demographischen Wandel
Zülch, Gert
;
Stock, Patricia Isabel
;
Schmidt, Daniel
; …
- In:
Demographischer Wandel : Herausforderung für die …
,
(pp. 193-217)
.
2012
Persistent link: https://www.econbiz.de/10009668255
Saved in:
39
Mehrstufige Modelle stimmlicher Merkmale zur automatischen KI-basierten Bewertung von Callcenter-Gesprächen : Abstract
Walter, Mathias
- In:
Beiträge zum 16. Interuniversitären …
,
(pp. 63)
.
2012
Persistent link: https://www.econbiz.de/10009712864
Saved in:
40
Alternative call center operational indicators to customer satisfaction
Oliveira, Alexandre Ferreira
;
Joia, Luiz Antonio
- In:
Knowledge management and drivers of innovation in services
,
(pp. 15-25)
.
2012
Persistent link: https://www.econbiz.de/10009681015
Saved in:
41
Information systems projects in contact centers
Rijo, Rui
;
Varajão, João
;
Gonçalves, Ramiro
- In:
Enterprise information systems design, implementation …
,
(pp. 381-395)
.
2011
Persistent link: https://www.econbiz.de/10008646919
Saved in:
42
Herausforderungen an den Kundenservice durch Social Media : Ergebnisse einer Befragung von Führungskräften aus der Callcenter Branche
Simmet, Heike
- In:
Multimedia Marketing : eine Betrachtung aus …
,
(pp. 23-41)
.
2011
Persistent link: https://www.econbiz.de/10008991207
Saved in:
43
Realisierung von Cross-Selling Potenzialen durch das Management von kundeninitiierten Kontakten
Heumann, Christian
;
Freudenschuß, Marion
;
Wangenheim, …
- In:
Kundenmanagement
,
(pp. 31-55)
.
2011
Persistent link: https://www.econbiz.de/10009008211
Saved in:
44
Herausforderungen an den Kundenservice durch Social Media : Ergebnisse einer Befragung von Führungskräften aus der Callcenter-Branche
Simmet-Blomberg, Heike
- In:
Dialogmarketing Perspektiven 2010/2011 : Tagungsband 5. …
,
(pp. 109-129)
.
2011
Persistent link: https://www.econbiz.de/10009010227
Saved in:
45
Knowledge creation, call centres and gender : a critical perspective
Durbin, Susan
- In:
Brain drain or brain gain? : changes of work in …
,
(pp. 241-259)
.
2011
Persistent link: https://www.econbiz.de/10009242145
Saved in:
46
Die Unternehmensreputation im Call Center Kontext aus Auftraggeberperspektive
Bayer, Christopher
- In:
Beiträge zur Dienstleistungsmarketing-Forschung : …
,
(pp. 175-197)
.
2011
Persistent link: https://www.econbiz.de/10009307369
Saved in:
47
Scope of knowledge management for improving performance in call centre service delivery
Pandey, Pushkal
;
Moffett, Sandra
;
McAdam, Rodney
-
2011
Persistent link: https://www.econbiz.de/10009717415
Saved in:
48
Contact centers : tool for effective e-business
Rijo, Rui
- In:
Innovations in SMEs and conducting e-business : …
,
(pp. 98-115)
.
2011
Persistent link: https://www.econbiz.de/10009405605
Saved in:
49
Who cares about the carer? : new public management in Sweden ; the case of health call centres
Andersson Bäck, Monica
- In:
Precarious employment in perspective : old and new …
,
(pp. 165-194)
.
2011
Persistent link: https://www.econbiz.de/10010218052
Saved in:
50
Practices of global capital : gaps, cracks and ironies in transnational call centres in India
Mirchandani, Kiran
-
2010
Persistent link: https://www.econbiz.de/10003917676
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