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Practice summary : Henkel uses analytics to improve call center performance
Maleyeff, John
;
Corlu, Canan Gunes
- In:
INFORMS journal on applied analytics
54
(
2024
)
4
,
pp. 357-364
Persistent link: https://www.econbiz.de/10014634124
Saved in:
2
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:
3
Your employees are calling : how organizations help or hinder living a calling at work
Buis, Brittany C.
;
Kluemper, Donald H.
;
Weisman, Hannah
; …
- In:
Journal of vocational behavior
149
(
2024
),
pp. 1-16
Persistent link: https://www.econbiz.de/10014532078
Saved in:
4
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:
5
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:
6
Effect of mood and worker incentives on workplace productivity
Coviello, Decio
;
Deserranno, Erika
;
Persico, Nicola
; …
- In:
The journal of law, economics, and organization
40
(
2024
)
2
,
pp. 362-393
Persistent link: https://www.econbiz.de/10015046410
Saved in:
7
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:
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
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:
10
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:
11
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:
12
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:
13
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:
14
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:
15
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:
16
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:
17
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:
18
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:
19
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:
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
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:
22
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:
23
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:
24
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:
25
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:
26
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:
27
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:
28
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:
29
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:
30
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:
31
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:
32
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:
33
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:
34
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:
35
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:
36
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:
37
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:
38
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:
39
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:
40
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:
41
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:
42
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:
43
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:
44
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:
45
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:
46
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:
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
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:
49
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:
50
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
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